Assess, enhance, repeat: fostering a culture of continuous improvement in document delivery

Abstract

Purpose – The purpose of this paper is to examine the launch of the Yale University Library's Scan and Deliver electronic document delivery service and provide an initial assessment of its first full academic year of operations. Design/methodology/approach – The author outlines how the service functions and how it is assessed both from the perspective of the library patron and the service provider. Findings – The author demonstrates how assessment, when incorporated from the very start of a new service, can be utilized as a tool for continuous improvement. Originality/value – This case study will be of value to any ILL practitioners who are considering launching a similar service, or who wish to incorporate assessment or continuous improvement into existing library services.