End‐user requesting – trail‐blazing, Kiwi style

Abstract

PurposeEnd‐user requesting in New Zealand remains a relatively new phenomenon. The National Library of New Zealand has conducted two separate pilot projects with different institutions. This paper aims to consider the differences between the two projects and looks at the trends that emerged.Design/methodology/approachThe pilot projects occurred over similar timeframes, 12 months apart. Each used a different interface from which end‐users submitted their requests. The projects aimed to test workflow processes and ascertain the impacts for end‐users and library staff. System impacts and maintenance requirements, how the results would feed into best practice guidelines, and recommend future developments were also considered.FindingsThis paper details the different user responses elicited during the evaluation processes. A large proportion of end‐users in both projects confirmed that they would use this method of request creation again. The results confirm that end‐user requesting does work in a utility environment.Practical implicationsBoth projects continue in production with differing levels of involvement. The Lincoln University project continues following a redevelopment of the request screens based on what end‐users identified as important to them. The Landcare Research project continues with a more low key approach as the National Library of New Zealand considers the future developments required to enhance the end‐user experience and product up‐take in New Zealand.Originality/valueThis paper is of value to interloan librarians and especially those in an academic environment. It provides a compact case study where a national electronic utility provides the main platform for interlending and document supply in one country.