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Performance Measurement in the Belgian Document Ordering and Delivery System Impala

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Abstract

This paper deals with performance measures and performance indicators in the Impala electronic document ordering and delivery system for research libraries in Belgium and compares these with some international standards as, e.g., the ProLib/PI study commissioned by the European Commission.

Performance measures:

• Costs (clearinghouse principle)

• Number of ILL requests made to other libraries

• Number of ILL requests made to other libraries without success

• Number of ILL requests made to other libraries with success

• Number of ILL requests received from other libraries

• Number of ILL requests received from other libraries and not satisfied

• Number of ILL requests received from other libraries that were satisfied

• Frequency asked titles

Performance indicators:

• Success rate

• Borrowing-lending ratio per library

• Response times, split into several segments of the ILL-procedure

The article concludes with some indications for quality measurement in electronic document delivery where Impala will be able to measure the real supply times as perceived by the end user.

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Authors and Affiliations

  1. University of Antwerp, Antwerpen, Belgium

    Julien Van Borm, Jan Corthouts & Richard Philips

Authors
  1. Julien Van Borm
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  2. Jan Corthouts
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  3. Richard Philips
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Van Borm, J., Corthouts, J. & Philips, R. Performance Measurement in the Belgian Document Ordering and Delivery System Impala. Scientometrics 47, 207–225 (2000). https://doi.org/10.1023/A:1005630824825

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