Outreach and customer service for interlibrary loan

This presentation was designed for the OCLC Resource Sharing Conference in March 2020, which was to be held in San Antonio, Texas. The presentation was later revised and presented as part of the OCLC Resource Sharing 2020 Web Series on July 8, 2020. In this panel discussion, three presenters shared their experiences with outreach and customer service for their Interlibrary Loan departments, and participated in a discussion with session participants. Presenters included: Megan Gaffney, Coordinator, ILL and DDS at University of Delaware, Peggy Glatthaar, Head of Customer Services at Florida Gulf Coast University Library and Meg Massey, Interlibrary Loan Manager at Penn State University Libraries.



Work Title Outreach and customer service for interlibrary loan
Open Access
  1. Meg Massey
  2. Megan Gaffney
  3. Peggy Glatthaar
  1. outreach
  2. resource sharing
  3. interlibrary loan
  4. customer service
License CC BY 4.0 (Attribution)
Work Type Presentation
DOI doi:10.26207/2z70-p049
Deposited September 08, 2020




This resource is currently not in any collection.

Work History

Version 1

  • Created
  • Added gaffney-glatthaar-massey-panel-outreach-customer-service.pdf
  • Added Creator Meg Massey
  • Added Creator Megan Gaffney
  • Added Creator Peggy Glatthaar
  • Published