Outstanding and Personalized Internal Customer Service

[sauceykat]

Sounds kind of bureaucratic. Why did the ILL person make the librarian fill out a ticket or send an email instead of just helping her right then and there? If I were the patron, I'd expect the librarian to call ILL while I was still there and have ILL look into it for me and let me know right away what the holdup was and when I could expect the book. This scenario sounds very old-fashioned and procedural.