Everyone likes to talk about how to make your workflows more efficient, your webforms more user-friendly, and your processing more streamlined and automated. But what do you do when your best-laid policies and procedures fail you and things go horribly wrong? Have you heard about the graduate student who left an ILL book on a mountaintop as an offering? Or how a lost book from the National Diet Library of Japan almost lead to an international incident? Join us as we share these stories and other unusual moments from our shared work experience and analyze them as case studies in preparing for the unexpected. Bring your own resource sharing disasters as well!

• Attendees will learn about a wide variety of unusual circumstances which can impact their ILL operations
• Attendees will become familiar with the basics of disaster planning as they apply to the practice of resource sharing
• Attendees will learn how to customize their ILLiad client to help enforce best practices and uphold the highest levels of customer service even during a worse-case scenario