The University of North Texas Libraries provide Interlibrary Loan and Document Delivery service to a community of over 37,000 customers.  Interlibrary Loan and Circulation staff collaborate to create workflows, manage requests at branch libraries, and provide great customer service.  We use a combination of ILLiad tools (Custom Emails, Routing Rules, Delivery Locations, WebCirc module) and Sierra (Online Holds) to facilitate workflows.  This presentation will focus on ILL and Circulation staff teamwork to review our processes and incorporate changes to better serve our customers.

 Learn about:

• Collaborating through ILLiad
• Reviewing workflows and implementing changes
• Ideas for improving customer service