ABSTRACT
In examining customer service and interlibrary loan policies in 1994, the University of Oklahoma Interlibrary loan (ILL) staff questioned whether their customers should pay. At that time, loan fees assessed by the lending libraries were passed along to ILL customers. In October of 1994, the library administration made a decision to absorb costs, and evaluate the effect of that effort. During the evaluation period from October 1994 to June 1995, ILL requests for which lending fees were absorbed were examined. Patrons' comments about willingness to pay were compared with the actual lending fees the library absorbed. This study reports the conclusions reached about those comments and the effect of the policy change on office procedures.
