In recent years resource sharing has grown in importance because libraries are no longer able to collect comprehensively. Thus, libraries have developed new ways of sharing resources and are working on improving the old, traditional way, i.e., interlibrary loan. Interlibrary loan has become a critical success factor for libraries of all types. Its increasing importance has led to careful examination of how it is carried out. Direct costs mean costs that a library incurs to fill an ILL borrowing or lending request.
Fill rate refers to the percentage of borrowing or lending requests successfully filled.
The factor of time was measured in the number of calendar days it took to complete a borrowing request. Level of user satisfaction is measured by the speed of the borrowing service, quality and completeness of material as well as the interaction with ILL staff. Slightly more than half of lending requests were filled. Turnaround time indicated that ILL and DD are slow service forms. To borrow a book took on the average 16,9 days and to get a copy of a document on ILL 14.9 days.