Beyond the photocopy machine: document delivery in a hybrid library environment

Document delivery bridges the gap between where the customer is and where t he document is. Libraries have to offer user-friendly access to hybrid coll ections, and design and implement document delivery mechanisms from paper o riginals to provide a seamless integration between delivery from electronic and paper articles. Apart from improved service, a document delivery servi ce provider could benefit internally from rationalising and automating the logistics of the delivery process. This article analyses the document deliv ery process, starting by defining five requirements for document delivery. By looking at document delivery from both the customer's and the organisati on's perspective, the real needs of the customer are defined. From a basic distinction between the "search and find" function and the "order and recei ve" functions, the internal logistics of document delivery are analysed. Th e DocUTrans document delivery concept and system as used in Delft show how its implementation improves the whole system. The analysis itself can be hi ghly beneficial.