Abstract
When assuming the position of Manager of an interlibrary loan department it is prudent to observe workflows from both a personnel and technical point of view, as well as to learn the unique culture of the department. Once trust has been established among the staff and major borrowing and lending partners, evaluation of workflows and enhancements to the technology can begin. Implementing changes in an established interlibrary loan department can prove tricky even under the most favorable circumstances, and requires the new ILL Manager to be sensitive, flexible and above all to have a good sense of humor.
