Purpose – This paper investigates the document delivery demand at the University of Kent and describes the recent changes to the document delivery service and their impact.
Design/methodology/approach – Statistical data from 2007 to 2015 and user feedback have been examined.
Findings – There is a combination of reasons behind the high level of demand for ILL material at the University of Kent, most notably the specific needs of users and library policy regarding document delivery.
Originality/value – A study of one of the very few UK universities to experience an increase in ILL in the last few years
