International Customers, Suppliers, and Document Delivery in a Fee-Based Information Service
Document Type Article
The Purdue University Libraries library fee-based information service, the Technical Information Service (TIS) works with both international customers and international suppliers to meet its customers’ needs for difficult and esoteric document requests. Successful completion of these orders requires the ability to verify fragmentary citations; ascertain documents’ availability; obtain pricing information; calculate inclusive cost quotes; meet customers’ deadlines; accept international payments; and ship across borders. While international orders make up a small percent of the total workload, these challenging and rewarding orders meet customers’ needs and offer continuous improvement opportunities to the staff.