The challenge of unfilled requests in document supply: the experience in South Africa

Purpose This study attempts to determine the reasons for unfilled requests within the Gaelic library consortium in South Africa. Design/methodology/approach Management information retrieved from the ReQuest document supply system for the participating libraries formed the base point of the research. Data included the number of requests placed and filled, and reasons for unfilled requests. The data were analysed, and fill rates calculated. In‐depth research into the unfilled requests was carried out, which enabled one to suggest remedial measures for such requests. Indicators to measure library performance were identified. Findings Previous reasons for unfilled requests have been mainly speculative; research, however, confirmed that the hypothesis proved to be correct; namely that the fill rate of requests is determined by the quality of work, the quantity of items requested, and effectiveness of staff within service units, along with sufficient staff capacity and their levels of experience. Practical implications The results of this study enable document supply staff to take remedial actions within their institutions. Supplying and requesting fill rates differ. In practice, the request fill rate is the more important. Librarians looking to improve client satisfaction and expectations should focus on this aspect of document supply. Originality/value The recommendations are a useful checklist for document supply librarians internationally – not just in South Africa – who wish to improve their service to users.