A fee-based information service serves the library's non-primary library clientele by providing document delivery, research services, and other products, usually on a cost-recovery basis. There are many reasons why it is especially important for the staff to monitor, in both formal and informal ways, the service's effectiveness, and the clients'
Suzanne M. Ward is Head, Access Services, Purdue University Libraries, Stewart Center, West Lafayette, IN 47907-1533 (E-mail: ward@Jpuldue.edu).
This article is based in part on a paper presented at the Third Inlernalional Conference on Fee-Based Services, Tempe, AZ, 1991.
Joornal of Interlibrary Loan, Documenl Delivery & Inlbrmatiun Supply
Vol. LO(?) 2000