NILDE: Developing a new generation tool for document delivery in Italy

Purpose - This paper presents the most recent progress and implementation of the Network Inter-Library Document Exchange (NILDE) system, a web based document delivery (DD) software for libraries and end-users. NILDE allows libraries to manage the entire workflow of DD activities, both borrowing and lending, through the provision of synthetic and analytical statistics, DD performance indicators such as "fill-rate" and "turn-around time", and support for secure electronic delivery. New technologies, referred to as Web 2.0, have been incorporated into NILDE, making it an even more user-oriented and friendly tool for document delivery and scholar work. Design/methodology/approach - The paper presents the key factors that have made NILDE a successful tool and a "de facto" standard for document delivery among Italian libraries: the policies, i.e. the rules the community has imposed on itself, and the processes, i.e. the procedures through which the libraries provide DD services using NILDE. Findings - The rise in NILDE users has allowed the building of a cooperative network to promote resource sharing based on a degree of standard quality of service and fair behaviour. It was found how, by adhering to these principles, libraries start up a virtuous cycle within the NILDE network, increasing its own value. Originality/value - The paper will be of interest to librarians wanting to start a successful cooperative network and all those with an interest in developments in resource sharing in Italy.