Book excerpt: The study profiles the interlibrary loan efforts of nine leading American colleges: the University of Texas at Arlington, Tulane University, the University of Minnesota, Indiana University-Purdue University Indianapolis, Brigham Young University, the University of Tennessee, Colorado State University, Oberlin College and Stony Brook University. The libraries interviewed shared their thoughts on a broad range of topics including but not restricted to: workflow management, productivity measures, departmental organization, budgets and spending trends, service to distance learning students, copyright and licensing issues, measures for special collections, automation and software use, use of institutional repositories and open access publications, shipping costs and procedures, and many other facets of academic interlibrary loan management. The purpose of the report is to define and diffuse best practices by profiling measures taken by nine leading institutions of higher education. Although the report contains much useful quantitative information, especially relating to budgets and employment, the focus in this report is on a journalistic narrative explaining departmental goals, procedures and practices and evaluating results.