Dana Dietz
OCLC, Inc.

Dana is the Global Product Manager for Resource Sharing and Fulfilment at OCLC. She holds an MLS from Kent State University and worked in libraries for several years before joining OCLC in 1999. In previous roles, she’s managed a discovery to delivery service platform and overseen a multi-year, major delivery service migration.

Katie Birch
OCLC, Inc.

Katie Birch is the co-manager of OCLC's Delivery Services portfolio, based in OCLC PICA's Sheffield office in the UK. She has extensive experience of resource sharing communities and practices around the
world, having worked with customers in Europe, Australia and North America. Katie is a qualified librarian with significant experience of academic and public libraries. Most recently she has managed the
UnityUK service for OCLC PICA in the UK. Katie has had a varied career having worked in training, project and product management, as well as sales and marketing.

Abstract

Today’s information consumer is demanding – convenience and simplicity abound on successful consumer websites like iTunes, Netflix, Amazon and Google. Silos in the traditional library organization no longer reflect the needs of this information consumer. Distinctions between circulation, inter-library loan, electronic resource management and stores of online content are lost on the user seeking to ‘find and get.’

This paper outlines a global framework centered on the information consumer that unifies delivery silos and extends the resolution concept to the entire capacity of a library – all collections, services and experts in the organization. This framework accommodates capacity at every level of the network from local to group to global and ensures comprehensive access for the information consumer.