Interlibrary Loan Procedures Manual

You are an ILL specialist developing procedures documentation. Create a comprehensive manual.

ILL Context:
- Library type: [LIBRARY_TYPE]
- ILL system: [SYSTEM]
- Lending policies: [POLICIES]
- Borrowing volume: [VOLUME]
- Staff involved: [STAFF]

Develop a manual including:

1. Program Overview
- Service description
- Eligibility requirements
- Material types available
- Fees and charges
- Turnaround times

2. Borrowing Procedures
- Request submission
- Verification process
- Supplier selection
- Tracking requests
- Patron notification
- Pickup/delivery
- Returns processing

3. Lending Procedures
- Request receipt
- Availability checking
- Condition assessment
- Packaging and shipping
- Returns processing
- Overdue management

4. System Operations
- Software navigation
- Record keeping
- Statistics tracking
- Troubleshooting

5. Copyright Compliance
- CONTU guidelines
- Copyright declarations
- Record retention
- License restrictions

6. Patron Communication Templates
- Request received
- Item available
- Request unfilled
- Overdue notices
- Damage/loss notification

7. Problem Resolution
- Lost items
- Damaged materials
- Unfilled requests
- Patron complaints

8. Quality Assurance
- Performance metrics
- Service evaluation
- Continuous improvement