中文摘要：

文献传递中申请未满足的原因主要有读者主动中止和文献传递馆员无法提供读者所指定的文献两大类。读者中止文献传递通常是受到时间和费用的影响，文献传递馆员无法提供读者指定的文献则受到文献馆员业务水平、馆藏地、读者提供的申请信息的影响。当前部分学者主要从资源建设、系统完善和馆员培养三个方面给出了一些建议以提高文献传递的满足率，此外我们还可以从工作任务的分配、基本流程的制定、有效的知识共享机制三个方面进行探讨。

英文摘要：

Unfilled requests in document delivery have two kinds ot reasons in general： tne reader abandon the request or document delivery librarian can＇t find the document. The reader will abandon the request because of waiting time and service fee. Librarian＇s academic level, document＇s saving location and the request information provided by the readers will decide if librarians can find the document. For improving the fill rates, some scholars had given advices from three aspects： resource construction, system improvement and librarian training. Besides, the author discusses the task distribution, workflow establishment and effective knowledge sharing.