Document delivery is one of the bearer services in a library and can be of vital importance, especially when the economic situation imposes draconian cuts to public budgets; in this as in other contexts today, cooperation between libraries plays a strategic role to support the Italian research system. NILDE, founded in 2001 by the National Research Council Library in Bologna, aims to facilitate the collaboration between libraries, through the use of the Internet and technologies that optimize inter-library document supply. What distinguishes it most is its value system: the typical bottom-up nature, the spirit of cooperation, teamwork, participation, the exploitation of collective intelligence, listening and constant work in progress of its developers; ultimately, the distinctive values of the phenomena labeled as 2.0. In particular, listening is essential to build a service that meets the needs of the actors involved and in this sense 2.0 technologies can come in handy. The web surveys were carried out in 2011 in a listening attitude and therefore provide useful hints for the continuous improvement of the system in the direction expected by its users.
