Frustration with the last mile

A huge 113 page report from the British Research Network, Researchers and discovery services Behaviour, perceptions and needs: A study commissioned by the
Research Information Network November 2006

"The main frustration is not with the research discovery services themselves but with the
problem of subsequently accessing identified sources and materials. The .last mile. of the
process which actually delivers the document or other source that has been searched for is
the focus of concern, with lack of access to journal articles because of a subscription barrier
being the most frequently-expressed difficulty experienced. Librarians agree with researchers
that the key problem is accessing online journals rather than problems with the discovery
tools themselves. (Section 4.2.9)"
http://www.rin.ac.uk/files/Report%20-%20final.pdf

I thought this analogy of the last mile is a great one. I think I will use it in my instruction--certainly I know users frustrations with the "last mile"