reaching out, building bonds: nus libraries for knowledge...
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Reaching out, building bonds: Reaching out, building bonds: NUS Libraries for knowledge, NUS Libraries for knowledge,
for inspiration, for life.for inspiration, for life.
Sylvia YapSylvia Yapandand
Gabriel YeoGabriel YeoApril 2007April 2007
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NUS LibrariesNUS LibrariesRecognizing challenges in our changing environmentRecognizing challenges in our changing environmentUnderstanding our usersUnderstanding our usersBranding of NUS LibrariesBranding of NUS LibrariesEncountering quality library servicesEncountering quality library servicesIncreasing the LibraryIncreasing the Library’’s visibility in the virtual worlds visibility in the virtual worldReaching out to the communityReaching out to the communityBuilding relationships and bondsBuilding relationships and bondsConclusionConclusion
OutlineOutline
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NUS LibrariesNUS Libraries
Medical LibraryScience Library
Hon Sui Sen Memorial Library
Music Library
Central Library
C J Koh Law Library @ BTC
Chinese Library
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Recognizing challenges in our Recognizing challenges in our changing environmentchanging environment
Increasing open access contentIncreasing open access contentThe new media environmentThe new media environmentDecreasing visibility of the library in the virtual Decreasing visibility of the library in the virtual worldworld
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Understanding our usersUnderstanding our users
ToTo remain relevant and meet the remain relevant and meet the demand demand forfor ““justjust--inin--timetime”” information we information we
need to know our stakeholders well.need to know our stakeholders well.
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Conduct literature reviews to learn from othersConduct literature reviews to learn from othersObserve the informationObserve the information--seeking behaviors of our users and seeking behaviors of our users and talking to them talking to them Use of surveys to gather data on usersUse of surveys to gather data on usersExploit networking opportunities such as teas, lunches, Exploit networking opportunities such as teas, lunches, dinners, conferences and seminars as well as any campus dinners, conferences and seminars as well as any campus eventseventsScan the posters on campus notice boardsScan the posters on campus notice boardsProvide many convenient modes for users to send us Provide many convenient modes for users to send us feedback any timefeedback any time
Understanding our users Understanding our users (cont(cont’’d)d)
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Branding of NUS LibrariesBranding of NUS Libraries
Create a library brand to establish our value Create a library brand to establish our value and relationship with the university and relationship with the university
community.community.
An established brand promises a certain An established brand promises a certain level of service and deliverables which level of service and deliverables which translate to usertranslate to user--brand expectations.brand expectations.
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Brand imageBrand image
We chose to project an image of a library thatWe chose to project an image of a library that
is more than a repository of books,is more than a repository of books,connects users to quality resources of all formats,connects users to quality resources of all formats,is part of a useris part of a user’’s personal space where he s personal space where he encounters quality services, or he can go to, toencounters quality services, or he can go to, toexplore and discoverexplore and discover
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Tagline:Tagline:NUS Libraries. Your ONE Stop
for knowledge, for inspiration, for life
Brand image Brand image (cont(cont’’d)d)
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Encountering quality Encountering quality library serviceslibrary services
Provide customer satisfaction and delightful experiencesProvide customer satisfaction and delightful experiences
Customer focus approachCustomer focus approach• clearer understanding of our users’ needs • integrate our services into users workflow • use targeted promotions to create awareness
We believe that providing a highWe believe that providing a high--touch service will be the touch service will be the factor that will tip the balance and make the difference. factor that will tip the balance and make the difference.
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CARE campaignCARE campaign
To instill To instill CARECARE ((CCourtesy, ourtesy, AAttentiveness, ttentiveness, RResponsiveness and esponsiveness and EEffectiveness) in all ffectiveness) in all
staff members so that CARE becomes staff members so that CARE becomes second nature to them.second nature to them.
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Gems Gems : : ““GGo the o the EExtra xtra MMile for ile for SServiceervice””movementmovement
Employers can go the extra mileEmployers can go the extra mile•• Staff members get the training and supportStaff members get the training and support
Workers must go the extra mile to exceed customer Workers must go the extra mile to exceed customer expectationsexpectations
Customers can go the extra mile to appreciate good serviceCustomers can go the extra mile to appreciate good service
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Functional hip Functional hip spacesspaces
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Increasing the LibraryIncreasing the Library’’s visibility in s visibility in the virtual worldthe virtual world
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NUS Libraries PortalNUS Libraries Portal
Academic Academic Convenient Convenient PersonalPersonal
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Library PortalLibrary PortalProvides desktop single signProvides desktop single sign--on from campus on from campus network network
Single signSingle sign--on from portal to databases, eon from portal to databases, e--journals, journals, ee--books, books, myLINCmyLINC, and e, and e--formsforms
Allows personalization of portal homepage based Allows personalization of portal homepage based on preferenceson preferences
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Library PortalLibrary Portal
Services InformationResources
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PersonalizationPersonalization
Users can set Users can set preference for preference for their favorite their favorite databases, databases,
ejournalsejournals, and , and ebooksebooks by subjectby subject
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Personalized Library PortalPersonalized Library Portal
Overdue and Overdue and pickpick--up notices up notices
from libraryfrom library
Favorite Favorite databases & databases &
ejournalsejournals by titleby title
Favorite Favorite databases, databases, ejournalsejournals, & , & ebooksebooks by by
subjectsubject
New books by New books by subjectsubject
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myLINCmyLINC
•• Holds & Holds & items items checkedchecked--outout
•• Library Library noticesnotices
•• New books New books by subjectby subject
Check Check personal personal
library recordlibrary record
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Integrated Virtual Learning Integrated Virtual Learning Environment (IVLE)Environment (IVLE)
IVLE is the universityIVLE is the university’’s es e--learning portal through learning portal through which which NUS academics develop content and NUS academics develop content and students access their educational resources,students access their educational resources,interact and learn. interact and learn.
Students use IVLE widely and rate it highlyStudents use IVLE widely and rate it highly
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Search map . ESearch map . E--ResourcesResourcesList of modules a student has registered is displayed in List of modules a student has registered is displayed in My Module after loginMy Module after loginReserve readings are listed under the heading Reserve readings are listed under the heading ‘‘Library Library ResourcesResources’’
Leads to list of Leads to list of readings.readings.
Leads to search Leads to search map, electronic map, electronic
resources.resources.
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EE--ReservesReservesReadings are provided in a mixture of:Readings are provided in a mixture of:
PDF documents PDF documents Persistent links to the HTML or PDF documents Persistent links to the HTML or PDF documents Hyperlinks to the online catalog records of books Hyperlinks to the online catalog records of books
Hyperlink to Hyperlink to online catalog online catalog
recordrecord
Persistent links Persistent links to articles in to articles in
electronic electronic databasesdatabases
Search boxSearch boxPDF files of scanned PDF files of scanned
book chapterbook chapter
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List of modules a student has registered is displayed in My List of modules a student has registered is displayed in My Module after loginModule after loginReserve readings are listed under the heading Reserve readings are listed under the heading ‘‘Library Library ResourcesResources’’
Leads to search Leads to search map, electronic map, electronic
resources.resources.
Leads to list of Leads to list of readings.readings.
Search map . ESearch map . E--ResourcesResources
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Search map . ESearch map . E--ResourcesResourcesBibliographies, search maps and online guides were placed in IVLBibliographies, search maps and online guides were placed in IVLE to E to complement library tutorialscomplement library tutorials
““Ask A LibrarianAsk A Librarian”” link added for students to email the librarianlink added for students to email the librarian
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Search mapSearch map
Search maps Search maps are web pages are web pages
delineating delineating relevant relevant
databases, databases, keywords and keywords and
search search strategiesstrategies
ExampleExample
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““Ask a LibrarianAsk a Librarian””
@ IVLE@ IVLE
@ Library Portal@ Library Portal
@ Users@ Users’’ guideguide
@ e@ e--formsforms
@ HSSML Internet@ HSSML Internet
@ Library Poster@ Library Poster
@ library brochure@ library brochure
@ LINUS@ LINUS
@ library contact @ library contact informationinformation
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Reaching out to the communityReaching out to the community
Actively plan events and sought opportunities to move the Actively plan events and sought opportunities to move the library programs to where the users are and the action islibrary programs to where the users are and the action is
NUS Libraries Portal NUS Libraries Portal Road ShowRoad ShowOrganization structure was reOrganization structure was re--aligned to ensure greater aligned to ensure greater support for outreach initiativessupport for outreach initiatives
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Library Portal Road ShowLibrary Portal Road Show
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Reaching out to the communityReaching out to the community
Actively plan events and sought opportunities to move the Actively plan events and sought opportunities to move the library programs to where the users are and the action islibrary programs to where the users are and the action is
NUS Libraries Portal NUS Libraries Portal Road ShowRoad ShowOrganization structure was reOrganization structure was re--aligned to ensure greater aligned to ensure greater support for outreach initiativessupport for outreach initiatives
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DirectorDirector Planning & Development Committee
Deputy Director Deputy Director (Resources)(Resources)
Deputy Director Deputy Director (Services)(Services)
Human Resource
Library Information Technology
Asset Management
Training IT maintenance, development
and infrastructure
DDS & ILL
Ordering & Receiving
Loans & Membership Committee(Sec, L&M Coordinator)
Chinese Lib
Communication& Development
Central Lib
CJ Koh Law Lib
HSSMLib
Science Lib
Medical Lib
Music Lib
Entrepreneur Services
Information Services Committee(Sec, IS Coordinator)
Facility Management Loans
Services
Resource Team(s)
(a total of 10 teams)
User Education
East Asia
Institute
NUS High
School
The Brenner Library
Future services
Student Assistant Scheme
Indexing
E-Resource Management
E Content Creation
Cataloguing
Asset Organization
Asset Acquisition
Finance
Information Services
Collection Development
Physical Processing
After Office Hour
Services
Membership
Resource Resource TeamsTeams
Collection Collection DevelopmentDevelopment
Information Information ServicesServices
User User EducationEducation
NUS Libraries NUS Libraries –– Organization ChartOrganization Chart
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Building relationships and bondsBuilding relationships and bondsStrive to develop bonds with our users for life, from Strive to develop bonds with our users for life, from ““cradle cradle to the graveto the grave””
Reach out to the first year junior college students Reach out to the first year junior college students Orientation programs for new studentsOrientation programs for new studentsLibrary literacy programsLibrary literacy programsStudent advisory servicesStudent advisory servicesAlumni servicesAlumni services
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ConclusionConclusion
NUS Libraries has embarked on a new proactive NUS Libraries has embarked on a new proactive journey to reach out, bond with our users and journey to reach out, bond with our users and seize every opportunity to promote our brand. seize every opportunity to promote our brand.
3434Vanda Miss Joaquim
Thank you!Thank you!