1

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

22

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

2020

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

2929

Library Portal Road ShowLibrary Portal Road Show

3030

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

3131

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!