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 Yap andand

Gabriel YeoGabriel Yeo

April 2007April 2007

22

NUS LibrariesNUS Libraries Recognizing challenges in our changing environmentRecognizing challenges in our changing environment Understanding our usersUnderstanding our users Branding of NUS LibrariesBranding of NUS Libraries Encountering quality library servicesEncountering quality library services Increasing the Library’s visibility in the virtual worldIncreasing the Library’s visibility in the virtual world Reaching out to the communityReaching out to the community Building relationships and bondsBuilding relationships and bonds ConclusionConclusion

OutlineOutline

33

NUS LibrariesNUS Libraries

Medical LibraryScience Library

Hon Sui Sen Memorial Library

Music Library

Central Library

C J Koh Law Library @ BTC

Chinese Library

44

Recognizing challenges in our Recognizing challenges in our changing environmentchanging environment

Increasing open access contentIncreasing open access content The new media environmentThe new media environment Decreasing visibility of the library in the virtual Decreasing visibility of the library in the virtual

worldworld

55

Understanding our usersUnderstanding our users

To remain relevant and meet the To remain relevant and meet the demand for “demand for “just-in-timejust-in-time” information we ” information we

need to know our stakeholders well.need to know our stakeholders well.

66

Conduct literature reviews to learn from othersConduct literature reviews to learn from others Observe the information-seeking behaviors of our users and Observe the information-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 users Exploit 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

eventsevents Scan the posters on campus notice boardsScan the posters on campus notice boards Provide 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’d)(cont’d)

77

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 level An established brand promises a certain level of service and deliverables which translate to of service and deliverables which translate to

user-brand expectations.user-brand expectations.

88

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 user’s personal space where he is part of a user’s personal space where he

encounters quality services, or he can go to, toencounters quality services, or he can go to, to

explore and discoverexplore and discover

99

Tagline:Tagline: NUS Libraries. Your ONE Stop for knowledge, for inspiration, for life

Brand image Brand image (cont’d)(cont’d)

1010

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 high-touch service will be the We believe that providing a high-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.

1111

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.

1212

Gems Gems : “: “GGo the o the EExtra xtra MMile for ile for SService” ervice” 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

1313

Functional hip Functional hip spacesspaces

1414

Increasing the Library’s visibility in Increasing the Library’s visibility in the virtual worldthe virtual world

1515

NUS Libraries PortalNUS Libraries Portal

Academic Academic Convenient Convenient Personal Personal

1616

Library PortalLibrary Portal Provides desktop single sign-on from campus Provides desktop single sign-on from campus

network network

Single sign-on from portal to databases, e-Single sign-on from portal to databases, e-journals, e-books, myLINC, and e-formsjournals, e-books, myLINC, and e-forms

Allows personalization of portal homepage based Allows personalization of portal homepage based on preferenceson preferences

1717

Library PortalLibrary Portal

Services InformationResources

1818

PersonalizationPersonalization

Users can set Users can set preference for preference for their favorite their favorite databases, databases,

ejournals, and ejournals, and ebooks by subjectebooks by subject

1919

Personalized Library PortalPersonalized Library Portal

Overdue and Overdue and pick-up notices pick-up notices

from libraryfrom library

Favorite Favorite databases & databases &

ejournals by titleejournals by title

Favorite Favorite databases, databases, ejournals, & ejournals, & ebooks by ebooks by

subjectsubject

New books by New books by subjectsubject

2020

myLINCmyLINC

• Holds & Holds & items items checked-outchecked-out

• Library Library noticesnotices

• New books New books by subjectby subject

Check Check personal personal

library recordlibrary record

2121

Integrated Virtual Learning Integrated Virtual Learning Environment (IVLE)Environment (IVLE)

IVLE is the university’s e-learning portal through IVLE is the university’s e-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

2222

Search map . E-ResourcesSearch map . E-Resources List 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 login Reserve readings are listed under the heading ‘Library Reserve readings are listed under the heading ‘Library

Resources’Resources’

Leads to list of Leads to list of readings.readings.

Leads to search Leads to search map, electronic map, electronic

resources.resources.

2323

E-ReservesE-ReservesReadings 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 to Persistent links to articles in articles in electronic electronic databasesdatabases

Search boxSearch boxPDF files of scanned PDF files of scanned

book chapterbook chapter

2424

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 login

Reserve readings are listed under the heading ‘Library Reserve readings are listed under the heading ‘Library Resources’Resources’

Leads to search Leads to search map, electronic map, electronic

resources.resources.

Leads to list of Leads to list of readings.readings.

Search map . E-ResourcesSearch map . E-Resources

2525

Search map . E-ResourcesSearch map . E-Resources Bibliographies, search maps and online guides were placed in IVLE to Bibliographies, search maps and online guides were placed in IVLE to

complement library tutorialscomplement library tutorials ““Ask A Librarian” link added for students to email the librarianAsk A Librarian” link added for students to email the librarian

2626

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

2727

““Ask a Librarian”Ask a Librarian”

@ IVLE@ IVLE

@ Library Portal@ Library Portal

@ Users’ guide@ Users’ guide

@ e-forms@ e-forms

@ HSSML Internet@ HSSML Internet

@ Library Poster@ Library Poster

@ library brochure@ library brochure

@ LINUS@ LINUS

@ library contact @ library contact informationinformation

2828

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 Show Organization structure was re-aligned to ensure greater Organization structure was re-aligned to ensure greater

support for outreach initiativessupport for outreach initiatives

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 Show Organization structure was re-aligned to ensure greater Organization structure was re-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 – Organization ChartNUS Libraries – Organization Chart

3232

Building relationships and bondsBuilding relationships and bonds

Strive to develop bonds with our users for life, from “cradle Strive to develop bonds with our users for life, from “cradle to the grave”to 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 students Library literacy programsLibrary literacy programs Student advisory servicesStudent advisory services Alumni servicesAlumni services

3333

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!