Post on 21-Dec-2015
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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 Yap andand
Gabriel YeoGabriel Yeo
April 2007April 2007
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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
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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 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
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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.
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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)
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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 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.
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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 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
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Tagline:Tagline: NUS Libraries. Your ONE Stop for knowledge, for inspiration, for life
Brand image Brand image (cont’d)(cont’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 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.
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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 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
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Increasing the Library’s visibility in Increasing the Library’s visibility in the virtual worldthe virtual world
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NUS Libraries PortalNUS Libraries Portal
Academic Academic Convenient Convenient Personal Personal
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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
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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
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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
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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
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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
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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.
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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
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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 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
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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
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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 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
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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 Show Organization structure was re-aligned to ensure greater Organization structure was re-aligned to ensure greater
support for outreach initiativessupport for outreach initiatives
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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 Show Organization structure was re-aligned to ensure greater Organization structure was re-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 – Organization ChartNUS Libraries – Organization Chart
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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
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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.