ENGAGING WITH LIBRARY USERS UNIVERSITY OF BRUNEI DARUSSALAM LBRARY EXPERIENCE

UBD LIBRARY MISSION Excellence in library and information services to support the teaching, learning, research and community services activities of the university by: Providing client-oriented, innovative and competent professional services; Building strong and relevant resources collections; Managing an efficient and effective systems; Implementing and utilizing relevant technologies.

ENGAGEMENT STRATEGIES Access & Utilization Resource Development & Relevancy Communication Assessment Acess and Utilization: 1

Access and Utilization Awareness Library Training – Demo From Vendors In order to achieve full access and utilization of library resources and facilities or services..we conducted awareness or engaging program for the users Library orientation, Library Instruction, Information Literacy, Subject based Seminar and training, Assisted Research Help Desk

Orientation Quizzes

Resource Development & Relevancy Communicating with Dean of Faculty on resource requirements Distributing booklets / publisher’s catalogue in print/online on frequent basis. Meeting up with Faculty Program Leader / Coordinators Encouraging staff to order via various communication means. Students are encouraged to make recommendation for books to be purchased. Faculty Deputy Dean as Member of Library Committee Actively engage with faculty students and staff in assigned departments or institutes in order to develop strong working relationships. • Promote library services and collections. • Speak knowledgeably about issues such as scholarly communication, open access, institutional repositories, digital collections, and information literacy. • Assess user needs, design and implement user studies, share information about users with library staff and with departments or institutes. Analyze trends in assigned discipline or area’s research and teaching; be aware of department or institute’s current and future programs; use information to respond to user needs. • Seek opportunities for collaboration with departments or institutes in the areas of collections (e.g. creating digital collections; contributing to institutional repository), teaching, and research.

Frequency of the Library Committee Meeting to understand needs and decisions making platform for purchase. Faculty Liasion Librarian attendance in Faculty and Board Meeting. Continuously develop collection without much restriction. Communicating effectively with Faculty on new resources acquisition and trial access.

Communication Provide efficient line of communication with the users through various means: Ask a Librarian Email Telephone Chat Widget Facebook Twitter take initiative to identify, meet, and facilitate ongoing communication about their resource needs and service expectations. The University Library also make use of the Information Communication Technology such as Zoho Chat which we found out very effective in communicating with the user. Other strategies use by University Library to engage with their clients is through Facebook. Whereby any new databases/eBooks purchased or subscribed will be informed to the library users using this medium which is very popular among them. Twitter is another social network that we used to reach our clients.

Assessment Suggestion Box – Are You Being Served User Satisfaction Survey We conduct continuous surveys to users through out their time studying in the university, after attending training or library instruction and before they left To assess the library customers level of satisfaction with the library services, resources and facilities. To take remedial action in order to improve the level of user satisfaction To plan and introduce new services based on user feedback and suggestion

Challenges Has not encompassing the whole community. Creating awareness on resources and facilities. Role of Liasioin Librarian Services and resources are not fully utilised by the users especially the undergraduate. One of the reasons maybe the undergraduate is not doing a lot of serious research compared to the post graduate.. Program do not encourage dgn library, o library. Most student nda byk gunakan databases prefer using google. The Problem… People STILL associate libraries with books and children, not with online services. Librarians are NOT generally thought of as an online information source or info savvy. Libraries (in general) lag behind the culture in using new media. belum banar2 (librarian confidence, background nda ada..lack of knowledge

Conclusion More reaching out to be done Make Library more visible and available anywhere Need to reach out, student nda gunakan emel, tapi fb. Especially the new technologies.. We need to use what is being used by the student such as facebook, twitter.. In order to reach out or to make sure that all the information that they need to know is successfully conveyed or delivered to them Let’s Get Real Redesigning library websites only helps people who use library websites. To sell our online services, we need to be visible where our users already go .