1 Reaching out, building bonds: NUS Libraries for knowledge, for inspiration, for life. Sylvia Yap and Gabriel Yeo Gabriel Yeo April 2007

2  NUS Libraries  Recognizing challenges in our changing environment  Understanding our users  Branding of NUS Libraries  Encountering quality library services  Increasing the Library’s visibility in the virtual world  Reaching out to the community  Building relationships and bonds  Conclusion Outline

3 NUS Libraries Medical Library Science Library Hon Sui Sen Memorial Library Music Library Central Library C J Koh Law BTC Chinese Library

4 Recognizing challenges in our changing environment  Increasing open access content  The new media environment  Decreasing visibility of the library in the virtual world

5 Understanding our users To remain relevant and meet the demand for “just-in-time” information we need to know our stakeholders well.

6  Conduct literature reviews to learn from others  Observe the information-seeking behaviors of our users and talking to them  Use of surveys to gather data on users  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 events events  Scan the posters on campus notice boards  Provide many convenient modes for users to send us feedback any time feedback any time Understanding our users (cont’d)

7 Branding of NUS Libraries Create a library brand to establish our value and relationship with the university community. An established brand promises a certain level of service and deliverables which translate to user-brand expectations.

8 Brand image We chose to project an image of a library that  i i i is more than a repository of books,  c c c connects users to quality resources of all formats,  i i i is part of a user’s personal space where he encounters quality services, or he can go to, to explore and discover

9 Tagline: Tagline: NUS Libraries. Your ONE Stop for knowledge, for inspiration, for life Brand image (cont’d)

10 Encountering quality library services Provide customer satisfaction and delightful experiences Customer 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 factor that will tip the balance and make the difference.

11 CARE campaign To instill CARE (Courtesy, Attentiveness, Responsiveness and Effectiveness) in all staff members so that CARE becomes second nature to them.

12 Gems : “Go the Extra Mile for Service” movement  Employers 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 expectations  Customers can go the extra mile to appreciate good service

13 Functional hip spaces

14 Increasing the Library’s visibility in the virtual world

15 NUS Libraries Portal Academic  Convenient  Personal

16 Library Portal  Provides desktop single sign-on from campus network  Single sign-on from portal to databases, e-journals, e-books, myLINC, and e-forms  Allows personalization of portal homepage based on preferences

17 Library Portal ServicesInformation Resources

18Personalization Users can set preference for their favorite databases, ejournals, and ebooks by subject

19 Personalized Library Portal Overdue and pick-up notices from library Favorite databases & ejournals by title Favorite databases, ejournals, & ebooks by subject New books by subject

20myLINC Holds & items checked-out Holds & items checked-out Library notices Library notices New books by subject New books by subject Check personal library record

21 Integrated Virtual Learning Environment (IVLE)  IVLE is the university’s e-learning portal through which NUS academics develop content and students access their educational resources, interact and learn.  Students use IVLE widely and rate it highly

22 Search map. E-Resources  List of modules a student has registered is displayed in My Module after login  Reserve readings are listed under the heading ‘Library Resources’ Leads to list of readings. Leads to search map, electronic resources.

23 E-Reserves Readings are provided in a mixture of:  PDF documents  Persistent links to the HTML or PDF documents  Hyperlinks to the online catalog records of books Hyperlink to online catalog record Persistent links to articles in electronic databases Search box PDF files of scanned book chapter

24  List of modules a student has registered is displayed in My Module after login  Reserve readings are listed under the heading ‘Library Resources’ Leads to search map, electronic resources. Leads to list of readings. Search map. E-Resources

25 Search map. E-Resources  Bibliographies, search maps and online guides were placed in IVLE to complement library tutorials  “Ask A Librarian” link added for students to the librarian

26 Search map Search maps are web pages delineating relevant databases, keywords and search strategies Example

27 “Ask a Library Users’ HSSML Library library library contact information

28 Reaching out to the community Actively plan events and sought opportunities to move the library programs to where the users are and the action is  NUS Libraries Portal Road Show Road ShowRoad Show  Organization structure was re-aligned to ensure greater support for outreach initiatives support for outreach initiatives

29 Library Portal Road Show

30 Reaching out to the community Actively plan events and sought opportunities to move the library programs to where the users are and the action is  NUS Libraries Portal Road Show Road ShowRoad Show  Organization structure was re-aligned to ensure greater support for outreach initiatives support for outreach initiatives

31 Loans & Membership Committee (Sec, L&M Coordinator) Information Services Committee (Sec, IS Coordinator) 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 Teams Collection Development Information Services User Education NUS Libraries – Organization Chart

32 Building relationships and bonds Strive to develop bonds with our users for life, from “cradle to the grave”  Reach out to the first year junior college students  Orientation programs for new students  Library literacy programs  Student advisory services  Alumni services

33 Conclusion NUS Libraries has embarked on a new proactive journey to reach out, bond with our users and seize every opportunity to promote our brand.

34 Vanda Miss Joaquim Thank you!