Going Virtual For Enhanced Library Experience:

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Going Virtual For Enhanced Library Experience A
Case Study of The National Library of
Singapore Schubert Foo, Judy Ng, Ann
SohEmail sfoo_at_pmail.ntu.edu.sgURL
http//www.ntu.edu.sg/home/assfoo/
National Library Board, Singapore
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• Introduction
• The Library as
• an info-concierge
• a network of inter-connected info-concierge
• a network of true collaborators
• Case study of National Library Singapore
• SMS reference service
• Access content through GYM/other online spaces
• Collaborative reference network

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Introduction
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Our UsersInfo needs met by Search Engines?Web
info is legitimate and only source?Think library
or think GYM?Expect instant gratificationFind
info until it is downloadable Expect exception
user experience(Memorable, Unique, Exquisitely
simple)
Our Library Brick vs ClickCollect-Organise-Store
-AccessMediator (Source-User)Authoritative-Trust
ed content
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User Trends ObservationsSurvey on Perceptions
of Libraries and Information Resources (OCLC,
2005) Findings Instant access is taken for
granted. If it is not on the net, it does not
exist for many of them.
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84 of users start search using Internet search
engine 1 uses library catalogues..
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Neilsen/NetRatings, 2007 SE market share of GYM
searches (US) Google (55.8)Yahoo (20.7)MSN
(9.6)
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What to do? Delve into the information space of
the users (Our World) Make resources more
discoverable by users Through them, bring them
back into the library space (Our Library)
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INTERNET penetration in Singapore (May
2007) Dial up Internet 32.8 of
populationBroadband Internet 69.2 of
population Source http//www.ida.gov.sg/Publicat
ions/20070209134246.aspx
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MOBILE phone penetration in Singapore (IDA,
2007) 109.1 per cent of the population in May
2007 according to the Infocomm Development
Authority (IDA). Sourcehttp//www.ida.gov.sg
/Publications/20070209134246.aspx
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Singapore - SMS Nation Straits Times Sunday (13
Jan 2008, p 4) noted Singaporeans are among the
world's top texters, with a monthly average of
209 text msgs and a total of 12 billion sent last
year. In 3rd place after Malaysia (210 msgs) and
Philippines (846 msgs). Reasons Relatively
cheap cost of sending SMSes, Singapore telcos
offer of free SMSes in their mobile plans, and
the growing acceptance of its use in everyday
life including business dealings, a practice
unheard elsewhere.
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Role of Library To connect users to resources
that users need for whatever purposes, in any
format, from anywhere, using any device, at the
time (instantaneous for some) they want it.
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Library as an info-concierge Individua
l information object is a self-sustaining,
self-contained node unit Can be content or
service Content can be any format, singular unit
of reference article, catalogue record, or
complete research article.
Each node is self-contained
Inter-connected
Multi-access points
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Upon discovery, an information object becomes an
info-concierge with ability to connect to other
content (within and outside library) or other
information seekers.
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• Connectivity can be achieved by
• Hyperlinks within the webpage or website.
• Putting content in different platform to support
  discovery
• Pushing information to suggestion for
  exploration of other related categories of
  resources.
• Connectivity not necessarily one way. We are
  basically evolving a mesh (web) of information.

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Content harvested from both the internal and
external resources
Whats NEXT ?
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Individual or group of information objects can be
released to spaces outside the library (e.g.
social and learning networks to be part of
service offerings) ? promote discovery Residency
in other spaces allows users to use them as best
suited for their needs. Example BookJetty.com
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Library as a network of inter-connected
info-concierges Librarians role to
create the connectivity between
info-concierges. Requires Harvesting of other
resources. Selecting, authenticating
contents Meta-tagging. Creating, maintaining and
growing taxonomies Information content
organisation
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INTERNAL
NLB web content/Subscribed Databases
? A service by librarians to aid discovery
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Library as network of true collaborators
Connectivity content-content
people-content people-people
Dialog/information sharing tools wikis, blogs,
social spacesLibrary owned and others owned
content
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National Library of Singapore Case Study
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Walkway to NL Exhibition alert, Services, I
Love My Library campaign
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Book wall, books and microfilms...
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Reference collection materials in different
languages
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Information-Reference kiosks, New arrivals
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Multimedia stations premium membership
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Donors collections
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Kaalachakra SEAsia scriptures exhibition
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Exhibition physical virtual ? Eventually
virtual online exhibition
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Permanent exhibits - Singapore literary pioneers
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NLB smart building - Book to be published
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The PoD (16th storey) - The Edge in Melbourne?
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NLS repositions reference and information
services (RIS) to meet users changing
expectations and consumer lifestyles Service
within reach RIS wherever, however and whenever
with any device in hand Service as a lifestyle
make RIS available within users social
spaces Service as a team provide RIS by
collective knowledge of community (through
collaborative platform)
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The SMS Reference Service
(Service within reach)
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• Users search for information via
• Online catalogue (1)
• Search engines (GYM)(84)
• Ask a librarian
• - Phone/Video conferencing- Email
• - SMS

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SMS User enters question via SMS (160 chars
EN) E.g. What impact does nutrition have on
the development of countries in different parts
of the world? Librarian resolves enquiry and
enters answers via input template
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User obtains answers via reply SMS. Reply in
form of direct answer or URL User views answer
via phone, PDA or desktop
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Demo
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Observations Overall positive feedback. Various
types of questions answered. Some users expect
instant replies.Usage rate averages 10 15
enquiries daily.SMS service is an added avenue
to support RIS.
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Accessing NLS content through GYM and other
online spaces
(Service as a lifestyle)
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• Users search for information via
• Online catalogue (1)
• Search engines (GYM)(84)
• Ask a librarian
• - Phone/Video conferencing- Email
• - SMS

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Provide service and content in users preferred
lifestyle spaces Some approaches for Infopedia
access Access via micro-site dedicated to
InfopediaProvision of interactive Infopedia
mapLocation of map can also be searched via
EarthGoogle Map or Google Search engine
optimisation to make visible Infopedia pages
through online searching Infopedia articles are
authored NLS reference librarians about
personalities, places and historical events in
Singapore
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Access via micro-site dedicated to Infopedia
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Provision of interactive Infopedia map
Demo
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Location of map can also be searched via Google
Map
Demo
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Location of map can also be searched via Google
Earth
Demo
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Search engine optimisation for online searching
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Observations Content usage increased
exponentially with better exposure on Web ?
Increase in content valueBefore 200-400 views
per monthAfter 63,000 views per month (157-fold
increase) Other micro-sites are being currently
developed (E.g. Singapore National
Bibliography, New arrivals)
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Collaborative Reference Network
(Service as a team)
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Remaking Collaborative Reference Service
From
To
Collaborative Model Community Expertise
Deployment Model 1 Librarians Expertise
Librarians Researchers Enquirers
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ArtsScience/Tech
Singapore/SEA, Business
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• Wiki-like platform
• - Multi-user collaboration
• Threaded email environment- Blogs for
  discussion/learning
• Launched in 2007 for NLB librarians pilot
  tested and evaluated

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Characteristics Librarians and experts can
collaboratively help other respond to query
anywhere, anytime Communities can be dynamically
formed. Members alerted by SMS or email -
straight access to threaded emails Members can
view entire discussion and draft version of
reply, suggest inclusions, edits, etc. Enquiries
answered subsequently packaged into self-service
enquiry database for users and librarians to
re-use. Subsequent access to enquiries via GYM
spaces and NLS website.
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Observations Each librarys reference point can
retain its identity Reference Communities can
include librarians, experts or even enquirers
outside NLB Profile of Libraries and Librarians
if the Communities go public
Enriching Reference. Each Reference Point gets
more expertise than the sum of its
librarians Capability Building. Learning
librarians in Singapore can join to view the
inputs from experienced librarians and
experts. Challenge Changing knowledge sharing
mindset
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Conclusions Many challenges remain to make these
initiatives realizable and entrenched in everyday
use by users. Requires much support,
experimentation, budget, time, innovation Future
promises excitement for librarians, managers,
developers, vendors . Librarians will continue
to grapple with constant flux of technological
changes, users behaviour, users expectations
and . the need to reinvent themselves and
continue instilling information literacy
knowledge to her users.
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The Google Generation (born gt 1993) may be
computer literate but they are not information
literate. Key problems the study found
include gtNo good search strategies to find
quality information. gtFind information quickly
but do not know how to evaluate quality of
information. gtDont understand what the Internet
really is A vast network with many different
content providers. Report says library resources
should be more unified with Internet tools like
Google, and adapt to the changing ways younger
generations gather information.
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Report also suggest that libraries abandon any
hope of being a one-stop shop, and that much
content will seldom be used, or never except
that, other than perhaps a place from which to
bounce.   Libraries have to become more
e-consumer friendly, connect to people's
experiences of Facebook, Amazon, Myspace .
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Thank You!
Schubert FooEmail sfoo_at_pmail.ntu.edu.sg