- University Library Mission Statement
To be an excellent library to support the teaching, learning, research and community service activities of the University by providing client-oriented, innovative, and competent professional services, by building strong and relevant resource collections; by managing an efficient and effective system; and by implementing and utilizing available and relevant technology.
- Mission of the Research Information Services Division
To administer the Research Information Services Division in an efficient and professionally competent manners, by providing a dynamic, client-oriented reference service, with individual and group assistance and instruction on the use of the library resources and services, and to develop a strong reference collection.
- Definition
The Encyclopedia of Library and Information Science defined Reference Service as direct, personal assistance to readers seeking information.
- Library Users
Library users are all people seeking information whether in person, by telephone, by fax, by e-mail or by mail. Research Information services are available to all persons without discrimination. The needs of the library users are taken seriously and treated with the utmost respect
- Policy Statements
The purposes of this policy statement are:
- To provide staff with a compendium of information policies that promotes a uniform standard of service of the highest possible quality consistent with available resources;
- To describe the services and resources which are offered by the Research Information Services Division;
- To set standards and guidelines that ensures excellence in Research Information Services of the University.
- Terms of References
- To consider each individual information query to be equal merit regardless of the
age, gender, ethnicity, disability, or language proficiency of the library patron;
- To maintain an up-to-date, relevant and readily accessible collection of reference
materials, (electronic and paper) relating primarily to the University’s Academic
programme. The reference collection includes general and research-oriented dictionaries,
encyclopedias, biographies, bibliographies, indexes, directories, almanacs, handbooks,
and statistical sources;
- To give appropriate reference assistance to the Library’s clientele. In helping
patrons, the reference staff determines the need of the patron, the exact information
requested and to find sources appropriate to the level of knowledge and interest
of the patron. This service is provided regardless of whether the patron has come
to the library, telephoned, or e-mailed;
- To provide efficient online reference assistance to users of the library;
- To provide instruction in Library use by the most effective means and with suitable
cooperation with other Library divisions;
- To provide access to remote bibliographic, numeric and full-text databases;
- To actively publicise the scope, nature, and availability of the information services
we offer. We shall employ those media most effective in reaching our entire clientele;
- provide Information Literacy Skills programme;
Information literacy is a set of abilities requiring individuals to recognize when
information is needed and have the ability to locate, evaluate, and use effectively
the needed information.
- Reference Collection Development
Materials will be selected for the reference collection based on their ability to
meet both general and specialised information needs. The reference collection may
contain titles that generally are considered to be reference tools, such as dictionaries,
encyclopedias, indexes, directories, and similar genres. Usage will have a strong
bearing on the decision to place materials in the reference collection or the general
circulating collection. Electronic reference resources will be selected using the
same criteria as other library materials and may be selected in place of the traditional
print versions.
The nature of this collection will require frequent weeding and updating to remain
authoritative, current, and trim. Weeding of annual publications will be liaise
with Cataloguing Division.
The full Reference Collection Development Policy is indicated in the University
Library Collection Development Policy Document dated 16 August 2006.
- Types of Reference and Information Services
- Assistance in finding the answer to specific reference question;
- Assistance in developing research strategies for reports, term papers, theses, and
dissertations;
- Instruction in the use of the Library and its resources through Information Literacy
Skills programme;
- Verification of Library holdings and referral to institutions which have materials
this Library lacks;
- Orientation to the Library through tours, training sessions, subject specific workshops,
etc.;
- Compilation and production of various instructional aids pertaining to information
resources;
- Compilation of bibliographic listings.
- Online search service;
- Ask A Librarian Service
The Ask A Librarian service on the e-Library@UBD portal is an online enquiry. That
also includes an email reference link. It offers a specialised kind of reference
enquiry that relates to research and in-depth information
Chat with Librarian
This service is provided to library customers who prefer to communicate their enquiries instantly with the librarian. It is available from 8.00 am to 8.45 pm only.
Email Reference Service
This service is provided to library customers who prefer to communicate their enquiries
remotely via e-mail.
The Email reference service is normally managed by the Head of Reference and Information
Services. Statistics are kept on the number of enquiries, the type of questions
asked and the type of library users. These are compiled on a monthly basis.
The Head of Reference and Information Services or other authorised reference staff
monitor the email "box" on a daily basis and will answer questions or refer
certain questions to the appropriate librarian. The email reference enquiries are
to be responded within 24 hours of receipt depending on the nature of enquiries.
- Research Information Services Staff
Research Information Services staff serves as a link between resources and
the patron. Therefore, it is important that staff members be:
- Highly knowledgeable about traditional reference sources and proficient with electronic
resources and the technology needed to access those resources;
- Knowledgeable about the library policies, facilities and services, including other
library collections;
- Knowledgeable about Brunei Darussalam as a whole;
- Open and approachable, friendly but professional;
- Able to communicate effectively with all library users;
- Discreet in the handling of questions that might be confidential or sensitive;
- Impartial in dealing with all patrons;
- Able to exercise good judgment both in the interpretation of policy and in the handling
of exceptional situations;
- Able to instruct the public in the use of print and electronic resources;
- Able to evaluate the Internet for authority, accuracy, currency, and content;
- Skilled in the interviewing process in order to help the patron formulate their
specific question and make the patron comfortable in the transaction so they will
return for further help if their need has not been met;
- Take the responsibility to seek continuing education opportunities especially attending
seminars, conferences or workshops approved by the Chief Librarian.
- General Guidelines for Research Information Services Desk
- Service to the public receives priority over any other duties. Library users should
be confident that the primary purpose of a reference librarian is to assist them;
- The patron is served on a first come, first served basis;
- Reference questions are treated confidentially;
- Whenever possible or prudent, in-person reference receives priority over telephone
queries;
- Research Information Services staff will conduct expert reference interviews to determine the reference/research
needs of the library user. Reference staff will exhibit model reference behaviour
at all times;
- Research Information Services staff will rely upon information obtained from reputable sources in order
to give the most accurate and authoritative answers to questions;
- Reference staff will also use professional judgement in determining how best to serve
each customer reference needs;
- Research Information Services staff will always cite the source of the answer;
- Research Information Services staff will refer the client to other appropriate sources or institutions
when the query cannot be answered to the satisfaction of the client using Joint
Academic Library Network (JALINAN) or other local libraries.
- Service desk should be manned all the time during working hours and when left unattended,
a label indicating where the reference librarian must be displayed.
- Specific Research Information Services Desk Guidelines
- In-Person Reference:
- Reference questions may require reference staff to accompany clients to the online
catalogue/databases to explain its use or to the library shelves to help locate
material;
- Because no two reference questions are alike, there is no time limit to reference
assistance;
- If there are a number of library users needing assistance, requests that are directional
or brief in nature may be given priority over lengthy or complex questions.
- Telephone Reference
- Telephone reference enquiry generally falls into the Ready Reference category and
should take no more than 5-10 minutes;
- Telephone enquiries should be limited to a reasonable number; librarian will use
their best professional judgement;
- For long and/or complex questions, reference staff will follow-up with the library
user by calling them back or another mutually agreeable means of communication.
- Electronic Reference Service
- The electronic Reference Resources comprises of reference tools which are available
in electronic format and accessible via Internet. These may be those subscribed
by UBD or resources which are freely available over the Internet and hyperlinked
to e-Library@UBD portal;
- The list of the electronic Reference Resources is as listed in the e-Library@UBD
portal.
- Specific Enquiry
- E-mail reference questions will be answered in the order in which they are received;
- Questions of a complex or subject specific nature received through e-mail will be
forwarded to a more senior staff or those knowledgeable about the subjects concerned;
- E-mail address to be used for any queries: ulref@lib.ubd.edu.bn;
- Reference staff will instruct and/or orient users to the online resources subscribed
to by the library and made accessible through the library e-Library @UBD Portal;
- Reference staff will use professional judgement to determine when a fee-based electronic
database would be the best means of answering a question;
- Reference staff will provide authoritative answers to questions;
- Reference staff cannot guarantee the validity or accuracy of information retrieved
from the Internet;
- ID and PASSWORD are only given to registered member of UBD staff, students and external
membership to access all the library databases.
- Loan of Reference Materials
Reference materials will not circulate unless under special circumstances, where
reference books may be checked out overnight at the discretion of the reference
librarian on duty. Books will be checked out at the circulation desk. A note will
be left in the Reference Logbook to alert the Head of Research and Information
Services and the staff that the title has been borrowed.
Item that can be borrowed by a lecturer:
- Books – 1 day,
- Serials – 3 days
Item that can be borrowed by a student:
Student must have a valid reason such as borrowing the item for teaching purposes
or producing colour photocopying.
Item that cannot be borrowed:
- Microfilm/fiche;
- Map, etc.
- Library Instruction and Orientation Session
Classes are offered by Reference and Information Services Division for instructional
use of the library catalogue, electronic resources, elibrary@ubd portal and Internet
searching. Training session are taught in a classroom with hands on to the resources
and database made available by the University Library.
- General Orientation
Library staff orients new students to the facilities, collection and services on
a walking tour of the library.
- Information Literacy Skills Training
These training introduce students to the research process and to the use of the
eLibrary@ubd portal, VISION OPAC, Bruneiana Digital Collection, Internet, CD-ROM
and online databases such as EBSCOhost, ebrary, etc., so that they will be able
to locate and retrieve information.
Training dates and times are posted near the Reference Desk. Booking may be required.
This document is the official policy of the Universiti Brunei Darussalam. Should
there be further queries please contact:
Head of Research Information Services
University Library
Ext. 2162/1209
e-mail: Abdullah.tahir@ubd.edu.bn
Prepared by
Haji Abdullah bin Haji Tahir
Head of Research and Information Services Division
Updated 11/02/2015