Review of Library Services
at
Offshore Teaching Locations
Report
University of Wollongong Library
April 2004
CONTENTS
1.0 Executive Summary
1
1.1 General Recommendations
2
1.2 Site-Specific Recommendations
3
2.0 Introduction
5
2.1 Aims of the Review
5
2.2 Review Methods and Schedule
5
3.0 University of Wollongong Offshore Teaching Programs
6
4.0 Guidelines for Library Services for Offshore Students
7
5.0 Findings and Review Reports
9
5.1 General Findings
9
5.2 Open University of Hong Kong
10
5.3 University of Hong Kong
13
5.4 Hong Kong Baptist University
15
5.5 ABRS Professional learning Services, Hong Kong
18
5.6 AIT Academy and UniCampus, Singapore
20
5.7 Harbridge Open learning Centre, Singapore
22
5.8 INTI College Sarawak, Kuching, Malaysia
23
5.9 University of Wollongong in Dubai
25
Appendix A: Student Survey
29
Appendix B: Student Survey Results
31
Appendix C: Student Welcome Letter
49
i
1.0 Executive Summary
A comprehensive review of library services at University of Wollongong offshore teaching
locations (Dubai, Hong Kong, Singapore, Malaysia) was conducted by the Remote Services
Manager, University Library, during February 2004. The purpose of the review was to
implement a quality assurance process to evaluate current services and to establish
benchmarks for future developments and improvements.
The aims of the review were:
1. To test access to electronic information resources at offshore teaching locations.
2. To evaluate the accessibility of local information resources and library services at
offshore teaching locations.
3. To evaluate client perceptions of the quality of information resources and library
services at offshore teaching locations.
The review was conducted at the following UOW offshore teaching locations:
•
•
•
•
•
•
•
•
Open University of Hong Kong, Li Ka Shing Institute of Professional and Continuing
Education
University of Hong Kong, School of Professional and Continuing Education
Hong Kong Baptist University, School of Continuing Education
ABRS Professional Learning Services, Hong Kong
AIT Academy and UniCampus, Singapore
Harbridge Open Learning Centre, Singapore
INTI College Sarawak, Kuching, Malaysia
University of Wollongong in Dubai
Current UOW Library services for offshore students are outlined on the Library web site
(http://www.library.uow.edu.au/services/offcampus/overseas.html). The Council of Australian
University Librarians (CAUL) has developed a set of guidelines which provide a framework
for assessing the quality of library services currently provided by the University of
Wollongong. The University Library has already implemented many of the elements of these
guidelines, but there is scope for developing a more planned and consistent approach.
The review found that there were a number of key library issues across all teaching locations
involving collaborations with partner institutions. UOW in Dubai was a different case, with
library services more closely aligned with the practice of UOW Library, providing welldeveloped collections, services, and access to electronic resources.
The key issues identified in relation to library services at offshore locations involving partner
institutions were:
1. The adequacy of local print resource collections, particularly the availability of
textbooks and recommended readings to support UOW courses.
2. A lack of awareness on the part of students and staff concerning UOW Library
electronic resources
3. A lack of clarity concerning the use of UOW computer accounts, and some
associated administrative problems.
4. Information literacy levels of students and staff, particularly in relation to the use of
UOW Library electronic resources.
1
Each location exhibited some variation in relation to these key issues. The recommendations
suggest strategies for addressing these issues at both a general and site-specific level.
The student survey established benchmarks for levels of satisfaction with library services. In
all cases, the survey results indicate that there is scope for improving levels of student
satisfaction.
No major problems were encountered in accessing UOW Library electronic resources from
computers located in labs at offshore teaching institutions. Access times were comparable to
those at the Wollongong Campus. Levels of hardware, software, and network bandwidth at
all locations appear to be adequate for accessing UOW electronic resources.
The full report includes more detailed information on the review process, individual site
reports, and student survey results for each location.
1.1 General Recommendations
1. That Agreements of Collaboration with institutional partners include more explicit
guidelines on the partners’ respective responsibilities for the provision of library
services.
2. That the University Library be included in future negotiations of offshore teaching
agreements to ensure that appropriate library services are available to support
teaching programs.
3. That the University of Wollongong’s Information Literacies Introductory Program (ILIP)
be implemented at all offshore teaching locations.
4. That an Orientation Program be implemented at all offshore teaching locations, to
include information on using the University’s electronic learning environment.
Specifically, this program should include instruction in using UOW email accounts,
WebCT, SOLS, and electronic Library resources.
5. That an offshore student guide be prepared (either in print or CD ROM format),
containing information on using UOW email accounts, WebCT, SOLS, and electronic
Library resources.
6. That the welcome letter for offshore students include additional information on
accessing and using the University’s electronic learning environment.
7. That the administration of UOW email accounts, and associated procedures, be more
clearly articulated for offshore teaching locations, and that pathways for assistance be
clearly identified for both staff and students.
8. That a process be implemented at our offshore partner institutions to ensure that
copies of all textbooks and recommended readings are available in a local library or
resource collection.
9. That UOW Library investigates the potential for purchasing electronic books to
support offshore courses.
10. That UOW Library investigates the scope for collaboration with local libraries for
purchase of print collection materials, and the provision of information literacy
instruction.
11. That UOW Library identify an appropriate contact and liaison person at each offshore
teaching location regarding library services.
2
12. That guest UOW accounts be established for identified library staff at partner
institutions.
13. That the UOW Library offshore services web pages be revised to make information
more accessible, and to provide links to partner institution libraries.
14. That a review and survey of offshore library services be conducted on a regular basis
(every two years) to ensure improvements against benchmarks established by the
current review.
1.2 Site-Specific Recommendations
Open University of Hong Kong, Li Ka Shing Institute of Professional and Continuing
Education (LiPACE) (Section 5.2)
1. UOW to consider providing funding to develop the journalism collection at OUHK
Library.
University of Hong Kong (HKU), School of Professional and Continuing Education (SPACE)
(Section 5.3)
1. That a clear process and responsibilities be established to ensure that UOW
textbooks and recommended readings are available in the HKU Library collection.
Hong Kong Baptist University (HKBU), School of Continuing Education (SCE) (Section 5.4)
1. That a process be established to ensure that UOW textbooks and recommended
readings are made available through HKBU Library.
2. That UOW Library establish collaborative links with HKBU Library to develop pilot
information literacy programs for offshore students.
ABRS Professional Learning Services, Hong Kong (Section 5.5)
1. That copies of all textbooks and recommended readings for UOW courses be placed
in the MDC Resource Centre collection. UOW to consider providing funding to
facilitate this.
2. That clear processes, responsibilities, and liaison links be established to ensure that
UOW textbooks and recommended readings are available in the MDC Resource
Centre collection.
3. That UOW/ABRS investigate the possibility of subsidising students for the cost of
membership of the MDC Resource Centre.
4. That ABRS maintain on their premises a small resource collection of textbooks for
UOW courses.
AIT Academy and UniCampus, Stamford Campus, Singapore (Section 5.6)
1. That the administration of AIT Academy be requested to provide further information
on the provision of library services for UOW students, and that any deficiencies be
addressed.
2. That UOW Library investigates the possibility of collaborative arrangements with the
National Library of Singapore to ensure that textbooks and recommended readings
3
for UOW courses are available in local collections. This may involve a funding
contribution from UOW.
3. That the linking of UOW and partner institution authentication be discussed with ITS.
Harbridge Open Learning Centre, Singapore (Section 5.7)
1. That Harbridge Open Learning Centre be encouraged to develop its on-site resource
collection and to employ a part-time staff member to manage its operation.
2. That UOW Library investigates the possibility of collaborative arrangements with the
National Library of Singapore to ensure that textbooks and recommended readings
for UOW courses are available in local collections. This may involve a funding
contribution from UOW.
INTI College Sarawak, Kuching, Malaysia (Section 5.8)
1. That UOW Library investigate ways that it might assist St. Patrick’s Library to
purchase materials on UOW reading lists which are difficult to source from Sarawak.
2. That St. Patrick’s Library consider the installation of additional computer access
areas, in response to student feedback.
University of Wollongong in Dubai (Section 5.9)
1. That funding and resource allocation for UOWD Library be maintained at a level
commensurate with the development of the University and the range of courses
offered.
2. That additional space be made available for the Knowledge Village Campus Library.
3. That UOW Library considers extending its document delivery service to offshore
postgraduate coursework students.
Craig Littler
Remote Services Manager
University of Wollongong Library
April 2004
4
2.0 Introduction
As part of its quality assurance and continuous improvement program, the Library conducted
a comprehensive review of library services at University of Wollongong offshore teaching
locations (Dubai, Hong Kong, Singapore, Malaysia) during February 2004. The purpose of
the review was to implement a quality assurance process to evaluate current services and to
establish benchmarks for future developments and improvements. In light of the University’s
expansion into offshore operations, and the increasing availability of electronic information
resources that can be networked globally, it was considered timely to review services to
ensure that they meet standards comparable to those offered to UOW students studying
within Australia.
2.1 Aims of the Review
The aims of the review were:
1. To test access to electronic information resources at offshore teaching locations
2. To evaluate the accessibility of local information resources and library services at
offshore teaching locations
3. To evaluate client perceptions of the quality of information resources and library
services at offshore teaching locations
2.2 Review Methods and Schedule
The review was undertaken by the Remote Services Manager, Library, who conducted onsite visits to the University’s main offshore campuses and partner institutions. This provided
an opportunity to meet with local library staff, academic staff, and students; to evaluate local
physical facilities and IT infrastructure; to assess levels of satisfaction with library resources
and services; and to establish ongoing liaison contacts. Teaching locations and review dates
were as follows:
Hong Kong
• Open University of Hong Kong, Li Ka Shing Institute of Professional and Continuing
Education [4 February]
• Hong Kong University, School of Professional and Continuing Education [5 February]
• Hong Kong Baptist University, School of Continuing Education [6 February]
• ABRS Professional Learning Services [7 February]
Singapore
• AIT Academy and UniCampus [9 February]
• Harbridge Open Learning Centre [9 February]
Malaysia
• INTI College Sarawak, Kuching, Malaysia [12 February]
Dubai
• University of Wollongong in Dubai [16-22 February]
The methods of review against each of the aims included:
1. Test access to electronic information resources at offshore teaching locations
•
•
•
Check access to a broad selection of fulltext databases and electronic journal
collections (benchmark access times against Wollongong Campus)
Review relevant IT infrastructure (no. of computers, processor speed, network access
etc.)
Check usage of UOW email accounts for access to Library electronic resources
5
2. Evaluate the accessibility of local information resources and library services at offshore
teaching locations
•
•
•
•
•
Survey local library collections (collection size and collection strength)
Assess availability of materials on reading lists for UOW subjects
Student evaluations (via questionnaires and focus groups)
Survey range of local library services available to UOW students
Evaluate information literacy skills of local library staff, academic staff, and students
3. Evaluate client perceptions of the quality of information resources and library services at
offshore teaching locations
•
•
Conduct evaluations through student questionnaires and focus groups (based on
CAUL/Rodksi Library Client Satisfaction Survey 2002)
Assess level of student awareness of UOW Library resources and services available
to them
Prior to offshore visits, a review of current partnership arrangements regarding library
services at each offshore teaching location was conducted. Meetings with UOW academic
staff who teach at offshore locations were also held to understand current practices and
expectations for offshore information resource provision.
The University Library already has strong advisory and liaison links with the University of
Wollongong in Dubai Library. The Dubai visit provided an opportunity to strengthen these
links and to extend information literacy programs.
3.0 University of Wollongong Offshore Teaching Programs
The University currently has approximately 3,500 students studying outside Australia. The
bulk of these (c. 2,700) are enrolled in degree programs offered through partner institutions
in various countries, and at the University of Wollongong in Dubai. Some students also study
through ‘twinning’ arrangements (such as those at several Chinese universities) whereby
students study for a number of years at their home institution and complete their degrees at
the Wollongong Campus. The focus of this review is on those programs offered through
partner institutions and at UOW in Dubai. The UOW faculties involved in these programs are
Commerce, Creative Arts, Informatics, Education and Engineering. Partner institutions,
student numbers, and courses offered are indicated in the table below.
Institution
No. of Students
UOW Courses Offered
Open University of Hong Kong,
LiPACE
c. 20
Master of Journalism
University of Hong Kong, School
of Professional and Continuing
Education (SPACE)
c. 45
Graduate Certificate in Computer-Based
Learning
Master of Education (IT)
Master of Arts (IT in Education and Training)
Hong Kong Baptist University,
School of Continuing Education
(SCE)
c. 270
Bachelor of Commerce (Logistics)
Bachelor of Business Administration
Master of Business Administration
Master of Science (Logistics)
ABRS Professional Learning
Services, Hong Kong
c. 150
Master of IT Management
Master of Industry-Based IT
AIT Academy and UniCampus,
Singapore
c. 75
Advanced Diploma of Business Administration
Bachelor of Business Administration
6
Harbridge Open Learning Centre,
Singapore
c. 350
Bachelor of Information Technology
Bachelor of Internet Science and Technology
Master of International Business
Master of IT Management
Master of Strategic Marketing
Master of Science (Logistics)
INTI College, Kuching, Sarawak,
Malaysia
c. 160
Bachelor of Computer Science
University of Wollongong in
Dubai
c. 1500
Freshman Program
Bachelor of Business Administration
Bachelor of Commerce
Bachelor of Computer Science
Bachelor of Internet Science and Technology
Master of Business Administration
Master of International Business
Master in Quality Management
Master of Education (Educational Leadership)
Arrangements for the delivery of these programs are governed by formal agreements of
collaboration between UOW and the partner institution. These agreements usually include a
short statement on the provision of library services, with the partner institution being
responsible for:
!
!
Ordering, collection and dissemination of subject materials and
recommended textbooks to students; and
Library facilities
(Agreement with School of Continuing Education, Hong Kong Baptist
University, p. 5)
The agreements contain no further specification concerning the scope and standard of library
services and facilities. To this point, the University Library has not been involved in
negotiating levels of library service provision with partner institutions.
UOW academic staff adopt a variety of methods for providing information resources to
offshore students. These include the production of printed books of readings, access to
electronic readings, use of UOW Library databases and electronic journals, Internet
resources, student purchase of textbooks, and access to local library collections. Some
academic staff have reported difficulties in ensuring the availability of recommended books in
local library collections, and in the administration of UOW email accounts which provide
access to electronic resources. Lower levels of information literacy, as reflected in the poorer
quality of assignment work from some offshore students, have also been noted.
4.0 Guidelines for Library Services for Offshore Students
The Council of Australian University Librarians (CAUL) has established guidelines for the
provision of library services to offshore students, which identify a number of principles,
planning procedures, and funding considerations:
Principles
•
Offshore students will have access to a basic level of library service and information
resources to support their learning.
•
Offshore students will be enrolled so as to be authenticated for remote access to a
range of library services and information resources provided by the home institution.
7
•
Appropriate access to the home library’s services and information resources should
be provided to the partner teaching and support staff to facilitate a productive learning
environment.
•
The home institution’s planning and decision-making processes will take into account
the requirements for offshore students to access appropriate library information
resources and services.
•
The cost of providing library services and information resources to offshore students
shall be recognised in university budget allocations and costing models.
Planning Procedures
•
A Library Impact Statement should be completed as part of the formal university
planning and implementation process for all offshore courses.
•
The Library should liaise with the university’s International Office (or equivalent) to
ensure that documents such as the Library Impact Statement are considered prior to
formalising agreements with partners.
•
University standards for student computing should specify the hardware and software
requirements to enable offshore students to access home library electronic services
and information resources.
•
The home institution or partner must ensure that offshore students have access to
computers that have Internet access suitable for accessing electronic library services
and information resources.
•
The Library should assist the university to ascertain whether proposed library services
and resources, which are to be provided locally, are appropriate for the offshore
student cohort.
•
The Library, where appropriate, should facilitate agreements with local library
providers to provided services and information resources for offshore students.
Library staff at the home institution may need to liaise with offshore library providers
to facilitate access to locally provided library services and information resources.
The basic library services should include:
•
Access to a range of appropriate electronic information resources, which are similar
to those provided to onshore students, for example electronic journals and databases,
e-reserve articles, past examination papers, lecture notes etc. Licence agreements
should be negotiated to cover offshore student and staff access
•
Access to a range of appropriate electronic library information services, including a
help desk service to provide information on passwords and access.
•
Access to electronic information literacy training programs.
•
Access to a document delivery service for some offshore student cohorts and
academic staff.
•
Advising academics on library services and information resources available prior to
their teaching offshore, including information literacy training for academics to enable
them to assist offshore students.
8
•
Feedback mechanisms so as to monitor the quality and appropriateness of the library
services and information resources for offshore students.
Funding Considerations
•
The Library should receive funding for the offshore services and information
resources provided.
•
Specific charges may need to be negotiated for additional services, e.g. creation of
learning centre/library offshore print collections.
•
Payments to local library providers may be necessary to ensure access and
borrowing privileges for offshore students and staff.
The CAUL guidelines provide a framework for assessing the quality of library services
currently provided by the University of Wollongong. The University Library has already
implemented many of the elements of these guidelines, but there is scope for developing a
more planned and consistent approach. Current UOW Library services for offshore students
are outlined on the Library web site
(http://www.library.uow.edu.au/services/offcampus/overseas.html). These services include
access to full text databases and electronic journals, access to electronic readings, a
document delivery service for postgraduate research students, faculty-specific Internet
resources, an ‘Email a Librarian’ reference service, and a range of information literacy online
tutorials. The web site also includes information on computer hardware and software
requirements for accessing the Library’s electronic resources.
5.0 Findings and Review Reports
The review findings are drawn from a number of sources including on-site visits and
meetings with relevant staff, tests of electronic access, focus groups and workshops with
students, and the student survey (Appendix A, pp. 29-30). Some of the review findings are
applicable to multiple locations, and these are presented in Section 5.1. Individual site
reports are presented in sections 5.2 – 5.9.
5.1 General Findings
The review found that there were certain key library issues across all teaching locations
involving collaborations with partner institutions. UOW in Dubai was a different case, with
library services more closely aligned with the practice of UOW Library, providing welldeveloped collections, services, and access to electronic resources.
The key issues identified in relation to library services at offshore locations involving partner
institutions were:
1. The adequacy of local print resource collections, particularly the availability of
textbooks and recommended readings to support UOW courses.
2. A lack of awareness on the part of students and staff concerning UOW Library
electronic resources
3. A lack of clarity concerning the use of UOW computer accounts, and some
associated administrative problems.
4. Information literacy levels of students and staff, particularly in relation to the use of
UOW Library electronic resources.
9
Each location exhibited some variation in relation to these key issues. The individual site
reports discuss the issues in more detail. The recommendations (pp. 2-4) suggest strategies
for addressing these issues at both a general and site-specific level.
Offshore students receive a welcome letter (Appendix C. p. 49) upon enrolment which
provides details of the student’s email user name and password, and some brief information
on the University’s electronic resources such as the web site, email, and WebCT. This letter
does not currently contain any information about Library resources or SOLS. There is clearly
scope for including additional information with the welcome letter.
The student survey established benchmarks for levels of satisfaction with library services. In
all cases, the survey results indicate that there is scope for improving levels of student
satisfaction. Student survey results for each location including an importance/performance
gap analysis, ratings of overall satisfaction with library services, and collated comments are
presented in Appendix B (pp. 31-47).
No major problems were encountered in accessing UOW Library electronic resources from
computers located in labs at offshore teaching institutions. Access times were comparable to
those at the Wollongong Campus. Levels of hardware, software, and network bandwidth at
all locations appear to be adequate for accessing UOW electronic resources. Occasionally,
some problems were encountered with accessing particular databases (e.g. Factiva) at
particular sites (e.g Hong Kong Baptist University) due to local network security
arrangements.
5.2 Open University of Hong Kong (OUHK), Li Ka Shing Institute of Professional and
Continuing Education (LiPACE) [http://www.ouhk.edu.hk/WCM/]
Meetings held with:
Mr. Forrest Chan, Manager, Business Development, LiPACE
Mrs. Wai-Man Wong, University Librarian, Open University of Hong Kong
Ms. Edith Wu, Senior Assistant Librarian, Open University of Hong Kong
Ms. Carol Lau, Programme Officer, LiPACE
Workshop and focus group with UOW Master of Journalism students (4)
5.2.1 Local Library and Information Services
OUHK Library: Ho Man Tin Campus
OUHK Library: http://www.lib.ouhk.edu.hk/
LiPACE is the continuing education arm of the Open University of Hong Kong (OUHK). The
University of Wollongong offers a Master of Journalism degree program through LiPACE.
10
Currently there are about 20 students enrolled in this program. There is not much overlap
between LiPACE programs and OUHK degree programs offered through five different
schools. OUHK Library is located at the Ho Man Tin Campus in Kowloon. LiPACE is located
at the Island Learning Centre in central Hong Kong.
LiPACE contracts OUHK Library to provide services for its programs. LiPACE pays a fee to
OUHK Library for UOW students to have borrowing rights and to use electronic resources
such as databases within the Library. UOW students receive an OUHK student card for
borrowing purposes. There are licensing issues associated with providing remote access for
UOW students to OUHK electronic resources. OUHK Library does not purchase additional
material to support the UOW journalism program as there is no budget allocation for this.
Consequently, the journalism collection at OUHK Library is very limited. LiPACE and OUHK
Library are currently discussing the possibility of additional funding from LiPACE to develop
the collections to support LiPACE programs. OUHK Library is also currently piloting an interlibrary loans service for LiPACE students. UOW may need to consider providing funding to
develop the OUHK collections to support the journalism program.
OUHK Library facilities are of good quality, with ample study spaces and computer access
areas. Facilities include a large computer lab (c. 35 computers) and teaching labs (c.50
computers). The Library currently subscribes to c.15,000 electronic journal titles and
c.12,000 electronic books. Access to all electronic books is currently for a two-hour period.
UOW students can access these resources within the Library. About 1/3 to 1/2 of the
collection is in Chinese, and the collection policy is aiming for a 1:1 ratio. Half of OUHK
courses are offered in Chinese, and half in English.
OUHK Library: Study Space
OUHK Library: Teaching Lab
11
OUHK Library: Teaching Lab
OUHK Library has an excellent gateway (http://www.lib.ouhk.edu.hk/) to its electronic
resources, and won a Stockholm Challenge Award for its e-library in 2000. The Library uses
the Dynix library management system. It is also involved in a project to digitise Chinese
books.
OUHK offers a self-paced online information literacy program called Mining Information in the
Internet Age for a $HK900 (c. $A160) annual fee. Orientation sessions and workshops are
also conducted in consultation with course coordinators, but there are no specific programs
for journalism students. UOW academic staff conduct some face-to-face orientation sessions
with UOW students at LiPACE, but it is unclear whether these include any instruction in using
library resources.
5.2.2 Student Focus Group and Survey Results
Students indicated that they usually receive a printed set of reading materials for their
journalism subjects. Students expressed concern, however, about limited access to some
reading materials, particularly books, in the OUHK Library and in Hong Kong generally. Hong
Kong Baptist University offers a media program, and has some limited journalism materials
that some students have accessed. There was general agreement amongst students that a
collection of journalism materials at OUHK Library would be helpful.
A number of students reported problems with the administration of their UOW email
accounts, with the main difficulty appearing to be that user names and passwords issued did
not provide access (perhaps because they had expired) to UOW resources such as SOLS
and electronic databases. Several students reported that they had contacted ITS via email
but had received no response.
Students expressed low levels of satisfaction with UOW Library services (largely because of
access issues), but rated local library services more highly.
5.2.3 Overall Assessment
OUHK Library provides innovative, good quality services to its student population, with
access to a wide range of print and electronic resources, and well-equipped labs and study
spaces. The lack of journalism resources, however, limits its value for UOW students.
5.2.4 Recommendations
1. UOW to consider providing funding to develop the journalism collection at OUHK
Library.
12
5.3 University of Hong Kong (HKU), School of Professional and Continuing Education
(SPACE) [http://www.hku.hk/space/]
Meetings held with:
Dr. Jesucita Sodusta, Senior Programme Director, HKU SPACE
Emily Chin, Administration, HKU SPACE
Dr. Anthony Ferguson, University Librarian, University of Hong Kong Library
Mrs. Gayle Chan, Collection Development Librarian, University of Hong Kong Library
Ms. Nancy Chan, Assistant Librarian, University of Hong Kong Library
Workshop and focus group with UOW MEd (IT)/MA (IT) students (4)
5.3.1 Local Library and Information Services
HKU Main Library
HKU Library: http://lib.hku.hk/
SPACE is the continuing education arm of the University of Hong Kong and has 12 learning
centres distributed throughout Hong Kong, typically located in high-rise office buildings.
SPACE pays a fee to HKU Library so that their students can obtain a ‘borrower’s card’. This
entitles SPACE students to borrow library materials and to access HKU’s electronic
resources (both on-campus and remotely). The SPACE fee includes funding for collection
development, and SPACE are able to request materials for the HKU Library collection. It is
unclear, however, as to whether there is a systematic process in place for ensuring that
recommended book materials for UOW courses are automatically purchased for the HKU
Library collection. The view of Dr. Ferguson, University Librarian, is that SPACE students are
well catered for in terms of library services.
The HKU Library collection is currently c. 2 million print items, c. 20,000 electronic journal
subscriptions, and c. 15,000 electronic books (through netLibrary). There is a generous
annual information resources budget (c. $US10 million). The Library uses the Innovative
library management system and has implemented MetaSearch software. EZproxy is used to
authenticate access to electronic resources. PDA wirelesss access to some electronic
databases is also currently being trialled through a service called MyLibrary@Hand, in
conjunction with a number of PDA manufacturers (http://lib.hku.hk/mylib@hand/).
HKU Library facilities include a Knowledge Navigation Centre (similar to a learning commons
area), an ‘e-learning’ lab, and generous individual and group study spaces. Information
literacy workshops are conducted regularly and many of these materials are being made
available online.
13
HKU Main Library: Knowledge Navigation Centre
HKU Main Library: e-Learning Lab
HKU Main Library: Study Spaces
5.3.2 Student Focus Group and Survey Results
A workshop and focus group was conducted with 4 UOW MEd (IT)/MA (IT) students at the
North Point Learning Centre. Students had recently received a letter confirming their
borrower status at HKU Library. Students reported that they received their UOW user name
and password on their enrolment form from UOW. Students were generally unaware of the
UOW Library’s electronic resources. The survey results indicated some large gaps between
importance and performance (although the sample was very small), but a somewhat
contradictory higher level of satisfaction with UOW and local library services.
5.3.3 Overall Assessment
HKU Library is innovative and well-resourced, and provides a good level of service for UOW
students. The process of purchasing UOW textbooks and recommended readings for HKU
Library needs to be clarified.
5.3.4 Recommendations
1. That a clear process and responsibilities be established to ensure that UOW
textbooks and recommended readings are available in the HKU Library collection.
14
5.4 Hong Kong Baptist University (HKBU), School of Continuing Education (SCE)
[http://www.sce.hkbu.edu.hk/]
Meetings held with:
Mr.Philip Chan, Senior Programme Administrator, Business and IT Studies Division, HKBU
SCE
Ms. Catherine Kwan, Programme Administrator, HKBU SCE
Ms. Fanny Chui, Programme Administrator, HKBU SCE
Ms. Shirley Leung, University Librarian, HKBU Library
Ms. Kylie Chan, Associate Librarian, Technical and Collection Services, HKBU Library
Mr. Li Yiu On, Coordinator of Public Services, HKBU Library
Mr. Paul Lee, Assistant Librarian, Reference and User Education, HKBU Library
Ms. Rebekah Wong, Junior Assistant Librarian, Reference and User Education, HKBU
Library
Workshop and focus group with UOW Bachelor of Business Administration students (18)
5.4.1 Local Library and Information Services
Ah Shue Hung Memorial Library (Main Library)
Hong Kong Baptist University Library: http://www.hkbu.edu.hk/library/
HKBU School of Continuing Education (SCE) pays a fee to HKBU Library for the provision of
student access to services, and for collection development. The Library has a dedicated SCE
liaison librarian, Rebekah Wong.
The Ah Shue Hung Memorial Library is the Main Library for HKBU. UOW students have
generous loan conditions and the collection is current and wide-ranging in the subject areas
of business and management. The collection contains approximately 60% English and 40%
Chinese materials. The Library also houses an extensive archival collection on the history of
Christianity in Asia until 1950.
The Library uses the Innovative library management system and EZproxy is used to
authenticate access to electronic resources. The Library subscribes to more than 180
electronic databases including access to major multi-disciplinary, business, economics, and
newspaper resources. UOW students have on-campus and remote access to these
resources.
Some attempts have been made by HKBU library staff to arrange information literacy
workshops for UOW students but there has been a low participation rate. HKBU Library staff
expressed an interest in collaborating with UOW Library in developing information literacy
programs for UOW students. It may be useful to arrange a guest UOW computer account for
the SCE Librarian (Rebekah Wong) so that she can familiarise herself with the UOW
electronic resources available to students studying through HKBU.
15
HKBU Library is well-equipped with study spaces, computer access areas, and teaching
labs. Parts of the Library are currently undergoing renovation.
HKBU Library: Computer Access Area
HKBU Library: Multimedia Learning Centre
HKBU Library: Teaching Lab
SCE also maintains a small Resource Library in the SCE Tower on the HKBU Campus. Most
student lectures and tutorials are held in the SCE Tower which has well equipped teaching
labs. The Resource Library contains a small collection of UOW subject outlines, subject
materials, and some textbooks. The Resource Library has no separate budget for the
purchase of materials and relies on lecturers donating books to the collection. Internet
access is available via five computers in the Resource Library. Statistics indicate that the
Resource Library is reasonably well used by UOW students, particularly those in the BBA
program.
16
SCE Tower: Teaching Lab
SCE Resource Library
SCE Resource Library
5.4.2 Student Focus Group and Survey Results
Students raised issues concerning the availability of textbooks and current book materials in
the HKBU Library. There was also a generally low level of awareness concerning UOW
Library electronic resources. A number of students commented on the value of a workshop to
introduce them to UOW’s electronic information and learning environment. The survey
revealed a good level of alignment between student perceptions of importance and
performance across a range of services and facilities, and levels of satisfaction were in the
middle range.
5.4.3 Overall Assessment
HKBU Library provides a good range of facilities, resources and services. Library staff
indicated a commitment to addressing the needs of UOW students, and are keen to
collaborate with UOW Library to develop services further, particularly in the area of
information literacy.
17
5.4.4 Recommendations
1. That a process be established to ensure that UOW textbooks and recommended
readings are made available through HKBU Library.
2. That UOW Library establish collaborative links with HKBU Library to develop pilot
information literacy programs for offshore students.
3. That consideration be given to providing copies of UOW textbooks and recommended
readings for the SCE Resource Library.
5.5 ABRS Professional Learning Services, Hong Kong [http://www.abrs.com.hk/]
Meetings held with:
Mr. Bernard Chan, Program Director, ABRS
Mr. Ritchie Poon, Program Director, ABRS
Ms. Kennis Chan, Program Administrator, ABRS
Workshop and focus group with UOW Master of IT Management students (15)
5.5.1 Local Library and Information Services
MDC Resource Centre: http://www.mdchk.com/cybermdc/
Hong Kong Central Library: http://www.hkpl.gov.hk/hkcl/eng/main.htm
HKUST Library: http://library.ust.hk/
ABRS is a private educational provider offering degree and professional training programs in
information technology and management. It does not have its own library located on its
premises. Students are directed to a number of local library services for accessing print
materials. These include the Management Development Centre (MDC) Resource Centre
located near the ABRS premises in Wan Chai, The Hong Kong Central Library (public library)
in Causeway Bay (c. 10 minutes’ travel), and the Hong Kong University of Science and
Technology (HKUST) Library in Clearwater Bay (c. 1 hour travel from ABRS premises).
Students are required to pay an annual fee for membership of the MDC library ($HK300 = c.
$A60) and the HKUST Library ($HK2,000 = c $A400). Membership of the Hong Kong Central
Library is free of charge. All three libraries are open on weekday evenings and at selected
times on weekends.
Some book materials relevant to UOW courses are placed in the MDC Library collection.
MDC membership also includes access to resources such as electronic journals and ebooks. The MDC Resource Centre has recently moved to new premises which provide an
excellent study environment. The Hong Kong Central Library is well resourced, with
extensive computing and study facilities, and appears to have a broad current collection in
the management and IT subject areas.
MDC Resource Centre
18
MDC Resource Centre: Study Space
5.5.2 Student Focus Group and Survey Results
Student concerns focused on access to information resources at local libraries. They
indicated that they had difficulty accessing recommended book readings from local
collections. Suggestions to improve this situation included the purchase of electronic
versions of textbooks, submitting reading lists to local libraries for purchase, and creating a
small library on the ABRS premises.
Students showed little awareness of UOW Library electronic resources, and were unclear
about how to solve problems regarding UOW user names and passwords. They also
commented that it would have been good to have a library workshop at the beginning of their
course.
The survey results indicated a reasonable level of alignment between student perceptions of
importance and performance across most services and facilities, with a larger gap indicated
for those questions concerning access to resources. Overall satisfaction levels were in the
middle range.
5.5.3 Overall Assessment
ABRS students have access to good quality libraries in the local area, but the requirement for
payment of a membership fee may be a disincentive to use these services. Access to
materials on recommended readings lists could be improved.
5.5.4 Recommendations
1. That copies of all textbooks and recommended readings for UOW courses be placed
in the MDC Resource Centre collection. UOW to consider providing funding to
facilitate this.
2. That clear processes, responsibilities, and liaison links be established to ensure that
UOW textbooks and recommended readings are available in the MDC Resource
Centre collection.
3. That UOW/ABRS investigate the possibility of subsidising students for the cost of
membership of the MDC Resource Centre.
4. That ABRS maintain on their premises a small resource collection of textbooks for
UOW courses.
19
5.6 AIT Academy and UniCampus, Stamford Campus, Singapore
[http://www.aitacademy.edu.sg/]
Meeting held with:
Mr. Mohammed Farikh, Assistant Head of School, School of Graduate Studies
AIT Academy: Stamford Campus
5.6.1 Local Library and Information Services
National Library of Singapore: http://www.nlb.gov.sg/index.html
AIT Academy and UniCampus is a private education institutional offering a range of
certificate, diploma and degree programs. It does not have its own library on the premises.
Textbooks are purchased directly by students and printed books of readings are made
available. The Stamford Campus building includes some student reading and discussion
areas containing small collections of current magazines.
AIT Academy: Student Reading and Discussion Area
Students are encouraged to use the nearby Singapore National Library for borrowing books.
The National Library has a strong management, business and IT collection and up-to-date
computer and study facilities. A new National Library building is currently being constructed a
few blocks from the Stamford Campus. The National Library’s network of community libraries
is highly regarded, and has a reputation for providing high quality service and a wide range of
resources.
The Stamford Campus building includes a small ‘e-library’ lab containing c. 12 computers
with Internet access. AIT Academy does not subscribe to commercial electronic databases or
e- journals. The ‘e-library’ currently has rather cramped conditions and does not appear to
offer any more access than a traditional computer lab. The ‘e-library’ tag is thus something of
a misnomer.
20
AIT Academy: ‘e-library’
Mr. Farikh was not aware of UOW Library electronic resources, and one could assume that
UOW students at the Academy would also be in this position. AIT Academy are currently
creating a student portal and are interested in the possibility of linking AIT authentication with
UOW authentication so that students have to authenticate once only. This may be relevant to
UOW’s other offshore partners, and will require some discussion with ITS.
5.6.2 Student Focus Group and Survey Results
Despite several requests to meet with students and to administer the student survey, this
was not arranged by AIT Academy administration. This is disappointing given the level of
cooperation experienced at other locations.
5.6.3 Overall Assessment
It is difficult to make a full assessment based on limited information, but it appears that
students at AIT Academy are given little assistance with library services, particularly with
access to a collection of textbooks and recommended readings. It is perhaps significant that
the AIT Academy web site makes no mention of library services. There appears to be a
heavy reliance on the collections and services provided by the National Library of Singapore.
5.6.4 Recommendations
1. That the administration of AIT Academy be requested to provide further information
on the provision of library services for UOW students, and that any deficiencies be
addressed.
2. That UOW Library investigates the possibility of collaborative arrangements with the
National Library of Singapore to ensure that textbooks and recommended readings
for UOW courses are available in local collections. This may involve a funding
contribution from UOW.
3. That the linking of UOW and partner institution authentication be discussed with ITS.
21
5.7 Harbridge Open Learning Centre, Singapore [http://www.harbridge.edu.sg]
Meetings held with:
Ms. Grace Lam, Director, Singapore Operations, Harbridge Institute of Business and
Technology
Focus group with UOW BIT students (7)
Harbridge Open Learning Centre
5.7.1 Local Library and Information Services
National Library of Singapore: http://www.nlb.gov.sg/index.html
Harbridge Open Learning Centre does not maintain a library on its own premises, but has a
small resource collection of textbooks and some recommended readings from which
students can borrow. There are plans to expand this collection and to employ a part-time
staff member to manage its operation. Students are encouraged to use the Singapore
National Library network of community libraries for borrowing other book material. The
Harbridge premises contain a number of computer labs for student use, and electronic
resources can be accessed from these.
22
Harbridge Resource Collection
5.7.2 Student Focus Group and Survey Results
Students in the focus group reported that they were able to access most recommended
books from within the National Library system. They also commented on the need for a
greater level of integration between online learning systems such as WebCT, and Library
resources. The survey revealed a high level of alignment between student perceptions of
importance and performance across a range of services and facilities, although the average
level of importance was lower than for some other sites (perhaps indicating lower
expectations of library services). Satisfaction levels, however, were in the lower range.
5.7.3 Overall Assessment
Harbridge’s resource collection provides a good model for other private educational providers
with which UOW has partnership arrangements. The extension of this facility will assist
students to access textbooks and recommended readings. There is scope for exploring
possible collaborative links with the National Library of Singapore to ensure that UOW print
resources are available in local collections.
5.7.5 Recommendations
1. That Harbridge Open Learning Centre be encouraged to develop its on-site resource
collection and to employ a part-time staff member to manage its operation.
2. That UOW Library investigates the possibility of collaborative arrangements with the
National Library of Singapore to ensure that textbooks and recommended readings
for UOW courses are available in local collections. This may involve a funding
contribution from UOW.
5.8 INTI College Sarawak, Kuching, Malaysia [http://www.intisar.edu.my/]
Meetings held with:
Mr. Harold Sim, Head, School of Computing and IT, INTI College
Mr. Yiong Ek Ta, Assistant Head / Head of Program, School of Computing and IT, INTI
College
Ms. Kimberly Lam, Coordinator, Resource and Development, School of Computing and IT,
INTI College
Mr. Geoffrey Tan, Librarian, INTI College
Mr. Yusuf Haji Ali, Information Executive, Sarawak State Library
Workshop with UOW Bachelor of Computer Science students (40)
23
5.8.1 Local Library and Information Services
INTI College: St.Patrick’s Library
St. Patrick’s Library: http://www.intisar.edu.my/library.html
INTI College has its own library, St. Patrick’s, which houses a collection of c. 45,000
volumes, study areas, and a computer access area (c. 30 computers). Study areas provide
extensive seating (up to 400 places) for students. The Library has extended opening hours
four days a week (9am-9pm Monday to Thursday; 9am-1pm Fridays) and provides a positive
study environment for INTI students.
St. Patrick’s Library: Computer Access Area
St. Patrick’s Library: Study Area
As part of the St. Patrick’s Library collection development policy, all materials on UOW
reading lists are purchased for the local collection, if they are available. Six copies of the
textbook(s) are purchased for individual UOW subjects. Problems have been encountered in
purchasing materials because of some publishers’ geographic restrictions on book sales.
Students are expected to purchase the textbook(s) for their subjects, and these can be
obtained from a bookshop on campus.
24
St. Patrick’s Library currently subscribes to two electronic databases, Computer Database
(computers and IT) and Perfect Analysis (financial and company information). These
databases can be accessed from computers within the Library.
INTI College staff were very helpful and positive, and are keen to ensure that resources are
available for UOW courses and to work collaboratively to develop appropriate services.
There is a positive relationship between the Sarawak State Library and INTI College. INTI
students are entitled to use the State Library resources and facilities, which are of a high
standard. The State Library has also developed and presented a number of information
literacy workshops for INTI students, although participation so far has been low.
5.8.2 Student Survey Results
The results of the student survey indicated that the main issues of concern to students were
the availability of book materials, access to computers, speed of Internet access, ease of use
of online interfaces, and borrowing conditions. Some student expectations in these areas
may be unrealistic, particularly in relation to the number of copies of textbooks purchased for
each subject, and borrowing conditions. Satisfaction levels were in the middle range. The
student workshop also revealed that students were generally unaware of UOW Library
electronic resources, and how to access and use them.
5.8.3 Overall Assessment
For its size and resource allocation, St. Patrick’s Library provides a good quality service for
UOW students. There is scope to work collaboratively with local staff to improve the
availability of recommended resources, to ensure that students make the best use of UOW
electronic resources, and to develop information literacy skills.
5.8.4 Recommendations
1. That UOW Library investigate ways that it might assist St. Patrick’s Library to
purchase materials on UOW reading lists which are difficult to source from Sarawak.
2. That St. Patrick’s Library consider the installation of additional computer access
areas, in response to student feedback.
5.9 University of Wollongong in Dubai (UOWD)
Meetings held with;
Prof. Stephen Martin, CEO, UOWD
Dr. Cecilia Nembou, Academic Registrar, UOWD
Dr. Cedwyn Fernandes, Undergraduate Coordinator, UOWD
Ms. Jane Whiteside, Manager, Library Services, UOWD
Ms. Maureen Challender, Library Technician, UOWD
Mr. Richard Booker, IT Manager, UOWD
Library services workshops (2) with 25 academic staff
Presentation on quality management at UOW Library to Northern Emirates Academic
Librarians (NEAL) Group
The University of Wollongong in Dubai (UOWD) currently has two campuses: Jumeira Beach
Road Campus, offering the Freshman Program, and the Knowledge Village Campus which
offers the University’s undergraduate and postgraduate degree programs. Two libraries
serve these campuses. The existing library at the Beach Road Campus (244m2) has been
converted to provide resources and facilities to support the Freshman Program, and a new
library (210m2) housing the bulk of the collection has been opened at the Knowledge Village
Campus. Both libraries are very actively used by students. Knowledge Village opening hours
are 8.30am-8.30pm Sunday to Thursday, and 9-5 Saturday; Beach Road opening hours are
25
Sunday to Thursday 9am-5pm, closed on Saturday. Both libraries are closed on Friday
(Muslim holy day).
UOWD: Beach Road Campus Library
UOWD: Beach Road Campus Library
UOWD: Knowledge Village Campus Library
UOWD: Knowledge Village Campus Library
26
Although UOWD Library is directly managed by ITC (Illawarra Technology Corporation),
strong liaison links have been established with UOW Library which acts in an advisory and
consultative capacity. The University Librarian, Felicity McGregor, and the Associate
Librarian Technology Services, Neil Cairns, conducted a formal review of UOWD Library
services in May 2001. Jane Whiteside and Maureen Challender have also visited the UOW
Library at the Wollongong Campus on several occasions for training workshops, sharing of
information, and meeting with relevant staff.
5.9.1 Staffing and Administration
Current staffing for both libraries is as follows:
Jane Whiteside, Manager, Library Services (Full-time 42.5 hours per week)
Ms. Maureen Challender, Library Technician (Full-time)
Ms. Saba Gaffar, Librarian (Full-time)
Mr. Mubasher Mirza, Librarian (Full-time)
Five part-time casual student assistants (total 30 hours per week)
Jane moves between both Beach Road and Knowledge Village libraries. Maureen is
predominantly based at Knowledge Village. Other staff are rotated between the two libraries.
Funding has been identified for an additional Librarian position and a Library Assistant
position. It is envisaged that the new Librarian will take a more active role in Library
orientation programs.
5.9.2 Collections and Physical Facilities
The hard copy collection for both campus libraries is currently c. 10,000 items and is growing
at a rate of c. 20% (2,000 items) per annum. An information resources budget of 260,000
dhirams (c. $A106,000) has been allocated for 2004. Collection development is linked to
programs offered at each campus location. The acquisitions process is based on subject
reading lists, and staff and student recommendations. Academic staff requests for purchase
are placed using a standard request form which is approved by the UOWD Library
Committee. The recent UAE government accreditation report identified the need for
additional information resources to support the new MEd (Educational Leadership) degree
program to be offered from September 2004.
On occasions there has been a need to transfer resources between library locations to fulfil
the information needs of students and staff at the two campuses.
Group study rooms have been created in the Beach Road Library, and there are also plans
to create a ‘learning space’ within this library for EUS (English for University Studies) and
UEP (University Entrance Program) students. There are also plans to create group study
rooms within the new Knowledge Village Library. The new space at the Knowledge Village
Library is heavily utilised, and student feedback indicates that additional space is required to
accommodate student needs.
5.9.3 Services and Access to Resources
UOWD Internet access is through Dubai Internet City (DIC), a ‘free zone’ not subject to
censorship as with ETISALAT, the local UAE telecommunications provider. Current
bandwidth is 1Mbps with an unlimited download quota. Congestion and slow connection
times can occur during times of peak usage, and there is a proposal to increase bandwidth to
2 Mbps in the near future. However, no significant access problems in relation to UOW
Library electronic resources were encountered during testing for this review.
ITC provides funding to UOW Library as a contribution to the cost of licensed access to
subscription electronic information resources. The number of electronic resources available
to users outside Australia is increasing, and there will be a need to review this contribution
regularly in the light of usage and the range of electronic resources required to support
UOWD educational programs.
27
UOW Library currently provides a document delivery service to postgraduate research
students resident overseas, which includes students located at UOWD. UOW Library also
provides a ‘backup’ document delivery service for materials which cannot be obtained from
commercial document suppliers by UOWD Library. The recent UAE government
accreditation report stated that UOWD is required to establish functioning inter-library loan
agreements with one or more research libraries. Such an agreement has recently been
established with Sharjah University Library. There may also be scope for UOW Library to
extend its document delivery service to postgraduate coursework students at UOWD.
UOWD Library staff have conducted regular information literacy workshops and library
orientation sessions for students and staff. These provide a good basis for raising awareness
of UOW Library electronic resources, and for using them effectively. Orientation sessions are
compulsory for Freshman and EUS students. UOWD Library staff are also working with UOW
Library staff to develop and implement the Information Literacies Introductory Program
(ILIP100) in September 2004. The UOW in Dubai Academic Registrar, Dr, Cecilia Nembou,
is keen to see this occur and recommended that the program be compulsory for all newly
enrolled undergraduate and postgraduate students.
5.9.4 Student Survey Results
The survey revealed a high level of alignment between student perceptions of importance
and performance across a range of services and facilities. Student comments focused on the
need for a greater range of materials to meet course needs, increased study space,
additional computers and improved network access, and extended library opening hours.
Satisfaction levels were slightly above the middle range.
5.9.5 Overall Assessment
In terms of funding for staffing and information resources acquisition, the UOWD Library is in
a good position to provide services commensurate with the University’s current level of
development. Current funding for information resources and the ongoing acquisitions
processes should be able to address any concerns regarding materials. The creation of
group study spaces at the Knowledge Village Library and a ‘learning space’ at the Beach
Road Library will address some of the space issues raised by students, but the Knowledge
Village Library in particular could benefit from additional space allocation. The extension of
library opening hours will need to be considered in the context of funding available for
staffing.
Ongoing funding will be required to match future UOWD developments. In particular, the
creation of information resource collections to support new degree programs is critical to
providing access to the information that students require. As UOWD progresses, and the
possibility of a larger single campus becomes a reality, a purpose-built library should be
considered at an early stage of planning.
5.9.6 Recommendations
1. That funding and resource allocation for UOWD Library be maintained at a level
commensurate with the development of the University and the range of courses
offered.
2. That additional space be made available for the Knowledge Village Campus Library.
3. That UOW Library considers extending its document delivery service to offshore
postgraduate coursework students.
28
Appendix A: Student Survey
2004
University of Wollongong
Library Services Student Survey
This survey has been designed to give you the opportunity to provide feedback on how well you think your library
service performs in relation to what you believe is important. Your opinions are valuable and will help us
understand how we can work together to improve services and resources.
This is a confidential document and your honest input will make it very worthwhile. We thank you for your
assistance.
Felicity McGregor, University Librarian
Institution: ………………………………………………………………
Part 1 – General Information
What category best describes you? √ (please tick)
1
2
3
4
5
Undergraduate
Undergraduate
Post Graduate
Post Graduate
Other
Full-time
Part-time
Full-time
Part-time
What is the name of the University of Wollongong course you are
enrolled in?
Which local library do you normally use?
Part 2 – Survey
The statements listed below cover a variety of areas relating to library services. Please rate each statement by first
rating how important it is, and then rating how well the library is performing.
Please indicate your answer to each part of the question by
circling one number of each scale of 1 to 7.
ANSWER THIS COLUMN
FIRST
How important is each factor to
you?
IMPORTANCE
Less
More
THEN ANSWER THIS
COLUMN
How well is the library
performing in each factor?
PERFORMANCE
Lower
Higher
1
The range of materials held by my local library meets my
course needs
1
2
3
4
5
6
7
1
2
3
4
5
6
7
2
Access to UOW databases is easily available
1
2
3
4
5
6
7
1
2
3
4
5
6
7
3
Information resources (books, electronic etc) are easily
accessed
1
2
3
4
5
6
7
1
2
3
4
5
6
7
4
Computer facilities/electronic equipment at my local library
are adequate
1
2
3
4
5
6
7
1
2
3
4
5
6
7
5
The number of computer workstations at my local library is
adequate
1
2
3
4
5
6
7
1
2
3
4
5
6
7
6
I can easily access the UOW Library’s online services
(catalogue, databases, etc) off campus, e.g. from home,
another library
1
2
3
4
5
6
7
1
2
3
4
5
6
7
7
Library staff provide a quality service
1
2
3
4
5
6
7
1
2
3
4
5
6
7
8
Library staff are available to assist me
1
2
3
4
5
6
7
1
2
3
4
5
6
7
9
Library staff are customer focused
1
2
3
4
5
6
7
1
2
3
4
5
6
7
10
The opening hours of my local library meet my needs
1
2
3
4
5
6
7
1
2
3
4
5
6
7
11
Library staff respond clearly and accurately to my enquiries
1
2
3
4
5
6
7
1
2
3
4
5
6
7
12
Individual seating at my local library is adequate
1
2
3
4
5
6
7
1
2
3
4
5
6
7
13
Library staff take an interest in me and my needs
1
2
3
4
5
6
7
1
2
3
4
5
6
7
Please turn over
29
Part 3
Please indicate your answer to each part of the question by circling one number of each scale of 1 to 7.
A.
Please give your general assessment of how satisfied you are with UOW library services
1
2
3
Extremely
Unsatisfied
4
5
6
7
Extremely
Satisfied
B.
Please give your general assessment of how satisfied you are with local library services
1
2
3
Extremely
Unsatisfied
4
5
6
7
Extremely
Satisfied
C.
Please give your general assessment of the availability of library resources
1
2
3
Extremely
Unsatisfied
4
5
6
7
Extremely
Satisfied
D. Do you have further comments to make about library services?
E. What is the one area we could improve to assist you?
Thank you for completing the survey
30
Appendix B: Student Survey Results
Student Survey Results
The student survey results for each location are presented in the form of a gap analysis of
client perceptions of importance and performance in relation to the questions in Part 2 of the
survey (listed below), and satisfaction levels in relation to the questions in Part 3 of the
survey (listed below). Student comments and suggestions for improvements have also been
collated for each location. Where there were large numbers of comments and suggestions,
these have been grouped under broader categories. Some of the sample sizes were very
small (such as those for the Open University of Hong and the University of Hong Kong), so
the gap analysis and satisfaction levels may not be reliable indicators for these locations.
Part 2 Questions
Q1. The range of materials held by my local library meets my course needs
Q2. Access to UOW databases is easily available
Q3. Information resources (books, electronic etc) are easily accessed
Q4. Computer facilities/electronic equipment at my local library are adequate
Q5. The number of computer workstations at my local library is adequate
Q6. I can easily access the UOW Library’s online services (catalogue, databases, etc) off campus, e.g.
from home, another library
Q7. Library staff provide a quality service
Q8. Library staff are available to assist me
Q9. Library staff are customer focused
Q10. The opening hours of my local library meet my needs
Q11. Library staff respond clearly and accurately to my enquiries
Q12. Individual seating at my local library is adequate
Q13. Library staff take an interest in me and my needs
Part 3 Questions
Q14. Please give your general assessment of how satisfied you are with UOW library services
Q15. Please give your general assessment of how satisfied you are with local library services
Q16. Please give your general assessment of the availability of library resources
31
Open University of Hong Kong (OUHK) Survey Results
(Number of students in survey: 3)
Score
OUHK Gap Analysis
7
6
5
4
3
2
1
0
Importance
Performance
1 2 3 4 5 6 7 8 9 10 11 12 13
Question
Questions with gap scores !1: Q1 (2.0), Q2 (4.7), Q3 (3.0), Q6 (3.7)
OUHK Satisfaction
7
Score
6
5
4
3
2
1
Q14
Q15
Q16
Question
Comments (2)
I think there should be some orientation for local Chinese students on how to access the online
services.
Service of OU Library is good, but there simply is not enough journalism material, whether print or
electronic.
Suggestions for Improvements (3)
The online services again. It is used to be difficult to login and the enquiry emails are never replied.
To guide us how to good use of library facilities.
Simplify and provide better access to username/passwords.
32
Hong Kong University (HKU) Survey Results
(Number of students in survey: 3)
HKU Gap Analysis
7
6
Score
5
Importance
Performance
4
3
2
1
1 2 3 4 5 6 7 8 9 10 11 12 13
Question
Questions with gap scores !1: Q1 (2.0), Q2 (3.3), Q3 (2.7), Q4 (2.3), Q5 (2.3), Q7 (2.7), Q8 (4.3), Q9
(1.7), Q10 (5.3), Q11 (3.0), Q12 (3.3), Q13 (4.3).
HKU Satisfaction
7
6
Score
5
4
3
2
1
Q14
Q15
Q16
Question
Comments (1)
Unfortunately, I have not spent time searching the databases and journals at UOW. From the
demonstration it appears that the facilities and resources should be sufficient for my course of study.
Suggestions for Improvements (1)
More resources on educational technologies. You can never have enough.
33
Hong Kong Baptist University (HKBU) Survey Results
(Number of students in survey: 17)
HKBU Gap Analysis
7
6
Score
5
Importance
4
Performance
3
2
1
1 2 3 4 5 6 7 8 9 10 11 12 13
Question
Questions with gap scores !1: Q5 (1.2), Q12 (1.1)
HKBU Satisfaction
7
6
Score
5
4
3
2
1
Q14
Q15
Q16
Question
Comments (7)
More CPU to use.
The using how of the computer could be longer during peak hr can extend to 2 hrs, also staff need to
check is the student using the computer for school work. There are some students using it as playing
games.
Provide more seating and computers.
In Hong Kong BU library, some search engines are not available for undergraduates.
34
BU library shall have more good new books (new published, update, current books).
Before the online resource course, I don't know how to use the UOW library services. I think the
course is useful. If they can print some guidelines to teach us use the services, it will much better.
Since there are a lot of services, I can remember.
HKBU- There isn't many reference books for our course in the last semester. UOW- Due to distance
problem, we can only assess e-resources (it would be better if we can have some more other kind of
resources.
Suggestions for Improvements (4)
Give some booklets to students like - how to use e-resources (especially UOW).
Sometimes, the new edition of the textbook is not available since the semester begins in H.K. So, is it
possible to upload some of the important text retrieved from that book letting the student access to
these resources.
Sometimes, I can't open the UOW Website. The page does not shown at about 9 am to 10 am.
It would be better if we can have such kind of workshop before we start our lesson.
35
ABRS Survey Results
(Number of students in survey: 12)
ABRS Gap Analysis
7
6
Score
5
Importance
Performance
4
3
2
1
1 2 3 4 5 6 7 8 9 10 11 12 13
Question
Questions with gap scores !1: Q1 (1.0), Q3 (2.2)
ABRS Satisfaction
7
Score
6
5
4
3
2
1
Q14
Q15
Q16
Question
Comments (1)
more books are needed
Suggestions for Improvements (3)
non-English articles
Please consider to put the copy of the text books on e-library for distance learning students. We
cannot find the text books in our local library easily.
Submit list of reference to local library and recommend them to purchase few copies.
36
Harbridge Open Learning Centre Survey Results
(Number of students in survey: 41)
Score
Harbridge Gap Analysis
7
6
5
4
3
2
1
Importance
Performance
1 2 3 4 5 6 7 8 9 10 11 12 13
Question
Questions with gap scores !1: None
Score
Harbridge Satisfaction
7
6
5
4
3
2
1
Q14
Q15
Q16
Question
Comments (5)
UOW- should have more electronic books that can be downloaded from the net. LOCAL- should have
more table and chair as well as books.
I do not visit libraries.
Not available for off campus student.
Longer hour.
So far so good
Suggestions for Improvements (4)
More books, more table and chairs, more eletronic books.
More info.
A better website and more information (eg forum)
Enhance online materials and availability. Easy search.
37
INTI College Kuching Survey Results
(Number of students in survey: 40)
Score
INTI Gap Analysis
7
6
5
4
3
2
1
Importance
Performance
1 2 3 4
5 6 7 8 9 10 11 12 13
Question
Questions with gap scores !1: Q1 (1.4), Q3 (1.2), Q4 (1.5), Q5 (1.2), Q10 (1.2), Q 13 (1.0)
Score
INTI Satisfaction
7
6
5
4
3
2
1
Q14
Q15
Q16
Question
Comments (28)
Collections and resources (13)
Local library should have more resources about the e-business book for reference. It should have all
the resources book for all the subject and courses where student can get it easily in the library.
The magazine, text book resource is not enough. (Local) St Patrick Library. The computer provided in
St Patrick Library is not user friendly to the user and can't directly to search the book needed.
Basically, the most books that we needs are are all red spot, which means we only allow to borrow for
2 hours. So, I would be grateful if the time to borrow the red spot books can be extend to 2 or 3 days.
Provide more books and resources.
Provide more book and materials.
Not all the books can be borrow more than 1 day in the local library
I hope the library book can be more and all books have relate with our course or subject.
More updated books please
38
Some of the most essential materials are not available most of the time, or only available in red spot
section (very limited).
Put in more example for course references
Have good and sufficient resources
More books for student references
More references book for student.
Space and facilities (1)
Provide more room for discussion.
Staffing and Services (8)
I hope the librarian will be more friendly and serve with smiles.
There is no enough information on how students can access the library services, specially in
accessing electronic information.
Don't make it too complex. Make it more simple and user friendly.
Beside extends the service hours, the library should be able to improve the database about the books,
journals, etc.
Please provide searches that specialize on diagrams, statistics, etc.
Improve the database about the resources as well as giving a summary for each available book.
Can you make the searching easily by putting the whole thing in less page, because in here the
connection are slow and it needs time to download a page.
About the UOW library service, I think the website is too complex, so it is harder to find the resource.
It's better to use yahoo or google search engine.
Computers and IT (6)
Fast internet access.
Hope to have computerised system provided. For saving time.
Can access internet, online book searching
Full online information access. Fast downloading time.
Provide more computer equipment used for the internet (for searching information to complete our
assignments)
Slow computer
Suggestions for Improvements (29)
Collections and resources (16)
Complete availability of books/ other resources.
The availability of resources eg, books.
More areas of fields to collect.
Keep it track to get more resources/books etc.
Resources, books can find and get easily.
Increase more facilities such as those resources related to our studies need (books, references).
39
Update the old book to new book. I mean we can get the new information from the library book.
More reference books that can be borrowed from the local library.
The local library doesn't provide a reference book for the students, the library only give the borrower a
reference book around 3 hours only.
More books
Provide more books that are relevant to the courses.
Increase new book.
Provide more update book. Old book may be not enough to support new technology knowledge.
More materials eg book.
Good, categorized materials.
Can search for books more easy.
book, online
Space and facilities (1)
We hope the chair in the library can be more comfortable to sit. The shelter need more, since there are
always not enough space to put belongings. Thanks.
Staffing and services (9)
Search functions. Please improve that.
Create a more accessible environment for international students (on the website)
Providing more links would be the best.
Extend the length of time to borrow the books from library. Decrease the charge for the late returning
of the books.
To extend the length of time to borrow the library book. Decrease the charge for the late returning of
the book.
Red spot books can be borrow for 2 to 3 days.
Interface.
The website should be USER FRIENDLY and should be more simple. Cause the UOW website is too
much linking/hyperlink. SIMPLICITY is important.
Solve all the complaints that are available.
Simple web design and access features. Permanent users login and identification.
Computers and IT (3)
Have computers which do not limit internet surfing.
Computer facilities/ electronic equipment (local)
The computer in the library need more. Seem we only got few (say around 15 computers while there
are thousands of students.) We hope to get more books (useful to research).
40
UOW in Dubai Survey Results
(Number of students in survey: 124)
Dubai Gap Analysis
7
6
Score
5
Importance
4
Performance
3
2
1
1 2 3 4 5 6 7 8 9 10 11 12 13
Question
Questions with gap scores !1: Q1 (1.3)
Dubai Satisfaction
7
6
Score
5
4
3
2
1
Q14
Q15
Q16
Question
Comments (75)
Collections and resources (38)
Increase number of books per topic.
No enough books relevant to the subjects available. Borrowing of Ref Mat is restrictive, research and
study becomes a problem.
I think the standard would increase further if they had more books.
Probably provide for more books for referencing purposes.
41
Material should be made easily available at the Beach Road campus which is more accessible.
Increase the resources and increase the size.
It should be updated, meet the requirements of the assignments given to us, which needs other
opened websites like googles and yahoo.
Not enough resource - book are limited.
Improve the electronic library database.
Texts are not allowed to be issued.
The library should try to keep the latest books; not only the subject books but also novels, etc.
More resource such as books, catalogues and journals are needed. Plus, more computer access to
the main library is needed.
There should be more copies of the books in the library.
Library services are generally good but should have a wider variety of books.
We need more books in the library.
Too many students . . . Not enough space or resources. There will be only one copy of an important
book and over 40 ppl needing to use it. Materials need to be updated. Books from the 80's aren't
entirely relevant.
There book fees are way to expensive. I mean you'll probably paying the book price in the end. Also
they should have more books.
Sometimes books that are needed aren't there/gone, you should not let it just happen. Don't just have
one book for each book.
The CRS materials should be increased in number. That is, there should be more number of textbooks
in there. Also, the collection of novels is dreadful. You should have better, readable novels.
I believe that 90% of the books are based on computer and business. I think they should get some
books on other areas. If students are majoring in Business and Computer it does not mean only books
on computers and business.
More variety of books should be available. Comics should be available in the library.
Subject book should be allowed to take out of the library for a maximum of two days.
Subject books should be allowed to take home and not hourly. Subject books should be photocopied
for students who can't afford to buy.
More books is a must in marketing, management finance.
That much better to add information and database to the library website and make a relationship bet
another website such as E-book.com that to improve your service to the students.
UOW library service are really excellent, but Dubai Jumeira Beach campus don't have sufficient
material to fulfill the needs of students.
It does not have much books.
The comment is books should be added in the library on each topic or subject.
42
The current library is fine, it is a little scarce on books to be read for enjoyment.
We need more books especially book related to study skills 001 and 002. We also need more books
on technology.
No, just bring more books, that is all I request.
Provide more books and not to close between 4 & 5.
More reading material would be appreciated in the Beach Road campus, this includes fiction book too.
More material is needed.
Increase the no. resource in the UOW in Dubai library.
Not enough books, many books have been taken to the Knowledge Village where its harder to access
them because I am at Beach Road campus.
Need books to provide on beach campus.
Need more books.
Opening hours (5)
Somebody at reception told me that the library will now only be open from 8:30am - 5:30 pm. If that is
true then it is NOT acceptable.
Need to open after class even after 9:30.
7 days.
It would have been nice to have it opened on weekends and longer hours.
Not to close the beach campus library early. We enjoy to study in the library late as it is quiet but
unfortunately it is closed by 5:00.
Space and facilities (17)
Need greater area for study.
To be more quiet.
Is nicely organised and the KV library has been a great relief. Thankyou.
The library is well equipped.
Need more space.
We need library in the accommodation in JabelAli, because we can’t waste time by going to the
university to search.
Firstly, congrats on the new library at Knowledge Village. I think that was a very good step as it is easy
access for the students.
More of seats are needed on the library.
It was very useful of setting up the library in KV.
Thank you for organising the new library in Knowledge Village.
Thank you for moving part of the library to KV.
43
More seating space should be available.
Improve the sitting arrangement in the library with more computers.
Small, there is no enough study room, no big range of books.
Its quiet and boring ie more facilities available.
Include more silent study desks or rooms.
The library is not quiet place for studying. The people speak loudly.
Staffing and services (9)
All library staff members must be aware of lecture notes posted in the library.
The service is very good.
Home delivery of requested books.
Library staff should guide us more in books, have more books available for referencing and provide us
adequate information.
Mauzin (Maureen?) is excellent librarian!
Is generally good. But with scope for improvement.
Have to make students aware of the computer facilities and also make awareness among students on
how to access the database.
I think a library orientations must be made on more intervals. If not making it compulsory at least once
for all students.
No - everything is fine.
Computers and IT (6)
More computers should be available for students.
Computers should be increased in the library.
Library services are great but they lack computers, printers and other stationary material.
The computer system should be updated and faster computers are extremely needed!!!
More computers should be present at Beach Road, and a better faster network server.
More computers and let them be powerful ones.
Suggested Improvements (76)
Collections and resources (44)
More books longer loan time for PG students - we are busy and cannot always finish instantly.
Increase the relevant texts for the subjects in the library. Only 2 texts per subject! Not even available
for out borrowing. No substitute textbooks for a different view point of author. Increase number of texts
to be borrowed to and for 2 weeks period. Yes increase number of books stock.
By having more books/journals.
The time of returning the books can be increased to 10 day for part-time students.
44
Allow us to photocopy text books. Agreed about the copyright issue, but this openly happens, so y not
help us with this regard.
Have the library staff trained on how to use the reservation system. Extend the time to weekends.
Buy more books.
We need a bigger library. More reference material is required.
Bring more relevant resource and material.
Respect the concentration of readers and make the library complete silence.
Respond more courteously and take each question with a sincere wish to help.
Economic resources (updated reports about countries and technologies). Student admin policies
handbooks or guidelines in a bit more detail, specially about UOW in Dubai itself.
Online database. Periodical.
The above.
Books availability.
Provide more books on topics different from coursework which can be used for research purposes in
assignments.
Timing. Material.
Books, example of presentations and essay; tapes and video.
Definitely more books relating to the undergraduate courses are required. Furthermore,
autobiographies, novels would also be beneficial for interested readers.
Have all books categorised online, as well as the magazines eg newsweek, by topic and content, so
that research is easier to do.
UOW's online library services can be improved as it is difficult to access certain materials, which are
needed for certain courses.
Needs a larger collection of magazines, study materials etc.
More books. More info available on the database.
Book range.
Book availability.
By providing more books on the computer science course and the previous exam papers.
Increase in no. of resources eg books in order to help us with our assignments.
Easier access to past exam questions for all subjects.
Just buy some more books.
The novels section. Try getting as many books on the subjects offered in the college.
To make more books available to students eg. history, science etc. This will make the library more
interesting.
45
Improvement in quality of books.
By increasing the books and improvement of the online material available.
Photocopy subject books for students instead of buying them!
Sources for coursework is fine but books for relaxation and videos are scarce on have moved to
Knowledge Village. Some more at Beach Road would be appreciated.
Increase the books.
More variety of books.
They should bring more books back to JBR, because not everyone can get to the KV.
More books.
More books about different subjects.
More useful books for freshman use available in BR campus library.
Get more books in the Beach Road Campus.
More books can make the library look more professional!
More books
Opening hours (3)
7 days or 6.5 days (take Friday am off. Hire p/time students).
Be more with us while searching for resources.
Opening time it should be longer. It should also open on Saturday for those who live away from home.
Space and facilities (11)
Space is needed, discussion rooms are needed.
The library at Knowledge Village should have more tables/rooms for doing group work. At present we
have only 2 and its placed in such a way that it disturbs those doing individual study.
Increase the number of group study rooms.
Provide more seating in the library.
More group study areas.
More study rooms.
The individual seatings.
More study rooms!
More group study rooms with complete privacy.
More study (group) rooms with soundproof walls.
More seating, more attractive layout to encourage more students to use and study in lib.
46
Staffing and services (7)
Pass on the information about online and database services. Very important.
The library staff should be increased at the KV. It takes you too long to get done at the library counter.
Increase the choice of books currently available in all subject areas.
The services are great but most of the students haven't a clue how to make good of these services.
Improve the penalty/fines system.
You should have a person from whom we can ask the questions about the books and everything else.
The staff should be trained so that they are professional at their work.
Accessing UOW databases.
Make sure that library users are more quiet in the future and take severe measures against those who
don't follow rules.
Computers and IT (11)
Just add more computers to the main campus. More study rooms please please please. You are very
welcome [ie survey completion].
More computers, more study rooms, bigger library.
Computers, electronic equipment, etc.
The computer labs.
More computers, more study rooms.
More computers.
Computers at the library are pretty slow. So a better connection and new computers will be a good
idea.
Providing more computers.
Improve the internet connection. New mouses/keyboards.
Improve the internet connection. Get more mouses and keyboards.
Faster computers.
47
48
Appendix C: Student Welcome Letter
STUDENT NUMBER
WELCOME TO THE UNIVERSITY OF WOLLONGONG
Dear
Congratulations on your enrolment at the University of Wollongong in the Bachelor of
Information Technology. This degree is delivered collaboratively with INTI College,
Malaysia (Sarawak).
We welcome you as part of our team.
To find out more about your University, visit the web site located at:
http://www.uow.edu.au
You can even take a video tour of the University of Wollongong through the above web site.
Just click on ‘About the University’.
Enclosed is your enrolment record and student identification card. The information on your
student identification card will enable you to access your enrolment record and other useful
information through the University of Wollongong home page. The web address to check
your enrolment is located at:
http://www.uow.edu.au/student/sols/
All Wollongong University students who are currently enrolled and have paid full fees are
eligible for a Email account at no extra charge. Through this account you can access internet
services such as the World Wide Web, Email, NetNews and WebCT (if applicable). Your
account details are as follows:
Username:
Password:
To activate your account please use the above information available at the following site:
http://www.uow.edu.au/its/userguides/
If your have any enquiries regarding your enrolment at the University of Wollongong, please
contact your home institution or e-mail the University of Wollongong directly at:
agillham@uow.edu.au
Please remember to quote your full name, student number and degree title in all
correspondence with the University of Wollongong.
Best wishes for your future studies.
Andrea Gillham
Faculty Liaison Officer
Academic Registrar’s Division.
49