Enhancement of Reference Services

The Enhancement of Reference Services was one of the continual improvement programs implemented by Pustaka to improves its services to its users. This program was originally planned in 2012, but due numerous technical issues, it was only implemented in 2013.

Statement of Problem

The decentralised nature of the reference services made them inconsistent, thus unreliable. Reference inquiries through telephone went to Central Registry Unit, Here, the reference inquiries were handled by non library professional. Over the counter reference services were mostly handled by the security guards, who form the first line in term of frontline services. More serious reference inquiries, including online reference were handled by the Business Information Services. The reference desk was critically under utilised. The latter only catered for directional information. In other word, Pustaka’ reference services lacked identity and of non existence to the users.

Related to that, Pustaka was also experiencing depleting membership issue and decreasing usage of library resources. Annual customer survey conducted in 2008 till 2011 indicated that Pustaka’s information services were not favoured for.

Objectives of the Program

This continual program seeks to enhance the reference services in the hope that it would

a) increase usage of library resources;
b) increase library membership;
c) enhance Pustaka’ corporate image; and
d) promote Pustaka as an important agent in the nation-building process

The Task Force

Secretariat
a) Pn. Dayangku Hadzimah Awangku Ahmad
b) En. Bronny Lawrence Nawe
c) Cik Natalia Mohamad

Members
a) Pn. Laurena Aloh
b) En. Razak Rambili
c) En. Ramdzan Saman
d) En. Edison Ricket
e) En. Musa Ayub Abdul Rahman
f) Cik Salina Zawawi