Every year many students, new or returning, make their way to the campus. One of the most popular spots for studying, relaxing, and using the computers is the library. Most importantly, the library is here to help customers with their academic needs in any way it knows best. However, when you come to the Library, it can sometimes be confusing to know which locations to go to or what a certain collection is for. Don’t worry, help is here!
Upon entering the library, there are two main counters that are staffed throughout the opening hours to help you with your library needs.
- The Circulation Counter – handles membership, circulation transaction, fines, inter-library loan, facilities, etc.
- The Readers’ Advisory Desk, a smaller pink and brown desk – helps with reference inquiries by library customers.
There are other counters too namely: Law Information Desk (helps customers at level 1 particularly information on law); Multimedia Counter (helps with multimedia collection at level 3) and Serials Counter at level 4.
The counters assist library customers through its reference service. Now what is “Reference Service”? It is one of the library’s primary practices to provide rich and relevant services and resources to its customers. Therefore, the function of reference service is to direct customers to these services or resources through many initiatives. Among those are readers’ advisory assistance through direct face-to-face interaction or using telecommunication mediums, dissemination of information in anticipation of user needs or interests, directories or guides and many more.
In the IIUM Library’s 2008 Customer Satisfaction Survey, the assistance at Readers’ Advisory Desk was rated among the highest performance under “Services” category. Apart from the survey, the statistics of reference enquiries compiled showed that the number of questions asked at the Desk rose from 10,262 in 2009 to 11,838 in 2010. The statistics are used as a basis for review of the service. For instance, previously there were 4 information counters, one at each floor. The numbers have been reduced to only two (one each at level 1 and 2) in order to avoid confusion on the functionality of the different counters. The new location which is conveniently located near the library entrance has given an impact to its visibility, proximity and identification of the Reference Service.
Need more help? Contact us via homepage at http://lib.iium.edu.my, call us at 03-61964815 or be our friend through The Official IIUM Library Facebook, https://www.facebook.com/iiumlibrary . We are always here for you!
Saabihah Mohd Salleh