澳門圖書館的管理經驗分享與前瞻 The prospectus and experience of library management in Macau Libraries

1. 澳門圖書館的管理經驗分享與前瞻The prospectus and experience of library management in Macau Libraries 王國強博士 澳門圖書館暨資訊管理協會理事長 Dr. Wong Kwok Keung, President of Macau Library and Information Management Association

2. 1. Forwards • Macau is best known for gambling and traveling industries. • The history of Libraries of Macau had already over more than 460 years

3. 2. Development of Macau Libraries as in 2010 • Macau has a total area of only 29 sq km, and with a population of around 550,000. • Around 280 libraries or reading rooms, including 98 school libraries, 85 special libraries, 75 public libraries and 22 academic libraries. • The density of libraries in Macau is hence among the highest in the world, with 9.65 libraries in each sq km. • Over 600 library staff members, 150 of whom are librarians with a professional degree in library science.

4. 2. Development of Macau Libraries as in 2010 • The total collection size is around 2.5 million volumes. • The library material budget is good in the libraries. For instance, the Education Department provides around HKD 38,000 to each school library every year. • The total library budget in 2010 is about HKD 75 million. • 60% of libraries are equipped with library automation systems. Over 100 libraries in Macau are using the SLS System which is developed in Hong Kong.

5. 3. Features of Macau Libraries • Libraries in Macau is a product of cross culture of western and oriental, i.e. • Management Style and Skills • Library Architecture and Interior Design • Technical Services • Collection Development • Others: Library Systems

6. 3.1 Management Style and Skills

7. 3.2 Library Architecture and Interior Design • Since most of the early libraries were set up by the Portuguese, the design of the library buildings or their interiors is mainly in Southern European style • Emphasizing colours, lighting and furniture, hoping that the users could enjoy the reading environment. (e.g. Library of IACM Hall ) • Other library buildings are in Chinese garden style, such as Ho Tung Library and the Macao Chamber of Commerce Library.

8. Southern European style

9. Tradition Chinese buildings

10. Ho Tung Library

11. 3.3 Technical Services • The technical services of Macau libraries are influenced by the educational background of the librarians and the culture of the organizations. • Even though the number of libraries in Macau is small, different classification schemes, cataloging rules, MARC formats and subject heading schemes have been adopted by the libraries

12. 3.3 Technical Services

13. 3.4 Collection Development • There are a number of important special collections housed in Macau’s libraries

14. 3.4 Collections

15. 3.5. Others: Library Systems • About half of the 600 library staff members are civil servants of the Macau Government, and work in the traditional Portuguese civil service system. • Their job positions are divided into four grades, namely, Senior Technician, Technician, Assistant Technician, and Clerk. • Ten of these libraries are not called libraries, but document centers. • In addition to library collections, they are also responsible for maintaining the archives of their organizations. • Six libraries also take up a publishing role.

16. 4. Management experience of Macau’s libraries • The management experience of Macau’s libraries are summarized in three directions: - Scientific Management System • Management by the Public Administration Laws • Professionalism

17. 4.1. Scientific Management System • The Macau Government has launched a series of scientific management systems in public administration since 1999, i.e. • - ISO9000 • - Performance Pledge • - Suggestion Scheme • - Annual Performance Evaluation • - Public Administration Law • - Professionalism

18. 4.1.1 ISO 9000 What and how the libraries applied in ISO 9000 • Thought the implementation of the ISO9000 series, libraries can maintain the quality of customer services, emphasize the satisfaction of customers, improve the quality of services, etc. • The major procedure of ISO9000 implementation is to set up the SOPs and WIs. • Annual internal and external audits are also required. • The library also needs to update the documents, procedures and guidelines regularly in order to maintain the service quality. • It is a good training and monitor platform for the library staff. • The auditors will give some management advices after the annual audits.

19. 4.1.1 ISO 9000 series • Several libraries in Macau have implemented this system for more than 8 years. They are the University of Macau Library, IACM Library and CTTPM Library. • In the University of Macau Library, it has developed 5 SOPs (Operation Procedures), 18 WIs (Working Instructions). Another 18 SOPs are generally applied to all university departments.

20. 4.1.1 ISO 9000 series • - SOP-001 Technical Process – Cataloging & Classification • - SOP-002 Technical Process – Acquisitions of Library Materials • - SOP-003 University Library Circulation Services

21. 4.1.1 ISO 9000 series • - WI-001 Technical Process – Cataloging Procedures • - WI-002 Technical Process – Classification Procedures • - WI-003 Technical Process – Collection Code Procedures • - WI-004 University Library Circulation – Reader Registry • - WI-005 University Library Circulation – Book on “Hold” • - WI-006 University Library Circulation – Book Borrowing • - WI-007 University Library Circulation – Book Renewal • - WI-008 University Library Circulation – Book Overdue & Recall • - WI-009 University Library Circulation – Book Returning • - WI-010 University Library Circulation – Losses of Library Books

22. 4.1.1 ISO 9000 series • - WI-011 University Library Circulation – Use of Study Room • - WI-012 Technical service – Book acquisition procedure • - WI-013 Technical service – Book check in and payment procedure • - WI-014 Technical service – Donation • - WI-015 General Reference Services • - WI-016 Request Orientation • - WI-017 Room Booking • - WI-018 Additional Procedure for the Book Processing • - GEN-012 Lost and Found Service

23. 4.1.2. Performance Pledge • One of the most successful measures is the implementation of performance pledge in government departments. • University of Macau library is the first library applying such system. Many libraries then followed and set up their own performance pledges. • The general satisfaction rate of the Performance Pledge is round 98%. • The proper items of Performance Pledge are shown as below:

24. 4.1.2. Performance Pledge • -Library Orientation Application • -Providing Online Reference Service to Remote Readers • -Reader’s Requests in Locating Books • -Queuing Up for General Circulation Services • -Handling of “Library Item Lost” Procedure • -Cataloging Urgent Request • -Room booking • -Photocopy Service • -ISBN, ISRC and ISSN Application • -Request the Backdate Newspaper

25. 4.1.3. Suggestion Scheme • The aim of the Suggestion Scheme is to set up a friendly communication between the users and the library, instead of allowing the users to raise requests for changes in a negative manner. • The University of Macau has introduced this scheme since 2005. • The Library in average received 2 suggestions every week. The areas of the suggestions are almost entirely related to building environment, equipment and services. • The Library marks the suggestions in 10 grades.

26. 4.1.3. Suggestion Scheme • Each user making a suggestion will be rewarded a MOP10 coupon, or a MOP30 coupon if the suggestion is accepted by the Library. • The University also issues annual grand awards for the suggestions, and rewards for the departments. • The Library found that it is a very good channel to understand the needs of the users. • It also provides good opportunity for the Library to request for additional resource for solving the problems from the University. • The 10 grades are as follows:

27. 4.1.3. Suggestion Scheme • 1. Good suggestion! Concerned unit(s) will implement it. • 2. Reasonable & feasible suggestion. It will be implemented once resources allow. • 3. This is a quick-fix matter, the concerned unit(s) will handle this matter shortly. • 4. Reasonable suggestion, but there may be some difficulties in implementation. • 5. Suggested content has been considered, or included in our plan. • 6. Similar suggestion has been proposed before or discussed in different places other than Suggestion Scheme.

28. 4.1.3. Suggestion Scheme • 7. Suggestion may contradict with some particular constitutions. • 8. Please contact the relevant department(s) directly or leave your contact information for further discussion • 9. Sorry, your suggestion is not being accepted at this moment. • 10. Others

29. 4.2. Management by the Public Administration Laws • 4.2.1. Annual Performance Evaluation • All civil servants are subject to an annual performance evaluation. • It is an important indicator to determine whether a staff member will be promoted or dismissed, e.g. promotion of grade if rated “excellence” in 2 consecutive years or “good” in 3 consecutive years, or immediate dismissal if rated “level 5 (Fail)”. • As a result, most of the library staff members are very cooperative and respect decisions of the library management.

30. 4.2.2. Public Administration Law • ICCA and some other government agencies are authorized by law to monitor the public offices. A number of civil servants have been arrested by the ICCA in the past 10 years because of forge the check in / out records, anti-public procedures, etc. Civil servants are thus highly self-disciplined nowadays.

31. 4.3. Professionalism • Macau Administration is more open in terms of human resources policy. • The academic qualifications of librarians educated in China and Taiwan are recognized by the Macau Government, and • They have no difficulties in finding a professional position in the libraries. • They are also greatly influenced by the fraternity and apprentice systems of Chinese and Taiwanese universities, and respect very much the senior schoolmates of their Alma Mater. • Since Macau is a very small place, they are easy to communicate, to learn and to influence each other, which will vastly improve their job efficiency.

32. 5. Prospects of the Management of Macau Libraries • New management experiences will be introduced to Macau because of the increasing demands of the users, and the arrivals of several leaders in library management from Hong Kong, US and China. • It is foreseeable that these new experiences will merge with local traditions and form a totally new library management model.

33. 5. Prospects of the Management of Macau Libraries • Macau libraries are very interesting places for you to learn a great variety of library systems and history in just one or two days. • Welcome to visit us!!!

34. Thank you • Especially for Mr. Chang (President of HKLA)