Académique Documents
Professionnel Documents
Culture Documents
Building Capacity for Public Library Institutions in Support of Public Access to the Internet in Vietnam Project
FUNDED BY THE BILL & MELINDA GATES FOUNDATION
ABBREVIATIONS
AACR2
ADSL
CDS/ISIS
CONSAL
CPC
CPO
DDC
ICT
IFLA
ILIB
IT
Information Technology
DL
Department of Library
LAN
MARC21
Machine-Readable Cataloguing
NLV
OPAC
PC
Personal Computer
PL
Public Library
PLI
TAF
MIC
MCST
TOT
Training-of-Trainers
UNDP
VNPT
EXECUTIVE SUMMARY
The Training Needs Assessment
From February 23rd to March 22nd 2009, The Asia Foundation (TAF), in coordination
with the National Library of Vietnam (NLV) and other local partners, conducted a field
survey at all 90 pilot sites, primarily located in public libraries and cultural post offices
(CPOs) in the three provinces of Thai Nguyen, Nghe An and Tra Vinh to assess the
training needs at provincial, district and commune levels. The training needs assessment
(TNA): (i) analyzed the effectiveness of services provided at public library institutions
and CPOs and defined training needs; (ii) analyzed responsibilities of library staff in
terms of necessary knowledge, skills, behavior and capacity to provide services in a
public library; and (iii) completed face-to-face interviews of library staff and readers at
public libraries in order to define the training needs and targets.
Survey Methodology and Participation
In addition to collecting and researching available data, TAF research team developed
questionnaires to send to the libraries, CPOs and their staff, and interview sheets for indepth interviews with public library institutions leaders in terms of capacity of the
libraries/CPOs, librarians, users and potential users. The research team was comprised of
a core group from Hanoi (two from TAF, one from the NLV, and an expert on training
needs assessment), and six library staff chosen by each provincial library for their strong
library science and information technology skills, and for their good relations with the
local districts and communes.
The team spent the first day working at the provincial library, where the core group
conducted the interviews with individuals and trained the provincial library staff on
interviewing skills. On the second day, the team was divided into three separate teams to
fan out to different parts of the province for interviews. A member of the core group was
the teams leader, with two provincial library staff as team members. One of the two staff
from TAF also accompanied one team in order to monitor the training needs assessment
process. The competence, experience and thorough understanding of the locality of the
provincial team members were critical, allowing for dynamic and effective interactions
between the team and the people interviewed. Responsibilities were clearly divided
among team members, with the team leader interviewing leaders and staff at public
libraries and CPOs. Some provincial library staff were in charge of interviewing current
users, while other provincial library staff interviewed potential users. This ensured a
consistent and high quality approach in the interviews.
On the last day, the three small teams met together to share experiences and agreed on the
common findings of the survey results, as well as suggestions to further refine the
questionnaires and interview sheets. In total, in-depth interviews were completed with 89
public library institutional leaders and CPO staff, 43 librarians from three provincial
libraries and 15 district libraries, and 532 individuals (both users and potential users) in
three provinces. Users and potential users were categorized in terms of class, gender, and
age, such as government officers, retired officers, farmers, veterans, university students,
secondary pupils, owners of small and medium enterprises, and small traders. Multidimensional information, as a result, was collected.
ii
Findings
Some results of the training needs assessment were not unexpected, while others provided
new and useful insights for the next project activity, which will focus on developing
appropriate training materials and conducting training programs to strengthen the capacity
of public library institutions. Below are the key findings of the TNA:
Information and Internet service infrastructure:
While there are no computers available at district libraries, provincial libraries are
generally equipped with an average of ten computers each. However, although the
three provincial libraries in the TNA were connected to the Internet, only library staff
have access for their own work. As such, there was no Internet service available to
the public. Additionally, some computers provided in 2003-2004 are now outdated or
are out of service.
On the other hand, the surveyed CPOs have received great attention, support and
investment from the Ministry of Information and Communication: 46% (32 out of
72) of the total CPOs were equipped with 155 Internet-ready computers, but only 57%
(19 out of 33) of the total surveyed locations provide Internet services to the public.
Although 62% (96 out of 155) of the computers were operating with Internet
connectivity, even this was ineffective due to the poor quality of the dial-up
connections. Only 9 CPOs had ADSL connections and were operating efficiently. The
rest were not functioning.
Staff capacity and training needs:
70.6% of provincial library staff rated the level of their information technology
knowledge as weak or average; the rates for staff at the district and commune CPOs
were 87.9% and 90.7%, respectively. Basic knowledge of information technology,
such as how to use the mouse, how to print and use office software, have not been
provided or applied.
46% of staff at CPOs which had Internet connectivity revealed their weaknesses in
using basic Internet functions such as reading the news, sending emails, chatting, etc.
Most staff at libraries with no Internet connectivity do not even know how to operate
a computer.
Most library staff are still unfamiliar with their new roles in the information
technology age in terms of collecting, storing, and transferring information.
The training priorities related to information technology for library staff is different
from those of the CPO staff. Specifically, the priorities of provincial and district
library staff are to improve: knowledge of using library software (80.5%); Internet
searching skills (77.9%); basic IT knowlege (74.9%); knowledge of using online
databases (70.7%); and knowledge of network administration (54.3%). By
comparison, the priorities of CPO staff are to improve: Internet searching skills
(91.6%); basic IT skills (90.2%); knowlege of operating systems (74.7%); knowledge
of computer hardware (73.2%); and knowledge of network administration (57.8%).
72% of provincial library staff assessed their client-serving skills as weak and
average; the rates for district and commune CPOs were 48.4% and 68.7%,
respectively.
In terms of training related to patron service, an average of more than 66% of library
and CPO staff expressed a desire to attend courses on communication skills and
promoting and advertising library/Internet services.
Through the TNA, library and CPO staff also expressed the need for separate training
courses for those who have very limited skills or have never had access to computers
and the Internet so that they can acquire basic IT skills before receiving more in-depth
training.
iii
Public library institutions and CPOs should provide more rational and well-organized
space for Internet services to attract more users. At the same time, the CPOs should
pay more attention to the acquisition of books and newspapers.
As the information needs of users become more and more diversified, public library
institutions and CPOs should: i) provide new services to users beyond traditional
ones; ii) coordinate with local governments and other relevant agencies to develop
communication and promotion plans to introduce Internet services and uses; iii)
design and publish leaflets with simple guides on how to use the Internet with a
supporting list of links to useful websites; iv) develop and enrich local content to
satisfy peoples needs, such as how to run a good business, how to find employment
opportunities, or how to understand market needs for specific products, etc.
iv
Comprehensive training for staff of public library institutions and CPOs is required.
Training should include: basic through advanced IT skills, and simple Internet access
skills through more advanced skills in assessing and analyzing information needs to
identify the most effective information strategies. Specifically, training needs to be
more in-depth for those staff without any computer skills at all in the pilot locations.
Provide supplementary training on service and communication skills, as well as
training on appropriate professional guidance skills in order to strengthen staff
capabilities in assisting patrons on the use of library services, which will satisfy and
attract potential users.
Increase library and CPO staff knowledge on the impact of Internet Communication
Technology (ICT) on: i) libraries and information centers; ii) end users; iii) library
staff and library education; and iv), on computer and Internet usage. Also, educate
staff on the role of information and library staff in an information society more
generally.
Staff knowledge and skills need to be refreshed and updated frequently. As such, the
management of public library institutions and CPOs should have certain annual
budgets for continuous training programs, comprehensive training programs for
existing staff, and a training plan for new staff when necessary.
In order to help users familiar with library services, the management of public library
institutions should have a plan for providing periodic training courses for patrons on
utilizing library services and the Internet, especially for first-time and disadvantaged
users.
Local authorities, leadership at all levels, schools, and mass organizations also need to
be trained and familiarized with the important role of public libraries and CPOs in
providing public Internet and computer access, in coordinating and promoting
services, and in managing Internet usage in the localities for sustainability and social
security.
TABLE OF CONTENTS
EXECUTIVE SUMMARY ................................................................................................................................. ii
1. INTRODUCTION..............................................................................................................................................9
2. BACKGROUND ..............................................................................................................................................11
3. OBJECTIVES, ASSESSMENTS, AND SURVEYS ................................................................................13
5.1. General information and assessment of public library services and cultural post offices
in Vietnam........................................................................................................................................18
5.2. Infrastructure and IT of public libraries and CPOs in the survey areas...........................20
5.2.1. Public libraries ..................................................................................................................20
5.2.2. District libraries ................................................................................................................20
5.2.3. Cultural Post Offices in communes .................................................................................21
5.3. Human resources of public libraries and CPOs...................................................................23
5.3.1. Provincial libraries:...........................................................................................................23
5.3.2. District libraries ................................................................................................................24
5.3.3. Cultural Post Offices (CPOs) ...........................................................................................25
5.4. IT capacity in public libraries and CPOs ..............................................................................25
5.4.1. Provincial libraries ............................................................................................................27
5.4.2. District libraries: ...............................................................................................................27
5.4.3. CPOs ..................................................................................................................................27
5.5. Provision of services and support to users of public libraries and CPOs ..........................27
5.5.1. Provincial libraries ............................................................................................................29
5.5.2. District libraries ................................................................................................................29
5.5.3. CPOs ..................................................................................................................................29
5.6. Training needs of public library and CPO staff ...................................................................29
5.6.1. Library staff qualifications ...............................................................................................29
5.6.2. IT knowledge ....................................................................................................................31
5.6.3. Skills to serve and support patrons/users ........................................................................32
5.6.4. Training organization .......................................................................................................32
Together with the training topics recommended above, library and CPO staff have suggested
the following ideas on the organization and implementation of training: ...............................32
5.7 Patrons and their information needs......................................................................................33
5.7.1. Patrons and users of public libraries and CPOs ..............................................................33
5.7.2. Potential patrons and users:..............................................................................................35
vi
List of figures
vii
List of tables
viii
1. INTRODUCTION
Vietnams citizens have a great passion for reading, and public libraries in Vietnam are free
for users, open for long hours, and have relatively well-qualified personnel to support
patrons. Some public libraries also provide training to interested readers (e.g., how to use the
library facilities, how to operate computers, and how to access the Internet). However,
public library services tend to focus only on those who specifically request such services,
rather than proactively serving the larger public. Public libraries are not active in upgrading
services to meet the increasing demands of the user community and this leads to limited
access to the public library system, especially among the poor, people living with disabilities
and other disadvantaged groups. Trainings for librarians have not yet included essential
skills, such as how to communicate with patrons and how to work effectively with different
patron groups.
Many library staff are simply book keepers, rather than a source of guidance for library users
to help them find the information and resources they need. The government has spent funds
to upgrade equipments and library networks across the country and to provide training in
library sciences and information management to librarians. However, the public library
system still does not operate efficiently. At the grassroots level, public libraries, if properly
maintained, can play an important role in complementing the formal education system:
providing critical information for people to improve their well-being, disseminating leads on
job opportunities for youth, and teaching children about themselves and the world around
them. The involvement of universities, museums and other cultural organizations (such as
cinemas, theaters and exhibitions, etc.) in the public library system serves to diversify library
services through activities such as events and the introduction of resources and enhanced
library services, but currently these are not widely offered it at all.
In this context, The Asia Foundation (TAF) in cooperation with the National Library of
Vietnam (NLV) and other public library institutions are implementing an 18-month project
designed to strengthen public library institutions capacity to develop a more user-friendly
library environment in selected pilot sites. The project, funded by The Bill and Melinda
Gates Foundation, covers two main objectives: i) To strengthen Internet capabilities in public
library institutions (PLIs) and in cultural post offices (CPOs) in Vietnam and to create a more
welcoming and accessible library environment in selected pilot sites; and ii), To promote
public Internet access and the availability of Internet usage in Vietnams public libraries.
Favorable access to useful information sources for the lives of local people is expected to
contribute to improved knowledge and skills and in the long term, to improve their wellbeing.
The project, implemented by TAF and the NLV and other institutions in Vietnam, will
complement the pilot project activities implemented by Vietnams Ministry of Information
and Communication (MIC) also funded by The Bill and Melinda Gates Foundation. While
the MIC project focuses on pilot implementation of public Internet access models, TAF aims
to strengthen the capabilities of public library institutions to create more welcoming and
accessible library environments, and to promote public access to computers and the Internet
in selected Public Libraries (PLs) and CPOs.
This report presents the results of the first activity which will inform the design of training
programs to be implemented by TAF and its partners, as well as the MIC. The report
includes assessments of service provision of the PLIs, capacity of library staff, level of
information technology (IT) application and Internet access, and the information needs of
patrons. In particular, TAF surveyed and interviewed potential library patrons who have
never used library services to better understand their information and Internet access needs.
Survey results are presented in Section 5, including: i) general assessment on services
provided by PLIs (based on literature review and discussions with the NLV and other local
organizations); ii) the current state of facilities, IT infrastructure, and PLI and CPO
personnel; iii) library staffs IT skills; iv) library staffs capacity to provide services to
patrons; and iv), the training needs of library staff and patrons, as well as the information
needs of users. Section 6 presents an assessment and further analysis of the survey and
interview results. The assessment focuses on facilities and equipment, service provision, staff
capacity-related IT skills and service provision, and the training needs and roles of local
authorities. Recommendations are presented in Section 7. Based on these general
recommendations, TAF and MIC can develop a training plan to provide knowledge and skills
relevant to the capacities of the projects beneficiaries, which are in line with overall
projects objectives.
10
2. BACKGROUND
The rapid development of Internet technology and communications brought about significant
changes in the world at the end of the 20th century and the beginning of the 21st century. Its
development was the first step in the establishment of a new social model: an IT society with
a knowledge economy where the information demands of individuals and society vary and
require time-sensitive responses. Its development also makes information and data
management tasks more difficult and challenging for global library systems in general, and
Vietnamese library systems in particular. Thanks to the speedy advancement of technology
and the Internet, the traditional library model is being transformed into a modern library
model one that provides new products and services. Today, library activities are linked
through the use of computers, access the Internet, online databases, e-journal. The Internet
has become an indispensable tool in the work of libraries.
Implemented by the Ministry of Culture, Sports and Tourism (MCST), Vietnam has
developed an electronic library model through a series of projects designed to promote IT
applications in PLIs. The aim was to Build an electronic/digital library system in the NLV
and throughout the provincial PLs in the country. At the same time, academic libraries and
other library systems in big cities like Hanoi and Ho Chi Minh City have received funding
from the central and local governments for several projects to modernize their library
systems to keep up with the social development and the demand for information technology
from patrons.
Following the trends of e-library development in the region and around the world, projects
implemented by the MCST from 2001-2006 focused on developing electronic/digital
libraries for the NLV and 26 provincial libraries in Thai Binh, Phu Yen, Nghe An, Vung Tau,
Can Tho, Thua Thien Hue, Thanh Hoa, Thai Nguyen, Quang Ninh, Hai Duong, Ben Tre,
Dak Lak, Lao Cai, Phu Tho, Vinh Phuc, Ha Tay, Nam Dinh, Da Nang, Gia Lai, An Giang,
Tien Giang, Vinh Long, Ca Mau, Ha Tinh, and Soc Trang. Another 12 libraries from the
provinces of Lam Dong, Binh Dinh, Dong Nai, Ha Giang, Lang Son, Binh Duong, Bac
Giang, Khanh Hoa, Binh Thuan, Tay Ninh, Ha Noi and Ho Chi Minh City were invested
with local funding.1 New integrated library system and modern equipment were invested in
38 of 64 provincial libraries to replace the Computerised Documentation Services/
Intergrated Set of Information System (CDS/ISIS), which has been used by most of the
libraries in Vietnam. The other provincial libraries were provided similar, but smaller scale,
equipment.
Since 2007, 80% (52/65) of provincial libraries have had access to the Internet. However,
only 34% (22/65) of those provided Internet access service for patrons, and only 15.4%
(10/65) had online database services.2 Some libraries built up digital databases for core data,
such as databases on PhD thesis, Indochina publications, Han-Nom publications at the NLV,
and the full texts of indigenous content of cities and provinces (such as that found at the
General Scientific Library of Ho Chi Minh City, and the libraries of Binh Duong and Ba Ria,
Vung Tau, ...). Equipment to support people with vision disabilities was also provided at 64
provincial libraries under funding from the FORCE Foundation. (only 32 of 64 libraries
Vietnam: Social/cultural/ICT4D/public libraries/other service models. Prepared for Global Libraries, Bill &
Melinda Gates Foundation. 2006-2007.
2
Vietnam: Social/cultural/ICT4D/public libraries/other service models. Prepared for Global Libraries, Bill &
Melinda Gates Foundation. 2006-2007.
11
provide services for the visually impaired.3) The Hanoi Library and the General Scientific
Library of Ho Chi Minh City are equipped with the most modern facilities.
Since June 2008, 99 of 623 district level libraries have applied IT.4 These applications
include creating publication databases, making cataloguing fiche, and retrieving information.
Few district libraries have even established multimedia rooms with Internet access services
available to patrons. The ways of providing services have changed very little and the
application of IT has only been slowly implemented. Activities to-date focus mainly on
creating publication databases, printing cataloguing fiche and word processor.
In recent years, to meet the increasing demands of patrons, the NLV and PLIs have focused
their efforts on upgrading infrastructure and improving services, especially Internet access
for library staff and users. Such efforts demonstrate strong government commitment and
awareness in supporting and encouraging the contributions of PLIs to the countrys
educational, social, and economic development.
However, at the grassroots level, libraries still face many difficulties and do not meet the
information demands of their patrons. Together with facility improvements, accessing useful
information for local people is a decisive factor for the sustainability of IT applications. To
maximize the potential impact of the Internet and its uses, local people in communes and
districts have to be able to access information related to job opportunities, further study,
learning new skills, enhancing business and production, and responding to disasters and
epidemics. In reality, many people still do not have access to critical and useful information
available to them that could impact their daily lives due to the lack of Internet access or
ineffective use of the Internet. The limited capacity of library staff in supporting local people
in accessing such information is another contributing factor.
Towards dynamics of libraries and information centers in South East Asian countries: Workshop proceedings
of CONSAL 14 (CONSAL 14), organized in Hanoi, 20-23-2009.
4
IT application to district libraries: A long road ahead! 27/6/2008.
(http://203.162.71.77:100/vn/doisongict/4223/index.aspx)
12
Training needs of PL/communal CPO staff: Assessment of specific training needs in the
fields of IT knowledge and patron servicing capacity.
Patrons and their demand for information: Survey of habits, reasons for using
library/Internet, and comments of patrons on library services, attitudes of librarians in
supporting patrons, and patron demand for information.
13
4.2.2. Questionnaire:
To develop the questionnaire, the survey team reviewed the study, Lithuania: Survey of
Librarians Questionnaire, Public Access Computing, 5 and an IT applied questionnaire for
the PLI system6, to extract relevant questions for Vietnam.
The set of questionnaires were designed to assess 3 target subjects: i) Institutional capacity:
Questionnaire Sample 1 assesses institutional capacity of provincial and district libraries; ii)
Individual capacity: Questionnaire Sample 2 assesses the capacity of library staff at the
provincial and district levels; and iii), Institutional and staff capacity of CPOs: Questionnaire
Sample 3 assesses the capacity of the CPOs and staff at communal CPOs. (The
questionnaires can be found in Annex 7.)
The questionnaires were sent to selected target groups in 30 survey sites in each selected
province one week before the survey team came to the province. One week was sufficient
time to collect and sum up all information completed in the questionnaires and to continue
further interviews. (Interview guidelines are attached in the Annex 8.)
129 questionnaires for the three target groups were sent out and 128 completed
questionnaires were received (one was missing because no staff was at the Kim Son
commune CPO in Tra Cu district, Tra Vinh province). Questionnaire 1 was sent to 18 leaders
of 3 provincial libraries; Questionnaire 2 was sent to 24 librarians of provincial libraries and
14 librarians at the district level; and Questionnaire 3 was sent to 72 communal CPO staff.
4.2.3. Interviews:
Interviews were carried out with 2 groups: i) library staff at different levels and ii) patrons,
including library patrons and potential users. (The list of interviewees can found in Annex 4.)
Group of library staff at different levels:
First level - 18 directors and vice-directors of provincial libraries/district cultural and
information centers: The information collected focused on questions related to institutional
capacity for service provision in libraries in the districts and provinces, and ability to carry
out public internet access services in the near future.
Second level - 43 librarians in 3 provincial libraries and 15 libraries at the district level:
Through meetings and discussions, the survey team gathered opinions on difficulties the
librarians face in their daily work, as well as challenges that may arise in the future when
implementing Internet services. IT application training needs for staff focusing on servicing
patrons were collected via interviews using the questionnaire .
Third level - 71 staff in communal CPOs: The information collected included an assessment
of CPO and staff capacity in service provision, including free-of-charge newspapers and
publications and providing public internet access services. In 33 communal CPOs with
computers and internet connectivity, the staff was interviewed to assess the effectiveness of
the services and explain why public internet access was not effective.
15
Groups of patrons:
The survey group adapted these questions from The national ePlus survey used in the
United Kingdom as part of the public library standards process and administered by the
Institute of Public Finance (IPF) and Latvia Libraries survey 2007: Library managers
survey (Attitude Towards Libraries Survey of Library Users) for questionnaires used for
patrons.7
523 interviewees, including library users and potential patrons, were selected for interviews
in the sites where surveyed libraries and CPOs were located. At the provincial level, the
target groups were: i) college and university students; and ii), local people: retirees,
housewives, the unemployed and the underemployed. At the district level, the target groups
were: i) school students; ii) graduates from schools who were still unemployed; iii) local
people: retirees, housewives; etc.; and iv), state workers. At the commune level, target
groups were: i) school students; ii) graduates from schools who were still unemployed; and
iii), local people: farmers, retirees, etc. Information collected from the above mentioned
target group focused on patron habits of using libraries and accessing the Internet, comments
on services provision, attitudes of PLI and communal CPO staff and patron needs for using
services in the future.
For library patrons, the survey team approached those who were in the libraries at the time of
the survey. If there were not enough representatives for a particular group, the team then
approached them at home with library staff assistance. In provincial libraries, it was difficult
to contact and interview business owners at the libraries. Because of this, the team
interviewed household businesses instead. This approach was not as objective as respondents
who were randomly selected, but they were based on referals from library staff. Regarding
potential patrons, the survey team directly contacted local people for the interviews.
In addition, after the survey in Thai Nguyen, the survey team recognized that there should be
interviews with commune leaders as well. However, the Commune Peoples Committees
(CPCs) did not know about CPO operations (the CPCs do not manage the operations of
CPOs, but they do play a very important role in the coordination of CPO activities in the
areas). This led to additional interviews with the CPCs to obtain complete information
regarding the operations of the PLIs and CPOs and to understand the relationship between
local authorities and PLIs. In addition, it served to improve awareness on the role of the PLIs
and CPOs in the community. The survey team interviewed 48 chairmen/vice-chairmen of the
Nghe An and Tra Vinh project communes where CPOs were located.
4.2.4. Survey preparations
Personnel:
The survey team included 4 workers from Hanoi, including 2 from TAF, 1 from the NLV
and 1 expert on training needs assessment. The team also included 6 local workers from
selected provincial and district libraries who had knowledge of library, IT and
communication skills. The team was divided into 3 groups to survey the 3 project areas in the
selected provinces. Each group included one staff from Hanoi (to lead the group) and 2 local
workers to provide interview and administrative support. The groups had several discussions
and exchanges on survey content, lessons learned and primary outputs to ensure a high
quality survey. Responsibilities were clearly assigned: the group leaders interviewed leaders
and staff of PLIs and CPOs at the commune level, one local worker interviewed patrons of
16
the libraries and users of Internet services, and the other local worker interviewed potential
patrons. The List of survey workers is in Annex 1.
Survey schedule:
The survey was carried out in the three provinces from 23 February to 22 March 2009: from
23 to 28 February in Thai Nguyen province, from 04 to 12 March in Nghe An province, and
from 15 to 22 March in Tra Vinh province. The schedule in each province included: First
day - spent at the provincial library: 3 team leaders interviewed the 3 target groups in the
provincial libraries, including: i) leaders and librarians of the library; ii) library patrons; and
iii) potential patrons. Observation of these interviews by team leaders served as hands-on
training for the 6 local workers. Next, 3 of the local workers interviewed library patrons and
the other 3 local workers interviewed potential patrons. The following days - the 3 groups
went to 3 different areas of the province to investigate the district libraries and commune
CPOs, armed with clear task divisions to ensure each group completed their interviews in the
same day. The last day - the 3 groups met to review and develop a general assessment on the
capacities of the institutions and staff of PLIs and commune CPOs, as well as the needs and
comments of patrons. The questionnaires and interview content were revised accordingly.
17
This part is synthesized from documents and reports from the NLV and other organizations.
Applied IT in district libraries: a long road! 27/6/2008.
(http://203.162.71.77:100/vn/doisongict/4223/index.aspx)
10
60 years of library development. E-newspaper of NL. 03/06 2008.
(http://www.nlv.gov.vn/nlv/index.php/2008060358/Nghiep-vu-chung/60-nam-su-nghiep-thu-vien-VietNam.html)
11
According to the ordinance on libraries, 2000
9
18
NLV has tried hard to fulfill its tasks, the implementation of library automation programs for
provicial/city libraries has not been effective.12
The NLV has a total of 186 staff,13,of which 5% hold doctoral degrees (1 doctor), 8.6% hold
masters degrees, 66.7% hold university degrees, 6.6% have college or high school education,
and 16.6% have finished upper-secondary school. While the average number of staff in
public libraries at the provincial/city level is 21, there is a high of 42 staff in Ba Ria Vung
Tau public library and a low of 5 staff in Dak Nong province. Among provincial/city library
staff, 71.3% hold univeristy degrees, 24% have college or high school degrees, and 7%
finished an upper-secondary education. 77% of staff are permanent and receive government
salaries, while the rest, (23%) are contractual staff. For the time being, these staff are capable
of providing traditional library services. However, most public libraries are facing challenges
in management, staff capacity, and service provision during the transition from traditional
libraries to modern libraries to meet international standards.
The rise of the telecommunication sector has prompted the development of service models
such as the cultural post office. CPOs provide combined services on post,
telecommunications, and social and cultural information to rural populations, especially
farmers. It is clear that CPOs, with the aim of bringing the Internet and public library
services and information to communities, if managed and run effectively, could bridge the
gap that public libraries have not been able to address. CPOs were initiated in 1998 in rural
and remote areas that had no post offices to provide post and telecommunication services as
well as newspapers and books for local reading (free of charge).
Before 1998, when CPOs did not exist, there were 3,000 post offices14 located mainly in
cities and towns. On average, for every 25,500 people per 110 square kilometer, there was
one post office. Post and telecommunication services were new to rural farmers, especially
those who live in remote areas. The establishment of 8,021 CPOs during the last few years
has created a countrywide network that delivers services to the local people. Now on
average, one CPO serves 4,500 people per 17.5 square kilometer. This meets Regional
standards.
In 2003, with a total investment cost of 35 billion Vietnamese Dong, Vietnam National Post
and Telecommunications (VNPT) implemented a new program to bring the Internet to rural
areas, starting with Phase I - the development of a network of CPOs. Through that program,
a computer with (dial-up) Internet connection was provided to each of 2,865 CPOs, and two
computers with Internet ADSL connectivity for each of 200 CPOs. Although, these CPOs
have provided useful post and telecommunication services for communities, the actual
condition of the CPOs has not met the basic standards of a public place for reading,
information research, and learning through available books, magazines, documents, and the
Internet.
12
Vietnam: Social/cultural/ICT4D/public libraries/other service models. Prepared for Global Libraries, Bill &
Melinda Gates Foundation. 2006-2007
13
Synthesized from NLVs staff portrait: 90 years of development 1917-2007. H Ni, 2007.
14
CPOs on the way to connect farmers to the world. Rural Economics - 11/12/2008
(http://www.vietnamgateway.org/vanhoaxa/dbdvhx.php?action=thongtin&chuyenmuc=0901&id=08121112501
9)
19
5.2. Infrastructure and IT of public libraries and CPOs in the survey areas
5.2.1. Public libraries
All three public libraries are located in the central area of the city and have good external
apprearance. However, inside the buildings the working space for the staff, the reading
rooms, and storage rooms are quite small. The rooms and facilities were not arranged in a
way that were convenient or appropriate for the functions of a public library. This is
explained by the fact that Thai Nguyen provincial public library acquired the premises from a
local organization, which was not designed for a public library. Tra Vinh province was
planning to allocate 3.4 billion Vietnamese Dong to upgrade the provincial librarys
premises, but plans were ceased due to the economic downturn in 2008. Nghe An provincial
public library is waiting for a new building to be constructed.
Thai Nguyen and Nghe An are among 26 provinces that have invested in IT infrastructure
with local area networks (LAN) and ILIB software (developed by CMC Corporation) from
the 2003-2004 E-library project financed by the MCST and implemented by the NLV. Tra
Vinh still uses SMILIB for the small size library that MCST provided to all libraries in 2002.
Figure 1: Number of computers according to purpose in 3 provincial libraries
35
32
30
25
Total PCs
20
Tech. service
15
15
10
5
16
OPAC
Server
12
10
9
4
Internet service
4
1
0
Thi Nguyn
0
Ngh An
3 3
0
Tr Vinh
4
1
0
Total
Figure 1 shows that: There are 10 PCs in Thai Nguyen library, 15 PCs in Ngh An and 7 PCs
in Tr Vinh. PCs in the three provincial libraries have LAN and internet connectivity
(ADSL), but only for the work of library staff. With the limited number of PCs, priorities are
given to technical units and OPAC. On average, 5 PCs and 4 PCs were allocated,
respectively, for these two purposes. There are no PCs for public internet access. According
to library staff, the current allocation of PCs according to library use and purpose are
appropriate for each provincial library.
None of the three libraries have websites due to lack of financial and human resources for
development and maintenance.
5.2.2. District libraries
Through the survey we found that 2/3 of district libraries surveyed were located within the
districts cultural centers. This location is difficult for library patrons as they need quiet
20
places to read and research. In addition, many people do not know that there are services for
the public in these locations.
District libraries received modest investment and funding, and less than other activities of the
district cultural centers. Some district libraries had not received any funding to supplement
their book collections or support other library activities. For example, Cang Long district
library in Tra Vinh province has not received funding for any library activities in the past
years, and they have not had a librarian during that time. However, some district libraries,
such as Nam Dan, Yen Thanh, and Quynh Luu in Nghe An, were operating very effectively.
In these districts many commune libraries had been established and book collections
circulated among commune libraries. These district libraries also had funding to supplement
their book collections.
None of the 15 district libraries surveyed had PCs. Through meetings with leaders of the
three provincial libraries, it was explained that not only the 15 district libraries surveyed, but
the rest of the 21 district libraries in the three provinces had poor infrastructure as well. With
the poor state of existing IT infrastructure in the district libraries, IT applications for library
activities and services, as well as IT literacy for local people, especially those in remote
areas, still have a long way to go.
5.2.3. Cultural Post Offices in communes
The CPO system in the three provinces recieved support from the telecommunications sector
to provide internet access services for commercial purposes, so they had a basic IT
infrastructure. Most of the 72 CPOs surveyed were located in the center of the communes.
However, the administrative boundaries of a commune are quite large, especially in remote
communes (for example, in some communes in Nghe An it took half of a day to get to the
CPOs). Many CPOs were deteriorated, the equipment was old and outdated, the operations
were not dynamic, and available information was poor and not essential to the local
communities. Remuneration and benefits for CPO managers were very low. Most of the
CPOs in Nghe An and Thai Nguyen had very limited space. With an average of 30m2, it was
just enough for two telephone cabinets, a counter for services, and a small set of chairs and a
table for clients (including readers). Some CPOs had no road access. Most of the CPO staff
and their families lived within CPO premises. CPOs in Tra Vinh were in better condition,
were more spacious (an average of 50m2 with two stories), and had sufficient equipment and
infrastructure, including public places for clients and users.
Table 1: IT infrastructure in CPOs
CPOs with PCs
TT
1
2
3
CPOs Surveyed
24 in Thai Nguyen
24 in Nghe An
24 in Tra Vinh
Total: 72 communes
CPOs with
the Internet
# PCs in CPOs
Total
Internet
access
services
8
8
17
33
33
33
71
46
4
4
11
19
17
17
46
26
18
29
108
155
5
21
70
96
28
72
60
62
Table 1 shows that, of 72 CPOs surveyed only 33 (46%) had PCs with internet connection
(total 155 PCs), but only 19 of those (57%), for a total of 96 PCs (62%), have currently been
providing internet access services for patrons at a price of 3,000 Vietnamese Dong per hour.
However, through interviews and observations, it became clear that only 9 of the 19 CPOs
were currently operating effectively with ADSL internet connectivity. The rest were planning
21
to stop internet services due to slow internet connectivity (dial-up) and old PCs that could not
compete with private internet cafs (same costs and faster internet access). Among 14 CPOs
with dial-up internet connection, only one CPO was running effectively (the CPO in Van
Tho commune, Dai Tu district, Thai Nguyen province). The CPO manager is a 40 year old
man with only one PC, but he took the initiave to cooperate with the Youth Union in the
commune to organize computer training for children during summer holidays.
All the CPOs (those with no internet connection) confirmed that internet access services
were necessary for users. According to CPO staff, internet access in public libraries
contributes to the local communities in three respects: i) it improves ones computer and
internet skills (55%, or 16/29, CPOs responded); ii) it provides information for local
economic development (51%, or 15/29, CPOs responded); and iii), it provides information
for entrance exams for students applying to universities, colleges, and high schools (51%, or
15/29 CPOs responded).
CPOs with PCs and internet connection (14 out of 33) stopped providing service due to
broken units or slow internet accessibility (dial-up). There were two main reasons that the
PCs were broken and could not be used: first, some of these CPOs received second-hand PCs
at the beginning. Second, maintenance and repair cannot be done by CPO staff. Maintenance
and repairs were often not timely as CPOs had to rely on district and/or provincial staff.
More specifically, when asked how to obtain technical support in the event of PC problems,
33 CPOs responded as follows: 7 out of 33 (21%) CPOs asked for commercial services,
another 7 CPOs (21%) sought services from within the CPO, but 19 out of 33 (58%) CPOs
waited for district post offices to respond, which was not timely.
Since 2005, Thai Nguyen equipped 33%, or 8 out of 24 CPOs, with a total of 18 PCs. Of
those, 6 CPOs received one PC each, one CPO received 9 PCs, and one CPO received 3 PCs.
There are currently 4 CPOs (with 5 PCs each) that are providing internet access services, but
they are very slow (dial-up), so there are almost no users. The rest of the PCs, (72% or
13/18) are currently broken and do not provide any services. For example, all 9 PCs in the
Binh Son commune CPO were broken when surveyed.
In Nghe An, 33% (8/24) CPOs were equipped with 29 PCs. 4 of those in 8 CPOs were
providing internet access services. For example, the Dong Van commune CPO, equipped
with 10 PCs, and the Nam Anh commune CPO, with 6 PCs with ADSL internet connections
newly acquired at the end of 2008 and early 2009 were operating relatively efficiently with
about 1,000 log-ons per month. The other 4 CPOs stopped providing services because their
PCs were broken or were too slow in their dial-up internet connectivity. For example, the
Muong Noc CPO received three old PCs at the end of 2008 from the district post office, but
they were never used by any clients because they were too old. The computers in Trung
Thanh commune CPO in Yen Thanh district were also unused because CPO staff had set the
cost of 12,000 Vietnamese Dong per hour to cover the internet connection fees.
In Tra Vinh, the situation was a bit better than in Nghe An and Thanh Hoa. 71% (17/24) of
CPOs were equipped with a total of 108 PCs. At the moment, 11 CPOs are providing internet
access services through 70 PCs. Among these CPOs, 8 were not very effective due to slow
dial-up internet connection, so most PCs were used by children for games. 7 CPOs had
ADSL internet connection but only three of them have provided more effective services;
these included the Thanh My commune CPO in Chau Thanh district with about 2,100 logons per month; the Ngu Lac commune CPO in Duyen Hai district with 1,100 log-ons per
month; and the Hoa Minh commune CPO in Chau Thanh district with about 600 log-ons per
22
month. The other 6 CPOs with 38 PCs stopped providing services due to broken PCs and
slow internet connection.
5.3. Human resources of public libraries and CPOs
5.3.1. Provincial libraries:
Table 2: Number and qualifications of provincial library staff
Provincial
Library
Total
Thai Nguyen
Nghe An
Tra Vinh
Total
18
22
21
61
%
Female
%
Male
Master
39
68
71
61
61
32
29
39
0
5
0
2
Qualifications (%)
University
College/Vocational
School
72
28
59
36
62
38
64
34
Table 2 shows that, on average, each provincial library has about 20 permanent staff, and
female staff account for 61%. Current staff numbers have not been able to cover all duties
and functions of provincial libraries. All three provincial libraries are lacking staff, especially
staff for library activities at the grassroots level. Through the survey, it can be said that
activities such as book circulation among libraries at different levels and other library
activities at the local level are very limited. Nghe An provincial library is very active in these
activities, but the current low staff level has prevented its effort to reach all 20 district
libraries and 78 commune libraries, not to mention the 395 commune book shelves.15
Looking at the gender perspective, 61% of staff are female. In addition, 60% of females are
in director positions (3/5), (the Director of Tra Vinh provincial library is female). This is an
advantage in that the voices of female staff are easily heard and benefits for female staff are
duly considered.
There is only one staff among 61 in the provincial libraries who holds a masters degree (2%).
By comparison, 34% hold college/high school degrees, and 64% hold university degrees. Of
the three provincial libraries surveyed, Thai Nguyen has the highest percentage of staff with
university degrees, accounting for 72%, Nghe An has the lowest with 59%, and Tra Vinh in
the middle with 62%.
The characteristics of librarians in the three provincial libraries are as follows:
Table 3: Number, sex, age group, and qualifications of librarians at the provincial level
Provincial
Library
Qualifications (%)
University College/Vocational School
Total
%
Female
%
Male
Thai
Nguyen
60
40
100
Nghe An
100
Tra Vinh
100
Total
20
90
15
30-40
41-50
>50
20
40
40
55
45
44
33
23
33
67
100
10
60
40
60
20
15
23
Table 3 shows that librarians account for 1/3 of the total staff (20/61), and female librarians
account for 90% (18/20). 60% of the librarians hold university degrees in accounting (12/20),
and 40% hold college/high school degrees (8/20). Librarians within the age group of 30-40
years account for 60% (12/20), while 4% are under 30 (1/20), and 35% are over 40 (7/20).
The above data shows that provincial libraries have paid due attention to service provision,
and so adequate numbers of staff have been assigned to serve patrons. That most of the
librarians are female is also an advantage as they are friendly with users and patrons and so
may be more successful than male peers in providing library services. However, female
librarians may face difficulties when they need to take time off to raise their children and
then cannot work outside normal business hours or overtime, as sometimes required by the
job. Moreover, because the job requires that they are always present in the library, they have
limited chance to participate in any training to improve their skills and knowledge. To better
serve patrons, the librarians need basic IT training and education, especially in providing
advice and assistance to library users. When there are appropriate training and education
opportunities available, the librarians should receive the necessary support to attend.
In public libraries, the quality and level of friendly services provided are very dependent on
the attitudes and qualifications of the librarians. Such qualifications vary from province to
province. In Thai Nguyen, 100% (5/5) of the librarians hold university degrees, while in Tra
Vinh only 33% (2/6) staff hold university degrees, and in Nghe An 55% (5/9) staff hold
university degrees. Among the 9 librarians in Nghe An provincial library, five are over 40
years old and only four of those have a high school education.
5.3.2. District libraries
Table 4: Number, qualifications, and age groups of district library staff
District
Libraries
(5 in each
district)
Thai Nguyen
Nghe An
Tra Vinh
Total
Total
6
7
6
19
University
50
86
0
47
Qualifications (%)
College/vocaUpper
tional school
secondary
school
50
14
83
47
0
0
17
6
30-40
41-50
17
43
67
42
33
14
0
16
>50
17
0
0
5
Among 15 district libraries surveyed, 5 libraries have two librarians each, and 9 others have
one librarian each. Cang Lon district library has no librarian, so the district cultural center
has assigned two staff (one is an accountant and another is a cashier) to be in charge of the
librarys activities. These staff are busy with their own job functions and have no library
profesional experience, so the district library has not had users for a long time. Two-thirds of
the district libraries have only one librarian, so the libraries have to close when s/he is sick,
busy with meetings, goes on leave, etc. Due to the lack of staff and librarians in the district
libraries, professional support and book circulation among district and commune libraries
and book shelves have been on an ad-hoc basis. A lot of book shelves in the communes are
empty and the outreach activities of the libraries to disseminate information within the
community are very limited..
24
Table 4 shows that there is a great difference in the qualifications among district libraries. In
Nghe An, those district staff who held university degrees accounted for 86%, while 50% do
in Thai Nguyen, and in Tra Vinh none held university degrees. Rather, 83% (5/6) of the Tra
Vinh staff held high school degrees, and one finished an upper-secondary education (17%).
Therefore, district library staff in Tra Vinh need intensive training to enable them to provide
quality services for library users.
5.3.3. Cultural Post Offices (CPOs)
Table 5: Number, qualifications, and age groups in CPOs surveyed
Gender (%)
CPOs
Qualifications (%)
Total
Female
Male
University
College
Secondary
<30
30-40
41-50
24 in Thai Nguyen
24
83
17
17
79
58
42
24 in Nghe An
24
100
38
58
67
21
12
23 in Tra Vinh
23
100
87
78
22
71
94
21
75
68
28
Total
Note: The CPO in Kim Son commune, Tra Cu district, Tra Vinh province is vacant and has not yet recruited
staff.
Staff in the CPOs have not received training in librarian skills and knowledge. CPOs have so
far provided books and newspapers for reading free-of-charge. 75% of CPO staff have
primary and secondary education. The rest (25%) hold university degrees and/or college/high
school degrees. Females account for 94% of staff, and 68% are under 30 years old.
Compared to the provincial and district levels, CPO staff are younger and thus may have
easier access to IT and the Internet.
The educational levels of CPO staff in Nghe An are higher than that of Thai Nguyen and Tra
Vinh. In Nghe An, 9 out of 24 staff (38%) have college or upper secondary level education,
while in Thai Nguyen only 4 out of 24 staff (17%) and in Tra Vinh 2 out of 23 (9%) have the
same level of education.
In each CPO, there is one contractual staff and 95% of all staff are female. In addition, each
CPO has one messenger (most of them are men) to deliver the post and and parcels. CPO
staff have very low income - 400,000 Vietnamese Dong per month, which is equivalent to
$25 USD. Their income is also unstable because they are dependent on CPO revenues.
Therefore, some CPO staff provide photocopy services, or sell books and other goods to
generate extra income.
5.4. IT capacity in public libraries and CPOs
25
2.
Province
Weak (%)
District
CPO
Province
Average (%)
District
CPO
Province
Good (%)
District
CPO
Province
16.7
38,6
41.7
21,4
25.0
44,2
29.0
42,8
60,0
69,0
54.2
12,8
12.6
28,6
7,2
33,3
22,0
20.8
6,7
7,4
1,6
3.
8.3
46,2
45,6
37.5
30,8
23,5
45.8
23,0
25,0
8.4
5,9
4.
20.0
50,0
54,4
25.0
28,6
23,5
45.0
21,4
16,2
10.0
5,9
5.
16.7
71,4
87,0
45.8
21,4
8,0
37.5
7,2
5,0
6.
89.5
84,6
96,8
10.5
15,4
1,6
1,6
7.
20.0
69,2
81,8
70.0
23,0
10,5
10.0
7,8
6,5
1,2
8.
7,1
6,2
10.5
1,5
7,7
6,2
30.0
7,7
4,6
9.
10.
11.
Total
0
63.2
92,9
92,3
26.3
25.0
84,6
89,2
45.0
0
0
70.0
92,9
83,0
25.0
17,0
5.0
7,1
12.5
66,7
81,3
41.6
16,7
18,7
37.5
16,7
8,4
31.5
67,1
73,8
39.1
20,8
16,9
25.6
11,4
7,5
3.8
0,7
0
1,8
26
27
Table 7: Provision of services and support to users of public libraries and CPOs
(Responded by: 19 provincial library staff; 9 district library staff; 36 CPO staff)
No.
1.
2.
3.
4.
Communication skills
5.
6.
7.
8.
Total
Province
Weak (%)
District
CPO
Province
Average (%)
District
CPO
Province
Good (%)
District
CPO
Province
15,8
25,0
16,7
31,6
33,3
52,6
62,5
50,0
12,5
26,7
12,5
22,2
40,0
25,0
38,9
33,3
62,5
36,1
2,8
66,6
25,0
42,0
16,7
25,0
29,0
16,7
50,0
29,0
11,1
21,6
31,3
11,1
19,0
43,7
44,5
54,0
25,0
33,3
5,4
57,1
33,3
69,5
28,6
33,3
13,9
14,3
33,3
16,6
63,6
50,0
69,5
36,4
25,0
8,3
12,5
22,2
12,5
50,0
25,0
52,8
30,0
25,0
25,0
20,0
50,0
22,2
58,3
25,0
69,5
25,0
37,5
19,4
16,7
37,5
11,1
38,5
26,0
45,5
30,3
22,4
23,2
27,5
43,0
30,3
3,7
8,6
28
library and information science education programs for library staff. The MCST and the
NLV often organize training on new standards or programs to be applied in libraries. In
recent years, Vietnamese libraries have applied new standards such as: the Anglo-American
Cataloguing Rules (AACR2); the Dewey Decimal Classification (DDC) System; and
Machine-Readable Cataloguing (MARC21). Within the framework of the IT projects funded
by the MCST, training programs on how to use new software, network administration, and
MARC21 have been provided together with equipment, PCs, and software.
One of the difficulties facing libraries at the moment is the lack of IT staff for network
administration (LAN, server, library networks), and for handling any problems related to IT
management. These functions require not only IT knowledge and skills, but also a
knowledge and understanding of library activities and services. For this reason, IT
applications in public libraries in recent years have been dependent on software providers
and so have not been effective to some extent.
Moreover, staff with lower education levels are often assigned as librarians because
traditional views of a librarians main responsibilities are to lend and keep books/documents.
Such views suggest that libraries do not need to have qualified staff with higher education.
Because of this, librarians are not able to support and offer advice to patrons and users, even
in a traditional library. It will be even more difficult for undereducated staff in a modern
library with IT applications.
30
5.6.2. IT knowledge
Figure 2: IT training needs of public library and CPO staff
1- Basic IT
knowledge and
skills
90.1%
68.4%
81.5%
2- Knowledge on
the Operating
System
74.6%
47.4%
51.9%
0.0%
4- Understanding
online database
usage
0.0%
68.4%
92.6%
52.6%
88.9%
5- Understanding
of the PCs
hardware
73.2%
57.9%
44.4%
6- Skills for
administering
networks
57.7%
52.6%
55.6%
40.8%
52.6%
of a website
33.3%
8- Skills for
serching
information on the
Internet
91.5%
63.2%
92.6%
0.0%
31
Figure 2 suggests the training need priorities of public library and CPO staff:
- District and provincial library staff suggested training content and topics as follows:
1. Knowledge on integrated library system (80.5%)
2. Skills to search information on the Internet (77.9%)
3. General IT knowledge (74.9%)
4. Knowledge on how to use online databases (70.7%)
5. Network administration (54.3%)
- CPO staff suggested the following training topic priorities:
1. Skills to search information on the Internet (91.6)
2. General knowledge on IT (90.2%)
3. Knowledge on Windows (74.7%)
4. Knowledge on hardware (73.2%)
5. Network administration (57.8%)
5.6.3. Skills to serve and support patrons/users
Figure 3: Staff training needs to serve and support patrons of public libraries and CPOs
81.7%
1Communication
skills with users
68.4%
66.7%
CPOs staff (%)
District library staff (%)
Provincial library staff (%)
2- Skills for
marketing and
disseminating
library and
Internet services
77.5%
68.4%
88.9%
0.0%
20.0%
40.0%
60.0%
80.0%
100.0%
On average, over 60% of staff require training in two main subjects: i) communication skills,
and ii) skills to disseminate and advocate for library/CPO activities and internet services.
5.6.4. Training organization
Together with the training topics recommended above, library and CPO staff have suggested
the following ideas on the organization and implementation of training:
Training beneficiaries: These should be divided to two main groups: the provincial and
district libraries should be in one group and the other should be for CPO staff. Regarding IT
32
training, there should be separate courses for beginners and then for the intermediate level to
ensure training quality.
Training time: The most appropriate timing for provincial and district library staff would be
on Saturdays and Sundays. For CPO staff, it is more appropriate to organize training in the
evenings.
Training venue: CPO staff can join trainings in the districts, while provincial and district
public library staff can attend training in the provinces.
Training materials: Training materials should be developed for each group of beneficiaries
(e.g. one set for public library staff and a separate one for CPO staff). Training materials
should be simple, easy to understand and attractive. Materials on IT should be in color so it is
easier to follow instructions.
5.7 Patrons and their information needs
5.7.1. Patrons and users of public libraries and CPOs
268 patrons were interviewed in 90 selected sites and below is a summary of answers to the
questions posed:
When asked, How do you know about public libraries and CPOs? 78% responded that
they knew from passing by; 9% said through friends; 10% claimed through the mass
media; and 3% said, through the dissemination activities of the library. When asked,
How do you see/view public libraries and CPOs? 49% responded that library was Where
one borrows and reads books, and 7% responded, Where one receives necessary
information from books and librarians. With similar questions related to CPOs and internet
connectivity, 80% of users responded that the CPO was Where one makes phone calls and
sends posts, and 17% responded that the CPO was Where one accesses the Internet.
With the question, What is your general assessment of your public library and CPO? 12%
responded that they were very pleased; 45% responded satisfactory; 31% responded
normal; 9% responded not satisfactory; and 3% had no answer. Regarding the attitudes
of librarians, 95% said they were very pleased or satisfied.
When patrons of CPOs were asked, How do you evaluate staff when you need assistance
while reading and using PCs? 22% responded good and very good, but 78% assessed
so-so and weak. When asked about staff skills to support and advise users, 62% thought
they were good and very good, while 38% said they were so-so and weak. When
asked about staff attitudes, patrons were divided with 50% responding good and very
good, and 50% responding so-so and weak. When asked about PC quality, PC software
and internet speed, 80% were not satisfied or thought it was only so-so.
The habits of patrons regarding internet use were assessed through the question, Besides
public libraries and CPOs, where else do you access the Internet? 38% responded that they
use internet cafs, 19% said at home, 14% said at work, and 5% did at communal centers.
Patrons felt the purpose of internet access was to find socio-economic, cultural, and health
information (41%), 23% used it to contact friends, 21% gathered information related to their
jobs or studies, 9% accessed information about their local communities, 6% used it to
complete job searches, and 44% played games on it (the majority of these were pupils,
students, and youth in rural areas). The results on the actual use and needs of users/patrons
are presented in Figure 4 (268 patrons/users surveyed).
33
Figure 4: Patron use of and needs for services provided by public libraries and CPOs
1- Borrowing books,
newspapers, magazines to read
79%
90%
at home
2- Use of reading rooms for
77%
83%
93%
20%
97%
15%
100%
5- Using online-database
23%
99%
9%
Using up to now
94%
7- Playing games
8- PC operating (Word
processing)
9- Printing, scanning
44%
93%
19%
100%
12%
100%
14%
96%
0%
28%
20
%
40
%
60
%
80
%
100 120
%
%
The above results show that most users come to libraries to read or borrow books. Other
services are either not available or have not attracted users. Most users expect to use many
more services at libraries in the future.
In Thai Nguyen provincial library there are about 5,000 users per month, while Nghe An has
15,000 users per month, and Tra Vinh has 5,500 users per month. Most of these users/patrons
are university and college students, pupils from specialized and upper secondary schools,
public servants, and retired officials/staff.
34
In district libraries, on average, there are about 360 users per month. Out of 15 of the
surveyed district libraries, two had many patrons (Quynh Luu in Nghe An about 1,000
users/month, and Phu Luong in Thai Nguyen about 800 users /month). Most users of
district libraries were pupils, district staff and public servants.
In CPOs, 4 in Thai Nguyen (with 5 PCs in each CPO) were serving an average of 150 users
per month in each CPO. 11 CPOs in Tra Vinh (with 70 PCs total) were serving an average of
580 users per month per CPO, about 8 users per PC/month. 4 CPOs in Nghe An, with 21
PCs, were serving an average 497 users per month per CPO (about 33 users per month/PC).
Most of users were primary or secondary pupils and they use PCs for playing games or
chatting with friends. Very few use PCs and the Internet for information or learning.
From the surveys of users, the survey team notes the following:
-
Activities and events to disseminate information on library and CPO services and for outreach have been ignored and are still very weak. Because of this, most users have only
learned about library services by passing by rather than through library and CPO
events and promotions as they should.
A large number of users have not been satisfied with library and CPO services provided,
especially in CPOs with poor quality PCs and slow internet connection. These were the
main reasons why users did not come to use the services provided.
Most of users come to libraries to use the Internet to look for information on socioeconomic and cultural issues for work or further learning. This suggests that CPOs and
public libraries must be able to refer users to the available resources, and that they must
develop new local content on issues that users in each locale are interested in.
Existing and available services in public libraries and CPOs have not met the demands
and needs of users and local people. Local people do not need the services currently
offered, while the services they do need are not available.
Opening hours are not relevant to some users, especially pupils, students, government
staff and public servants.
Poor infrastructure and lack of quality PCs, combined with slow internet speeds, have
limited users in CPOs.
Users and potential users also wanted to improve their skills in using a PC and the Internet:
42% wanted training in general PC knowledge, 48% in how to look for information on the
Internet, and 10% in how to use online databases. 43% of the respondents wanted practice on
PCs, 37% wanted guidance from librarians and CPO staff, and 20% said they could learn
from printed guidelines.
36
commune, Hoa Loi commune (Chau Thanh, Tra Vinh), Ngu Lac commune (Duyen Hai, Tra
Vinh), and Long Son commune (Cau Ngang, Tra Vinh).
6.2 Services
Available services are simple in libraries and CPOs and readers dont have many choices.
Currently, the vast majority of readers come to the library mainly to read or borrow books
and newspapers. Survey findings showed that there was diversity in terms of the types of
needs for services with future readers. The percentage of readers borrowing or reading books
has dropped, but the need for other services is increasing. Such needs include: use of online
databases and computers, information searches on the Internet, and data storage on USB,
CD, etc. The need for support, guidance and consultation so readers can obtain information
in libraries is still limited, and identification and assessment of reading and information
needs of specific target groups, from a readers perspective, has not yet been carried out.
Provincial libraries in Thai Nguyen and Tra Vinh have not provided interactive information
services (Q&A services).
Although three provincial libraries developed a computer bassed search system and an
bibliographic database available on OPAC, almost half the readers in Thai Nguyen and Tra
Vinh utilizing the libraries continued using the traditional cataloguing. This is partly because
computers for OPAC are not located into a separate room for readers, but in the same spaces
that librarians sit. Therefore, readers are reluctant to complete self-searches and such
information research largely depends on librarians.
Dissemination activities by provincial libraries primarily take the form of book story
telling competitions. Of three surveyed provincial libraries, Nghe An held thematic talks,
meetings for readers (once every several years), and organized the launching of new local
books on provincial television. These events, which depend on funding and experience to
organize, are rarely used by Thai Nguyen and Tra Vinh provincial libraries. District level
libraries have very few communication and outreach activities. Dissemination and
introduction of existing and new services in public libraries and CPOs have received little
attention. The survey indicated that almost all readers did not know about public libraries and
CPOs from dissemination activities of public libraries and CPOs. Readers said their image
of provincial/district libraries was a place where they could read or borrow books and
newspapers, or the image of commune-level CPOs as a place to make telephone calls and
send postal packages.
Provincial libraries are open during working hours from Monday through Friday.
Additionally the Tra Vinh library is open in the evening and the Nghe An library opens on
Saturdays. Readers come from varied population groups and have different free time when
their work/study is done, thus the operational hours that fall into only normal working hours
cannot satisfy and accomodate readers. Staff of Thai Nguyen and Tra Vinhs districtl
libraries are part time and are concurrently doing assignments demanded by the district
cultural office. There are no consistent regulations on opening hours, and readers dont know
when the library is open and are therefore unable to use its services. Very few readers come
to the libraries surveyed in Thai Nguyen and Tra Vinh. The district libraries in Nghe An do
have regulations on opening hours. They also have a regularly scheduled time set aside one
day per week to provide technical support for school libraries, commune level libraries and
the CPOs. For these reasons, and combined with a passion for learning found in Nghe Ans
youth, these libraries have drawn a massive number of readers.
38
CPOs have regular opening hours from early morning to late evening, which is convenient
for users. Additionally, to encourage public use of services, and to bridge the gap in
knowledge with Vietnamese young people by universalizing IT, between the period of 2007
2010 the VNPT partnered with the Vietnam Youth Federation to organize a program called
One million hours together. This program provided free internet access in more than 2,000
CPOs16 nationwide from September 2007 through September 2008. Despite clearly defined
objectives and encouragement, unfortunately the programs services, at the time of this
survey, proved ineffective and didnt interest the public. Many CPOs stopped providing the
services after one year or several months of operation, and a couple CPOs did not implement
the services even for a day nor did they have a single client (CPO in Trung Thanh commune
(Yen Thanh, Nghe An) and CPO in Muong Noc commune (Que Phong, Nghe An). The key
reasons were due to: i) slow connection (dial-up); ii) outdated equipment; iii) neglect of
communication and outreach work; iv) poor IT capacity of staff in charge given delays in
technical support from the district level post office; and v), lack of training for local people
on computer/internet use due to limited space and inadequate facilities (except the CPOs in
Tra Vinh).
6.3 IT capacity and service provision abilities of library and CPO staff
Conventional library science in Vietnam, in terms of traditional organization and operations,
has a well-established history. However, organization and operations based on modern
library models with technology applications are still too new. While the Web 2.0 technology
has been well-developed, the majority of library staff have substantial gaps in their
technology knowledge, even in basic computer skills. Although the LD and the NLV held
some IT training courses, library staff havent been exposed to organizational resources or
computer network operations, and have not taken advantage of IT to meet the information
needs of their patrons. The survey and self-assessment of library staff and patrons revealed
that the IT capacity of most of librarians and CPO staff is poor or at a medium level. The
majority of staff working in places without internet access are computer illiterate and a lot of
staff in CPOs where internet services are available do not know how to explore and make full
use of the basic utility of the Internet.
Librarian communication skills when providing services for readers was allocated the least
amount of attention in library operations. The survey showed that communication style,
language, wardrobe, the way of responding to readers, and the professional ethics of CPO
librarians/staff when providing free public services were not in line with any regulations.
Moreover, regulations on communication style applicable to librarians were also not
discussed nor formulated in the general library system; the NLV and DL have not elaborated
or provided guidance on these issues. Some related regulations were available in the
surveyed libraries in Tra Vinh and Nghe An but were insufficient and inconsistent. However,
readers in the survey sites said the work attitudes of librarians were good (95% were satisfied
or very satisfied). This may be attributed to the long-held conception that the library is a
place to borrow and return books and librarians are just book custodians and lenders. Public
library institutions do not draw diverse groups of readers in the community in addition to
traditional target groups (pupils, students, researchers). This implies that serving readers is
not yet considered a relevant focus or critical task of a library, as well as an important
indicator to assess all library activities and quality of its services. More recently, this has
been brought to the attention of some libraries. In November 2008, for example, the
Information and Library Center under Hanoi National University conducted a workshop
entitled, Culture in communication and behavior of librarians with a view to improving
16
39
the cultural aspects of librarians modeled on the concept of service provision. So far, these
concepts have not been included in any training curricula by the NLV and DL.
6.4 Training organization
The libraries surveyed have not paid proper attention to staff training and human resource
development. None of the three provincial libraries had budgets specifically for annual staff
training. Training during the last few years has been dependent on national level training
programs held by the DL or the NLV. Trainings attended by provincial library staff primarily
focused on the professional standards, such as: DDC Abridged Edition 14, MARC21 held by
the NLV, Web design held in the North and the South by the DL, and the worshop on IT
application for visually-impaired people held by The General Science Library of Ho Chi
Minh City with funding from the Force Foundation. In terms of training for district library
staff, the survey demonstrated that there were some refresher trainings held by the DL and
provincial libraries on library knowledge and professional, library activities, application IT
in libraries, DDC Abridged Edition 14, etc.
Trainings at the national or local levels focused attention on improving IT and professional
capacity for library staff, but training to improve service skills were few. Other activities to
enhance service provision were also rare. In 2003, the public library sector held the first
conference on service provision work since 1954 in Lang Son. The conference examined the
direction and tasks of service provision work in the public library institution system from
2003-2010. In papers presented during the conference, however, concepts regarding how to
attract readers, the organization of training related to marketing and the Internet, reader
psychology, communication skills, and the behavior and working attitude of librarians were
not included.
The majority of CPO staff were trained in post and telecommunication cost calculation
methodologies. For those CPOs with PCs/internet connection, the staff are often provided up
to three days of training on computer and internet use by provincial or district post offices
while the technical support from district post offices were delayed.. Almost all CPOs had
posters introducing and disseminating internet service provision, but there has been no
training for post office staff to enhance their knowledge and service skills to draw in clients.
This is one of the reasons for the ineffectiveness of internet services in the CPOs.
6.5 Coordination within departments at the local level
During the survey of libraries and commune level CPOs, the assessment team worked closely
with the leadership of provincial libraries, district level cultural centers and the commune
level Peoples Committee (Chair or Vice-Chair in charge of Cultural and Social Affairs) to
develop an understanding of public library/CPO operations, and to explore the relationships
between the local authorities and the project sites. Below are the teams observations:
Provincial/district level libraries and provincial/district post offices have a good
understanding of pilot project sites and are prepared to receive facility and internet services.
They also showed a strong commitment to the project activities (at the time when the
assessment was carried out, almost 24 CPOs received 5 computer desks/site in Tra Vinh).
The leadership at the provincial/district libraries facilitated, coordinated with and supported
the assessment team throughout the field survey. As a result, progress and a high quality
assessment were ensured.
40
Because the commune level CPOs operate within the Post and Telecommunication sector,
the commune level Peoples Committees did not know about the management of CPO
activities and hardly coordinated with them in service provision, even though CPOs are
geographically situated in the commune to serve the community. At the time of the survey,
the commune level Peoples Committee leadership had limited information on the upcoming
pilot projects in terms of where funding came from, project objectives, how many computers
were equipped, and the status of internet access regulations in CPOs in their respective
communes.
When informed of the project activities, the local authorities and people in the project sites
were uniformly welcoming and supportive of the idea to bring the Internet to the community
and they hoped to access the new technology and necessary information on local
socioeconomic development. General recommendations in most project sites were that
internet access should be provided free, particularly in remote areas and areas with ethnic
minorities, that the provision of internet services should be relocated to the commune level
Cultural House where the local people are able to take part in other cultural and sporting
events and where management of the services is more convenient (e.g. to manage students
who spend too much time playing games and drop classes, etc.), and that there should be
regulations and monitoring mechanisms put in place.
41
can adapt and use it. More than 31 library organizations have signed an agreement to join
this world campaign. Japan, Korea and Singapore are participating in the campaign and other
Southeast Asian libraries should consider joining.
Library services have been modernized with the trend of having more open stacks to help
readers promptly access relevant documents. IT is applied in library work and is used to
convey information in a modern way through e-news, CD-ROMs, access to document
databases through OPAC, online databases, the Internet, Web 2.0 technology, etc. To help
readers familiarize themselves with new services and options, a librarys leadership needs to
have a plan to train readers about the library/Internet on a regular basis, particularly for firsttime readers and the disadvantaged.
Findings in the survey revealed that all three project sites focus on agricultural production,
primarily raising pigs, chickens, bulls and cows, and cash crop production. Each province
also has its own particulars. Thai Nguyen is characterized by farm economics, tea plantation
and processing, and the mining industry. Nghe An is characterized by fisheries and fish
processing (fish sauce making, salt making); forestry (coffee, rubber, pine and acacia), paper
processing, and rattan and weaving handicrafts. Tra Vinh, located in Mekong River delta has
shrimp and catfish farms, fisheries, and handicrafts. As home to the Khmer ethnic minority,
which accounts for more than 30% of its total population, Tra Vinh has 141 Khmer-style
pagodas and there is a great need for exploration and understanding of this culture. However,
interviews with the leadership of the provincial/district level libraries and the commune level
Peoples Committee showed that no public libraries/CPOs have adequately responded to the
need for cutting-edge information on local economic sectors. Almost 71 CPOs have different
kinds of books and journals on traditional trees and animals such as pigs, chickens, ducks,
rice and cash crops. The local people need access to information relevant to the local
economic priorities and conditions such as: dissemination of knowledge, best practices for
doing business and reducing poverty, and forecasts for export of agricultural products.
Training and guidance is needed for staff at the commune level CPOs on accessing relevant
information sources and they must be able to consult and support patrons more effectively.
7.3 Improvement of IT and service provision staff capacity in public libraries and CPOs
The IT skills of librarians in public library institutions are still poor. To maximize the
effectiveness of the upcoming Gates Foundation-funded project, IT training programs should
be comprehensive, from basic to advanced levels, from accessing the Internet for news and
information to building analytical skills to develop the most effective information search
strategies. More in-depth training should be provided for those working in public library
institutions that have not yet been equipped with computers.
In todays fast-paced technological world, library staff need new knowledge to enhance
services and to assess the library system. They will need to identify the impact of ICT on
their working environment, to be aware of the full impact of ICT on information formats,
access and services, and to recognize the necessity of using ICT as a tool to respond to the
information needs of patrons. As a result, a library can fulfill its role within the system by
complementing education and providing information to communities. It can serve as an
intermediary in the development process, as a place where the local people can set up their
businesses and even find outlets to market their products through IT and other
communication utilities in public library institutions. To best fulfill such tasks, library
personnel need to understand the roles and mission of the library and of staff in todays
information age.
43
The library is not just a place where documents are stored, but also where access to
information resources and guidance are provided to users. Therefore, the concept of the
librarians role has been changing. Staff who serve patron needs must possess solid
knowledge and skills, and a professional style and attitude that can shape the new image of
the library. Attracting users to library and Internet services, and improving effectiveness and
patron satisfaction depends tremendously on the provision of user-friendly services. Thus,
staff who serve readers should acquire knowledge and skills in services, (communication
skills, for example), reader psychology, and on information research to enhance their abilities
in assisting users.
7.4 Knowledge and skill improvement training for better library services
The leadership of libraries should formulate annual training plans (continuing and
comprehensive) and training for future replacement staff. Within the scope of the survey, the
assessment team did not assess the public library institutions library-related professional
ability, but focused on IT and the service provision-related abilities of staff working in public
libraries and CPOs in the survey sites. Based on survey results, the training needs of library
and CPO staff are listed below:
IT Training
For provincial/district level library staff:
1. Basic IT knowledge and skills (including how to use PCs, printers and Microsoft
Office, such as Word, Excel, PowerPoint)
2. Understanding hardware and common trouble shooting
3. Internet use
4. Skills for searching information on the Internet
5. Skills for administering networks and managing equipment and readers in Internet
rooms
6. Skills for the design and administration of a website
7. Skills for how to use library software
8. Understanding online database usage
For staff in charge of CPOs:
1. Knowledge and basic skills on IT (including how to use PCs, printers and Microsoft
Office, such as Word, Excel, PowerPoint)
2. Understanding hardware and common trouble shooting
3. Skills for searching information on the Internet
4. Skills for administering networks and managing equipment and readers in Internet
rooms
Training in serving readers (for libraries and CPOs)
1. Awareness on the roles and tasks of the library and its staff in the information age
2. Communication skills with readers (including behaviors and attitudes)
3. Skills for analyzing the Internet-based information needs of readers
4. Organization, design and administration of assessments on PC/Internet use and
impact
5. Skills for marketing and disseminating Internet services
6. Skills for guiding and training readers in PC use and Internet access
7.5 Coordination at the local level
To fully support services in the localities, the leadership of the local government, relevant
departments, schools and mass organizations should also have training on the roles and tasks
of libraries and CPOs in providing PC/internet services. They need to know what public
44
libraries/CPOs can do to improve the lives and work of the local people, and how their work
would be better supported by libraries/CPOs. Close coordination between the local
government, relevant departments, schools and mass organizations on Internet services is not
only essential to marketing services, but also for managing Internet use and IT exploitation.
Such coordination will help maintain long-term operations, help secure IT equipments, and
prevent social problems that may arise such as children becoming obsessive about playing
games online or girls being abused through chat rooms. This coordination can be done
through organizing meetings in residential groups where the local leaders and CPO staff
introduce and market Internet services, and explain the uses and advantages of the library
and the Internet. CPO staff should work with the Youth Union to mobilize the public to join
training on PC/Internet use. Training should first target local leaders, relevant departments,
pupils/students and young people, and then reach out to the disadvantaged, the elderly and
women. Leaflets on internet use should be developed and distributed in a simple and easy-touse manner with a list of links to relevant web pages.
45
8. CONCLUSION
Vietnam has adult literacy rate nearing 90.3%.17 This is convenient for maintaining a
reading culture, and serves as a good precondition for raising peoples awareness and
bringing the Internet to communities around the country. However, the surveys in selected
sites revealed that existing information resources in the library system and from the Internet
have served only a traditional clientele (such as researchers, students, officials and
government staff) thus far. Disadvantaged groups, as well as people living in remote areas
have not been able to access these information resources. To ensure a broader impact from
internet access, these groups should be given the necessary support to access the Internet to
look for information for educational and learning opportunities as well as to obtain necessary
information for learning new skills, expanding businesses, improving health and being
prepared for natural disasters and epidemics. Critical information does not reach rural
communities because they have not been aware of library and Internet services available to
them and do not understand the Internets use.
According to an assessment by the International Telecommunication Alliance, in recent years
Vietnam has been one of the nations to have the highest growth rate in telecommunications
in the world. Up to May 2008, there were about 6 million subscribers in the country,
enabling about 19.5 million citizens access to the Internet, which accounts for 23% of the
total population.18 However, it is easy to recognize that internet use has not been distributed
evenly in Vietnam. Most users are concentrated in urban areas like Hanoi, Ho Chi Minh City,
Da Nang, and Can Tho. The surveys conducted in the three provinces showed that although
internet services have been brought to rural and remote areas, the quality of these services
has not been satisfactory and the poor have not been able to access the Internet for critical
information to improve their lives.
Library services are not diverse or attractive to users in local communities. Vietnam has a
wide network of public libraries in the country that are vertically managed for filing and
storing books and documents for public lending. Some libraries have provided internet
access services for patrons (22 out of 65 public libraries in Vietnam have this services; NLV
and 64 provincial/city libraries). 99 out of 623 district libraries in the country have applied IT
in their library activities.19 However, most users have used the Internet to send/receive
emails, to chat, or for reading e-newspapers, and have not explored the research functions of
the Internet for useful information to apply to their daily lives and work. District and town
libraries usually have one or two staff (except some district libraries in Ho Chi Minh City).
The library staff in wards/communes and in book corners at the district cultural centers have
almost no common qualifications. Their skills and knowledge of the library and access to
information are very limited and their ways of working are also very different. Thus, they are
not capable of generating or advocating for support to organize events and activities to
expand the librarys activities or to attract potential patrons.
17
46
Vietnamese librarians have been trained in library science, but their skills in PC use and
Internet Explorer are still weak. Therefore, they are unable to provide support to and
guidance for patrons/users. Communication and service skills have received little attention
within the library system. To make dramatic changes in service provision and to create a
more friendly environment in public libraries, there should be stipulations on the attitudes
and communication skills of librarians with a core principal to Serve patrons.
Communication and information guidance skills should be integrated in skill training
programs for librarians.
Library patrons have also changed recently. The NLV has expanded its reach by simplifying
the process of granting membership cards. Formerly, memberships cards were granted only
to senior university and college students. Now, all those who have identity cards can register
for membership with the NLV.20 In the NLV, students account for 70% of the total
registered patrons. One of the important potential groups for provincial libraries are
government officers and public servants. The percentage of this group who use library
services is very low although they are responsible for advice, guidance, and implementation
of national programs and objectives at local levels. At local libraries, there are many retired
officials and officers who are still very active in social and community activities. They could
also be an active group for advocating for library activities as they have applied information
and knowledge that they have learned about the local community and its economic
development thanks to library services.
Provincial/city libraries have paid more attention to offering services for children. In the past
this responsibility was assigned to local cultural houses and/or childrens clubs.21 Libraries
also attracted more students and pupils to make their environment more vibrant. Children and
youth account for 70-80% of the total patrons/users of libraries. The handicapped and blind
have also increasingly come to public libraries. For example, Hanois Library and the
Scientific and Technology Library in Ho Chi Minh City every year attract thousands of users
from this group.22 Business managers and staff, farm managers and producers, and
small/household business have also increasingly been accessing information resources in
provincial public libraries and the NLV. This group accounts for about 30% of the total
patrons annually. Farmer patrons have increased in grassroots libraries. Thus, public libraries
have to find ways to balance their services to ensure that disadvantaged groups also have
equal access to information resources in the library system.
The information needs of library patrons have been changing towards a demand for einformation. Rapid IT development has changed peoples habits and the ways of living and
working, including reading. Increasingly, patrons read e-books and documents online instead
of reading printed books. The NLV should review the effectiveness and impact of IT
applications in the public library system to create a basis for further implementation as it is
necessary to apply IT to library management and operations, and to be connected to the
global library network.
The pilot projects funded by the Bill & Melinda Gate Foundation in Nghe An, Thai Nguyen,
and Tra Vinh is essential for the development of infrastructure and IT equipment in order to
expand library services, including internet access, and the creation of a more welcoming
20
Serving patrons of the public library system: Workshop proceedings, Lang Son, 2003.P.23
NLV report at the workshop: Serving patrons of the pubic library system, Lang Son 2003
22
Serving patrons of the public library system: Workshop proceedings, Lang Son, 2003. P23
21
47
environment for public internet access. With these improvements local people can access
information more easily and effectively. Through this assessment it is evident that the
implementation of project activities will have certain advantages, but they will also face
many challenges. The situation requires a flexible approach appropriate to the local context
and the beneficiary groups. In training and education programs to improve the skill capacity
of local staff, intensive programs for CPO staff should also be included. To ensure that
training materials are practical and relevant to the local staff of public libraries and CPOs
accordingly, the newly developed materials should be tested before publication and
distribution. Project activities should be closely monitored, and experiences and lessons
learned should be documented in order to instill best practices for further replication and
adaptation in other locales.
48
9. REFERENCES
Information technology
December 2008
website,
(http://www.thongtincongnghe.com/article/5932),
Towards dynamics of libraries and information centers in South East Asian countries:
Workshop proceedings of CONSAL 14 (CONSAL 14), organized in Hanoi, 20-23-2009.
Latvia Libraries survey 2007: Library managers survey.
(https://gltoolkit.centraldesktop.com/community/av&ac=vr&recid=2207413)
Latvia residents survey 2007: Survey of Latvias population
(https://gltoolkit.centraldesktop.com/community/av&ac=vr&recid=2207411)
Libraries and librarians in Poland: Conclusions from the research and results summary.
MillwardBrown Market Research Agency. August 2008.
https://gltoolkit.centraldesktop.com/community/av&ac=vr&recid=2899091)
Lithuania_survey_of_librarians_questionnaire. Public Access Computing. August, 2008.
(https://gltoolkit.centraldesktop.com/home/search?q=Lithuania_survey_of_librarians_que
stionnaire&q_at=0&st=s34327)
Maurice J. (Mitch) Freedman. Public libraries in Internet time. E-magazine of the US.
Department of State 3/2006.
(http://vietnamese.vietnam.usembassy.gov/doc_ej0306_iv.html)
One million hours with youth. 25/09/2007.
(http://www.baobinhduong.org.vn/detail.aspx?Item=30814)
Nguyen Phuc Chi. Successful application of CMC alternatives in educational materials
centers in Can Tho University. 2007
(http://vst.vista.gov.vn/home/database/an_pham_dien_tu/MagazineName.2004-0609.1932/2007/2007_00001/MItem.2007-02-12.0118/MArticle.2007-0212.0144/marticle_view)
Nguyen Thi Hanh. Library in digital environment. 2004.
(http://vst.vista.gov.vn/home/database/an_pham_dien_tu/MagazineName.2004-0609.1932/2004/2004_00001/MItem.2004-06-09.2257/MArticle.2004-0609.3902/marticle_view)
Patricia Oyler. The Global Library scene: Developing and sustaining Southeast Asian
Libraries: Keynote Speaker at The CONSAL 14 in Hanoi, 21-22 Apr. 2009
Public libraries opinion, use, needs: Rural population and library users survey: Key
findings. MillwardBrown Market Research Agency. August 2008.
(https://gltoolkit.centraldesktop.com/community/av&ac=vr&recid=2899093)
Cao Minh Kiem. Some thoughts on organization and activities related to library and
information in Vietnamese libraries in coming periods. 2008
(http://vst.vista.gov.vn/home/database/an_pham_dien_tu/MagazineName.2004-0609.1932/2008/2008_00001/MItem.2008-02-25.0121/MArticle.2008-0226.5443/marticle_view)
UNDP 2008. Human Development Report 2008.
50
51
ANNEXES
ANNEX 1: LIST OF SURVEY WORKERS
No,
Name
M Hong Hng
Nguyn Trng Lc
10
52
12
H Th Thu
Lm Vn Tuyn
Trng Th Thu
Trn Th Thanh Tm
9.
10.
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
Tr Vinh
1. District library of Tiu Cn
2. Hiu T Communal CPO (Tiu Cn)
3. Ph Cn Communal CPO (Tiu Cn)
4. District library of Cng Long
5. Phng Thnh Communal CPO (Cng Long)
6. Huyn Hi Communal CPO (Cng Long)
7. District library of Cu K.
8. Ho n Communal CPO (Cu K)
9. Ho Tn Communal CPO (Cu K).
10. Lng Ho A Communal CPO (Chu Thnh)
1. District library of Duyn Hi.
2. Hip Thnh Communal CPO (Duyn Hi)
3. Ng Lc Communal CPO (Duyn Hi)
4. Trng Long Ho Communal CPO (Duyn Hi).
5. Nh Trng Communal CPO (Cu ngang)
6. Kim Ho Communal CPO (Cu ngang)
7. Long Sn Communal CPO (Cu ngang)
8. Thun Ho Communal CPO (Cu ngang)
9. M Long Bc Communal CPO (Cu ngang)
10. Thnh Ho Sn Communal CPO (Cu ngang).
11. Ho Minh Communal CPO (Chu Thnh)
12. Ho Li Communal CPO (Chu Thnh)
13. Thanh M Communal CPO (Chu Thnh)
1. District library of Tr C.
2. An Quang Hu Communal CPO (Tr C)
3. n Xun Communal CPO (Tr C)
4. Ngc Bin Communal CPO (Tr C)
5. Long Hip Communal CPO (Tr C)
6. Kim Sn Communal CPO (Tr C).
53
II
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
54
III
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20
21
22
23
24
25
26
27
28
29
30
55
Library
school
Nghe An
Provincial Library
Library of
CPC of
Library of
Library of
CPC
Hospital
Communal CPO
District library
School
56
Ph Cn 7 km
Hiu T
5 km
CPO
Hospital
Library
CPC
School
Military unit
Tiu Cn
25 km
Duyn Hi
51km
TRAVINH
LIBRARY
Tr C
36 km
Note:
An Qung Hu
n Xun
Ngc Bin
Long Hip
Kim Sn
TT Tr C
9 km
19 km
4 km
1 km
9 km
0,5 km
Chu Thnh
7km
Cu K
45 km
Lng Ho A 3km
Ho Minh
23km
Ho Li
3km
Thanh M
8km
Cu Ngang
26 km
Ho n
5km
Ho Tn
10km
Cu K center 0,5km
M Long
9 km
Thch Ho Sn24km
Nh Trng 24km
Kim Ha
9km
Long Sn
9km
Thun Ho 9km
M Long Bc 4km
57
Communal CPO
im Mc 15km
Communal CPO
Bnh Thnh
15km
Communal CPO
Lc Ba 8km
Communal CPO
Vn Th 12km
TVHHoa
nh
Ho library
Dinh
district
50km
50 km
Communal CPO
Trng X 15km
Communal CPO
Cc -ng 15km
Communal CPO
Yn Ninh 15km
Communal CPO
Dn Tin 10km
Communal CPO
Trung L-ng 7km
Communal CPO
n L-ng 10km
Ph Yn
district 25km
i T district
hospital 0,5km
Communal CPO
Ho Bnh 12km
TVH
L-ng
PhuPh
Luong
district
20km
library
20 km
Communal CPO
Tc Tranh 8km
Communal CPO
Hp Tin 10km
Vo Nhai
TVH
district
V Nhai
library
40 40km
km
Communal CPO
Ho Th-ng 9km
CPC Sn Cm
10km
Communal Hong Vn Th
CPO H
school 8km
Th-ng
10km
Communal
CPO
Thai Nguyen
Tn C-ng 10km
TVH
H
Dongng
Hy district
library
5km5 km
Provincial Library
29, Bn T-ng, Thai
Nguyen city
Communal CPO
Bnh Sn 8km
Communal CPO
Phc Thun
15km
Library of
Sng Cng
town 20km
Communal CPO
Kha Sn 7km
Ph Bnh
district 25km
Ph Yn
district 26km
Communal CPO
Lu Th-ng 5km
Communal CPO
Khe Mo 10km
Communal CPO
D-ng Thnh
5km
Communal CPO
Tn Khnh 12km
H Ni 80km
58
61
62
Province/District
Nghe An province
Din Chu district
YnThnh district
Nam n district
Thanh Chng
district
Tng Dng district
K Sn district
Qu Phong district
Communal CPO
Number of PCs
2
1
6
1
10
3
3
3
29
CPO
CPO
CPO
CPO
CPO
CPO
CPO
1
1
1
3
9
1
1
i T district
CPO Vn Th
Sub-Total
18
12
CPO Huyn Hi
CPO Ng Lc
II
1
2
3
4
5
6
7
8
III
Cc ng
Lu Thng
Trung Lng
Tn Dng
Bnh Sn
Kha Sn
Phc Thun
2
3
Duyn Hi district
Cu K district
CPO Ha n
Tr C district
CPO An Qung Hu
Cu Ngang district
CPO
CPO
CPO
CPO
6
6
6
1
CPO Long Sn
CPO Lng Ha A
4
7
15
CPO Ha Minh
11
16
CPO Ha Li
17
CPO Thanh M
Sub-total
TOTAL
8
9
10
11
12
13
14
33
Tiu Cn district
Long Hip
Hiu T
Ph Cn
Thnh Ha Sn
7
108
155
64
No
CPO
1.
2.
3.
4.
5.
6.
Din Thnh
Din Vn
Nghi Hoa
Trung Thnh
Nam Anh
Thanh Dng
7.
ng Vn
8.
9.
10.
Vn Sn
Giang Sn
Commune
Phc Sn
Thch Sn
Mn Sn
Mu c
Tn Ph
K Tn
Lu Kiu
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
T C
Ty Hiu
ng Hiu
Chu Quang
Chu Lc
Chu Tin
Tin Phong
Mng Nc
TOTAL
Having
internet
District
Internet
Used for
services professional
work
Total
Server
Din Chu
Din Chu
Nghi Lc
Yn Thnh
Nam n
Thanh
Chng
Thanh
Chng
Lng
Lng
Anh Sn
1
0
0
1
1
1
0
0
0
0
0
0
2
0
0
1
6
1
2
0
0
1
6
1
10
10
0
0
0
0
0
0
0
0
0
0
0
0
Anh Sn
Con Cung
Con Cung
Tn K
Tn K
Tng
Dng
K Sn
TX Thi ho
TX Thi ho
Qu Hp
Qu Hp
Qu Chu
Qu Phong
Qu Phong
0
0
0
0
0
1
0
0
0
0
0
0
0
0
0
0
0
3
0
0
0
0
0
3
1
0
0
0
0
0
0
0
7
0
0
0
0
0
0
0
0
0
3
0
0
0
0
0
0
0
26
3
0
0
0
0
0
0
3
29
3
3
Connection
type
ADSL
ADSL
65
CPO
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
Dn Tin
Trng X
Cc ng
Lu Thng
Yn Ninh
n Lng
Tc Tranh
Ho Thng
Hp Tin
Khe Mo
Ho Bnh
Trung Lng
Tn Dng
Bnh Thnh
im Mc
Bnh Sn
Tn cng
18.
19.
20.
21.
22.
23.
24.
Kha Sn
Dng Thnh
Tn Khnh
Phc Thun
Vn Th
H Thng
Lc Ba
TOTAL
District
V Nhai
V Nhai
V Nhai
V Nhai
Ph Lng
Ph Lng
Ph Lng
ng H
ng H
ng H
ng H
nh Ho
nh Ho
nh Ho
nh Ho
Sng Cng
Thai Nguyen
City
Ph Bnh
Ph Bnh
Ph Bnh
Ph Yn
i T
i T
i T
Server
Internet
services
0
0
1
1
0
0
0
0
0
0
0
1
1
0
0
1
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
0
1
1
0
0
0
0
0
0
0
1
2
0
0
9
0
1
0
0
1
1
0
0
8
0
0
0
0
0
0
0
0
1
0
0
1
1
0
0
17
Havin
g
interne
t
Used for
profession
al work
Total
Connection
type
0
0
1
1
0
0
0
0
0
0
0
1
3
0
0
9
0
1
0
0
1
1
0
0
18
66
No
1.
2.
3.
4.
5.
6.
7.
8.
Communal CPO
Phng Thnh
Huyn Hi
Hip Thnh
Ng Lc
Trng Long
Ho n
Ho Tn
An Qung
Hu
9. n Xun
10.Ngc Bin
11.Long Hip
12.Kim Sn
13.Hiu T
14.Ph Cn
15.Thnh Ha
Sn
16.Nh Trng
17.Kim Ha
18.Long Sn
19.Thun Ha
20. M Long Bc
21.Lng Ha A
22.Ha Minh
23.Ha Li
24.Thanh M
TOTAL
District
Having
internet
Server
Internet
services
Used for
profession
al work
1
Cng Long
Cng Long
Duyn Hi
Duyn Hi
Duyn Hi
Cu K
Cu K
Tr C
1
1
1
1
1
1
0
1
1
1
1
1
1
1
0
1
10
5
5
5
7
5
0
5
Tr C
Tr C
Tr C
Tr C
Tiu Cn
Tiu Cn
Cu Ngang
0
1
1
0
1
1
0
0
1
1
0
1
1
0
0
3
5
0
5
5
0
Cu Ngang
Cu Ngang
Cu Ngang
Cu Ngang
Cu Ngang
Chu Thnh
Chu Thnh
Chu Thnh
Chu Thnh
0
0
1
0
0
1
1
1
1
16
0
0
1
0
0
1
1
1
1
16
0
0
3
0
0
6
10
5
6
90
Total
12
6
6
6
8
6
0
6
0
4
6
0
6
6
1
0
0
4
0
0
7
11
6
7
108
Connection
type
ADSL
ADSL
ADSL
ADSL
ADSL
ADSL
ADSL
67
I
1
2
3
4
5
6
II
7
8
9
10
11
12
13
14
15
16
17
18
19
20
III
21
22
23
24
25
IV
26
27
28
29
30
31
32
33
34
35
36
Nghe An province
Leaders of provincial/district
library
o Tam Tnh - Director of
provincial library
Nguyn Phi Cng - Director of
district library of Hng Nguyn
L Quang Chung - Director of
district library of Qu Chu
Nguyn Vn Mai -Director of
district library of Nam n
Nguyn Ngc Chu - Director of
district library of Qunh Lu
Nguyn Vn Lc - Director of
district library of Yn Thnh
Provincial library staff
Hong Th Hng
H Th Thu
Phan Th Hng
Nguyn Th Thu Nga
Trn Thi Kim Lin
Hong Th Thu Hoi
Nguyn Th Ho
Nguyn Th Ln
Lm Thu Nga
Nguyn Th T Anh
Nguyn Th Hi
L Th Kim Hoa
NguynTh Bch ngc
Nguyn Th H Phng
District library staff
Hong Th Mai
Mai Th Hng
H Th Thu
H Th Hng
Phm Th Bnh
Communal CPOs
Nguyn Th Linh
Hong Th Nhn
Cao Th Thu Ngn
Nguyn Th Chu
Nguyn Th Thng
Trn Th Nhung
Nguyn Th H
Lng Th Cn
Nguyn Th Hoi
Lng Thi Xoan
V Th Huyn
37
38
39
40
41
42
43
44
45
46
47
48
I
1
2
3
4
5
II
6
7
8
9
10
11
III
12
13
14
15
16
17
18
IV
19
20
21
22
23
L Th Hu
Nguyn Th Xoa
Thi Thi Lan
Kha Th n
Vi Vn Chnh
Trn Th Hoi
Trn Th Ngc
Trng Th Yn
L Th Thanh Huyn
Vi Th Hng
Trn Th Nh
L Th Hng
Thi Nguyn province
Leaders of Provincial/District
library
Dng Cng Nhun Director of
provincial library
Lc Vn Long- Director of
district library of ng H
ng Th Phng in charge of
town library of Sng Cng
o Th Liu- in charge of
district library of nh Ho
Trn c Tch, Director of Culture
Session of V Nhai district
Provincial library staff
Nguyn Th Dung
Phm B Khoa
Nng Vn Hng
L Th Mi
Nguyn Th Ni
Triu Th Tm
District library staff
L Kim Lan
Mai Th Ngc Hung
ng Th Thng
Nguyn Th Mi
o Th Liu
ng Th Thng
Trnh Th Hng
Communal CPOs
Hong Th Thm
B Th Lng
Ma VnTng
Lun Mnh Thn
TrngTh nh
68
24
25
26
27
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
I
1
2
3
4
5
6
II
7
8
9
10
11
12
13
14
15
16
17
18
Phan Th Hng
B Th Nga
Ph Th Thm
on Th Mai
Bi Th Kim Anh
Nguyn Th Chnh
Nguyn inh c
Nguyn Vn Hi
Nng Th Thm
Nng nh Hng
o Th Mai
Vng Tu Minh
Nguyn Th Oanh
Nguyn Th Yn
V Th Ly
V Th Lan Phng
L Vn S
Nguyn Th Nguyn
Trn Th Hng
Tra Vinh province
Leaders of Provincial/District
library
Nguyn Mai Lan Vice Director
of provincial library
Thch Sang , Vice Head of
Culture Session of Tr C district
Nguyn VnThng, Head of
Culture Session of Cng Long
district
Trng Th Thu, in charge of
district library of Duyn Hi
Hunh Hu Ngha, Vice Head of
Culture Session of Cu K
district
Nguyn Hong Sn, Vice Head
of Culture Session of Tiu Cn
district
Provincial library staff
Nguyn Th Phng
Trang Th M Dung
Nguyn Th Thu
L Hong Yn
Thc Th Ngc Lan
Trn Th Mi
Trm Th Ngoi
Lm Vn Thn
Nguyn Ngc Sng
Nguyn Thanh Phong
L Th Nam Phng
Lm Vn Tuyn
19
20
21
III
22
23
24
25
26
27
IV
28
29
30
31
32
33
34
35
36
37
38
39
40
41
42
43
44
45
46
47
48
49
L Vn H Bc
Nguyn Thnh Trung
Trng Vn Yn
District library staff
Th Hng Nhn
L Th B Nm
TrngTh Thu
L Th Thanh Loan
Trn Th ThanhTm
Thch Tranh
Communal CPOs
Nguyn Phng Ho
Nguyn Th Lm
Nguyn Th M Duyn
Nguyn Th Trc Linh
Ha Th Cm Nhung
Tin M Hnh
Trn Th Thu Kiu
Trn PhanThuy
Lm Th o
L Th Hng Cm
Khng Thy Khai
Huynh T. Diem Phng
Tn Th M Tin
Chu Th Cm Trn
Phan Th Hin
Phm Th ng
Cao Th Kim Cng
L Th M Tin
Phm Th Bch Thu
Nguyn Th Ngc Ngoan
Nguyn Th Bch Dung
Bi Th Nh
69
Total
Male
Female
Age
<30
I. Patrons
268
136
132
(100%)
(51%)
(49%)
144
120
141
35
( 54,5%)
(45,5%)
(53,4%)
(13,3)
1. Local people
104 (39%)
2. School students
86 (30%)
3.Colledge students
13 (5%)
4.Government officer
57 (21%)
5. Enterprise
owners
II. Potential patrons
31-40
170
40
(63,4%) (14,9%)
41-50
>50
20
(7,5%)
38
(14,2%)
33
55
8 (5%)
264 (100%)
1. Local people
145 (55%)
2. School students
61 (23%)
3.Colledge students
14 (5%)
4.Government officer
21 (8%)
5. Enterprise
owners
23 (9%)
(12,5%) (20,8%)
70
15 K Tn commune
I.12
16
I.13
17
I.14
18
Agro forestry
Agro forestry
19 ng Hiu commune
I.15 Qu Hp district
20 Chu Quang commune
21 Chu Lc commune
2 Trng X commune
3 Cc ng commune
4 Lu Thng commune
Commune Tn Dng
Commune Bnh Thnh
Commune im Mc
Sng Cng town
Commune Bnh Sn
Thi Nguyn city
Commune Tn Cng
20 Commune Tn Khnh
II.8 District Ph Yn
21 Commune Phc Thun
District i T
22 Commune Vn Th
23 Commune H Thng
24 Commune Lc Ba
III. Tra Vinh Province
Ha n
7 Ha Tn
III.4 District Tr C
1 Ph-ng Thch
2 Huyn Hi
III.2 District Duyn Hi
3
Hip Thnh
4 Ng Lc
5 Trng Long Ha
III.3 District Cu K
6
8 An Qung Hu
9 n Xun
10 Ngc Bin
11 Long Hip
12 Kim Sn
III.5 District Tiu Cn
13 Hiu T
14 Ph Cn
III.6 District Cu Ngang
15 Thnh Ha Sn
16 Nh Trng
17 Kim Ha
18 Long Sn
19 Thun Ha
Aquaculture raising
Agriculture: rice, farming plants, husbandry
23 Xa Ha Li
24 Xa Thanh M
20
III.7
21
22
M Long Bc
District Chu Thnh
Xa Lng Ha A
Xa Ha Minh
75
ANNEX 7: QUESTIONNAIRES
Total
Female
Male
turn/month
76
If the CPO has not had internet services yet, please answer question 13 to 14
If the CPO has provided internet services, please answer question 15 to 24
77
13. What do you think if your CPO is equipped with internet services?
Necessary
Not yet necessary
Not necessary
14. What does the library need to equip to set up internet services in the commune?
14.1. Needs on IT infrastructure?
- Number of computers for internet services:..unit
- Connection type
ADSL
Leased line
Dial up
- Area of internet room:m2
14.2. Requirements for training on IT for staff to manage the internet room?
- Number of staff to be trained:...........................
staff
4
5
6
10
7
8
9
11
12
13
14
15
16
Sufficient
3
78
turn/month
20. Which approach from the followings has been used to encourage patrons in using the
librarys internet service?
1. Leaflet
2. Poster
3. Advertisement
4. Opened bazar
5. Workshop
6. Competition
7. Training
8. Pilot model
9. Others (please list out here)
1
2
3
4
5
6
7
8
9
21. Please indicate 3 issues which show the contribution of internet service to the local
area.
Issues
Trainings
When
Duration
(Number of days)
Organizer
1
2
23. Which skills/knowledge need to be equipped for library staff to attract users in using
internet services and improve quality of the service?
1.
General knowledge on IT
2.
3.
4.
5.
6.
7.
8.
9.
10.
10
11.
24. Has the library received publications provided by the Asia Foundation?
Yes
No
80
24.1. How many publication has the library received from the Asia Foundation?....
24.2. Who are patrons of the publications provided by the Asia Foundation?
24.3 Please share the effectiveness in having publication provided by the Asia
Foundation in supporting work/jobs/ education / study / and daily life of
patrons?.......................................................................................................................
24.4. What is expectation from the library and patrons to strengthen the
Publications for the Asia Programme?..................................................................
Date (dd/mm/yyyy)..
On behalf of the library
81
SAMPLE 2
QUESTIONAIRE ON INDIVIDUAL CAPACITY
................................................................Female
Male
2. Age:
......................
3. Library: ...........................................................................................................
4. Number of years working as librarian:
5. Highest qualification:
Master
Graduate (college)
High/vocational school
Others:.
Specify the major....
6. Please list out your main tasks and self evaluate the competent level you have gained in
your work by circling appropriate figures
No
1.
Competent
level
1 2 3 4 5
1.
1 2 3 4 5
1.
1 2 3 4 5
Note
1.
2.
3.
4.
5.
Very weak
Weak
Average
Good
Very good
82
7. Please self evaluate your IT knowledge and skills following 4 levels mentioned in the
below table?
Weak
Average
Good
Very
good
Create blog and join forum and social nets like Face
Book, MySpace, Yahoo, Tam tay ...
10
11
8. Please self evaluate on your knowledge, skills and attitude to support, guide and attract
patrons in using internet in your library?
3
4
5
Communication skill
Design and compile leaflets on the
librarys internet services
Weak
Average
Good
Very
good
83
Satisfied
Very
satisfied
Quantity of IT facilities
Quality of IT facilities
Quantity of software
Quality of software
Capacity of library staff in supporting
patrons in internet room
11. Do you think that the internet has changed lives of local people?
Yes
Please list out the changes?....................................................................................................
No
Why?.......................................................................................................................................
11. Please list out training on librarians skills which you have joined in recent 3 years?
No
Training
When
Duration
Organizer
1
2
84
12. What should librarian equip to improve service quality and attract patrons using
internet?
No
1.
General knowledge on IT
2.
3.
4.
5.
6.
7.
8.
9.
10.
10
11.
Date (dd/mm/yyyy)..
85
SAMPLE 3:
QUESTIONAIRE ON CULTURAL POST OFFICES CAPACITY
(For both Organization and Individual)
Fax:...............................
Total
Email:.
Female
Male
31-40
41 -50
>50
5. Qualification?
Graduate (college)
High/vocational school
Others (please list out)...
If the CPO has not had internet services yet, please answer question 10 to 12
If the CPO has provided internet services, please answer question 13 to 20
10. How many private internet points are there in the commune? ..points
11. What do you think if your CPO is equipped with internet services?
Necessary
Not yet necessary
Not necessary
12. What does the CPO need to equip to set up internet services in the commune?
12.1. Needs on IT infrastructure?
- Number of computers for internet services :..unit
- Connection type
ADSL
Leased line
Dial up
- Area of internet room:m2
87
12.2. Requirements for training on IT for staff to manage the internet room?
- Number of staff to be trained:...........................
staff
4
5
6
10
7
8
9
11
12
13
14
15
16
Sufficient
turn/month
88
17. Does the library have any activity to improve knowledge of following users groups in
recent 3 years? Please circle the appropriate figures.
Users groups
1. People with disabilities
2. Children
3. Women
4. General users
5. New-comer users
18. Which approach from the followings has been used to encourage patrons in using the
librarys internet services?
1. Leaflet
2. Poster
3. Advertisement
4. Opened bazar
5. Workshop
6. Competition
7. Training
8. Pilot model
9. Others (please list out here)
1
2
3
4
5
6
7
8
9
21. Please indicate 3 issues which show the contribution of internet service to the local
area.
Issues
89
................................................................
Female
Male
..
22. Age:
......................
From 1-2
COMMUNAL CPO :
years
From 3-5 years
More than 5 years
Graduate (college)
High/vocational school
Others:.
Specify the major....
25. Please list out your main tasks and self evaluate the competent level you have gained
in your work by circling appropriate figures
No
Competent
level
1 2 3 4 5
1 2 3 4 5
1 2 3 4 5
Note
1.
2.
3.
4.
5.
Very weak
Weak
Average
Good
Very good
26. Please self evaluate your IT knowledge and skills following 4 levels mentioned in the
below table?
Weak
Average
Good
Very
good
90
10
11
27. Please self evaluate on your knowledge, skills and attitude to support, guide and
attract patrons in using internet in the COMMUNAL CPO?
1
2
Communication skill
Design and compile leaflets on the
librarys internet services
Weak
Average
Good
Very
good
28. What do you think about the COMMUNAL CPO s internet services?
Not
satisfied
Satisfied
Very
satisfied
Quantity of IT facilities
Quality of IT facilities
Quantity of software
Quality of software
Capacity of library staff in supporting
patrons in internet room
91
29. Do you think that the internet has changed lives of local people?
Yes
Please list out the changes?....................................................................................................
No
Why?.......................................................................................................................................
30. Please list out training on librarians skills which you have joined in recent 3 years?
No
Training
When
Duration
Organizer
1
2
31. What should you like to equip to improve service quality and attract patrons using
internet?
No
1.
General knowledge on IT
2.
3.
4.
5.
6.
7.
8.
9.
10.
10
6.
Date (dd/mm/yyyy)..
Signature
92
Date
Location:
province/district/commune:
Name of interviewers:
1. Interviewees name: male
Female
Age................ Ethnic
groups.
2. Whats your job?
Government officers/staff
citizens (retired, housewife/
farmers/unemployed)
University/college students
Pupils
Business owners
1
2
3
4
5
3. Do you often read and borrow books and magazines in this library or CPO?
First time
Everyday
Several times a week
Once a week
Twice a week
Once a month
Rarely
1
2
3
4
5
6
7
4. How do you know about public library services at this library or CPO?
Via mass media
Through advertisement, marketing service of libraries
or CPO
Via Friends and colleagues
Passing by
Other (please specify).........................................
1
2
3
4
5
93
1
2
3
4
5
6. Do you borrow the books/documents from other places other then libraries?
Only at libraries
Other libraries/CPO
Friends
Community learning centers
Others (please specify)
1
2
3
4
7. The main reason that bring you to this library/CPO while you can go to the above
places? (for reading, borrowing books, or using multimedia)
Because there is no other place that have services like libraries
Because the service are free of charge here
Because there are many books and documents that I need
Because I can use multimedia facilities (e.g. DVD players)
Because librarians are enthusiastic and introduce new books,
magazines and documents
Because accessible roads to library
Because it is quite here
Others (please specify.
1
2
3
4
5
6
7
8
1
2
3
4
Very
pleased
1
1
1
1
1
Satisfactory So so
2
2
2
2
3
3
3
3
Not
Difficult
satisfactory to judge
4
5
4
5
4
5
4
5
4
9. How do you assess librarians in supporting you to look for or borrowing books and
documents magazines?
1
2
3
Very
good
1
1
Good
Average
bad
Very bad
2
2
3
3
4
4
5
5
94
10. Have you been used any of following services of libraries and CPOs?
Borrow books and magazines to read at home
Use reading rooms
Use multimedia equipment (DVD, video players)
1
2
3
11. Apart from the services that you have been used, when the library and CPO have
public internet services, what are services (listed below) that you want to use in this
library/CPO?
Borrowing books
Use reading rooms
Use multimedia equipment
Other available documents for reference from the libraries such as
new books, magazines, directories, update news and information
Looking for document at e-directories
Using online database
Use PCs, Internet, and database of the libraries
Participating free of charge training on PC and internet use
Play games online
Using PCs for ward processing
Printing, scanning and photocopying documents
Save information on file, CD, DVD, memory cards
Looking for documents via Internet
Difficult to say
1
2
3
4
5
6
7
8
9
10
11
12
13
14
yes
1
2
3
4
5
6
14. Can you say your main purposes of using internet during past years?
Necessary for work and study/learning
Contacting friends and families
Looking for necessary information related to socio-economic, cultural, and daily life .
To access information from the central and local levels
Look for information on employment and recruitment
Download PC software
Business online
Other (please specify)
1
2
3
4
5
6
7
8
95
15. Do you think that internet have brought changes for you, your families and social
changes in your locale? Can you assess level of impacts according to list provided below?
1
2
Strongly Improved
No
Negative
Very
Difficult
improved a little bit change impacts negative
to
impacts
assess
1
2
3
4
5
6
1
96
16. Do you want to improve your skills to sue PCs and internets at this library or CPO? If
yes, what are following skills that you want to improve?
General IT knowledge
Searching online information
Look up directory of libraries
Using online database
Others (please specify)
No needs
Difficult to say
(If the answer is no needs, skip the question 17)
17. What forms of training below you would select for yourselves?
1
2
3
4
5
6
7
1
2
3
4
5
6
7
18. Can you suggest some of alternatives to improve service provision of the library or
CPO? (in case respondents have capacity to use internet ask question 18.4)
18.1. On infrastructure: area, rooms, arrangements. Equipments, books, documents,
magazines (quantity and types)
18.2. Ways to organize library services and activities (diverse, opening hours, etc)
18.3. Librarians: quantity and quality (attitude, support and guidance capacity, Advocacy
skills for library activities.)
18.4. IT infrastructure : quantity and quality for PCs with internet connection for users,
speed, IT knowledge and skills of library and CPO staff
97
Sample 4.2
Date
Location:
province/district/commune:
Interviewer name :
Interviewer state the purposes of the interview.
1. Interviewee name: male
Female
age...............Ethnic
1
2
3
4
5
3. Do you often read and borrow books and magazines in this library or CPO?
First time
Everyday
Several times a week
Once a week
Twice a week
Once a month
Rarely
1
2
3
4
5
6
7
4. How do you know about public library services at this library or CPO?
Via mass media
Through advertisement, marketing service of libraries
or CPO
Via Friends and colleagues
Passing by
Other (please specify).........................................
1
2
3
4
5
1
2
3
4
5
98
1
2
3
4
5
6
7
8
7. The main reason that bring you to this library/CPO for internet access while you can go
to the above places? (for reading, borrowing books, or using multimedia)
Because there is no other place that have services like libraries
Because the service are free of charge here
Because there are many books and documents that I need
Because I can use multimedia facilities (e.g. DVD players)
Because librarians are enthusiastic and introduce new books,
magazines and documents
Because accessible roads to library
Because it is quite here
Others (please specify.
1
2
3
4
5
6
7
8
1
2
3
4
5
6
7
Very
pleased
1
1
1
Satisfactory So so
Not
Difficult
satisfactory to judge
4
5
4
5
4
5
2
2
2
3
3
3
9. Have you ever need support and guidance for librarians or CPO staff on PC use and
internet use?
No
yes
(If no, skips question 10)
99
10. How do you assess staff in providing support and guidance for PC and internet use?
1
2
3
Library knowledge on PC
Skills to support users
Attitude of librarians
Very
good
1
1
1
Good
So so
Weak
Very weak
2
2
2
3
3
3
4
4
4
5
5
5
Q. 11.
Have used
1
2
3
4
Q. 12.
Want to use
1
2
3
4
5
6
7
5
6
7
8
9
10
11
12
13
14
8
9
10
11
12
13
14
13. Have you been used internet for what purpose in the past years?
(both at libraries and other places)
For work and study
Contacting friends and families
Searching information on economics, social, health, culture, banking and related to
your locales...
Access information from the central and local level
Searching information on employment
Download computer software
Online business
Other (please specify
1
2
3
4
5
6
7
8
100
14. Do you think that internet have brought changes for you, your families and social
changes in your locale? Can you assess level of impacts according to list provided below?
1
2
Strongly Improved
No
Negative
Very
Difficult
improved a little bit change impacts negative
to
impacts
assess
1
2
3
4
5
6
1
101
15. Do you want to improve your skills to use PCs and internets at this library or CPO? If
yes, what are following skills that you want to improve?
General IT knowledge
Searching online information
Look up directory of libraries
Using online database
Others (please specify)
No needs
Difficult to say
(If the answer is no needs, skip the question 16)
1
2
3
4
5
6
7
16. What forms of training below you would select for yourselves?
Instruction from librarians
Training courses (theory and practices)
Printed materials
E-documents available at libraries (CD)
Guidance from Website of the libraries
All above forms
Difficult to say
1
2
3
4
5
6
7
17. Can you suggest some of alternatives to improve service provision of the library or
CPO? (in case respondents have capacity to use internet ask question 18.4)
17.1. On infrastructure: area, rooms, arrangements. Equipments, books, documents,
magazines (quantity and types)
17.2. Ways to organize library services and activities (diverse, opening hours, etc)
17.3. Librarians: quantity and quality (attitude, support and guidance capacity, Advocacy
skills for library activities.)
17.4. IT infrastructure : quantity and quality for PCs with internet connection for users,
speed, IT knowledge and skills of library and CPO staff
102
Sample 5:
Date
Location:
province/district/commune:
Interviewer name :
Interviewer state the purposes of the interview.
1. Interviewee name: male
Female
age................ Ethnic
1
2
3
4
5
Yes
From
Mass media
Difficult to say
Difficult to say
103
5. Where have you been borrowed books/ magazines and used multimedia and use
internet access services?
Never
At home
Other library and CPO
At work (office or schools)
Friends
Community learning centers
Internet cafe
Others (specify)
Reading and
borrowing books
1
2
3
4
5
6
Internet
1
2
3
4
5
6
7
Internet services
Not available
Skills of staff are weak and so can not provide guidance and support
10
11
104
7. Have you been used internet for what purposes in the past years?
(only used for user who used internet services in other places)
For work and study
Contacting friends and families
Searching information on economics, social, health, culture, banking and related to
your locales...
Access information from the central and local level
Searching information on employment
Download computer software
Online business
Other (please specify
1
2
3
4
5
6
7
8
8. When you know that this library and CPO have internet services, do you want to use?
Yes
No
Why not?
........................................................................................................................................................................
No need
Difficult to say
105
Printed materials
Difficult to say
106
Sample 6:
Interview Sheet for the Public Libraries/Cultural Post Offices (CPOs)
(For those without Internet connection yet)
Date
Location: province/ district/commune
Name of interviewers:
I/ Organizational information:
Interviewee: .Title.
1. Could you please name some key economic drives of the
province/district/commune?
2. As a provincial/district/commune library, have you got any plan to support the
and internet services. Please name some advantages and disadvantages in providing
services to local citizens.
107
Name
Note
1
2
3
4
5
Appropriate
or
not,
and
why?.
2.2. Salary, benefits, and bonus?
2.3. Capacity building opportunities? (Cultural post office already answered in
previous part)
3. Do you have any difficulties in fulfilling your assignments?
3.1. Individual capacity in serving users library professions, communication
skills (Cultural post office already answered in previous part)
3.2. Material facilities (quantity and categories of books, newspapers, magazines,
audiovisual equipment, rooms, tables, and chairs for users, etc.)? (Cultural post
office already answered in previous part)
3.3. Users? (demand, feeling, manners and customs, etc.)
4. Could you please share some personal experiences as a librarian?
5. Besides current services, in the upcoming time the library/post office will provide
internet services for local people. Do you have any suggestions on:
5.1. Rooms, tables and chairs, other facilities
5.2. Training computer/Internet skills for users?
5.3. Internet services usage and management system?
5.4. Salary, compensation, contract for librarian/post office staff when Internet
services are provided?
6. How would you like your computer and user-serving skills be built (as suggested in
1
2
3
4
108
5
6
skills and user-serving skills (library and Internet services inclusive), do you have any
suggestions for those training courses?
7.1. Time and venue (days/times of full-time training)? What time in week, month,
year is most suitable?
7.2. What place is most suitable for training?(at district? Or province?.........?)
7.3. Trainer? Training center?
7.4. Others?
109
SAMPLE 7:
Interview Sheet for the Public Libraries/Cultural Post Offices (CPOs)
(For those with Internet connection already)
Date
Location: province/ district/commune
Name of interviewers:
I/ Organizational information:
Interviewee: .Title.
1. Could you please name some key economic drives of the province/district/commune?
2. As a provincial/district/commune library, have you got any plan to support the local
government successfully implement the mentioned key economic drives?
3. Please name the advantages and disadvantages in developing the library in recent years
(financial resources, material facilities including the information infrastructure,
human resources both in quality and quantity, and staff encouragement system
including salary, benefits, and further educational opportunities, etc.)
4. As the leader of the library, please kindly provide comments on the following:
4.1. Whether quantity and categories of books, newspapers, magazines, and
audiovisual equipments meet library users demand?
4.2 Quantity/Quality of computers at computer/Internet services room?
4.3 Rooms, tables, chairs, and other facilities?
4.4 Whether quantity and professional capacity of staff at the multi-facility room meet
the users demand? In case this staff is on leave, is there anybody to replace or the
room is closed? Why? Is there a lack of staff with IT skills?............
4.5 Serving behavior of staff in charge of the computer-Internet services room?
4.6 Capacity building in general for staff of library/cultural post office and IT training
for librarians (self-education, self training through internal experience sharing,
sending staff to training courses, and annual budget for professional training)?
4.7 Training, guiding, and consulting activities for users generally and Internet users
particularly?
4.8 Whether there are IT manuals for library staff and users? If yes, what are they?
Are they enough and suitable? Do they need to be edited?
4.9 Propaganda and advertisement methods to attract users to the library/cultural post
office in general and computer/Internet services in particular
(leaflets, posters, advertisements, open festivals, workshops, competitions, training
courses, etc.)?
5. In the upcoming time, the library/cultural post office will be equipped with more
desktops with Internet connection. Please name some advantages and disadvantages in
providing services to local people.
110
Note
1
2
3
4
5
2. Are you satisfied with your current job/assignments?
2.1.
Appropriate
or
not,
and
why?.
2.2. Salary, benefits, and bonus? (Cultural post office already answered in
previous part)
2.3. Capacity building opportunities? (Cultural post office already answered in
previous part)
3. Do you have any difficulties in fulfilling your assignments?
3.1. Individual capacity in serving users in general and Internet users in particular
library professions, communication skills (Cultural post office already answered
in previous part)
3.2. Material facilities? (Cultural post office already answered in previous part)
3.3. Users? (demand, feeling, manners and customs, etc.)
4. Could you please share some personal experiences as a staff in charge of the
computer/Internet room?
5. As a staff in charge of the computer/Internet room, have you received any professional
assistance? From where, if yes? (from consultation with IT person of the Center?
Manual? User guidelines? from .. ? or no assistance at all?)
6. The library/CPO currently has Internet services, in the upcoming time the library/CPO
will be equipped with more desktops with Internet connection. Do you have any
suggestions on:
6.1. Rooms, tables and chairs, other facilities
6.2. Training computer/Internet skills for users?
6.3. Internet services usage and management system?
6.4. Salary, compensation, contract for staff in charge of the computer/Internet room?
111
7. You have participated in training courses on IT. Could you please explain how useful
are those training courses for your current job/assignment?
8. You have said you would like to enhance your computer and user-serving skills (as
suggested in the questionnaire)? Please choose training methods from the following:
Consultation with IT persons from training centers
Participation in training courses (theory and practice on desktops
incorporated)
Printed manuals
Electronic manuals available in the library (CD)
Workshops for experience sharing
A combination of all the above
1
2
3
4
5
6
skills and user-serving skills, do you have any suggestions for those training courses?
9.1. Time and venue (days/times of full-time training)? What time in week, month,
year is most suitable?
9.2. What place is most suitable for training?(at district? Or province?.........?)
9.3. Trainer? Training center?
9.4. Others?
112