Faculty of Information Management

MARA University of Technology

Diploma in Information Management

IMD 352: MANAGEMENT OF INFORMATION AGENCIES

TITLE:
(PSZ UTM REFERENCE DESK)

Prepared by: ISD6E2

ABDUL RAHIM BIN AHMAD - 2007113903

ABDUL WAFI BIN JAFFAR - 2007113957
MUHAMMAD IZUDDIN BIN MANSOR – 2007113979
HANAFI BIN HAMDAN - 2007113977

Prepared for:

CIK. RABIATUL ADAWIYAH BINTI KAMARUDZAMAN

Date of submission:
15 OCTOBER 2010
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REPORT: PSZ UTM REFERENCE DESK

PREPARED BY:
ABDUL RAHIM BIN AHMAD 2007113903
ABDUL WAFI BIN JAFFAR 2007113957
MUHAMMAD IZUDDIN BIN MANSOR 2007113979
HANAFI BIN HAMDAN 2007113977

SUBMISSION DATE:
15 OKTOBER 2010

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ACKNOWLEDGEMENT

Firstly, we would like to special thanks to Allah S.W.T because give our healthy to finish

this report. Not forgot also special thanks and deepest appreciation to our lecture Cik. Rabiatul

Adawiyah Binti Kamarudzaman for her encouragement, advice and guidance during the

completion of this report 352.

We also like to express our gratitude to our family, friends, and seniors who had

participated directly or indirectly in assuring the completion of this report.

Last but not least, thank you to everybody who always supports our group.

THANK YOU.

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TABLE OF CONTENT

TOPIC PAGE
Background Perpustakaan Sultanah Zanariah 5-6
Organization chart PSZ 7
Introduction 8-9
Online Reference Desk 10
Effective Reference Desk in term of
• Library
11
• Satisfaction of user
• Relevance of the question
Recent Ask Question 12
Comparison PSZ and SBL 13
Reference 14
Appendices 15

BACKGROUND OF PERPUSTAKAAN SULTANAH ZANARIAH

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Perpustakaan Sultanah Zanariah (PSZ) is the main information center for University
Teknologi Malaysia and the surrounding local community. Its opening on the 3rd. of February
1991 officiated by Her Majesty Sultanah Zanariah, the Sultanah of the state of Johor. The main
library is situated in Skudai, Johor with a branch campus at Jalan Semarak, Kuala Lumpur.

From its beginning as Technical College, the library started with a collection of 15,000
titles of books and 80 journal titles. Since then, then library’s development has been very
encouraging with expansion of its physical space, collection and services. To date the library’s
collection has reached nearly half a million copies which includes book, journal, audio-visual
and computer material and has seating capacity for 3,422 readers.

Most of the library’s operations and services are handled by the library’s computerized
system. Information searching of the library’s holdings can be achieved through its INFOLAN2
system via OPAC terminals located at all levels in the library.

This is the operation time in Perpustakaan Sultanah Zanariah:

DAYS DURING SEMESTER

MONDAY
8.00am - 10.30pm
-THURSDAYS
8.00am - 12.15pm
FRIDAYS
2.45pm - 10.30pm
SATURDAYS 8.00am - 4.30pm
SUNDAYS 8.00am - 4.30pm
PUBLIC
CLOSED
HOLIDAYS

MISSIONS AND GOALS

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Vision Statement

• To be the knowledge centre of excellence in science and technology

Mission Statement

• To contribute to the enhancement of knowledge through easy access, dissemination and

sharing of resources in science and technology

Objectives

• To provide information based services for its users

• To manage information in line with the learning, teaching, research, consultancy, and
publication of the university

• To promote information services to UTM's internal and external community

• To nurture a knowledge-based culture and towards excellence mindset amongst UTM's

internal and external community

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ORANIZATIONAL CHART

Source: http://portal.psz.utm.my/psz/

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INTRODUCTION

Information services division serves as a department that provides facilities and provides
services required by users. To ensure that facilities and services meet the needs of the various
efforts were undertaken to determine the effectiveness of services and improve the quality of
services provided. In the Reference desk in PSZ, which called the reference desk is Research
Support Consultant

Objective of Reference desk in PSZ

a) Ensure that all the feedback received from customers taken within the stipulated time.
b) Ensure that the information provided is accurate, current, clear, and complete, meet
customer requirements.
c) Ensure that customers always get access to information from various electronic resources
available
d) Ensure that information on library of Sultanah Zanariah services and the latest
developments communicated to customers through continuous communication channels.
e) Provide consulting services to user in the reference help to get information and use the
library effectively

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Services provided in Reference desk in PSZ

a) Direction to library material

b) Assistance to users in searching for information and references.
c) Guidance on the use of library system.
d) Advice on library collections and reference materials.

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ONLINE REFERENCE DESK

Facilitates the interaction between library patrons and a virtual reference desk. It offers digital
interaction with the reference desk staff in a paperless environment. Perpustakaan Sultanah
Zanariah’s staffs will make every effort to provide you with library services that meet your
needs. As with on-campus students, we expect distance students to develop their own skills in
accessing and searching the Libraries' resources. These skills will give you access to the widest
possible range of information resources and services and help you to become a more effective
learner.

1. Ask the Librarian

Ask the librarian provides free quick reference service and the basic answers to brief factual
questions. This electronic reference service is maintained by Information Services Department
staff and we will endeavor to give you a response within three working days (except on
weekends and holidays). Our goal is to assist you in developing effective search strategies and
locating useful materials and information. This service is not designed to answer questions that
require extensive research.

2. FAQ

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The FAQ database contains answers to questions we are frequently asked at the PSZ Library
from Ask the Librarian module. Should you have any questions about Perpustakaan Sultanah
Zanariah in general, do not hesitate to send your enquiry through Ask the Librarian module or
contact the Library staff at any service desk.

EFFECTIVE REFERENCE DESK IN TERM OF

Librarian
• Make sure the librarian have a skill, good communication and ensure the entire
question that user asked can be answered well and fast. In the PSZ library, the
librarians who in charge in reference desk have an experience and skill to answer the
question. This proved when we ask some question to the librarian and they answer the
question we given fast and well.

Satisfaction of User
• Most of the user satisfied with the services in the reference desk and providing good
service to the user. We can know it from the feedback form where the user praised the
service in reference desk. The librarian in charge in reference desk guides and helps
the user to find the material or information well and fast.

Relevance of the questions

• Most of the question the user asks to the librarian is a relevance related to the library
material and information. Most of the users ask the question about how to use the
database and how to find the database in the website.

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RECENT ASK QUESTION

There are some question that user ask to the librarian in the reference desk:

1) How many copies of a thesis are required for the Library?

Answer 1: One for a masters and PhD thesis.

2) How do I cite a website in my research paper bibliography?

Answer 1: Many people want to know how to cite information that they find on the Internet in
school papers, theses, reports, etc. There is no definitive answer, but many people have made
suggestions. Here are some places to go for recommended electronic information citation guides.
http://www.apa.org/journals/webref.html.

3) Bagaimana mendapatkan kertas soalan peperiksaan?

Answer 3 : Kertas soalan peperiksaan boleh didapati dalam 2 versi iaitu : a. Versi teks –
Rak rujukan am di Aras 4. b. Versi elektronik – Melalui laman web PSZ di pangkalan data
MISI.

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COMPARISON REFERENCE DESK PSZ UTM BETWEEN SULTANAH

BAHIYAH LIBRARY UUM

Name
• The reference desk in the Perpustakaan Sultanah Zanariah UTM called Research
Support Consultant while Sultanah Bahiyah library UUM called Information Desk.

Services
• Services provided at PSZ UTM is direction to library material, Assistance to users in
searching for information and references, Guidance on the use of library system,
Advice on library collections and reference materials. In the SBL UUM, the services
that the provided is In Person Consultation, Reference & Information, User Education
Sessions, Helpful Library Guide & User Tips, Research Information Service, General
Queries.

User
• Some of the question asked in the PSZ reference desk is the student, staff, lecturers in
the UTM while student, lecturer and staff who study, lecture and work in the UUM
are the most users to ask the question to the Information Desk.

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REFERENCE

• Perpustakaan Sultanah Zanariah (PSZ) UTM Skudai. (2010). Retrieved

October 11, 2010, from the World Wide Web : < http://portal.psz.utm.my/psz/>

• Reference enquiry Perpustakaan Sultanah Zanariah (PSZ) UTM Skudai. (2010).

Retrieved October 11, 2010, from the World Wide Web : <
http://portal.psz.utm.my/psz/index.php?
option=com_content&view=article&id=349:reference-enquiry-
2&catid=131:reference-enquiries&Itemid=93>

• Perpustakaan Sultanah Bahiyah UUM. (2010). Retrieved October 11, 2010,

from the World Wide Web : http://cmslib.uum.edu.my/new/>

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APPENDICES

Reference sources that librarian use to Place that user ask the question
Help user to find Information needed

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Statistical consulting service reference form

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