METROPOLITAN LIBRARIES SECTION of IFLA (Formerly

METROPOLITAN LIBRARIES SECTION of IFLA (formerly INTAMEL) — Conference 2004 “Library as a Fusion Space: Possibilities and Opportunities” 26 September – 1 October 2004, Singapore

The Changing Times: how the Hong Kong Public Libraries evolved to meet the information needs of the 21st Century

Terry Lee Chief Librarian, Hong Kong Public Libraries, Hong Kong

Abstract

Hong Kong Public Libraries’ aim is “to provide the public with free library and information services in order to meet the community’s growing needs for information, lifelong learning, cultural enrichment and recreation”.

There have been many significant developments within Hong Kong Public Libraries since the first library was established in Hong Kong in 1962. The traditional role of public libraries in Hong Kong was to provide the public with books for home-borrowing and non-printed materials. As more public libraries were built in the 1970s and 1980s, more emphasis was placed on reference and information services and the provision of spaces for reading and studying, particularly for students who faced cramped conditions in schools or at homes. Library Extension activities also form an integral part of library services.

Whilst many of these traditional functions are still apparent in Hong Kong Public Libraries today, it is notable that many changes have taken place. For instance, Hong Kong Public Libraries have been computerized since 1992 and technology now plays an important role in delivery of services. The library automation system, which currently supports some 1,500 terminals and handles over 60 million transactions a year is one of the world’s largest computerization installations with Chinese and English capability. It provides 24-hour daily Internet library services for readers to search library holdings, renew their borrowed items, reserve library materials and to read e-books.

The opening of the Hong Kong Central Library in May 2001 also marks an important milestone in local public library services, particularly with the

1 introduction of the Multimedia Information System (MMIS) which provides access to a wide range of video and audio programmes and digitized materials. In addition, multimedia computers are provided in all libraries for public use and there are also Computer Information Centres (CIC) in every major and district library.

Major efforts have also been made by the libraries in support of lifelong learning, promotion of reading and literary arts.

Public libraries also serve the individual needs of different age groups. Currently librarians are trained in customer services and how to deal with a wide variety of user needs. This again is a factor that would support the role of a public librarian and the physical building that electronic resources could not entirely replace.

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INTRODUCTION

There have been many significant developments within the Hong Kong Public Libraries (HKPL) since the establishment of the first library in Hong Kong in 1962 serving the then population of 3.4 million1. With the projected population growth to 7.5 million2 in 2010, the role of HKPL has branched out from the traditional role of public libraries in providing the public with books for home-reading, to the provision of diversified library and information services to meet the community’s information needs through application of modern age technology.

BACKGROUND

Before 2000, public libraries were operated by the two Municipal Councils, the Regional Council and the Urban Council, serving the rural and urban areas of Hong Kong respectively. In 2000, the two Councils were dissolved and responsibility of the public libraries was passed to a newly formed government department — the Leisure and Cultural Services Department (LCSD) — and this paper is focused on the developments of HKPL since the setting up of the LCSD.

The merging of the two public library systems has provided a timely opportunity for effective deployment of resources for public library services in Hong Kong. The opening of the Central Library in 2001 had led to the rapid growth in library collection. The library stock has increased by 32.1% from

1 Hong Kong: report for the year 1963. Hong Kong: Government Press, 1964. 2 Projections of population distribution 2003-2012. Hong Kong: Planning Department, 2003. 2 7.84 million items (1.14 items per capita) in 1999 to the current 10.34 million items (1.5 items per capita). In parallel, the number of items on loan has also soared to a record high of 59.59 million items in 2003/04, representing an increase of 83.7% over that of 1999.

STRATEGIES IMPLEMENTED

To meet the needs of the growing population, strategic plans were implemented for the renovation of the existing libraries, building of more new libraries, further development of library stock, enhancement of existing library services and the use of information technology (IT). Continual efforts have also been made to encourage readers’ use of library services and facilities through creative users’ education and reading programmes.

MAJOR PROGRAMMES AND INITIATIVES

1. Renovation and building of new libraries

Since January 2000, the LCSD has opened the Hong Kong Central Library, a library of 33,000m2 serving as the main information centre of the library system, 2 district libraries, 2 small libraries and relocated 2 district libraries to larger premises. The new libraries put more emphasis on reference and information services and the provision of spacious and pleasant environment for research and reading purpose, particularly for students who face cramped conditions in schools or at homes. Comfortable seating for reading is also a main feature of these new libraries. To encourage the search of information through application of IT, standalone multimedia workstations and Computer & Information Centres are also provided in all major libraries and most district libraries.

At present, the LCSD operates a total of 71 public libraries including 8 mobile libraries and plans are in hand to open another 2 district libraries, 2 small libraries and 1 mobile library in the next 2 years.

Since 2000, HKPL has also been actively involved in a Renovation Project to refurbish libraries with over ten years of service. The Project covering some 20 libraries is expected to be completed by 2008.

The existing eight mobile libraries have also gone through a facelift to take on a new exterior design and the application of modern technology has enabled the mobile libraries to be connected to the library automation system through mobile network to provide online charging and discharging of library materials, as well as public access to the library catalogue.

2. Reference and Information Services

HKPL has made the following provisions to enhance its reference and information services:

3 Reference services in the Central and major libraries

Reference and information services are provided at the Central Library and the five major libraries – the City Hall, Kowloon, Sha Tin, Tsuen Wan and Tuen Mun public libraries. The Reference Library in the Hong Kong Central Library has six subject departments, an Arts Resource Centre, Hong Kong Literature Room, Map Library, Language Learning Centre, Young Adult Library and a Toy Library. It features a comprehensive collection of electronic materials to include electronic books, electronic journals, CD-ROMs, online databases and multi-media programmes, all of which are available for online access by the public. The number of reference enquiries handled by the library system has increased by 24.4% over the past three years.

Business and Industry Library in City Hall Public Library

The City Hall Reference Library has been renovated and developed into a Business and Industry Library.

Artwork on loan

An ‘Artwork on Loan’ scheme has been launched jointly with the Hong Kong Arts Development Council since August 2003. Under the Scheme, each reader and institution can borrow a maximum of two to five pieces of artwork respectively for a loan period of 30 days from the Arts Resources Centre of the Hong Kong Central Library. The artworks being reproductions of the works of local artists are provided by the Arts Development Council. Creativity and Innovation Resource Centre

In November 2003, a Creativity and Innovation Resource Centre was set up in the City Hall Public Library under a joint project with the Creative Initiatives Foundation. The Centre aims to strengthen education in innovative and creative thinking and foster a deeper understanding of the potential of creativity, thereby enriching the creative culture in Hong Kong. Internet Reference Enquiry Service

HKPL has just launched an Internet Reference Enquiry Service enabling the public to submit their reference enquiries through Internet. Reply to requests for simple and factual information obtainable from published sources or Websites would be provided within two working days. For those that require lengthy research, suggested sources would be provided within ten working days.

Basic Law Library

In April 2003, the Department signed an updated Memorandum of Understanding (MOU) with the Basic Law Institute to set up of a Basic Law Library at the City Hall Public Library. The Library is scheduled for opening in October 2004. In addition to materials relating to the Basic Law of the Hong Kong Special Administrative Region, the library will provide over 8,000

4 volumes of books and periodicals, Internet and Online Database workstations, CD-ROM workstation, Multimedia Information System workstation and Online Public Access Catalogue terminal. Education Resource Centre

Plans are in hand to set up an Education Resource Centre at the Kowloon Public Library.

3. Enhanced use of information technology

Library Automation System

A new library automation system was installed by HKPL in 2001. The system has greatly enhanced the efficiency in service delivery of the library system. The library automation system currently handles over 60 million loans transactions per year and is one of the largest library computerized system with the English and Chinese capabilities.

Computer & Information Centre

Computer & Information Centres (CIC) for promoting computer literacy and bridging the digital divide are provided in the Central Library, all major libraries and most district libraries. The CICs, each with an average of 20 sets of networked microcomputers, provide the public with free access to Internet and commonly used application software.

24 hours Internet services

HKPL now provides 24-hour Internet library services for online searching, reservation and renewal of library materials. In 2003, over 14 million items of library materials were renewed through the Internet and Telephone Renewal Services. Furthermore, readers are now also able to read the HKPL e-book collection online. With the growing popularity of on-line public library services, the Hong Kong Public Libraries homepage (www.hkpl.gov.hk) was ranked fifth among the popular websites in Hong Kong in 2003. e-Newsletter

To provide the public with speedy access to library news with a view to promote library services and facilities, an e-Newsletter of the Hong Kong Public Libraries was introduced. The electronic version of the Newsletter is now available for subscription through online registration.

Self service terminals

Self-service terminals have been installed in 26 libraries and plans are in hand to install self-service terminals in the remaining libraries within this year to encourage self-service in the libraries.

5 Multimedia Information System

The opening of the Hong Kong Central Library in May 2001 also marks an important milestone in local public library services, particularly with the introduction of the Multimedia Information System which provides access to over 100,000 audio and video items and over 2 million images of old Hong Kong newspapers, maps, Hong Kong art and artist clippings, photographs, manuscripts and so on. Remote access to the system is now extended to 26 major and district libraries in the territory and the service is also available through the Internet.

In April 2003, the system has been included in the Archives Portal of the United Nations Educational, Scientific and Cultural Organization (UNESCO), a website where archivists and researchers may study the history and culture of different nations. It has also won the award for the Best of E-Government and Services Award at the 2002 Asia Pacific Information and Communication Technology Awards (APICTA) in Malaysia.

Use of Smart ID Card as Library Card

In parallel with the launching of the new Hong Kong Special Administration Region (HKSAR) Smart ID Card in June 2003, HKPL has provided Hong Kong citizens with an option to use their Smart ID Cards as library cards to borrow, renew and reserve library materials. In addition, computer terminals with Internet access were installed with e-Cert compatible Smart Card readers to promote wider use of information technology and electronic services among the public.

E-mail Notification

In December 2003, email notification service was introduced to enable registered readers to receive overdue and reservation notices through email, thereby enhancing service efficiency and economy of paper.

4. Support of lifelong learning

Library Cards for All School Children Scheme

To encourage students to make good use of library services, the HKPL and the Education and Manpower Bureau (EMB) which is responsible for the formulation of education policies and oversees the implementation of education programmes in Hong Kong, have jointly launched the “Library Cards for All School Children Scheme” in January 2003 to provide group registration for library cards for primary school students.

Project Yi Jin

Project Yi Jin offered by the EMB is designed to offer continuing education for secondary school graduates or adults over 21 with the intention of continuing education. HKPL supports the project by including the course

6 materials of Project Yi Jin in the Quick Reference Section of district libraries and Reference Library in the Central and major libraries for students’ reference.

Open University Collection

Complete sets of course materials of The Open University of Hong Kong are currently stocked in 15 public libraries providing the public with convenient access to the course materials.

Collaborate with professional organizations in book selection

To strengthen the library collection to meet readers’ needs, HKPL has since 2002 collaborated with professional bodies and academic organizations by inviting them to make recommendations on library materials for purchase to enrich the library collection.

5. User education programmes

User education sessions such as teaching the public how to search on the use of Online Public Access Catalogue, various online databases, CD-ROMs, MMIS and the Internet are held regularly in the libraries to promote better use of library services and facilities.

6. Outreach programmes

Outreach programmes form an indispensable part of library services. Educational and recreational programmes like children's hours, book displays and exhibitions, thematic talks, seminars, interest clubs and group visits are organized throughout the year. In 2003, the libraries organized a total of 15,248 library outreach programmes attracting an attendance of 16,044,363.

Promotion of Reading

Year-round reading programmes specially designed for children and teenagers are met with enthusiastic response. A variety of reading-related activities such as “Meet the Author” sessions and large scale summer reading programmes are regularly organized to promote reading.

Ten Recommended Good Books

The “Ten Recommended Good Books” programme is jointly held with Radio Television Hong Kong for the 11th year. In the programme, celebrities from different walks of life were invited to share their reading experience with readers in person as well as through radio programmes produced specially for the event. Quizzes and traveling exhibitions were held in conjunction to promote the activity.

7 Book Donation and Sale Campaign

The Book Donation and Sale Campaign to encourage the sharing of books and support recycling has turned out to be a welcomed annual event. Book donations from the public were collected and resold for charity. In February 2004, 162,000 volumes were sold in two days, raising $810,000 for the Community Chest, a charity organization in Hong Kong.

Promotion of Literary Arts

The public libraries also play an active role in promoting literary arts. Special programmes and territory-wide competitions are regularly held with an aim to promote creative writing, appreciation and development of literary arts. Major events include the Awards for Creative Writing in Chinese, Chinese Poetry Writing Competition, Competition on Story Writing in Chinese for Students, Hong Kong Biennial Awards for Chinese Literature, and the biennial Hong Kong Literature Festival which was jointly organized with the Hong Kong Arts Development Council. The winning entries in the competitions have been published by the HKPL and, so far, 102 titles of Chinese literary books have been published.

7. Customer service

Staff training

To foster better work knowledge and experience, HKPL continually sponsor paraprofessionals to ascertain professional qualification in pursuit of postgraduate Diploma in Librarianship and to encourage experience sharing through the organization of workshops, talks and seminars.

HKPL emphasizes the provision of customer service training for all library staff to equip them with the interpersonal skills in dealing with the wide variety of user needs. It is believed that ‘quality’ customer service plays an important role to encourage public use of library services and facilities, which in turn is an important factor to support the role of a public librarian and the physical building that electronic resources could not entirely replace.

Customer Liaison Groups and regular meetings with School Librarians

HKPL holds discussion groups with library users annually to gather their comments for improvement of library services and facilities and promote reading.

Regular meetings are also held regularly with school librarians on the provision of library services to support the school curriculum.

Public Opinion Survey on Hong Kong Public Libraries

Public opinion surveys on HKPL and benchmark survey on services provided by the LCSD are also conducted bi-annually. The public opinion

8 survey on HKPL covers both library users and non-users. For library users, the objectives are to obtain information about the characteristics of library users and to collect their opinions on the services and facilities provided by the libraries and future needs. For the non-users, the objectives are to find out the socio-economic profile of this group and to collect information for an in-depth understanding of their reasons for not using the libraries and the type of services that would encourage their use. The information collected from the survey should enable HKPL to have a better understanding of the characteristics and requirements of users and non-users at district level so that suitable improvement measures and promotional strategies could be developed. Moreover, it was expected that the survey results would throw light on the usage pattern and needs of users for different category of libraries and age groups.

In addition, the public are encouraged to provide their opinions and views of the library service through Library Hotline, suggestion boxes in libraries and the Library Home Page. Feedbacks from library users and non-users, opinion gathered from focus groups and stakeholders, and performance indicators on the use of library services and facilities, all form the backbone for consideration in framing for the future development HKPL.

8. Consultancy Study on the Future Development of the Hong Kong Public Libraries

The Consultancy Study on Future Development of Hong Kong Public Libraries to develop a strategic plan for library services and study the institutional arrangements of the HKPL was completed in November 2002. Public consultation on the study was held in the first quarter of 2003. The Consultant’s recommendations and comments received during the consultation period would be duly considered in formulating future strategy for library services.

WAY FORWARD

It is believed that public libraries play an important role not only to serve public needs for information, research, lifelong learning and leisure reading, but aesthetic library buildings themselves are also meeting places for information exchange to create synergy for a learned society which electronic services could not cater for.

HKPL would continue to strive for service excellence to meet the expectations of the community, to provide a customer oriented library services by embracing core values of professionalism, creativity and continuous improvement.

9 Question and Answer session

1. What can you do with your ID Card?

It serves as a national identify card . In Hong Kong, it is also used as your driver’s licence.

2. What is the % of active members?

We do not have official figures but it is estimated as between 60% to 70%.

3. What is the Creative/Innovation Centre?

This is set-up in collaboration with a foundation that supports this initiative. It has books and resources on creativity and innovation.

4. What is the staffing like? 1500 staff, 80% of which are Library Assistants.

5. What are the policies for borrowing?

Maximum of 6 items; can reserve up to five times for one item. There is a charge for overdue and reservation materials.

Information on the Hong Kong Public Libraries is available at http://www.hkpl.gov.hk Enquiries can be addressed to Terry Lee, Chief Librarian at [email protected]

BIO-DATA

Presenter (Miss)Terry Lee

Title Chief Librarian. With over 20 years of working experience in public libraries in Hong Kong. Now oversees the administration and planning of the Hong Kong Public Libraries and 30 libraries in the New Territories region of Hong Kong.

Organization Hong Kong Public Libraries

Education B.A., Post-graduate Diploma in Librarianship, MBA, Fellow of the Hong Kong Library Association.