By Angela Wee, Ek Ben Wai, Jim Ang, Siom Hsiao Ling, Phyllis Toh, Felix Khoo, Venkatachalam Kannadasan, Lim Bee Ang & Isabel Lee, 50-58
Abstract:
To stay abreast of the ever-changing landscape of libraries and technologies, Lien Ying Chow Library (LYCL) of Ngee Ann Polytechnic (NP) underwent an innovative transformation into an unmanned patron-centric library. This was implemented in an agile manner through patron-centric design thinking via a four-phase approach of strategising, planning, building, and implementing a strategic integration of three key thrusts of systems automation, process re-engineering, and change management. This paper discusses the motivation for the transformation and the adopted approach of strategic integration of the three key thrusts of technology, process, and people. The paper also shares the impact and benefits that the transformation brings to the library operations effectiveness and efficiency as well as enhanced patron experience, staff well-being, and development.
Keywords: unmanned libraries; patron-centric; UHF RFID; robotic library assistant; digitalisation; automation; process re-engineering; change management; live chat