KULLIYYAH’S PERCEPTION ON THE EFFECTIVENESS OF LIAISON LIBRARIANS

PROGRAMME: THE IIUM LIBRARY EXPERIENCE

1
Zaharah, A.S & 2Norleen, A. Rashid
1
Deputy Chief Librarian, International Islamic University Malaysia, Jalan Gombak, 53100,
Selangor, MALAYSIA
zaharah@iium.edu.my
2
Senior Librarian, International Islamic University Malaysia, Jalan Gombak, 53100,
Selangor, MALAYSIA
norleen@iium.edu.my

ABSTRACT

The IIUM Library at Main Campus Gombak has designed a Liaison Librarian programme,in which
each Kuliyyah is assigned a reference librarian who is responsible on matters related to the Library
and Kuliyyah. The Liaison Librarians work in partnership with Kuliyyah members to deliver
information services, teach information literacy skills and develop the Library’s subject collections to
support the University’s teaching, learning and research programmes. The programme has been
initially practised by the Library since the year 2000. Within two (2) years, the library management
has instilled the programme with workable processes and selected personnel. Since its existence, in
ten (10) years’ time, the programme continuously received positive feedbacks from the users. This
study examined Kulliyah’s member’s perceptions on the effectiveness of Liaison Librarians
programme set up by the IIUM Library. A survey was distributed to the Kulliyah Board Members
during the Kulliyyah Board Meeting (KBM) in order to measure effectiveness rate of the Liaison
programme. In the survey, the members are expected to evaluate the effectiveness of the
programme in terms of the communication mechanism, librarian personality and model of
programme. The survey involved KBM members from Ahmad Ibrahim Kulliyyah of Law (AIKOL),
Kulliyyah of ICT, Kulliyyah of Islamic Revealed Knowledge & Human Science, Kulliyyah of
Engineering, Kulliyyah of Economics, Kulliyyah of Architecture and Environmental Design, Institute of
Education and Centre of Languages. Undoubtedly the liaison librarians are the intermediary
personnel to convey all library matters to the Kulliyah members. Therefore, this study revealed how
well the Kulliyyah members appreciated and how satisfied they were with the Liaison Librarian
programme modelled by the IIUM Library.

KEYWORDS: Liaison librarian, effectiveness of liaisons, academic library and liaisons, perception on
liaisons, University libraries

ABSTRAK

Perpustakaan IIUM Kampus Gombak telah merangka program pustakawan penghubung di mana
setiap Kulliyyah mempunyai pustakawan rujukan yang bertanggungjawab terhadap perkara-perkara
yang berkaitan dengan Perpustakaan dan Kulliyyah. Pustakawan penghubung berkerjasama dengan
pensyarah di Kulliyyah untuk menyampaikan maklumat, mengajar kemahiran maklumat,
membangunkan koleksi perpustakaan untuk menyokong pengajaran, pembelajaran dan program
penyelidikan di Universiti. Program ini telah dilaksanakan oleh Perpustakaan IIUM semenjak tahun
2000. Pengurusan perpustakaan IIUM mengambil masa 2 tahun untuk merangka proses kerja dan
meyediakan tenaga kerja yang diperlukan. Dalam tempoh sepuluh tahun perlaksanaan, program ini
sentiasa mendapat maklumbalas positif dari pengguna. Penyelidikan ini bertujuan untuk
mengenalpasti persepsi pensyarah di Kulliyyah terhadap keberkesanan program pustakawan
penghubung yang disediakan oleh pihak perpustakaan. Borang soal selidik telah diedarkan kepada
ahli mesyuarat Kulliyyah (Kulliyyah board members) untuk mengenalpasti tahap keberkesanan
program pustakawan penghubung ini. Ahli mesyuarat dikehendaki untuk menilai keberkesanaan
program dari sudut komunikasi, personaliti pustakawan penghubung dan model program. Soal selidik
ini melibatkan ahli mesyuarat dari Kulliyyah Undang-Undang (AIKOL), Kulliyyah ICT, Kulliyyah of
Islamic Revealed Knowledge & Human Science, Kulliyyah of Engineering, Kulliyyah of Economics,
Kulliyyah of Architecture and Environmental Design, Institute of Education dan Centre of Languages
(CELPAD). Tidak dapat dinafikan, pustakawan penghubung adalah individu pengantara untuk
menyampaikan maklumat perpustakaan kepada Kulliyyah. Penyelidikan ini akan mengenalpasti
sejauhmana ahli Kulliyyah menghargai dan berpuas hati terhadap model program pustakawan
penghubung di perpustakaan IIUM

1.0 INTRODUCTION

Librarianship has undergone a rapid evaluation since the advent of new technologies that provide
both instant and remote access to information resources. New technologies, distributed learning and
distance learning have altered the concepts of what libraries are and what academic librarians do
(Mozenter, 2000). Users can easily access the required information needs from other information
providers without coming to the library or interacting with a librarian. Therefore, academic libraries
need to develop marketing strategies that are relevant to academic needs and appropriate to attain
effective results. One of the strategic approaches adopted by the Library of International Islamic
University Malaysia (IIUM) is through the implementation of the Liaison programme. Under this
programme, a reference librarian is appointed as a Liaison Librarian responsible for each Kulliyyah or
Faculty. Liaison librarians have important roles to promote, collaborate and maintain good
relationship with Kulliyyah members. Thus, a study on the Kulliyyah’s perception on the effectiveness
of the Liaison Librarians’ Programme and issues that affect their perception is significant for continual
improvement of the programme.

1.1 LIAISON LIBRARIAN PROGRAMME AT IIUM LIBRARY

The Library Liaison Programme was established in May 2000 to initiate an on-going communication
between the Library and the academic communities. All Liaison Librarians are professionals with
academic qualification at least a Master in Library and Information Science. In this programme, a
reference librarian is appointed as a Liaison Librarian for each Kulliyyah (Faculty). The programme
initially started with Kuliyyah of Architecture, Kuliyyah of Engineering, Kuliyyah of Economic, Kuliyyah
of IRKHS and Kuliyyah of Laws. Within two (2) years, the liaison programmes was expanded to other
Kuliyyah such as Kuliyyah of Science, Kuliyyah of KICT, Institute of Educatioan and Center of
Languages (CELPAD).
By 2009, the programme had reached a level of maturity. The programme has built strong
communication channels between the Library and academic staff at the Kuliyyah. The Liaison
Librarians perform the role as library representative to the Kuliyyah, develop library collection based
on subject in charged, provide reference and research assistance, assist of marketing activities and
accreditation exercise.
As a Liaison Librarian for the respective Kulliyyah, the specific duties includes attending the
Kulliyyah Board Meeting and any meeting invited by the respective Kulliyyah, preparing reports on
latest library services & facilities and library policies to be tabled in the meeting. They also need to
follow up on matters discussed or brought up in the meeting and maintain good rapport/relationship
with the academic staff and students of the Kulliyyah. Furthermore, the Liaison Librarian needs to
entertain guests or visitors of the Kulliyyah who wish to visit the library.
Another major responsibility of the liaison librarian is to conduct information literacy class for
the users from respective Kuliyyah. They need to prepare user education modules according to the
customers’ informational needs and update the module from time to time. They are always kept
abreast with the latest searching techniques of the online resources subscribed by the Library. They
also need to conduct library briefing and guided tour as and when scheduled or requested.
The implementation of liaison programme at IIUM Library has shown positive impact to the
Kulliyyah members. Based on customer satisfaction survey conducted by the Library, the level of
customer satisfaction index has increased from 3.29 (2010) to 3.33 (2012). Besides that, positive
impact to the liaison librarians themselves can be seen through the increase of knowledge, skills and
experience on the subjects they are handling. They increase their self-confidence and communication
skills while attending to the academic staff and students either individually or in group (meeting).
1.2 REVIEW OF LITERATURE

 Liaison Librarian and Liaison programme

Liaison librarian, library liaison, subject bibliographer, subject librarian, subject specialist – different
names for the same concept : a librarian who focuses on a particular subject area and client base
(Tenant & Sherwill-Navarro, 2006). According to Suresh & Cynthia (1995), a library liaison is a
librarian assigned to a specific academic department as the primary contact person for faculty and
work closely with the library representative regarding issues related to library collection development,
research and teaching support in their subject area.
Suresh, Ryans and Zhang (1995) broadly defined the concept in which the liaison programme
involves library and academic departmental faculty collaborate in the collection development process
to facilitate the building of strong collection, to foster better communication between the library and
the academic community and to enhance the patron-oriented image of the library.

 Liaison role and activities

Mozenter, Sanders and Weich (2000) reported that the liaison responsibilities includes general
responsibilities (communication and training), reference service, library instruction, collection
development and Curriculum development (curriculum proposal & accreditation reports) . Tennant
(2001) stressed the role of liaison librarian in education. Liaison partnering with academic faculty to
developed course-integrated instruction, creating courses for academic faculty development,
customizing classes to specific user needs, developing students’ lifelong learning skills and
increasing the library’s bioinformatics instruction. Cooke (2011) stated that the traditional role of the
“subject librarian” or “faculty librarian” has shifted from one with emphasis on knowledge and
expertise of the resources of a particular subject domain to a role that prioritizes making connection
with people and that promotes the work of the library to its potential users

 Liaison’s competency and personality

Tennant (2006) found that communication and service were most effective when liaison were
knowledgeable in the subject area of their liaison work. Subject specialization by liaison enhances
their competency and improved the quality of their service and customers confidence in the liaison.
According to Yang (2000), some department felt that subject background was essential while other
department did not think it was necessary. Liaison can develop subject expertise by attending
seminar, reading faculty vitae and dissertation, joining professional organizations and talking to
faculty.
As a bridge to their users, it is essential that liaisons communicate frequently with patrons,
keeping them a breast of changes in library policy, new databases and services and whatever
specialized information is important to the departments. Communication with faculty takes place
through in-person contact, faculty meetings, and e-mail. The best communication with faculty takes
place in one-on-one setting. Once a liaison has connected with the faculty, they are often invited to sit
in on monthly departmental faculty meetings. (Henry, Jo, 2012) – case 3. Faculty knowledge about
library services are very important, which in this study, variable on kulliyyah-liaison programme
enhanced the understanding of faculty members about the library is formulated. According to
Roberts, Jacqueline M (1995), poor communication and inadequate interaction between the faculty
and the library can lead to lack of knowledge among faculty members of the services offered by the
library.
Thull, James and Hansen, Mary Anne (2009) came up with a brief list of approaches that aid
in liaison work. This reflects to the variables in this study. Three (3) list namely teamwork, awareness
and innovative outreach. Liaisons should work as team effort. Liaisons should strive to stay current on
new faculty in their liaison departments and liaisons should be willing to try new approaches for
reaching faculty and students. .

 Liaison’s Model
 Yang (2000) reported that at Texas A& M University Library, each librarian, according to his or her
subject background, was assigned to one or more academic departments as the Liaison Librarian.
In Freiburger, Gary and Kramer, Sandra (2009), a model of decentralized service was introduced
namely embedded librarians in an academic setting. The Arizona Health Sciences Library (AHSL)
programme is about maintaining contact with and providing basic services to a group of library users
who become distanced from the library. Librarians who had previously spent hours at the reference
desk were available to work at remote locations at the Faculty. While the cited model programmes
used only professional librarians as liaisons, the UT Southwestern library encouraged all staff to
participate in the programme. This approach recognized the skills and expertise of all staff, while also
providing opportunities for individual professional development and lifelong learning (Crossno, 2012)

2.0 OBJECTIVES OF STUDY

The purpose of this study is to investigate the Kulliyyah member’s perception on the effectiveness of
Liaison Librarian Programme as well as issues that affect their perception. In other research by
Ahmad Bakeri, Abu Bakar (2009), a study was done to measure the effectiveness and relevancy of
the Liaison Programme. However, it was done by measuring the tasks, skills, interactivity, services
and marketing activities undertaken by Liaison Librarians but not the perceptions from Faculty
members. Another research by Ahmad Bakeri, Abu Bakar (2009) highlighted the partnership between
Librarians and Faculty at a Malaysian University Library (IIUM), which focused on tasks, skills, type of
interaction and information, type of services and mode of marketing. In the study, Liaison Librarians
were requested to answer survey questionnaires, not the Faculty members. Therefore, this study will
reveal the survey results taken from the Kulliyyah members.

3.0 METHODOLOGY

This study used survey questionnaires and adopted the Likert scale type. It indicated the score with
five (5) indicators which are strongly agree (=5), agree (=4), neutral (=3), disagree (=2) and strongly
disagree (=1). Results of the survey are based on mean or average of each variable.
This survey was conducted in December 2012. The questions reflected the performance of all
liaison librarians since January 2012 until December 2012. The Kulliyah members targeted for this
study were the members of Kulliyyah Board Meeting (KBM) for each Kulliyyah (faculty). The KBM
members are comprised of the Deans, Deputy Deans, Heads of Departments, Coordinators,
Directors, Professors and Liaison Librarian. They attended a meeting on a regular basis and discuss
important matters related to the Kulliyyah and Library-Kulliyyah matters. The survey was circulated to
the KBM members during the meeting or by email. Total of 175 surveys were distributed and 126
members of KBM returned the surveys, yielding a 72% return rate.
To measure the effectiveness of the liaison librarian programme, in the survey, the nine (9)
questions are categorised under communication mechanism, librarian personality and model of
programme.

4.0 FINDINGS

4.1 COMMUNICATION MECHANISM

To measure the communication mechanism effectiveness of the liaison librarian programme to the
KBM members, four (4) questions were formulated. They are, issues are raised adequately, reports
are precised and comprehensive, follow-up actions done and follow-up actions informed.

Table 1: Average of variables under communication mechanism according to Kulliyyah

 Variable / Kulliyyah KICT KAED KOE AIKOL INSTED KENMS CELPAD KIRKHS
1. Issues are raised 4.21 4.33 4.12 4.58 4.59 4.33 4.50 3.91
adequately
2. Reports are 4.00 4.27 4.12 4.53 4.59 4.27 4.67 4.18
precised and
comprehensive
3. Follow-up actions 3.92 4.33 4.24 4.47 4.53 3.87 4.50 4.09
done
4. Follow-up actions 4.28 4.13 4.12 4.58 4.71 4.40 4.50 4.00
informed
Average 4.10 4.26 4.15 4.54 4.61 4.22 4.54 4.05

According to the tabulated average in Table 1, INSTED is the champion for three (3) variables; issues
are raised adequately, follow-up actions done and follow-up actions informed with average of 4.59,
4.53 and 4.71 respectively. CELPAD received the highest average in reports are précised and
comprehensive with average of 4.67.
Looking at across the board, the highest average of communication mechanism category is INSTEAD
with average of 4.61

4.2 LIBRARIAN PERSONALITY

Undoubtedly, librarian personality is one of important variable to be measured in this study. To

measure that, three (3) questions are conveyed in the survey. They are, well-prepared liaison
librarian, approachable liaison librarian and proactive liaison librarian.

Table 2: Average of variables under librarian personality according to Kulliyyah

Variable / KICT KAED KOE AIKOL INSTED KENMS CELPAD KIRKHS

Kulliyyah
1.Well-prepared 4.07 4.40 4.35 4.37 4.82 4.87 4.78 4.45
liaison librarian
2.Approachable 4.14 4.60 4.65 4.74 4.82 4.27 4.72 4.36
liaison librarian
3.Proactive liaison 4.00 4.86 4.47 4.79 4.71 4.60 4.83 4.36
librarian
Average 4.07 4.62 4.49 4.65 4.78 4.58 4.77 4.39

Table 2 shows that KENMS liaison received the highest average for variable no. 1; well-prepared
liaison librarian, with 4.87 followed by INSTED with 4.82. For variable no.2; approachable liaison
librarian, INSTED is the highest with average 4.82, followed by AIKOL with 4.74. Liaison librarian
from KAED received the highest average for variable no.3; proactive liaison librarian with 4.86,
followed by the second highest is from CELPAD. Based on the survey result, the highest average
among all Kulliyyahs for variables under librarian personality is from INSTED with 4.78 which slightly
leveled up from CELPAD with average of 4.77.

4.3 MODEL OF PROGRAMME

To measure the effectiveness of liaison librarian programme among the KBM members, two (2)
questions were formulated under model of programme. The variables are Kulliyyah-Liaison
programme enhanced the understanding of members about the library and one liaison-one kulliyah
model is good.

Table 3: Average of variables under model of programme according to Kulliyyah

Variable / KICT KAED KOE AIKOL INSTED KENMS CELPAD KIRKHS

Kulliyyah
1.Kulliyyah- 4.28 4.6 4.47 4.53 4.59 4.47 4.50 4.45
Liaison
programme
enhanced
understanding
2.One liaison – 4.21 4.67 4.47 4.79 4.71 4.2 4.70 4.54
one Kulliyyah is
good
Average 4.24 4.63 4.47 4.66 4.65 4.34 4.61 4.49

Based on the results in table 3, all Kulliyyah responded with average of 4.00 which is equivalent to
agree. The highest average for variable no.1; Kulliyyah-Liaison programme enhanced the
understanding is from INSTED with 4.59, followed by AIKOL with 4.53. For variable no.2; one liaison-
one kulliyyah model is good, AIKOL received the highest average with 4.79, followed by INSTED with
4.71. Across the board, the highest level of average for model of programme, AIKOL received 4.66.

5.0 DISCUSSION

This study revealed the average score from all Kulliyyahs on every variable under each
category. The KBM members agreed that issues regarding Kulliyyah – Library are raised adequately
during the meeting. KBM is the most suitable platform for Lliaison Librarian to bring up issues
regarding collection development, information literacy, library services and facilities. In every meeting,
the liaison librarian needs to prepare and submit a report which is to be presented and discussed
during the meeting. KBM members agreed that reports prepared by the Liaison Librarian are precised
and comprehensive to them. This is one of important ways for the effective communication
mechanism between library ad academic fellows. Another important mechanism is all follow-up
actions must be done by the Liaison Librarian. This reflects the commitment of a Liaison to the
Kulliyyah members. It is just like a marketing concept which Liaison Librarians also must put user-
commitment first on their list of priorities (de Saez, 1993). However, there are two (2) Liaison
Librarians, respectively from KICT and KENMS who scored below average of 4.00. The Liaison
Librarians must improve in terms of accomplishing all actions recorded in the meeting to be done
afterwards. Otherwise, issues will remain unsettled which ultimately may affect the communication
between the library and Kulliyyah. The last important variable to be measured in communication
mechanism is all follow-up actions are informed to the KBM members. In KENMS case, the two
variants displayed interesting results in which “follow up actions done” scored below 4.00 whereas
“follow up actions informed” scored above 4.00. The Liaison Librarian possibly informed the KBM
members what to be done, however the actions were not accomplished. The second probability will
be the liaison of KENMS only attended the KBM meeting four (4) times a year and this may lead to
delay of informing on actions taken.
Other than communication mechanism, librarian personality is one of significant elements to
measure the effectiveness of Liaison Librarian Programme. The variable touches the personal
characteristics of the liaisons themselves. In this respect, three (3) variables were formulated in the
survey questions. To be an effective librarian personality, one is expected to be ready with the report,
library updates, library resources enquiries and library policies. Every Liaison Librarian is requested to
be well-prepared during the Kulliyyah Board Meeting. Across the Kulliyyahs, the respondents agreed
that Liaison Librarians are well-prepared. They are expected to be well-prepared with the reports,
library updates, library resources enquiries and library policies. Another variable is approachable
Liaison Librarian. Undoubtedly this variable is important to establish an effective and positive
perception from the Kulliyyah members towards the Liaison Librarian Programme. All respondents
agreed that their Liaison Librarians are approachable with the highest score from INSTED. A Liaison
Librarian must possess a friendly character, welcoming and responsive to the Kulliyyah members’
issues. Kulliyyah members also expected the Liaison Librarians to be a proactive person. They are
expected to provide extra information whenever related issues are addressed. Furthermore, the
respondents are pleased to receive latest information and updates on their research, teaching
materials, specialized subjects and current topics. Liaisons should use an innovative outreach and be
willing to try new approaches for reaching faculty and students (Thull & Hansen, 2009).
The third category in the study is model of programme. The survey enquired respondents
how they agree on two (2) variables which are Kulliyyah-Liaison programme enhanced their
understanding on Library and one liaison-one Kulliyyah is good. Across the Kulliyyahs, all of them
agreed with the effectiveness of liaison librarian programme are because of the models. Kulliyyah-
Liaision programme will be the key for them to enhance their understanding on resources available,
how to use the services in the library, any other aspects that they should know from the Library .
Respondents moreover agreed on one liaison-one Kulliyyah is good. Advantages of this model are
the Liaison Librarian will be more focus on the Kulliyyah members, the Kulliyyah members can easily
be in contact with the liaison on any related Library matters and the service provided by the Library to
academic communities is more personalized.

6.0 CONCLUSION
The success of the Liaison Programme is dependable upon the support of the Kulliyyah
members and the library management. From the results of the study, it is evident that the Kulliyyah
members were very supportive of the Liaison Programme. Communication mechanism through
précised and comprehensive report during the Kulliyyah Board Meeting is considered to be the
primary service provided by the liaison librarian. Follow-up on issues discussed during the meeting
will be done through other communication channels such as email and telephone. It also found that
librarian personality is one of significant elements to establish an effective and positive perception
from the Kulliyyah members towards the Liaison Librarian Programme. The liaison model “one
liaison-one Kulliyyah” has proved to be an effective service to the library customers, but there are still
some areas for improvement and challenges to encounter. Among the challenges are changes in
academic settings, drastic technological change and digital environment, increasing educational role
of liaison, professional training for liaison, communication skills and personalities. The Liaison
Librarians have to upgrade their competencies to enable them to perform their responsibilities up to
the expected level of the Kulliyyah members in the research, teaching and learning activities.

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