Public Library Institutions and Communal Cultural Post Ofces
in Thai Nguyen, Nghe An, and Tra Vinh Provinces Building Capacity for Public Library Institutions in Support of Public Access to the Internet in Vietnam Project FUNDED BY THE BILL & MELINDA GATES FOUNDATION
Training Needs Assessment Report: Public Library Institutions and Communal Cultural Post Offices in Thai Nguyen, Nghe An, and Tra Vinh Provinces
Building Capacity for Public Library Institutions in Support of Public Access to the Internet in Vietnam Project
FUNDED BY THE BILL & MELINDA GATES FOUNDATION
Hanoi, April 2009
National Library of Viet Nam i ABBREVIATIONS
AACR2 Anglo-American Cataloguing Rules ADSL Asymmetric Digital Subscriber Line CDS/ISIS Computerised Documentation Service/Integrated Set of Information Systems CONSAL Conference on Southeast Asian Library Staff CPC Commune Peoples Committee CPO Cultural Post Office DDC Dewey Decimal Classification ICT Information Communication Technology IFLA The International Federation of Library Associations and Institutions ILIB Integrated Library System IT Information Technology DL Department of Library LAN Local Area Network MARC21 Machine-Readable Cataloguing NLV National Library of Vietnam OPAC Online Public Access Cataloguing PC Personal Computer PL Public Library PLI Public Library Institution TAF The Asia Foundation MIC Ministry of Information and Communication MCST Ministry of Culture, Sports and Tourism TOT Training-of-Trainers UNDP United Nations Development Program VNPT Vietnam National Post and Telecommunications
ii EXECUTIVE SUMMARY
The Training Needs Assessment From February 23 rd to March 22 nd 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 in- depth 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. Multi- dimensional information, as a result, was collected.
iii 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. iv ! Training and educational materials should be nicely presented, simple, and understandable, with illustrations to facilitate training and future applications for staff. ! In order to encourage the participation of library and CPO staff in training courses without detracting from daily service provision to patrons, library staff requested training in their respective provinces on Saturdays and Sundays, while CPO staff requested training in their respective districts in the evenings.
User assessment and information needs: ! 78% of library and CPO users said they know of the libraries or CPOs because they pass by these places often or because they live nearby. Of all those interviewed who have never used any library or CPO services, 67% said they had no idea of their existence; the rest (33%) revealed they knew about the library or CPO because they pass by or live nearby. Of all the interviewed users and potential users, less than 4% said they knew about the library or CPO through library or CPO outreach activities, and less than 10% knew through the mass media. ! When asked How would you describe the image of libraries/CPOs?, 49% of the interviewees said libraries and CPOs were where they could read/borrow/receive information from books and newspapers and librarians. 80% of CPO users thought of CPOs only as places to make phone calls and send mail, while only 17% knew that these places also provided Internet access. Most people had limited ideas as to the range of Internet features. The majority of Internet users were school pupils who mainly used the Internet to play games or chat with friends.
Library and CPO activities: ! For outreach purposes, provincial libraries mainly use the story-telling competition model. Other communication and outreach activities such as thematic discussion groups or book festivals have rarely been used in Thai Nguyen and Tra Vinh provincial libraries due to limited financial capacity, experience and organizing capacity of the library staff. Communication and outreach activities have rarely been conducted by district libraries and CPOs. ! Often, the physical layout of space in libraries and CPOs is not rational and is not user-friendly. Many CPOs are not attractive places. The facilities of most CPOs in Thai Nguyen and Nghe An provinces, for example, are cramped with some being partitioned to provide living quarters for CPO staff and their families. Furniture is limited and old-fashioned.
Recommendations Based on the TNA results, the research team proposes recommendations to improve the performance of public libraries and CPOs in general, and the Internet services they provide, in particular:
! 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. v ! 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.
vi TABLE OF CONTENTS
EXECUTIVE SUMMARY ................................................................................................................................. ii 1. INTRODUCTION..............................................................................................................................................9 2. BACKGROUND..............................................................................................................................................11 3. OBJECTIVES, ASSESSMENTS, AND SURVEYS ................................................................................13 3.1 Objectives...................................................................................................................................13 3.2 Assessment and surveys: ..........................................................................................................13 4. ASSESSMENT METHODS AND SURVEY TOOLS ..............................................................................14 4.1. Assessment and survey sites....................................................................................................14 4.2. Survey tools ..............................................................................................................................14 4.2.1. Literature review:..............................................................................................................14 4.2.2. Questionnaire: ...................................................................................................................15 4.2.3. Interviews: .........................................................................................................................15 4.2.4. Survey preparations ..........................................................................................................16 5. RESULTS OF THE ASSESSMENT AND SURVEY..............................................................................18 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
vii 6. OVERALL ASSESSMENT OF THE SURVEY SITES..........................................................................37 6.1 Infrastructure and facilities ....................................................................................................37 6.2 Services......................................................................................................................................38 6.3 IT capacity and service provision abilities of library and CPO staff................................39 6.4 Training organization..............................................................................................................40 7. RECOMMENDATIONS FOR INTERNET SERVICES IN PUBLIC LIBRARIES/CPOs ...............42 7.1 Physical and IT infrastructure ................................................................................................42 7.2 Services ......................................................................................................................................42 7.3 Improvement of IT and service provision staff capacity in public libraries and CPOs ....43 7.4 Knowledge and skill improvement training for better library services ...............................44 7.5 Coordination at the local level.................................................................................................44 8. CONCLUSIONS..............................................................................................................................................46 9. REFERENCES ..............................................................................................................................................49 ANNEX 1: LIST OF SURVEY WORKERS...................................................................................................52 ANNEX 2: SURVEY SITES.............................................................................................................................54 ANNEX 2b: MAP OF 90 SURVEY SITES....................................................................................................56 ANNEX 2c: SOME PHOTOS ON FACILITIES OF SURVEYED SITES...............................................59 ANNEX 3: QUANTITY AND PC STATUS AT 72 SURVEYED CPOS...................................................64 ANNEX 4: LIST OF INTERVIEWEES .........................................................................................................68 ANNEX 5: RATE OF PATRONS CLASSIFIED BY TARGETS, GENDER AND AGE ......................70 ANNEX 6: LEADING ECONOMIC SECTORS IN THE PROVINCES...................................................71 ANNEX 7: QUESTIONNAIRES ......................................................................................................................76 ANNEX 8: INTERVIEW GUIDELINES ........................................................................................................93
List of figures
Figure 1: Number of computers according to purpose in 3 provincial libraries .....................20 Figure 2: IT training needs of public library and CPO staff .....................................................31 Figure 3: Staff training needs to serve and support patrons of public libraries and CPOs ...32 Figure 4: Patron use of and needs for services provided by public libraries and CPOs.........34
viii List of tables
Table 1: IT infrastructure in CPOs ..............................................................................................21 Table 2: Number and qualifications of provincial library staff ..............................................23 Table 3: Number, sex, age group, and qualifications of librarians at the provincial level 23 Table 4: Number, qualifications, and age groups of district library staff..............................24 Table 5: Number, qualifications, and age groups in CPOs surveyed.....................................25 Table 6: IT knowledge and skills of public librarians , and CPOs staff...............................26 Table 7: Provision of services and support to users of public libraries and CPOs ...............28
9 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 well- being.
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.
10 In order to achieve these objectives, TAF is supporting following activities:
! A comprehensive training needs assessment (TNA) conducted at 90 sites in three selected provinces identified by the MIC. The TNA reviews the capacity of and services provided by PLs and CPOs in communes, which will serve as the basis for the design and content of the training program to enhance the capacity of PLIs. ! Training and educational materials will be developed based on the results from the TNA and a review of existing training materials. The newly developed training materials will focus on service provision to users and will help librarians to provide support and guidance for users including: i) information resources and Internet search skills; ii) how to use the Internet as a tool for obtaining information for further learning; iii) how to research information related to daily life; and iv), cultural and socio-economic related issues through the Internet. The training materials will include guides for staff as well as associated materials to be distributed directly to library users. ! Based on the assessment, TAF will design a training program to enhance the capacity of PLs and CPOs to better provide services. The training program will employ Training-of- Trainers (TOT) and participatory approaches. The project expects to build capacity for well-trained trainers within the library system, who then can continue to provide subsequent trainings for other library staff with the skills and knowledge gained through project implementation and the training materials. ! TAF will support the PLs and CPOs to develop tools to assess the level of use and satisfaction with regard to public Internet access services at PLs and CPOs to see if they meet users demands. ! TAF will support commune level PLs and CPOs in organizing events for promoting library services and Internet access at project sites. ! Upon completion of the above mentioned activities, TAF will assist the NLV, in collaboration with the Ministry of Culture, Sports and Tourism (MCST), to organize a national workshop to discuss project results, experiences, and lessons learned from the projects pilot activities. The workshop will be a good opportunity to share information and experiences with other project partners and organizations working on issues related to PLs and CPOs in the communes. Recommendations on post-project replication for creating a welcoming library environments to maximize public Internet access at libraries and CPOs will be presented.
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.
11 2. BACKGROUND The rapid development of Internet technology and communications brought about significant changes in the world at the end of the 20 th 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
1 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.
12 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.
3 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)
13 3. OBJECTIVES, ASSESSMENTS, AND SURVEYS 3.1 Objectives Overall objective: To conduct a training need assessment through surveys at provincial, district and commune levels to identify training needs and to inform training program design. Such a program will improve PLI and CPO staff capacity to enable them to provide more useful and friendly services for users and will create a more welcoming environment at libraries and improve the skills of library staff in managing public Internet access services.
Specific objectives: i) Assess the capacity of the PLI system from the provincial to district levels and of communal CPOs at the pilot sites; ii) Assess the capacity of staff at PLs and communal CPOs in serving patrons as well as using and managing public Internet access services; iii) identify the training needs of staff at PLs and CPOs in service provision in general and public Internet access services in particular; iv) identify patron and user needs and expectations; and v), make recommendations for training design to improve the capacity and skills of PL and CPO staff at the pilot sites.
3.2 Assessment and surveys: The aim of the assessment and survey was to identify the training needs of library staff at different levels as well as to gather baseline information and data for project monitoring and evaluation purposes. Towards that end, TAF conducted surveys and gathered information related to service provision of PLIs and CPOs. More specifically, the assessment and survey looked at following characteristics: ! Status of facilities and IT infrastructure of PLIs/communal CPOs: Quick assessment on library premise and the location of PLIs/communal CPOs, focusing on IT infrastructure: quantity of computers and computer functions, types of Internet services and Internet connectivity. ! Status of PL/communal CPO personnel: Assessment of quantity and qualifications of library staff; quantity, qualifications, gender and age of librarians at PLIs/communal CPOs. ! IT capacity of staff at PLs/communal CPOs: Assessment of staff IT capacity by evaluating skill levels as to basic IT knowledge, website administration and Internet usage. ! Staff servicing provision skills in PLIs/communal CPOs: Assessment of staff service provision skills at PLs/communal CPOs. Use of staff self-evaluations to assess service provision skills, ability to guide patrons on using services, knowledge of patron psychology, and skills to promote library services to attract patrons. ! 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.
14 4. ASSESSMENT METHODS AND SURVEY TOOLS 4.1. Assessment and survey sites The project sites were selected by the MIC project for the pilot activities in the following 3 provinces: Thai Nguyen, representing the northern region, Nghe An, representing the Central region, and Tra Vinh, representing the Southern region. The pilot sites in each province included one provincial library, 5 district libraries and 24 CPOs at the communal level. The survey was conducted at 90 sites (a list of these sites is in Annex 2a).
Nghe An is a province in North Central Vietnam with an area of over 16,000 km 2 - the largest province in the country. The population is 3 million, ranking fourth among provinces in the country. There are several ethnic groups in the province: Kinh, Thai, Mong, Kho Mu Nghe An has 1 city, 2 city towns and 17 districts divided to 472 communes, of which 244 communes are located in mountainous areas. The provincial economy is based on agriculture, and industry is still underdeveloped. The PL system has reached 17 districts, 2 towns, and Vinh city (100%). 78 out of 473 communes (16%) have public libraries. 398 out of 473 communes have CPOs (84%). 30 sites were selected for the survey in Nghe An, including 1 provincial library, 5 district libraries (Quy Chau, Yen Thanh, Quynh Luu, Hung Nguyen and Nam Dan) and 24 CPOs located across 17 districts.
Thai Nguyen is a mountainous province in the North. It is considered the cultural, economic, and political center of Vietnams East-West mountainous region. The provincial area is 3.500 km 2 . The population is 1.3 million, and includes 8 ethnic groups of Kinh, Tay, Nung, Cao Lan, San Chi, Dao, Mong and Chinese, of which 27% are ethnic minorities. Thai Nguyen has one city, 1 city town and 7 districts divided to 180 communes, 125 of which are located in mountainous areas. The PL system has reached the district level with 8 district libraries out of 9 districts and the city town. The city of Thai Nguyen does not yet have a library and the communal library system has not been established. There are 139 communal CPOs in 180 communes (77%). 30 sites were selected for the survey in Thai Nguyen, including 1 provincial library, 5 district libraries (Dong Hy, Dinh Hoa, Vo Nhai, Phu Luong and Song Cong town) and 24 CPOs located in 9 districts, the town and the city.
Tra Vinh is a coastal province in the Mekong Delta. The area is 2.200 km 2 . The population is 1 million including 3 ethnic groups: Kinh (68%), Khmer (30%) and Chinese (2%). The province focuses mainly on an agricultural economy and aquaculture. The city includes one town and 7 districts with 102 communes. Tra Vinh province has 141 Khmer pagodas. Like Thai Nguyen province, the PL system in has reached the district level with only 8 district libraries (100%) and the communal library system has not yet been established. Tra Vinh province has 102 communal CPOs in 102 current communes (100%). Like the two above- mentioned provinces, 30 sites in the province were selected for the survey including: 1 provincial library, 5 district libraries (Cang Long, Duyen Hai, Cau Ke, Tra Cu and Tieu Can) and 24 communal CPOs located in 7 districts.
4.2. Survey tools 4.2.1. Literature review: To define specific issues for the assessment and survey and to develop the questionnaires, the survey team studied reports and documents on PLIs in Vietnam, including existing reports of the NLV and the library system, documents of projects funded by The Bill and Melinda Gates Foundation, related documents from other countries, and related information from the Internet.
15
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 system 6 , 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.
5 Lithuania_survey_of_librarians_questionnaire. Public Access Computing. August, 2008. (https://gltoolkit.centraldesktop.com/home/search?q=Lithuania_survey_of_librarians_questionnaire&q_at=0&st =s34327) 6 Vietnam: Social/cultural/ICT4D/public libraries/other service models. Prepared for Global Libraries, Bill & Melinda Gates Foundation. 2006-2007.
16 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
17 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.
18 5. RESULTS OF THE ASSESSMENT AND SURVEY
5.1. General information and assessment of public library services and cultural post offices in Vietnam 8
The national library network in Vietnam consists of many library systems, including: public libraries; a network of sectoral and interdisciplinary information centers and libraries related to science and technology; library systems under the Ministry of Education and Training (library and information centers, university and college libraries); and systems of military libraries. The Public libraries in Vietnam have been organized nation-wide and managed according to the following administrative management levels: i) the National Library; ii) 64 provincial/city libraries; iii) 623 district libraries; 9 and iv), 8,677 libraries and reading rooms at the commune and village level. To supplement the public library system, there are also 10,000 legal and law book collections (tu sach phap luat) and 8,000 cultural post offices at the commune/ward level. 10 The responsibilities of each public library is to serve its community in its designated area at the provincial, district, commune/ward levels and under the administration of the peoples councils.
Vietnam is moving towards a modern library model with computers connected to LAN or intranet, and the Internet. In that system, all activities, functions, and operations of public libraries will be automated and utilize the same database for acquisition, cataloguing, circulation, management of serial publications, management of patrons, storage management, building of bibliographic databases and specific databases, information retrieval at the same time within the library as outside via the gateway Z39.50, web integrated Internet. Locating documents and books will be transferred from traditional cataloguing to online public access cataloguing (OPAC) - alternatively, this can be done anywhere, anytime with an Internet connected PC. Libraries will also provide a series of new services such as e-resources in house, provision of compact discs, digitalized materials, online newspapers and magazines, e-books, Internet access, book distributions and inter-library loan, Q&A service, and package information services (collect, process, analysis, information/data and pack the information).
Besides the fast development of digital contents, online information and access to rich online information resources, a strong reading culture still exists and there are great demands for books and printed documents. For this reason, many public libraries have extended their services to provide books and documents through open stacks to enable users to find and have organized mobile book collections a traditional service within the public library system. These efforts are intended to bring information to people in remote areas, have been implemented at provincial and district levels and have been widely applied in the South.
The NLV plays a central role in the public library system, responsible for providing professional training and guidance for public libraries throughout the country. 11 To fulfill these tasks, the NLV organizes workshops, seminars, and training courses and they compile documents and guidelines related to library services for staff of public libraries. Although the
8 This part is synthesized from documents and reports from the NLV and other organizations. 9 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-Viet- Nam.html) 11 According to the ordinance on libraries, 2000
19 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 offices 14 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 N!i, 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)
20 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
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 10 4 5 1 0 15 9 4 2 0 7 3 3 1 0 32 16 12 4 0 0 5 10 15 20 25 30 35 Thi Nguyn Ngh" An Tr Vinh Total Total PCs Tech. service OPAC Server Internet service
21 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 CPOs with the Internet # PCs in CPOs
TT
CPOs Surveyed # % # % Total Internet access services % 1 24 in Thai Nguyen 8 33 4 17 18 5 28 2 24 in Nghe An 8 33 4 17 29 21 72 3 24 in Tra Vinh 17 71 11 46 108 70 60 Total: 72 communes 33 46 19 26 155 96 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
22 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 log- ons 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
23 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
Qualifications (%) Provincial Library
Total % Female % Male Master University College/Vocational School Thai Nguyen 18 39 61 0 72 28 Nghe An 22 68 32 5 59 36 Tra Vinh 21 71 29 0 62 38 Total 61 61 39 2 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
Qualifications (%) Age Group (%) Provincial Library
Total % Female % Male University College/Voca- tional School <30 30-40 41-50 >50 Thai Nguyen 5 60 40 100 0 20 40 40 0 Nghe An 9 100 0 55 45 0 44 33 23 Tra Vinh 6 100 0 33 67 0 100 0 0 Total 20 90 10 60 40 5 60 20 15
15 Figures provided by the provincial library.
24
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
Qualifications (%) Age group (%) District Libraries (5 in each district)
Total University College/voca- tional school Upper secondary school
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..
25 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 (%) Qualifications (%) Age Group (%) CPOs
Total Female Male University College Secondary <30 30-40 41-50 24 in Thai Nguyen 24 83 17 4 17 79 58 42 0 24 in Nghe An 24 100 0 4 38 58 67 21 12 23 in Tra Vinh 23 100 0 4 9 87 78 22 0 Total 71 94 6 4 21 75 68 28 4 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
26 Table 6: IT knowledge and skills of public librarians and CPOs staff (Responded by: 24 provincial library staff; 15 district library staff; 70 CPO staff
Weak (%) Average (%) Good (%) Very good (%) No. IT Knowledge and Skills Province District CPO Province District CPO Province District CPO Province District CPO 1. Basic IT knowledge (use of mouse, printing, word processing: Word, Excel, PowerPoint) 16.7 21,4 38,6 41.7 42,8 44,2 29.0 28,6 12,8 12.6 7,2 4,4 2. Handling simple problems (PC frozen, paper jam, etc.) 25.0 60,0 69,0 54.2 33,3 22,0 20.8 6,7 7,4 0 0 1,6 3. Online news, emails, chatting 8.3 46,2 45,6 37.5 30,8 23,5 45.8 23,0 25,0 8.4 0 5,9 4. Using search engines (Google, Yahoo, etc.) 20.0 50,0 54,4 25.0 28,6 23,5 45.0 21,4 16,2 10.0 0 5,9 5. Using online databases 16.7 71,4 87,0 45.8 21,4 8,0 37.5 7,2 5,0 0 0 0 6. Web design, administration, and maintenance 89.5 84,6 96,8 10.5 15,4 1,6 0 0 1,6 0 0 0 7. Using internet phone 20.0 69,2 81,8 70.0 23,0 10,5 10.0 7,8 6,5 0 0 1,2 8. Creating blogs, forums, online social networks, Facebook, MySpace, Yahoo, etc. 63.2 92,9 92,3 26.3 7,1 6,2 10.5 0 1,5 0 0 0 9. Using programs to share files, movies, photos, albums, etc. 25.0 84,6 89,2 45.0 7,7 6,2 30.0 7,7 4,6 0 0 0 10. Skills to manage network and support users in reading rooms with internet access (in cases where software was destroyed, PCs out of memory, anti-virus software installation) 70.0 92,9 83,0 25.0 0 17,0 5.0 7,1 0 0 0 0 11. Skills to define key words and information search strategies 12.5 66,7 81,3 41.6 16,7 18,7 37.5 16,7 0 8,4 0 0
5.4.1. Provincial libraries Table 6 indicates that 3.8% of provincial librarians have very good IT knowledge/skills, that 25.6% are considered good, but 70.6% are either average or weak. These results suggest that most provincial library staff are still weak in IT knowledge/skills. For example, in basic knowledge and skills such as using a mouse, printing, and Microsoft Office (Word, Excel, PowerPoint), 58.4% (14/24) of the staff are weak or average.
In todays information world, librarians are obligated to have basic IT knowledge and skills such as PC usage and skills for using the librarys software in order to serve and support library patrons. Due to the current weak skill capacity of its librarians, the application of IT within the library system faces great challenges. Budget allocation for IT training and education programs to improve IT knowlege and skills is one of the top priorities in provincial public libraries.
5.4.2. District libraries: Table 6 indicates that 0,7% of district library staff have very good IT skills/knowledge, 11.4% are good, and 87.9% are weak or average. The survey also indicated that only some district staff used computers for word processing and some of them knew how to access the Internet. Some of them have never used a PC. Although district libraries have no PCs and have not applied IT applications to library activities, staff should become familiar with PCs and the Internet.
5.4.3. CPOs Table 6 indicates that 9.3% of CPO staff had good and very good IT knowledge/skills, 16.9% were average, and 73.8% were weak. Although 33 CPOs have had PCs and internet connectivity since 2005, more than 70% of their staff still had weak IT skills and knowledge. Thus, staff were not able to maintain or provide adequate services and provide guidance to internet users.
5.5. Provision of services and support to users of public libraries and CPOs
28 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)
Weak (%) Average (%) Good (%) Very good (%) No. Staff capacity to serve users Province District CPO Province District CPO Province District CPO Province District CPO 1. Counselling and guidance skills to users when required 15,8 25,0 16,7 31,6 0 33,3 52,6 62,5 50,0 0 12,5 0 2. Skills to understand users needs and demands 26,7 12,5 22,2 40,0 25,0 38,9 33,3 62,5 36,1 0 0 2,8 3. Improving services provided by librarries/CPOs 66,6 25,0 42,0 16,7 25,0 29,0 16,7 50,0 29,0 0 0 0 4. Communication skills 0 11,1 21,6 31,3 11,1 19,0 43,7 44,5 54,0 25,0 33,3 5,4 5. Skills to design and complie leaflets/fliers on library activities and services 57,1 33,3 69,5 28,6 33,3 13,9 14,3 33,3 16,6 0 0 0 6. Skills to organize seminars and events to disseminate and advocate for library services 63,6 50,0 69,5 36,4 25,0 8,3 0 12,5 22,2 0 12,5 0 7. Skills for providing training for users on Internet access 50,0 25,0 52,8 30,0 25,0 25,0 20,0 50,0 22,2 0 0 0 8. Skills to compile newsletter on provision of services of library 58,3 25,0 69,5 25,0 37,5 19,4 16,7 37,5 11,1 0 0 0
29 5.5.1. Provincial libraries Data and information collected through surveys from Nghe An and Tra Vinh are synthesized in Table 7. There was no responses from Thai Nguyen due to the fact that the intitial questionnaires emphasized Internet services and Thai Nguyen public library does not have this service, so librarians did not complete it. The questionnaries were adjusted for use in Nghe An and Tra Vinh
Table 7 indicates that among staff capacity to serve patrons, many skill levels were considered weak, including skills: to improve services offered by libraries (66.6%), to organize seminars and events to disseminate and advocate for library services (63.6%), to design and compile leaflets/fliers on library activities and services (58.3%).
5.5.2. District libraries Table 7 indicates that staff skills that were considered weak or average in district libraries were: i) organizing events to disseminate and advocate for library activities (75%); ii) compiling and designing leaflets/fliers on library activities and services (66%); and iii), improving services provided by libraries (50%).
5.5.3. CPOs Table 7 indicates that staff capacity considered weak in CPOs included: i) skills to organize events to disseminate and advocate for public library services (69.5%); ii) skills to design and compile leaflets/fliers (69.5%); iii) skills to compile news through internet services provided by libraries (69.5%); iv) knowledge on how to understand patron information needs; and v) internet search skills to assist and support users going online (52.8%).
5.6. Training needs of public library and CPO staff 5.6.1. Library staff qualifications Throughout the survey locations, staff working at public libraries had the following qualifications: - University, college, vocational schools (department of information and library) - University, college, vocational schools (department of informatics, history, literature, agriculture, etc.) - University, college of foreign languages (English and French) - Secondary education At the moment, during the recruitment process priorities are given to those who hold university degrees in library science, with additional knowledge and skills on IT and foreign languages. Priorities are also given to those who hold university degrees in IT, but it is difficult to recruit applicants with this background. University degrees in foreign language are also given priority. Some libraries provide support for additional training in IT and foreign languages (mainly English) for training program enrollments after business or even during business hours. Pursuing additional training and education are encouraged among library staff. Most staff who do not have library education backgrounds often have on-the-job training or are mentored by other experienced staff. District and commune staff usually have basic librarian skill training such as storage arrangements, labeling, catalogizing, etc., but skills training in these areas is not organized regularly.
The Department of Library (DL) and the NLV rarely organize or provide refresher training on knowledge and skills on library and information similar to those provided by formal
30 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.
31 5.6.2. IT knowledge Figure 2: IT training needs of public library and CPO staff
92.6% 33.3% 55.6% 44.4% 88.9% 92.6% 51.9% 81.5% 63.2% 52.6% 52.6% 57.9% 52.6% 68.4% 47.4% 68.4% 91.5% 40.8% 57.7% 73.2% 0.0% 0.0% 74.6% 90.1% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 8- Skills for serching informationonthe Internet 7- Skills for design andadministration of awebsite 6- Skills for administering networks 5- Understanding of thePCs hardware 4- Understanding onlinedatabase usage 3- Skills for how to uselibrary softwares 2- Knowledgeon theOperating System 1- Basic IT knowledgeand skills CPOs staff (%) District library staff (%) Provincial library staff (%)
32 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
88.9% 66.7% 68.4% 68.4% 77.5% 81.7% 0.0% 20.0% 40.0% 60.0% 80.0% 100.0% 2- Skills for marketing and disseminating library and Internet services 1- Communication skills with users CPOs staff (%) District library staff (%) Provincial library staff (%)
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
33 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).
34
Figure 4: Patron use of and needs for services provided by public libraries and CPOs
28% 14% 12% 19% 44% 9% 23% 15% 20% 83% 90% 96% 100% 100% 93% 94% 99% 100% 97% 93% 77% 79% 0% 20 % 40 % 60 % 80 % 100 % 120 % 11- Finding information on internet 10- Saving on files, CDs, DVD and memory stick 9- Printing, scanning 8- PC operating (Word processing) 7- Playing games 6- Participate in IT and PC training (FOC) 5- Using online-database 4- Finding information on e- directories 3- Use of multi-media equipment (DVD, cassette player, etc.) 2- Use of reading rooms for reading newspapers and magazines 1- Borrowing books, newspapers, magazines to read at home Want to use continuously Using up to now
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.
35
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 out- reach 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 socio- economic 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.
5.7.2. Potential patrons and users: Information gathered from 264 potential users in 90 selected sites who had never used library and CPO services offered the following information:
When asked, Do you know about public libraries and CPOs in this commune and if yes, how do you know about them? 67% of respondents said they did not yet know, while 33% responded, yes they know. Of those who did know, 62% knew from passing by, 26% from friends, 8% via the mass media, and 4% knew through library events.
There were many reasons that potential users did not come to the libraries and CPOs, but the two main reasons that management should consider were that services that they needed were not available, which accounted for 51% of the responses, and 22% said that books and magazines were out of date and did not meet their needs. In addition, 10% said that CPOs did not lend books or magazines/newspapers, 7% said that the working hours were not appropriate to their needs, and 10% said that internet connectivity was very slow so it wasted their time.
Regarding internet use habits of potential users, 55% accessed the Internet at cafes, 20% did at home, 16% at work, and 9% at commune learning centers. Their main purpose for using the Internet was to contact friends, which accounted for 35% of the responses, 29% were looking for information for their work or further study, 22% wanted reading information on socioeconomic, cultural, and health issues, 7% wanted information from the local community, and 7% were looking for jobs.
36 From the potential user survey, it can be said that: - 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.
37 6. OVERALL ASSESSMENT OF THE SURVEY SITES
6.1 Infrastructure and facilities Physical and informational infrastructure facilities were insufficient at the provincial/district libraries and CPOs. Even rooms in provincial or district level libraries were not up to the standards for specialized models of modern libraries. Organization of library space was not logical or suitable. Particularly in Thai Nguyen and Nghe An, many CPOs are dilapidated structures, making the experiences of patrons unpleasant and inconvenient. The working spaces were small in the CPOs, and staff and their family members lived directly inside the service areas (in partitioned areas in the corner).
For many years, district level libraries and CPOs have had limited funding or havent been allocated funding at all to supplement books and organize professional activities. Additionally, book circulation has not been regular in the survey sites, such as Thai Nguyen and Tra Vinh. There are no operational plans for supplementing reference materials for up to date local economic development in provinces/districts/communes. Poor IT networks in district level libraries are attributable to inadequate investment and improper planning.
In several provincial/city libraries, initial investment by the MCST and the local governments have provided additional facilities to expand new services. In three libraries surveyed, IT expansion has not been brought into full use. Despite the availability of LAN and internet access, there was no separate computer room nor any designated computers specifically for readers to access the Internet. Thus, readers do not have the opportunity to access the Internet, or to use tools to search for information and retrieve data and content in the libraries.
While 99 of the 623 district level libraries in the country are using IT in their operations, a total of 15 libraries in the three sites surveyed didnt have computers at all. A key deciding factor was not economic difficulty but lack of commitment by the provincial library and the local government in bringing IT application into practice in those locations. It would only take one computer in each district level library to help staff familiarize themselves with IT and manage library work using IT technical support, which would greatly enhance their capacity. In a workshop, Develop and improve the quality of organizing and operating district level libraries in the process of industrialization and modernization held in May 2008 in Dong Nai, the majority of provincial leaderships and library directors admitted that bringing IT application into library work faced challenges, both subjective and objective.
The post and communication sector identified a suitable direction to expand networks, based on local socioeconomic development, to bring new technologies and services to the general population. Investment in and exploitation of the CPO model has received great attention in rural areas. Since 2003 a number of CPOs have been equipped with computers and internet access: 33 CPOs out of 72 surveyed had this service, in which one CPO (Phuong Thach CPO in Cang Long district, Tra Vinh) had the highest quantity of 12 computers, while the others had at least one computer with internet access (please refer to Annex 3). The total number of computers in 33 CPOs was 156, however, the survey showed 38% of the total computers were not functioning or used, and 14 CPOs stopped providing Internet services. Among 19 of 72 CPOs providing services, only nine were functioning well as they were well-equipped and connected to high-speed ADSL Internet. These CPOs included those in Dong Van commune (Thanh Chuong, Nghe An), Nam Anh commune (Nam Dan, Nghe An), Phuong Thanh commune (Cang Long, Vinh), Luong Hoa A commune, Hoa Minh commune, Thanh My
38 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.
39 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 CPOs 16 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 One million hours together with youth, 25 September 2007 (http://www.baobinhduong.org.vn/detail.aspx?Item=30814)
40 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.
41 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.
42 7. RECOMMENDATIONS FOR INTERNET SERVICES IN PUBLIC LIBRARIES/CPOs 7.1 Physical and IT infrastructure To receive equipment and services, public libraries/CPOs should allocate a suitable space or rearrange or expand existing spaces for a public internet access room. These should be eye catching to attract more users. In particular, the CPOs of Nghe An and Thai Nguyen should ensure that the rooms are repainted, signboards made, more tables and chairs, and that space should be properly arranged and more user-friendly. CPOs need to pay much more attention to supplementing books and newspapers as users need not only computer and internet connectivity, but also updated and relevant books, material sources and information services.
The pilot project, with funding of US$2.1 million from the Bill and Melinda Gates Foundation, is being implemented by the MIC in project sites to expand information access of locals in remote areas with a view towards improving the lives of the Vietnamese people. Selected sites will be equipped with computers and specialized devices required to serve the need for Internet access and information. An important objective of the project is to draw upon the lessons learned to develop a national level project. (Note: Some CPOs received 5- 12 computers and were connected to high-speed ADSL as mentioned in section 6.1 above.)
7.2 Services In addition to the traditional and upcoming Internet services, provincial/district level libraries should increase new services for users by: i) supplementing electronic documents with online databases or CD-ROM-based databases, ii) developing digital collections of critical local documents (such as local content), iii) equipping PCs with audio devices and documents, iv) diversifying services, v) providing information and Q&A services, and vi) sharing resources through the Web, etc. For libraries using an integrated library management system should be expanded to serve as information ports helping online readers search for information through chatting, writing, and instant messaging. They could also insert new keywords into catalog records and share with others. To increase the effectiveness of a new modern library, Vietnams library sector needs to develop a strategy to partner with other regional and national libraries. Once a library network is established, professional activities will be consistent, such as cataloging on a common web system and library membership contributing catalog records (e.g. location and call number). Libraries in such a system could collaborate with each other to develop a proper document development plan (acquisition and exchange), interlibrary loan; and connection with the global library should also be completed.
Library marketing and outreach activities are essential and of significant importance. They are critical to services that a library provides, to the values of a library, to awareness of these values among stakeholders from high-ranking government officials to the youngest readers, and they serve to inform a library how to provide and locate necessary information in a timely and accurate way for the public. Libraries need to communicate their roles to readers who do not always recognize their importance. Not only should public libraries and CPOs carry out assessments to develop marketing and dissemination plans to ensure that the library and its Internet services are widely known, but Vietnams library sector in general, through the DL, the Library Association and the NLV, needs to formulate a national level marketing strategy. Marketing plan helps a library reach out to Southeast Asia and the world. As Professor Patricia Oyler pointed out at the 14 th Conference on Southeast Asian Library Staff (CONSAL) held in Hanoi in April 2009, The American Library Association began the @library marketing program and is partnering with IFLA so that libraries around the world
43 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 first- time 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.
44 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
45 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-to- use manner with a list of links to relevant web pages.
46 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 UNDP, report on human index 2007-2008 18 23% Vietnamese population use internet. IT website. 13/06/2008. (http://www.thongtincongnghe.com/article/5932) 19 Vietnam: Social/cultural/ICT4D/public libraries/other service models. Prepared for Global Libraries, Bill & Melinda Gates Foundation. 2006-2007.
47 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 e- information. 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 21 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
48 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.
49 9. REFERENCES
Information technology website, (http://www.thongtincongnghe.com/article/5932), December 2008
60 years of Vietnamese library. E-newspaper of NLV. 03/06 2008. (http://www.nlv.gov.vn/nlv/index.php/2008060358/Nghiep-vu-chung/60-nam-su-nghiep- thu-vien-Viet-Nam.html)
Aleksader Tarkowski, Agnieszka, Mirostaw Filiciak. Analysis of the Library Program Planning Context: report. August 2008. https://gltoolkit.centraldesktop.com/community/av&ac=vr&recid=2899092)
Cultural Post Offices on the ways to connect farmers to the world. Rural economics, 11/12/2008.http://www.vietnamgateway.org/vanhoaxa/dbdvhx.php?action=thongtin&chu yenmuc=0901&id=081211125019)
National Library Vietnam staffs portraits: 90 years of development 1917-2007. Hanoi, 2007.
Education programs on library science and information. International workshop on university education programs on library science. Ho Chi Minh City 20/2/09. (http://gralib.hcmuns.edu.vn/gsdl/collect/htdhsg/index/assoc/HASH7425.dir/doc.pdf)
Services of public libraries in Vietnam: Workshop proceedings, Lang Son, August 2003, NLV, 2003. P.23
David Fuegi and Monika Segbert. Instruments and Methodologies: Latvia and Lithuania Planning 2007. March 2007. (https://gltoolkit.centraldesktop.com/community/av&ac=vr&recid=2207290)
Duong Thai Nhon. Some thoughts in library staff in information technology periods January 2006. (http://www.glib.hcmuns.edu.vn/bantin/bt106/Bai6.pdf)
Project documents of GHD managed and jointly developed by RMIT, East Meets West Foundation in Vietnam. (http://www.ghd.com.au/aptrixpublishing.nsf/Content/LearningResourceCentres_prjViet)
Introduction on GHD Company Ltd. in Vietnam. (http://www.ghd.com.au/aptrixpublishing.nsf/Content/Vietnam_off_Viet)
Global Libraries Romania: Pilot site Assessment. December 24, 2008. (https://gltoolkit.centraldesktop.com/community/av&ac=vr&recid=2938693)
Workshop communication and cultures and attitudes of librarians. 19/11/2008. (http://www.lic.vnu.vn/website//index.php?option=com_content&task=view&id=2029&It emid=212) http://news.vnu.edu.vn/ttsk/Vietnamese/C1737/C1757/C2001/2007/03/N14652/?35
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 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.2004-06- 09.1932/2007/2007_00001/MItem.2007-02-12.0118/MArticle.2007-02- 12.0144/marticle_view)
Nguyen Thi Hanh. Library in digital environment. 2004. (http://vst.vista.gov.vn/home/database/an_pham_dien_tu/MagazineName.2004-06- 09.1932/2004/2004_00001/MItem.2004-06-09.2257/MArticle.2004-06- 09.3902/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.2004-06- 09.1932/2008/2008_00001/MItem.2008-02-25.0121/MArticle.2008-02- 26.5443/marticle_view)
UNDP 2008. Human Development Report 2008.
51 IT application to district libraries: A long road ahead! 27/6/2008. (http://203.162.71.77:100/vn/doisongict/4223/index.aspx)
Roles of librarians in internet era. Community book corners forums. 30/3/2009. (http://tusachcongdong.com/forums/yaf_postst21_VAI-TR210-CA-TH-TH-TRONG-K- NGUY202N-INTERNET.aspx)
Vietnam: Social/cultural/ICT4D/public libraries/other service models. Prepared for Global Libraries, Bill & Melinda Gates Foundation. 2006-2007.
52 ANNEXES
ANNEX 1: LIST OF SURVEY WORKERS
No, Name Survey Sites (District/Commune) Thai Nguyen Province Group leader: Nguy!n Th" Thu 1 Ph#m B Khoa
2 M Hong H$ng
1. District library of of V Nhai 2. Lu Th$%ng Communal CPO (district V Nhai) 3. Cc &$'ng Communal CPO (district V Nhai) 4. Trng X Communal CPO (district V Nhai) 5. Dn Ti(n Communal CPO (district V Nhai) 6. District library of &)ng H* 7. Ho Th$%ng Communal CPO (district &)ng H*) 8. Ho Bnh Communal CPO (district &)ng H*) 9. H%p Ti(n Communal CPO (district &)ng H*) 10. Khe Mo Communal CPO (district &)ng H*) Group leader: &+ng Th" Mai 3 Ph#m Mai Hoa
14 Lm V5n Tuyn 1. District library of Ti;u C<n 2. Hi(u T= Communal CPO (Ti;u C<n) 3. Ph C<n Communal CPO (Ti;u C<n) 4. District library of Cng Long 5. Ph$.ng Th#nh Communal CPO (Cng Long) 6. Huy4n H9i Communal CPO (Cng Long) 7. District library of C<u K. 8. Ho n Communal CPO (C<u K) 9. Ho Tn Communal CPO (C<u K). 10. L$.ng Ho A Communal CPO (Chu Thnh) Group leader: Don Anh &3c 15 Tr<n Th" Ngoi
16 Tr$.ng Th" Thu> 1. District library of Duyn H?i. 2. Hi@p Th#nh Communal CPO (Duyn H?i) 3. NgA L#c Communal CPO (Duyn H?i) 4. Tr$'ng Long Ho Communal CPO (Duyn H?i). 5. Nh" Tr$'ng Communal CPO (C<u ngang) 6. Kim Ho Communal CPO (C<u ngang) 7. Long S.n Communal CPO (C<u ngang) 8. Thu/n Ho Communal CPO (C<u ngang) 9. MB Long B:c Communal CPO (C<u ngang) 10. Th#nh Ho S.n Communal CPO (C<u ngang). 11. Ho Minh Communal CPO (Chu Thnh) 12. Ho L%i Communal CPO (Chu Thnh) 13. Thanh MB Communal CPO (Chu Thnh) Group leader: &+ng Th" Mai TAF: Nguy!n Thu HCng 17 Nguy!n Mai Lan
18 Tr<n Th" Thanh Tm 1. District library of Tr C. 2. An Quang HDu Communal CPO (Tr C) 3. &n Xun Communal CPO (Tr C) 4. Ng,c Bin Communal CPO (Tr C) 5. Long Hi@p Communal CPO (Tr C) 6. Kim S.n Communal CPO (Tr C).
54 ANNEX 2: SURVEY SITES
I Ngh! An province 1 Library of Ngh@ An 2 District library of Qu7nh L$u District of Di!n Chu 3 CPO Dien Thinh 4 CPO Dien Van District of Nghi L9c 5 CPO Nghi hoa 6 District library of Yn Thnh 7 CPO Trung Thnh 8 District library of H$ng Nguyn 9 District library of Nam &n 10 CPO Nam Anh District of Thanh Ch$.ng 11 CPO Thanh D$.ng 12 CPO &ng V5n District of & L$.ng 13 CPO Van Son 14 CPO Giang S.n District of Anh S.n 15 CPO Phc S.n 16 CPO Th#ch S.n District of Con Cung 17 CPO Mn S.n 18 CPO M/u &3c District of Tn K7 19 CPO Tan Ph 20 CPO K7 Tn District of T$.ng D$.ng 21 CPO L$u Ki4n District of K7 S.n 22 CPO T C# District of Ngh-a &n 23 CPO Ty Hi(u 24 CPO &ng Hi(u District of Qu7 H%p 25 CPO Chu Quang 26 CPO Chu L9c 27 District library of Qu7 Chu 28 CPO Chu Ti(n 29 CPO Commune Ti4n Phong 30 CPO Commune M$'ng N,c II Thai Nguyen province 1 Thi Nguyn library 2 District library of V Nhai 3 CPO Dn Ti(n, 4 CPO Trng X 5 CPO Cc &$'ng 6 CPO Lu Th$%ng 7 District library of Ph L$.ng 8 CPO Yn Ninh 9 CPO n L$.ng 10 CPO T3c Tranh 11 District library of &)ng H* 12 CPO Ho Th$%ng 13 CPO H%p Ti(n 14 CPO Khe Mo 15 CPO Ho Bnh 16 District library of &"nh Ho 17 CPO Trung L$.ng 18 CPO Tn D$.ng 19 CPO Bnh Thnh 20 CPO &i4m M#c 21 Town district Sng Cng 22 CPO Bnh S.n Thi Nguyn city 23 CPO Tn C$.ng District of Ph Bnh 24 CPO Kha S.n 25 CPO D$.ng Thnh 26 CPO Tn Khnh District of Ph0 Yn 27 CPO Phc Thu/n District of &#i T1 28 CPO V#n Th, 29 CPO H Th$%ng 30 CPO L2c Ba
55
III Tra Vinh province 1 Provincial library of Tr Vinh 2 District library of Cng Long 3 CPO Phuong Thach 4 CPO Huy4n H9i 5 District library of Duyn H?i 6 CPO Hi@p Th#nh 7 CPO NgA L#c 8 CPO Tr$'ng Long Ha 9 District library of C<u K 10 CPO Ha n 11 CPO Ha Tn 12 District library of Tr C 13 CPO An Qung HDu 14 CPO &n Xun 15 CPO Ng,c Bin 16 CPO Long Hi@p 17 CPO Kim S.n 18 District library of Ti;u C<n 19 CPO Hi(u T= 20 CPO Ph C<n District of C<u Ngang 21 CPO Th#nh Ha S.n 22 CPO Nh" Tr$'ng 23 CPO Kim Ha 24 CPO Long S.n 25 CPO Thu/n Ha 26 CPO MB Long B:c District of Chu Thnh 27 CPO L$.ng Ha A 28 CPO Ha Minh 29 CPO Ha L%i 30 CPO Thanh 56
ANNEX 2b: MAP OF 90 SURVEY SITES
30 survey sites in Ngh! An
Library of CPC of Library of Library of Nghe An Provincial Library
hospital Library
school CPC Hospital Communal CPO District library School 57
30 survey sites in Tr Vinh
! Tra Vinh Hospital 1 km
! Ph!"ng Th#nh ! Ph C$n 7 km 5 km ! Hi%u T& ! T'p Ngi Primary School 8 km ! Cng Long town ! Huy(n H)i 5 km 0.5 km 5 km ! Ti*u C$n Center 0,5 km
Tra Vinh town 0 km
Cng Long 20Km Ti*u C$n 25 km
! Hi+p Th#ch 1km ! Ng, L#c 9km ! An Qu-ng H.u 9 km ! Long Ho school 46km Duyn H-i ! /n Xun 19 km ! Duyn H-i center 0,5km 51km Tr C ! Ng0c Bin 4 km ! Long Toan 0,5km 36 km ! Long Hi+p 1 km ! Kim S"n 9 km ! TT Tr C 0,5 km
Chu Thnh 7km C$u Ngang " M1 Long 9 km C$u K 26 km ! Th#ch Ho S"n24km 45 km ! Nh2 Tr!3ng 24km ! L!"ng Ho A 3km ! Kim Ha 9km ! Ho Minh 23km ! Ho n 5km ! Long S"n 9km ! Ho L4i 3km ! Ho Tn 10km ! Thu'n Ho 9km ! Thanh M1 8km ! C$u K center 0,5km ! M1 Long B5c 4km ! TRAVINH LIBRARY Note: CPO ! Hospital # Library ! CPC " School # Military unit " 58
H6 Ni 80km TVH Ph L-ng 20km 7i T district hospital 0,5km TVH 8nh Ho 50km Ph Yn district 26km TVH V Nhai 40km Library of Sng Cng town 20km CPC Sn Cm 10km BVH x Tn D-ng 5km Communal CPO Trung L-ng 7km Communal CPO B9nh Th6nh 15km Communal CPO im M7c 15km Communal CPO Tr6ng X 15km Communal CPO Dn Tin 10km Communal CPO Lu Th-ng 5km Communal CPO Cc -ng 15km Communal CPO n L-ng 10km Communal CPO Tc Tranh 8km Communal CPO Yn Ninh 15km Communal CPO Tn C-ng 10km Communal CPO B9nh Sn 8km Communal CPO Khe Mo 10km Communal CPO Ho Th-ng 9km TVH ng H 5km Communal CPO Hp Tin 10km Communal CPO Ho6 B9nh 12km Ph B9nh district 25km Communal CPO Kha Sn 7km Communal CPO D-ng Th6nh 5km Communal CPO Tn Khnh 12km Communal CPO Phc Thun 15km Communal CPO H6 Th-ng 10km Communal CPO Lc Ba 8km Ph Yn district 25km Communal CPO V7n Th 12km Ho6ng Vn Th school 8km Thai Nguyen Provincial Library 29, Bn T-ng, Thai Nguyen city Communal CPO Dinh Hoa district library 50 km Phu Luong district library 20 km Vo Nhai district library 40 km Dong Hy district library 5 km 30 survey sites in Thai Nguyen
59
ANNEX 2c: SOME PHOTOS ON FACILITIES OF SURVEYED SITES
Reading Room at Thai Nguyen Public Library
Phu Luong District Library, Thai Nguyen Province
Binh Thanh CPO, Thai Nguyen Province
Tuc Tranh CPO, Phu Luong district, Thai Nguyen Province 60
Reading Room at Nghe An Public Library
Cang Long District Library, Nghe An Province
Ta Ca CPO, Ky Son district, Nghe An Province
The road to Ta Ca CPO, Ky Son district, Nghe An Province 61
Tay Hieu CPO, Nghia Dan district, Nghe An Province
Ky Tan CPO, Tan Ky district, Nghe An Province
Chau Tien CPO, Quy Chau district, Nghe An Province
Bookshelf of Tien Phong CPO, Que Phong district, Nghe An Province 62
Tra Vinh Public Library
Duyen Hai District Library, Tra Vinh Province
Long Hiep CPO, Tra Cu district, Tra Vinh Province
Signboard of Ngoc Bien CPO, Tra Cu district, Tra Vinh Province 63
Don Xuan CPO, Tra Cu district, Tra Vinh Province
Kim Son CPO, Tra Cu district, Tra Vinh Province
Long Hiep CPO, Tra Cu district, Tra Vinh Province
An Quang Huu CPO, Tra Cu district, Tra Vinh Province 64
i L!ng Sn 150km ANNEX 3: QUANTITY AND PC STATUS AT 72 SURVEYED CPOS No Province/District Communal CPO Number of PCs I Nghe An province 1 Di"n Chu district B#VH Di"n Th$nh 2 2 YnThnh district CPO Trung Thnh 1 3 Nam #n district CPO Nam Anh 6 4 CPO Thanh D%&ng 1 5 Thanh Ch%&ng district CPO #ng V'n 10 6 T%&ng D%&ng district CPO L%u Ki(n 3 7 K) S&n district CPO T C* 3 8 Qu+ Phong district CPO M%,ng N-c 3 Sub-Total 29 II Thai Nguyen province 1 CPO Cc #%,ng 1 2 V Nhai district CPO Lu Th%.ng 1 3 CPO Trung L%&ng 1 4 #$nh Ho district CPO Tn D%&ng 3 5 Sng Cng town CPO Bnh S&n 9 6 Ph Bnh district CPO Kha S&n 1 7 Ph/ Yn district CPO Phc Thu0n 1 8 #*i T1 district CPO V*n Th- 1 Sub-Total 18 III Tra Vinh province 1 CPO Ph%&ng Th*ch 12 2 Cng Long district CPO Huy(n H2i 6 3 CPO Hi3p Th*nh 6 4 CPO Ng4 L*c 6 5 Duyn H5i district CPO Tr%,ng Long Ha 8 6 C6u K district CPO Ha n 6 7 CPO An Qung H7u 6 8 CPO Ng-c Bin 4 9 Tr C district CPO Long Hi3p 6 10 CPO Hi+u T8 6 11 Ti9u C6n district CPO Ph C6n 6 12 CPO Th*nh Ha S&n 1 13 C6u Ngang district CPO Long S&n 4 14 CPO L%&ng Ha A 7 15 CPO Ha Minh 11 16 CPO Ha L.i 6 17 Chu Thnh district CPO Thanh M: 7 Sub-total 108 33 TOTAL 155 65
ANNEX 3a: Nghe An (Note: Only 9/33 CPOs in the three provinces of Thai Nguyen, Nghe An and Tra Vinh had ADSL connection; the rest used dial-up connections)
No
CPO
District Having internet
Server Internet services Used for professional work Total Connection type 1. Di"n Th$nh Di"n Chu 1 0 2 2 2. Di"n V*n Di"n Chu 0 0 0 0 3. Nghi Hoa Nghi L2c 0 0 0 0 4. Trung Thnh Yn Thnh 1 0 1 1 5. Nam Anh Nam #n 1 0 6 6 ADSL 6. Thanh D%&ng Thanh Ch%&ng 1 0 1 1 7. #ng V'n Thanh Ch%&ng 1 0 10 10 ADSL 8. V'n S&n # L%&ng 0 0 0 0 9. Giang S&n # L%&ng 0 0 0 0 10. Commune Phc S&n Anh S&n 0 0 0 0 11. Th*ch S&n Anh S&n 0 0 0 0 12. Mn S&n Con Cung 0 0 0 0 13. M0u #;c Con Cung 0 0 0 0 14. Tn Ph Tn K) 0 0 0 0 15. K) Tn Tn K) 0 0 0 0 16. L%u Ki(u T%&ng D%&ng 1 0 3 3 17. T C* K) S&n 1 0 3 3 18. Ty Hi+u TX Thi ho 0 0 0 0 19. #ng Hi+u TX Thi ho 0 0 0 0 20. Chu Quang Qu) H.p 0 0 0 0 21. Chu L2c Qu) H.p 0 0 0 0 22. Chu Ti+n Qu) Chu 0 0 0 0 23. Ti(n Phong Qu+ Phong 0 0 0 0 24. M%,ng N-c Qu+ Phong 0 0 0 3 3 TOTAL 7 0 26 3 29
66
ANNEX 3b. Thai Nguyen
No CPO District Havin g interne t Server Internet services Used for profession al work Total Connection type 1. Dn Ti+n V Nhai 0 0 0 0 2. Trng X V Nhai 0 0 0 0 3. Cc <%,ng V Nhai 1 0 1 1 4. Lu Th%.ng V Nhai 1 0 1 1 5. Yn Ninh Ph L%&ng 0 0 0 0 6. n L%&ng Ph L%&ng 0 0 0 0 7. T;c Tranh Ph L%&ng 0 0 0 0 8. Ho Th%.ng #=ng H> 0 0 0 0 9. H.p Ti+n #=ng H> 0 0 0 0 10. Khe Mo #=ng H> 0 0 0 0 11. Ho Bnh #=ng H> 0 0 0 0 12. Trung L%&ng #$nh Ho 1 0 1 1 13. Tn D%&ng #$nh Ho 1 0 2 1 3 14. Bnh Thnh #$nh Ho 0 0 0 0 15. #i(m M*c #$nh Ho 0 0 0 0 16. Bnh S&n Sng Cng 1 0 9 9 17. Tn c%&ng Thai Nguyen City 0 0 0 0 18. Kha S&n Ph Bnh 1 0 1 1 19. D%&ng Thnh Ph Bnh 0 0 0 0 20. Tn Khnh Ph Bnh 0 0 0 0 21. Phc Thu0n Ph/ Yn 1 0 1 1 22. V*n Th- #*i T1 1 0 1 1 23. H Th%.ng #*i T1 0 0 0 0 24. L?c Ba #*i T1 0 0 0 0 TOTAL 8 0 17 1 18
67
ANNEX 3c. Tra Vinh
No Communal CPO District Having internet Server Internet services Used for profession al work Total Connection type 1. Ph%&ng Th*nh Cng Long 1 1 10 1 12 ADSL 2. Huy(n H2i Cng Long 1 1 5 6 3. Hi3p Th*nh Duyn H5i 1 1 5 6 4. Ng4 L*c Duyn H5i 1 1 5 6 ADSL 5. Tr%,ng Long Duyn H5i 1 1 7 8 6. Ho n C6u K 1 1 5 6 7. Ho Tn C6u K 0 0 0 0 8. An Qu5ng H7u Tr C 1 1 5 6 9. #n Xun Tr C 0 0 0 0 10. Ng-c Bin Tr C 1 1 3 4 11. Long Hi3p Tr C 1 1 5 6 12. Kim S&n Tr C 0 0 0 0 13. Hi+u T8 Ti9u C6n 1 1 5 6 14. Ph C6n Ti9u C6n 1 1 5 6 15. Th*nh Ha S&n C6u Ngang 0 0 0 1 1 16. Nh$ Tr%,ng C6u Ngang 0 0 0 0 17. Kim Ha C6u Ngang 0 0 0 0 18. Long S&n C6u Ngang 1 1 3 4 ADSL 19. Thu0n Ha C6u Ngang 0 0 0 0 20. M: Long B@c C6u Ngang 0 0 0 0 21. L%&ng Ha A Chu Thnh 1 1 6 7 ADSL 22. Ha Minh Chu Thnh 1 1 10 11 ADSL 23. Ha L.i Chu Thnh 1 1 5 6 ADSL 24. Thanh M: Chu Thnh 1 1 6 7 ADSL TOTAL 16 16 90 2 108 68
ANNEX 4: LIST OF INTERVIEWEES
Nghe An province I Leaders of provincial/district library 1 #o Tam TAnh - Director of provincial library 2 Nguy"n Phi Cng - Director of district library of H%ng Nguyn 3 L Quang Chung - Director of district library of Qu) Chu 4 Nguy"n V'n Mai -Director of district library of Nam #n 5 Nguy"n Ng-c Chu - Director of district library of Qu)nh L%u 6 Nguy"n V'n L*c - Director of district library of Yn Thnh II Provincial library staff 7 Hong Th$ H%&ng 8 H= Th$ Thu> 9 Phan Th$ H%,ng 10 Nguy"n Th$ Thu Nga 11 Tr6n Thi Kim Lin 12 Hong Th$ Thu Hoi 13 Nguy"n Th$ Ho 14 Nguy"n Th$ Ln 15 Lm Thu Nga 16 Nguy"n Th$ T Anh 17 Nguy"n Th$ Hi 18 L Th$ Kim Hoa 19 Nguy"nTh$ Bch ng-c 20 Nguy"n Th$ H Ph%&ng III District library staff 21 Hong Th$ Mai 22 Mai Th$ HBng 23 H= Th$ Thu> 24 H= Th$ H%&ng 25 Ph*m Th$ Bnh IV Communal CPOs 26 Nguy"n Th$ Linh 27 Hong Th$ Nhn 28 Cao Th$ Thu> Ngn 29 Nguy"n Th$ Chu 30 Nguy"n Th$ Th@ng 31 Tr6n Th$ Nhung 32 Nguy"n Th$ H* 33 L%&ng Th$ C6n 34 Nguy"n Th$ Hoi 35 L%&ng Thi Xoan 36 V Th$ Huy(n
37 L Th$ Hu> 38 Nguy"n Th$ Xoa 39 Thi Thi Lan 40 Kha Th$ Cn 41 Vi V'n Chnh 42 Tr6n Th$ Hoi 43 Tr6n Th$ Ng-c 44 Tr%&ng Th$ Y+n 45 L Th$ Thanh Huy(n 46 Vi Th$ H=ng 47 Tr6n Th$ NhD 48 L Th$ H%&ng
Thi Nguyn province I Leaders of Provincial/District library 1 D%&ng Cng Nhu0n Director of provincial library 2 L?c V'n Long- Director of district library of #=ng H> 3 #'ng Th$ Ph%&ng in charge of town library of Sng Cng 4 #o Th$ Li"u- in charge of district library of #$nh Ho 5 Tr6n #;c T$ch, Director of Culture Session of V Nhai district II Provincial library staff 6 Nguy"n Th$ Dung 7 Ph*m B Khoa 8 Nng V'n Hng 9 LE Th$ M%,i 10 Nguy"n Th$ N2i 11 Tri3u Th$ Tm III District library staff 12 L Kim Lan 13 Mai Th$ Ng-c Hu,ng 14 #Fng Th$ Th%&ng 15 Nguy"n Th$ Mi 16 #o Th$ Li"u 17 #Fng Th$ Th%&ng 18 Tr$nh Th$ HBng IV Communal CPOs 19 Hong Th$ Thm 20 B+ Th$ L%.ng 21 Ma V'nTng 22 Lun M*nh Thn 23 Tr%&ngTh$ nh 69
24 Phan Th$ HBng 25 B+ Th$ Nga 26 Ph Th$ Th&m 27 #on Th$ Mai 28 Bi Th$ Kim Anh 29 Nguy"n Th$ Chnh 30 Nguy"n #inh #;c 31 Nguy"n V'n H5i 32 Nng Th$ Th@m 33 Nng #nh Hng 34 #o Th$ Mai 35 V%&ng Tu3 Minh 36 Nguy"n Th$ Oanh 37 Nguy"n Th$ Y+n 38 V4 Th$ Ly 39 V4 Th$ Lan Ph%&ng 40 L V'n S8 41 Nguy"n Th Nguyn 42 Tr6n Th$ HBng
Tra Vinh province I Leaders of Provincial/District library 1 Nguy"n Mai Lan Vice Director of provincial library 2 Th*ch Sang , Vice Head of Culture Session of Tr C district 3 Nguy"n V'nTh%.ng, Head of Culture Session of Cng Long district 4 Tr%&ng Th$ ThuE, in charge of district library of Duyn H5i 5 Hu)nh H7u NghGa, Vice Head of Culture Session of C6u K district 6 Nguy"n Hong S&n, Vice Head of Culture Session of Ti9u C6n district II Provincial library staff 7 Nguy"n Th$ Ph%&ng 8 Trang Th$ M: Dung 9 Nguy"n Th$ Thu 10 L Hong Y+n 11 Th*c Th$ Ng-c Lan 12 Tr6n Th$ Mi 13 Tr6m Th$ Ngoi 14 Lm V'n Thn 15 Nguy"n Ng-c S%&ng 16 Nguy"n Thanh Phong 17 L Th$ Nam Ph%&ng 18 Lm V'n Tuyn 19 L V'n H B@c 20 Nguy"n Thnh Trung 21 Tr%&ng V'n Yn III District library staff 22 #H Th$ H=ng NhFn 23 L Th$ B N'm 24 Tr%&ngTh$ ThuE 25 L7 Th$ Thanh Loan 26 Tr6n Th$ ThanhTm 27 Th*ch Tranh IV Communal CPOs 28 Nguy"n Ph%&ng Ho 29 Nguy"n Th$ LIm 30 Nguy"n Th$ M: Duyn 31 Nguy"n Th$ Trc Linh 32 H;a Th$ CJm Nhung 33 Tin M: H*nh 34 Tr6n Th$ ThuE Ki(u 35 Tr6n PhanThuy 36 Lm Th$ #o 37 L Th$ H=ng CJm 38 Khng ThKy Khai 39 Huynh T. Diem Ph%&ng 40 T6n Th$ M: Tin 41 Chu Th$ CJm Trn 42 Phan Th$ Hi(n 43 Ph*m Th$ #Fng 44 Cao Th$ Kim C%&ng 45 L Th$ M: Ti+n 46 Ph*m Th$ Bch Thu> 47 Nguy"n Th$ Ng-c Ngoan 48 Nguy"n Th$ Bch Dung 49 Bi Th$ Nh8 70 ANNEX 5: RATE OF PATRONS CLASSIFIED BY TARGETS, GENDER AND AGE
Age Target Total Male Female <30 31-40 41-50 >50 I. Patrons 268 (100%) 136 (51%) 132 (49%) 170 (63,4%) 40 (14,9%) 20 (7,5%) 38 (14,2%) 1. Local people 104 (39%) 2. School students 86 (30%) 3.Colledge students 13 (5%) 4.Government officer 57 (21%) 5. Enterprise owners 8 (5%) II. Potential patrons 264 (100%) 144 ( 54,5%) 120 (45,5%) 141 (53,4%) 35 (13,3) 33 (12,5%) 55 (20,8%) 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%)
71 ANNEX 6: LEADING ECONOMIC SECTORS IN THE PROVINCES
No Province/district/commune Leading sectors I. Nghe An Province - Agriculture: rice, peanut, chicken, buffalo raising - Aquaculture: Fish, crab, shrimp raising - Afforestation: for paper production - Handicraft: rattan, ship building, paper production - Industry: cement, fertilizer, processing industry I.1 District Qu)nh L%u - Agriculture: rice, salt production - Aquaculture: fish raising - Handicraft: fish sauce production - Construction materials production: cement, brick II.2 Di"n Chu district
1 Di"n th$nh commune - Agriculture - Agriculture and fish processing for export - Handicraft: export furniture 2 Di"n V*n commune - Agriculture: rice, salt production - Aquaculture raising I.3 Nghi L2c district
3 Nghi Hoa commune - Agriculture I.4 Yn Thnh district - Agriculture: rice, farming plants - Industry: small mechanics, civil construction - Trade 4 Trung Thnh commune - Mainly agriculture I.5 H%ng Nguyn district - Agriculture: 90%. - Handicraft: rattan, candy production - Trade I.6 Nam #n district - Agriculture - Tourist service - Handicraft 5 Nam Anh commune - Mainly agriculture - Handicraft: furniture, civil construction I.7 Thanh Ch%&ng district
6 Thanh D%&ng commune - Agro forestry 7 #ng V'n commune - Agriculture - Handicraft: knitting from agriculture I.8 # L%&ng district
8 V'n S&n commune - Agriculture - Small trader 9 Giang S&n commune - Agriculture I.9 Anh S&n district 10 Phc S&n commune - Agriculture - Small trader 11 Th*ch S&n commune - Agriculture: rice cultivation, husbandry I.10 Con Cung district 12 Mn S&n commune - Mainly agriculture 13 M0u #;c commune - Agro forestry I.11 Tn K) district 14 Tn Ph commune - Agriculture: sugarcane, rubber, orange, rice, peanut, 72 husbandry of pig, chicken, buffalo - Handicraft: brick production, manioc processing - Small trade along roads 15 K) Tn commune - Agriculture: rice, sugarcane, maize, husbandry of cow, pig and chicken, fishing - Forestry: gum and keo plants. - Handicraft: knitting, brick production I.12 T%&ng D%&ng district 16 L%u Ki(n commune - Agro forestry I.13 K) S&n district 17 T C* commune - Agro forestry I.14 NghGa #n district - 18 Ty Hi+u commune - Agriculture: rice, coffee, manioc, husbandry of cow, pig and chicken, fishing 19 #ng Hi+u commune - Agriculture: coffee, rubber, rice, husbandry of cow, pig and chicken, fishing I.15 Qu) H.p district 20 Chu Quang commune - Agriculture: rice, maize, husbandry of cow, pig and chicken - Handicraft: rattan - Industry: stone exploitation and production. 21 Chu L2c commune - Agriculture: rice, maize, husbandry of cow, pig and chicken - Forestry: plantation - Industry: stone exploitation and production. I.16 Qu) Chu district - Agriculture: rice, husbandry of cow, chicken and pig - Forestry: keo plantation (forestry holds 70% of the area) - Handicraft : local embroidery, production of frankincense - Tourism 22 Chu Ti+n commune - Agriculture: Rice, maize, manioc, husbandry of cow, pig and chicken - Forestry: keo plantation - Handicraft: local embroidery I.17 Qu+ Phong district
23 Ti(n Phong commune - Agriculture: rice, husbandry of cow, pig and chicken - Forestry: keo plantation 24 M%,ng N-c commune - Agriculture: rice, husbandry of cow, pig and chicken - Forestry: keo plantation - Handicraft: local embroidery, small trade II Thai Nguyen Province
- Industry : mineral exploitation - Agriculture: tea and fruit plantation, local embroidery, husbandry of cow, pig and chicken - Forestry: keo plantation for paper production - Tourism II.1 V Nhai district - Agriculture: tea, cigarette production, husbandry. 1 Dn Ti+n commune - Agriculture: rice, husbandry of pigs, chickens and cows 2 Trng X commune - Agriculture: tea, rice, maize, husbandry of pig and chicken 73 3 Cc #%,ng commune - Agriculture: rice, maize, husbandry of cow, pig and chicken - Forestry: keo plantation 4 Lu Th%.ng commune - Agriculture: cigarette, rice, husbandry of cow, pig and chicken II.2 Ph L%&ng district - Agriculture - Industry: coal miner - Handicraft: rattan 5 Yn Ninh - Agriculture 6 Commune On L%&ng - Agriculture - Handicraft 7 Commune T;c Tranh - Agriculture: tea, rice - Trade: selling tea II.3 District #=ng H> - Agriculture: tea, farming economy - Forestry: keo plantation for paper production - Industry: mineral exploitation 8 Commune Ho Th%.ng - Agriculture: tea, rice, husbandry of pig and chicken - Handicraft :vermicelli production 9 Commune H.p Ti+n - Agriculture: rice, maize, pigs, cows 10 Commune Khe Mo - Agriculture: tea, rice, manioc - Forestry: keo plantation 11 Commune Ho Bnh - Agriculture: tea, rice, maize, fruit tree plantation, husbandry of pigs, chickens and cows II.4 District #$nh Ho - Agriculture 12 Commune Trung L%&ng - Agriculture: tea - Handicraft 13 Commune Tn D%&ng - Agriculture: rice, husbandry of pigs, chickens, cows 14 Commune Bnh Thnh - Agriculture: tea 15 Commune #i(m M*c - Agriculture: tea II.5 Sng Cng town - Industry: production of motorcycle and car engines 16 Commune Bnh S&n - Agriculture: rice, tea II.6 Thi Nguyn city 17 Commune Tn C%&ng - Agriculture: tea, rice, husbandry of pigs, chickens and cows - Tea manufacture II.7 District Ph Bnh 18 Commune Kha S&n - Agriculture: rice, husbandry of pigs, chickens, cows 19 Commune D%&ng Thnh - Agriculture: tea, rice, husbandry of pigs, chickens and cows 20 Commune Tn Khnh - Agriculture: rice, husbandry of pigs, chickens, cows II.8 District Ph/ Yn - 21 Commune Phc Thu0n - Agriculture: tea tree, rice, husbandry of pigs, chickens and cows - Tea manufacture District #*i T1 - 22 Commune V*n Th- - Agriculture; rice, husbandry of pigs, chickens, cows 23 Commune H Th%.ng - Agriculture - Industry: coal and ore exploitation 24 Commune L?c Ba - Agriculture: rice, husbandry of pigs, chickens, cows III. Tra Vinh Province - Agriculture: rice, soya-bean, sugarcane, watermelon, husbandry of pigs, chickens and cows 74 - Aquaculture: shrimps, tra fish, crabs - Handicraft: rattan - Industry: footwear production, color chemical.... III.1 District Cng Long - Agriculture: rice, husbandry of cow - Aquaculture: tra fish - Handicraft: coconut cover knitting - Industry: merchandise 1 Ph-ng Th!ch - Agriculture: rice, fruit tree plantation, pig, cows - small traders 2 Huy(n H2i - Agriculture: rice, fruit tree plantation, pigs, cows III.2 District Duyn H5i - Agriculture: rice - Aquaculture: fish raising 3 Hi3p Th*nh - Aquaculture raising (80%) - Farming plantation: (20%) 4 Ng4 L*c - Aquaculture raising - Agriculture: rice, farming plants - Farming plantation: (20%) 5 Tr%,ng Long Ha - Aquaculture raising, fishing - Agriculture: rice III.3 District C6u K - Agriculture: rice, fruit tree plantation: fruit plantation - Knitting handicraft 6 Ha n - Agriculture: rice, fruit tree plantation, pigs, chickens and cows 7 Ha Tn - Agriculture: rice, pigs, chickens and cows III.4 District Tr C - Agriculture: rice, sugarcane, husbandry of pigs, chickens and cows - Aquaculture: shrimp and tra fishes - Handicraft: Footwear production, sugarcane production 8 An Qung H7u - Agriculture; sugarcane, rice 9 #n Xun - Aquaculture: shrimps, crabs raising - Agriculture: rice, farming plants 10 Ng-c Bin - Agriculture: rice, farming plants, husbandry 11 Long Hi3p - Agriculture: cultivation, husbandry 12 Kim S&n - Agriculture: sugarcane, rice III.5 District Ti9u C6n - Agriculture: rice, fruit tree plantation, sugarcane, coconut - Aquaculture: Tra fish 13 Hi+u T8 - No information 14 Ph C6n - Agriculture: rice, fruit tree plantation, husbandry of pigs, chickens and cows III.6 District C6u Ngang 15 Th*nh Ha S&n - Agriculture: rice, farming plants - Aquaculture: shrimp raising 16 Nh$ Tr%,ng - Agriculture: rice, farming plants, chicken, cows 17 Kim Ha - Agriculture: rice, farming plants, husbandry of pigs, chickens and cows 18 Long S&n - Agriculture: rice, farming plants, husbandry of pigs, chickens and cows - Aquaculture raising 19 Thu0n Ha - Agriculture: rice, farming plants 75 - Aquaculture raising 20 M: Long B@c - Agriculture: rice, farming plants, husbandry III.7 District Chu Thnh 21 Xa L%&ng Ha A - Agriculture: rice, pigs, chickens and cows 22 Xa Ha Minh - Agriculture: rice - Aquaculture raising, fishing 23 Xa Ha L.i - Agriculture: rice, farming plants, pigs, chickens and cows - Small trades 24 Xa Thanh M: - Agriculture: rice, farming plants, pigs, chickens and cows
76 ANNEX 7: QUESTIONNAIRES
PROJECT ON BUILDING CAPACITY FOR PUBLIC LIBRARY INSTITUTIONS FOR SUPPORTING THE PUBLIC TO ACCESS INTERNET IN VIET NAM" Funded by Bill & Melinda Gates Foundation
SAMPLE 1: QUESTIONAIRE ON ORGANIZATIONS CAPACITY (For provincial and district libraries)
1. Provincial/District library of :. 2. Address: . Tel :.............................Fax:......................................Email:
8. Open time for patrons at the library: - Days per week: days, fromto..... - Open time: morning from ..am Afternoon from....pm Evening from.. pm 9. Monthly average number of patrons in the library: turn/month Total Female Male 3. Number of staff in the library 4. Qualification? PhD Master Graduate (college) High/vocational school Others (please list out)... 5. Number of librarians 6. Age of staff:? <30 31-40 41 -50 >50 7. Qualification of librarians Master Graduate (college) High/vocational school Others (please list out)...
National Library of Viet Nam 77 10. How many computers are there in the library?
Quantity 1.Total : In that :
2. Number of technical computers 3. Number of computers for searching publications 4. Number of servers 5. Number of computers for internet services
11. Does the library has an website? Yes Web address :...................................................................... Not yes What is the reason? Limited budget Lack of technical staff No demand Others: (please list out) ..
12. Has your library provided public internet services?
Yes If yes : what are the services?: - ADSL - Leased line - Dial up
No If no: what are reasons? - Limited budget - Lack of technical staff - No users demand Others (please list out).
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
78 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 - What need to be trained? Please circle appropriate figures: Basic IT knowledge (using mouse, printing, using Microsoft Office: Word, Excel, Powerpoint) 1 Solve basic mistakes (hangging, paper jam) 2 Surf news, send emails, chat 3 Use search engines (such as Google, Yahoo, ...) 4 Use online database 5 Search games 6 Design website (include setting up database and programming applied programmes) 7 Use internet telephone 8 Use sharing websites (movies, Music, Photo albums) 9 Counseling and support skills 10 Network administration (for cases of software is uninstalled, full memory of hard disk, virus attack) 11 Communication skill 12 Design and compile leaflets on the librarys internet services 13 Organize workshop to promote the librarys internet services 14 Provide trainings on exploring and using internet for users 15 Write news/articles on the librarys internet services 16
15. Is number of computer in the library sufficient to service patrons?
Not sufficient (patrons have to wait/queue) 1 Sufficient 2 Fully satisfied patrons 3 79 16. Who is the back up IT person for the CPO? IT staff of the library Outsiders Librarians Others (list out).. 17. Monthly average internet users: turn/month 18. Internet service in the library is free of charge or not? Not free of charge Free of charge 19. Does the library have any activity to improve knowledge of following users group in recent 3 years? Please circle the appropriate figures.
Users groups 19.1.Guidance on using the librarys facilities and internet 19.2. Training for users on IT 1. People with disabilities 1 1 2. Children 2 2 3. Women 3 3 4. General users 4 4 5. New-comer users 5 5
20. Which approach from the followings has been used to encourage patrons in using the librarys internet service?
1. Leaflet 1 2. Poster 2 3. Advertisement 3 4. Opened bazar 4 5. Workshop 5 6. Competition 6 7. Training 7 8. Pilot model 8 9. Others (please list out here) 9
21. Please indicate 3 issues which show the contribution of internet service to the local area.
Issues Please mark (x) in 3 most contributive issues 1. Provide information to local economy development 2. Provide information on the government/country and commercial opportunities for the local area
3. Provide guidance on internet skills and how to use internet 4. Provide information for the public on development of household economy (agriculture, aquaculture, forestry and handicraft)
5. Provide e-documents such as: schoolbooks, manuals, reference publications supporting demand for information on education, vocational and remote training
80 6. Provide information on local markets 7. Provide services for job seekers 8. Provide information on enroll programs of high schools or vocational schools
9. Provide information and documents on social situation in the area and local sectors/departments
10. Provide information and documents on institutions at central level
11. Provide internet access and other useful services (Internet telephone/calls, online transaction and sending emails)
12. Others (please list out here) ..
22. Are there any training for the library staff in recent 3 years? Please list out the trainings
TT 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 1 2. Knowledge on operating systems 2 3. Knowledge on library softwares 3 4. Knowledge on online database 4 5. Knowledge on computer hardware 5 6. Knowledge on website administration 6 7. Knowledge to design and administrate website 7 8. Skill to search information on internet 8 9. Skill to promote internet services 9 10. Skill to communicate with patrons 10 11. Other skills and knowledge Please list out here: ...................................
24. Has the library received publications provided by the Asia Foundation? Yes No 81
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 82 SAMPLE 2 QUESTIONAIRE ON INDIVIDUAL CAPACITY (for librarians of libraries at provincial and district levels)
1. Full name : ................................................................Female Male
2. Age: ...................... 3. Library: ........................................................................................................... 4. Number of years working as librarian:
From 1-2 years From 3-5 years More than 5 years
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 List out main tasks Competent level Note 1.
1 2 3 4 5 1.
1 2 3 4 5 1.
1 2 3 4 5
1. Very weak 2. Weak 3. Average 4. Good 5. Very good
83 7. Please self evaluate your IT knowledge and skills following 4 levels mentioned in the below table?
Weak Average Good Very good 1 Basic IT knowledge (using mouse, printing, using Microsoft Office: Word, Excel, Powerpoint) 1 2 3 4 2 Solve basic mistakes (hangging, paper jam) 1 2 3 4 3 Surf news, send emails, chat 1 2 3 4 4 Use search engines (such as Google, Yahoo, ...) 1 2 3 4 5 Use online database 1 2 3 4 6 Design and administrate webste 1 2 3 4 7 Use internet calls/telephone 1 2 3 4 8 Create blog and join forum and social nets like Face Book, MySpace, Yahoo, Tam tay ... 1 2 3 4 9 Use sharing websites (movies, Music, Photo albums) 1 2 3 4 10 Network administration (for cases of software is uninstalled, full memory of hard disk, virus attack) 1 2 3 4 11 Skill to define keyworkds and search for information 1 2 3 4
8. Please self evaluate on your knowledge, skills and attitude to support, guide and attract patrons in using internet in your library?
Weak Average Good Very good 1 Counseling and support skills 1 2 3 4 2 Skills to understand users needs and demands 1 2 3 4 3 Improve internet services provided by the library 1 2 3 4 4 Communication skill 1 2 3 4 5 Design and compile leaflets on the librarys internet services 1 2 3 4 6 Organize workshop to promote the librarys internet services 1 2 3 4 7 Provide trainings on exploring and using internet for users 1 2 3 4 8 Write news/articles on the librarys internet services 1 2 3 4
84
9. What do you think about the librarys internet services?
Not satisfied Satisfied Very satisfied 1 Diversify library activities (exhibit, display, workshop, training) 1 2 3 2 Quality of activities organized by the library 1 2 3 3 Quantity of IT facilities 1 2 3 4 Quality of IT facilities 1 2 3 5 Quantity of software 1 2 3 6 Quality of software 1 2 3 7 Capacity of library staff in supporting patrons in internet room 1 2 3 8 Attitude of librarians toward patrons 1 2 3
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
85 12. What should librarian equip to improve service quality and attract patrons using internet?
No Knowledge and skills to be equipped 1. General knowledge on IT 1 2. Knowledge on operating systems 2 3. Knowledge on library software 3 4. Knowledge on online database 4 5. Knowledge on computer hardware 5 6. Knowledge on website administration 6 7. Knowledge to design and administrate website 7 8. Skill to search information on internet 8 9. Skill to promote internet services 9 10. Skill to communicate with patrons 10 11. Other skills and knowledge Please list out here: ...................................
Date (dd/mm/yyyy).. 86 SAMPLE 3: QUESTIONAIRE ON CULTURAL POST OFFICES CAPACITY (For both Organization and Individual)
I. General information on the Communal Cultural Post Office (COMMUNAL CPO ):
6. How many computers are there in the COMMUNAL CPO ?
Quantity 1.Total : In that :
2. Number of technical computers 3. Number of computers for searching publications 4. Number of servers 5. Number of computers for internet services
7. Open time for patrons at the library of COMMUNAL CPO - Days per week: days, fromto..... - Open time: morning from ..am Afternoon from....pm Evening from.. pm 8. Monthly average number of patrons in COMMUNAL CPO : turn/month Total Female Male 3. Number of staff of the COMMUNAL CPO 4. Age of staff:? <30
31- 40 31-40
41 -50
>50
5. Qualification? Graduate (college) High/vocational school Others (please list out)...
87 9. Has your COMMUNAL CPO provided public internet services?
Yes If yes : what are the services?: - ADSL - Leased line - Dial up
No If no: what are reasons? - Limited budget - Lack of technical staff - No users demand 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 88 12.2. Requirements for training on IT for staff to manage the internet room? - Number of staff to be trained:........................... staff - What need to be trained? Please circle appropriate figures: Basic IT knowledge (using mouse, printing, using Microsoft Office: Word, Excel, Powerpoint) 1 Solve basic mistakes (hangging, paper jam) 2 Surf news, send emails, chat 3 Use search engines (such as Google, Yahoo, ...) 4 Use online database 5 Search games 6 Design website (include setting up database and programming applied programmes) 7 Use internet telephone 8 Use sharing websites (movies, Music, Photo albums) 9 Counseling and support skills 10 Network administration (for cases of software is uninstalled, full memory of hard disk, virus attack) 11 Communication skill 12 Design and compile leaflets on the librarys internet services 13 Organize workshop to promote the librarys internet services 14 Provide trainings on exploring and using internet for users 15 Write news/articles on the librarys internet services 16
13. Is number of computer in the CPO sufficient to service patrons?
Not sufficient (patrons have to wait/queue) 1 Sufficient 2 Fully satisfied patrons 3
14. Who is the back up IT person for the CPO? Staff of the CPO Outsiders Others (list out).. 15. Monthly average internet users : turn/month 16. Are internet services free of charge or not? Not free of charge Free of charge 89 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 17.1.Guidance on using the librarys facilities and internet 17.2. Training for users on IT 1. People with disabilities 1 1 2. Children 2 2 3. Women 3 3 4. General users 4 4 5. New-comer users 5 5
18. Which approach from the followings has been used to encourage patrons in using the librarys internet services?
1. Leaflet 1 2. Poster 2 3. Advertisement 3 4. Opened bazar 4 5. Workshop 5 6. Competition 6 7. Training 7 8. Pilot model 8 9. Others (please list out here)
9
21. Please indicate 3 issues which show the contribution of internet service to the local area.
Issues Please mark (x) in 3 most contributive issues 1. Provide information to local economy development 2. Provide information on the government/country and commercial opportunities for the local area
3. Provide guidance on internet skills and how to use internet 4. Provide information for the public on development of household economy (agriculture, aquaculture, forestry and handicraft)
5. Provide e-documents such as: schoolbooks, manuals, reference publications supporting demand for information on education, vocational and remote training
6. Provide information on local markets 7. Provide services for job seekers 8. Provide information on enroll programs of high schools or vocational schools
9. Provide information and documents on social situation in the area and local sectors/departments
10. Provide information and documents on institutions at central level
11. Provide internet access and other useful services (Internet telephone/calls, online transaction and sending emails)
12. Others (please list out here) ..
90 II. Individual information:
20. Full name : ................................................................ Female Male
21. Ethnic group: .. 22. Age: ...................... 23. Number of years working in the COMMUNAL CPO :
From 1-2 years From 3-5 years More than 5 years
24. Highest qualification: 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 List out main tasks Competent level Note 1 1 2 3 4 5 2 1 2 3 4 5 3 1 2 3 4 5 1. Very weak 2. Weak 3. Average 4. Good 5. Very good
26. Please self evaluate your IT knowledge and skills following 4 levels mentioned in the below table?
Weak Average Good Very good 1 Basic IT knowledge (using mouse, printing, using Microsoft Office: Word, Excel, Powerpoint) 1 2 3 4 2 Solve basic mistakes (hangging, paper jam) 1 2 3 4 3 Surf news, send emails, chat 1 2 3 4 4 Use search engines (such as Google, Yahoo, ...) 1 2 3 4 5 Use online database 1 2 3 4 6 Design and administrate website 1 2 3 4 7 Use internet calls/telephone 1 2 3 4 8 Create blog and join forum and social nets like Face 1 2 3 4 91 Book, MySpace, Yahoo, Tam tay ... 9 Use sharing websites (movies, Music, Photo albums) 1 2 3 4 10 Network administration (for cases of software is uninstalled, full memory of hard disk, virus attack) 1 2 3 4 11 Skill to define keyworkds and search for information 1 2 3 4
27. Please self evaluate on your knowledge, skills and attitude to support, guide and attract patrons in using internet in the COMMUNAL CPO?
Weak Average Good Very good 1 Counseling and support skills 1 2 3 4 2 Skills to understand users needs and demands 1 2 3 4 3 Improve internet services provided by the library 1 2 3 4 4 Communication skill 1 2 3 4 5 Design and compile leaflets on the librarys internet services 1 2 3 4 6 Organize workshop to promote the librarys internet services 1 2 3 4 7 Provide trainings on exploring and using internet for users 1 2 3 4 8 Write news/articles on the librarys internet services 1 2 3 4
28. What do you think about the COMMUNAL CPO s internet services?
Not satisfied Satisfied Very satisfied 1 Diversify library activities (exhibit, display, workshop, training) 1 2 3 2 Quality of activities organized by the library 1 2 3 3 Quantity of IT facilities 1 2 3 4 Quality of IT facilities 1 2 3 5 Quantity of software 1 2 3 6 Quality of software 1 2 3 7 Capacity of library staff in supporting patrons in internet room 1 2 3 8 Attitude of librarians toward patrons 1 2 3
92 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 Knowledge and skills to be equipped 1. General knowledge on IT 1 2. Knowledge on operating systems 2 3. Knowledge on library softwares 3 4. Knowledge on online database 4 5. Knowledge on computer hardware 5 6. Knowledge on website administration 6 7. Knowledge to design and administrate website 7 8. Skill to search information on internet 8 9. Skill to promote internet services 9 10. Skill to communicate with patrons 10 6. Other skills and knowledge Please list out here: ...................................
Date (dd/mm/yyyy).. Signature 93 ANNEX 8: INTERVIEW GUIDELINES
The project to "Enhance library capacity to promote public internet access at public library institutions in Vietnam" Funding: Bill & Melinda Gates Foundation
Sample 4.1 Interview Sheet for Users (For the Library/CPO without Internet services)
Date Location: province/district/commune: Name of interviewers:
1. Interviewees name: male Female Age................ Ethnic groups. 2. Whats your job? Government officers/staff 1 citizens (retired, housewife/ farmers/unemployed) 2 University/college students 3 Pupils 4 Business owners 5
3. Do you often read and borrow books and magazines in this library or CPO?
First time 1 Everyday 2 Several times a week 3 Once a week 4 Twice a week 5 Once a month 6 Rarely 7
4. How do you know about public library services at this library or CPO?
Via mass media 1 Through advertisement, marketing service of libraries or CPO 2 Via Friends and colleagues 3 Passing by 4 Other (please specify)......................................... 5
94 5. How do you see the public library or CPO in your view? Place to study or do homework 1 Reading and borrowing books 2 Place to make phone calls and sending/receiving posts 3 Place to get necessary information from books/documents and librarians 4 Places to get support and assistance from librarians 5
6. Do you borrow the books/documents from other places other then libraries?
Only at libraries 1 Other libraries/CPO 2 Friends 3 Community learning centers 4 Others (please specify)
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 1 Because the service are free of charge here 2 Because there are many books and documents that I need 3 Because I can use multimedia facilities (e.g. DVD players) 4 Because librarians are enthusiastic and introduce new books, magazines and documents 5 Because accessible roads to library 6 Because it is quite here 7 Others (please specify. 8
8. How do you assess this library or CPO?
Very pleased Satisfactory So so Not satisfactory Difficult to judge 1 Service provision in general 1 2 3 4 5 2 Rooms and arrangement 1 2 3 4 5 3 Working time 1 2 3 4 5 4 Attitudes of librarians and CPO staff 1 2 3 4 5 5 Capacity of library and CPO staff in general 1 2 3 4 5
9. How do you assess librarians in supporting you to look for or borrowing books and documents magazines?
Very good Good Average bad Very bad 1 Librarian knowledge and skills 1 2 3 4 5 2 Skills to provide guidance and support your information needs 1 2 3 4 5 3 Attitude of librarians when serving (friendly, polite, ) 1 2 3 4 5 95 10. Have you been used any of following services of libraries and CPOs? Borrow books and magazines to read at home 1 Use reading rooms 2 Use multimedia equipment (DVD, video players) 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 1 Use reading rooms 2 Use multimedia equipment 3 Other available documents for reference from the libraries such as new books, magazines, directories, update news and information 4 Looking for document at e-directories 5 Using online database 6 Use PCs, Internet, and database of the libraries 7 Participating free of charge training on PC and internet use 8 Play games online 9 Using PCs for ward processing 10 Printing, scanning and photocopying documents 11 Save information on file, CD, DVD, memory cards 12 Looking for documents via Internet 13 Difficult to say 14
12. Have you ever used PC and internet? Not yet yes (if not skip 13,14 go to 15) 13. Where have you been used Internet?
Library and CPO 1 At home 2 At work 3 At friends house 4 Community learning centers 5 Internet cafe 6 Others: (please specify)
14. Can you say your main purposes of using internet during past years?
Necessary for work and study/learning 1 Contacting friends and families 2 Looking for necessary information related to socio-economic, cultural, and daily life . 3 To access information from the central and local levels 4 Look for information on employment and recruitment 5 Download PC software 6 Business online 7 Other (please specify) 8
96
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?
Strongly improved Improved a little bit No change Negative impacts Very negative impacts Difficult to assess 1 Create a social information network among localities and nearby regions 1 2 3 4 5 6 2 Create opportunities for employment
1 2 3 4 5 6 3 Channel to access online services of the government, online public services and banking services 1 2 3 4 5 6 4 Access training and research opportunities 1 2 3 4 5 6 5 Access information on health related issues 1 2 3 4 5 6 6 Access information on science, technology for agricultural production and animal husbandry for household economic development 1 2 3 4 5 6 7 Creating social and friend networks 1 2 3 4 5 6 8 Creating information channels to improve knowledge and updated news. 1 2 3 4 5 6 9 Saving time and money (Opportunities to compare prices, online payment, and transactions 1 2 3 4 5 6 10 Create business opportunities (looking for business partners, promote competitiveness) 1 2 3 4 5 6 11 (game online) 1 2 3 4 5 6
Please give some example: .. 97 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 1 Searching online information 2 Look up directory of libraries 3 Using online database 4 Others (please specify) 5 No needs 6 Difficult to say 7 (If the answer is no needs, skip the question 17) 17. What forms of training below you would select for yourselves?
Instruction from librarians 1 Training courses (theory and practices) 2 Printed materials 3 E-documents available at libraries (CD) 4 Guidance from Website of the libraries 5 All above forms 6 Difficult to say 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
98 Sample 4.2
Interview Sheet for Users (For the Library/CPO having Internet service already)
Date Location: province/district/commune: Interviewer name :
Interviewer state the purposes of the interview.
1. Interviewee name: male Female age...............Ethnic 2.What is your job? Government officer/ staff 1 Citizens (retired, housewife, farmer, unemployed) 2 University/ college students 3 Pupils 4 Business owners 5
3. Do you often read and borrow books and magazines in this library or CPO?
First time 1 Everyday 2 Several times a week 3 Once a week 4 Twice a week 5 Once a month 6 Rarely 7
4. How do you know about public library services at this library or CPO?
Via mass media 1 Through advertisement, marketing service of libraries or CPO 2 Via Friends and colleagues 3 Passing by 4 Other (please specify)......................................... 5
5. How do you see the public library or CPO in your view? Place to study or do homework 1 Reading and borrowing books 2 Place to make phone calls and sending/receiving posts 3 Place to get necessary information from books/documents and librarians 4 Places to get support and assistance from librarians 5 99
6. Do you use internet in other places other libraries?
Only here 1 Other libraries/CPO 2 At home 3 At work 4 Friends house 5 Community learning centers 6 Internet cafe 7 Others (please specify) 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 1 Because the service are free of charge here 2 Because there are many books and documents that I need 3 Because I can use multimedia facilities (e.g. DVD players) 4 Because librarians are enthusiastic and introduce new books, magazines and documents 5 Because accessible roads to library 6 Because it is quite here 7 Others (please specify. 8
8. How do you assess this library or CPO?
Very pleased Satisfactory So so Not satisfactory Difficult to judge 1 Service provision in general 1 2 3 4 5 2 Rooms and arrangement 1 2 3 4 5 3 Working time 1 2 3 4 5 4 PC 5 Software 6 Internet access speed 7 Attitudes of librarians and CPO staff 1 2 3 4 5 8 Capacity of library and CPO staff in general 1 2 3 4 5
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) 100 10. How do you assess staff in providing support and guidance for PC and internet use?
Very good Good So so Weak Very weak 1 Library knowledge on PC 1 2 3 4 5 2 Skills to support users 1 2 3 4 5 3 Attitude of librarians 1 2 3 4 5
11. Have you used any of following services below? 12. A part from service that you already used what are following services that youd like to use in the future? Q. 11. Have used Q. 12. Want to use Borrowing books and documents 1 1 Use reading rooms 2 2 Use multimedia equipment (DVD players) 3 3 Reference documents on updated information, new documents, information related to localities 4 4 Search information on directory 5 5 Use online database 6 6 Consultation with librarians on (PC and internet use and online database) 7 7 Participate in training on PC and internet use for free 8 8 Play game online 9 9 Use PC for word processing 10 10 Printing, scanning and photocopying documents 11 11 Save information on files, CD, DVD, and memory cards 12 12 Search information from Internet 13 13 Difficult to say 14 14
13. Have you been used internet for what purpose in the past years? (both at libraries and other places)
For work and study 1 Contacting friends and families 2 Searching information on economics, social, health, culture, banking and related to your locales... 3 Access information from the central and local level 4 Searching information on employment 5 Download computer software 6 Online business 7 Other (please specify 8
101 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?
Strongly improved Improved a little bit No change Negative impacts Very negative impacts Difficult to assess 1 Create a social information network among localities and nearby regions 1 2 3 4 5 6 2 Create opportunities for employment
1 2 3 4 5 6 3 Channel to access online services of the government, online public services and banking services 1 2 3 4 5 6 4 Access training and research opportunities 1 2 3 4 5 6 5 Access information on health related issues 1 2 3 4 5 6 6 Access information on science, technology for agricultural production and animal husbandry for household economic development 1 2 3 4 5 6 7 Creating social and friend networks 1 2 3 4 5 6 8 Creating information channels to improve knowledge and updated news. 1 2 3 4 5 6 9 Saving time and money (Opportunities to compare prices, online payment, and transactions 1 2 3 4 5 6 10 Create business opportunities (looking for business partners, promote competitiveness) 1 2 3 4 5 6 11 (game online) 1 2 3 4 5 6
Please give some example: .. 102 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 1 Searching online information 2 Look up directory of libraries 3 Using online database 4 Others (please specify) 5 No needs 6 Difficult to say 7 (If the answer is no needs, skip the question 16)
16. What forms of training below you would select for yourselves?
Instruction from librarians 1 Training courses (theory and practices) 2 Printed materials 3 E-documents available at libraries (CD) 4 Guidance from Website of the libraries 5 All above forms 6 Difficult to say 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
103 Sample 5:
Interview Sheet for Potential Users (For the Library/CPO with and without Internet service)
Date Location: province/district/commune: Interviewer name :
Interviewer state the purposes of the interview.
1. Interviewee name: male Female age................ Ethnic 2.What is your job? Government officer/ staff 1 Citizens (retired, housewife, farmer, unemployed) 2 University/ college students 3 Pupils 4 Business owners 5
3. Have you heard about this library or CPO?
Not yet 1 Yes 2 From Mass media 3 Information for libraries and CPOs Friends and colleagues 4 Passing by and see 5 Difficult to say 6
4. How do you view the library and CPOs? Place to study or do homework 1 Place to borrow books and use multimedia equipment 2 Place to make phone calls and sending/receiving posts 3 Public Internet access places 4 Place to get information from books and documents and from librarians 5 Place to get support and guidance from librarians 6 Difficult to say 7
104 5. Where have you been borrowed books/ magazines and used multimedia and use internet access services? Reading and borrowing books Internet Never 1 1 At home 2 2 Other library and CPO 3 3 At work (office or schools) 4 4 Friends 5 5 Community learning centers 6 6 Internet cafe 7 Others (specify)
Note for interviewers: a. In case interviewees have been used one of above services at any places, Interviewers will continue with Q.6 to Q.11. b. In case interviewee has never been used any of above services, interviewer has to explain and introduce that services will be available soon at that library or CPO (emphasize the use of internet). In that case you will continue to ask Q.10 and Q.11
6. Can you give the reasons why you have not use library services including internet at library or CPO? (Do not mention Internet if its not available)
Library Services: Because book and documents and equipment are out of date and do not meet my needs 1 Because the library does not lend the books 2 Internet services Not available 3 Do not know library and CPO have this service 4 Internet connection speed is slower than in other places 5 Lack of CPs so I have to wait for long time. 6 Skills of staff are weak and so can not provide guidance and support 7 For both library and internet services Noisy and scrambled 8 Not convenient or easy to get there 9 Because of librarians attitudes 10 Working hours are not suitable 11 Other (please specify).
105 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 1 Contacting friends and families 2 Searching information on economics, social, health, culture, banking and related to your locales... 3 Access information from the central and local level 4 Searching information on employment 5 Download computer software 6 Online business 7 Other (please specify 8
8. When you know that this library and CPO have internet services, do you want to use? Yes No Why not? ........................................................................................................................................................................
Note to the interviewers in three cases: a. Yes but they have never used services in any places, only ask Q10 and 11. b. Yes, but they have been used services in one of places, continue with Q 9 to Q11 c. No to all above, stop the interview here
9. In the coming times, library and CPOs will improve services provided including internet services (or improved existing internet services) can you suggest some solutions to attract users? 9.1. Infrastructures: areas, arrangements of reading rooms, PCs, chairs and tables, equipment, books and documents (quantity and types) 9.2. IT infrastructure : quantity/ quality of internet services 9.3. How service should be organized, opening hours, etc 9.4. Librarians: quantity and quality (knowledge and IT skills, service attitude when provide supports to users, )
10. Library and CPOs will provide training for PC and internet use skills, do you want to participate?
General IT knowledge 1 Search information online 2 Use directory of the library 3 Use online database 4 These two are only suggested for library patrons Other (please specify) 5 No need 6 Difficult to say 7
(If No need skip Q. 11)
106 11. How do you want to improve your internet and PC skills?
From librarians 1 Via training courses 2 Printed materials 3 Via e-documents at libraries and CPOs (CD) 4 Online documents for library/CPO Website 5 Only for library patrons All above forms 6 Difficult to say 7 107 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 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. Rooms, tables, chairs, and other facilities? 4.3. Professional capacity and behavior of librarians? 4.4. Capacity building for staff of library/cultural post office (self-education, self training through internal experience sharing, sending staff to training courses, and annual budget for professional training)? 4.5. Training, guiding, and consulting activities for users? 4.6. Propaganda and advertisement methods to attract users to the library/cultural post office (leaflets, posters, advertisements, open festivals, workshops, competitions, training courses, etc.)? 5. In the upcoming time, the library/cultural post office will be equipped with desktops and internet services. Please name some advantages and disadvantages in providing services to local citizens.
108 II. Personal information (library/cultural post office staff) 1. List of librarians interviewed: Order Name 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? 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 the questionnaire)? Please choose from the following: Consultation with IT persons from training centers 1 Participation in training courses (theory and practice on desktops incorporated) 2 Printed manuals 3 Electronic manuals available in the library (CD) 4 109 Workshops for experience sharing 5 A combination of all the above 6
7. In the upcoming time, if participated in the training courses on computer/Internet 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?
110 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.
111
II. Personal information (library/cultural post office staff) 1. List of librarians interviewed: Order Name 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? 112 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 1 Participation in training courses (theory and practice on desktops incorporated) 2 Printed manuals 3 Electronic manuals available in the library (CD) 4 Workshops for experience sharing 5 A combination of all the above 6
9. In the upcoming time, if participated in the training courses on computer/Internet 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?