Frequently Asked Questions (FAQ) Utropolis Glenmarie General Enquiries Find answers to common problems. Opening Hours Q: What are the Library opening hours? A: Please see Libraries for opening hours. Library Contact Q: What are the telephone number/email address to contact the Library? Tel: 03-5565 0578 Email: [email protected] Membership Q: How do I become a library member? All UOW Malaysia current enrolled students and active FT staff are automatically registered as library member. PT staff, alumni of UOW Malaysia and outsiders, please contact us for further information. You will need to do a one-time registration at the Library Circulation Counter to start borrowing. Circulation Enquiries Q: How many books can I borrow at any one time? A: There are several categories of membership, please refer to Our Services for borrowing privileges. Q: How long can I borrow a book? A: Please refer to Our Services for loan period. Q: How do I renew my books? A: You can renew your books online. If you encounter problem renewing online, please check with the library staff at the Library Circulation Counter, drop us an email or telephone the Library for assistant. Q: How do I renew my books online? A: Please log-in the system http://webpac.uow.edu.my to enable you to do this. To login, key in your student/staff number and your default password (last 4 digits of your NRIC/Passport number). Please see our tutorial on Online Renewal. Q: How many times can I renew a book? A: As a student, you can renew your book ONCE. Academic staff have unlimited renewal on borrowed books. Please note that this can be done online provided no other user has placed a reservation. Q: How can I reserve books online? A: Please log-in the system http://webpac.uow.edu.my to enable you to do this. To login, key in your student/staff number and your default password (last 4 digits of your NRIC/Passport number). Please see our tutorial on Online Reservation. Q: What are the charges for late return of books, ie past its due date? A: Please find the fines as indicated in the table below: Collections Fines Open Shelf Collection RM 1.00/ day Short Loan Collection RM 10.00/ day Q: Where can I return library materials? A: Please return library materials at the Library Circulation Counter. There is a book drop located outside the Library entrance. You may return library books 24 hours/7 days per week. Please note that the book drop is for library book returns only. Audiovisual materials must be returned at the Library Circulation Counter. Q: What should I do if I lose a library item checked out to me? A: Please report the lost library item immediately by coming to the Library Circulation Counter. Interlibrary Loan (ILL) Q: What is Interlibrary Loan? A: Interlibrary Loan is a service that obtain library materials not held by UOW Malaysia Library. Q: Who is eligible? A: UOW Malaysia staff, post-graduate and undergraduate students. Q: How long does it take? A: Most requests can be fulfilled within 14 working days. Some materials may take longer, depending on where the lending library is located. Your request will be cancelled if we are not able to fulfil your request by the deadline you indicate on the Document Delivery/ Interlibrary Loan Request Form. Q: How much does it cost? A: Usually there is no charge for ILL. If the material is very expensive, the library may contact you to discuss the cost. Q: What is the duration of the loan? A: It is entirely dependent on the policy of the lending library. Materials not available via ILL Rare book collection Books in poor condition Materials which are considered reference materials Materials which a particular library is unwilling to lend Software Audio visual materials Materials on reserve Periodicals ILL is a service available to UOW Malaysia staff and students as a privilege. Requesters are expected to comply with the current copyright laws and use these materials appropriately and ethically. If the materials is returned late or is lost/ damaged, the requestor is responsible for all the fines or costs incurred. Q: How do I request for ILL? A: To request for ILL, please fill in the Document Delivery/ Interlibrary Loan Request Form and send it to the Library. For UOW Malaysia staff, the form can be obtained from the QMS Policies and Procedures in SharePoint. For UOW Malaysia students, please fill out the Form at the Library’s Circulation Counter. Document Delivery (DD or DocDel) Q: What is document delivery? A: Document Delivery is a service that provides journal/ magazine articles not available in UOW Malaysia’s e-Databases or e-journals collections. Q: Who is eligible? A: UOW Malaysia staff, post-graduate and undergraduate students. Limitations to the service Requests are for UOW Malaysia-related teaching, learning and research activities only. Q: How long does it take? A: Turnaround times will vary depending on the volume of requests needing to be processed. Most requests can be fulfilled within 14 working days. Your request will be cancelled if we are not able to fulfil your request by the deadline you indicate on the Document Delivery/ Interlibrary Loan Request Form. Summary of Document Delivery Service by Patron Type Patron Privileges Undergraduates No charge for first 10 documents a year. Cost of document + RM2 handling charge per document. Graduate Students (Approval by Supervisor required) No charge for first 30 documents a year. Cost of document + RM2 handling charge per document are incurred after 30 documents. Academic/ Research Staff (Approval by Head of School/ Academic Department Head) Unlimited number of document free of charge. Support Staff (Approval by Head of School/ Academic Department Head/ Head of Department) No charge for first 20 documents a year. Cost of document + RM2 handling charge per document are incurred after 20 documents. Document Delivery is a research service available to UOW Malaysia staff and students as a privilege. Materials delivered via document delivery are not subject to return and may be kept by the requestor in digital or paper format. Requesters are expected to comply with the current copyright laws and use these materials appropriately and ethically. Q: How do I request for document delivery service? A: To request for documents, please fill in the Document Delivery/ Interlibrary Loan Request Form and send it to the Library. For UOW Malaysia staff, the form can be obtained from the QMS Policies and Procedures in SharePoint. For UOW Malaysia students, please fill out the Form at the Library’s Circulation Counter. Library Catalogue Q: How do I find materials in the Library? A: Access the library’s online catalogue, at http://webpac.uow.edu.my Q: How do I find journal articles in the library catalogue? A: The catalogue does not show individual journal articles. To locate a particular journal article you will need these information: Title of journal Year of publication Volume/ Issue number of journal The pages on which the article can be found Search the Library Catalogue for the title of the journal and look at “Holdings” for unbound issues and “Items” for bound issues to find out whether we have that particular issue you require. Please expand your search to include resources here. Q: How do I find journal articles not held in the library? A: Click here to request it. Electronic Databases Q: How do I access the electronic resources available at UOW Malaysia Library? A: Go to the e-Resources page in the Library website https://www.uow.edu.my/library/ Q: Can I access these electronic resources from off campus? A: Yes, you can as long as you are an authorized user. Q: Do I need to login to access these electronic resources? A: Some resources will prompt you to log in with your EZproxy username and password. The login is the same as your UOW email credentials. Library Collections Q: What is the Open Shelf Collection? A: These are books that can be borrowed out of the library for a longer period. Loan period depends on category of user as indicated at Our Services Q: What is the Short Loan Collection? A: These are books that can be borrowed for 3 days. Q: Can I borrow materials from the Periodicals Collection and Reference Collection? A: No, these can only be referred to in the library. Q: Where can I refer to past examination papers? A: You can access them online via the library website https://www.uow.edu.my/library. All you need is your EZproxy login. The login is the same as your UOW email credentials. Facilities Q: Does the Library have computers? A: Yes. You can also bring in your own laptops as wireless connection is available. Q: Does the library have wireless internet access? A: Yes, you can connect to the internet through WiFi in the library. Q: How can I reserve the group study spaces – Learning Pod, Meeting Pod, Study Lounge and Brainstorming Room at library, Glenmarie Campus? A: You can reserve these facilities at the Circulation Counter. Group Study Space Policies Group study spaces accommodate 3 to 16 people, depending on the room size. Our library staff will recommend a group study space that suits your needs based on the number of people on the reservation. Reservations are available for active library users. Each room can be reserved for up to 2 hours, with reservation slots available at the top of every hour or at the top of every half-hour. To maximize the use of your room reservation, please arrive on time. To prevent the misuse of the group study spaces, we require that all individuals listed on the reservation be present at the Circulation Counter before the reserved slot start time. Reservations will be forfeited if the group does not arrive within 15 minutes. In such cases, the next reservation will start at the top of the half-hour for another 2 hours. When not reserved, rooms are available on a first-come, first-served basis. Please note that group study spaces cannot be reserved or used for invigilated exams. They are also not intended for storing personal belongings. If library staff find that reserved spaces are being used solely for storing personal items, those items will be removed and left outside of the room. The library is not responsible for unattended belongings. Users who abuse the group study space reservation procedures may face restrictions on their access to the reservation system. Library Policies, Rules and Regulations Q: What are the Do’s and Don’ts in the Library? 1. Maintain an environment conducive for study in the Library by not talking loudly, behaving in a rowdy manner or discussing freely in the Quiet Zone. If you do so, you may be asked to leave the Library. 2. Switch your mobile phones to vibrate/ silent mode when in the Library so as not to disturb other Library users. You will be penalized if you are caught receiving or making phone calls inside the Library. 3. Keep seats and Library furniture in their original positions. The reservation of seats is not permitted. During peak hours when seats are at a premium, personal belongings left unattended in the Library for more than twenty minutes on tables and chairs may be removed by the Library staff. Items left unattended at closing will be cleared and sent to the Student & Alumni Centre. The University College accepts no responsibility for removed personal belongings left in the building. 4. Handle Library materials with care. The Library intends to serve all its students and staff. Materials are to be shared for the common good, and the Library encourages users to use Library property carefully so that future users may also enjoy it. Lost, stolen, and missing books and other materials significantly damage the Library’s ability to provide the resources that students and staff need. Replacing items is expensive, and often it is impossible to buy even recent books and periodicals at any price. To protect books and periodicals from theft, the Library has installed a security system at the main exit. Materials that are not properly checked out will set off an alarm. If the alarm sounds, the user will be asked to return to the Circulation Counter for a Library staff to check for Library materials. Library staff are also conscious of the need to handle Library materials with care to extend the lifespan of the collections. No one wants to discourage use of the collections, but the Library asks users to join us in protecting the collections from damage. Library users can also help by being careful not to handle books roughly-especially older items and those that have brittle pages. We also ask users not to get Library materials wet or leave them where they will be exposed to extreme temperatures. Willful damage to Library material by theft and mutilation denies information to others. Anyone involved in such activity is subject to disciplinary measures. 5. Leave books on the tables or trolleys provided. 6. Do not litter, vandalize, and write on tables, chairs, book shelves or on walls. 7. Use the computers in the Library for research and study purposes. Do not access undesirable Internet sites, chat, email and play games on these computers. Do not install, customize or change the computer programs in any way. 8. When photocopying Library materials, please observe the Copyright Act. You may photocopy only up to 10% of a publication. 9. When leaving the Library, use the exit gate which is equipped with an Electronic Security System. 10. Library staff on duty has the right to check books, files, bags that are being taken out of the Library. 11. The Library reserves the right to amend Library rules and regulations as and when necessary. Q: What is the policy on eating and drinking in the Library? A: Consumption of food and beverages is prohibited in most of the Library’s public areas. However, food and beverages can be purchased and consumed in the Coffee Bar, Teo Soo Pin Library. Library staff will ask a user who does not follow these guidelines to comply and the Library staff reserves the right to require that the user to consume the food outside of the Library. Enforcement of the Library’s food and beverage policy is designed to ensure a clean study and work environment for users and staff, to aid in the preservation and care of collections, and to maintain a pest-free building. Food and spilled beverages attract insects and can cause damage to Library materials. Q: What if I break any of these rules? 1. Disciplinary action will be taken, and/or fines imposed on users who: Mutilate Library materials; Steal Library property; Take out Library materials without borrowing them; and/or Lose materials borrowed from the Library. 2. The following action/s will be taken against those who violate any of the Library rules and policies: Asked to leave the Library; Suspended from using the Library and/or borrowing for a period of time; and/or Have the matter reported to the relevant Head of School/ Head of Department and/or VC’s office. Others Q: How are the books in the library shelved? A: Please see our guide on How to Read Call Numbers in the UOW Malaysia Library Q: Although the book I am looking for has not been borrowed and the status is “Available” as indicated in the Library Catalogue, I cannot locate it on the shelves. Why is this so? A: There are a few possible reasons: Check if you are at the correct shelves. Books are shelved alphabetically by 3 or more letters followed by numbers. Book is currently in use by other users or left on the tables/sorting shelves. Book is wrongly shelved. There might be error in the call number you noted, please recheck with the Library Catalogue. Book could be at Circulation Counter as it has just been returned by other users. Book could be on display. Please check at the Circulation Counter when this situation arises. Batu Kawan & George Town General Enquiries Find answers to common problems. Opening Hours Q: What are the Library opening hours? A: Please see Libraries for opening hours. Library Contact Q: What are the telephone numbers/email addresses to contact the Library? Batu Kawan Tel: 04-563 6131 Email: [email protected] George Town Tel: 04-238 6351 Email: [email protected] Membership Q: Who can become library members? A: All registered students, full-time and part-time staff of UOW Malaysia Penang University College. Q: How do I become a library member? A: To be able to borrow library materials, you have to register at the library counter once you have received your student card. Circulation Enquiries Q: How many books can I borrow at any one time? A: There are several categories of membership, please refer to Our Services for borrowing privileges. Q: How long can I borrow a book? A: Please refer to Our Services for loan period. Q: How do I renew my books? A: You can renew your books at the circulation counter, by telephone or you can renew online. Q: How do I renew my books online? A: Please log-in the system http://webpac.uow.edu.my to enable you to do this. To login, key in your student/staff number and your default password (last 4 digits of your NRIC/Passport number). Q: How many times can I renew a book? A: You can renew your book ONCE for students and NO LIMIT for lecturers/staff. Q: How can I reserve books online? A: Please log-in the system to enable you to do this. To login, key in your student/staff number and your default password (last 4 digits of your NRIC/Passport number). Q: What are the charges for late return of books, ie past its due date? A: Please find the fines as indicated in the table below: Collections Fines Open Shelf Collection RM 1 per day Short Loan Collection RM 10 per day Q: Where can I return library books? A: Please return library materials at the Circulation Counter on/ before the due dates. Q: What should I do if I lose a book checked out to me? A: Please report immediately at the Circulation Counter. Q: What if the material I want is located at Batu Kawan, or vice versa? A: Coming Soon Q: Does the Library have tablets on loan? Not Applicable to Penang Campuses Interlibrary Loan (ILL) Q: What is Interlibrary Loan? Interlibrary loan or ILL assists scholarly research by obtaining library materials unavailable in UOW Malaysia KDU Penang University College Library. Q: Who is eligible? A: UOW Malaysia KDU Penang University College staff only. Q: How long does it take? A: Most requests can be fulfilled within 14 working days. Some materials may take longer, depending on where the lending library is located. Your request will be cancelled if we are not able to fulfil your request by the deadline you indicate on the Interlibrary Loan Request Form. Q: How much does it cost? A: All cost to be borne by the requestor. Q: What is the duration of the loan? A: It is entirely dependent on the policy of the lending library. Materials not available via ILL Rare book collection – Books in poor condition – Materials which are considered reference materials -Materials which a particular library is unwilling to lend – Software – Audio visual materials – Materials on reserve – Periodicals Q: How do I request for ILL? A: To request for ILL, please fill in the Interlibrary Loan Request Form and send it to the Library. The form can be obtained from the QMS Policies and Procedures in SharePoint. Document Delivery (DD or DocDel) Q: What is document delivery? A: Document Delivery is a service that obtains for specified users, copies of articles needed for research that are not available in the Library’s holding. Q: Who is eligible? A: UOW Malaysia KDU Penang University College staff only. Q: How long does it take? A: Turnaround times will vary depending on the volume of requests needing to be processed. Most requests can be fulfilled within 14 working days. Your request will be cancelled if we are not able to fulfil your request by the deadline you indicate on the Document Delivery/ Interlibrary Loan Request Form. *All cost to be borne by the requestor. Summary of Document Delivery service by patron type Patron Privileges Academic/ Research Staff (Approval by Head of School/ Academic Department Head) Unlimited number of documents. All cost to be borne by the requestor Support Staff (Approval by Head of School/ Academic Department Head/ Head of Department) Unlimited number of documents. All cost to be borne by the requestor Q: How do I request for document delivery service? A: To request for documents, please fill in the Document Delivery/Interlibrary Loan Request Form and send it to the Library. The form can be obtained from the QMS Policies and Procedures in SharePoint. Library Catalogue Q: How do I find materials in the Library? A: Access the library’s online catalogue, at http://webpac.uowmkdu.edu.my Q: How do I find journal articles in the library catalogue? Not Applicable to Penang Campuses Q: How do I find journal articles not held in the library? Not Applicable to Penang Campuses Electronic Databases Q: How do I access the electronic resources available at UOW Malaysia KDU Library? A: Go to the library website https://uow.edu.my/library and click on the “e-Resources” Q: What are the electronic resources available? A: Please go to “e-Resources” to view all the databases available in the library. You may view by “Title” or “Subject”. Q: Can I access these electronic resources from off campus? A: Yes, you can but you have to be an authorized user. Q: Do I require a password to access these electronic resources? A: Yes, you do. Please obtain your EZproxy Username and Password at the Library Counter. Library Collections Q: What is the Open Shelf Collection? A: These are books that can be borrowed out of the library for a longer period. Loan period depends on category of user as indicated at Our Services Q: What is the Short Loan Collection? A: These are materials that can be borrowed for a short period of time, the categories are showed as follow: four hours loan (Books) two hours loan (AV materials) Q: Can I borrow materials from the Periodicals Collection and Reference Collection? A: No, these can only be referred to in the library. Q: Where can I refer to past examination papers? A: You can access them online at Online Reference Resource via the library website Our Services. All you need is to login using your Moodle username and password. Facilities Q: Does the Library have computers? A: Yes. You can also bring in your own laptops as wireless connection is available. Q: Does the library have wireless internet access? A: Yes, you can connect to the internet through WiFi in the library. Q: How can I reserve the Discussion Room at the George Town library? A: You can use the discussion room with minimum 3 users per group by registering and depositing your student cards at the counter. Q: How can I reserve the Idea Pod at Batu Kawan library? A: You can reserve the room at the counter. Library Policy Q: What is the policy on eating and drinking in the Library? A: Consumption of food and beverages is prohibited in most of the Library’s areas. UOW Malaysia KDU Penang University College Library food and drink policy is intended not only to preserve the library collections and equipment and to maintain overall longevity and comfort of library furnishings but also to provide an environment respectful of all users’ study needs. Library staff will ask a user who does not follow these guidelines to comply and the Library staff reserves the right to require that the user to consume the food outside of the library. Chat with us, if this FAQ does not answer your question: Feedback Others Q: How are the books in the library shelved? A: Please see our guide on Location of Call Numbers in the Library Q: Although the book I am looking for has not been borrowed and the status is “Available” as indicated in the Library Catalogue, I cannot locate it on the shelves. Why is this so? A: There are a few possible reasons: Check if you are at the correct shelves. Books are shelved alphabetically by 3 or more letters followed by numbers. Book is currently in use by other users or left on the tables/sorting shelves. Book is wrongly shelved. There might be error in the call number you noted, please recheck with the Library Catalogue. Book could be at Library Counter as it has just been returned by other users. Book could be on display. Please check at the Library Counter when this situation arises.