Interlibrary Loan and Document Delivery Service Policy

The Interlibrary Loan (ILL) service provides access to resources from other libraries, including complete books and academic articles. Researchers from the Mission Faculty of Nursing may contact library staff to request Document Delivery Service (DDS) for scholarly articles that are not available within the resources of the AIU Library.

Library staff will conduct searches and coordinate with both public and private university libraries that possess the requested information resources or documents. The contacted library does not necessarily need to have an existing resource-sharing agreement or partnership with the AIU Library.

Researchers are responsible for any fees associated with requested services and documents. Service charges vary depending on the policies of each lending library. The time required to receive documents depends on the speed of the providing library in locating, processing, and delivering the requested materials to the requesting library.

To request DDS for academic articles from other institutional libraries, researchers from the Mission Faculty of Nursing may contact the librarian at the Reference Service Desk or send an email to to request assistance in accessing resources from external libraries.

Researchers may request the service form at the Reference Service Desk or download the form from the Mission Faculty of Nursing website.

The Mission Faculty of Nursing Library participates in the Interlibrary Loan Service, which is a cooperative network involving 106 universities in Thailand under the Union Catalog of Thai Academic Libraries (UC-TAL). This network serves as a bibliographic database platform for Thai higher education institutions. The collaboration is established through coordination among academic libraries and information resource analysis working groups to ensure accurate and comprehensive bibliographic records.

Reference Service Policy

The Reference Service Department of the Mission Faculty of Nursing Library provides users with free access to information and educational resources. Reference service staff respond to user inquiries and requests promptly, courteously, and accurately.

Our challenge is to consistently provide excellent service standards, build user confidence, demonstrate professional expertise, provide training opportunities, support access to emerging information technologies, and create an inviting environment where users can effectively utilize and enjoy library resources and facilities.

Professional Ethics and Service Standards

Reference service staff adhere to and follow the professional code of ethics for librarians.

Reference Service Guidelines

Service Attitude

Staff should demonstrate a friendly and approachable attitude so that users feel comfortable requesting assistance. Staff behavior and communication should reflect genuine willingness, enthusiasm, courtesy, and professionalism in providing services.

Service Time for Individual Users

The appropriate service time for one user is approximately 10 minutes. If other users are waiting for assistance, staff should limit service time to approximately 3–5 minutes when possible. However, additional time may be provided for users who have difficulties or special needs in accessing library resources.

Handling Complex Questions

For complex inquiries, librarians may need approximately 30 minutes to one hour to conduct research and locate appropriate library resources. The librarian will contact the user once the required information has been gathered.

Teaching Research Skills vs. Providing Answers

Librarians should allow users to choose whether they would like library staff to locate information on their behalf or learn how to conduct searches independently.

For questions requiring extensive research or frequent repeated searches, it may be more appropriate to teach users effective research strategies and follow up afterward. Users are encouraged to return to the Reference Service Desk for additional assistance whenever needed.

Escorting Users to Shelves vs. Providing Directions

When users request assistance locating resources, staff should personally guide them to the appropriate shelf whenever possible. If directions must be provided instead, users should be encouraged to return to the service desk for further assistance if needed.

Incorrect Information

If staff hear a colleague provide incorrect information, they should politely and appropriately assist in correcting the information. Users should not leave the library with inaccurate information, and staff should avoid making colleagues feel embarrassed.

Examples of appropriate phrases include:

1. “We have some additional information about that topic…”
2. “I recently searched for information on that topic and found that…”

Telephone Reference Service

Telephone reference services are generally limited to questions that can be answered immediately. If an answer cannot be provided within 3–5 minutes, staff should record the caller’s name, address, telephone number, and inquiry details. Staff should contact the user as soon as the required information becomes available.

Scope of Reference Services

When users have a large number of books or resources requiring verification, librarians should consider teaching basic information-searching skills so users can conduct research independently. Users should be encouraged to return to the Reference Service Desk if they require additional assistance.

Librarians are responsible for providing guidance, recommendations, and research support; however, they are not responsible for completing the entire research process on behalf of users.

Borrowing Reference Resources

Reference materials may not be removed from the library except in exceptional circumstances where there is a critical need. Such cases require approval from the Head Librarian.

Complaints Regarding Library Resources, Staff, and Services

Complaints received at the Reference Service Desk should always be carefully reviewed and addressed appropriately. Complaints should be forwarded to the Head Librarian for consideration and, when necessary, referred to the Dean of the Mission Faculty of Nursing for further action.

Document Delivery Services (DDS)

The Document Delivery Service (DDS) currently provided by the library assists users in retrieving information resources from the Internet and delivering the requested information to users through email attachments.

Overdue Fines

Users who return borrowed materials after the due date will be charged overdue fines as follows:

• General books: 5 Baht per item per overdue day.

Purpose

1. Collection and Recording

• Library staff will collect all items left overnight and bring them to the lost and found area.
• Valuable items (wallets, watches, keys, ATM cards, money, jewelry, and electronics) will be recorded in a log book with the date found, description, and location.
• Regular items (books, pens, clothing, stationery) will be collected and stored.

2. Claiming Your Lost Items

• You can claim your items at the main library desk during open hours.
• You must describe your item in detail to prove it belongs to you.
• You may need to show your ID.
• We will record your name, contact information, and the date you picked up your item.

3. Unclaimed Items

• Items not claimed within three (3) months will be donated to charity or thrown away.
• We may post photos of valuable items on social media to help find the owners.
• We may dispose of food items or items that are unsafe at any time.

4. Recognizing Honesty

• People who return found items to the library show good character and may be recognized for their honesty.

5. Safety Rules

• The lost and found area will be kept clean and safe.
• We will follow safety rules at the main desk.
• Library staff may add security measures when needed.

Library Responsibility

Information Resource Borrowing and Returning Service Policy

Mission Faculty of Nursing Library

Library Resources of the Mission Faculty of Nursing

The information resources available at the Mission Faculty of Nursing Library include:

• General education books
• Nursing professional resources
• Health science resources
• Reference materials
• Research works
• Theses and dissertations
• Professional journals
• Fiction and novels

Objectives

1. To serve as a center for collecting, organizing, storing, and providing access to information resources that support academic study, research, and learning activities for faculty members, students, staff, alumni of the Faculty of Nursing, and healthcare personnel of Mission Hospital.
2. To continuously develop and update information resources by acquiring materials of appropriate quantity and quality that align with the curriculum and academic programs offered by the Faculty of Nursing.
3. To support teaching and learning activities of the Faculty of Nursing in accordance with its policies, objectives, and primary missions.
4. To promote reading for knowledge enhancement, recreation, and personal development among students, faculty members, and staff.

Classification of Information Resources

The library uses the following classification systems for organizing information resources:

1. Dewey Decimal Classification (DDC)
   The Dewey Decimal Classification system organizes books into broad subject categories and further divides them into more specific subcategories.
2. National Library of Medicine Classification (NLM)
   The National Library of Medicine Classification system is used for organizing resources related to basic sciences, medicine, and nursing.

Mission Faculty of Nursing Library Regulations

Library Operating Hours

• Library operating hours follow the official schedule displayed on the notice boards located at both entrances of the library.
• The Dean or an authorized representative has the authority to shorten or extend library operating hours, extend service days, or temporarily suspend library services when necessary. Such changes will normally be announced at least one day in advance, except in emergency situations or circumstances beyond control where immediate closure may be required.

Eligible Users and Borrowers of Information Resources

The following individuals are entitled to use the library:

• Faculty members
• Students
• Staff members
• Healthcare personnel of Mission Hospital
• Alumni of the Faculty of Nursing

Borrowing privileges are available to:

• Faculty members, students, and staff members.
• Healthcare personnel of Mission Hospital and alumni must register as associate library members in order to have borrowing privileges.

Library Membership

• All enrolled students automatically become library members and may access library services by presenting their student identification card.
• Healthcare personnel of Mission Hospital and alumni may apply for associate membership to obtain borrowing privileges. The membership fee is 200 Baht per year.
• If an identification card is damaged, users should contact the Registration Office to request a replacement card.

Library User Guidelines

Users must follow these regulations when using the library:

1. Dress appropriately or comply with university dress regulations.
2. Bags are not allowed inside the library area.
3. Maintain proper library etiquette, including keeping quiet and behaving appropriately.
4. External visitors must obtain permission from the Dean before entering the library, except parents or guardians.
5. Food and beverages are not allowed inside the library.
6. Removing any library resources without completing the borrowing process is prohibited.

Information Resource Borrowing and Returning Service

Borrowing Regulations

Notes:

• All borrowed books may be renewed once (1 time only).
• Reference books and current journal issues are available for library use only and may not be taken outside the library.

General Information

• All library computers are connected to the photocopier/printer located at the front of the library. Students may print directly from any library computer and collect their documents from the photocopier. Printing charges will be automatically billed to the student’s account.
• Students are responsible for making their own photocopies. If assistance is needed, please contact the Service Desk staff. Library materials must not be removed from the library for photocopying.

Service Charges

Black-and-White Printing

Color Printing

A4 paper is provided for both photocopying and printing services.

Printing Errors

Users are responsible for all printing charges, including pages printed due to incorrect printer settings, formatting issues, or file errors.

Payment

Printing and photocopying charges are automatically billed to the student’s account. If you have any questions regarding charges or billing, please contact the Accounts Office.

Copyright Compliance

In accordance with copyright law, users may photocopy no more than 20 pages of a book per request.

File Preparation

• Files must be opened using a library computer.
• The use of USB flash drives is not permitted.
• Files may be accessed by:
  • Sending them to your personal or university email account.
  • Uploading them to your Student OneDrive account.
• Printing directly from mobile phones is not permitted.

Assistance

If you require assistance with printing or photocopying services, please contact a staff member at the Service Desk.

Mission Statement

The Reference Services Department of the Mission Faculty of Nursing Library provides free access to information and educational resources for all library users. Reference staff are committed to responding to users’ inquiries and requests promptly, courteously, and accurately.

Our mission is to consistently deliver services of the highest professional standard, inspire confidence through expertise, provide user education and access to emerging information technologies, and create a welcoming environment where users can effectively utilize and enjoy the library’s resources and facilities.

Professional Ethics and Service Standards

Reference librarians adhere to the Code of Professional Ethics for Librarians and maintain high standards of professional conduct in all aspects of service.

Reference Service Guidelines

Service Attitude

Reference staff should maintain a friendly, approachable, and welcoming attitude to ensure users feel comfortable seeking assistance. Staff should demonstrate sincerity, enthusiasm, courtesy, and professionalism in every interaction.

Service Time

The recommended service time for assisting one user is approximately 10 minutes. When other users are waiting, staff should aim to provide assistance within 3–5 minutes whenever possible.

Additional time may be provided for users who require extra assistance or experience difficulty using library resources.

Responding to Complex Inquiries

For complex research questions, librarians may require approximately 30 minutes to one hour to search library resources and gather the requested information. Users will be contacted once the information has been fully compiled.

Teaching Research Skills vs. Providing Answers

Librarians should allow users to choose whether they prefer library staff to locate the required information or to learn how to conduct the search independently.

For inquiries that require extensive research or are likely to occur repeatedly, librarians are encouraged to teach users effective research strategies and provide follow-up assistance as needed.

Users are always welcome to return to the Reference Service Desk for additional guidance or support.

Escorting Users to Library Shelves

When users request assistance locating library materials, staff should personally escort them to the appropriate shelves whenever possible.

If verbal directions must be provided instead, users should be encouraged to return to the Reference Service Desk if further assistance is needed.

Correcting Incorrect Information

If a staff member becomes aware that incorrect information has been provided by a colleague, the information should be corrected politely and professionally.

Library users should never leave the library with inaccurate information, and corrections should be made without embarrassing or criticizing fellow staff members.

Examples of appropriate responses include:

1. “We have some updated information regarding that topic…”
2. “I recently looked into that topic and found that…”

Telephone Reference Service

Telephone reference service is generally limited to questions that can be answered immediately.

If an inquiry cannot be answered within 3–5 minutes, staff should record the caller’s name, address, telephone number, and the details of the inquiry. The user should be contacted promptly once the requested information has been obtained.

Scope of Reference Services

When users request assistance with a large number of books or information resources, librarians should consider teaching basic information-searching skills so users can conduct their own research effectively.

Users should be encouraged to return to the Reference Service Desk if they require further assistance.

The librarian’s role is to provide guidance, instruction, and research support—not to complete the user’s research on their behalf.

Borrowing Reference Materials

Reference materials are for in-library use only and may not be borrowed.

Exceptions may be granted only under extraordinary circumstances and must receive prior approval from the Head Librarian.

Complaints Regarding Library Resources, Staff, and Services

Complaints submitted at the Reference Service Desk will always be reviewed carefully.

The complaint will be forwarded to the Head Librarian for consideration and, when appropriate, referred to the Dean of the Mission Faculty of Nursing for further review and action.

Complaints submitted through the Library Suggestion/Complaint Box will be collected by the Head Librarian and forwarded to the Dean of the Mission Faculty of Nursing for further consideration.

Document Delivery Services (DDS)

The Document Delivery Service (DDS) currently provided by the library assists users in locating information from online sources and delivers the requested materials electronically as email attachments.