Empowering the Library Patron: The Public Libraries of Singapore’s experience with transactional services delivered through a mobile application

Abstract

The mobile phone is moving well beyond its role as a communication device. It is constantly evolving, becoming the primary enabler for a broad range of services. The attitudes and behavioural patterns of Singaporeans towards information and services have evolved to one that demands instant gratification. It is this changing lifestyle that drives the National Library Board (NLB) of Singapore’s outreach strategy into the mobile space and in particular, through the use of mobile applications. The National Library Board of Singapore (NLB) has successfully launched a mobile application that allows library patrons to check-out books using the built-in camera on their mobile phone. This article introduces the application and provides insights into how this was achieved. It also seeks to demonstrate that innovations such as this do not always need cutting edge technologies but a well architected infrastructure that focuses on service delivery.