Frequently Asked Questions:

 

Q1       What is ‘Reference Point’?
Q2       How do I send in enquiries to Reference Point?
Q3       How soon should I expect a response?
Q4       What is ‘Document Delivery Service’?
Q5       What do the icons and mean?
Q6       How do I view articles/book chapters online?
Q7       How do I place an order for items to be delivered to me?
Q8       Can I use multiple email accounts?
Q9       How do I change my fax no. or address details?
Q10     What are the charges applicable for the Document Delivery Service?
Q11     What is GST?
Q12     What are the payment modes available?
Q13     How do I pay for a request using my NLB pre-paid account?
Q14     What do I do if I encounter problems with my pre-paid account payment?
Q15     How do I pay for a request via credit card?
Q16     What do I do if I encounter problems with my credit card payment?
Q17     How do I pay for a request by telegraphic transfer?
Q18     How do I pay for a request by bank draft?
Q19     How do I pay for a request by cashcard or EZ-Link card?
Q20     How long will my order be stored in the system?
Q21     Why can’t I ask for the items to be delivered to me by email?
Q22     What are the copyright restrictions governing document supply?
Q23     Can I track the delivery status of my requested documents?
Q24     Can I request for express delivery?


 

Q1       What is ‘Reference Point’?

 

Reference Point is a remote reference enquiry service provided by the National Library of Singapore. You can ask for assistance in identifying and using appropriate printed and electronic resources to meet your informational needs. Our reference librarians will provide answers to queries, suggest search strategies or guide you to relevant and useful resources.

 

 

 

Q2       How do I send in enquiries to Reference Point?

 

You may email your enquiries to ref@nlb.gov.sg, or contact us at +65 6332 3255.  Enquiries can also be faxed to +65 6332 3395.

 

 

 

Q3       How soon should I expect a response?

           

Preliminary responses will be given to all enquiries received within one working day.  Enquiries received during the weekend will be responded to on the following Monday.
 

Our staff will endeavour to respond fully to all enquiries within 3 working days.  However, please note that for complex enquiries that require more extensive searches across several sources, we will respond to you within 5 working days.  Our staff will be in contact with you if we require more time to locate the relevant references for you.    

 

 

Q4       What is ‘Document Delivery Service’?

 

The Document Delivery Service in the National Library is a service that supplies document reproductions from the libraries’ physical collections, e.g. books, journals, newspapers, microfilms, which can also be requested to be delivered to you in the comforts of your office or home.

You can request for photocopies of materials recommended to you by our librarians via Reference Point, which are designated by specific icons (explained in Q5 below) in the responses sent out from Reference Point to you.

Alternatively, you can also proceed here to place your request with us or email us at ref@nlb.gov.sg .

       

         

 

Q5       What do the icons and mean?

         

When you receive replies from our staff at Reference Point, you will occasionally encounter the two icons given below:


   This icon indicates that you can access the flagged document online directly by clicking on the icon and logging in with your NLB Digital Library ID and password.
 

However, please note that these online resources are commonly subscribed content, and therefore governed by the conditions set by publishers in the license agreements granted to NLB, as well as the copyright regulations of Singapore.

         

   This icon indicates that you can place orders for the flagged items to be delivered directly to a destination of your choice, either by fax, courier or postal delivery.  You may also choose to pick up the items in person at the Lee Kong Chian Reference Library, Level 8 Information Counter. 

         

           

 

Q6       How do I view articles/book chapters online?

         

To view a recommended item flagged for direct online access, you can click on the  icon and login with your NLB Digital Library ID and password for authentication purposes.
 

If you do not already have a username or password, you may register for them at NLB’s E-Resources website. Please note however that our subscribed online resources are only accessible to Singaporean citizens, permanent residents or NLB library members. For foreign or overseas patrons, please contact our staff for more information.   

         

         

 

Q7       How do I place an order for items to be delivered to me?

         

To place an order for items to be delivered to you via the Document Delivery Service, you can either: 

  • Click on the cite icon icon and verify the details of the items you wish to be delivered before you proceed to place your order.
  • Proceed here to place your request with us.
  • Or email us at ref@nlb.gov.sg with the details of your request.

In your order request, you will be asked to input your email address, personal as well as contact details and delivery option and destination. Our staff will review each received request and liaise with you accordingly within 3 working days upon submission of your order.

   

 

 

Q8       Can I use multiple email accounts?

 

No.  Please use only one email account when requesting for documents through the Document Delivery Service. This is because each order request is tagged to the patron’s email address, and you may only revisit the details of your orders via hyperlinks in the system-generated emails sent to your email accounts.  

 

 

 

Q9       How do I change my fax no. or address details?

 

Once you have entered your contact details and placed an order for items to be delivered, the system would not allow you to make any more changes to your details.

Thus, we would like to request patrons to verify that they have indeed inputted the correct delivery details before placing their orders.  However, if amendments are unavoidable, patrons may contact staff by emailing Reference Point and quoting their order numbers when asking for changes to be made on their behalf.

 

 

  

Q10     What are the charges applicable for the Document Delivery Service?

 

The following are the current fees chargeable for the Document Delivery Service (effective as of 1 May 2010):

 

            Deliveries to locations in Singapore (prices inclusive of 7% GST):

 

 

From paper sources

From microfilm sources

Self-collect at the Lee Kong Chian Reference Library, Level 8

 

$0.70 per A4 page
$0.75 per A3 page

$2.00 per A4 page
$2.00 per A3 page

Fax (inclusive of photocopying charges)

 

$1.25 per A4 page

$2.55 per A4 page

Courier not exceeding 3kg (per trip)

(inclusive of photocopying charges)

$0.70 per A4 page
$0.75 per A3 page

plus $2.60 delivery charge

 

$2.00 per A4 page
$2.00 per A3 page

plus $2.60 delivery charge

           

            Deliveries to locations in Malaysia:

           

 

From paper sources

From microfilm sources

Fax (inclusive of photocopying charges)

 

$2.71 per A4 page

plus $45.00 administration charge

$3.92 per A4 page

plus $45.00 administration charge

 


Overseas postal delivery

(inclusive of photocopying charges)


$0.65 per A4 page
$0.70 per A3 page

plus $45.00 administration charge, as well as postage cost as charged by SingPost

 


$1.86 per A4 page
$1.86 per A3 page

plus $45.00 administration charge, as well as postage cost as charged by SingPost

 

 

Deliveries to locations in ASEAN Countries (not including Singapore and Malaysia):

           

 

From paper sources

From microfilm sources

Fax (inclusive of photocopying charges)

 

$3.73 per A4 page


plus $45.00 administration charge

$4.94 per A4 page

plus $45.00 administration charge

 

Overseas postal delivery

(inclusive of photocopying charges)

$0.65 per A4 page
$0.70 per A3 page

plus $45.00 administration charge, as well as postage cost as charged by SingPost

 

$1.86 per A4 page
$1.86 per A3 page

plus $45.00 administration charge, as well as postage cost as charged by SingPost

 

           

            Deliveries to overseas locations outside of ASEAN:

           

 

From paper sources

From microfilm sources

Fax (inclusive of photocopying charges)

 

$4.15 per A4 page


plus $45.00 administration charge

$5.36 per A4 page

plus $45.00 administration charge

 

Overseas postal delivery

(inclusive of photocopying charges)

$0.65 per A4 page
$0.70 per A3 page

plus $45.00 administration charge, as well as postage cost as charged by SingPost

 

$1.86 per A4 page
$1.86 per A3 page

plus $45.00 administration charge, as well as postage cost as charged by SingPost

 

            Note : SingPost’s postage rates can be found on its website.

            All fees quoted are also subjected to periodic review.

 

 

 

Q11     What is GST?

           

Goods and Services Tax (GST) is a tax charged on the supply of goods and services made in Singapore and on the importation of goods into Singapore.  The current rate is 7%.  For more information, you can visit Enterprise One’s website.

             

 

 

Q12     What are the payment modes available?

 

Patrons can currently pay using credit cards, NLB pre-paid accounts, telegraphic transfers, bank drafts, cashcards or EZ-Link cards for transactions made through Document Delivery Service system.

NLB pre-paid account, cashcard and EZ-Link payments are restricted to residents in Singapore only. All other payment modes are open to all users around the world. For cashcard and EZ-Link payments, these options are only available for patrons who have chosen to collect their requested documents at the Level 8 Information Counter in the Lee Kong Chian Reference Library.

Please note too that no refund will be allowed once your order is paid for and processed by our delivery team.

 

 

 

Q13     How do I pay for a request using my NLB pre-paid account?



If you are residing in Singapore and have an NLB Digital Library (DL) account, you can use the pre-paid amount deposited in the DL account to pay for requests made via the Document Delivery Service system.  


In your order page, you can click on the button and proceed to choose the payment options given on the following page. The pre-paid account option will require that you log in with your NLB DL account information, as shown below:

 

 

Once logged in, verify that all of the details are correct before clicking to complete the transaction. This will deduct the required amount from your pre-paid account and an email will be sent to your email address to reflect the successful payment.


To ensure payment success, please check that the amount available in your pre-paid account is sufficient before you proceed to pay for your order.  

 

 

 

Q14     What do I do if I encounter problems with my pre-paid account payment?

 

If you receive an error message when attempting to pay for your transaction using your NLB pre-paid account, please contact ref@nlb.gov.sg immediately for assistance.

 

           

 

Q15     How do I pay for a request via credit card?


To pay via credit card, click on the button and select the relevant payment option (screen capture below).

 

 

 

 

Q16     What do I do if I encounter problems with my credit card payment?

           

If you encounter an error returning a "Secure Connection Failed" message when trying to make payment, please click here to download and install the security certificate. After the installation, please try again. You may contact us at ref@nlb.gov.sg for further assistance if you are still unsuccessful in completing your transaction.


In the event that your payment transaction failed but did not return the error message stated above, please first contact your bank to enquire on the status of the payment. If your bank has confirmed that your payment has been passed but you have yet to receive an email from us verifying the success of your payment within 24 hours, please contact us immediately for further assistance.


If you were unable to complete your payment online and your issuing bank has confirmed that no payment has been passed, please verify that your credit card is valid and contact our staff as well so that we may assist you in troubleshooting to resolve the problem.

 

 

 

Q17     How do I pay for a request by telegraphic transfer?

           

Please email us at ref@nlb.gov.sg if you wish to pay for your request via telegraphic transfer. Our staff will be in contact with you to provide you with our bank details to facilitate the funds transfer request.

 

 

 

Q18     How do I pay for a request by bank draft?

 

If you do not wish to or are unable to pay by either credit card or NLB’s DL pre-paid account, you could choose to pay for your order via bank draft.


When purchasing a bank draft, please ensure that the issuing bank has a counterpart in Singapore that is able to clear the draft. You can verify this against a list of operating banks in Singapore provided by the Monetary Authority of Singapore.


Your bank draft is to be made payable to the National Library Board, with the value quoted in Singapore dollars. Please write your name and order no. on the back of the bank draft and mail it to the following address:


Attention: Document Delivery Service Team
Lee Kong Chian Reference Library
National Library Board
100 Victoria Street #08-01
Singapore 188064


Please note that bank drafts may take between 2 to 6 weeks to clear upon receipt by our Finance Department.

 

 

 

Q19     How do I pay for a request by cashcard or EZ-Link card?


If you have chosen to collect your requested documents at the Lee Kong Chian Reference Library and to pay for your request via cashcard or EZ-Link card, our staff will be in contact with you once your requested documents are prepared and readied for collection. Once you have been informed that your request is ready for collection, please proceed to the Information Counter in the reference library on Level 8 and provide the staff with a printout of your order request.


To ensure that your documents are ready for you when you make your trip to the library, please do not come before our staff has contacted you. This is to provide staff with sufficient time to process your order and to prevent you from having to make repeated trips for your request. Please also ensure that your cashcard or EZ-Link card has sufficient balance to cover the cost of your request when you make payment for your request at the Information Counter on Level 8.

 

 

 

Q20     How long will my order be stored in the system?


Each order will only be active for a period of 30 days upon activation, and orders that are not settled within that period of time will be archived.

 

 

 

Q21     Why can’t I ask for the items to be delivered to me by email?


The items available for order via the Document Delivery Service are reproductions from our physical collections at the National Library of Singapore. As such, the reproductions are subjected to copyright regulations of Singapore, which prohibits the conversion of published resources from physical to digital mediums, hence the restrictions given on delivering these items electronically.

 

 

 

Q22     What are the copyright restrictions governing document supply?


Copyright restrictions governing document supply in Singapore limit reproductions to:

  • 1 article per journal issue
  • 1 chapter or 10% of a book, whichever is less

 

 

Q23     Can I track the delivery status of my requested documents?


Our postal deliveries are delivered via SingPost’s registered mail service. All deliveries made via this service will be provided with a Registered Article (RA) number by SingPost, which can be used to track the delivery’s status here.


If you wish to find out the status of your request while in transit, please email us at ref@nlb.gov.sg to request for your SingPost Registered Article (RA) number.

 

 

 

Q24     Can I request for express delivery?


Yes. If you need the requested documents urgently, you may contact us at ref@nlb.gov.sg and let our staff know that you would like for us to deliver your request via express mail. However, please ensure that you notify our staff upon placing your order before we confirm your request.