If you build it, they will come

Diana L.H. Chan (Hong Kong University of Science and Technology, Hong Kong)
Gabrielle K.W. Wong (Hong Kong University of Science and Technology, Hong Kong)

New Library World

ISSN: 0307-4803

Publication date: 4 January 2013



Using the HKUST Learning Commons as a case study, this paper seeks to reveal a number of insights on how to effectively engage different user groups within the university.


The case study focuses on the user‐group engagement process, highlighting the promotion plan and factors that enhance the user‐group engagement.


Two positive outcomes of the engagement were identified: the diversity of learning activities in the Learning Commons, and the elevated image of the library and librarians.

Practical implications

The experience at HKUST reported in this paper highlights the need for libraries moving to the new “commons” service model to actively promote the facilities by engaging different user groups. The process itself is a necessary component to the success of the new service and facilities.


The case study uses the user engagement framework to steer the promotion effort. The outcomes of the process have long‐term implications for the image and identity of libraries, and subsequently enhance the library's potential in fund raising and resource allocation.



Chan, D. and Wong, G. (2013), "If you build it, they will come", New Library World, Vol. 114 No. 1/2, pp. 44-53. https://doi.org/10.1108/03074801311291956

Download as .RIS



Emerald Group Publishing Limited

Copyright © 2013, Emerald Group Publishing Limited

Please note you might not have access to this content

You may be able to access this content by login via Shibboleth, Open Athens or with your Emerald account.
If you would like to contact us about accessing this content, click the button and fill out the form.
To rent this content from Deepdyve, please click the button.