Virtual Reference Services at a University Library (original) (raw)
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International Journal of Information Research, 2011
States that reference and information services have always been the main component of library services. Introduces the concept, history, model of Virtual Reference Service (VRS) and its services at main library of KFUPM. Library provides personalized assistance to library users in accessing suitable information resources to meet their needs. Describes the paradigm of reference and information services in the virtual library environment and it also attempts to highlight the emerging formats and models of digital reference services, including email and web forms, ask a services, digital robots, and collaborative digital reference and the current practices of virtual reference services in KFUPM main library. The case study also investigates availability of VRS in the KFUPM main library. Introduction Reference services of the library are being enhanced day by day in terms of speed, costs and the mode of delivery. Virtual service is fast, it is available anywhere, anytime, and to the large number of users. Reference librarians are now using Web 2.0 and web 3.0 technologies to deliver information to the end user in suitable format. While continuing to provide many traditional information services, libraries are developing new skills and taking new challenges which are important to support technology based services. In the libraries and information centers "Reference and information Service" is an important personalized service. Traditionally, it is a one-to-one service with user and reference librarian. The user was served by a variety of sources available to meet the information needs. But in the present era, the library and information profession is facing the challenges of so called 'electronic age' and being transformed by technology. So the advancement in information technology has brought out incredible changes in almost every aspect of information services. It has been observed that many large and modern libraries have a general reference desk, full time reference librarians with subject specialists and off desk responsibilities. Thus, with the advancement of technology the mode of providing reference service in the university libraries is gradually changing. It is now presented to the user in a new and more developed form that is "virtual reference service", which is otherwise known as "Electronic reference services" or "digital reference service". The digital environment has increased the need for human help at the reference
The Journal of Academic Librarianship, 2015
This article describes a study on web-based reference services in academic libraries. A random sample of 362 institutions was taken from Peterson's Four-Year Colleges 2013. The authors scanned each library's website for reference-related activities, specifically if the library 1) provides or advertises reference on the main page and terminology used to advertise the reference service; 2) provides chat and related information such as chat box location, provider (in-house vs. consortia), and the vendor or program used and 3) provides other forms of virtual reference through email, phone, text messaging, instant messenger, video chat, interactive knowledge base, and other technologies. The findings indicate that approximately 68% of the libraries in the sample stated reference services on the main webpage. About 74% of the libraries used at least one of the following technologies for virtual reference: email, phone, chat, IM, text, and video chat. Exactly 47.5% of the libraries provide chat. The institutions that offer more advanced degrees and have more students are more likely to offer chat than those who offer lowlevel degrees and fewer students. This is the only study on a large scale with details about virtual reference in academic libraries.
Nnamdi Azikiwe Library University of Nigeria, Nsukka 1 st International Hybrid Conference , 2024
The influence of information and communication technology (ICT) tools in the provision of digital reference services in university libraries cannot be overemphasized. However, the review of the literature revealed that many university libraries have been using information and communication technology (ICT) to provide digital reference services. The way information services are provided in university libraries has changed significantly as a result of this circumstance. This paper, therefore, discusses the concept and types of digital reference services provided in university libraries. It is obvious that university libraries now provide information services through a variety of technologies, including hardware, software, networks, and media for the gathering, storing, processing, transmitting, and presenting of information in textual, multimedia, audio, and visual formats. The paper also highlighted some media tools in university libraries to provide digital reference services. Consequently, major services such as current awareness services, selective dissemination of information, document delivery services and readers' advisory services provided with the aid of technology were discussed by the paper. Also, a lot of areas of human communication have altered as a result of social media platforms like Facebook, WhatsApp Twitter, blogs, etc. These changes have also affected communication patterns, information services, and user attitudes in university libraries. This means that the social media tools available enhance the digital reference services provided in university libraries. Finally, to enable the work output in university libraries for efficient digital reference services, a great deal of information and communication technology tools have to be employed.It is therefore advised adequate budget, strategic plan, as well as skilled personnel, should be provided in university libraries for efficient digital reference services.This would ensure that university libraries provide effective digital reference services and stay up to date with the developments brought about by information and communication technology (ICTS) tools.
User Preferences in Reference Services: Virtual Reference and Academic Libraries
This study examines the use of chat in an academic library’s user population and where virtual reference services might fit within the spectrum of public services offered by academic libraries. Using questionnaires, this research demonstrates that many within the academic community are open to the idea of chat-based reference or using chat for some loosely defined “research purposes,” but this openness does not necessarily result in high levels of use. The primary purpose of this study was to determine whether the lack of virtual reference use could, in part, be explained by students’ preference for competing methods and technologies for obtaining reference assistance. This study demonstrates a pattern that suggests chat-based reference does not compete well with other methods of providing reference service.
Review of Information Science and Technology (RIST) , 2024
The paper discusses the concept and types of digital reference services provided in university libraries. The paper also highlights some media tools that university libraries can employ to provide digital reference services given the effect of social media platforms such as FaceBook, WhatsApp, X, blogs, etc on human communications especially, the communication patterns and information services and user attitudes in university libraries. This means that the available social media tools can enhance the digital reference services provided in university libraries. Consequently, major services such as current awareness services, selective dissemination of information, document delivery services, and readers' advisory services offered with the aid of technology are discussed. The paper emphasizes that effective digital services using information and communication tools enhance work output in university libraries. Several recommendations for effective digital reference services in Nigerian university libraries were made including adequate budget, strategic plan, and availability of skilled personnel. This would ensure that university libraries provide effective digital reference services and stay updated with the developments brought about by information and communication technology (ICTS) tools.
Reference and Information Services in the Digital Era
AJMS PUNE, 2014
Digital era made an impact over all the library and information activities by using ICT and digital media and different techniques and technologies. The major impact is visualised in library services which are more advanced and qualitative using digital media. In the present era of IT, internet, web technology and digital media applied successfully in libraries, have shifted their way of providing services to users. The main aim in providing assistance to users by providing library services is now shifting from traditional single library to provide access to globally available information is possible. The traditional reference services are now virtual reference services using digital or electronic information resources available either free or fee based. These papers describes some of the emerging digital reference services using e-mail and web forms, text-based chats, and provide value based, user need based and services on demand instantly using different digital resources. The model for digital reference service is also explored at the end.
Reference Services in the Digital Age
2008
Reference services have always been a key element in libraries. They provide personalized guidance to library users in accessing appropriate information resources to meet their needs. With the amount and complexity of information increasing, the need to differentiate useful information from misinformation, and the rising needs and expectations of users, reference services are even more important today than before. Fortunately, technology offers opportunities to provide and enhance these services. This paper describes some of the emerging digital reference services, including e-mail and web forms, text-based chat services, web-camera based services, ask-a-….. services, digital robots, and collaborative services. The future of digital reference services is also explored.
The reference service in the digital era : literature review -
The dramatic increase in accessing information resources due to the World Wide Web and networked full-text periodical databases has revolutionized reference services in the library. Easily accessible digital information has rapidly become one of the hallmarks of the Internet. This "information overload" has given a new dimension to library reference service. Evaluating information sources has become an integral part of everyday library reference service. This added dimension has spotlighted the importance of the reference librarian as an information mediator, and, hence, the importance of a good understanding of the basics of reference/information services. Online resources have risen in popularity as far as more individuals and organizations have connected to the global network. Thousands of organizations have turned to Internet-based information delivery as an effective and cost-efficient alternative to traditional communication methods, and many of them have further expanded their services by interacting with their users and responding to inquiries via Internet. Digital reference services (also known as "AskA services," as in "Ask-an-Expert") provide subject expertise and information referral over the Internet to their users. Interest in "digital" reference is exploding, as evidenced by the proliferation of discussion groups, conferences, reports, and articles. The terminology has not yet become standardized, and the definitions virtual, digital, remote, and electronic are applied interchangeably to any computer-mediated reference transaction, whether asynchronous (e.g. e-mail) or real-time. Real-time online service (also referred to as "chat"), however, is the application that libraries are most anxious to explore. A growing number of libraries are offering this service, and professional literature reflects the popularity of the topic.
Connecting academic library users to Virtual Reference Services
2015 International Business & Education Conference Proceedings, 2015
Although academic libraries have made concerted efforts to adapt their reference services to the realities of how information is increasingly sought and accessed by their core users, the online component of these services, virtual reference services (VRS), has not yet lived up to their full potential. While ensuring that university students and faculty are aware of these services and understand how they can be used, other, more proactive approaches to identifying when these users need help must also be more thoroughly investigated in order to overcome the high levels of deep-seated apprehension that many of these users have been found to harbor. Only by actively pursuing all of these potential lines of research will more effective ways to address the many barriers that restrict academic library users from taking advantage on the benefits provided by VRS be ultimately identified.
User Perceptions and Virtual Reference Services
As academic librarians embrace the Internet as an appropriate medium for information exchange, communication, and instruction, college and university students are also becoming more familiar and comfortable with emerging technologies, including both synchronous and asynchronous tools. Acceptance of Web based products that provide speed, convenience, and anonymity cannot, however, be assumed, especially in a non-recreational context. Based on survey and interview responses, this paper discusses actual usage patterns and behaviors, what users in an academic setting expected to receive from an Ask a Librarian service, and the implications these findings might have on future virtual reference projects.