Reference service in the digital age: an analysis of sources used to answer reference questions (original) (raw)
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Reference services in the 21st century
The debate for the revision of reference services has been going on for quite some time now. Ford (1986) started it all in 1986 by suggesting the unthinkable and encouraging librarians “to begin to explore alternatives and possibly to eliminate the reference desk”. As the years progressed, and as a result of a few financial crises, more scholars adopted Ford‟s advice and went on to argue in favour of new innovative cost-effective reference services away from the physical desk and hinging more towards the digital realm. Some, like Sonntag and Palsson, confidently asserted that “It‟s unquestionably time to eliminate the reference desk” (Sonntag and Palsson, 2012). However, taking into consideration the persistence of a reference desk in most academic libraries, the idea that reference services are no longer needed can‟t be further from the truth. So why is it that on one hand we have librarians saying that a reference desk has become obsolete while on the other patrons still require assistance from librarians? The answer lies in the nature of the services offered. Instead of looking at eliminating the reference desk, librarians are focusing on new tools and services that can be offered to patrons in a digital age. In today‟s knowledge, society librarians are discovering new cost-efficient tools to offer patrons services which are user-friendly and which yield a higher quality of results. The reference desk has not disappeared, as some predicted, but instead, it changed its nature, growing digital as the years passed. This resulted in the librarian's role evolving, with one of the aims changing into closing the gap between its clients and information.
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.
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.
Digital reference services, ed. by Bill Katz
South African Journal of Libraries and Information Science, 2013
This book outlines the emerging field of digital referencing, introducing new issues brought on by the Internet and the role of the professional librarian. It examines the implementation of digital reference services, particularly in academic libraries, focusing on what digital referencing is, and how these services work. Part One focuses on the basic principles, opinions and discussions of digital reference services, giving the reader a broad overview of the service, including principles and aids. Part Two examines the uses of digital referencing, based on numerous case studies in a variety of library settings, including public and academic libraries, as well as discussions on the marketing and evaluation of these digital reference services. The editor reports that digital reference services are now a standard part of reference work in most libraries. In earlier years, digital reference primarily made use of email to receive
Reference Sources: The Future and Implication of Reference Services in Academic Library
International Journal of Academic Research in Progressive Education and Development, 2018
Academic libraries are facing tremendous changes in providing services due to the competition with digital collection that need to supply and to fulfil the demand from the users. As a librarian in references desk, the real role of the librarian itself might be misinterpreted by users. It is mostly happened in academic library especially small library in private institution. Reference services are heart of the library. It is starting point where the journey begins for the users. It works in both ways, which is functional as information counter and get free reference consultation service. Usually the reference services work in small group of peoples and individual. It usually happens in personal discussion between user and reference librarian. The appointed librarian will guide to the relevant sources with specific information needs for the users. Since, the invention of website is introduced; the information sources become variety in a different form. The question is suggestive to relevancy of reference librarian by providing direct access to information sources, whereas the users can get it by themselves. Meanwhile, on the library management side opinion the reference service department should blend together with the new changes of technology new form of information sources. Current digital library is more emphasize on the users to access of information itself. They more focus of user aspect know-how to retrieve the information, and forget the reference librarian part. Not all the information literacy can be taught and referred in digital way such as video tutorials, online courses, etc. The concept of digital library might be misinterpreted by few people and organization and missed out the role of librarian itself. Which is the librarian is the key of the changes of digital library, especially reference librarian, which is now they start to introduce the virtual reference services (VRS), and we need to comply with the standard of skill set. This paper is a review of several documents and analyse few online article, online journal of the issue in reference services.
Purpose-This study aims to investigate the different channels reference librarians receive reference inquiries from patrons in university libraries in Nigeria. Design/methodology/approach-A questionnaire was used to collect data on the various channels through which reference librarians received reference inquiries in Nigerian university libraries. The questionnaire was administered using an online method. Findings-It emerged that the face-to-face traditional reference desk was rated as the highest channel through which librarians receive reference inquiries in Nigeria, followed by library Facebook page and phone/short message service (SMS). Instant messaging (IM) and e-mail were identified as the least used channels by the patrons. The challenges mentioned include the absence of policy statements concerning virtual reference services; the lack of information and communications technology (ICT) skills on the part of librarians; slow Internet connectivity; power failures; management's lack of support for emerging technologies; IM's limitations; user's expectations of instant answer; inarticulate requests; and lack of adequate current reference materials. Research limitations/implications-The findings are from a small sample size; therefore, the findings may not be substantial enough to generalize. Further study is necessary to determine if these results are consistent throughout other university libraries in Nigeria. Originality/value-The findings will inform university libraries in developing countries that are planning to adopt virtual reference services to deliver reference services to users anywhere, anytime.
Digital reference services: an overview
Information Impact: Journal of Information and Knowledge Management, 2017
Technological development in the world has brought many changes to libraries and their service deliveries. Many Libraries are trying to improve on their services by moving from face to face interaction to a digital environment. In this era of information explosion, many people rely on the internet for information and less people approach the Reference desks for assistance, hence the need for Reference librarians to take initiatives on how to bridge the gap. New technologies give reference services the opportunity to conduct reference transactions over the web and answer reference questions simultaneously with the support of the telephone and other tools. It highlights the characteristics of digital reference and the benefits to patrons. The skills needed by Reference Librarians to perform to their best were also discussed. The different stages involved in building and maintaining a good digital reference were also highlighted. The need for specialized training for Librarians and collaborative services were proposed to ensure high quality service. The need to train students and create more awareness for the service is also mentioned.
Reference Service at an Inflection Point: Transformations in Academic Libraries
2013
Introduction With the decline of traditional reference interactions in many academic and research libraries, perennial attempts to rethink, retool, recalibrate, and reposition reference service are still in evidence through a variety of virtual services, outreach and engagement initiatives, and redesign of library spaces into learning or information commons. Experimentation with newer approaches to reference service, however, often still lack connection with research, teaching, and learning that are the heart of the academic enterprise. With the rapid growth and utilization of mobile devices and “default” use of search engines, user self-sufficiency is the norm for certain kinds of transactions in which library staff previously provided expertise and assistance. While there is value in responding to traditional place-bound or virtual reference questions, the reactive nature of that model positions libraries around the margins of academic initiatives and strategies at an institutiona...
Library Hi Tech News, 2012
PurposeThe purpose of this paper is to present the current status of digital reference services (DRS) among selected academic libraries in the Philippines – the University Library of the University of the Philippines Diliman, the Rizal Library of the Ateneo de Manila University and the University Library of the De La Salle University Manila – by figuring out how information service is provided using instant messaging (IM) and social networking sites.Design/methodology/approachA survey was conducted to examine the nature, practice and impact of DRS and to ascertain users' preferences and level of awareness of the availability of Ask‐a‐Librarian – an information service offered through IM, and the Facebook fan page of the university libraries under study.FindingsInterestingly, the findings reveal that the full potential of Reference 2.0 has not yet been maximized. When it comes to reference services in academic libraries, students and faculty members have chosen to go online: Ask‐...