Comparative Analysis of Reference Desk Services: the Current Trends in a Digital Age (original) (raw)
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The Transformation of Reference Services in Hamzah Sendut Library, Universiti Sains Malaysia
Procedia - Social and Behavioral Sciences, 2016
Beginning in the year 2008, Universiti Sains M alaysia (USM) is fortunate to be selected to lead the Accelerated Program for Excellence (APEX) and Research University (RU) agenda. Hence, the USM Hamzah Sendut Library, through reference librarians had to strengthen the public services especially in facilitating the reference services for customers. Since then, reference librarians assigned to Reference and Research Division (RRD), have had to take the challenge to change the traditional services and expect the transference on customer demands. The reference librarians have to review the quality of current reference services and explore additional services that meet the customers' expectation for long period. This study aims to discover the reference services trend at RRD, after the APEX agenda was implemented. The study also investigates whether the services provided fulfill the requirements of the customers. Next, the study also aims to identify the additional services that could be implemented in RRD. The study collected and analyzed the reference enquiries retrieved from the library system within 6 years of APEX establishment. The reference enquiries were based on the interview conducted between RRD librarians and the customers. The main focus of the analysis was the types of customer questions to search the key necessity of customers' needs. Based on that, the important components of customer demand were identified. After that, Blue Ocean Strategies (BOS) was applied to identify the additional services needed in U SM 's Library. The findings revealed that the trend on customer demands for reference services evolved into various patterns. This study shows that the reference librarians need to stay alert on the changing trend and prepare to reform the services accordingly in order to sustain customer trust and expectations on the reference services.
2014
This study systematically identifies a reference activity to discover the trends and types of user questions/problems posed through traditional means at the RAD service based specifically on the nature of the UPM Main Library from the years 2008 through 2012. This study employs the quantitative research method using the data from the reference enquiry statistics to investigate the emerging trends in reference questions and enquiries in the UPM Main Library. The reference statistics were gathered by the reader advisor who manned the RAD service from the years 2008 through 2012. The compiled reference statistics included all the transactions with any faculty; student; staff, external member or public who had used the RAD service either in person or by telephone. A standard reference statistics form used includes a section to indicate types of reference transaction questions with the following options; directional, ready reference, in-depth reference, and demonstrations. Directional qu...
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.
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‐...
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.
Quality Management of Reference Services in Malaysian Public University Libraries
Libri, 2009
This study explores quality measurement of reference services in Malaysian public university libraries. Specifically it identifies the quality criteria used for reference service and how these criteria contribute to the mission of the library. An open ended questionnaire was used to gather qualitative data from ten public university libraries pertaining to quality issues in reference services. Most libraries use statistical data such as number of queries received and answered and duration in which a query is handled as quality indicators of the service. The libraries report an increase in the quality performance by libraries since the adoption of a quality management system based on the ISO 9001:2000 standard.
Users’ perceptions regarding digital reference services in PTAR Library, UiTM
Reference service is one of the library’s primary services besides acquisitions, classification, cataloguing and physical planning. Digital reference is a service by which library reference service conducted through online and the reference transaction is a computer-mediated communication. The word "reference" in this context refers to the task of providing assistance to library users in finding information, answering questions, and otherwise fulfilling users’ information needs. In this paper identify the user’s perception regarding Digital Reference Services (DRS) in Perpustakaan Tun Abdul Razak 1, Universiti Teknologi Mara (UiTM), Shah Alam. The purpose of study is to investigate users’ perceptions on digital reference services in PTAR based on their awareness, quality and also identify user understanding and interest in this service. Using a quantitative approach of study, a survey method with the questionnaires has been used to collect data from respondents. The questionnaire has been sent to 120 respondents of PTAR 1 UiTM users and students. The respondents are the active users of the library. The result of this study to improve the digital reference services and create understanding on what are the user’s difficulties in using the services. Keywords: Reference Services, Digital Reference Service, Perpustakaan Tun Abdul Razak, Universiti Teknologi MARA (UiTM), Academic Libraries INTRODUCTION Reference service is a way or a path for libraries to meet the needs of the communities they serve. It is a platform for them in fulfilling the user needs. Filling individual information needs requires discovering the real need behind a patron's first question. Patrons may not clearly express real information needs or may be limited by misconceptions about libraries. Reference services can be divided into two ways or two modes, either in person or virtual references (also known as digital reference). In person, it means that user directly interacts face to face with reference librarian, in the other hand, virtual reference service is conducted online. Virtual reference service nowadays becomes a famous way for student in
Reference and Information Services in th
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.
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
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.