Evaluation of Virtual Reference and Information Services at University Libraries in Indonesia (original) (raw)
Related papers
2018
Aim and background: Advent internet and related technologies have changed the way academic libraries provide reference services. One of the new ways providing services is virtual reference services. This study is conducted with the aim of determining the current status of providing virtual references services in college libraries of five medical science universities of Tehran. Materials and methods: this is an applied research, which was carried out through a survey descriptive. Data was gathered using a researcherdeveloped questionnaire that was answered by 31 library managersof five medical science universities of Tehran. We used SPSS software version 16 to analyze the collected data. Results: the results showed that %90 of the library managers had B.sc degree or higher. 29% of the libraries use email, % 3/2 use chat and %3/2 use short message system (SMS) for providing virtual reference services. None of the libraries use video conference. %40 of ShahidBeheshti University of Medi...
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.
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‐...
Virtual Reference Services at a University Library
This is a case study to explore the practices of virtual reference services at one of the academic libraries at a university. The library supports the needs of about 4500 to 5000 users from various programs, from undergraduate to postgraduate levels. The library provides reference services via various channels, from face to face to electronic mediums. The study is conducted to understand more about the current practices of reference services, particularly through electronic mediums at the campus, to identify issues faced by the librarians in supporting those users' demands, and to provide several recommendations. Library users have various needs and librarians have to support those needs through the services that they provide on a daily basis. A quick response and feedback from librarians are expected. Some of the questions that the librarians receive everyday from their users could have been avoided if proper database systems are available to store them for future retrieval. However, having a system in place and enforcing people to use it can be challenging. The library needs to revisit their policy and processes related to reference services to support virtual reference services. It is good to have various ways of communicating with the users to give them flexibility; however, the library should have the capability to support them. Reference librarians should give equal attention to inquiries directly from e-mails as they would give to inquiries directly from users at the reference desk. The study has revealed that the services they provide through electronic mediums to users can be improved to reduce manual management of questions and answers between the librarians and users. Thus, the study has resulted in the development of a system prototype to support virtual reference services. In addition, librarians need to be well-trained and competent in using social media tools to take full advantage of the benefits offered by these technologies.
2015
Virtual Reference Service, VRS has become ‘fashionable’ in most academic libraries in recent years. VRS has not been confined to academic libraries only, but has been introduced in all types of libraries on a global scale, (Olszewski and Rumbaugh, 2010) Nevertheless, the successful implementation and sustainability thereof remains a major challenge, (Nicol and Crook, 2013). University of Botswana Library is no exception. One of the recommendations of the Digital Scholarship Report (2009) was:”The library should acquire cutting edge technology relevant for DS services. Some example of cutting edge technology and services include, virtual reference, Instant Messaging (IM) for reference chat with non traditional patrons”. The Library purchased Question Point, collaborative virtual reference software in 2009, and yet the subscription was terminated by the end of 2014, but why? The article presents a case study of utilization of Question Point at University of Botswana Library, examines ...
Librarians Perceptions toward Virtual Reference Services in Pakistani University Libraries
Internet Reference Services Quarterly, 2023
This study determines librarians’ perceptions of Virtual Reference Services (VRS) in university libraries in Pakistan. Based on the census, data was collected from 29 head librarians of Lahore through a questionnaire. The results show that short messaging, instant messaging, and ask a librarian are prominent VRS. Time-saving, 24/7 service, reduced workload, and easy access are significant merits. Increased users’ expectations, staff training, and special skills to answer users’ queries are the key challenges. Librarians with higher qualifications have a positive opinion and fewer challenges to offering VRS. This service is likely to become necessary in academic libraries in Pakistan.
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.
Virtual Reference Services through Web Search Engines: Study of Academic Libraries in Pakistan
Web search engines (WSE) are powerful and popular tools in the field of information service management. This study is an attempt to examine the impact and usefulness of web search engines in providing virtual reference services (VRS) within academic libraries in Pakistan. The study also attempts to investigate the relevant expertise and skills of library professionals in providing digital reference services (DRS) efficiently using web search engines. Methodology used in this study is quantitative in nature. The data was collected from fifty public and private sector universities in Pakistan using a structured questionnaire. Microsoft Excel and SPSS were used for data analysis. The study concludes that web search engines are commonly used by librarians to help users (especially research scholars) by providing digital reference services. The study also finds a positive correlation between use of web search engines and quality of digital reference services provided to library users. It is concluded that although search engines have increased the expectations of users and are really big competitors to a library's reference desk, they are however not an alternative to reference service. Findings reveal that search engines pose numerous challenges for librarians and the study also attempts to bring together possible remedial measures. This study is useful for library professionals to understand the importance of search engines in providing VRS. The study also provides an intellectual comparison among different search engines, their capabilities, limitations, challenges and opportunities to provide VRS effectively in libraries.