Digital reference services

A guest editorial in a special issue edited by G Chowdhury focusing on digital library services

Digital reference services : a snapshot of the current practices in scottish libraries

Discusses the current practices followed by some major libraries in Scotland for providing digital reference services(DRS). Refers to the DRSs provided by three academic libraries, namely Glasgow University Library, the University of Strathclyde Library, and Glasgow Caledonian University Library, and two other premier libraries in Scotland, the Mitchell Library in Glasgow and the National Library of Scotland in Edinburgh. Concludes that digital reference services are effective forms of service delivery in Scotland's academic, national and public libraries, but that their full potential has not yet been exploited. E-mail is the major technology used in providing digital reference, although plans are under way to use more sophisticated Internet technologies. Notes that the majority of enquiries handled by the libraries are relatively low-level rather than concerning specific knowledge domains, and training the users to extract information from the best digital resources still remains a challenge

An enhanced model for digital reference services

Digital Reference Service (DRS) play a vital role in the Digital Library (DL) research. DRS is a very valuable service provided by DL. Unfortunately, the reference service movement towards digital environment begins late, and this shift was not model based. So, a journey towards a digital environment without following a proper model raises some issues. A few researchers presented a general process model (GPM) in the late 1990s, but this process model could not overcome the problems of DRS. This paper proposes an enhanced model for DRS that use the storage and re-use mechanism with other vital components like DRS search engine and ready reference for solving the issues in DRS. Initially, storage and re-use mechanism are designed and finally, DRS search engine is designed to search appropriate answers in the knowledge base. We improved the GPM by incorporating the new components. The simulation results clearly states that the proposed model increased the service efficiency by reducing the response time from days to seconds for repeated questions and decreased the workload of librarian

Digital reference services in university libraries of Pakistan

The development of information and communication technologies, and wide spread of the Internet and its associated technologies have brought about tremendous changes in the reference department of academic libraries, and in the attitudes and expectations of both information professionals and users. Many academic libraries across the globe have embraced Web technologies to fulfil users reference needs in a digital environment. This study aimed to investigate and analyse digital reference services (DRS) in university libraries in Pakistan. It focused on the nature and level of DRS, technologies used for the provision of the service, usage, staffing, marketing, funding, ICT infrastructure available for the service, and looked at the issues faced by academic libraries in implementing and managing the service. A mixed methods research approach combining both quantitative and qualitative methods was employed to achieve the aim and objectives of the study. The quantitative data for the study were collected through an online survey. A total of eighty five university libraries (both in public and private sectors) from all the four provinces, the federal capital and Azad Jammu & Kashmir participated in the survey. The quantitative data were supplemented by the qualitative data which were gathered through semi-structured interviews with the heads of fifteen leading university libraries. Findings suggest that DRS is at an early development stage in university libraries in Pakistan, with a small number of libraries offering the service. Most of the academic libraries which have implemented this cutting-edge service, are large libraries equipped with good human and technological resources. The libraries have mostly developed asynchronous digital reference systems by employing e-mail and web forms. The usage of the service is lower than that of in-person reference in academic libraries due to factors, such as libraries failure to effectively market the service, lack of ICT skills among users, lack of ICT facilities available for users. It was found that the libraries lack skilled and competent LIS professionals to staff the service. Factors contributing to the scarcity of skilled human resources in academic libraries include the lack of in-house training for DRS, shortage of continuing professional development courses in the country, and deficiencies in LIS curricula offered by the country s library schools. A number of issues which affect the implementation and management of DRS in academic libraries have been identified. They include: scarcity of competent human resources; access to appropriate digital resources; unavailability of suitable software for DRS; financial constraints; lack of ICT facilities; absence of a digital reference policy; lack of ICT application; paucity of resources; electricity supply; inadequate physical facilities; lack of local research and literature on DRS

Academic digital library in Malaysia: A case study on the status of digital reference services

This paper highlights the current status of digital library services provided by selected public academic libraries in Malaysia. The drift from traditional library to digital library architecture has set drastic changes in favor of adopting knowledge-gain mechanisms via the use of networked and digital environments. With diversity of functions, academic digital library is seen the most awaiting proxy in changing the information culture among academic users. This paper in general attempts to highlight the phenomena of using digital library system in public universities in Malaysia. The focal of the discussion is on digital reference services of academic digital library

Digital Reference Services in the Information Communication Technology (ICT) based Environment: A Study

Abstract: The digital reference service refers to the task of providing assistance to the library users in fulfilling their various information needs. The digital reference services have become an important part and parcel of the library services in the changing technological environment. The paper is an attempt to provide an overview of the digital reference services in libraries in the present day world

Digital Reference Services: A Challenge for Reference Work and Philosophy

This literature offers historical overview on the topic library reference services trying to compare it with actual trends in librarianship and with the actual user needs in the digital age

Digital Reference Service using E-Resources: a Study at St. Xavier’s College Central Library, Kolkata.

Reference service is always a vital component in library service; it provides personalized assistance to the users to access up-to-date information. Due to the emerging trend of virtual library and influence of web technology, the concept of traditional reference service has switched over into digital reference service (DRS) using e-reference resources. This paper highlights some of the basic aspects of digital reference services, how the reference librarian of St Xavier’s College provides digital reference service and finally user’s satisfaction using digital reference services

Applying Information Competency to Digital Reference

Presented at the 67th IFLA Council and General Conference (2001), this paper presents a case for applying information competency (IC) standards to digital reference services at academic libraries. Practical reasons for applying standards or guidelines to e-mail and online chat reference services are given with some insight to the nature of digital reference interactions. The standards that arose from the information competency movement in academic libraries are described and offered as a touchstone for planning and designing digital reference services. The paper concludes with preliminary ideas for how IC standards could be applied to the provision of digital reference