Reference services in a digital library of historical artifacts

The National Archives of Singapore (NAS) is a Singapore government organization tasked with the preservation of national records. The NAS offers a reference service where NAS staff respond to public enquiries on archival resource matters. Through time, it was noticed that certain enquiries were being asked more frequently than others. Hence, physical folders were maintained to house information on subjects that were identified as popular enquiries. However, when swarmed with enquiries, this paper-based approach was found to be inadequate. The Enquiry Database (ED) was thus conceived to automate the reference service as well as to eliminate the necessity of the public to enquire in person at the NAS’ premises for common enquires.Accepted versio