Evaluating digital reference service in university libraries

Nordin, Siti Khairiyah; Kassim, Norliya Ahmad; Baharuddin, Kasmarini

doi:10.1109/isbeia.2012.6422870

Cited by 2 publications

(1 citation statement)

References 11 publications

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“…In essence, it was the responsibility of librarians to provide information directly to the library user. Though, rising of information and communication technology offered difficulties to the librarians on the obligation of rendering reference desk services, not much research has been conducted to evaluate the impact of these services (Nordin, Kassim, & Baharuddin, 2012). Collins (2005) conducted a study on the students of College Dublin, in which he reported that 56% of the students asked their colleagues related questions on library, rather than the librarians.…”

Section: Introductionmentioning

confidence: 99%

Reference Desk Service: Success or Failure?

Norazlin¹,

Rusuli²,

Tasmin³

et al. 2015

ASS

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At present, research related to library user satisfaction is a never ending journey. With this regard, this study seeks to assess the reference desk services and the users' satisfaction level at Malaysian academic libraries. Twenty respondents from Perpustakaan Tun Abdul Razak Library (PTAR), Universiti Teknologi Mara (UiTM) Shah Alam and Perpustakaan Tunku Tun Aminah Library (PTTA), Universiti Tun Hussein Onn Malaysia Johor was involved in this study. The result revealed that students of both libraries expressed the needs of services rendered by the reference desk, in terms of the usage and importance of the reference desk. Specifically, UTHM students preferred and online information searching compared to UiTM students. This means that, libraries can provide specific services to students who underutilized the reference desk. Hence, this study is used to seek whether reference desk services are still relevant (success) or not (failure) when experiencing declining reference desk services from the students' perspective. It is hoped that the findings of this study will be beneficial for increasing level of user satisfaction in order to retain reference desk services in the library.

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Section: Introductionmentioning

confidence: 99%

Reference Desk Service: Success or Failure?

Norazlin¹,

Rusuli²,

Tasmin³

et al. 2015

ASS

View full text Add to dashboard Cite

show abstract

The Effectiveness of Reference Services and Users’ Satisfaction in the Academic Library

Hussien¹,

Mokhtar²

2018

IJARPED

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Library reference service is seen as one of the important activities that should be taken into consideration by the libraries to improve visibility and retain their relevancy. To have effective reference service for library users, it is essential for the libraries to maintain the accessibility, responsiveness, quality of answers and librarians' communication. This study presents the effectiveness of reference services (service accessibilities, responsiveness of librarians, quality of librarians' answers and librarians' communication approaches) and its relationships with users' satisfaction. Questionnaires were distributed to 231 random students who are using the academic library reference services. The analysis was undertaken using the SPSS software. The results indicate a positive and a weak relationship between service accessibilities, responsiveness of librarians, the quality of librarians ' answers, librarians' communication approaches and users' satisfaction. The finding of the study is useful for the libraries to realize their performance towards the users of the libraries. The libraries should improve reference services and vigorously make promotions on the services offered in order to ensure the libraries are still important and relevant in this era.

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Evaluating digital reference service in university libraries

Cited by 2 publications

References 11 publications

Reference Desk Service: Success or Failure?

Reference Desk Service: Success or Failure?

The Effectiveness of Reference Services and Users’ Satisfaction in the Academic Library

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