Infrastructure needed for digital reference service (DRS) in university libraries

Abstract

PurposeModern information and communication technologies (ICTs) are transforming reference service (RS) from physical to virtual. The paper aims to explore the current status of ICT infrastructure necessary for delivering effective digital reference service (DRS) in university libraries of the Punjab.Design/methodology/approachThis exploratory study used questionnaire survey method to probe the current status. The questionnaire was worded to achieve an official organizational response. For ensuring the content validity, comments from some well‐known LIS professionals were sought. In the light of experts' opinions, necessary modifications were made to the instrument. University libraries of the Punjab province (n=40) recognized by the Higher Education Commission (HEC) were identified as targeted population. The questionnaire was distributed through post and e‐mail. The researchers were able to get questionnaires filled from 38 universities.FindingsThe findings reveal that the ICT infrastructure needed for designing and implementing an effective DRS in libraries is better than before but it needs further improvement. Many libraries also own general and reference collection in electronic format. Only a few libraries have started DRS while most of them are still using face to face channel for reference transactions.Practical implicationsThis study is an attempt to fill a gap in the local literature on the topic and provides baseline information to design and implement DRS in academic libraries.Originality/valueThe findings will be helpful in designing better and more effective DRS systems in Pakistan as well as in other developing countries.

Factors impacting library-related uses of mobile phones by students in public universities in Malawi

“…Mobile phones are used to deliver user services (book renewals; e-book and e-journal access), reference services (user queries and instructional services), informational services (notifications), and others. Mobile phones, particularly smartphones, are increasingly used to provide library and information services because they have the potential to enhance access to library resources beyond the normal opening hours and hence can assist to overcome the obstacles of time and space (Malik and Mahmood 2013), bringing more convenience to library users (Ballard and Blaine 2013). Moreover, mobile phones can help to provide access to eresources to students who do not have access to institutional computer facilities in resource-poor environments such as those in Africa (Palumbo 2014).…”

Virtual Reference Services through Web Search Engines: Study of Academic Libraries in Pakistan

“…Previous literature (although small) on the topic suggests that VRS is at a development stage in Pakistan. Looking specifically at university libraries, previous studies show that only six university libraries were providing digital reference services in 2009, and in 2013 it was 10 universities in Pakistan, see Mirza [27] and Malik [22] respectively. The most recent study, conducted by Younus [25] in 2014, reveals that 18 university libraries were providing digital reference services.…”

“…Many studies [22,25,28,29] have highlighted major hurdles Publications 2017, 5, 6 4 of 13 towards the adoption of DRS such as lack of capital, lack of experienced staff and professionals, technical resources, lack of ICT professionals and marketing of such services in Pakistani libraries. Nicholas [28] pointed out lack of hardware, software, training and partnership in providing such services.…”

“…The foundation of different types of DRS such as chat, IM, web forms and searchable Frequently Asked Questions (FAQs) has been the target for many academic libraries [24]. Malik and Mahmood [22] conducted a study to explore the current position of DRS in libraries in Punjab. They concluded that most libraries have a general and reference collection in e-format.…”

“…Digital reference service is corresponding and assisting with users by operating Internet and computer technology [22]. Many reference services are provided by email, but now the utilization of web has become an important part in the delivery of DRS [23].…”