Virtual Reference Services at a University Library

Abstract

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.