Library Reference Services Research Articles

PEMANFAATAN LAYANAN REFERENSI DI UPT PERPUSTAKAAN IAIN BATUSANGKAR

University libraries exist to support the teaching , learning and research needs of their institution. This is done by providing the latest information sources for the academic community as university library users. This mission can be achieved well through effective and periodic marketing of information and library services, one of which is through reference services. This article discusses the use of reference and information services in supporting distance learning as one of the impacts of the spread of the Covid 19 outbreak (current situation and the way forward). The research method is quantitative descriptive research, with 78 respondents and using literature related to the transformation of reference services in the digital era. Data collection is processed based on the results of observations, interviews of the IAIN Batusangkar library reference service and other college libraries in providing online reference services. The analysis explains the presence of a reference service for students, especially Library Science students at IAIN Batusangkar. Analyzing how the media can help reference librarians in providing optimal services to the academic community remotely. Describe the strategies that reference librarians can use in creating real time reference transactions in a technology environment while maintaining the main function of reference services. Introducing the idea of a ‘new face’ model of reference and information services for the IAIN Batusangkar library in the period of distance learning, especially the rapid change in learning systems as a result of the corona virus outbreak ( covid 19). Libraries need to improve the reference service system they provide, so that the academic community can meet their information needs through library services remotely, anytime and anywhere. At the end of this paper, it is intended that librarians, especially reference librarians. Continue to serve readers with different needs, librarians must walk across the library, access computer screens from all campus intranet systems, answer emails and explore other interactive tools to reach customers in an effective, practical and effective way. Efficient in order to always satisfy users and keep closer to them, as the main purpose of the presence of reference services.

Layanan referensi virtual perpustakaan Universitas Leiden melalui perpustakaan KITLV-Jakarta

Introduction. This study discusses Leiden University Library reference services through the KITLV-Jakarta. Since KITLV was acquired by the Leiden University Library, the KITLV-Jakarta Library which was a KITLV-Dutch representative, is now a representative of the Leiden University Library in Jakarta. 
 Data Collection Method. This study used a qualitative approach with descriptive research involving observations and interviews as well as primary document data sources.
 Data Analysis. The data was analyzed by involving the process of data reduction, interpretation, and conclusion. 
 Results and Discussions. The results of the study indicate that reference services, particularly for reference collections found in the Leiden University Library cannot be accessed directly through the KITLV-Jakarta Library. Only KITLV librarians can request the reference service from Leiden University librarians.
 Conclusion. Librarians at the KITLV-Jakarta Library do not have the same access as librarians at the Leiden University Library, even though the KITLV-Jakarta Library is a representative of the Leiden University Library in Jakarta.

Communication-based approaches to library reference services: anxiety-uncertainty management as a model for communication breakdowns

PurposeThis paper aims to present an overview of the history of communication research and theory in reference services literature and to discuss the potential of one relatively recent-emerging theory of communication (anxiety-uncertainty management theory) to describe and mitigate breakdowns in reference communication.Design/methodology/approachAn overview and discussion of existing literature and communication-based theories of library reference services is presented.FindingsThis paper identifies and describes anxiety-uncertainty management theory as a lens through which to view communication breakdowns during library reference transactions. The concepts behind the theory and articulated as well as its insights for reference librarians.Originality/valueThis is the first article to discuss the anxiety-uncertainty management theory to examine communication breakdowns in library reference transactions.

Examining virtual reference services in academic libraries

Virtual reference services, once considered an alternative to traditional in-person reference services, are now the norm. Most academic libraries offer chat and email reference services, and many offer options for texting as well. The following articles examine many facets of virtual reference services. The results of these studies reveal the effectiveness of virtual services, how to improve them, and why users prefer one method of virtual reference services to another.

English

This paper appraised the process of electronic reference service delivery (ERSD) in Redeemer’s University, Nigeria (RUN). It highlighted the operations of using modern information and communications technology (ICT) for core Reference Service Delivery such as selective dissemination of information (SDI) and current awareness services (CAS) in RUN. ERSD in RUN are aimed at meeting the growing information needs of faculty members. It has enhanced the reputation of the library as well as increased patronage of library reference services. To elicit information from the faculty, a profile form was designed. The form is a description of the process and procedure of providing current information but personalized to the faculty, and keeps them abreast of the latest development. ERSD offers an important option to users for keeping current with research. Also, there is evidence that SDI can be provided in a variety of ways, both manually and electronically. However, using electronic means has proved to be cost-effective and faster. The library in question has moved from the traditionally approach to online information provision methods. Key words: Electronic reference, selective dissemination of information (SDI), current awareness services (CAS), online reference services (ORS), electronic reference service delivery (ERSD), Redeemer’s University.

Proliferation of social media in academic libraries: use of WhatsApp as a platform for providing library services

PurposeThis study investigated the use of WhatsApp as the platform for providing services at Mzuzu University Library in Malawi.Design/methodology/approachThe researchers conducted in-depth semi-structured interviews with five librarians that were either working or had worked at the reference desk for a period of not less than six months. Furthermore, the researchers did a content analysis of WhatsApp posts from the two tablet computers deployed at the reference desk. Qualitative data were analysed thematically, while the quantitative data were analysed using scientific calculators.FindingsFindings revealed that WhatsApp has successfully been used to provide a number of user and reference services to students and staff. Notwithstanding this, a number of technical, human resource and service-related factors were discovered to be affecting the delivery of services and hence need to be addressed. It is therefore recommended that library management should take steps to address these challenges to ensure efficient and effective service delivery.Practical implicationsWhatsApp is one of the most popular social media applications that is deployed by many people including organisations at minimal cost in many countries. This makes it an ideal platform for offering information services to library clients on campus and remote places around the clock. Consequently, this could lead to increased usage of resources and services resulting in greater satisfaction among users.Originality/valueStudies focussing on the use of WhatsApp for academic purposes in Malawi abound in the literature. However, this is the first study focussing on the use of WhatsApp for providing library reference services to be undertaken not only at Mzuzu University Library but the entire academic library sector in Malawi.

El bibliotecario de referencia: técnicas y entorno espacial

Se presenta una reflexión sobre la escasa doctrina existente acerca de los servicios de información o referencia en las bibliotecas españolas . Se exponen dos problemas básicos . En primer lugar, el de la relación interpersonal que se establece entre el usuario y el bibliotecario. Se examina, sin pretensiones de exhaustividad, la literatura sobre el proceso de referencia, enfatizándose la necesidad de evaluar los servicios bibliotecarios a través de las preguntas de los usuarios. También se dan algunos consejos prácticos de cómo anticiparse a estas preguntas. En segundo lugar, se considera el problema de la localización y diseño de un puesto («mostrador») de referencia. Ligadas a este punto surgen dos cuestiones . Una, si el mostrador de referencia debe ser o no atendido por bibliotecarios profesionales. Otra, la selección de fuentes de información o bibliográficas a tener en el mostrador.

Gaya Baru Pelayanan Referensi di Perpustakaan

Reference Service is seen as the heart of Libray Service. Reference Service is facilitated by reference librarians, who fulfill the user’s information need. Like other library services, Reference Service has also changed as a consequence of the impact of technology which is evolving in accordance with the changing need of the society. This article aims at discussing some new trends of library reference. This new style of service is broken into four main areas namely new trends of reference source; new trends of reference interview; collaborative efforts of reference service; library reference service.

Proactive chat in research databases: Inviting new and different questions

This study analyzes over 4500 chat interactions to understand how proactivity and research context affect use of proactive chat. Quantitative and qualitative analyses show patrons ask questions that are both more complex and more likely to relate to a research need when proactively approached in research databases. The availability of proactive chat in databases results in a greater frequency and greater proportion of research related questions. Results suggest that proactive chat in databases represents an important area for expanding library reference services.

A Rapid Review of the Reporting and Characteristics of Instruments Measuring Satisfaction with Reference Service in Academic Libraries

Abstract
 Objective – The objective of this review was to examine research instrument characteristics, and to examine the validity and reliability of research instruments developed by practicing librarians, which measure the construct of patron satisfaction with academic library reference services. The authors were also interested in the extent to which instruments could be reused
 Methods – Authors searched three major library and information science databases: Library and Information Science Technology Abstracts (LISTA); Library Science Database (LD); and Library Literature & Information Science Index. Other databases searched were Current Nursing and Allied Health Literature (CINAHL); Education Resources Information Center (ERIC); Google Scholar; PubMed; and Web of Science. The authors identified studies of patron satisfaction with academic library reference services in which the researcher(s) developed an instrument to study the satisfaction construct. In this rapid-review study, the studies were from 2015 and 2016 only. All retrieved studies were examined for evidence of validity and reliability as primary indicators of instrument quality, and data was extracted for country of study, research design, mode of reference service, data collection method, types of questions, number of items related to satisfaction, and content of items representing the satisfaction construct. Instrument reusability was also determined.
 Results – At the end of the screening stage of the review, a total of 29 instruments were examined. Nearly all studies were quantitative or mixed quantitative/qualitative in design. Twenty-six (90%) of the studies employed surveys alone to gather data. Twelve publications (41%) included a discussion of any type of validity; five (17%) included discussion of any type of reliability. Three articles (10%) demonstrated more than one type of validity evidence. Nine articles (31%) included the instrument in full in an appendix, and eight instruments (28%) were not appended but were described adequately so as to be reusable. 
 Conclusions – This review identified a range of quality in librarians’ research instruments for evaluating satisfaction with reference services. We encourage librarians to perform similar reviews to locate the highest-quality instrument on which to model their own, thereby increasing the rigor of Library and Information Science (LIS) research in general. This study shows that even a two-year rapid review is sufficient to locate a large quantity of research instruments to assist librarians in developing instruments.

Library Reference Service: From Tradition, Internet to Internet Cooperation

Library Reference Service: From Tradition, Internet to Internet Cooperation

Scientometrics of the future: Scoring and profiling as new bibliometric standard tools

The purpose of this publication is to show the continuity and development of the basic ideas of bibliometrics over the past 15 years. Continuity is essential not only in preserving the subject matter, but also in personalities: Dr. Ball, the organizer of the 2003 conference, is actively pursuing research in this area and his assessments of the prospects for bibliometrics are quite reasonable and clear. Equally significant is the role of the successor of support, training and promotion work, the company Clarivate Analytics in maintaining interest in the practical results of bibliometric research. It is very important that in 2003 there were outlined the essential limitations in the possibility of using bibliometric methods for assessing the quality of research of individual scientists. These warnings are still valid today. At the same time, many of the criticisms made at that time related to the monopolistic nature of the of Thomson Reuters, which is no longer so significant, since several competing systems have appeared. In general, we can assume that bibliometrics (scientometrics) have excellent prospects. Therefore, the establishment of practical work of libraries of all types, but primarily university and scientific-technical ones, on servicing with the bibliometric data can be an interesting and useful addition to the traditional reference and information services of libraries. Original English text is at http://library.gpntb.ru/publications/scientometrics.pdf.

Evaluation of User’s Satisfaction with Reference Services in Selected Federal University Libraries in Southeastern Nigeria

The study evaluated users’ satisfaction with the reference services of federal university libraries in southeastern Nigeria. The study adopted a descriptive survey design, and questionnaire served as an instrument for data collection. Drawing from a population of 20,570, a questionnaire was administered to 394 undergraduate library users of which 351 were completed and found useful for data analysis. The findings revealed that users were satisfied with library reference services except those they are not familiar with and none of the categories of reference services was rated very high. Most library users are not familiar with translation service, internet service, and e-mail service along with library OPAC. Reference librarians have a good customer relationship with the users, even though they are yet to fortify their presence in an online environment. Sequential to the above unearthing, recommendations were given that reference librarians should adopt public relation technique in relating to users and other stakeholders of the library. More so, awareness of reference services should be created through library publicity and marketing of library services among the community of users. The recommendation was also given that the reference librarian should be ICT compliance to be able to perform excellently in an online environment.

Not All Library Analytics are Created Equal: LibAnswers to the Rescue!

The reasons for implementing and the advantages of switching to the Reference Analytics system, a part of the Springshare LibAnswers platform, for collecting reference statistics at a three-campus university library are described. The benefits of using this web-based product are highlighted based on the comparison with the previously used analytical tools and the annual statistical data. Transitioning to Reference Analytics allowed librarians to take advantage of such features, as seamless access to reference transactions, easy customization, cross-tabulation, and data visualization, proving beneficial for overall library reference services.

Evolving and Enduring Patterns Surrounding Student Usage and Perceptions of Academic Library Reference Services

This descriptive study analyzes results from an 18-item survey which assessed students’ usage and perceptions of library reference services at a comprehensive public metropolitan university. Among 235 surveys completed between November 2016 and January 2017, the majority of respondents represented the “Generation Z” population of college students, 18 to 24 years of age. Quantitative and qualitative findings revealed patterns of reference service usage, perceptions of librarians, and barriers and facilitators to seeking help from a librarian. These findings can inform decision-making to improve marketing and outreach to students regarding general reference services, reference models, and liaison roles.

Картотека методичних рішень як допоміжний службовий апарат каталогізатора

The paper explores the peculiarities of the creation of auxiliary service apparatus for a cataloguer, that is formed at cataloguing and document processing departments. It was found out that the full use of library holdings is not possible without reference aids. Reference aids (hereinafter referred to as RA) is a system of library catalogues and card files that presents a library stock. It is proved that the efficiency and purposefulness of the library reference and information service depend largely on how well RA is organised, in particular, it concerns the system of catalogues and card files. It was outlined that the library RA is used as an additional methodological base for developing general and special methods of document processing, introducing changes to state standards, classification tables, lists of subject headings, etc. It was stated that the main aims of methodical decision card file regarding the bibliographic document description and systematsation are as follows: to establish the methodological unity in classifying and presenting the literature of the same type, to ensure the implementation of the adopted methodological decisions, to assist cataloguers in processing complex documents, and improve their job performance. The paper characterises the essence, functions and technology of working with a methodical decision card file, in particular, the attention is paid to document systematisation. The main aim of card file is considered, and the process of making methodical decisions is described. Problem issues are highlighted and methodological solutions regarding the systematisation of complex documents are given. It is proved that the presence of RA, which is constantly developing and improving, is an important condition for the qualitative functioning of the system of catalogues and card files.

Automated chat transcript analysis using topic modeling for library reference services

ABSTRACTChat reference service has been used in academic libraries to more efficiently serve patrons in the digital age. Identifying question topics on chat can help librarians understand patrons' needs and improve reference services. Researchers have used qualitative methods to understand question types in chat records; however, these methods are inefficient to analyze large chat datasets. Here, we conducted a novel research using Latent Dirichlet Allocation (LDA) topic modeling to automatically extract topics from chat transcripts generated in 5 years from a large university library. With little human intervention, the model identified major topics based on statistical distributions of terms‐document relationships in chat transcripts. We also applied VOSviewer to analyze the same dataset and found consistent results. From these results, we found that the most prominent chat topics were about accessing various library resources. This finding can help libraries allocate resources, design educational materials, and provide trainings for future librarians.

From Committees of RUSA: RUSA Adopts Statement on Equity, Diversity, and Inclusion

The American Library Association’s (ALA) fourth strategic direction—equity, diversity, and inclusion (EDI)—is timely for many reasons given the current political environment in the United States and our country’s difficult history around issues of bias, discrimination, racism, and privilege. These issues have deeply impacted library users and library workers. The pursuit of this strategic initiative provides RUSA members with an opportunity for conversation about how considerations of diversity, equity, and inclusion impact reference and user services in libraries and how we can try to effect positive change. To frame the conversation, RUSA formed a working group to draft an aspirational statement of RUSA values pertaining to EDI in service to library users and RUSA members. The RUSA Board approved this statement at the 2018 Annual Conference in New Orleans, LA. Working group members were Robin Bradford, Alesia McManus, Amber Prentiss, and Chella Vaidyanathan.

Demonstrating Value in Federal Medical Center Libraries

Librarians in the federal sector, like librarians in other medical center libraries, increasingly find it necessary to prove their worth to administrators of their facilities in order to keep their libraries open. The Federal Libraries Section of the Medical Library Association developed a survey for use by federal librarians to help them quantify the value of library reference services provided. Using this survey, these librarians gathered statistics to show the library’s effect on patient care, education, and administrative questions.

Nanjing Library's Reference Service Yesterday, Today and Tomorrow

This paper systematically reviews the history of Nanjing Library reference service as well as its achievements today. It traces Nanjing Library’s development from its predecessor Jiangnan Library, National Central Library to Nanjing Library, and examines each stage from three perspectives: 1) book collection; 2) service measures and bibliography writings; and 3) consulting service cases and senior experts. It also anticipates Nanjing Library’s reference service in the next 3 to 5 years, observing four trends of development: 1) domestic and foreign cooperation, 2) service for party and government organizations, 3) service for scientific research and production, and 4) new technology and new media application.