Reference Services In Academic Libraries Research Articles

Academic library reference scheduling models in the post-COVID-19 pandemic era

In recent years, academic library reference services have experienced reduced budgets, staffing shortages, and a decline in reference requests. Librarians who provide reference services may have instruction, outreach, and liaison responsibilities that impact their ability to do reference work. This study is designed to conduct research on current reference scheduling models in academic libraries of all sizes at both public and private institutions using an online survey instrument as the methodology. Based on the successes and challenges of the various scheduling models, the authors proposed several recommendations for library administrations to consider.

Reference Chatbots in Canadian Academic Libraries

Chatbots are “computer agents that can interact with the user” in a way that feels like human-to-human conversation. While the use of chatbots for reference service in academic libraries is a topic of interest for both library professionals and researchers, little is known about how they are used in library reference service, especially in academic libraries in Canada. This article aims to fill this gap by conducting a web-based survey of 106 academic library websites in Canada and analyzing the prevalence and characteristics of chatbot and live chat services offered by these libraries. The authors found that only two libraries were using chatbots for reference service. For live chat services, the authors found that 78 libraries provided this service. The article discusses possible reasons for the low adoption of chatbots in academic libraries, such as accessibility, privacy, cost, and professional identity issues. The article also provides a case study of the authors’ institution, the University of Calgary, which integrated a chatbot service in 2021. The article concludes with suggestions for future research on chatbot use in libraries.

Hong Kong Students Consider Virtual Reference a Vital Service and It Can Aid in Many Stages of Learning

A Review of: Tsang, A. L. Y., & Chiu, D. K. W. (2022). Effectiveness of virtual reference services in academic libraries: A qualitative study based on the 5E learning model. The Journal of Academic Librarianship, 48(4), Article 102533. https://doi.org/10.1016/j.acalib.2022.102533 Objective – Understand how virtual reference services (VRS) impact students’ learning using the 5E model (engage, explore, explain, elaborate, evaluate) as a theoretical framework. Design – Exploratory qualitative study. Setting – Major university in Hong Kong. Subjects – There were 10 participants between the ages of 18 and 35, including undergraduate and postgraduate students and one alumnus of the university. Methods – Online synchronous semi-structured interviews of 30 minutes via Zoom. Interview data were transcribed and analyzed thematically according to the 5E learning model. Main Results – WhatsApp was the preferred form of VRS, over Zoom, email, or phone. VRS can facilitate better awareness of library resources and supports resource exploration. WhatsApp VRS is particularly valuable for students who may find other modes intimidating, overly formal, or inaccessible due to time constraints. VRS has grown in importance since the COVID-19 pandemic. Conclusion – VRS provided via instant messaging is a valued service for students, but libraries, library websites, and librarians can all work to improve awareness of the option and possible uses. Future work is needed to understand how demographics may influence patrons’ attitudes and experiences of VRS. 

Application of Artificial Intelligence for Reference Services in Academic Libraries: A Global Overview through a Systematic Review of Literature

Application of Artificial Intelligence for Reference Services in Academic Libraries: A Global Overview through a Systematic Review of Literature

Assessment of Interpersonal Communication Skills for Provision of Reference Services in Academic Libraries, Kogi State, Nigeria: A Study of Eight Tertiary Institutions in Kogi State

The study dwells on assessment of interpersonal communication skills for provision of reference services in academic libraries in Kogi State, Nigeria. The study covered eight tertiary institutions in the State. Five research questions in line with the objective of the study were formulated to guide the study. The study adopted descriptive survey research design. The population of the study consists of all professional and para-professional librarians in tertiary Institutions in Kogi State. However, simple random sampling technique was used in selecting fifteen (15) library personnel each from the eight (8) tertiary institutions in Kogi state to make the total of 120 respondents for the study. Questionnaire was used as the instrument for data collection and data collected from the field was analyzed using descriptive statistics of simple percentage, frequency count and mean, which was further presented in pie chat and histogram. The result of the findings revealed that academic library personnel in Kogi State possess interpersonal communication skills to a great extent and these skills are quite effective in reference and information service delivery. The study recommended that academic libraries in Kogi State should be proactive in enhancing various reference services so as to be more committed in assisting the users in satisfying their needs. Furthermore, reference librarians and other library personnel should strive to possess various forms of verbal, non-verbal interpersonal communication skills in order to be able to serve their users with the right information, at the right time and to enhance high patronage.

Researching in Times of Crisis: Toward Information‐Resilient Societies

AbstractThis panel features four experts in Library and Information Science (LIS) research who will present findings from major projects conducted during the COVID‐19 pandemic from national and international contexts. These include: a) a mixed‐methods study of virtual reference services in academic libraries during the pandemic's beginning, b) semi‐structured interviews with 29 global library leaders about library models that emerged in response to changes caused by the pandemic, c) a questionnaire survey of information professionals from the Association of Research Libraries (ARL) regarding linked data technologies, and d) a mixed‐methods approach to study newcomers and (mis)information during the pandemic including in depth interviews and content and sentiment analyses of social media platforms. The panelists will describe obstacles and challenges encountered during the pandemic, and efforts to overcame these. They will provide an overview of major findings and share research‐based implications for building and maintaining information‐resilient societies.

"Death of social encounters": Investigating COVID-19's initial impact on virtual reference services in academic libraries.

This investigation explores the initial impact of the COVID‐19 pandemic on live chat virtual reference services (VRS) in academic libraries and on user behaviors from March to December 2020 using Goffman's theoretical framework (1956, 1967, 1971). Data from 300 responses by academic librarians to two longitudinal online surveys and 28 semi‐structured interviews were quantitatively and qualitatively analyzed. Results revealed that academic librarians were well‐positioned to provide VRS as university information hubs during pandemic shutdowns. Qualitative analysis revealed that participants received gratitude for VRS help, but also experienced frustrations and angst with limited accessibility during COVID‐19. Participants reported changes including VRS volume, level of complexity, and question topics. Results reveal the range and frequency of new services with librarians striving to make personal connections with users through VRS, video consultations, video chat, and other strategies. Participants found it difficult to maintain these connections, coping through grit and mutual support when remote work became necessary. They adapted to challenges, including isolation, technology learning curves, and disrupted work routines. Librarians' responses chronicle their innovative approaches, fierce determination, emotional labor, and dedication to helping users and colleagues through this unprecedented time. Results have vital implications for the future of VRS.

Adoption of LibGuides as a reference service in academic libraries: Insights from Aga Khan University, Uganda

Creative ideas and technology across the world for utilization have influenced the ways academic libraries present themselves to their users. Before digital era, librarians developed print subject guides and pathfinders to highlight important information resources in different fields, and the guides were brought online as libraries created web sites and started to depend on web resources.With the emergence of Web 2.0 technologies, librarians across the globe saw an opportunity to create more appealing and interactive online guides for the millennial patrons. These technologies simplified the creation and maintenance of guides such as wikis and FAQ's and subject guides to provide access to electronic resources.Academic librarians in the Sub-Saharan Africa as their counterparts in the rest of the world, are under pressure to offer relevant information services to satisfy varied client needs. Studies have shown that librarians believe that creating LibGuides enhances their knowledge of subject resources as reference service. According to Springshare (2020), 6100 libraries in 82 countries have implemented the LibGuides platform. There is however no clear indication of how many institutions in low middle-income countries have implemented libguides. This paper gives insight into the context of Sub Saharan Africa and lists the specific institutions that have adopted libguides. The Aga Khan University in Uganda prides itself as the pioneer of libguides implementation as a reference service. Since implementation in 2014, usage statistics have shown a gradual and steady improvement in access and use of e-resources such as journal and ebooks. This is largely attributed to the ease of reference and awareness aided by libguided. Many universities in Uganda have benchmarked with the Aga Khan University library and it is hoped that in the near future a number of other libraries will also implement libguides as reference service tools.

Effectiveness of Virtual Reference Services in Academic Libraries: A Qualitative Study Based on the 5E Learning Model

This study explores library users' perceptions and preferences of virtual reference services (VRS) in an academic library in Hong Kong and examines the impact of VRS on students' learning for the future improvement of the library's services. A qualitative semi-structured interview was conducted with ten students from different faculties of a comprehensive university in Hong Kong. Proceedings of the interviews were recorded using Zoom, transcribed, and analyzed into theme tables according to the 5E learning model. Results indicate that WhatsApp is the most preferred VRS due to its convenience, response immediacy, textual record, and minimal learning efforts. Phone, email, and Zoom are less preferred due to users' perceived embarrassment, formality, and time constraints. The findings demonstrate that VRS is vital in students' different learning stages. It arouses students' interest in learning and information search, allows the exploration of new learning resources, provides a good platform to solve learning problems, and offers efficient and instant help for learning. Unlike previous studies, this study identifies users' perceived impact of VRS on their learning process based on the 5E learning model. It provides important implications and suggestions to improve VRS and staff training to enhance the library's overall reference services.

Users’ experiences of reference services in Thai academic libraries

This research aimed to analyse the user experiences of reference services in academic libraries based on the marketing mix 7Ps concept. The sample was instructors and students from eight national research universities in Thailand. Questionnaires were returned by 337 instructors (86.41%) and 399 students (100%). The results show that the component of the marketing mix 7Ps that was most important for reference services according to the users was people (β = .881), followed by place (β = .868), promotion (β = .863), product (β = .856), price (β = .854), process (β = .805) and physical environment (β = .789). When considering product, the most important services were counselling, research information seeking, instruction and answering, respectively. The results of this marketing mix 7Ps study reveal users’ attitudes with regard to various aspects that can be integrated with service design and create a model for developing library service innovation.

Opportunities for Reference Services after Covid-19

There is something to be learned from how academic library reference services adapted to providing accurate and timely information to students, faculty, staff, and other users during a global pandemic. In this spirit I present, in increasing order of importance, three specific opportunities for reference services in a post Covid-19 world: evolution in technology, distributed staffing models, and measuring efficacy against student learning and success. Most importantly, reference services ought to adapt its core mission to one focused on student learning and success given the likely financial realities academia and academic libraries will face in a post Covid-19 environment.

Praktik signifikasi atas transformasi pelayanan referensi di Perpustakaan Universitas Indonesia

The transformation of reference services in academic libraries in the era of information technology has a significant impact on librarians. Librarians need to address transformation properly to design the right services. The University of Indonesia (UI) library has undergone this transformation since a decade ago and continues to adapt to existing developments. Various service concepts were developed to suit users' demands, including by providing online-based services and utilizing social media to communicate with users. This study aimed to explore how reference librarians interpreted this transformation and what they should do. The research method used qualitative methods with the phenomenological method narrated descriptively. The research informants consisted of 13 librarians and seven reference librarians. Data analysis showed that librarians'significance for transforming reference services resulted in 4 important themes that were interpreted as influencing their work as reference librarians. The four themes were digital-based library services, expansion of access, policy, and promotion. This research concludes that users and librarians' practice of significance for the transformation of reference services results in the digital libraries' concept, which requires expansion of access, relevant policies, and social media optimization for service promotion. The practice of significance related to communication patterns with reference users in the digital era effectively uses email and chatting on the WhatsApp application. 

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.

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.

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.

Use of Social Media for Modern Reference Service Delivery in Academic Libraries in Nigeria

The technology driven environment today is pressing hard on every aspect of human endeavour. This demands that academic libraries use the latest technologies and trends to make their services more popular, interesting and user friendly. Appropriate and adequate integration of the social media network will evolve in the recasting of reference services, as it provides an avenue to reach out to the users in their preferred environments as well as aid in a more dynamic, exciting and easier reference services delivery. There is dearth of literature on the use of social media for reference services in academic libraries, particularly in Nigeria which can be attributed to scarcity of research on this topical area. This work seeks to ascertain the application of social media to reference services in academic libraries in Nigeria. Questionnaire instrument was used for data collection. Survey questionnaire was designed for library personnel involved in reference services in academic libraries in Nigeria. 100 copies of questionnaire were distributed to the librarians and other library personnel at the National seminar in 2011 held at Kogi State University, Nigeria. 62 copies were filled and returned, given a response rate of 62%. The study found that the rate of use of social media platforms for reference services by academic library personnel in Nigeria is very low as a result of lack of awareness and training on the various kinds of social media and their application to reference services, infrastructural and technological problems amongst others. The study advocated attitudinal change on the part of librarians, awareness and advocacy on the use of social media within the academic community, provision of appropriate infrastructure and workshops on the use of social media in reference services as solutions to the use of social media for reference services in academic libraries in Nigeria.

Librarians’ behavioral performance on chat reference service in academic libraries: Perceived importance vs actual practices

This study reports a comparison study between perceived importance and actual practice of guidelines for chat reference service among academic librarians. Behavioral Performance of Reference and Information Service published by the Reference and User Service Association (RUSA) was used in the development of the survey instrument. The study employed a quantitative approach to address the following research objectives: i) to determine academic librarians’ perceived importance and current practices of behavioral performance in the interaction during the chat reference service; and ii) to assess the association between academic librarians’ perceived importance and actual practices of behavioral performance in the interaction during the chat reference service. A survey was administered to 92 librarians from six academic libraries in Malaysia which providing chat reference service to their users. A response rate of 84.8 percent was achieved resulting in 78 usable questionnaires to be analysed. The finding in general demonstrates majority of the respondents rated their perceived importance higher than actual practices. The mean gap difference between perceived importants of RUSA guideline and the level of practices among librarians is beneficial to identify areas in chat reference services that need improvement. The finding could provide an empirical benchmark for evaluating chat reference services.

Is the need for mediated reference service in academic libraries fading away in the digital environment?

Purpose Academic libraries are experiencing numerous changes in their services due to high demands for digital resources and changes in users’ information needs and expectations. Many academic library users give preferences to Google, Google Scholar and other search engines on the internet when they search for information. As reference transactions are decreasing in many academic institutions, this paper aims to investigate the continuing need for mediated reference services in the technology-driven environment in academic libraries. Design/methodology/approach The authors have conducted a literature review to document and analyze the current trends in reference services in academic libraries. They have examined the relevant published literature through a series of reflective questions to determine whether the demise of mediated reference services is imminent in academic libraries. While this literature review is by no means an exhaustive one, the authors have provided a fairly comprehensive representation of articles to synthesize an overview of the history, evolution, and current trends of reference services in academic libraries. Findings This paper clearly demonstrates the importance of human-mediated reference services in academic libraries. It reinforces the need for skilled, knowledgeable professional librarians to provide effective and efficient reference services in a digital environment. Practical implications This paper provides a comprehensive overview of current trends in reference services in academic libraries and analyzes the merits and demerits of these trends to establish the need for mediated reference services in academic libraries. The arguments used in this paper will be useful for library and informational professionals as validation for the need to hire skilled, knowledgeable reference librarians to provide reference services in a digital environment. Originality/value This paper critically looks at the current trends and practices in reference services through the published literature to determine the future need for mediated reference services in academic libraries. It offers important insights to demonstrate why professional librarians’ skills, knowledge and expertise are essential to provide efficient reference services in the digital age.

Recent Changes to Reference Services in Academic Libraries and Their Relationship to Perceived Quality: Results of a National Survey

ABSTRACTA national survey of academic librarians was conducted to examine relationships among reference service staffing changes, reference service innovations, adoption of reference technology, library type and size, and service quality. Analysis of the 606 response sets reveals trends toward reduced use of librarians and increased use of student staff at in-person service points, widespread increases in appointment-based and self-service reference, intensive efforts to reduce demand for reference by improving library instruction, and general improvements in reference service quality. Factors strongly associated with decreases or increases in quality are discussed in detail and implications for reference managers are provided.

Evaluation of Reference Services in Academic Libraries: a Comparative Analysis of Three Universities in Nigeria

The major purpose of this study was to evaluate reference services in academic libraries in Nigeria.  In carry out this study, 4 research questions were posed.  The population of the study consisted of 100 students. (60 students from University of Agriculture, Makurdi, 60 students from Benue State University and 40 students from the University of Mkar). One set of data collection instrument Evaluation of Reference Services in Academic Libraries Questionnaire (ERSAQ) was used.  The major findings of the study revealed that reference services provided in the libraries include answering reference queries, provision of referral services and provision digital reference services.  Based on the above findings, the following recommendations are presented: provision of adequate reference materials, regular re-training of reference librarians and provision of current awareness services for the library users.