Library Reference Services Research Articles

Assessing Gender and Racial Bias in Large Language Model‐Powered Virtual Reference

ABSTRACTTo examine whether integrating large language models (LLMs) into library reference services can provide equitable services to users regardless of gender and race, we simulated interactions using names indicative of gender and race to evaluate biases across three different sizes of the Llama 2 model. Tentative results indicated that gender test accuracy (54.9%) and racial bias test accuracy (28.5%) are approximately at chance level, suggesting LLM‐powered reference services can provide equitable services. However, word frequency analysis showed some slight differences in language use across gender and race groups. Model size analysis showed that biases did not decrease as model size increased. These tentative results highlight a positive outlook on integrating LLMs into reference services, while underscoring the need for cautious AI integration and ongoing bias monitoring.

ChatGPT and reference success: Do librarians beat the bot?

ChatGPT and other AI models have raised questions about their potential impact on libraries, and reference services. While libraries have adapted in the face of many other technologies, ChatGPT provides a human-like conversational element and ability to answer direct questions that separates it from tools like Google and Wikipedia. This study examines ChatGPT’s ability to provide a “successful” reference transaction using criteria from the RUSA Behavioral Guidelines and from the literature and compares ChatGPT’s answers to those provided by library reference services. The results show that librarians generally outperform the AI model, but the data suggests some areas for improvement.

Surfacing the ‘silent foundation’: which information behaviour theories are relevant to public library reference service?

Introduction. Despite extensive discussions on the theory/practice gap in library and information science, there is a paucity of research on the value and use of formal theory by librarians in their daily practice. Method. Our card sort and interview study investigated which information behaviour theories were relevant to public librarians from Slovenia and the United States in their reference practice and how they encounter those theories in their practice. Results. All of the information behaviour theories were considered relevant by some of the participants. Bounded rationality or “satisficing” was seen as most relevant for information service, while the key difference between Slovenian and United States librarians was observed in their perception of “information poverty”. Participants were generally able to provide examples of how the theories were used in practice, but usually did not recall learning about the theory or the theory’s name. Conclusion. Information behaviour theory is relevant to reference practice in public libraries although its use by librarians may be implicit. These findings may be useful to instructors in LIS programs to convey to students the value of learning theory. Questions remain about why librarians find certain theories more relevant than others and what factors contribute to the differences in their perceptions.

ChatGPT: Unleashing the Power of Conversational AI for Library Reference Services

Purpose-Explore the impact of AI and ChatGPT on library information services; Design/methodology/approach-A sample of twenty-two reference questions are fed to ChatGPT and the answers are evaluated for quality and accuracy; Findings-ChatGPT are excellent in information retrieval in some areas, but it is not comparable to a reference librarian in others; Research limitations/implications-The findings may not be conclusive due to small sample size; Practical implications-Understand AI and ChatGPT and their behavior; Social implications -The knowledge from the study can assist librarians to adjust their services to better serve users; Originality/value-No research has been done in this area.

Beyond the Library: The Role of Academic Libraries’ Chat Reference in Answering Campus Questions

ABSTRACT Even before the COVID-19 pandemic drove most users online, chat was establishing itself as a core service for asking library-related questions of many types, from basic directional and reference to research queries of a more sophisticated nature. This investigation seeks to provide insight into how academic libraries are seen not only as a source of library assistance, but also as a means of filling an information gap on a wider subject: the university campus at large. The study’s methods involved analyzing chat transcripts from five large four-year public universities during a two-year period (2019–2021), noting the frequency of campus-related chat questions and coding the specific topics of those inquiries. The findings show that library reference services, particularly live virtual chat, are consistently valuable to the campus community and may be especially important to supporting less privileged student populations.

Information and library services for library users: Innovative approaches and vectors modifications

The relevance lies in the in-depth analysis of the problems of development and transformation of library and information services, as well as in the changed user requests and information needs caused by the information development of society. The purpose is to explore the benefits of using the latest technologies and services in information services in the context of research by Ukrainian library professionals; to analyse the dynamics of library development and its modification in the system of user service. The study used general scientific methods (analysis, synthesis, generalisation) and approaches: socio-cultural, socio-communicative, and systemic. The current challenges of informatisation of society and the rapid expansion of the volume and content of information resources raise the issue of revising the methods of work in the field of reference and bibliographic services for libraries. This requires the development of scientific principles of modern activities of reference and bibliographic services aimed at providing information to users and based on a systematic approach to the formation, organisation and use of reference and information resources. Also, in the study of trends in the use of cloud services as an innovative tool in libraries in the era of digitalisation, which has become an effective means of expanding the possibility of remote access to library collections, resources, promoting the storage and analysis of data for more convenient user service. The results of the study may be important for employees of methodological and bibliographic departments, Internet centers in libraries, and can also serve as a basis for a more detailed study of specific aspects of this topic by library practitioners, teachers and students studying in information and library specialty programs. They can also be useful for replenishing the information base on the organisation and development of reference and bibliographic services in libraries

Digital reference services in public university libraries in Rajshahi, Rangpur, and Khulna division

The development of information and communication technologies, the availability of information online, and the wide spread of the internet have changed the trends of library services. On the other hand, the user’s attitudes towards the library change. The users want digitalized resources and online services. To serve information seekers, there is no other way than digital reference service. Digital Reference Service is the only way to give the right information to the right users at the right time. Digital Reference Service provides a user assistant when they want while sitting at home. University libraries are an important part and parcel of higher education, and the users of these libraries, such as students, faculty members, and researchers always involved in education. They will need any type of information or document at any time. To fulfill their requirement and to achieve their satisfaction, there is no alternative to Digital Reference Service (DRS). From this study, it is found that the mentality of library professionals has changed. They try hard to make the library digital and provide internet-based services. Public university libraries offer a large number of databases to meet the needs of users. Besides these, the university libraries offer online services like Current Awareness Service (CAS), Selective Dissemination of Information (SDI), institutional repositories, and so on. They faced some problems with providing DRS. This study provides some recommendations that will help them to run digital reference services smoothly.

Evaluasi Layanan Referensi Perpustakaan Universitas Bung Hatta

The aim of this research is to describe the evaluation of reference services which is then seen from the CIPP Evaluation Model theory. This type of research is quantitative with descriptive methods. The variable in this research is library reference services with sub variables, namely library service evaluation using the CIPP evaluation model. The population in this study is visitors to reference services at the Bung Hatta University Library from January 2023 to November 2023 with sampling using the non-probability silling formula with an accidental sampling technique. The number of samples is 61 users. The main instrument used is a research questionnaire which has been tested for validity and reliability. Data collection was carried out through questionnaires. The data were analyzed through the stages of examination, tabulation, and drawing conclusions. The results of the research are First, in the evaluation of the context, namely the reference service function, there are 3 statements which have an average score of 3.11. This score is on a scale of 2.50-3.24 which means good. Second, in the input evaluation there are 3 sub-indicators, (1) librarian which consists of 4 statements and has an average score of 3.24. This score is on a scale of 2.50-3.24 which means good; (2) a collection consisting of 5 statements and having an average score of 3.24. This score is on a scale of 2.50-3.24 which means good; (3) a catalog consisting of 3 statements and having an average score of 3.09. This score is on a scale of 2.50-3.24 which means good. Third, in the evaluation process there are 2 sub-indicators, (1) library reference services which consist of 5 statements and have an average score of 3.25. This score is on an interval scale of 3.25-4.00 which means very good; (2) information search service which consists of 3 statements and has an average score of 3.16. This score is on a scale of 2.50-3.24 which means good. Fourth, in product evaluation there are 2 sub-indicators, (1) visitor data which consists of 3 statements and has an average score of 3.20. This score is on a scale of 2.50-3.24 which means good; (2) the level of user satisfaction which consists of 3 statements and has an average score of 3.20. This score is on a scale of 2.50-3.24 which means good.
 

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.

В. Э. Банк – сотрудник Императорской Публичной библиотеки

Vladimir Emmanuilovich Bank is one of those librarians whose names are associated with grandiose projects for the restructuring of the country’s library business in the 1920s–1930s. organization of reference and bibliographic services in the largest scientific libraries, creation of the first union catalogs and organization of higher library education in Russia. For the first time, using archival material, the activities of V. E. Bank in the pre-revolutionary period of his work in the Imperial Public Library, which became the basis for his many further fruitful endeavors, are examined in detail.

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.

Reference service in libraries like mine: A comparison of current reference service in libraries serving medium, small, and very small institutions

Library decision makers rely on data from relevant comparator libraries to inform their choices regarding resource allocation and models for library services. It is valuable to see the decisions that other libraries of similar size and type have made. Unfortunately, libraries serving small and very small institutions are not represented in the literature on reference service models. Libraries serving medium-sized institutions are represented in a few studies, but even so medium libraries will find it challenging to identify focused comparator descriptions. This study presents comparator data for reference service in libraries serving medium, small, and very small institutions in order to address the lack of representation of small and very small libraries in the reference service literature and equip libraries of all of these size categories with more specifically focused comparator groups than are available elsewhere. In order to provide a more comprehensive answer to the question “how are libraries like mine providing reference service?” this study's data is presented in a variety of ways including a composite description of all respondents' data and focused reports of respondents' data grouped in subsets according to institution FTE enrollment, librarian headcount, combined librarian and paraprofessional headcount, and the highest degree offered by the institution served by the library. This variety of presentations allows libraries to collect a more complete description of how reference service is being provided in libraries like theirs.

Comparative Analysis of Digital Reference Services from Academic Library Websites

Digital reference service is one of the interactive methods of communication between librarians and users. It is an internetbased library reference or question-answer service that connects users with skilled subject experts or reference librarians. This research is an attempt to study the present scenario of digital reference services provided by different academic libraries and to check the status of Indian academic libraries. The objectives of the study are to test the availability of digital reference services on different academic library websites and make a comparative study. In this research 50 Indian and 50 international academic libraries are selected and a comparative analysis is made using six digital reference service forms including Chat Reference, E-mail Reference, Web Form, Text Reference, Phone Reference and Frequently Asked Questions. The study reveals that the top global academic libraries evaluate digital reference services with a strong positive attitude, better to say, define it as indispensable at the same time, the Indian top academic libraries stand the opposite.

Librarians’ Perceptions toward Virtual Reference Services in Pakistani University Libraries

This study determines librarians’ perceptions of Virtual Reference Services (VRS) in university libraries in Pakistan. Based on the census, data was collected from 29 head librarians of Lahore through a questionnaire. The results show that short messaging, instant messaging, and ask a librarian are prominent VRS. Time-saving, 24/7 service, reduced workload, and easy access are significant merits. Increased users’ expectations, staff training, and special skills to answer users’ queries are the key challenges. Librarians with higher qualifications have a positive opinion and fewer challenges to offering VRS. This service is likely to become necessary in academic libraries in Pakistan.

Revitalizing reference services and fostering information literacy: Google Bard’s dynamic role in contemporary libraries

PurposeThis paper aims to explore the transformative potential of Google Bard, an artificial intelligence (AI)-powered chatbot, in reshaping contemporary library reference services and advancing information literacy.Design/methodology/approachIn this perspective piece, a qualitative research approach is used to explore the capabilities of Google Bard within library contexts. Real-world case studies and insights are used to critically examine Bard’s evolving role as a virtual assistant, its impact on enhancing information literacy and the multifaceted challenges it introduces, including biases and privacy concerns.FindingsThe research reveals that Google Bard, leveraging natural language processing and machine learning, engages users in dynamic conversational interactions. It provides contextually relevant responses and personalized guidance, leading to an enriched library experience. The symbiotic relationship between AI-driven technology and traditional librarian expertise is highlighted, contributing to interactive knowledge exploration and collaborative learning.Originality/valueThis study contributes to the literature by exploring the multifaceted impact of Google Bard on library services and information literacy. It uncovers novel insights into the integration of AI-powered chatbots in traditional library settings.

Reference Services in University Libraries: the Union of Science and Education

The article discusses the main issues related to the organization of reference services in university libraries all over the world in the framework of the traditional reference bureau and virtual reference service. The implementation of the concept of digital reference service requires high professionalism, expert knowledge of digital tools and methods of working with them on the part of the staff of reference services. The development of information technologies changes the format of communication between the bibliographer and the user. Traditional reference services are complemented by specialized research assistance carried out in accordance with research practices of universities. The provision of real-time and deferred virtual reference services, digital transformation of libraries, and the involvement of catboats with artificial intelligence in reference services are current issues in library theory and practice.The turning point in the evolution of reference services has been the university libraries strategic initiative for online learning and additional professional education. Due to the increasing educational mission of university libraries in the professional library community, the role of information curator that the reference librarian can assume is being actively discussed. Reference librarians, alongside with other information professionals, shape the library’s research and educational space. The article bases on the analysis of publications in foreign professional periodicals.

Reference in urban public libraries: current trends and future implications

PurposeThe purpose of this study was to get a baseline understanding of the state of reference services in urban public libraries in the United States.Design/methodology/approachThe researchers surveyed all members of the Urban Libraries Council, a network of public library systems in urban centers across the country. The survey asked about their reference services, including how reference is offered, volume and types of questions and staff responsibilities. Participants were also asked how reference has changed in the past 5–10 years and what changes they anticipate in the future.FindingsThis study found that the vast majority of urban public libraries still maintain a physical reference desk, but most also offer reference services in other formats as well. Most libraries have seen numbers of reference questions decline. Reference staff members are engaged in instruction, programming and community outreach as well. Looking ahead, some libraries expect reference questions to continue to decline and demand for virtual services to increase.Practical implicationsDirectors and reference staff of public libraries, especially those in urban and suburban settings, will find these results useful for benchmarking against their own experiences and for planning for future changes.Originality/valueWhile discussions of changes in reference service and volumes of reference questions are plentiful, as are predictions of how these declines will impact reference services, there is little current research on the actual state of those services. This study fills a gap in the literature by providing a baseline overview of the reference services in urban public libraries.

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.

ChatGPT and Its Possible Impact on Library Reference Services

This column reports a simple test of ChatGPT with some library reference prompts and article writing prompts in February 2023, and compares the answers from traditional library chatbots with ChatGPT’s. It also tries to call attention to possible lessons the library community may want to learn from previous transformative technology changes such as Google and Web 2.0.