scholarly journals Library Digital Reference Services Marketing Strategies Based on the Case of Chat Reference Services

2009 ◽  
Vol 40 (2) ◽  
pp. 207-221
Author(s):  
Seong-Sin Lee
Keyword(s):  
Services Marketing ◽  
Marketing Strategies ◽  
Reference Services ◽  
Chat Reference ◽  
Digital Reference ◽  
Digital Reference Services ◽  
Chat Reference Services

scholarly journals Undergraduate and postgraduate students in a North American University are choosing to use chat reference services for all kinds of reasons

2006 ◽  
Vol 1 (1) ◽  
pp. 96
Author(s):  
Gill Needham
Keyword(s):  
Graduate Students ◽  
Academic Library ◽  
The United States ◽  
User Survey ◽  
Technical Problems ◽  
Postgraduate Students ◽  
Reference Services ◽  
Chat Reference ◽  
Survey Form ◽  
Chat Reference Services

A review of: Ward, David. “Why Users Choose Chat: A Survey of Behavior and Motivations.” Internet Reference Services Quarterly 10.1 (2005): 29-46. Objective – To investigate reasons why undergraduate and postgraduate students choose to use chat reference services and their satisfaction with the experience. Design – User survey. Setting – Large academic library in the United States. Subjects – A total of 341 library users took part in the survey. Of these, 79 were graduate students, 215 undergraduates, 21 staff, 5 alumni and 21 members of the public. Method – A user survey form was posted on the library website for a period of one month (March 2003). Users of the chat reference service received an automatic closing message asking them to complete the survey. Responses were fed into a database to be analysed by the research staff. Additional data was also gathered about the behaviour of all users of the chat service during that period – both responders and non-responders. Main results – The most popular reason for choosing to use a chat service was the desire for a speedy response, followed by ‘distance from the library’. Responders chose to use chat to ask a range of different kinds of questions. Nearly half (45%) were looking for a specific resource and 23% were seeking help at the beginning of their research. There were notable differences between undergraduate and graduate students. Twice as many undergraduates as graduates used the service to help them get started on their research. Graduates were three times as likely as undergraduates to be using the service to address technical problems they were having with the website. Overall satisfaction with the service was extremely high, with 77.5% rating it 5 out of 5 and 94.5% giving it 4 or 5 out of 5. Conclusion – Chat reference services are popular with users primarily because they are quick and convenient. However, users expect that these services will be able to deal with all types of questions, including help with research. This challenges an assumption by library staff that the medium is only suitable for short factual enquiries and general questions about library services. It is suggested that a detailed analysis of the chat transcripts from this period could provide a valuable addendum to the survey results.

Providing digital reference services: a Namibian case study

2018 ◽  
Vol 119 (5/6) ◽  
pp. 342-356 ◽  
Author(s):  
Wilhelm Uutoni
Keyword(s):  
Reference Model ◽  
The Body ◽  
Content Type ◽  
Descriptive Case Study ◽  
Reference Services ◽  
Study Approach ◽  
Digital Reference ◽  
Digital Reference Services ◽  
Staffing And Training

Purpose The purpose of this study was to evaluate digital reference services at the Namibia University of Science and Technology (NUST) and the University of Namibia (UNAM) library. Two aspects were evaluated, namely, “resources” and “elements of the general digital reference model”. Design/methodology/approach This study adopted a descriptive case study approach and used qualitative research methods, which comprised interviews and an observation checklist. The population consisted of librarians working at NUST and UNAM Library. Findings The research findings showed that these libraries used the general digital reference model in providing responses to the library users. The study established that the two libraries did not follow the International Federation of Library Associations and Reference and User Services Association standards of staffing and training of librarians working with digital reference services. The study further found that a lack of ability to fully demonstrate to users how to access various library services was one of the major problems that the librarians experienced. Research limitations/implications The study was limited to two academic libraries: UNAM and NUST. Originality/value The study could contribute to a better understanding of digital reference services provided by NUST and the UNAM libraries and contribute to the body of knowledge on the subject of digital reference services, especially in an African context, where few studies have been conducted on this subject. The two libraries could use the findings to improve digital reference services, plan for intervention and develop the services.

Factors influencing the adoption of digital reference services among the university librarians in Pakistan

2017 ◽  
Vol 35 (6) ◽  
pp. 1225-1246 ◽  
Author(s):  
Asad Khan ◽  
Mohamad Noorman Masrek ◽  
Khalid Mahmood ◽  
Saima Qutab
Keyword(s):  
Structural Equation ◽  
Ease Of Use ◽  
Outcome Variable ◽  
Ict Skills ◽  
Content Type ◽  
Utaut Model ◽  
Reference Services ◽  
Digital Reference ◽  
Digital Reference Services ◽  
The University

Purpose This study aims to explore the factors affecting the adoption of digital reference services (DRS) among the university librarians in Pakistan. Design/methodology/approach Based on the adapted unified theory of acceptance and use of technology (UTAUT) model, the proposed study tested 12 hypothetical relationships through structural equation modelling (SEM) techniques. The study approach was quantitative based on a questionnaire distributed online to a sample of Pakistani university librarians and completed by 289 respondents. The questionnaire used in this study was developed from other validated instruments used in past empirical studies. Descriptive and inferential data analyses were performed through SPSS and AMOS for SEM. Findings The results revealed usefulness, ease of use and information and communication technology (ICT) skills as the significant predictors of the adoption of DRS. However, moderating influence of the demographic factors (age, gender and type of library) on the relationship of predictors with outcome variable was found insignificant. The findings of this study imply that individuals’ readiness for the adoption of DRS is present in the university libraries of Pakistan. Originality/value In the context of Pakistan, this study was the first attempt that investigated factors of the adoption of DRS at individual level. In addition, two new factors – namely, ICT skills and library type – were incorporated into the UTAUT model and were then evaluated in the Pakistani context. However, these two factors were found insignificant in influencing librarians towards the adoption of DRS. The intended study is equally useful for librarians in other countries in terms of understanding the factors that impact the effective adoption of DRS.

scholarly journals Digital reference services: a snapshot of the current practices in Scottish libraries

2004 ◽  
Vol 53 (1) ◽  
pp. 50-60 ◽  
Author(s):  
Gobinda Chowdhury ◽  
Simone Margariti
Keyword(s):  
Public Libraries ◽  
Full Potential ◽  
Reference Services ◽  
Knowledge Domains ◽  
University Library ◽  
Digital Reference ◽  
Digital Reference Services ◽  
The University ◽  
E Mail ◽  
Current Practices

Discusses the current practices followed by some major libraries in Scotland for providing digital reference services (DRS). Refers to the DRSs provided by three academic libraries, namely Glasgow University Library, the University of Strathclyde Library, and Glasgow Caledonian University Library, and two other premier libraries in Scotland, the Mitchell Library in Glasgow and the National Library of Scotland in Edinburgh. Concludes that digital reference services are effective forms of service delivery in Scotland’s academic, national and public libraries, but that their full potential has not yet been exploited. E‐mail is the major technology used in providing digital reference, although plans are under way to use more sophisticated Internet technologies. Notes that the majority of enquiries handled by the libraries are relatively low‐level rather than concerning specific knowledge domains, and training the users to extract information from the best digital resources still remains a challenge.

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