Providing digital reference services: a Namibian case study
| Date | 14 May 2018 |
| Published date | 14 May 2018 |
| DOI | https://doi.org/10.1108/ILS-11-2017-0122 |
| Pages | 342-356 |
| Author | Wilhelm Uutoni |
| Subject Matter | Library & information science,Librarianship/library management,Library & information services |
Providing digital reference
services: a Namibian case study
Wilhelm Uutoni
Department of Information and Communication Studies, University of Namibia,
Windhoek, Namibia
Abstract
Purpose –The purpose of thisstudy was to evaluate digital reference servicesat the Namibia University of
Scienceand Technology (NUST) and the University of Namibia (UNAM) library. Twoaspects 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
consistedof librarians working at NUST and UNAM Library.
Findings –The research findings showed that these libraries used the general digitalreference model in
providing responses to the library users. The study established that the two libraries did not follow the
International Federation ofLibrary Associations and Reference and User Services Associationstandards of
staffing and trainingof librarians working with digital reference services. The studyfurther found that a lack
of ability to fully demonstrateto users how to access various library services was one of the major problems
that the librariansexperienced.
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.
Keywords Library services, Service evaluation, Digital reference, Digital reference services,
Reference services, Reference service evaluation
Paper type Research paper
Introduction
Digital reference services are defined as “Internet-based question-and-answer services that
connect users with individuals who possess specialised subject or skills expertise”(Lankes
and Kasowitz, 1998, p. 8). These servicesare also known as Ask a librarian services and use
human intermediaries or a librarian to clarify information needed by a library user, as well
as provide answers to theusers (Wasik, 1999).
Digital reference services are fast becoming part of today’s core library services,
especially academiclibraries. These services were necessitated mainlyby two factors:
(1) library users using the internet for their information needs; and
(2) the growing sense among librarians that they need to reach out to their users and
bring them back to the library (Francoeur, 2001; Coffman and Mcglamery as cited
in Kasowitz, 2001).
These factors resulted in the introduction of “remote communication”between librarians
and library users, which mainly used electronic mail (e-mail) as a mode of communication
(Kasowitz, 2001).
ILS
119,5/6
342
Received29 November 2017
Revised17 January 2018
8 March2018
Accepted13 March 2018
Informationand Learning Science
Vol.119 No. 5/6, 2018
pp. 342-356
© Emerald Publishing Limited
2398-5348
DOI 10.1108/ILS-11-2017-0122
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