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FEDERAL UNIVERSITY DUTSIN-MA

FACULTY OF EDUCATION
DEPARTMENT OF LIBRARY AND
INFORMATION SCIENCE

LIS 241 REFERENCE AND INFORMATION SERVICES

LECTURER NAME: MR. SOLOMON OBOTU AKOR

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REFERENCE AND INFORMATION SERVICES

Introduction

A very common definition of reference service is a direct personal assistance to readers seeking

information in the library. In a similar definition, Lynch (1980) on Margaret Hutchins’

Introduction to reference work says “Reference work includes a direct personal aid within a

library to a person in search of information for whatever purpose and also various library

activities especially aimed at making information as easily available as possible”. Lending an

ascending voice, Ranganathan described reference service as the establishment of contact

between the reader and the book by personal service. He opines that the establishment of such

contact is the only available and effective method of discharging the function of converting the

potential users into habitual users.

What these definitions emphasized is the personal touch that the librarian gives the user in quest

for information. It speaks of an active role expected of the librarian in ensuring the maximum

utilization of the resources provided in the library, i.e. ensuring that the information recorded on

the pages of library books are accessed. In other words, what the reference librarian is concerned

with is the maximization of access to information by the user. Therefore, he goes extra length to

help. He is not expected to sit back and relax after providing the books, only to let the users help

themselves as much as they are able. Today, the reference librarian is to help make the library a

part of the daily life of the people as they turn to the library for their information needs. His large

aim is to turn the informational illiterate into the informational literate and this means service for

all people at all educational and economic levels.

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EVOLUTION OF REFERENCE SERVICE

Formalized reference service is a child of the 19th Century. The birth place was the inaugural

meeting of the American Library association (ALA) in 1876at Philadelphia when Samuel Green

made the proposal in a paper titled “Personal Relations between Librarians and Readers”. The

paper wasa reaction to his observation of the passive role of librarians in the search for

information by users.

What was obtained at his time was a lack-commitment, lack-seriousness, no standardized

informal help to users which had actually persisted from the beginning of organized libraries.

Librarians offered to help as mere courtesy depending on individual dispositions. Mr. Green felt

that the time had dawned for a more legitimatized and more serious approach to personal aid to

users. He saw that the old phase was inadequate to meet the needs of the later part of the 19 th

Century and beyond. Hence, this paper was acknowledged as the first recognized proposal for

the establishment of formalized reference service.

Curiously, this proposal was challenged by the more conservative librarians who felt that

catalogues classification systems, and indexes were sufficient to provide adequate access to

collections for readers. Others who were more forward-looking recognized that the responsibility

of the library must extend beyond the mere gathering and organizing of books and other

materials, to an active role in the dissemination of information. Fortunately, reason prevailed and

that saw the acceptance of reference service as valid in libraries. According to Kaplan “by 1893,

the theory of reference service had been thoroughly and generally accepted by American

Librarians”. From America, the idea has been sold to other parts of the world including Nigeria.

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THEORIES OF REFERENCE SERVICE

The Conservative Theory

This is based on the occasional personal assistance to users is more than sufficient. Assistance

should be limited to instruction and guidance only. Here, the aim is to provide the books to users

and keep out of their way to the highest possible extent. Those who uphold this theory believe

that the library is an educative institution and the ability to find one’s own information is a part

of the process of education. They also question the capability of reference librarians to cope with

the numerous users and their competence to provide information in all subject areas. They fear

that if librarians aimed to provide answers all the time they might opt for the provision of only

those services that are easily or cheaply offered and easily caught. They feel that providing full

information is like spoon feeding the user.

In the words of Thomas et al, the finest tradition of American librarianship grew out of the

respect for the individual and seeks to foster self-reliance. This tradition aims to minimize our

dependence on an information specialist intermediary. Librarians should acquire and provide

access to the information and reject the role of guardian and dispenser of information.

Liberal Theory

Here a reference librarian is expected to provide the maximum assistance. He could go out of his

way to provide the needed information at any cost even if it means getting the information

through an external source (i.e. via interlibrary loan or reference to any agency or individual).

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According to Anita Schiler, “the real future of library reference lies in direct provision of

comprehensive and accurate information to satisfy user demand instructing the user on the

technique of information. Searching is an important but secondary goal and is not necessarily a

reference function”. Those who are responsible for this theory are of the opinion that by their

professional calling, reference librarian should deliver the goods just as people in other

professions and anything less amounts to smirking responsibility.

In the words of Thomas et al “it is time to stop trying to turn everyone into armature librarians.

Give them more than a few hours of bibliographic resources. In addition to obscuring

professional competence involved in providing information such courses often reinforce a do-

not-disturb-the –librarian” attitude. People want and need information, not personalized

instruction. Providing such information should not be seen as spoon feeding. The complexity of

obtaining and evaluating the information necessary to make informed decisions in all areas of

modern life provides librarians with an important responsibility that extends beyond traditional

library responses.From printed sources….it is the librarians responsibility to provide information

to a wider range of people in a greater variety of ways “the argue that given all the resources

available in the library, the reference librarian should have no problem providing information to

those who need it.

In summary, the liberal approach maintains that given the growth in size and complexity of the

body of recorded knowledge, it is unrealistic, uneconomical and inefficient for the user to

attempt to master the specialized skills and knowledge that is the special province of the

librarian. It is the duty of the reference librarian to employ this specialist skills and knowledge to

provide information needs of the clients.

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Moderate Theory

This represents a compromise between the two extremes. It is the intermediate view and is most

commonly applied in a majority of libraries. The librarian uses his discretion to know the level of

service to render at any time.

Another man who contributed in the formulation of theories of reference service was Samuel

Rothstein. Rothstein recognized three theories of reference service:

 Minimal theory

 Middling theory

 Maximal theory

This three concepts were mutually dependent and often come in conflict because they are based

on the primary concept of fear, expediency and faith respectively.

Minimal Theory

This theory holds that a reference librarian who lacks confidence and does not possess the

necessary ability apt to have fear in his mind. As far as possible he would like to be out of the

way of the user and as a result, he will always provide minimal assistance to users. In other

words, this theory explains that the reason why a reference librarian may opt out to offer minimal

service is fear or lack of self confidence. This expression cannot be correct in all cases. A

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reference librarian may be quite at home with his job but due to the pressure of the mind, or the

circumstance of the moment, he might not give the maximum assistance expected.

Maximal Theory

This theory emphasized faith as the propelling factor in the provision of service at a maximum

level. It maintains that a reference librarian who knows his job very well is apt to have

confidence in his ability to provide service at the highest level. His faith in capability to deliver is

beyond shaking and therefore he goes all out to get a solution to the user’s problem.

Middling Theory

Expediency is put forward as the reason for performance at the immediate level. The reference

librarian provides service suitable to the occasion. But what is considered suitable may be

difficult to define. Such situation is based on judgment and common sense of the librarian. When

the occasion demands maximum service, he will give it. The danger is that a librarian who is

lazy or hates work will hardly judge any occasion as deserving maximum service.

OBJECTIVES OF REFERENCE SERVICE

General Objectives

 Teach patrons on how to use the library catalogue

The Reference Librarian can teach the students and users on how to use the library

catalogue or recommend the proper keywords or subject that are used in the library

catalogue for the topic that the user want.

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 Help patrons find books on shelves

The Reference Librarian can help patrons find books on shelves: reference librarians are

able to help users to go directly to shelves with books on certain topic without using the

catalogue. By this kind of method, patrons can save time in finding the information that

they need.

 Recommend books to patron

The Reference Librarian must truly get familiar with the library collections. Therefore,

the librarian can recommend books that can contain the answers to particular questions as

the reference librarian is already familiar with the content of hundreds of books.

 Teach users to use online database

The Reference Librarian can teach the library user to use online database such as Hinari,

Koha, Newgen Lib etc and recommend words and search strategies for the topic the user

has in mind.

 Advice on searching information

The Reference Librarian can recommend reliable website, give advice on searching the

internet for information and evaluate the reliability of information on the website.

Therefore, users can get information.

Specific Objectives

Collection Development Objectives

 Provide a balance, current, accurate and relevant collections of print and digital tools for

library research in all fields.

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 Select appropriate new reference materials in all the formats that can accommodate both

print, C.D ROMs, databases, and www.

Collection maintenance Objectives

 Process, bind, shelves and maintain printed reference materials in the right place

 Make computer based tools easy to locate, readily accessible and consistently reliable.

 Provide physical location that can sustain, preserve and manage the print and digital tools

so that they are available and easily retrievable by esteem users.

REFERENCE QUERRIES/QUESTION

According to Margaret Hutchings, a reference query is a request from a patron of the library for

information of a definite nature which he expects the answer will be found in printed materials

and their like or a certain work or works not readily located in the library. In short, a reference

query could be said to be any request for help in locating needed information in the library.

Types of Reference Query

Four major categories can be identified as follows:

 General category

 Subject category

 Source-Used category

 User category questions

General Category

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Questions in the general category can be further grouped into four queries. This further grouping

is an attempt to classify questions according to their demand or the librarian, i.e they show the

complexity of the information required (which actually has implication for the extent of search)

Directional Reference Query

These questions are usually asked about physical locations, the user merely asks to be directed to

physical locations of need in the library e.g. “Where is the law collection?” Where is the library

catalogue? Where is the map collection? Or the rare book collection?

The librarian does not normally need to consult any source except perhaps in very large libraries

where it may not be easy to keep all locations in memory, especially for the new staff. In such

case the floor plan of the library may just be what is needed to give the needed direction. Under

very normal circumstances in many libraries, the librarian merely draws upon his experience to

direct the user to what he wants.

Fact or Ready Reference Query

These may be described as fact-finding enquiries and are the commonest queries usually raised

in the library. This type of query rely heavily on the use of reference service for example a

question like which is the largest city in West Africa or which is the most populated country in

Africa or who is the president of Nigeria. Ready reference source such as year book,

encyclopedia, handbook and bibliographies will provide such answers.

Specific Reference query

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This type of query that is raised by the user involves the use of a number of reference sources for

example ‘The role of Women in Librarianship’ in this type of query, different reference sources

are needed to answer it. This is because one reference source might not adequately answer the

query. Reference sources such as indexes and abstract, encyclopedia and bibliographies will

answer such.

Research Query

Some users of a library might request information on serious issues that involves rigorous

academic activities. This is particularly to researchers who are investigating serious issues for

example a user working on the (impact of library use on the academic performance of high

school students) will need to consult a lot of literature on the topic such as indexes, abstract,

handbook and other online reference sources.

From the foregoing, it is therefore expected that reference librarian should have a wider scope of

the understanding of all reference source in the library. This will eventually make the reference

librarian to be at brazed or familiar with the available reference source so that he will save the

time of the user.

Subject Category

Here enquiries are grouped according to their subjects. Quite often the subject of an enquiry

provides a key to what to consult. Subject enquiries can perhaps, be accurately described as

“material finding” queries e.g. can you find me something on Islamic attitudes to women? Or

have you anything on the use of music in treating mental illness? Or can you suggest some books

on the origin of the feudal system?

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From the librarians point of view, these “something on a subject” enquiries have two features:

the result of the search is a bibliography i.e a list of references to sources of information (more

often than not accompanied by the production of the material required by the reader); secondly,

since there can be no definitive answer, the point is never reached where more material might not

be discovered by further search.

Source-Used Category

Here questions are grouped on the basis of expected sources of information. There are directory

questions about addresses, telephone numbers, executive numbers of associations etc. dictionary

questions are answered using the dictionary e.g question about the meaning and usage of words

etc.

User Category Questions

In this grouping, the focus is on the category of users usually associated with such questions. For

instance those questions usually asked by young people can be grouped as juvenile questions and

they are usually questions borne out of curiosity.

THE REFERENCE LIBRARIAN

To be effective in office, the reference librarian needs to possess certain qualities. Some of the

qualities are in-born while some are acquired. Included are:

A Lover of Books

He needs to possess an endless delight in reading, a liking for the book trade and general

bibliography and an enthusiasm to canvas for book user.

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A Good Memory

A retentive memory is an asset to the reference librarian. Some out-of-the-way piece of

information which you come across some time ago may be precisely what is required to answer a

reference question.

Accuracy and Tidiness

The enquirer expects to receive reliable information from the library. He is worse off than before

he telephoned, if he is given wrong information, because he believes that he now has the correct

facts and may not bother to check. A guard is to work with current sources always especially

such sources that contain constantly changing information e.g. the Directory.

Curiosity

This involves an interest in the user’s query. Curiosity in this context means discovering what the

reader really means and it can take some disentangling.

Patience

This quality will help the reference librarian to cope with the stresses and strain of reference

work. He deals with all kinds of people, some fastidious, some ungrateful ones yet some abusive.

He has to be patient to consult many sources in pursuit of a bit of information.

Empathy

This refers to the ability of the librarian to put himself in the position of the enquirer. This will

help him to understand and appreciate the user’s need.

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A liking for People

Reference work is not for the misanthrope. A liking for people will help him accommodate all

the kinds of people that he comes in contact with in course of his daily activities in the library.

The range of people who visit the reference desk include the young people, old, clever people,

stupid ones, bad-tempered ones who just want to “scorn off a public servant”, shy people who

keep apologizing for being a trouble and so become even more of a trouble, scholars who are

puzzled by your inability to understand their casual reference to polysyllabic Latin titles etc.

In general, the reference librarian has to like the two parties he brings together: the books and the

people.

REFERENCE MATERIALS

Reference materials are often referred to as reference books or information sources, reference

materials are books and other information materials designed by their arrangement and treatment

to be consulted for definite items of information rather than to be read from cover to cover.

Using reference books is a common practice but the skill of using them to their utmost is lacking

among many library users. As a result of this, familiarity with reference material is very

important to readers so that they will appreciate the accuracy and dependability of reference

books.

Any reader who has formed the habit of consulting reference books has the potential for

developing his ideas successfully. It is also very good for conducting independent studies.

Mastering the skills necessary for using reference books entails constant interaction with the

books.

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Types of Reference Materials

The following types of reference materials have been identified:

Bibliographies, Dictionaries, Encyclopedias, Yearbook and Almanacs, Handbooks and Manuals,

Biographical Sources, Periodical Indexes, Directories, Gazetteers, Maps and Atlases and

Government Documents.

LITERATURE SEARCH

Literature search is finding out of knowledge or information that will satisfy your information

needs using a literature topic.Literature search is the systematic search for knowledge and

information contained in document on a particular topic held in a library or document to which

the library has access tools.Past and present document in that field are searched and relevant

document to the subject of interest are retrieved.

The catalogue is the main access tools for searching document. This could be done or achieved

throughauthor, title and subject entries. However, knowledge of information contained in

journals, conference proceedings, report etc could be obtained using indexes and abstracts.

A good literature search is preceded by certain parameters or characteristics. These parameters

includes

 What is wanted

 What do you know about that which you wanted

 The information tools available

 How the information tools are constructed

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 The structure of the access tools (i.e. the layout)

STEPS TO BE CONSIDERED IN LITERATURE SEARCH

Finding Focus

To find relevant information, the searcher needs to have focus on what is been asked. He needs

to be able to summarize the topic and use his own words as much as possible e.g Aids Among

Adolescent in Africa and its prevalent.

Identify Search Terms

Break the topic into parts or concept. Use dictionary, encyclopedia and get the proper meaning of

the word in parts. This is critically important to give you an overview of the concepts involve.

Understand how to Define a Term

It is important to understand how the concept/variables or explicit phrases are used in the topic.

English words could be tricky. It’s therefore important to use semantic tools such as thesaurus, in

addition you can use English dictionary to get meaning of words.

Use Alternative Terms

Having checked your semantic tools such as thesaurus, dictionaries, encyclopedias, you may be

informed to use alternative words. Know also that root words in English could offer different

meanings and different spelling favor, examples of root words include cell-phone, hand phone,

mobile phone.

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Formulate Query Statement

While you identify your concept of variable you can formulate your search query using the

conjuction of Boolean terms or Boolean operators. (“AND”, “OR”, “NOT”).

REFERENCE SERVICES IN THE LIBRARY

Special services to different types of libraries. The nature of reference services provided in any

type of library depend largely on the objectives of the of the libraries.

Academic Libraries

These are established in higher institutions such as the universities to support their functions. The

functions of the university for instance are research and publications, teaching, conservation of

knowledge and ideas and extension services. The clientele of the academic library are drawn

from the faculty members, students, alumni and the entire academic community.In the university

libraries, services should depend on curriculum of the university, research programs, methods of

teaching, and objectives of university education.

Generally, the reference services provided in the university libraries would include the

following:

 Instruction in the use of the library

 Provision of general as well as specific information on request

 Assistance in the location of searching of documents

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 Conducting literature search

 Readers advisory role

 Compilation of bibliographies

 Preparation of indexing and abstracting services for research students

 Reservation of materials

 Interlibrary loan

 Organizing library exhibitions including the display of new additions to the library

 Maintenance of clippings and vertical files

 Current awareness services and selective dissemination of information.

INDEXING AND ABSTRACTING

Indexing entails the systematic listing of the essential contents of a document for the purpose of

speedy information retrieval. The reference department compiles indexes on important materials

for which no index was provided at the time of publication. All indexes compiled could be kept

in appropriately labeled files. Users are made aware of the existence of index files so that they

can use them along with the library materials.

The reference department also makes abstract of important documents and let users know of their

existence in the library. Abstracting involves the summarization of the essential contents of

documents. Abstract facilitate information retrieval as the reader can determine whether or not

the original document will meet his/her information need after reading the abstracts.

CURRENT AWARENESS SERVICE (CAS)

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Dissemination of information that will keep it users well-informed and up-to-date in their fields

of basic interest as well as in related subjects is called Current Awareness Service. It is a system

of getting knowledge on recent development, and especially those developments which relate to

the special interest of the individual.CAS is a device of the information system through which

the users of information can be informed promptly, as soon as possible after publications but

before absorption into the comprehensive secondary sources of current literature on a broad

subject field or on an area in which a group of persons are interested, and presented in a manner,

volume and rhythm intended to facilitate or cultivate current approach to information.

S.R. Ranganathan defines CAS as “Documentation periodical listing the documents appearing

during the period covered, and without being selected to suit the requirements of a particular

reader or of a specific topic under investigation. It endeavors to keep the clientele informed

promptly of all the nascent thought created in their fields of work and related fields.”

B.C. Vickery defines “CAS is more frequently and more adequately met by circulation than by

retrieval, current journals, newly received book and report, abstract bulletins and the like being

fed to and scanned by users.”

Basically, speaking, CAS is a device for alerting specialists towards latest developments and new

publications acquired by the libraries/information centre.So, we can define CAS as- “The

establishment of a system for reviewing/scanning, publications immediately upon receipt,

selecting information pertinent to the needs of the organization served, and recording/notifying

individual items of interest to be brought to the attention of those persons to whose work they are

related.”

Types of Current Awareness Service

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Two kinds of Current Awareness Services may be recognized.

1. Those services, which are directed towards individuals or group of users. These may

include communication of information to individuals or groups through informal

conversation or via telephone, a message sent on notification form, SDI, routing of

periodicals (or automatic loan) and other documents. In this field, information supplied

within the period of one week to one month.

2. Those services, which are directed towards all users of the services, these may include

accession list (a list of recent acquisitions), bibliography, indexing and abstracting

services, bibliographic surveys, literature surveys, table of contents of periodicals

received in the library, Current Awareness bulletin, etc.

SELECTIVE DISSEMINATION OF INFORMATION (SDI)

SDI is a type of current awareness service meant to keep the user abreast with the latest

developments in the field of his interest. It is a personalized service meant for the individual or a

group of users having identical information needs. It is a quick service which provides the

pinpointed and exhaustive information to the users. SDI involves the screening of the document

and selecting the information according to the specific information needs of each user or group

of users (homogeneous). The main objective is to keep the user well-informed and up-to-date in

his area of interest.

Selective Dissemination of Information (SDI) is defined as the system in which selectively and

automatically compiled information about new documents is disseminated to researchers,

scientists and others who need these documents/information or supplying each user or group of

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users with a reference of documents or abstracts relating to their predefined areas of interest. It

involves notifying the material that matches the interests of the client.

Characteristics of SDI

The following are the characteristics of SDI service:

1. It is a computerized assisted service.

2. SDI is concerned with current published information.

3. The source of current information may be available both within the organization and

outside it.

4. The new/current information should be disseminated to the users such as researchers,

scientists, managers, etc. within the organization.

5. The channeling or directing of this information depends upon the nature of this interest.

One of the important things in SDI service is that only current and selective information which is

highly relevant to the user’s interest is to be selected by the computer for dissemination.

Objectives of SDI

Some of the objectives of selective dissemination of information (SDI) services are as follows:

1. To provide current information on a predefined area of interest.

2. To receive, scan and provide the literature / information to the right users at the right

time.

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3. All the current information which is relevant to the interest of the user must be brought to

the notice of the user (notification).

4. All the relevant information which is published elsewhere in the world (in English or

other languages) should be located through various sources.

5. To achieve current requirements through the scan of current material such as journals,

current awareness bulletins and other important resources.

6. To save the time of the user.

7. No irrelevant documents should be brought to the notice of the user. Only the selective

and relevant documents should be brought to the notice of the user.

TRANSLATION SERVICE

“Translation” means a written work expressed in a language other than the language in which it

was originally composed. The purpose of translation is to make a document accessible to those

who have insufficient knowledge of a language to be able to comprehend the text in its original

form. One of the main characteristics of modern science is said to be its international nature. The

results of these modern scientific research and observations are published in number of

languages, from a number of countries. Unless some effective mechanism is created for getting

over this language barrier internationalization of scientific communication is likely to remain

more as an ideal than reality.

Translation service was developed as one of the facets of documentation, which plays a very

important role in dissemination and application of knowledge. Today, scientific literature is

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publishing in various forms, subjects and languages. Recorded knowledge fails to be utilized

fully if there is obstacle in its communication between individuals who read and write different

languages. The solo researchers with the knowledge of one or two foreign languages cannot cope

up with the turbulence’s of literature produced on different parts in different aspects in various

languages in the world.

Translation services is an important service provided by the libraries and translation helps

enhancing the use of documents. Under translation service the library patron generally requests

the library to make the translation of the required article which is in the language other than they

understand. Translation service is a highly intellectual activity and it requires qualified staff

having knowledge of the language.

EVALUATION OF REFERENCE SERVICE

The essences of evaluation of references are: to check the current status of the service, to

discover methods for immediate and language improvement and after, to determine the need for

modification of goals and philosophy of source. In practical terms, the analysis may be necessary

to justify the following budget requests, to determine the requirements for added staff, to support

changes in physical surroundings, operation of database, or membership in a network.

Types of Evaluation in Reference Services

Indirect Evaluation

Concerns budget, personnel and among other things, the size , age and value of the reference

collection including all types of methods inside and outside the library which may be employed

for reference service.

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Direct Evaluation

Ideally the librarians combine both direct and indirect evaluation in any study; it is, in fact, hard

to separate them entirely from the above reason, that one can hardly answer questions well

(direct) without proper resources (indirect).

LAW OF LIBRARY SCIENCE

The five laws of library science were developed by the foremost Indian Librarian, S.R.

Ranganathan and published in his book Reference Service and Bibliography in 1940. Although

the laws were for the whole field of library science, he believed that these laws have more

relevance to reference service than other aspects of the field. He analyzed the concept of

reference service in the book and came to a conclusion that reference service is the ultimate

function of any library big or small and an ultimately manifestations of the laws of library

science. These laws are: Books are for use; Every reader his book; Every book it’s reader; Save

the time of the reader; The library is a growing organism.

First Law

The emphasis of the first law is on use. The modern library emphasizes the use of the materials

gathered in the library as opposed to the past when use was not encouraged. In fact it was the

need to encourage the use of books that led to the introduction of reference service in the first

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instance. Today’s librarian must think of ways of encouraging the maximal use of library

materials.

Second Law

The emphasis of the second law is on the reader. The reader is a human with personality traits

which must be acknowledged and appreciated. The librarian ought to have at least a working

knowledge of how this will help him serve the user better.The librarian should manifest interest

in the user and this interest will propel him to want to satisfy his need.

Third Law

This law emphasizes the book both the physical object and as a vehicle of ideas. As a physical

object, it needs to be adequately taken care of to prolong its life. As a vehicle of ideas, it has to

be marketed in order that the ideas sell far and wide. No book in the library should be redundant.

Every book is written with a target audience in mind and therefore the librarian should canvass

for appropriate readers for any given book. Books in the library that has not been seen or used

for a long time should be displayed to catch the eye. Positive feature of the book can be

highlighted to accompany the display or in a book talk. You should encourage the use of books

as gift items.

Fourth Law

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The subject of this fourth law is “time”. ‘Time is money’ goes a popular saying. Therefore there

should be no waste of the user’s time. The system should be organized in a way to allow any

transaction to be finished in a record time.

Fifth Law

This fifth law emphasizes growth. The library grows in terms of resources including staff,

members, materials and services. Device a way of letting your user know about new accessions,

new services (e.g. indexing and abstracting services). Getting to know that a desired service is

now provided in the library will serve to attract users to the library. Even the possibility of

getting needed materials through interlibrary loan is a sure sign that the library’s size is extended

beyond visible walls.

DIGITAL/ONLINE REFERENCE

The terms "virtual reference," "digital reference," "e-reference," "Internet information services,"

"livereference" and "real-time reference" are used interchangeably to describe reference services

that utilizecomputer technology in some way. Whether it is email reference, chat reference or an

automated routingsystem, virtual reference is significantly influencing the delivery of high-

quality library services (VirtualReference Canada). Digital reference techniques have been

around, in one form or another, for almost adecade now. VRS or DRS are simply defined as the

provision of real-time personal assistance to users viaweb-based interactive software. To satisfy

the information need, the librarian can "chat" as a component ofthe software to answer a fairly

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specific or simple question, or deliver digital materials, or suggest relevantweb resources to the

user, and provide online bibliographic instruction. This service may happen when thelibrary is

closed, or when the user is unable to get to the library. This way, users can still be in contact

withexperienced reference librarians. Questions submitted via email and linked web pages

require attention fromreference staff, and the virtual reference transaction can be more complex

and time-consuming thantraditional in-library service. The Web medium that poses a new

challenge for librarians offers major newtools to give us the power to control our own situation.

With the expansion of reference modes to digital communication, namely e-mail (asynchronous)

and chat(synchronous), there has been a delay in applying instruction to digital reference.

Academic libraries startedfirst offering e-mail reference where users could submit their questions

via an e-mail address. Recently theadoption of Web forms not only changed the quality of the e-

mail reference engagement for the better, butalso challenged librarians to develop effective

means for managing questions and responses. A digitalreference transaction will usually include

the following elements: the user, the interface (web form; e-mail;chat; video etc.), electronic

resources (including eleectronic or CD-based resources; web resources; localdigitized material

etc), as well as print resources and the information professional.

Planning for Digital Reference Service

Detailed guidelines for a Digital Reference Service is drafted by IFLA with a purpose to promote

digitalreference best practices on an international basis (IFLA Digital Reference

Guidelines).Planning should include consideration of the following (Berube, 2003):

 Physical service location (in a public service area; in a special collections area; in an

office;

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 proximity to print resources etc)

 Virtual service location (server space; Internet Service Provider etc)

 Training in advanced web skills, reference interview and procedure

 Programming and web expertise (web design skills; database management etc.)

 Management and co-ordination of the service (who does what when)

 Completion time for transactions (questions will be answered in a day/two days/a week

etc.)

 Quality control (basic standard for researching questions; types of sources used;

structured

 Response; referrals to other resources or services etc.)

 Service population (whether service is available for local library users or anyone)

 Data collection for evaluation

 Promotion of the service

 Hardware and software (PC/Workstation; printer; scanner; mail client; web-form; chat

software;

 Authentication software; etc.)

 Additional equipment (web cam; video equipment etc.)

 Furniture

 The staff necessary to run such a service includes:

 Researchers (librarians; library assistants) to gather the information to answer questions

 A co-coordinator to assign questions and to monitor answers; to schedule staff

 IT support for running networks, maintaining web pages and scripts

 Data entry staff to input and send responses.

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Delivery Methods of Digital Reference

Digital reference services can be made through e-mail or chat. Libraries are also using a couple

of differentmeans of running an e-mail reference service: using basic e-mail or web forms. There

are also a fewdifferent ways of operating a chat reference service: using simple chat software,

web-based chat rooms, andweb contact center software. Below is a quick preview of each of the

delivery methods with more detail.

E-mail

User sends the library an e-mail with a reference query, supplying whatever information he or

shefeels is necessary. The library may reply by e-mail, phone, fax, letter, etc. Now days the

WebPages of Libraries are coming with “Ask a Librarian” option.

Web forms

Here usually the user fills out an online form on the library's web site. The form asks the user

toanswer clarifying questions that will help the reference librarian responding to the query. The

usersends the completed form to the library and the library may reply by e-mail, phone, fax,

letter, etc.While e-mail reference allows the user to write down the query in his or her own

words, a web formstructures the user's request somewhat, prodding the user to supply additional

information that willspecify the request.

Chat reference using simple technologies

In this method, user exchanges short, text messages back and forth with the librarian, in a

chattingenvironment. This way doesn't allow for all the fancy interactivity that web contact

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center softwareallows, but it does allow for rapid, basic communication. There are three ways of

running this kindof a service: with free, instant messaging software (such as AOL Instant

Messenger), with a web basedchat room, or with chat software purchased by the library. With

most of these services, theuser types in an opening query or greeting to get the attention of the

librarian staffing the chatreference service. The user and librarian may exchange a series of short

messages to get to theheart of the user's request. This exchange of messages is live (it takes place

in real time) andallows for negotiation of the user's query.

Chat reference using web based contact software

Borrowing technology from online customer service, software for web contact centers not allow

forinstant messaging, but they also offer give the librarian power to control the user's browser. A

Librarian can actually make the user's browser display a recommended web page, such as a

searchengine (with a suggested query typed in by the librarian!) or the main page for the library's

onlinecatalog. As the librarian pushes pages onto the user's browser, the chat window can also

appearon both user and librarian's screen, allowing them to have a typed conversation about the

webpages being sent to the user.

Collaborative networks for reference

In this model, two or more libraries team up to offer reference service using any of the above

onlineformats. The user would send to a member library his or her request, which would be

forwarded tothe library best able to answer the question. A library may get a question routed to it

because it hasparticular strengths in its collection that match the needs of the user. Or a member

library might geta question routed to it because it happens to be open when the user makes his or

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her request. Forexample, a user in New York who tries logging on at 3 a.m. Eastern time to the

chat referenceservice of a member library in Boston could be automatically routed to a member

library in Hawaiior Australia that, thanks to a time zone difference, is open.

Knowledgebase

Knowledge bases are used to retain questions and answers for reuse, in searchable database or

archive. The use of previous answers to respond to new questions, knowledge bases

reducequestion response time and duplicated effort. If users search for and find prospective

answers totheir questions, knowledge bases allow libraries to meet users at their point of need.

Knowledgebase records will have high quality of information that users may not find on the

Web. An effectiveknowledge base amounts to a peer-reviewed institutional memory, if only we

add authoritative andreliable questions & answers to it. This is a typical way of the traditional

reference service to keepall the reference questions and answers in files, through which the a

“long range reference”becomes a “ready reference”

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References

Fundamentals of Library and Information Science. By Julie N. Udensi and Philip U. Akor

Information Literacy for Tertiary Education Students in Africa. By Ayoku, A. Ojedokun

Library and Information Science Text for Africa.By L.O. Aina.

Library Information Services and System. By Pankaj Kumar Singh

Reference and Information Services: An Introduction. By PiyushRanjan

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