EVALUATION OF VIRTUAL REFERENCE SERVICES IN SELECTED UNIVERSITY LIBRARIES IN KWARA STATE
Abstract
ABSTRACT
Virtual reference services refer to question answering services that libraries provide via email, an asynchronous channel of communication, either through a mail to link on a library website or a web form that users can fill out to ask reference questions online. This study evaluated Virtual Reference Services in Selected University Libraries in Kwara State. This research design adopted for this study is descriptive survey design and research instrument used was questionnaire. The data was analysed using Statistical Products and Service Solutions (SPSS). The findings revealed that most of the users indicated that email service and collaborative digital reference are the common virtual reference service provided in university library. The study also revealed that most of the users indicated that prompt response to readers’ enquiries through e-mail service is the most extensively provided virtual reference service in university library. The study also revealed that most user indicated that they are satisfied with the courteous and professionalism of the virtual reference staff in university library. The findings also revealed that most users indicated speed and multiple accesses to information are among the perceived benefit of virtual reference in university library. The findings further revealed that technical know-how, poor funding and infrastructural challenges such as inadequate ICT Infrastructure and epileptic power supply are the major challenges affecting the use of virtual reference service in university library. The study concluded that virtual reference services play a significant role in enhancing library service delivery in university libraries. Based on the findings the study recommended that University library management in Kwara State should continue to support and improve virtual reference services such as email service and also diversify their virtual reference platforms by integrating other real-time communication tools such as live chat, instant messaging, and social media to provide better virtual reference service to users.
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