Infrastructure needed for digital reference service (DRS) in university libraries

What is it about?

Purpose – Modern information and communication technologies (ICTs) are transforming reference service (RS) from physical to virtual. The paper aims to explore the current status of ICT infrastructure necessary for delivering effective digital reference service (DRS) in university libraries of the Punjab. Design/methodology/approach – This exploratory study used questionnaire survey method to probe the current status. The questionnaire was worded to achieve an official organizational response. For ensuring the content validity, comments from some well‐known LIS professionals were sought. In the light of experts' opinions, necessary modifications were made to the instrument. University libraries of the Punjab province (n=40) recognized by the Higher Education Commission (HEC) were identified as targeted population. The questionnaire was distributed through post and e‐mail. The researchers were able to get questionnaires filled from 38 universities. Findings – The findings reveal that the ICT infrastructure needed for designing and implementing an effective DRS in libraries is better than before but it needs further improvement. Many libraries also own general and reference collection in electronic format. Only a few libraries have started DRS while most of them are still using face to face channel for reference transactions. Practical implications – This study is an attempt to fill a gap in the local literature on the topic and provides baseline information to design and implement DRS in academic libraries. Originality/value – The findings will be helpful in designing better and more effective DRS systems in Pakistan as well as in other developing countries.

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