Virtual Reference Services through Web Search Engines: Study of Academic Libraries in Pakistan
Abstract
:1. Introduction
Research Questions
- What is the current state of VRS in university libraries in Pakistan?
- How far is web search engines (WSE) used to provide VRS in Pakistani libraries?
- Which type of reference questions are generally dealt with by university librarians in Pakistan?
- What channels are being used by library staff to provide VRS to its patrons?
2. Materials and Methods
3. Related Literature
4. Findings and Discussion
4.1. Current State of Affairs of Providing VRS in Pakistani University Libraries
4.2. Virtual Reference Services in Pakistani Libraries
4.3. Time Spent on Providing VRS
4.4. Search Engines as Threat for Libraries
4.5. Use of SE in Providing VRS
4.6. Channels of Providing VRS
4.7. Reference Service Question Types
5. Discussion
6. Conclusions
7. Recommendations
- (a)
- The libraries that are not providing virtual reference services at the moment should adopt such services to attract users.
- (b)
- University libraries should depute competent and technically sound staff to the reference section, especially for digital reference services, and such staff should be compensated accordingly. Such staff should also be trained and equipped with use of new tools and technologies in providing VRS.
- (c)
- Online chatting tools are very popular in providing VRS in libraries. These should also be adopted in university libraries in Pakistan.
- (d)
- Libraries should plan their activities and they should focus on user needs, their education and information on digital literacy.
- (e)
- University libraries should have a written policy to set SOPs (standard operating procedure) for provision of digital reference services within the university and to collaborate with other university libraries.
- (f)
- Libraries should market their reference service section/desk in order to attract users and make research students and the faculty more familiar with such services.
- (g)
- Resource mobilization of trained VRS staff is also recommended among university libraries in Pakistan.
Author Contributions
Conflicts of Interest
Appendix A. Virtual Reference Services in University Libraries of Pakistan
Name of University | |
Designation | |
Department/Section | |
Gender | |
Qualification | |
Which library you are currently working at? Main Library ☐ Departmental/Seminar Library ☐ |
Q.1 | What is the current status of digital/virtual reference services (VRS) at your library. | ||
Do you: | YES | NO | |
Have trained staff to provide VRS | ☐ | ☐ | |
Collaborate with other libraries in providing VRS | ☐ | ☐ | |
Have written policy or statement for VRS | ☐ | ☐ | |
Use digital tools to provide VRS | ☐ | ☐ | |
Have planning to start/strengthen VRS at your library | ☐ | ☐ | |
Q.2 | In which year did you receive your MLIS degree or equivalent professional degree? | ||
Q.3 | In which of the following settings have you received formal training on the Internet or its uses? | ||
☐ In your professional degree program | |||
☐ In your current position | |||
☐ In previous professional position | |||
Q.4 | Do you think search engines are threats for libraries? | ||
☐ Yes | |||
☐ No | |||
☐ Don’t know | |||
Q.5 | Do you think that search engines can be used to provide reference services to users? | ||
☐ Yes | |||
☐ No | |||
☐ May be | |||
Q.6 | Rate the following search engines to be used effectively in providing better reference services | ||
Ask Jeeves | 1 ☐ very useful | ||
2 ☐ somewhat useful | |||
3 ☐ not very useful | |||
4 ☐ not at all useful | |||
Alta Vista | 1 ☐ very useful | ||
2 ☐ somewhat useful | |||
3 ☐ not very useful | |||
4 ☐ not at all useful | |||
Excite | 1 ☐ very useful | ||
2 ☐ somewhat useful | |||
3 ☐ not very useful | |||
4 ☐ not at all useful | |||
Yahoo | 1 ☐ very useful | ||
2 ☐ somewhat useful | |||
3 ☐ not very useful | |||
4 ☐ not at all useful | |||
1 ☐ very useful | |||
2 ☐ somewhat useful | |||
3 ☐ not very useful | |||
4 ☐ not at all useful | |||
Q.7 | Do you feel that library users are more inclined towards use of search engines rather than consulting the library’s reference desk/section? | ||
☐ Yes | |||
☐ No | |||
☐ Don’t know | |||
Q.8 | Has the availability of Internet-based resources made reference services more challenging | ||
☐ Yes | |||
☐ No | |||
☐ Don’t know | |||
Q.9 | What percentage of total library visitors do you think are consulting your library’s Reference Desk daily | ||
☐ 20% | |||
☐ 40% | |||
☐ 60% | |||
☐ 80% | |||
Q.10 | Which of the following services are currently offered by your library to its patrons? Please tick as much as apply to your library | ||
☐ SDI | |||
☐ Interlibrary Loan | |||
☐ CAS | |||
☐ Professional Communication | |||
☐ Receiving and Answering questions | |||
☐ All of above | |||
☐ Any other (Please mention) | |||
__________________________________________________________________ | |||
Q.11 | What are the delivery channels/tools you prefer to use for providing reference services | ||
Telephone | ☐ often | ||
☐ sometimes | |||
☐ seldom | |||
☐ never | |||
Fax | ☐ often | ||
☐ sometimes | |||
☐ seldom | |||
☐ never | |||
☐ often | |||
☐ sometimes | |||
☐ seldom | |||
☐ never | |||
Instant Messaging | ☐ often | ||
☐ sometimes | |||
☐ seldom | |||
☐ never | |||
Chatting | ☐ often | ||
☐ sometimes | |||
☐ seldom | |||
☐ never | |||
☐ often | |||
☐ sometimes | |||
☐ seldom | |||
☐ never | |||
Q.12 | For how long have these services been offered? | ||
☐ 3–6 months | |||
☐ 1–2 years | |||
☐ 2–5 years | |||
☐ Don’t know | |||
Q.13 | How many hours do you work on reference desk/section on a daily basis? | ||
☐ 1–2 h | |||
☐ 2–4 h | |||
☐ 4–6 h | |||
☐ 6–8 h | |||
☐ never worked | |||
Q.17 | Which of the following types of reference questions do you get at your reference desk/section? Please read the sample question in parenthesis if you’re not aware of the given choices. | ||
☐ Directional Questions………... | (What is the web link for the library OPAC?) | ||
☐ Procedural Questions ……….. | (Do you have circulation policy for outsiders?) | ||
☐ Person-related questions …… | (Do you have any books on the poems of Ahmad Faraz?) | ||
☐ Research question …………... | (I am looking for information on honor killing cases reported in newspaper in the last month) | ||
☐ Topical research question ……. | (I am looking for review studies on information management) | ||
☐ Subject-based question ……... | (Where can I find information about gender equality?) | ||
☐ Ready reference question …… | (How do I cite an online video in APA format?) | ||
☐ Certain type of item searching | (Do you have Pakistan Economic Survey 1999) | ||
☐ Fact finding ……………………. | (Where can I have latest census report on education in Pakistan) | ||
☐ Known item searching ………. | (I need dictionary of idioms) | ||
Q.18 | Which of the following channels are being used by you to provide reference services to the user? | ||
☐ Skype | |||
☐ Web Forms/Emailing | |||
☐ Instant Messaging | |||
☐ SMS | |||
☐ Web Chatting | |||
☐ Window Live Messenger | |||
☐ Any Other (please mention) | |||
___________________________________________________________________ | |||
Q.19 | Please provide your feedback on how the current situation of providing digital/virtual reference services in university libraries can be improved? | ||
______________________________________________________________________________________________________________________________________ | |||
______________________________________________________________________________________________________________________________________ | |||
______________________________________________________________________________________________________________________________________ | |||
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Khan, R.; Khan, A.; Malik, S.; Idrees, H. Virtual Reference Services through Web Search Engines: Study of Academic Libraries in Pakistan. Publications 2017, 5, 6. https://doi.org/10.3390/publications5020006
Khan R, Khan A, Malik S, Idrees H. Virtual Reference Services through Web Search Engines: Study of Academic Libraries in Pakistan. Publications. 2017; 5(2):6. https://doi.org/10.3390/publications5020006
Chicago/Turabian StyleKhan, Rubia, Arif Khan, Sidra Malik, and Haroon Idrees. 2017. "Virtual Reference Services through Web Search Engines: Study of Academic Libraries in Pakistan" Publications 5, no. 2: 6. https://doi.org/10.3390/publications5020006