Provision of digital reference services in academic libraries in Kenya: a review

Abstract

Rationale of the study - The popularity of internet as an avenue of communication and source of information has led to decreasing numbers of in-  person reference transaction in academic libraries. Consequently, academic libraries have embraced digital reference services in order to provide library  and information services far and wide, ubiquitously, and in varied modes and formats. The choice of channels to provide digital reference is essential in  that it determines the effectiveness and efficient of the service. Thus it was imperative to establish channels used by academic libraries in Kenya to  provide digital reference services, by specifically looking at channels used, factors that inform the choice of the channels and effectiveness of the  channels.

Methodology - A descriptive research design and survey research methodology was used for the study. A questionnaire was used to collect data from  heads of reference services in accredited and fully chartered academic libraries in Kenya. Purposive sampling was used to sample 19 university libraries  that were offering digital reference out of 39 university libraries.

Findings - Twitter, ask-a-librarian or email, facebook, and frequently asked questions (FAQS) are most popular channels for digital reference in academic  libraries in Kenya. The least used channels are live chat while those never used include: Skype, instant messaging, and library digital reference  consortiums. Factors that informed the choice of the digital reference channels were ease of use; availability; cost; popularity and software features.  Support was the least considered factor.

Implications - The findings will provide a reference point for other academic libraries considering offering digital reference service.

Originality - This is an original research study.