Provision of Digital Reference Services in Selected Nigerian State University Libraries

Abstract

Rationale of Study – This paper investigated provision of digital reference services in selected Nigerian state university libraries. The study examined  how digital reference service can improve information service delivery to library users in Nigerian university libraries.

Methodology – A survey research method was adopted for the study. The population of the study comprised of 45 professional librarians from three  university libraries. These are Delta State University Library, Abraka; Niger Delta University Library, Amasoma; and River State University of Technology  library, Port Harcourt. The population of librarians in the three institutions was small. So, the whole population formed the sample size and was used for  the study. A questionnaire was used to collect data for the study. Data were analysed using descriptive statistics.

Findings – The study revealed that digital reference services offered in the university libraries include instructions, guidance, information and research  assistance and consultation to library users. Social media like Facebook and Twitter, text-based chats, email correspondences, live chat and telephone communication are all channels through which digital reference services are delivered in the state university libraries studied. Effects of digital reference  services on university libraries include increased patrons’ interactions, speed of service delivery to users and accessibility of information services.  Challenges faced in the provision of digital reference services were low bandwidth in remote areas, hitches in downloading articles, slow Internet  connection and insufficient support for reference librarians. Practical Implications – The findings will serve as a reference point for other university libraries considering offering digital reference service.

Originality – This is an original research study. This study is the first of its kind in the study area.