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    Digital reference services in selected public academic libraries in Malaysia: A case study

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    Author
    Wan Dollah, Wan A. Kadir
    Editors
    Khoo, C.
    Singh, D.
    Chaudhry, A.S.
    Issue Date
    2006
    Submitted date
    2007-05-23
    Keywords
    Reference Services
    Academic Libraries
    Local subject classification
    digital reference service
    Malaysia
    
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    Citation
    Digital reference services in selected public academic libraries in Malaysia: A case study 2006, :122-135
    Publisher
    School of Communication & Information, Nanyang Technological University
    URI
    http://hdl.handle.net/10150/106202
    Abstract
    Reference service is one of the library’s primary services besides acquisitions, classification, cataloguing and physical planning. This service provides personalized assistance to library users in accessing and using suitable information resources to meet their needs. This research progress paper attempts to identify the status of digital reference services (DRS) in four public university libraries in Malaysia. In this study, the researcher attempts to identify usage of both traditional and digital reference services, user awareness of DRS, user satisfaction, and need for DRS. Two different sets of questionnaires were distributed: (1) a librarians’ questionnaire to librarians in the four university libraries, namely, Tun Abdul Razak Library, UiTM; University of Malaya (UM) Library; Tun Seri Lanang Library, UKM; and Sultan Abdul Samad Library, UPM; (2) a users’ questionnaire to students of the Faculty of Information Management, UiTM, and the Faculty of Computer Science and Information Technology, UiTM, UM and UPM. The findings show that DRS are effective forms of service delivery but their full potential has not yet been exploited. Email reference, Web forms and Ask-A Librarian are the main channels used in providing digital reference, although plans are under way to implement more sophisticated Internet technologies and collaborative digital reference.
    Type
    Conference Paper
    Language
    en
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    DLIST

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