Content analysis of reference desk enquiries leading to reform: A case study at University of Malaya Library

Norida, A.B. (2014) Content analysis of reference desk enquiries leading to reform: A case study at University of Malaya Library. In: 5th International Conference on Libraries, Information and Society (ICOLIS 2014), 4-5 November 2014, The Boulevard Hotel, Kuala Lumpur, Malaysia.

[img]
Preview
PDF (Full Text)
All.pdf - Published Version

Download (23MB)

Abstract

This study was about the analysis of 1313 reference enquiries at Central Library, University of Malaya over three (3) years period since 2011 until 2013. The aim of the study was to transform simple traditional enquiries into digital reference mode. The enquiries were asked at the reference desk face to face as well as via telephone and recorded in a simple database. Findings indicated that there are equal numbers of enquiries between rocedural/directional enquiries and in-depth enquiries / information resources related enquiries. Most of procedural/directional enquiries can be transformed into digital mode such as mobile application or using social media as a platform to interact with users. However, it was realized that in-depth enquiries still require librarians to physically mend the reference desk.

Item Type: Conference or Workshop Item (Paper)
Additional Information: Conference paper
Uncontrolled Keywords: Reference desk; User enquiries; Mobile applications; Reference service
Subjects: Z Bibliography. Library Science. Information Resources > Libraries (General)
Z Bibliography. Library Science. Information Resources > Information resources (General) > Information services. Information centers
Divisions: Library
Depositing User: Mr. Mohd Safri
Date Deposited: 24 Aug 2017 06:22
Last Modified: 24 Aug 2017 06:22
URI: http://eprints.um.edu.my/id/eprint/17696

Actions (login required)

View Item View Item

Downloads

Downloads per month over past year