Document Type
Conference Item
Publication Date
1-1-2014
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.
Keywords
Reference desk, User enquiries, Mobile applications, Reference service
Divisions
Library_main
Event Title
5th International Conference on Libraries, Information and Society (ICOLIS 2014)
Event Location
The Boulevard Hotel, Kuala Lumpur, Malaysia
Event Dates
4-5 November 2014
Event Type
conference
Additional Information
Conference paper