Date of Award

5-22-2025

Thesis Type

PhD

Document Type

Thesis

Divisions

Faculty of Arts and Social Sciences

Department

Department of Library and Information Science

Institution

Universiti Malaya

Abstract

This study aims to investigate the instructional strategies used in Virtual Reference Services (VRS) to support users' learning in Indonesian universities. The focus of the study is to explore the librarians' understanding of their roles as instructors in virtual reference service and the practices of instructional strategies used in VRS. Finally, the study identifies the opportunities and improvements in instruction strategies to generate the initiatives to advance the instructional strategies in VRS.  The theoretical lens that is used in this research is Just-in-Time Learning (JITL), which consists of four characteristics: flexible, uses real-world cases, provides learning materials, and is customised to guide the data collection and analysis of the findings. This study employs a qualitative approach using the multi-case study design. The participants are 16 academic librarians who were recruited via a purposive sampling technique. The data is collected through an online interview (via Zoom meeting or Google Meet). Besides the interview data, additional data were gathered from chat/WhatsApp (WA) transcripts, library web content, and social media content related to VRS. The data analysis uses thematic analysis and ATLAS.ti version 23 for data processing.  There are four themes developed in this study, the first theme is the academic librarians' understanding the instruction in VRS, this theme highlights the librarian's comprehension of instruction in VRS is as flexible, provides e-resources, offers personalised service, uses real-world cases to increase users's skill on research and learning, and promote lifelong learning. The second theme is that librarian perceive their roles as library instructors in VRS as personalised research support and educators to promote lifelong learning. The next theme is the application of library instructional strategies and approach, which refers to the theoretical framework of JITL, which consists of six instructional strategy groups that emerge and represent librarians' comprehension and application of the instruction. Those are (1) immediate problem-solving, (2) flexible, (3) provision of learning materials, (4) lifelong learning, (5) personalised, and (6) real-world cases. Finally, the last theme is the initiatives and opportunities of the library to enhance library instructional strategies in VRS to support users' learning.  This study contributes to the development of the JITL concept, which previously focused on the formal classroom and workforce setting. However, this study's findings show that the theory can be applied to informal and virtual settings, in this case, in virtual reference services, especially the instructional strategies. This study also discovers the new paradigm of VR librarians. Traditionally, librarians in virtual services are often viewed as providers of information rather than facilitators of structured learning. So, this research redefines this understanding and role, positioning librarians as active educators who use varied instructional methods to support users' educational journeys.  Finally, the study establishes a Just in Time—Instruction Strategies framework for VRS (JIT-ISF) for future studies on instructional strategies in VRS to support users' learning. By addressing gaps in existing literature regarding librarian instruction and JITL, this study paves the way for further exploration of how technology can enhance information delivery and user engagement in libraries.

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Thesis (PhD) – Faculty of Arts and Social Sciences, Universiti Malaya, 2025.

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