Digital reference services in the Malaysian academic libraries : an exploratory study

Abstract

Reference services are considered one of the key activities in academic libraries. Currently, digital reference services have attracted the attention of libraries and information practitioners and researchers all over the world. The main objectives of this research are: (i) to determine whether the selected academic libraries in Malaysia provide digital reference services, and (ii) to identify the characteristics of the digital reference services if the selected academic libraries in the country do offer these services. This research is an exploratory case study of four selected academic libraries in Malaysia. These libraries are International Islamic University Malaysia (IIUM), University Putra Malaysia (UPM), University of Tenaga National (UNITEN), and University of Multimedia (MMU). This research adopts a qualitative approach in data collection. The sample of this study comprises of eight professional librarians and eight library personnel working in the reference department or staff whose primary responsibilities are providing reference services or information services at these selected academic libraries. In-depth interviews were conducted to collect information or data concerning digital reference services. This study explores four selected academic libraries offering digital reference services in which the asynchronous mode of digital reference services (e-mail reference and web form) are the current services offered. The findings of this study showed that both group of respondents (professional librarians and library personnel) responded positively to the idea or the concept of digital reference services. This indicates that the digital reference services have great potential to be developed and implemented in the Malaysian academic libraries.