A DIGITAL REFERENCE SERVICE FOR MEHTA SENIOR SECONDARY SCHOOL

LIBRARY (MSSL)

BY

NAKITYO RACHEAL

16/U/19848/EVE

A PROJECT REPORT SUMMITED IN PARTIAL FULFILMENT OF THE

REQUIREMENTS FOR THE AWARD OF THE DEGREE OF BACHELORS
OF LIBRARY AND INFORMATION SCIENCE OF
MAKERERE UNIVERSITY KAMPALA

AUGUST, 2019
DECLARATION

i
APPROVAL

ii
 DEDICATION
This project is whole heartedly dedicated to my family and friends, my beloved mother, Mrs.
Muksasa Robinah, my brother Kaggwa Micah ,my sister Kiiza Milka, my friend Najjuko Violet
to mention but a few who stood by me in my struggles. May the almighty God grant you all the
desires and requests your heart.

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 ACKNOWLEDGMENT
This research and compiling of project report would not have been successful without the help of
God and my supervisor.
I also convey my heartfelt opportunity given to me during my training at MSSSL. Thank you for
your supervision, encouragement, expectation, support and guidance during my research. I
would like to express my gratitude to my supervisor for all the moral support and guidance
during this period of research
All glory and honor to my beloved mother, brother, sister, friends and my supervisor may the
good lord bless you.

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TABLE OF CONTENTS
DECLARATION ............................................................................................................................. i

APPROVAL ................................................................................................................................... ii

DEDICATION ............................................................................................................................... iii

ACKNOWLEDGMENT................................................................................................................ iv

ABSTRACT ................................................................................................................................. viii

CHAPTER ONE ........................................................................................................................... 1

1.1Introduction ............................................................................................................................ 1

1.2Background to the Study........................................................................................................ 1

1.3 Statement of the Problem ...................................................................................................... 3

1.4 Purpose of the study .............................................................................................................. 4

1.5Specific objectives ................................................................................................................. 4

1.6Research questions ................................................................................................................. 4

1.7Significance of the study........................................................................................................ 4

1.8 Scope of the Study ................................................................................................................ 4

CHAPTER TWO .......................................................................................................................... 6

LITERATURE REVIEW ............................................................................................................ 6

2.0 Introduction ........................................................................................................................... 6

2.1 The Concept of Digital Reference Service ........................................................................... 6

2.2 Types of Digital Reference Service. ..................................................................................... 7

2.3 Importance of Providing Digital Reference Service ............................................................. 8

2.4 Requirements for Providing Digital Reference Service...................................................... 10

2.5 Research Gap ...................................................................................................................... 11

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CHAPTER THREE .................................................................................................................... 12

PROJECT METHODOLOGY .................................................................................................. 12

3.1 Introduction ......................................................................................................................... 12

3.2 Research Design.................................................................................................................. 12

3.3 Areas of Study..................................................................................................................... 12

3.4 Study Population ................................................................................................................. 12

3.5 Sampling ............................................................................................................................. 13

3.6 Methods of Data Collection ................................................................................................ 13

3.7 Data Collection Instruments ............................................................................................... 14

3.8 Data analysis and presentation ............................................................................................ 15

3.9 Data Quality Control ........................................................................................................... 15

3.10 Research procedure ........................................................................................................... 16

3.11 Ethical Issues .................................................................................................................... 16

3.12 Study Constraints .............................................................................................................. 17

3.13 Delimitation ...................................................................................................................... 17

CHAPTER FOUR ....................................................................................................................... 18

PRESENTATION OF RESEARCH DATA ............................................................................. 18

4.1 Introduction ......................................................................................................................... 18

4.2 Profile of Respondents ........................................................................................................ 18

4.2.1 Gender of the respondent ................................................................................................. 18

4.2.2 Age group of the Respondents ......................................................................................... 19

4.2.3 Period of employment ...................................................................................................... 19

4.3 Types of Digital Reference Services in MSSL ................................................................... 20

4.3.1 Asynchronous Virtual Reference Service ........................................................................ 20

4.3.2 Synchronous ..................................................................................................................... 21

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 4.4 Importance of Digital Reference Services .......................................................................... 22

4.5 Improving Digital Reference Services in MSSL ................................................................ 23

4.6 Summary ............................................................................................................................. 24

CHAPTER FIVE ........................................................................................................................ 25

PROPOSED DIGITAL REFERENCE SERVICES FOR MSSL .......................................... 25

5.1 Introduction ......................................................................................................................... 25

5.2 Brief background of MSSL................................................................................................. 25

5.3 The Proposed System .......................................................................................................... 25

5.4 User Requirement ............................................................................................................... 27

5.5 System testing and validation ............................................................................................. 30

5.6 Data modeling ..................................................................................................................... 31

5.7 Challenges encountered during the system design ............................................................. 32

5.8 Screen shots for the DRS system ........................................................................................ 32

CHAPTER SIX ........................................................................................................................... 36

SUMMARY, CONCLUSIONS AND RECOMMENDATIONS ............................................ 36

6.0 Introduction ......................................................................................................................... 36

6.1 Discussion and Interpretation of findings ........................................................................... 36

6.2 Conclusion .......................................................................................................................... 37

6.3 Further Recommendations .................................................................................................. 37

6.4 Area for further research ..................................................................................................... 38

REFERENCES ............................................................................................................................. 39

1 APPENDIX ........................................................................................................................... 42

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 ABSTRACT
In order to achieve an easier method of information distribution in libraries, designing and
implementing a digital reference service system are being pushed as placement for manual
service of information. The project aimed at designing a digital reference service for MSSSL.A
case study research design was used and a qualitative research approach adopted in the study.A
sample of 27 respondents since there is no information on the sampling as postulated by Roscoe
(1975) who proposed use of thumb rules for determining sample size and they will represent the
participating departments under the study area.
Major finding was that MSSL does not have a digital reference service system. Services are
offered to them manually both to the students and staff. Challenges faced were inadequate
income, time, and space among others.
From the findings above it is concluded that a lot of time is wasted during the manual service
system in the library. The study recommends MSSSL to adopt the proposed designing of a
digital reference service system to provide a centralized database of digitizing the library
materials. The study concludes that the services offered by the library were user education,
reference services among others.
Major recommendation was that the management of the school should adopt the proposed
designing of a digital reference service system because of its many benefits. Other
recommendations is that they should endeavor to train librarians on how to operate with the
system so that they can meet user’s needs. In addition, more budget for the library should be
increased to purchase materials like computers and above all the users should be sensitized about
the system.

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 CHAPTER ONE
Introduction
This chapter presents the background of the study, statement of the problem, purpose of the
study, objectives of the study, significance of the study and the scope of the study and definition
of key terms.

Background to the Study

According to (Croud, 2012), it was asserted that reference and information services are the main
components of any type of library. Library and information centers are providing different types
of services to their users in order to meet their information related needs and response to their
queries suitably. The primary objective of the library is to enable the users to make the most
effective use of information resources through library services. Reference service is a
personalized library service as well as community based library service. The main role of
Librarians in traditional environment was restricted to acquire, process and maintaining the
collection and also provide reference services to answer all types of queries from the available
collection. But now due to use of technologies and management techniques, majority of
publishing industries are coming up with announcing the information published and information
stored in electronic format it is possible to develop new arena in the library profession in
providing services to users.

The libraries in developed countries are already a step forth in endowing DRS, whilst the
developing countries are in the progression of providing such services to their users (Karen,
2009). In this changing scenario, many Indian libraries are influenced by increasing use of
technology and techniques, thus have taken steps to serve their patrons through web based
reference services. Most of the libraries and information centres in India such as JRD Tata
Memorial Library (Bangalore), American Library (New Delhi), Sir Dorabji Tata Memorial
Library (Tata Institute of Social Sciences), Jawaharlal Nehru University Library, Indian Institute
of Technology (Bombay), Ananda Rangapillai Library (Pondicherry University) etc are
providing web-based reference services in addition to their traditional library services (Karen,
2009).

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In digital environment the reference and information services are more prominent (Jadhav,
2016). He further revealed that digital reference tools, virtual reference desk, virtual reference
services etcbased on terminology have been developed. Sincethe reference tools are available
free over the net, now it is possible to provide better and quick library and information services
to users. The library services have been enhanced and expanded with the help of free information
resources available in the environment. In addition to Internet web, 2.0 tools are also being used
for providing library services to users.

Sharma, (2014), asserted that digital environment in libraries have shifted their functions and
services, instead of ownership of resources, sharing of resources are practiced and therefore the
value to access to the information is greater than having access to physical space, this has
brought change in the collection development, organization and library services. The diverse
needsof users have to be fulfilled with, timeliness, accuracy and 24X7 access is important in new
era. Due to slashing prices, technologies are affordable to a very common user and now users are
searching information from their desktop and smart phones. The users can download e-journal
articles, e-books on to their personal data accounts. Now due to use of Internet, online service
providers assistance and aggregators, it is possible for libraries to provide better reference and
information services to user community (Chandwani, 2018).

Theoretically, Digital reference services can be evaluated from two perspectives, namely,
library-focused and user-focused perspectives (Pomerantz, 2008 as cited in Pinto &Manso,
2012). Library focused evaluation means evaluating librarians (digital reference librarians)
dealing with the services and getting an insight into their views, reflections and experience
of the service. User-focused perception perspective means doing a survey on the library users
of the digital reference service and getting users’ views and comments on the digital
reference services. Evaluation from the above mentioned two perspectives is crucial for
service development and planning. According to Pomerantz& Luo (2016), library reference
services, be they digital or traditional services, are offered in an interactive setting that
involves both library users and librarians. Thus, the two perspectives are crucial for library
service evaluation

Karambelkar, (2013), revealed that reference materials are classified, catalogued that is online
and the login setup, that is the username and password for the staff and students to access

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materials is referred to as digital reference service.it is important that MSSL adopts the use of
digital reference service because these services can be accessed even when students and staff are
not in the library physically. That is in anywhere the library services can be in access for
example when students are at home. Customers need to be made comfortable when asking for
help without feeling anxious or cautios.in this case, (Wan and Diljit, 2017) in their investigation
of digital reference service in Malaysia found that libraries under study provided online reference
that is using email and web forms

MSSLstarted in 1962 as a primary school for the Indian children from Mehta group of
companies. Later, the African children with good grades from the surrounding areas including
those of African workers of Mehta group, were incorpated.in 1966, the school was upgraded to a
secondary level, that is O’level status for children of SCOUL, UGMA, CABLE, and UHL

Employees and it was named Lugazi senior secondary school.in the early 1990s A ‘level for both
arts and science was introduced the manual library inclusive. When emphasis was put on all
SOUL schools, it was renamed Lugazi (SCOUL) Secondary School 2000, the school exhibited
good academic performance and the founder who is named Mehta decided to rename it MSSL.
Information materials accessed include maps, atlases, novels, textbooks, to mention but a few.
To date, the school offers services manually. Thus digital reference service will ease access to
resources like notes and personal research regardless whether the library is open or not.

1.3 Statement of the Problem

Effective utilization of libraries has been a matter of concern to librarians, information scientists
and educationists in general due to the challenge of limited space, limited furniture, long
distance, limited information resources like books, published resources and others (Butler, 2011).
Therefore, digital reference service in library service has helped to offer online services, due to
the new development that is coming up through information technology, some schools and
institutions have come up with this service to ease the work of the patrons and students on how
to get the services of the library even when they are not in the library.

Despite the efforts put by the management, accessing reference service has remained low, as
only 18.4% believe these resources provide easier access to information. This might be attributed
to the lack of available personal computers (Kinengyere, 2018). This study will therefore address

3
how to setup and put in place a digital reference service for MSSL to help them get the services
of the library even when they are not in the school library of MSSLsince it is not in existence and
they are using manual.

1.4 Purpose of the study

The study is intended to help students and the entire staff of MSSL to easily access the library
even when they are outside school through digital reference service.

1.5Specific objectives
i. To identify the different types of digital reference service in MSSL
ii. To analyze the importance of digital reference service inMSSL
iii. To identify the various requirements for providing digit reference service inMSSL
Research questions
i. What are the different types of digit reference service in MSSL?
ii. What is the importance of digit reference servicein MSSL?
iii. What are the different requirements for providing digit reference servicein MSSL?
1.7 Significance of the study
1. The setup of digital reference service may help one to acquire knowledge for the
researcher
2. This study helps to identify user requirements that is accessing the internet and other
library services as per my project for MSSL
3. It reduces on the congestion that appears in the library as students and staff are being
rendered services manually hence saving time in MSSL
4. The project leads to an improved and organized reference service system over the manual
system of MSSL.

1.8 Scope of the Study

This section will present subject scope, time scope and geographical scope;

1.8.1 Subject Scope

The study will be confined to the digital reference services in the present ICT based environment
of MSSL. In addition, it will be of help to the both the staff and students. This helps to create an

4
environment in which resources are made readily available, not only through the provision of
appropriate facilities and supplies but also particularly through good quality and timely services
through digital form

The study concentrates on designing a digital reference service for MSSLin this case reference
services always received questions that are outside their scope of this service and in this
situation, it promotes digital reference best practices on an international basis that is to the
patron.

1.8.2 Time Scope

The research took a period of four (5) months from the month of March – July 2019.

1.8.3 Geographical Scope

The project will be conducted from MSSL. The school is a mixed O and A’ level, day for both
Arts and science situated at 28miles Kampala-Jinja road in Lugazi town, new colony L.C.1,
Buikwe District. Mehta Secondary school follows the Ugandan curriculum and prepares children
for the Uganda National Examinations at both ‘O’ and ‘A’ level.

1.9 Definition of Key Terms

Digital Reference Services (DRS) are simply defined as real-time personal assistance to users
via web technology.

Online e-resources: It defines an electronic resource, which can be accessed remotely i.e.
downloadable via internet. (E-Journal, E-book, On-line Databases, Websites)

Offline e-resources: It defines an electronic resource, which can be accessible or downloadable

off line and need not require any internet connection. (CD ROM, Diskettes, Other portable
computer databases).

Reference service is one of the library’s primary practices besides other activities in the library
for example cataloguing, and classification (Bunge and Bopp, 2011).

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 CHAPTER TWO
LITERATURE REVIEW
2.0 Introduction
This chapter will cover related literature on digit referencing in line with study objectives, as it
will be extracted from different journals, books, reports and documents.

2.1 The Concept of Digital Reference Service

The term ‘digital reference service’ is commonly used interchangeably with the term ‘virtual
reference services’. The two terms are used in libraries to refer to the question and
answer services provided by libraries. For purposes of this study, only the term ‘digital
reference services’ is used.Berube (2003) points out that digital reference services generally
comprise the following elements: The user of the service: A library user who has a question to
ask, etc, The interface: E-mail, web form, chat, videoconference, etc, The information
professional: A librarian or information agent who will find and provide answers to the users;
and 4.Electronic resources (including CD-based resources, web resources, local digitized
material, print resources, etc.). These are sources of information where a librarian would get an
answer,

Digital reference service has been described as an assistance offered by the librarians to the users
through the internet and web resources. Digital reference service allows individuals to submit
questions to library staff using synchronous (real-time) or asynchronous technology. Library web
pages and “webliographies” are new forms of delivery for the products of indirect reference
service. Collaborative digital reference service involves multiple institutions and requires
additional software support in order to route questions to the most appropriate participant. Digital
reference service provides many benefits for libraries and their users (Ziaei, 2011).

According to Abrigo, (2011), cited that alibrarian can provide reference service regardless of
location or person using global information. He further revealed that digital reference service
also adds overall value to library services by extending reference service to physically
challenged users who cannot visit or avail the library facilities due to varied reasons. E-learning
and teaching system in education needs library services of different natureand digital reference
services are getting more preferences in academic sector while completing assignments and

6
seminars. Thus, Digital Reference Services (DRS) is the need of the present era as the
information resources are being made available in digital form. Student use electronic media
extensively (like mobile technology, whatsapp, we chat, etc) and have good digital literacyand
put more demand to librarian for subscription to e-resources. Along with internet, social media is
also playing massive role to communicate and share information among library user (Singh,
2012).

2.2 Types of Digital Reference Service.

Synchronous: In synchronous digital reference service the exchange of information takes
place in ‘real time ‘with an immediate response to the question. In this case there is a
live interaction between the user and the reference librarian. It is therefore called as real-time
digital reference service (Gorman, 2012).

Chat using instant messaging: Instant messaging or online chat is one of the most common forms
of web communication. It is more instant than an email reference service (Joshi, 2013). The
exchange of information between user and reference librarian takes place in real time i.e. there is
live communication between user and the reference librarian. In this case same scenarios adopted
to answer the question as in real reference desk. He further revealed that digital reference
librarian prefer web based electronic resources or electronicresources as these sources are
easy to access, easy to keep & easy to share with the users. Speed of this service is faster
than e-mail service as the users do not need to wait for the response. This service can be offered
round the clock. Reference librarian tries to keep the interaction short to prevent the system from
logging off and users from getting bored while introducing himself or herself. This should be
taken into consideration by the reference librarian since average time of an interview
indigital setting is ten minutes. Also this service needs an instant messaging software to
be installed on the users & librarians desktop to communicate with each other (Kasowitz,
2010).

In digital reference services includes e-books, e-journals, databases etc (Christine, 2011). Library
web pages usually provide access to the digital services. Library Feedback Form: The central
library provides feedback form in the library website. The library users could give feedback
or ask questions about the library and its services by filling in a web form. Users should provide
their names and e-mail addresses if they wish to receive an answer from the library (Fang, 2016).
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According to Youngok (2016), it was asserted that web OPAC Service: Central Library has
online public access catalogues (OPACs) tomake users aware of the collections. User of the
library to search the catalogue in order to see if the library holds a particular work on a particular
subject and location of the work can use an OPAC. Dedicated Web Sites: The library has
dedicated web services throughout 24x365 days with the help of in house e-resources and
subscribed e-resources, electronic books and journals according to subjects, which are reserved
for specific category of user (Gorman, 2012).

According to Laura (2015), asserted that FAQs Page: FAQs in library page can reduce the
amount of repetitive or straightforwardoperational questions. Interactive Services: Central
Library offered interactive services to its users using web2 technology. The services include
information about document check out status, overdue status, fines status, online renewal
provision, new arrival, on line books reservation, purchase suggestion, inter-library loan request
etc. Remotely Available Resources: The library webpage provides links to subscribed resources,
websites such as INFLIBNET-NLIST, NSDL, Prowess database, DELNET etc. Some of the
services are restricted within campus e.g. Prowess IQ (Database hosted by CMIE). College
library web page contains visitors' count. Librarian can easily know day wise visitors by
comparing closing number with opening number (Henley, 2014).

Henley, (2014), identified e-mail Services: User sends an e-mail with a query to the reference
librarian. The librarian may reply by e-mail, phone, fax, letter, etc. Library Blogs: Users, who
like to write something about library services, will follow library blogs whenever they want.

Radecliff, (2013), identified Single Window Discovery Service. Through the discovery tools act
as a single point search interface for all the resources (subscribed, open access and in-house
printed material) that the library wants to presents to its user community, which is more effective
and useful. Digital reference service of the college is enriched through this service.

2.3 Importance of Providing Digital Reference Service

According to Fang, (2016), asserted that on student perspective, whether that of distance learners
or otherwise, has been shown to value convenience and, often, the path of least resistance. This is
a powerful force in student decision-making, sometimes resulting in a willingness to place
convenience before quality. Network access can exacerbate these inclinations. Lynch (2014)

8
observes a phenomenon where ‘‘electronic information resources are too successful and too
convenient. Users view them as defining the totality of available information’’. Given this, the
challenge for the library would be to conveniently locate high quality resources and services in
the paths of users.

It can help the school to teach distance subjects are most often the same that teach on-campus
courses (Marian, 2011). In fact, through the use of interactive television or live Internet
streaming technologies, school often deliver instruction to a classroom of students and a
geographically distributed number of students simultaneously. It has become increasingly clear
that distance and on campus, learning programs are on a path of convergence.

The perspective of library staff must be considered in the context of the overall environment and
organization (Lankes, 2014). The University of Minnesota-Twin Cities is a Division I landgrant
research institution offering more than 150 Bachelor’s, 200 Master’s, and 100 doctoral degree
programs. Consist of four large libraries spanning multiple academic and research disciplines,
eight branch libraries and separate subject units, nine special collection and archives units, and
numerous other service units, totaling over 30 service points that provide various kinds of
reference and information services. Library units are geographically dispersed between two
campuses five miles apart. The Libraries are currently organized using cross-system functional
staff teams (reference, collection development, information access and delivery services, etc.).

Naturally, given the size and complexity of the library system and the institution, a considerable
level of unit autonomy has evolved in individual units’ service policies and procedures (Abrigo,
2011). Thus, Libraries’ access points to e-mail reference service largely reflected the physical
environment many geographic locations. To ask a question electronically, the user would, as it
was, need to locate the ‘‘right’’ Web page. In the Minnesota environment, asking a question
required users to select the most appropriate service from among more than 30 access points.

Dahibate, (2009), asserted that it assists on distance learning; A major obligation of the grant was
the development of reference services to distance learners. In reviewing options, the Project staff
concluded that, from an economic perspective, the Libraries’ long-term capacity to support
agrowing population of distance learners would be strengthened by an integrated strategy to

9
provide reference services to all remote users of the University Libraries. The goal became
‘‘minimizing the difference’’ between services provided to distance learners and all others.

On the other hand, some view the prospect of digital reference services as a mix of the
imperative and golden opportunity. In their landmark paper, Ferguson and Bunge (2017) lay the
conceptual foundation fortransformative change in the delivery ofreference services. They assert
that theevolution of the digital library must include the‘‘metamorphosis of the library’s core
userservices, particularly reference and instruction, in ways that enable delivery over the network
in order to achieve a high degree of user independence, anywhere the network goes and at any
time the user chooses.

2.4 Requirements for Providing Digital Reference Service

Library and information centres are following some standard guidelines based on which various
models are designed and then implemented for providing digital/virtual (Internet based)
reference services that can be email based, some chat based and a growing number are using web
contact center software. A guideline serves as a measure to help libraries meet the requirements
of a standard. Duinkerken, Stephens and Donald (2009) states that Reference and User Services
(RUSA) guidelines call for the librarian to demonstrate a commitment to provide effective
information assistance and focus all their attention on the patron’s information need. As per
Dollah and Diljit (2009) the number of libraries offering e-mail reference service continues to
grow making e-mail the most common vehicle for providing digital reference services.

Onifade and Sowole, (2011), affirms that new reference service models have been designed and
developed roving through digital reference, reconfiguring the reference desk, no reference desk,
consolidating service points, outreach, and virtual reference. As cited in (Chowdhury, 2011)
Weissman described the 24/7 Reference Project at Metropolitan Cooperative Library System, a
consortia around Los Angeles, and the Bay Area Libraries Project at San Francisco that are
cooperative projects for providing Web-based reference services to customers. Parida (2014)
reveals that the Library of Congress, USA has launched the collaborative digital reference
service with a mission to provide such services to the users from a remote location at any time.

Chowdhury (2011) found that the Institute of Scientific Information (ISI) is providing an online
reference services to its users through Dialog Alerts, Current Contents and so on. (Borchardt and

10
Crowd, n.a) states that the University of Queensland Library implemented two parallel web
based digital reference services “AskIT, which offers computing help and training” and “Ask A
Cybrarian, the Library’s digital reference service” for the students and staff of the University of
Queensland. It has been found that digital reference services in Indian libraries are still in
developing stage.

Kalra (2011) reveals that the library of Indian Institute of Technology, Chennai, (IITM) offers
various services using a web-interface and Libraries and information centers of British Council
and American Embassy in India provide Digital and Virtual Reference service (DVRS) to their
users. Thus, the present study attempts to provide a function model for Indian libraries to provide
digital reference services at regional and national level.

2.5 Research Gap

There are research gaps in knowledge that contends to focus on the different ways in which
references through digital referencing can be leveraged as marketing assets offers an
interesting perspective on how the schools set of delivered students solutions and existing
relationships can be leveraged as marketing asset to build competitive advantage and
growth in the context in the education sector.

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 CHAPTER THREE
PROJECT METHODOLOGY
3.1 Introduction
This section presents research design, areas of study, study population, sampling, methods of
data collection, data collection instruments, data analysis and presentation, data quality control,
research procedure, ethical issues, study constraints and delimitation

3.2 Research Design

Burns and Bush (2010), defined research design as a set of advance decisions that make up the
master plan specifying the methods and procedures for collecting and analyzing the needed
information. The researcher will employee qualitative approaches for data collection, analysis
and interpretation. Qualitative method as a primarily exploratory of research will help to gain an
understanding of underlying reasons, opinions, and motivations. The qualitative methods will be
used for analysis in order to answer questions like ‘why’ and ‘how much’ among other through
evaluating data on respondents references, interpretations, attitude, opinion and behavior. Thus it
will help to yield an unbiased result that are generalized to some larger population in the school.

3.3 Areas of Study

The project will be carried out from MSSL that is located in Lugazi Town Council.

3.4 Study Population

The study will rely more on documentary evidence about the projects under scrutiny for possible
monitoring of project performance. All project documents, starting with proposal to end of
project evaluation reports. However to supplement this information, the researcher will conduct
interviews in all the departments that are involved in the projects. The project will target the key
beneficiaries of the project will include students, teachers, head teachers, and management board
of the schoolsof MSSL to compete favorably in the dynamic world of competition.

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3.5 Sampling
3.5.1 Sampling Method

The sampling method that the researcher will employ while carrying out the study will be
purposive sampling. Purposive sampling is a sampling technique in which researcher relies on
his own judgment when choosing members of population to participate in the study (Saunders et
al, 2012). The advantage of using purposive sampling will be that it enables the researcher to
select only the participants who will be knowledgeable about the study variables and as such will
provide appropriate information for the purposes of this study.

3.5.2 Sample Size

The study will use a sample of 27 respondents since there is no information on the sampling as
postulated by Roscoe (1975) who proposed use of thumb rules for determining sample size and
they will represent the participating departments under the study area.

3.6 Methods of Data Collection

3.6.1 Document Reviewing

According to Bowen, (2008), describes document reviewing as the process of collecting data by
reviewing existing documents. More research will be carried out by reading, analyzing and
interpreting different articles written by different authors to find out more information about the
digital reference system.

3.6.2 Interviewing

Patton and Michael, (2012), defines Interviewing as the process of discussion, usually one-on-
one between an interviewer and an individual, meant to gather information on a specific set of
topics. The researcher will obtain and record information from respondents by directly asking the
respondents questions through word of mouth and these will help in collecting qualitative data
from the respondents.

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3.6.3 Observation

According to Kawulich (2005), defines Observation as a data collection in which the researcher
does not participate in the interactions by observing the operation. This will involve the use of
checklists about the number of computers in the study area, internet connectivity lines; this will
help in saving time and other resources and ensure that even secretive information will be
collected which will not be obtained through discussions, as confidentiality will be assured.

3.7 Data Collection Instruments

3.7.1 Document review
According to Bowen, (2008), describes document review as a way of collecting data by
reviewing existing documents. Secondary data for the study will be collected from various
sources, which will include monitored projects, which relates to the various activities like
planning, training, baseline surveys and information systems. For document review, a tool for
content analysis will be drafted which essentially is a procedure to follow when reviewing
project documents. The steps in content analysis tool will lead to identifying and highlighting
sections that will answer research questions and later reviewing them.

3.7.2 Interview guide

This refers to a conversation between two or more people where questions are asked by the
interviewer to elicit facts about something from an interviewee (Patton and Michael, 2012). The
researchers will design appropriate questions relating to the topic of discussion and then present
the questionnaire to respondents thereafter the collected responses will be analyzed.

3.7.3 Observation

According to Kawulich (2005), defines observation as a way of data collection in which the
researcher does not participate in the interactions by observing the operation and takes personal
decision. Under this instrument, there is a non-participant since it involves observation of the
school facilities, which include observation of the following: computers in terms of accessibility
and utilization by the students and network connections in terms of the strength and speed of the
signals that help in accessibility to resources on the web.

14
3.8 Data analysis and presentation
3.8.1 Data Analysis

Data will be analyzed according to research objectives. Qualitative data will be analysed using
content analysis, which is a method concerned with the explanation of the status of some
phenomenon at a particular time or its development over a period of time (Cherry, 2015). It is a
method that permits researchers to study an observed phenomenon unobtrusively that is, without
being directly involved with people or situations (Msila&Setlhako, 2013). Documents for the
project will be subjected to careful criticism to ensure authenticity and validity to establish the
trustworthiness of all the data.

The data will be managed in a manner, which will ensure that it is broken down into discernable
units to show patterns and trends (Bogdan &Biklen, 2017). Different sources of information will
be used in this study to assess particular areas, which are important thus; it will increase the
validity of the findings. All of the data will be treated with due circumspection, and the relevant
qualifiers will be applied in terms of these data streams.

3.9 Data Quality Control

3.9.1 Data validity

Validity is described as the degree to which a research instrument measures what it intends to
measure and performs as it is designed to perform (Cherry, 2015). As a way of ensuring validity,
the researcher will discuss the questionnaires with the supervisor. A content validity, consisting
of a match between test questions and content of the subject area of digital referencing will be
used. As such only inferences related to the variables under discussions will be considered
during the match between test questions and content of the subject area of digital referencing.
When testing content validity, the items on the test will represent the entire range of possible
items the test will cover.

3.9.2 Data reliability

Reliability is the degree to which an assessment tool produces stable and consistent results
(Cherry, 2015). It will contribute to standardization of research instruments. To ensure reliability,
the researcher will pre-test the questionnaires on an institution similar to Makerere University,

15
Department of Extra Studies. This process will offer hope of improving some questions and the
style of questionnaire administration. This method will be used to gauge reliability of a test; two
sets of scores are obtained from the same test, one set from the odd items and one from even
items, and the scores of the two sets are correlated (Trochim, 2016). If the questionnaire is
reliable the results in the two halves will be correlated. Where the reliability coefficient is 0.0 the
test is totally unreliable and 1.0 means perfectly reliable test.

3.10 Research procedure

This study will utilize qualitative data. Most of the qualitative data will be obtained from the
review of project documents. This will be supplemented with data from interviews with project
implementers, funders and beneficiaries. When the proposal to conduct this research is approved
by the supervisor, permission to conduct this research will be sought from the Makerere
University.

3.11 Ethical Issues

According to Leary (2004), ethical issues refer to the integrity in the production of knowledge, as
well as the dignity welfare of the researched. In order to conduct a successful research study, the
following ethical issues will be considered;

 Informed consent: Before starting the study, the researcher will be provided with accurate
and complete information to research regarding the purpose of the study.
 Voluntary participation: The project participants will be informed that their participation
in the study will not be rewarded in anyway, it will entirely be on voluntary basis. All the
research participants will be informed of their rights to refuse to be interviewed, or to
withdraw at any point for any reason, without any prejudice or explanation.

16
3.12 Study Constraints

 High expectations of the participants. Most of the participants may expect to be given
money before giving information to the researcher. This therefore will become a
challenge since the researcher will be a student and not financially stable.
 Participants refused to give out information required for the study. The researcher may
face the challenge of some category of participants not being genuine as far as answering
adequately and responsibly to the administered tools, as it is required from them hence it
may lead to the risk of uncoordinated data that could affect the quality of the study.
 The time factor will be also a limitation on the researcher’s side in carrying out the
holistic study.
3.13 Delimitation
The challenges with high expectations of the participants will be overcame by explaining to the
participants about how the project is for academic purposes as well as the community will
benefit based on recommendations.

The researcher will endeavor to first assure the various participants of confidentiality about the
information to be delivered to the researcher rather than refusing to give information.

Time factor will be overcame by ensuring easy access to participants basing on the scheduled
timeframe since it will be the researcher’s place of residence.

17
 CHAPTER FOUR
PRESENTATION OF RESEARCH DATA
4.1 Introduction

This chapter presents the research data gathered through interviews and observations at the
Mehta Senior Secondary School Library (MSSL). In this chapter, codes were used to refer to the
participating libraries and librarians in order to maintain confidentiality and anonymity of
respondents. No specific reference to any particular individual or institution is made in this
chapter. Data are presented mainly in the form of descriptive narrative. Data from the
observations and interviews are integrated within the thematic areas
4.2 Profile of Respondents

Under this section, efforts are made to document the background information of the respondents
such as gender, marital status, age bracket and academic qualification

4.2.1 Gender of the respondent

Table 4.1: showing the gender of the respondent

Gender Frequency (F) Percent (%)

Female 11 41

Male 16 59

Total 27 100

Source: Field data (2019)

As presented in the table 4.1 above, the findings indicate that majority 59.0% of the respondents
were male compared to the females who were 41.0% of the respondents. This signifies that that
there was some gender imbalance in the study as it is indicted that there are more males than
females. This also assisted to have response from distinct sides with varying views.

18
4.2.2 Age group of the Respondents

Table 4.2: Showing the Age group of the Respondents

Age bracket Frequency (F) Percent (%)

20 – 30 years 3 11

31 – 40 years 18 67

41 – 50 years 4 15

Above 50 2 7

Total 27 100

Source: Field data (2019)

Results from table 4.2 showed that the majority (67.0%) of the respondents were in the age group
of 31-40 years, those were followed by (15.0%) who were in the age group of (41-50) years ,
then (11.0%) of the respondents were between 20 to 30 years, whereas the minority (7.0%) of the
respondents had years above50. This implied that the study involved respondents with different
years and this helped the researcher to obtain unbiased data.

4.2.3Period of employment

Table 4.3: Showing the Marital Status of the Respondents

Status Frequency (F) Percentage (%)

Less than 1 year 4 15

1-5 years 19 70

6-10 years 3 11

over 10 years 1 4

TOTAL 27 100

Source: Field data (2019)

19
In relation to table 4.3 above, it is indicated that the majority (70.0%) of the respondents had
worked at the library for around 1 to 5 years, these were followed by (15.0%) who had worked
for less than a years, then (11%) of the respondents worked foraround 6 to 10 years and minority
(4%) were employed for over 10 years. This testified that most employees for digital referencing
system in the school libraryhad worked for mostly one to five years period and this also assisted
the researcher to obtain views from different group of respondents for different employment
periods thus avoiding biased data.
4.3Types of Digital Reference Services in MSSL
4.3.1 Asynchronous Virtual Reference Service

From the field study, it was seen that Asynchronous is a type of virtual reference service in
which user/patron/client submits a question and the librarian responds after some time. In other
words there is a time delay between the question being posed by the user and the answer being
given by the librarian at MSSL. Asynchronous virtual reference service took the form of the
following:

Email reference service: In this type of reference service a user sends a request in the form of
email to librarian or specifically designed reference email Id by reference service section of the
library. The user specifies his/her specific information need in the email. The librarian responds
to the query accordingly. The email reference service is very much useful for the users have poor
oral communications skill

Reference through Web: It was evident that even though thee-mail reference service is
beneficial for users at MSSL in its own waybut there are several shortcomings of the service &
theinformation professional’s face a lot of problems as it is not astructured form of service. It
does not provide complete detailsregarding the information needed by the user. Likewise Ask a
librarian website hasbeen framed out which is designed to provide a structured webform where
user is asked to reciprocate to particular queries, inaddition to their information needs. The web
based form has tobe accessed from library home page or reference web page. Therequired fields
then have to fill in by the user and ultimatelythe form is reverted back to the library through e-
mail. Web forums are created for digital reference services to help the users to be more
productive to ask their queries

20
4.3.2 Synchronous

In synchronous digital reference service, theexchange of information takes place in ‘real

time’with animmediate response to the question.In this case there is a liveinteraction between the
user and the reference librarian.It istherefore called as real-time digital reference service Chat
using instant messaging: Instant messaging or online chat is one of the most common forms of
web communication. It is more instant than an email reference service. The exchange of
information between user and reference librarian takes place in real time i.e there is live
communication between user and the reference librarian. In this case same scenario is adopted to
answer the question as in real reference desk. The digital reference librarian at MSSL prefer web
based electronic resources or electronic resources as these sources are easy to access, easy to
keep & easy to share with the users. Speed of this service is faster than e-mail service as the
users do not need to wait for the response. This service can be offered round the clock. This was
taken into consideration by the reference librarian since average time of an interview in digital
setting is ten minutes.

Video based reference service/video conferencing/web camera service: It was a video based
virtual reference service. It was introduced to overcome the communication problems inculcated
in text based services. This mode of communication involved visual elements where the
reference librarian and the user can use both text and voice transactions & they can see & hear
each other in the same manner as in face to face interview. Video conferencing was useful in
distance learning, online lectures, and research and reference applications. It is also useful in off
campus library services of university libraries. Nowadays viva voce examinations & interviews
are conducted via video conferencing

Digital/Virtual Reference Robots: It was an artificial intelligence based service & is used to
respond the questions during the unavailability of the reference librarian. The service involves
the use of software to search the databases

21
4.4Importance of Digital Reference Services

Facilitates information search through computer mediated services: Majority of scientific,

technical and scholarly publications are now available electronically and through web based
technology. The digital reference services help common user to locate the required information
available electronically

User at MSSL can get the needed information over the own desktop, without moving physically

It saved the valuable time of users and ultimately digital reference services helps to implement
fourth law of library science.

Real Time assistance: Digital reference service provided online and real-time assistance to
patrons to search locally available resources as well as forward the request for locating such
resources to other partner libraries and return the appropriate assistance to the concerned patrons.

Fulltime online assistance service:In traditional reference service there is limitation of time, but
digital referenceservice provides the mechanism for 24/7 online services. Users can send queryat
any time of their convenience, if the library is in position to facilitate such service then user can
be supported round the clock.

It enhanced span of service and helps to provide large size of manpower support as well as
varied collections.

Digital Reference Service can also provide varied platforms for special interest groups to
intercommunicate within themselves to exchange available information and ideas

4.4.1 Barriers in providing digital reference services

The study found that the challenges experienced by librarians working with digital reference
services at MSSSL included the following: users provided incorrect e-mail addresses, causing
the
librarian’s response to bounce back; lack of ability to fully demonstrate certain technical aspects
to users, e.g., how to search, through e-mail; sometimes users’ questions were not clear and a
librarian had to follow up to clarify the question; and, when the Internet was slow or down,

22
which happened often, it was difficult to give instructions to users in real time. The reference
librarian felt that she was not getting enough support. As a result, it was difficult to maintain
these services properly alone. Another noteworthy difficulty experienced by MSSSL was that
someusers were unsure of what they really wanted. Some users asked irrelevant questions or
used confusing library terminology. If a librarian was not available, users had to wait for too long
to receive the delayed responses.

The study found that although the Internet was available in remote areas, where most of the
distance students were, bandwidth was very low and the server was down often. As a result,
librarians spent a lot of time helping a student remotely. Lack of a platform to assist library users
in real time was another challenge. The study found that school library allowed a maximum of
10Mb ofattached documents that could be sent via e-mail or be downloaded.
4.5 Improving Digital Reference Services in MSSL

To evaluate means to assess the quality means to judge the standard of the service that should be
provided to the users. Library and Information Centers being non-profit organizations evaluate
their services to know its significance for the user as well as to measure the user satisfaction.
Additionally, evaluation also provide an opportunity to review the economic costs associated in
providing the digital reference service as well as staffing and training issues and overall impact
of the services on the reference department. Digital Reference Services should evaluate their
services their policies and procedures on a regular basis to ensure reliability, quality and
efficiency of the service as well as user satisfaction with service as well.

Future of Digital Reference Services

With the advent of internet, a number of non-library and commercial library andinformation
centers are have started providing digital reference services, while someare free and others need
payment. A good number of reference sources i.e.encyclopedias, dictionaries, thesauri,
handbooks, directories and major abstractingservices like Chemical Abstracts, Biological
Abstracts etc. are available on theinternet. Thus, in the future users will be more dependent on
the online sources andservices. They will tap the required information at home by means of
computer. Atthe same time the cost involved will be affordable for the users and will continue
toget the information at the less cost from the library. There will be a great demand foraccurate

23
and specific information. So, expert reference librarians will be needed in thefuture. As no
library can provide reference service through its own collection therewill be a need to have
collaborative ventures for reference service. The future ofreference service will be based on
digital collections and communication linksthrough web. Whatever shapes the new technology is
going to take in the futurelibrary and information centers should turn their thought to compete in
the newenvironment to provide real time reference services, especially developing countrieslike
India needs to give a thought over it. The reference librarian and referenceservice in the future is
going to act as a center of universe of information, if the libraryis well equipped with computer,
internet and CD-ROM’s
4.6 Summary

This chapter has presented the research data from interviews and observation. These research
data were integrated and organized according to the thematic areas of the study.

The data shows that the libraries provide asynchronous digital reference services which all come
in through different platforms and with more or less same types of questions. The questions are
attended to on the first come first served basis in the two libraries.

The study established that, the librarians continuously received training on electronic resources
and databases. This finding shows that preparation and training of librarians working with digital
reference services is not adequate. The librarians are not trained on interviewing skills, digital
reference policies etc. and the two libraries do not have a training programme.

The study shows the lack of ability to fully demonstrate to users and conducting an interview
through an asynchronous digital reference services is the main challenge experienced by
librarians working with digital reference services in the two cases. Other challenges encountered
by librarians include: slow internet connections; limited allowable data.

In Conclusion, digital reference services form a backbone of the information services in the
libraries. They have transformed the entire skeleton of the reference services. The digital
reference service has proved to be an efficient information service in the present digital era
serving the users to their expectations

24
 CHAPTER FIVE
PROPOSED DIGITAL REFERENCE SERVICES FOR MSSL
5.1 Introduction

This chapter presents the project design / implementation that a system developed to guide in the
provision of registration services. Findings show that MSSL does not have an online Digital
reference service system.

5.2 Brief background of MSSL

MSSL Mission

‘To produce morally upright, responsible, integrated, creative and academically competitive
citizens’.

School Motto

The School Motto: “DISCIPLINE & HARD WORK.”

Objectives

To train children of Mehta Group of workers who would later be incorporated in the sugar
plantations and factory as workers

To bring up literate community and to improve on the skills of the children

To train children for future leadership in the management in the various sections of the industry

To instill sense of serial awareness, moral and ethical values needed in heterogeneous society

5.3 The Proposed System

The purpose of this DRS system is to assist in the provision of online library services at MSSL,
the system will help:

 To provide large size of manpower support as well as varied collections.

 Users can send query at any time of their convenience, if the library is in position to
facilitate such service then user can be supported round the clock

25
  provided online and real-time assistance to patrons to search locally available resources
as well as forward the request for locating such resources to other partner libraries and
return the appropriate assistance to the concerned patrons

5.3.1Scope of the DRS

5.3.2 Librarian’s Responsibilities
According to the DRS the following are the responsibilities for the librarian:

The librarian has to make presentation to the users and staff at the school explaining library
program and services, answering questions conducting required services, guide online users in
finding services concerned with books in the library

The librarian also has to provide training and giving feedback to online users of the system at
any time, evaluating the performance and making reports of the system requests services

The librarian should also provide accuracy of responses, appropriateness to user audience, and
opportunities for interactivity, instructiveness, and impacts resulting from the digital reference
process

He should also provide Service accessibility, timeliness of response, clarity of service

procedures, service extensiveness (percentage of questions answered), staff training and review,
service review and evaluation, privacy of user information, user awareness (publicity).

Also the cost to conduct a digital reference session, infrastructure needed to support quality
digital reference services, and impact of these costs on other library expenditures

5.3.3 Hardware and Software Requirements

Hardware:

 Memory provides enough temporally memory space for the stored information
 Processor (CPU) with 2 gigahertz (GHz) frequency or above
 A minimum of 2 GB of RAM
 Monitor Resolution 1024 X 768 or higher
 A minimum of 20 GB of available space on the hard disk

26
  Internet Connection Broadband (high-speed) Internet connection with a speed of 4 Mbps
or higher

Software:

 Operating system : windows 10, 8, 7

 Adobe Acrobat Reader for PDF files Adobe® Reader® software is the global standard
for electronic document sharing. It is the only PDF viewer that can open and interact with
all PDF documents. Use Adobe Reader to view, search, digitally sign, verify, print, and
collaborate on Adobe PDF files
 The system can run on any computer installed.

5.3.4 System design

System design involved the process of defining the components of the system development, the
architecture, modules, interfaces, and data for a system to satisfy specified requirements.

Physical design: this physical design relates to the actual input and output process of the system.
This is explained in terms of how data in input into the system, how it is verified, processed and
displayed. The physical portion of systems design can generally be broken down into three sub-
tasks:

User interface design: this concerned with how users add information to the system and with
how the system presents information back to them.

Data design: this is concerned with how data is presented and sorted within the system

Process design: this concerned with how data moves through the system and with how and where
it is validated, secured and transformed as it flows into the system

5.4 User Requirement

5.4.1 Functional requirements

The user id is provided when they register on the system and get a valid user id and login
password login into the system

The system must only allow user with valid id and password to enter the system

27
The system performs authorization process which decides what user level can access to.

The user must be able to logout after they finished using system.

The non-functional requirements include the internet access, computer web-blowers, computer
memory like hard disk and RAM, Performance of the system, accessibility and reliability of the
system
5.4.2 Data Flow Diagrams

Data Flow: A data flow involved movement of data in motion, moving from one place in a
system to another. It can also be defined as data that moves together.

Process A process involved an action on data so that they are transformed, stored or distributed.
This was developed by the symbol below

Data store was used to show the storage of data records of the system

A data flow diagram illustrates the processes, data stores, and external entities in a business or
other system and the connecting data flows.

Data flow
Process

Data store Data process

28
5.4.3 Data flow process

Data flow process shows how data flow and processed within the system. It is used to illustrate
the information flow in the system. This involve the process of how data is processed starting on
logging in which requires username and password. A DFD showed the interaction between the
system and outside entities. This diagram was then expanded to show more detail of the system
being modeled.

Search for library services

Upload library information services users

Digital
User accounts User / Referencing Librarian / administrator
students
System

Logs in system Logs in system

Send feedback to users

Source: researcher (2019)

5.4.4Architectural design
According to analysis of information system, an architectural design refers to the physical layout
of the system and the interconnections between he users, computer based servers and database
servers. The system can be accesses online using any web computer interface.

29
 Library staff Data display

Computer / internet
interface Reference service
system

Data process Data store

Data store
Online users

Librarian’s data
administrator’s data

Source: researcher (2019)

5.5 System testing and validation
Regular system testing and validation is required to ensure that model quality and integrity is
maintained throughout the development process. This section establishes the system testing
standards and the procedures that will be used to verify the standards have been met. It is
assumed that component model development teams have unit tested their component prior to
making it available for system testing

The process of evaluating software during the development process or at the end of the
development process to determine whether it satisfies specified business requirements

Validation Testing ensures that the product actually meets the client's needs. It can also be
defined as to demonstrate that the product fulfills its intended use when deployed on appropriate
environment

30
Validation testing can be best demonstrated using V-Model. The Software/product under test is
evaluated during this type of testing.

5.6 Data modeling

Data modeling is the process of creating a data model for the data to be stored in a Database.
This data model is a conceptual representation of

 Data objects
 The associations between different data objects
 The rules.

Data modeling helps in the visual representation of data and enforces business rules, regulatory
compliances, and government policies on the data. Data Models ensure consistency in naming
conventions, default values, semantics, and security while ensuring quality of the data.

31
Data model emphasizes on what data is needed and how it should be organized instead of what
operations need to be performed on the data. Data Model is like architect's building plan which
helps to build a conceptual model and set the relationship between data items.
5.7 Challenges encountered during the system design
System design required a lot of time to develop

There was too much of the system error during the initial stages of the system development

There was also a challenge of installing and configuring the system to library computer

5.8 Screen shots for the DRS system

A detailed data description and data definition of subsystems of the database were set.

The following are samples of the physical system design for the web library system

The admin / librarian user login page

The user home dashboard that can be accessed online on any web computer browser

32
The admin interface that is used to access books online and their details

This interface is used to access the details/profile of the online users for the system and the type
of book borrowed

33
This is the database sql page that is used for storing user data and library information

34
Below is the sample php and html codes used to develop the system

35
 CHAPTER SIX
SUMMARY, CONCLUSIONS AND RECOMMENDATIONS
6.0 Introduction

This chapter discusses summary of findings, conclusions and recommendations for the digital
referencing system.
6.1 Discussion and Interpretation of findings
6.1.1 Types of DRS in MSSL
From the study, it was seen that Asynchronous Virtual Reference Service and Synchronous are
the two major types of DRS in MSSL

From the field study, it was seen that Asynchronous is a type of virtual reference service in
which user/patron/client submits a question and the librarian responds after some time.

It was evident that even though the e-mail reference service is beneficial for users at MSSL in its
own way but there are several shortcomings of the service & the information professional’s face
a lot of problems as it is not a structured form of service

In synchronous digital reference service, the exchange of information takes place in ‘real time’
with an immediate response to the question.

Digital/Virtual Reference Robotswas also seen as an artificial intelligence based service & is
used to respond the questions during the unavailability of the reference librarian. The service
involves the use of software to search the databases

6.1.2 Importance of DRS in MSSL

The digital reference services help common user to locate the required information available
electronically. User at MSSL can get the needed information over the own desktop, without
moving physically. It was also seen that Digital reference service provided online and real-time
assistance to patrons to search locally available resources as well as forward the request for
locating such resources to other partner libraries and return the appropriate assistance to the
concerned patrons.

36
Fulltime online assistance service: In traditional reference service there is limitation of time, but
digital reference service provides the mechanism for 24/7 online services. Users can send query
at any time of their convenience, if the library is in position to facilitate such service then user
can be supported round the clock.

DRS enhanced span of service and helps to provide large size of manpower support as well as
varied collections at MSSL. Digital Reference Service can also provide varied platforms for
special interest groups to intercommunicate within themselves to exchange available information
and ideas

6.2 Conclusion

The research findings show General digital reference model of the question/answer process to
provide feedback to library users using digital reference services. The librarians working with
digital reference services were not given enough training on how to work in an online
environment. Although the librarians received e-resources training, the training was not adequate
to make them competent to work with library users online.

The findings of this study show that a lack of ability to demonstrate how to use various library
services fully to users by e-mail was the main challenge the two libraries encountered.
6.3 Further Recommendations

Based on the findings and conclusions, the researcher made a number of guidelines.

The library should find a way of tracking questions asked through Ask a librarian services.

These questions should then be used to update or have a separate FAQs section on Ask alibrarian
on their library website.

The Library should develop FAQs platform. The FAQ should be based on the popular or
common questions that the library receives via emails and web forms.

They should develop online step–by-step tutorials to guide their library users to access their
services, as it is challenging to give thorough explanations by e-mail in some cases.

37
They should develop a digital reference service policy document which will be used as a tool to
guide librarians working with digital reference services.

The libraries should give continuous training with content relevant to digital reference services to
the librarians working with digital reference services. This training will give sufficient
competencies to librarians to be able to work comfortably with digital reference services
6.4 Area for further research

This study focused on librarian’s perspective, leaving out the user of digital reference services in
the academic libraries. Future research could look at the evaluation of digital reference services
from library user’s expectation. This study will help libraries to determine the challenges
encountered by the library user and this will help in the improvement of service delivery to
library user

38
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 APPENDIX

KEY INFORMANT INTERVIEW GUIDE

Dear respondent,

The interview I am conducting relates to “Designing a digital referencing services Systemfor

MSSSL”. You have been selected to share with us your experience and make this study
successful. The Interview I am conducting is aimed at obtaining qualitative information and the
information given will be treated with utmost confidentiality.

Section A: Demographic Data of the Respondents

(Please by ticking or where necessary make a brief statement)

1. Gender

Male Female

2. Age Bracket

a) 20-30 years b) 31-40 years

c) 41-50 years d) 51 years and above

3. Position held in the MSSSL…………………….………………………

4. For how long have you been employed here?

Less than 1 year

1-5 years

6-10 years

Over 10 years

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Section B: Digital Referencing Services

1. What types of DRS does the library provide?

2. Does digital reference services process followed by libraries follow the General digital
reference model?
3. If yes, briefly tell me why the library is providing DRS?
4. Does the library have a policy framework that regulates the provision of these services?
5. If yes how often is this policy revised or updated?
6. What major difficulty do you encounter in using online/digital reference services?

Section C: Importance of Digit Reference Service of DRS

1. Can you explain to me how the library prepared itself to ensure that DRS is
success?
2. Did the library train library users on how to use digital reference services?
3. Can you explain which sources of information and the reasons you use most to provide
answers/feedback to users?
4. In your view, how do you feel about the library providing DRS?

Section D: Requirements for Providing Digit Reference of DRS

1. What factors did the library consider in choosing the digital reference service software?
2. In your view, how is the software performing in terms of effectiveness and efficiency?
3. Explain some of the different requirements that are used in providing digit reference
service in your Library.
4. Who is responsible for answering the questions and attending to queries in the
library?
5. What are the plans for your digital reference service? (Is the library planning tointroduce
more DRS?)
6. Are there any comments you would like to make about DRS?
7. This is all I had to ask you. Is there anything you would like to ask comment or me about
this interview?

‘Thank you for your time and contribution to this research’

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