designing an e- reference service system for kabubbu community library

Description

The study aimed at designing an e-references service system for Kabubbu Community Library. The objectives of the study were; to establish reference services provided for Kabubbu Community Library, to find out-how reference services are provided at Kabubbu Community Library, to identify the challenges faced by Kabubbu community library in providing reference services to Kabubbu Community, to design an e-reference service system for providing reference services at Kabubbu Community Library. The study adopted a case study research design and primary data was collected using questionnaires, interview and observation methods. The questionnaires, interview guides, and the observation guides were used in data collection necessary in designing an e-reference services system for Kabubbu Community Library. The study findings show that KCL offers different reference services which include; Referral to information centers that have the information needed by users, orientation from the library staff, inquiry services from the library, referral services, user education services and online search services. The study also established the different ways through which the librarians at KCL provide library services to the users which include; direct reference services to users who visit the reference desk physically, visiting the library reference desk to seek for information to support their research needs, using the library website, sending messages by use of social media and librarians also use phone calls to communicate with the users. The showed that there various challenges that are faced by the librarians while providing reference services to the library clientele which include; fewer computers, unawareness about the existing sources of information, unreliable electricity, inadequate space for storage of reference collection the library, inadequate support staff in provision of reference services and lack of a written policy for providing reference services at KCL. The library staff and users gave different suggestions for the improvement of reference services at KCL and these included; more training on ICTs application skills is required, alternative sources of power, up-to-date information, a written policy for reference service, and increasing support for the department. In conclusion there was a need to design an e-reference services system for the library to meet the users needs.