Digital Reference Services in a digital environment: user’s perceptions of the Library and Information Center of Harokopio University
Abstract
Digital Reference Service operates as a supplementary service for traditional libraries
by embracing the potentials of new technologies with the purpose of supporting
distant users. On the contrary, in digital libraries the service is based on algorithms
and the human intermediation is often absent raising thoughts of how this service
would be functional for users in this environment.
The study examines the value of human intermediation in a digital library from the
users’ perspective. Human intermediation can be integrated in a digital environment
through personalized services, such as the Digital Reference Service. The focal point
of the study in investigating the perceptions of users was set by the research questions
and it is about the usefulness of the Digital Reference Service; the feelings that the
implementation of this service would give rise to; and the effectiveness of serving
users information needs.
This aim of the study was attained by identifying any users’ awareness of the Digital
Reference Service and its potentials; by considering the users’ feelings towards using
the service; and finally by detecting the elements of the Digital Reference Service
which should be improved in accordance with the users’ needs. The Library and
Information Center of Harokopio University was used for conducting the case study
which was based on semi-structured interviews of with a view to collecting valuable
data.
The results of the research were analyzed through the constant comparative process
answering the established objectives. The findings show that the users would embrace
a personalized service, which would facilitate the process of satisfying their
information needs. Nevertheless, the salient issue was the expansion of the role of the
Library and the skills of librarians, in order to continue supporting users by
minimizing the constraints of the distance.
Description
Joint Master Degree in Digital Library Learning (DILL)
Publisher
Oslo and Akershus University College of Applied SciencesRelated items
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