Digital Reference Services in Malaysian Academic Libraries

Abstract

New technologies are changing the provision of library services. One such change is the submission of questions to a library through electronic means, and having them answered by a library staff member, i.e., digital reference services. The purpose of this study was to identify the existing status of digital reference services (DRS) in selected academic libraries in Malaysia. The researchers attempt to focus on the usage and effectiveness of the services and at the same time look at the perceived needs, issues and problems faced by librarians. The research methodology employed was a case study approach that uses the questionnaire, interviews and observation to gather data. This paper concludes that the digital reference services are effective forms of service delivery in the selected Malaysian academic libraries. Asynchronous DRS was the main format used in providing digital reference, although academic libraries are planning to implement synchronous DRS and collaborative digital reference services.