Harnessing Digital Technologies for References Services in Academic Libraries: Concepts and Challenges

Introduction

Many users who frequent libraries are frustrated with the calibre of the information they get through their searches, and in academic institutions, professors, lecturers, and tutors frequently struggle with the subpar work submitted by students. These difficulties may be a result of users' insufficient knowledge of how to create efficient queries and search strategies to retrieve the appropriate content from collections, or they may be related to the general weaknesses of the ranking algorithms used by the information retrieval systems used by institutions. One of the main pillars of the library, reference services, has long been recognized for its ability to deliver user-specific and tailored information in academic libraries through a variety of methods, including discovery, advice, retrieval, and usability. Uzoigwe and Eze (2018) claim that reference services in academic libraries offer customers in-person assistance and resources in addition to aiding in the completion of activities related to teaching, learning, and research, which are the main duties of any academic institution. In academic libraries, reference librarians have traditionally served as liaisons to connect patrons to the collections and services of the library. These responsibilities have recently changed as libraries now aid people online and these services are now dependent on the internet and the web (AL-Hatmi, Ibri, and Nor, 2022). In the past, these services were provided manually over the desk, but these techniques have since been rendered ineffective since they no longer satisfy the information needs of today's users, who demand both a high volume and quality of information. The reference librarian's position has evolved as a result, and these professionals are now attempting to modify their offerings to match the dynamic changes in the new information environment. The loss of desk-based reference services is due to the increased and improved accessibility of information as well as the variety of formats in which information is given to users. This chapter discusses the application of different digital technologies in supporting reference services in academic libraries.

Reference services in libraries were developed to assist novice and unskilled readers and researchers, according to Mandernack and Fritch (2001), and demand for these services has increased with the rapid pace of industrialization and the emergence of the information and knowledge economies powered by the 4IR. Organized study is conducted at this time to promote innovations and the expansion of democratic ideas. A vital part of librarianship, the library provides individualized services, direct information, and answers rather than leaving users to make their own decisions (Mandernack and Fritch, 2001). In addition, the library has evolved into the primary information source supporting scholar and reference services in all of their forms. Reference librarians have been tasked with handling user inquiries, offering advice on user search, and supporting information literacy initiatives within academic, student, and researcher populations.