Digital Reference Service (DRS) refers to the provision of library reference services online, involving computer-mediated communication between the user and the librarian. Other terms associated with DRS include “virtual reference,” “e-reference,” “Internet information services,” “live reference,” and “real-time reference.”
Reference service, often called “reference and information services” or “reader services,” is defined as the personal assistance provided to users in their search for information. Unlike other library services, reference service is characterized by a significant level of personal interaction between library staff and users.
Digital Reference Services aim to help users find information or answer queries through digital means. This service extends the traditional reference services, which were typically offered in person or by phone in libraries.
Feature of Digital Reference Services in libraries:
Libraries’ Digital Reference Services (DRS) are effective, easy to use, and highly customizable to meet the needs of contemporary library patrons thanks to a variety of features. The following are the main characteristics of DRS in libraries:
1. Multichannel Interaction
Librarians instantly offer real-time assistance via text-based chat. They allow users to send questions and receive answers via email in an asynchronous communication mode, which is perfect for users who do not need answers right away or for more in-depth questions, and enable video calls for in-person interactions, offering a more individualized service akin to in-person reference assistance. Libraries may provide text-based services for brief inquiries and succinct responses, reaching more people who would rather communicate via mobile devices. Many libraries reach out to patrons where they are most active by offering reference services on social media sites like Facebook, Instagram, and Twitter.
2. FAQs and Knowledge Bases
Users can look through a searchable database of frequently asked questions to find fast answers to frequently asked questions. To solve basic problems or carry out research, libraries frequently offer digital guides, research advice, and resource pathways that patrons can access independently. Users can navigate library resources and hone their research skills with the aid of step-by-step instructional content, which can be either text-based or video.
3. Library System Integration
Librarians can easily find books, articles, and other resources for patrons thanks to DRS’s frequent integration with the library’s online catalog. Users can access and navigate electronic databases, journals, e-books, and other digital resources that libraries subscribe to with the aid of digital reference services. makes sure users can use their library login information to access licensed digital resources from a distance.
4. Tools for Collaboration
Certain DRS platforms have the ability to share screens, which enables librarians to visually assist users with database searches or research procedures. The reference service platform allows users and librarians to share files and documents directly, which is particularly useful when reviewing papers, documents, or research materials. makes it possible for users and librarians to browse the same websites at the same time, enabling guided research sessions.
5. Automated Services
Automated virtual assistants are capable of answering routine or simple questions, referring users to pertinent resources or, if necessary, elevating them to human librarians. A library of pre-formatted answers to frequently asked questions can be used by librarians to expedite the service while preserving a personalized touch.
6. User Information and Analysis
Digital reference platforms frequently monitor service usage data, which enables libraries to examine user trends, periods of high service demand, and frequently asked questions. This helps to improve service delivery. Numerous DRS platforms give users the option to comment or rate their experience, allowing for ongoing service enhancement.
7. Personalization and Customization
Librarians can provide more individualized support by allowing users to create profiles on certain DRS platforms, which keep track of their past questions, interests, and preferences. Libraries can provide users with the advantage of subject-matter experts for more complex research needs by assigning specialized librarians based on user queries.
8. Real-Time Resource Sharing
Librarians can quickly share links to databases, e-books, articles, and digital resources so that people can get the information they need right away. Some platforms give users direct access to research guides, infographics, and video tutorials to teach them how to use library resources effectively.
9. Constantly Accessible (in certain libraries)
Some DRS systems provide round-the-clock assistance, either by collaborating with other libraries to guarantee ongoing coverage or by using automated tools like chatbots. Digital reference services are genuinely global and flexible, as users can access them from any time zone.
10. Privacy and Security
Secure communication channels are provided by many DRS platforms to protect user privacy and data, which is crucial when managing sensitive data like academic inquiries or personal information. Libraries protect user privacy by guaranteeing that patron inquiries and research endeavors stay confidential.
11. Collaborative Network Integration
Some libraries take part in consortium DRS platforms, where several libraries work together to offer 24-hour services or pool subject knowledge, increasing the scope of assistance that patrons can receive. Libraries can work together to share research repositories and digital collections, which librarians can use to help users through DRS.
12. Multilingual Support
Non-native speakers can converse with librarians in their preferred language thanks to the translation features or multilingual support provided by certain DRS platforms. Staff members who speak multiple languages can provide specialized support to patrons who need assistance in languages other than the library’s primary language.
13. Follow-ups and Notifications
Users can get follow-up emails right away, guaranteeing they get the information even if they log off of the platform. Users can arrange for follow-up sessions or obtain additional information if their inquiry has been fully addressed.
14. User-Friendly Interfaces
DRS systems are designed to be user-friendly, ensuring that even those with minimal technical expertise can navigate and use the service effectively. User access to reference services is made possible by the fact that many DRS platforms are mobile device optimized.
15. Cooperation with Outside Knowledge Bases and Databases:
Libraries can increase the amount of information they have available by using DRS to link patrons to outside databases, academic repositories, and digital archives.
Types of Digital Reference Services (DRS)
1. Synchronous Reference:
Synchronous Reference Services allow users and librarians to communicate in real time using digital tools such as PCs, tablets, laptops, or smartphones. Different methods of Synchronous Reference include reference chat, instant messaging, VoIP, and videoconferencing.
a) Reference Robot/Chatbot:
This is an artificial intelligence-based service used to respond to questions when a reference librarian is unavailable. Examples include Ask Jeeves, Alexa, Siri, and IBM Watson.
b) Instant Messaging:
Instant messaging, or online chat, is a common form of web communication using various messenger applications.
c) VoIP:
Voice over Internet Protocol (VoIP) enables reference librarians to converse with users in real time while locating resources. Applications like WhatsApp, Skype, and Line support this service.
d) Videoconferencing:
Video conferencing allows visual communication sessions between two or more users, featuring audio and video content transmission in real time. Librarians provide this service via platforms like Zoom, Google Classroom, Skype, and Microsoft Teams.
2. Asynchronous Reference:
Asynchronous Reference Services allow patrons and librarians to communicate with a time delay, also without physical presence, using digital tools such as PCs, tablets, laptops, or smartphones. Common techniques for Asynchronous Reference include e-mail, “Ask a Librarian,” web forms, and FAQs.
a) E-mail Services:
E-mail reference services are a common and cost-effective way for library users to connect with librarians, though they involve a time delay in responses.
b) Ask a Librarian:
This service enables users to submit questions and receive answers from librarians at their convenience.
c) Web Forms:
Libraries often provide web forms for users to submit queries, which librarians then respond to.
d) FAQs:
Many libraries have a Frequently Asked Questions (FAQ) section where users can find answers to common reference-related inquiries.
Digital services possess distinct characteristics such as interactivity, accessibility, scalability, personalization, and efficiency, making them invaluable tools for modern users who prioritize convenience, speed, and adaptability. Digital Reference Services in libraries offer a variety of features, including real-time communication, automation, resource sharing, and analytics. These services ensure that users receive efficient, secure, and personalized support tailored to their information and research needs.
