Reference service provided in digital library with the help of digitization of documents.

1. Digital Reference Service
Introduction :
Reference work has been one of the popular and core functions for a library. Today, the major
revolutionary change came in libraries and especially in reference services with the impact of
information technology and Internet. The information could be available in any format like print
or digital and also textual to multimedia.
Many experts have defined digital reference services. Some of the are:
1. According to James, “digital reference service is provision of direct, professional
assistance to people who are seeking information, at the time and point of need.”
2. According to Smith, “ Emphasis on use of print as well as digital reference services
provided over the Internet and can involve the use of both print and digital resources.”
3. Hirko defines, “A library service that provides answers to computers questions via
electronic means which such as emails, web forms, interactive chat and application
sharing.”
Many libraries today provide reference services electronically over Internet through their web
sites , Digital reference services, outline reference services, web-based reference services, live
references services, virtual references services Chat services and many more Some of the names
provide references services electronically .
Need of dig. Ref. services :
 The no. of people visiting physical lib. Location has declinedsignificantly and the no. of
people accessing lib. Website and using the internet to find info. Has grown enormously.
 Personal contacts with users have diminished since the lib. Began providing web-based
access to the library catalogue and other collection.
 It is necessary to provide the information to the users at the point of need whatever the
user may be.
 Digital reference extends services to physically challenged people who can’t visit the
library.
Technology how allows users to submit their queries at any time for many any place in the
world. Digital reference service provides an opportunity to libraries to be the heart of the online
community who are the present and future users of the library virtually.
Objectives:
 It allows users to contact library, online and in real-time so, user can receive information
by sitting at home.
 It should identify and articulate the information need.

2.  Should develop effective search strategy, that is, recognize the order of the topic, and
provide proper information to the user.
 User should satisfy with information provided.
 Should provide good quality information to users. Librarian should analyze and critically
evaluate the information. So, user can get authoritative and authentic information.
Advantages:
 Services to remote users.
 Distributed service
 Convenience
 Expanding the scope of services while expanding hours of service.
 Additional communication option.
 Capability to reach more people.
Forms of Digital Reference:
1. Email
2. Web Forms
3. Chat using commercial applications
4. Chat using instant messaging
5. Video-base Reference Service
1. Email –
The increase in digital reference volume over all types of libraries is dramatic and may
perhaps be related to new methods of question submission. While the proportion of
libraries providing email addresses is roughly comparable to what has been observed in
the past, the percentage of libraries offering detailed forms.
2. Web Forms –
Web forms are created for digital reference services in order to help the patron be
more productive in asking their questions. It helps the librarian locate exactly what the
patron is asking for. Creation of web forms requires design consideration.
Following aspects are mostly found in web forms.
A return email address to send the answers to question.
What sources that patrons have consulted.
How the patron is planning to use the information.

3. The patron is the library patron or not.
A name to personalize the interaction.
A date by which that information is needed.
3. Chat using commercial applications –
Several applications exist for providing chat base tool service. Some of these
applications are: Virtual reference Toolkit, 24/7 reference, Question point, etc. These
applications process functionality such as instant messaging, co-browsing, web page and
document publishing, customization of pre-scripted messages.
Real-time chat techniques involve how to communication digital reference, as there
are no oral cues. Since communication is mediated through software, and reference is
taking place on the World Wide Web.
4. Chat using instant messaging –
Instant messaging or online chat is one of the most popular forms of computer
communication. It is more immediate than email if you can type pretty well.
For eg. Messaging librarian use messengers like, Yahoo messenger, Google talk, MSN
messenger etc.
5. Video-base Reference Service –
A video-based Virtual Reference (VR) also called VideoHelp. A client /server
infrastructure was adopted for the VideoHelp system and timestamps were used to
achieve the video synchronization between the librarians and patrons. A client/server
infrastructure was adopted. On the server side, as session manager, implemented using
Java socket, Video sharing.
Implementation and Maintenance of Digital Reference Service :
Staff Training –
In training program that promises to make any library staff member regardless of education or
experience and proficient in providing virtual reference. Virtual Reference Training provides the
guidance for developing a program that will help all librarians develop confidence at the virtual
desk.
Recruiting New Librarians –
When recruiting new staff is possible, careful consideration should be given to those
applicants who can bring critical new skills directly from library school. Those responsible for

4. recruiting can reasonably have high expectations of today’s entry level librarians. Many recent
library school graduate bring to the employment market specific technology skills that did not
exist just a few years ago.
Interface Design –
 The online reference desk should be designed to allow access to resources and expertise
for the greatest number of people, regardless of language, technical capability & physical
impediments.
 Take the potential limitations of hardware and technical sophistication of end users into
consideration when planning the site.
 Minimum hardware requirements for use of the use of the service should be clearly
stated. Clearly state who answers the questions and state what the service will not do.
 Determine whether it is necessary to maintain patron anonymity by stripping away all
personal information.
Creating and Testing the service (prototype) –
Computers, software, trained staff, etc. these are basic and very important aspects in creating
the Digital Reference Service. Today many libraries are computerized and having Internet
facility. Today many software are freely available on net. So, library can download it use it.
Digital reference service need to be pretested before final implementation and making
available to people. Digital reference service on implemented fully needs to be maintained
consistently over the period in order to make it successful.
Facets of Quality for Digital Reference Service –
The facets are intended as a set of standards for organization to achieve in creating and
maintaining digital reference services participating in the Virtual Reference Desk (VRD).
The 1997 Virtual Reference Desk Expert Panel identified the original facets of quality. The
list was based upon user transaction and service development/management. To be included in the
VRD Network all services must fulfill the base level of requirements for each facet of quality.
Each “Facet” has different section. These sections present each facet of quality, its definition, it
is participated in three levels that is Base, Current Practice and Goals.
Legal Issues-
It is important for all librarians to familiarize themselves with the current state of public
information legislation in their region, and when it affects the scope of services offered to share
the information with their patrons.
 Digital Reference and Freedom of Information.

5.  National Information Policies.
 Pubic Information Legislation.
 Related Legislation.
 Copyright.
Copyright is a policy issue as well but it comes up often enough that it is best to address it
separately. What types of material can be sent to which patrons without violating the letter or the
spirit of the copyright, law or the licenses you may have with database vendors?
Methods of Evaluation:
It’s essential that the evaluation of reference service begins with examining why the service is
being evaluated in the first place, and what the organization hopes to gain by conducting the
assessment. The evaluation itself can be conducted in several ways.
Such methods are in format, such as the compilation of user feedback, and eBay-type ratings
left by users, etc. Other more format types of evaluation include surveys and questionnaires,
observation, case studies, and interviews.
Following are some methods of evaluation.
1. User Feedback
2. Rating
3. Survey and Questionnaire
4. Observation
5. Interviews
6. Case Studies
1. User Feedback –
User Feedback includes suggestions given by users, their reply on service and on
answer, which they received from library, thank you note send by users etc. User
feedback is very important. This feedback is helpful in to change and to improve service.
2. Rating –
Users give rating to service, that means library give rating scale like 1-5 and user have
to ranked service as per his opinion. He give rating between 1-5 and on the basis of these
ratings library evaluate the service.

6. 3. Survey and Questionnaire –
Surveys are perhaps the most prevalent form of reference evaluation, and are the
favored instrument for digital reference services. Surveys can be sent within minutes or
days of a transaction, or even pop up at the conclusion of interaction.
4. Observation–
For virtual services observation has taken the form of sending questions with
predetermined answers to services to test their responses. With the advent of chat
reference, and offer an important opportunity to both identify problems and provide
valuable training examples for staff.
5. Interviews –
Much information can be gained from both individual and focus group interviews, but
they are labor-intensive and expensive to conduct. Interviews are difficult for digital
reference services, as their users can be attributed across the globe, and are usually
anonymous.
6. Case Studies –
Case studies frequently used when researching new services or products, and are often
presented in academic journals and at conferences. Typically, a combination of the above
evaluative methods is used to examine services for a case study.
Conclusion:
Digital Reference Services have freed reference services from the reference desk. Digital
reference can be employed as a means to provide a human presence in an online environment to
assist users at a point of need and to make librarians work less invisible.