Evaluating digital reference service in university libraries

Digital reference service is a network that placed expertise or skill, human intermediation and resources at the disposal of users in an online environment, employs automated tools and allowing human experts to concentrate or focus on difficult questions. It is viewed that digital reference service occurs when a question is received and responded electronically. Therefore, the aim of the paper is to examine unobtrusively the quality of university libraries in formulating responses to questions asked via asynchronous digital reference service. Asynchronous digital reference service is assessed based on its responsiveness, style and scope of answers, communication process, quality of the answers and service evaluation. The findings of this study implies that library needs to apply Digital Reference Guidelines from International Federation of Library Associations and Institutions (IFLA) and Guidelines for Cooperative Reference Service Policy Manuals from Reference and User Services Association (RUSA) in providing digital reference service. Besides, the researchers also recommend that the Malaysian university libraries should follow the way of international university libraries in serving information to their users since international university libraries provide faster and prompt response to the questions given by the users. In future, this study will lead to construct a guideline towards excellent digital reference service and a model of good library staff that provides services efficiently and effectively at all times.