Content analysis of reference desk enquiries leading to reform: A case study at University of Malaya Library

• Main Author: Norida, A.B.
• Format: Conference or Workshop Item
• Language: English
• Published: 2014
• Subjects: Libraries (General); Information services. Information centers
• Online Access: http://eprints.um.edu.my/17696/1/All.pdf; http://eprints.um.edu.my/17696/

This study was about the analysis of 1313 reference enquiries at Central Library, University of Malaya over three (3) years period since 2011 until 2013. The aim of the study was to transform simple traditional enquiries into digital reference mode. The enquiries were asked at the reference desk face to face as well as via telephone and recorded in a simple database. Findings indicated that there are equal numbers of enquiries between rocedural/directional enquiries and in-depth enquiries / information resources related enquiries. Most of procedural/directional enquiries can be transformed into digital mode such as mobile application or using social media as a platform to interact with users. However, it was realized that in-depth enquiries still require librarians to physically mend the reference desk.