An enhanced model for digital reference services
Digital Reference Service (DRS) play a vital role in the Digital Library (DL) research. DRS is a very valuable service provided by DL. Unfortunately, the reference service movement towards digital environment begins late, and this shift was not model based. So, a journey towards a digital environ...
Saved in:
| Main Authors: | , , , , |
|---|---|
| Format: | Conference or Workshop Item |
| Language: | English |
| Subjects: | |
| Online Access: | http://eprints.uthm.edu.my/4662/1/KP%202020%20%2893%29.pdf http://eprints.uthm.edu.my/4662/ https://link.springer.com/chapter/10.1007/978-3-030-36056-6_1 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
| Summary: | Digital Reference Service (DRS) play a vital role in the Digital Library (DL) research.
DRS is a very valuable service provided by DL. Unfortunately, the reference service
movement towards digital environment begins late, and this shift was not model
based. So, a journey towards a digital environment without following a proper model
raises some issues. A few researchers presented a general process model (GPM) in
the late 1990s, but this process model could not overcome the problems of DRS. This
paper proposes an enhanced model for DRS that use the storage and re-use
mechanism with other vital components like DRS search engine and ready reference
for solving the issues in DRS. Initially, storage and re-use mechanism are designed
and finally, DRS search engine is designed to search appropriate answers in the
knowledge base. We improved the GPM by incorporating the new components. The
simulation results clearly states that the proposed model increased the service
efficiency by reducing the response time from days to seconds for repeated questions
and decreased the workload of librarians |
|---|