Libraries at University of Nebraska-Lincoln
Date of this Version
Summer 8-17-2024
Document Type
Article
Citation
Atanda, A.A & Soladoye-Adewole, D.F (2024). Changes In Community Expectation And User Behaviour For Reference Service In The Post-Pandemic Era.
Abstract
This study was carried out to examine changing community expectations and users’ behaviour, focusing on reference services. The qualitative design method was adopted for the study. The reference section in the Kenneth Dike Library, University of Ibadan, was used as a case study for this research. The observation method was the instrument used for data collection in this study. This study revealed that the changing community expectation, especially during the COVID-19 pandemic when the library was shut down, was mainly for the reference librarians to be able to offer reference services online. It also found that users increased demand for digital reference services, such as online databases and virtual reference desks, which allow users to access information independently. Another key finding in changes in community expectations is a growing desire for self-service options and an increased focus on accessibility. The study also found that rather than going to the library, many users increasingly prefer to access information remotely, either through online databases or through virtual reference services. The study recommended that librarians need to embrace new technologies and innovative approaches to reference services. It is also recommended that they be proactive in adapting their services to meet the needs of their communities and users while also remaining committed to providing accurate and reliable information. Libraries must also recognise that reference services are no longer limited to traditional library spaces. Librarians must be prepared to assist in a variety of formats, including text-based, audio-visual, and video.
