Provision of electronic reference services at Mildmay Institute of Health Sciences Library

Abstract

Electronic reference services facilitate easy and faster access of reference services. This study examined electronic reference service provision at Mildmay Institute of Health Sciences library. The specific objectives of the study were to: a) identify the electronic reference service needs of library users at the MIHS library during and post COVID-19; b) to identify the types of electronic reference services provided at the MIHS library during and post COVID-19; c) to find out the electronic reference sources used in the provision of reference services at the MIHS library; and d) to identify the challenges (if any) to electronic reference service provision at the MIHS library during and post COVID-19. The study used a case study research design with a mixed methods research approach. The sample size constituted of 70 study participants. The data collection methods used were interviews and questionnaires. The study revealed that MIHS library users were interested in e-reference services on patients' care, research, completing assignments and patients' education. Additionally, the e-reference services provided included internet connectivity links, group/one-to-one instructions and guidance in the selection of e-reference books. The library users mostly used the internet to access ereference services and used search engines such as Google. Lastly both institutional and personal challenges such as interruptions in internet connectivity and low levels of awareness affected ereference service provision. The study concluded that the e-reference services provided had to align with user expectations. It was also deduced that there was a need to increase awareness and offer more e-resources that align with user needs. Furthermore, stable internet connectivity was required to encourage real time access to e-reference services and an enabling environment had to be created to foster e-reference service provision and utilization. The study recommended conducting user needs assessments to align e-reference services with user needs, promoting awareness of e-reference services and increasing the available e-resources, installing WI-FI and creating an enabling environment to foster e-reference service provision and utilization.