The development of information and communication technologies, and wide spread of the Internet and its associated technologies have brought about tremendous changes in the reference department of academic libraries, and in the attitudes and expectations of both information professionals and users. Many academic libraries across the globe have embraced Web technologies to fulfil users reference needs in a digital environment. This study aimed to investigate and analyse digital reference services (DRS) in university libraries in Pakistan. It focused on the nature and level of DRS, technologies used for the provision of the service, usage, staffing, marketing, funding, ICT infrastructure available for the service, and looked at the issues faced by academic libraries in implementing and managing the service. A mixed methods research approach combining both quantitative and qualitative methods was employed to achieve the aim and objectives of the study. The quantitative data for the study were collected through an online survey. A total of eighty five university libraries (both in public and private sectors) from all the four provinces, the federal capital and Azad Jammu & Kashmir participated in the survey. The quantitative data were supplemented by the qualitative data which were gathered through semi-structured interviews with the heads of fifteen leading university libraries. Findings suggest that DRS is at an early development stage in university libraries in Pakistan, with a small number of libraries offering the service. Most of the academic libraries which have implemented this cutting-edge service, are large libraries equipped with good human and technological resources. The libraries have mostly developed asynchronous digital reference systems by employing e-mail and web forms. The usage of the service is lower than that of in-person reference in academic libraries due to factors, such as libraries failure to effectively market the service, lack of ICT skills among users, lack of ICT facilities available for users. It was found that the libraries lack skilled and competent LIS professionals to staff the service. Factors contributing to the scarcity of skilled human resources in academic libraries include the lack of in-house training for DRS, shortage of continuing professional development courses in the country, and deficiencies in LIS curricula offered by the country s library schools. A number of issues which affect the implementation and management of DRS in academic libraries have been identified. They include: scarcity of competent human resources; access to appropriate digital resources; unavailability of suitable software for DRS; financial constraints; lack of ICT facilities; absence of a digital reference policy; lack of ICT application; paucity of resources; electricity supply; inadequate physical facilities; lack of local research and literature on DRS.

在資訊科技蓬勃發展和網路資源不斷快速成長的影響下，圖書館應用數位方式提供參考服務為時勢所趨；如何保有參考服務本質並應用創新科技來推行服務，成為圖書館的重要議題。公共圖書館為地方知識門戶，扮演著蒐集和提供社區民眾有關生活和學習資訊的角色；藉由網路強化參考諮詢服務，可進一步接觸原有讀者與潛在使用者，促進民眾對於圖書館各種服務的使用。 為瞭解國內公共圖書館推行數位參考服務之現況，本研究以台灣本島縣市與文化局圖書館為對象。透過問卷調查各縣市圖書館的參考服務模式、推行情況、館員知能等情形。再進一步以訪談法，探究縣市圖書館在施行數位參考服務時所面臨的困境、館員對於服務的看法等面向，以提出未來發展服務的相關建議，藉此提昇我國縣市圖書館數位參考服務之品質。 經調查顯示，國內縣市圖書館在數位參考服務的整體情況，有71%是透過電子郵件方式進行服務，其次14%是提供主題式線上參考資源，而僅有5%的圖書館建立知識庫。雖有各種不同類型的服務方式，縣市圖書館仍缺乏一個專屬於數位參考服務的管道，而數位資源的建置也需進一步加強，同時圖書館面臨了專業人員與資訊人員不足的困境。在使用者方面，學生為主要使用族群，常提出關於學校課業的諮詢問題。在館員認知方面，縣市圖書館館員雖偏好傳統面對面參考服務，但對於推動數位參考服務仍抱持著樂觀其成的態度，並贊同未來朝向數位合作參考服務的方向發展。 由研究結果歸納建議，縣市圖書館發展數位參考服務應重視組織規劃、服務推展與館際合作三大部份：在組織規劃方面，圖書館應積極研擬數位參考服務發展策略並設立專屬管道，進行人力重整或以合作方式解決人力缺乏問題，同時需提供相關教育訓練課程給予參與參考服務的館員們。在服務推展上，應掌握讀者認知習慣，透過利用教育課程提升讀者的資訊素養，同時進行服務狀況的紀錄統計，並著力於數位資源建置。在館際合作方面，可與學校圖書館一同推展利用教育課程，並結合圖書館現有合作服務項目共同發展數位合作參考服務，以創造雙贏局面。 / Due to the ubiquitous information and communication technologies (ICTs) and the blooming resources on the Internet, libraries now inevitably provide reference services with emerging ICTs. The phenomenon is highlighted within public libraries because of their obligations of equally offering information and its accessibility to the general public. By conducting the questionnaire survey and personal interviews, this study intends to investigate the current status quo of digital reference services in public libraries in Taiwan; to identify the challenges of improving their digital reference services, and to present corresponding solutions. Based on the results of 19 questionnaires and 10 interviews, the study finds that: (1)71% digital reference services are provided via email; 14% are via online pathfinder, and 5% are via knowledge base created by library. (2)Digital reference services are not prioritized in organization developing plan. Accordingly, the promotion of digital reference services, the acquisition of digital resources, and the need of full time librarians and IT staffs are often neglected. (3)From the educational perspective, the digital reference services can help the librarians for advising on students’ school projects and implementing information instructions to the public. (4)Although most librarians showed their willingness to promote digital reference services, they still preferred the traditional face-to-face reference services. However, they also agreed that the collaborative digital reference service will be the emerging trend . This study suggests that: (1)Public libraries should have digital reference services development strategy. (2)To solve the labor force deficiency, organization reengineering or cooperation should be considered. (3)The statistics of the digital reference services usage should be collected and analyzed. (4)The online reference resources for public libraries should be expanded. (5)To enhance users’ information literacy, library instructions and promoting events are necessary. (6)Public libraries could cooperate with the school libraries on improving the information literacy of students. (7)Public libraries should offer digital reference training programs to enhance librarians’ professional capabilities, such as electronic resources management. (8)Combine digital reference services with other interlibrary cooperation.

Launching of digital reference services by academic libraries is on the increase. Libraries are exploring new ways of expanding their services by interacting with users and responding to user inquiries via the Internet, especially students enrolled on the distance mode of studying. The purpose of this study was to evaluate digital reference services at the Polytechnic of Namibia library and the University of Namibia library. Two aspects were evaluated, namely, ‘Resources’ and ‘elements of the general digital reference model’. This study was a summative evaluation study in which semi-structured interviews and observations were used to collect data. The research findings showed that these libraries used the general digital reference model in providing responses to the library users. The study established that the two libraries did not follow the IFLA and RUSA standards of staffing and training of librarians working with digital reference services. The study further found that a lack of ability to fully demonstrate to users how to access various library services was one of the major problems that the librarians experienced. / Program: Masterprogram: Biblioteks- och informationsvetenskap, Digitala bibliotek och informationstjänster

即時通訊(Instant Messaging，IM)和部落格(Blog)是近來廣受應用的社會性軟體(Social Software, SS)。面對網路世代的發展趨勢，圖書資訊學界亦開始探討網路科技對資訊服務所帶來的衝擊，特別是以年輕族群為服務對象的大學圖書館，若能適當地利用社會性軟體，不僅可做為館員與使用者溝通的橋樑，亦有助於館員組織其工作，成為促進圖書館在網路時代拓展服務和提高價值地位之利器。 本研究旨在瞭解社會性軟體在大學圖書館的應用，以即時通訊和部落格為研究對象，探討國內大學圖書館員的使用情況，並分析館員對兩者應用於圖書資訊領域之看法，進而針對美國與臺灣地區大學圖書館的即時通訊參考服務和圖書館部落格進行分析，藉以做為圖書資訊領域整合及應用社會性軟體於資訊服務和工作業務之參考。在研究方法上，透過「文獻分析法」、「網路問卷調查法」和「個案研究法」，從量化與質化的方式，探討及分析即時通訊與部落格的使用情況、應用看法及建置模式。 本研究發現：一、我國大學圖書館員多已使用即時通訊，惟以私人用途為主。二、即時通訊可做為圖書館組織溝通及數位參考服務之用。三、圖書館應用即時通訊為資訊服務發展趨勢，但亟需重視人力及管理之配套措施。四、我國大學圖書館員已有建置個人部落格經驗，並多採用免費服務平臺。五、大學圖書館建置部落格，做為圖書館服務的延伸。六、圖書館部落格可做為資訊服務的新入口，但須同時配合人力資源、教育訓練與維護管理等考量。七、美國大學圖書館在即時通訊參考服務與圖書館部落格發展上已具規模，可供國內未來應用參考。八、即時通訊參考服務應提供多種軟體類型及跨假日之彈性服務方式，以供使用者擇取。九、圖書館部落格應善用各種部落格功能，與圖書館服務的結合，拓展資訊服務的能見度。 最後建議：一、大學圖書館應積極推動與行銷即時通訊參考服務，實踐圖書館數位參考服務理念。二、針對館員的即時通訊參考服務技巧與能力加以訓練，培育參考諮詢服務優質人選。三、利用即時通訊暢通組織交流，並研訂明確管理辦法，以提升館內同仁協調合作績效。四、建置圖書館部落格，拓展圖書館實體與虛擬服務機會。五、圖書館部落格應結合RSS功能及連結圖書資訊領域部落格，開展即時和新穎的資訊服務。六、開設不同層次的部落格教育與訓練課程，培養館員管理維護知能。七、掌握和分析社會性軟體之發展和應用趨勢，並定期審核與評估實施效益。八、圖書資訊學教育應開設社會性軟體相關課程，鼓勵師生學習和使用。 / Instant Messaging (IM) and Blog are two kinds of the Social Software extensively used recently. While facing the trend and development of network generation, the field of library and information science also began to discuss the impact of network technology on information services, especially the academic libraries of serving young undergraduate. If used appropriately, social software not only can bridge the communications between librarians and users, but also benefit librarians to organize their works effectively. Moreover, it can become the powerful tool of facilitating libraries to extend services and enhance value in the network age. The purpose of this study is to investigate the applications of social software in the academic libraries. Using IM and Blog as subjects, the study tries to understand how academic librarians use those two social software, analyze their viewpoint of applying both in the field of library and information science, and further discuss the issues of using IM reference services and Library Blog at the academic libraries in the United States and Taiwan for the application of social software in the field of library and information science. The “Internet questionnaire” and “Case study” were used, followed by quantitative and qualitative method to discuss and analyze the use, viewpoint and the application models of IM and Blog. The findings shows: (1) Academic librarians had used IM extensively, but rather for personal matters; (2) IM can be used for communications among library organizations and digital references services; (3) IM application is the trend of information services, but manpower issues and management must be addressed; (4) Academic librarians had experiences in Blog establishment and most librarians built their Blog based on free service platforms; (5) Library Blog can be used for the extension of library services; (6) Library Blog could be a new portal of information service, but the human resources, maintenance, management and education training need to be seriously considered; (7) The application of IM reference services and Library Blogs had been highly developed in American academic libraries which can be good models for the libraries in Taiwan; (8) The IM reference service would achieve better success if it goes across work day an holiday, and provides diversified software , downloading and manuals for users’s option; (9) Library Blog shall well employ Blog functions to combine with library services and enhance the visibility of information services. Finally, the conclusions were made: (1) Academic libraries should actively promote IM reference services; (2) Training librarians for IM reference service skills, develop talented person for reference consulting services; (3) Using IM to communicate and coordinate among library staffs; (4) Establish Library Blog to provide virtual service; (5) Library Blog should properly use RSS and link the Blogs within the field of library and information science to develop real-time and innovative information services; (6) Design Blog educational training courses for different levels to develop maintaining and managerial skills of librarians; (7) Observing the trend of social software development and evaluate its implementation periodically; (8) Library and information science schools should conduct course on social software, and encourage teachers and students to apply it effectively.