https://orcid.org/0000-0001-7036-0827
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Abstract
The present study aims to highlight the librarians’ perception pertaining to the implementation of Virtual Reference Service (VRS) in the Chandigarh Region Innovation and Knowledge Cluster Institutions (CRIKC). The study is based on a sample drawn from librarians of the CRIKC libraries. To assess and evaluate the librarians’ perception regarding the feasibility of VRS, a questionnaire was prepared and distributed among 19 library professionals of CRIKC libraries. The reason for choosing the questionnaire was to know the status of virtual reference service as well as librarians’ perception regarding the feasibility of VRS in CRIKC libraries. The findings suggest that the major challenge faced by librarians in providing VRS is the need for an additional budget for staffing, followed by an increased staff workload and a lack of staff training facilities. However, despite these challenges, the librarians perceive VRS to be highly effective in promoting the optimum use of the library’s collection and resources, improving staff efficiency, and promoting information literacy. From the users’ perspective, remote access to online assistance and faster access to information were found to be the most effective features of VRS. Additionally, personalized service, 24/7 availability, and the ability to save chat sessions for later use were also perceived as beneficial by most of the librarians. These results highlight the potential benefits of implementing web 2.0-enabled VRS in academic libraries, despite the challenges involved. It is essential to allocate a sufficient budget for staffing and provide staff training facilities to overcome the challenges faced in implementing VRS successfully. Furthermore, by improving user satisfaction and promoting information literacy, VRS can prove to be an effective tool for enhancing library services and resources.
Conflict of interest
The authors have no conflicts of interest to report.
Additional information
Notes on contributors
A Sinhababu
Dr. Atasi Sinhababu Assistant Librarian, Central Library, Amity University Punjab, Mohali. IT City Rd, Sector 82, Alpha Block D, JLPL Industrial Area, Punjab 140306, India. Email [email protected]
S. Kumar
Dr. Shiv KumarAssistant Professor, Panjab University, Chandigarh, 160014, India. Email. [email protected]