Examining Virtual Reference Services in Academic Libraries of Central Uganda: A Case of Nkumba University Library

Abstract

The advancement of technology has revolutionized reference services in academic libraries by transforming them into Virtual Reference Services (VRS). This study aimed to examine the perception and usage patterns of VRS at Nkumba University Library in order to develop a framework for enhancing VRS provision within the library if any gaps are identified. The objectives of the study were to: find out the virtual reference services provided at Nkumba University Library; examine user perceptions of virtual reference services at Nkumba University Library; determine usage patterns of virtual reference services at Nkumba University Library; and develop a framework to enhance perceptions and usage patterns of virtual reference services at Nkumba University Library. The study employed a case study research design and mixed-methods approach. The study population was composed of 15 librarians and 79 course leaders, from which a sample size of 76 was obtained. Data was collected through questionnaires and structured interviews. Purposive and simple random sampling were used.

The findings revealed that Nkumba University Library offers various VRS, including online chat services, email reference, and video reference, with online chat being the most popular. While 88.3% of students were aware of the VRS, only 38.3% were very familiar with the services. The primary reasons for using VRS included accessing library databases (65%), citation help (43.3%), and locating scholarly articles (28.3%). However, only 25% used VRS for clarifying research questions. Key challenges faced included lack of funding, understaffing, and limited computers and technology. To enhance perceptions and usage patterns of VRS, the study proposes a framework that includes user education and training, improving service quality, enhanced promotion, upgrading technology, staff development, user feedback, and collaboration with other institutions. By implementing this framework, Nkumba University Library can address the identified gaps and improve user satisfaction and engagement with VRS, ultimately strengthening its role as a vital academic resource.