Noor Husna Mohamad Zayadi
WGB090005
Identifying Perceived Needs
for a Chat Reference Service
from the University of Malaya Library
User’s Perspective
 Internet technology has changed the way in which
communication and searching for information can be
done easily today.
...
 A research done by Carlson, 2007, stated that
almost 85 percent of the students said they
preferred face-to-face interac...
 IV1 : Library Anxiety
 IV2 : Remote Access
 IV3 : Promptness
 DV : Perceived Needs for a Chat Reference
Service
RQ1. Is there a relationship between Library
Anxiety and Perceived Needs for a Chat
Reference Service?
RQ2. Is there a rel...
H1: There is a relationship between Library
Anxiety and Perceived Needs for a Chat
Reference Service.
H2: There is a relat...
 The emphasis in this research will be on real-
time or synchronous services of chat reference
service as opposed to othe...
 This research will benefit The University of
Malaya Library users having problems of
library anxiety, remote access and/...
 Horowitz, L.R., Flanagan, P.A. and Helman,
D.L. (2005), “The viability of live online
reference: an assessment”, Portal:...
 Swope, M.J., & Katzer, J. (1972).The silent
majority: Why don`t they ask questions? RQ 12(2),
161-166.
 Swope and Katze...
 Dougherty, R. (2002). Reference around the
clock: is it in your future? American Libraries,
Vol. 33: 44-46.
 Dougherty ...
 Riva, G. & Galimberti, C. (1997).The
psychology of cyberspace: a socio-
cognitive framework to computer-
mediated commun...
Population and Sample
Instrumentation
Data Collection Methods
 University of Malaya Library serve a huge
population which may includes more than
100000 users.
 Allowing for a plus an...
 Quantitative Research
 Questionnaire
 Demographic Information
 Chat Reference Service
 Library Anxiety
 Remote Acce...
 Questionnaire distribution through E-Mail.
 Time allocated from distribution to collection
of the data is one week.
 D...
~THANK YOU ~
WXGB 6303_Methodology and literature review presentation
WXGB 6303_Methodology and literature review presentation
WXGB 6303_Methodology and literature review presentation
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WXGB 6303_Methodology and literature review presentation

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Noor Husna Mohamad Zayadi
Master of Library and Information Science
Faculty of Computer Science & Information Technology
University of Malaya
2010

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WXGB 6303_Methodology and literature review presentation

  1. 1. Noor Husna Mohamad Zayadi WGB090005
  2. 2. Identifying Perceived Needs for a Chat Reference Service from the University of Malaya Library User’s Perspective
  3. 3.  Internet technology has changed the way in which communication and searching for information can be done easily today.  With the development of the World Wide Web, digital reference services are beginning to take over some of the roles of the traditional reference services in the library.  Digital reference service offers services to the library users in several forms.  Chat reference service is a service offered by library where librarian and users can ‘speak’ to each other on the Internet in a real time manner.
  4. 4.  A research done by Carlson, 2007, stated that almost 85 percent of the students said they preferred face-to-face interactions with librarians. Through these findings, librarians have the responsibility to offer alternative ways to serve the other 15 percent students who have problems in face-to-face communication with librarians.
  5. 5.  IV1 : Library Anxiety  IV2 : Remote Access  IV3 : Promptness  DV : Perceived Needs for a Chat Reference Service
  6. 6. RQ1. Is there a relationship between Library Anxiety and Perceived Needs for a Chat Reference Service? RQ2. Is there a relationship between Remote Access and Perceived Needs for a Chat Reference Service? RQ3. Is there a relationship between Promptness and Perceived Needs for a Chat Reference Service?
  7. 7. H1: There is a relationship between Library Anxiety and Perceived Needs for a Chat Reference Service. H2: There is a relationship between Remote Access and Perceived Needs for a Chat Reference Service. H3: There is a relationship between Promptness and Perceived Needs for a Chat Reference Service.
  8. 8.  The emphasis in this research will be on real- time or synchronous services of chat reference service as opposed to other digital reference services by asynchronous methods.  This research will focus on identifying perceived needs for a chat reference service in the University of Malaya Library.
  9. 9.  This research will benefit The University of Malaya Library users having problems of library anxiety, remote access and/or promptness in terms of information reference and information assistance.  Research on the chat reference service subject and especially in the area of identifying perceived needs for the service is still very rare.
  10. 10.  Horowitz, L.R., Flanagan, P.A. and Helman, D.L. (2005), “The viability of live online reference: an assessment”, Portal: Libraries and the Academy,Vol. 5 No. 2, 239-58.  Horowitz et al. (2005) surveyed chat reference users at MIT on their reasons for using the service, finding that the top four reasons were “did not want to come to library”, “like to multi- task while waiting for response”, “was in a rush and expected service would be quick”, or “need an immediate response”.
  11. 11.  Swope, M.J., & Katzer, J. (1972).The silent majority: Why don`t they ask questions? RQ 12(2), 161-166.  Swope and Katzer (1972) conducted an exploratory study of 119 users in an academic library. They investigated the reasons why 27 percent of the people they surveyed who had questions did not ask for a librarian’s help. They identified four reasons: (1) dissatisfaction with past service, (2) thinking their question too simple, (3) fear of being a bother, and (4) fear of appearing stupid.
  12. 12.  Dougherty, R. (2002). Reference around the clock: is it in your future? American Libraries, Vol. 33: 44-46.  Dougherty (2002) stated that interest in digital reference increased steadily; the users wanted to have access anytime, and the librarians wanted to provide a better service, while companies were interested in developing new programs and tapping into a new field of service.
  13. 13.  Riva, G. & Galimberti, C. (1997).The psychology of cyberspace: a socio- cognitive framework to computer- mediated communication. New Ideas in Psychology,Vol. 15: 141-158.  Chat users can receive immediate feedback, thus they can use written language in the same manner used in a person-to-person conversation. (Riva & Galimberti 1997).
  14. 14. Population and Sample Instrumentation Data Collection Methods
  15. 15.  University of Malaya Library serve a huge population which may includes more than 100000 users.  Allowing for a plus and minus five percent error rate, a sample size of 384 library users will be selected from the total population.
  16. 16.  Quantitative Research  Questionnaire  Demographic Information  Chat Reference Service  Library Anxiety  Remote Access  Promptness  5-item Likert scales
  17. 17.  Questionnaire distribution through E-Mail.  Time allocated from distribution to collection of the data is one week.  Data will be analyzed using Microsoft Excel.
  18. 18. ~THANK YOU ~

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