|dc.description.abstract||The study was carried out at Uganda National Archives (UNA) and was focused on the provision
of reference services. It aimed to achieve the following objectives; to identify the different
reference services provided at UNA; to find out the benefits of efficient reference services at
UNA; to identify the challenges faced in providing and managing reference services at UNA; to
propose strategies for improving the provision and management of reference services at UNA. In
order to achieve this, the study adopted a case study research design with qualitative research
approach as the paradigm, and interviews and observation as data collection methods. Data
collected was analyzed by qualitative descriptive analysis where all data was presented in textual
format. A sample of 15 respondents was targeted and only 11 responded.
The study achieved its objectives as it discovered that basically little is done with regards to
reference services at UNA as only personal assistance, direct and indirect instructions and inter-
agency/ inter-country services are used. In addition, an index of archival materials acquired and
accessioned into UNA is placed accessible by all users of UNA. Despite these inadequacies, it
was discovered that staff and management of UNA acknowledge and appreciate the importance
of reference services but have challenges limiting the effective and efficient running of
operational reference services.
The study also revealed that the most challenging element of reference services at UNA is
absence of skilled reference personnel. Other challenges included limited finances, illiterate
users, poor internet services, technological dependency and limited support from management.
Solutions to the challenges as suggested by respondents in the study included recruitment of
skilled reference personnel, training of staff, adoption of automation/ digitization, adoption of
digital reference services, and acquisition of larger and faster database servers.
The study was concluded with the following recommendations; provision of more time for
training of staff, complete management support and funding, acquisition of larger and faster
hosting internet services, building and establishing a better comprehensive records and archives
management policy and development of other reference service techniques.||en_US