A Virtual Reference Service System for Kampala Library and Information Center (KLIC).

Abstract

The study was carried out on the development of a virtual reference system for Kampala library and information Centre. The objectives of the study were; To identify the types of reference service systems used at Kampala Library and information Centre, to identify the types of reference services offered by KLIC, to identify the challenges of the current reference service system used by KLIC in delivering reference services to its international users, to propose solutions/ strategies for the above challenges at KLIC library, to identify the necessary requirements for developing a virtual reference service system for KLIC library. The study used a case study research design. The researcher purposively selected 10 (14) respondents to participate in the study from whom detailed information was to be obtained and the others were priotized according to the willingness to provide answers to the data collection instruments. Data was collected using questionnaires, interview and observation guides. The study findings established that KLIC offers a wide range of services which include displaying new arrivals, answering reference questions, user guidance services and the provision of instructions on the use of library resources. This was essentially done using the physical RIS system coupled with a small percentage of a digital system for offering these services to their library users/ patrons which at times is ineffective due to the unreliability of internet services and poor computer infrastructure.