SOCIAL NETWORKING SITES: AN EVALUATION OF ONLINE REFERENCE SERVICES IN SELECTED NIGERIAN UNIVERSITY LIBRARIES

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The study evaluated online reference services through social networking sites in selected university libraries in Nigeria. A survey approach was embarked upon to ascertain patrons’ level of awareness, their preference, source from which they were inform of existence of the service, effectiveness of the service and their level of satisfaction with online reference service through social networking sites in their libraries. The targeted population for the study includes undergraduates of University of Ilorin, Nnamdi Azikiwe University and University of Benin with a total population of 64,770. A sample size of 394 was drawn from the study population using Simple sampling technique. A survey questionnaire was design for collection of data. The instrument was divided into 2 sections. Section (1) of the questionnaire contains the bio-data of the respondents while section (2) handles the subject matter listed in alphabet A-F. It was a close ended questionnaire. Each question asked in section two of the questionnaire was tailored toward answering the research questions in order to achieve the objective of the study. The findings reveal that many patrons are aware of the fact that their university libraries are on social networks, and yet not familiar with reference services. Facebook, Twitter and Ask a Librarian are ranked as most preferred in delivery of online reference services. Most respondents gain an awareness of the services through their friend. Respondents agree that an online reference service is more convenient than traditional desk reference service in that it encourage anywhere, anytime communication with reference librarian due to easy accessibility. Findings also reveal that the services is not all that effective as there are low level of awareness, which is the reason why the service recorded not so many utilization from patron, subsequence of which led to a fair satisfaction from users. In relation to this, the study reveal that the rate at which patrons patronized the services was influence by their level of awareness of the services in their libraries. This study innovatively addressed contemporary issues concerning the evaluation, and ultimately, the relevant of online reference services in academic libraries. It is of great benefit to academic libraries and patron alike as the study identifies ways to increase the visibility and use of online reference service in Nigerian university libraries.

TABLE OF CONTENTS

Title page i

Certification ii

Dedication iii

Acknowledgement iv

Abstract v

Table of Contents vi

List of Tables vii

List of Figures viii

CHAPTER ONE: INTRODUCTION

1.1Background to the Study ------------------------------------------------------------- 1

1.2Statement of Problem ------------------------------------------------------------------6

1.3Research Objectives ------------------------------------------------------------------ 6

1.4 Research Questions ------------------------------------------------------------------ 7

1.5Research Hypotheses ----------------------------------------------------------------- 7

1.6Significance of the Study ------------------------------------------------------------- 8

1.7Scope of the Study -------------------------------------------------------------------- 8

1.8Limitations of the Study -------------------------------------------------------------- 9

1.9Operational Definition of Terms --------------------------------------------------- 9

CHAPTER TWO: REVIEW OF RELATED LITERATURE

2.1 Introduction ----------------------------------------------------------------------------------- 11

2.2 Conceptual Framework ---------------------------------------------------------------------- 11

Social Networking Sites: An Evaluation of Online Reference Services Page 7

2.3 Emergence of Social Networking Sites ---------------------------------------------------- 13

2.4 Trends of Social Networking and its Impact in Academic Libraries ------------------ 19

2.4.2 Blog and Wikis -------------------------------------------------------------- 21

2.5 Why Using Social Networking Tools in Academic Library ---------------------------- 24

2.6 Online-Reference Services and Academic Libraries ------------------------------------- 26

2.7 Evaluation of Online Reference Services -------------------------------------------------- 27

2.7.2 The Perspective from the Library Itself ---------------------------------- 28

2.7.3 The Perspective of the Library User -------------------------------------- 31

2.7.4 Conducting an Evaluation of your Service ------------------------------ 33

2.8 Standard and Evaluation Mechanisms ----------------------------------------------------- 36

2.9 Empirical Studies ----------------------------------------------------------------------------- 37

2.10 Appraisal --------------------------------------------------------------------------------------- 39

CHAPTER THREE: RESEARCH METHODOLOGY

3.1 Introduction ----------------------------------------------------------------------------------- 41

3.2 Research Method ----------------------------------------------------------------------------- 41

3.3 Population of the Study ---------------------------------------------------------------------- 41

3.4 Sample Size ------------------------------------------------------------------------------------ 42

3.5 Sampling Techniques ------------------------------------------------------------------------- 42

3.6 Data Collection Instrument ------------------------------------------------------------------ 43

3.7 Validity of Instrument ------------------------------------------------------------------------ 43

Social Networking Sites: An Evaluation of Online Reference Services Page 8

3.8 Reliability of Instrument -------------------------------------------------------------------- 44

3.9 Data Collection Procedure ------------------------------------------------------------------- 44

3.10Method of Data Analysis --------------------------------------------------------------------- 45

CHAPTER FOUR: DATA PRESENTATION AND ANALYSIS

4.1 Introduction ------------------------------------------------------------------------------------ 46

4.2 Analysis of Data/ Interpretation of Result ------------------------------------------------- 47

4.3 Discussion of Findings ----------------------------------------------------------------------- 54

CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATIONS

5.1 Introduction ----------------------------------------------------------------------------------- 55

5.2 Summary -------------------------------------------------------------------------------------- 55

5.3 Conclusion ------------------------------------------------------------------------------------- 56

5.4 Recommendations ----------------------------------------------------------------------------- 57

5.4.2 Areas for Further Studies -------------------------------------------------- 58

REFERENCE ------------------------------------------------------------------------------------------- 59

APPENDIX --------------------------------------------------------------------------------------------- 60

Social Networking Sites: An Evaluation of Online Reference Services Page 9

LIST OF TABLES

Table 1: Demographic Information of the Respondents.

Table 2A: Patrons’ Awareness of Online Reference Services via Social Networking

Sites.

Table 2B: Level of Awareness.

Table 3: Source from which Patron get informed of availability of Online Reference Services

through Social Networking Sites in their Libraries.

Table 4: Why Patrons chose to Use Online Reference Services over Traditional Desk

Reference Services.

Table 5: Respondents’ ranking of Social Networking Site Most Preferred.

Table 6A: Effectiveness of Online Reference Services via Social Networking Sites.

Table 6B: Level of Effectiveness.

Table 7: Patrons’ Satisfaction of Online Reference Services via Social Networking

Sites.

Table 8: Chi square (x2), analysis of Patrons’ awareness o Online References Services

and Utilization of Online Reference Service

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SOCIAL NETWORKING SITES: AN EVALUATION OF ONLINE REFERENCE SERVICES IN SELECTED NIGERIAN UNIVERSITY LIBRARIES

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