Developing Collaborative Digital Reference Services among University Libraries of Pakistan

Aim of the Study: Information and Communication Technologies (ICT) have brought about tremendous changes in reference services, transforming how users access and use information. The study aims to assess and analyze the practicality of developing collaborative digital reference services (CDRS) among university libraries of Pakistan. Methodology: This research study used a mix-methods research design that combines quantitative and qualitative methods. A questionnaire was used to gather the quantitative data for the study. The population for the quantitative research study was the chief librarians, head librarians, and the library in-charges of the central libraries of all universities in Pakistan (both in the public and private sectors), which are recognized by the Higher Education Commission of Pakistan (HEC). To obtain the qualitative data, semi-structured interviews were conducted from chief librarians, head librarians, and the library in-charges, who were selected using a purposive sampling technique. The qualitative data was analyzed thematically, while the quantitative data was analyzed using the Statistical Package for Social Science (SPSS) Version 22. Findings: Finding shows that all university libraries of Pakistan have sufficient ICT infrastructure like computers, servers, image scanners, printers, internet connection, library website, Online Public Access Catalogue (OPAC). The non-availability of technology resources and digital reference services software prevents libraries from offering digital reference services. Conclusion: Study concluded that university libraries use different strategies for marketing digital reference services such as through library staff, library website, information literacy, training and guidance and especially through social media (i.e., Facebook, Twitter, wikis etc.). University libraries across Pakistan need good ICT infrastructure to facilitate collaboration and digital reference services.