This research provides the current reference department with the results of the first survey of UNC-CH library users’ behavior related to use of the electronic indexes and databases in 10 years. Overall, users seem to be moderately satisfied with the services; however, some interesting comments were observed that suggests ways to improve and enhance these services.
First, more well-planned and effective instruction/training programs seem to be needed for UNC library users, since more than half of the respondents seem to expect to have an instruction/training program on a regular basis for utilizing the electronic databases and indexes. In particular, the formats of an online tutorial and personal assistance were strongly indicated. Since many undergraduate students participated in this study, they also commented that it would be good for freshmen to have an instruction course in their first year. This might indicate that the users seem to want clearer and more straightforward guidelines for using the electronic indexes and databases that they can make use of early on in their academic career, rather than just being provided with more new technologies and databases.
More and more CD-ROM databases are being purchased by the Library to replace the equivalent printed materials. If the users are not provided with more helpful and organized directions and guides for using them, then these supposedly convenient
tools might only add to the users’ confusion and frustration. They also seem to
experience a hard time in selecting the appropriate databases for their academic research, even if they are well exposed to computer technology. One of faculty members suggested to run ‘zillions of instruction workshops’ for students as well as uninformed faculties.
It is very interesting to see the results regarding preferences in type of training. “Help online screen” is the most wanted type of instructions from patrons. This could create a challenge for the UNC-CH Library systems and current reference services for searching the indexes and databases considering the non-availability of online help.
Secondly, publicity about library services is as crucial as providing better
assistance to patrons. Only half of the patrons were found to be informed of the service about “Subject Listings of electronic databases and indexes.” It is found to be
moderately helpful by patrons who used it; thus it is suggested that as many patrons as possible be made aware of the benefits of this service.
Thirdly, the important instructional role of reference librarians should be emphasized. As many articles and the findings from this study show, the electronic library, or the “cybrary,” has changed and will change the use of libraries and library instruction. The demand and need for training and education of users will grow and “librarians will find themselves to be the ‘information educators’ on campus” (Mercado, 2000, p.264). Librarians must keep pace with the changes of technology in the
Information Age and will have to be active learners to teach effectively. In addition, as an information manager as well as an educator, the knowledge and skill of being a librarian should be appreciated by all who make optimal use of information services.
This research has limitations that involve sample size. Two hundred and two (202) sample population out of 26, 600, 0.8% (24, 180 students and 2, 420 faculties) might not represent the whole population at UNC-CH. In addition, the selection of
classes for distributing the survey questionnaire might have influenced the current results. The four departments (Education, Social Work, Journalism, Public Health) were chosen mainly because it was thought that these departments might well be involved in research; thus the students enrolled in these department might often use the electronic databases.
This topic offers a number of areas where future research is needed. The next step could be the design of online help screens. This could involve more qualitative and quantitative research, such as conducting user surveys of many other librarians who already deal with the issue of providing online tutorials. Additionally, the plan for generating credit-bearing instruction courses for freshmen, along with the user study, should be assessed.
Lastly, it was a good opportunity to read the fresh thoughts about current library services from a new generation.
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