ICT Infrastructure for DRS

This section presents an overview of the responses relating to ICT infrastructure used for DRS in the participant libraries. It includes computers used for handling the DRS, Internet connection, software used for IM reference, link to the DRS, accessibility to the DRS, user ID and passwords for accessing the DRS, workstations for the DRS, and maintenance of ICT facilities. All these elements are analysed and explained separately.

5.2.4.1 Computers used for DRS

Computers are essential tools for operating DRS. The respondents were asked to mention the number of computers they used for handling the DRS in their respective libraries. Eleven out of eighteen libraries, provided information about the number of computers used for operating the service. The total number of computers used for handling the service in these eleven libraries was 67 (with a Mean of 6.09). Of the eleven libraries, seven libraries belonged to the public sector and had 38 computers (with a Mean of 5.42), while four libraries came from the private sector and had 29 computers (with a Mean of 7.25). The private sector libraries had more computers for handling the service (with a Mean of 7.25) than the public sector libraries (with a Mean of 5.42) (Table 5.61).

Table 5.61: Number of computers used for DRS in participant libraries (N=11)*

Sector Number Percent Sum Mean

Public 7 63.6 38 5.42

Private 4 36.4 29 7.25

Total 11 100.0 67 6.09

132 Amongst various categories of academic libraries, general university libraries had more computers (with a Mean of 6.55) for handling DRS than any other type of libraries (Table 5.62).

Table 5.62: Number of computers used for DRS in different categories of libraries (N=11)*

Category Number Percent Sum Mean

Gen 9 100.0 59 6.55 Bus/IT 0 .0 0 0.00 Eng. 0 .0 0 0.00 Agr/vet 1 100.0 3 3.00 Art/des 0 .0 0 0.00 H. Sc 1 100.0 5 5.00 Total 11 100.0 67 6.09

*11 libraries provided information about number of computers used for DRS

5.2.4.2 The Internet Connection

The quality of the Internet plays an important role in offering an effective DRS. At present, nearly fifty Internet Service Providers operate in the country (Internet Service Providers Association of Pakistan, 2013). Besides, the HEC has established a project, ‘PERN’, to provide an Internet service to higher education institutions and research organisations in the country (Pakistan Education and Research Network, 2013). The respondents were asked to indicate their Internet Service Providers. Of the eighteen academic libraries, fourteen libraries provided information about the Internet Service Providers. Of these fourteen libraries, half of the libraries had been provided with an Internet connection through PERN, four libraries through Pakistan Telecommunication Company Ltd. (PTCL), two through National Telecommunication Corporation (NTC), and one through Wateen (Table 5.63).

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Table 5.63: Internet Service Providers of participant libraries (N=14)* Internet Service Provider Number Percent

HEC PERN 7 50

PTCL 4 28.6

NTC 2 14.3

Wateen 1 7.1

Total 14 100.0

*14 libraries provided information regarding Internet service provider

5.2.4.3 Software used for IM Reference

Libraries require specific IM software to provide IM reference. A number of free and commercial software products, with certain capabilities and restrictions, are available for IM. The academic libraries, which offered the IM reference, were asked to indicate the software product they used to provide the IM reference. The only academic library offering the IM reference reported that it used a free software product named ‘Meebo’ to provide the service.

5.2.4.4 Link to DRS

A library website is considered a necessary adjunct for DRS as it mediates reference queries. The location of the link to the DRS on the library website has great importance as it helps users to find and access the service. The participant libraries were asked to indicate the location of the link to the DRS on their websites. Amongst the eighteen libraries, half of the libraries had provided a direct link to the DRS on their homepages. Whereas, half of the libraries had an indirect link to the DRS on the homepages. Of these, six libraries had provided the indirect link to the DRS from ‘services’, two libraries from ‘contact us’, and one library from ‘about the library’ (Table 5.64). Academic libraries need to make their services accessible and visible so that users can easily access them. A visible direct link to the DRS on a library’s homepage helps users greatly to access and use the service. Realising the importance of the location of the service link on the library website, half of the libraries had placed a direct link to the DRS on their homepages.

134 Table 5.64: Link to DRS on participant libraries’ websites (N=18)*

Location of DRS link Number Percent

Home page 9 50 Under services 6 33.3 Under contact us 2 11.1 Other 1 5.6 Total 18 100.0 *18 libraries offered DRS

5.2.4.5 Accessibility to DRS

One of the benefits of DRS is that it can be accessed from anywhere at any time. Some academic libraries restrict the use of their online services and resources to the campus, whereas some others provide access to online services and resources both within the campus and outside the campus. The responding libraries were asked to indicate where their DRS can be accessed from. Of the eighteen libraries, all the libraries reported that their DRS were accessible both on-campus and off-campus (Table 5.65).

Table 5.65: Accessibility to DRS in participant libraries (N=18)*

Accessibility to DRS Number Percent

On-campus 18 100.0

Off-campus 18 100.0

*18 libraries offered DRS (Multiple response)

5.2.4.6 User ID and Passwords for accessing DRS

Some academic libraries require users to utilise their IDs and passwords in order to access online library services including DRS. The use of the users’ IDs and passwords helps to restrict the use of online services only to registered library members, thus avoiding misuse of the services. The responding libraries were asked to mention whether they required their users to utilise IDs and

135 passwords to access the DRS. Of the eighteen libraries, only one library reported that it had restricted the use of the DRS to its affiliated users by requiring them to utilise their IDs and passwords, while seventeen libraries stated that their users did not need to use IDs and passwords to access the service (Table 5.66).

Table5.66: Requirement of user ID and passwords for DRS (N=18)* User ID and passwords Number Percent

Yes 1 5.6

No 17 94.4

Total 18 100.0

*18 libraries offered DRS

5.2.4.7 Workstation for DRS

Some academic libraries use the traditional reference desk for the provision of DRS along with face-to-face reference, while some others set up a separate desk for the DRS. Respondents were asked to provide information regarding the workstation used for handling the DRS in their respective libraries. Of the eighteen libraries, more than half of the libraries (10) reported that they used the traditional reference desk to provide DRS, while eight libraries stated that they had set up a separate desk to handle the service (Table 5.67).

Table 5.67: Workstation for DRS in participant libraries (N=18)*

Location Number Percent

At traditional reference desk 10 55.6

At a separate desk 8 44.4

Total 18 100.0

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5.2.4.8 Maintenance of ICT Facilities used for DRS

The ICT infrastructure used for handling DRS needs to be maintained for better performance. Responding libraries were asked to indicate who maintained their ICT equipment used for the DRS. Of the eighteen libraries, the majority of the libraries (11) reported that their staff maintained the ICT equipment, while seven libraries stated that they obtained services of ICT experts in their institutions to maintain ICT facilities (Table 5.68).

Table 5.68: Maintenance of ICT facilities in participant libraries (N=18)*

ICT facilities maintained by Number Percent

Library staff 11 61.1

ICT experts within the university 7 38.9

ICT experts outside the university 0 0.0

Total 18 100.0

*18 libraries offered DRS