Proposal for the implementation of a digital reference service for the Libraries of the National Polytechnic School

Abstract

This project presents as a proposal the implementation of a digital reference service for the General Library of the National Polytechnic School of Ecuador, providing a chat service with specialized reference software. The characteristic elements of these services, the use of technology and their presence in ecuadorian university libraries.

After it has review of the websites of ecuadorian university libraries, it was identified whether they have Digital Reference Services (SRD) or another form of user service. For this purpose, it took the 63 academic institutions registered with the Higher Education Council, like the target population.

From the aforementioned study, it was determined that the services or tools most used to provide user support are: email, telephone numbers and exclusive library social networks. This reality is what motivates the National Polytechnic School (EPN) to propose a project to implement an SRD in order to improve user service and satisfy their information needs immediately regardless of time and geographic location.

Chat as SRD is intended for users of EPN libraries. On the other hand, for the selection of the specific software of the SRD, it evaluated four tool: LibraryH3lp, QuestionPoint, Reftracker and LibAnswers, after the respective evaluation, it is determined that LibraryH3lp efficiently meets the requirements of the EPN thus, modernization of its libraries will be guaranteed and the potentialization of the service that they provide to their users.