Virtual Reference Service in Academic Libraries: A Case Study of the

Libraries of IIMs and IITs in India

Bulu Maharana1

K. C. Panda2

Abstract:
The paper introduces the concept of Virtual Reference Service (VRS) in academic libraries. The
survey investigates into the state of VRS in the libraries of premier educational institutions, the IIMs and
IITs in India. The study reveals that although a remarkable advancement in the automation and
electronic access to information has been achieved in these libraries, there is a long way ahead to
march towards the establishment of standard VRS at par with similar institutions in developed countries.

Keywords: Virtual Reference Service, Digital Reference Service, Live Reference service
1.

INTRODUCTION

Technology is developing at a very fast rate and what looks a myth a few years back is
becoming a reality now. The largest single factor which caused the significant changes in
library operations and services in this century is undoubtedly the evolution of information
technology. Technology has changed the way the libraries serve their users and this change
will continue in future also. While continuing to provide many traditional information services,
libraries are developing new skills and taking new roles that are necessary to support
technology based services.
In the libraries and information centers Reference Service is an important
personalised service. Traditionally, it is a one-to-one service with user and reference librarian.
The user is helped by the variety of sources available to meet the information needs. But in
the present era, the library and information profession is facing the challenges of so called
electronic age and being transformed by technology. So the advancement in information
technology has brought out incredible changes in almost every aspect of information services.
It has been observed that many large and modern libraries in abroad and also in India
have a general reference desk, full time reference librarians with subject specialists and off
desk responsibilities. This type of an environment need to be cultivated in academic libraries,
especially in Indian Institutes of Technology (IITs) and Indian Institutes of Management
(IIMs), where the thrust is on imparting education and pursuing research and consultancy.
Thus, with the advancement of changing technology the mode of providing reference service
in the academic libraries are gradually changing. It is now presented to the user in a new and
more developed form that is virtual reference service, which is other wise known as digital
reference service.
1.

AIMS AND OBJECTIVES

There has been a demand for digital reference service especially in academic libraries
of the premier institutes like, IITs and IIMs where the faculty, students and researchers
heavily depend upon the instant, useful and standard information delivery service. In view of
this, the primary objective of the present study is to investigate and identify the current level
of virtual reference service offered in the libraries of IITs and IIMs in India. The objectives of
the present investigation can be summarized as follows:
(i)

To uncover the present status of virtual reference service (VRS) being provided in
the libraries under study.

Lecturer, 2 Reader, Department of Library & Information Science, Sambalpur University, Jyoti Vihar-768019,
Orissa (INDIA)

(ii)
(iii)

2.

To systematically identify the strength and weakness of existing reference service

available in the libraries of IITs and IIMs in India.
To find out the various components and modes of VRS at the libraries of IIMs and
IITs and to evaluate such services under proposed guidelines as suggested by
different associations like, IFLA and ALA.
METHODOLOGY

The success of any social research lies with careful selection of a suitable
methodology. For the purpose of the present study, websites of all the IITs and IIMs libraries
were explored to identify and assess the present state of virtual reference services provided in
the libraries of the above premier institutions. A checklist was used for collecting pertinent
data from the respective websites of the libraries under study. The data thus obtained were
analyzed, tabulated and interpreted for a systematic evaluation of the strength and weakness
of VRS in the libraries included in the study.
3.

VIRTUAL REFERENCE SERVICE (VRS): ITS CONCEPT AND ELEMENTS

Unlike traditional reference, virtual reference services allow patrons to submit

questions and receive answers via the Internet and other electronic means. Linda Berube
(2003) defines that Digital reference or virtual reference primarily refers to a network of
expertise, intermediation and resources placed at the disposal of someone seeking answers in
an online environment. Joann M Wasik (2003) defines Digital reference and AskA services are
Internet-based question-and-answer services that connect users with experts in a variety of
subject areas. In addition to answering questions, experts may also provide users with
referrals to other online and print sources of information.
Thus, the virtual reference service connects the users with librarians or information
professionals and help them to receive direct assistance irrespective their location and time. In
addition to answering questions, these information experts may also provide users with
referrals to other online and print sources of information and support the development of skills
such as information literacy. The term, virtual reference, digital reference, e-reference,
Internet information Services,, live reference, and real-time reference are used
interchangeably to describe reference service that utilize computer technology in someway
(Kaza, 2005, p.553). A digital reference transaction will usually include the following
elements:

4.

The user;
The interface (web form; e-mail; chat; video etc.);
Electronic resources (including electronic or CD-based resources, Web
resources, local digitized materials etc.) as well as print resources; and
The information professional(s)

CLASSIFICATION OF VIRTUAL REFERENCE SERVICE

The virtual reference service models can be broadly divided in to three categories. The
following figure exhibits the various types of virtual reference services currently in practice.

Fig.-1: Topology of virtual Reference Service

Source: (Sharma, Kumar and Singh; 2005; p.983)
4.1

Asynchronous Transaction

The Asynchronous transaction involves a time delay between the question and answer,
such as with e-mail based, web form or Ask a service, Virtual Reference Desk (VRD) service,
Question Point, Online Pathfinders, etc.
4.2

Synchronous Transactions

The synchronous transaction, on the other hand takes place in real time with an
immediate response to the query, such as in chat based services, Video Conferencing or web
cam services, Digital Reference Robots, Real time Reference services (Live Ref, 24/7 Ref), etc.
4.3

Collaborative Networks

Many libraries and organizations have recognized the benefits of providing digital
reference service through collaborative services. Some regional library consortia are offering
member libraries the opportunity to share reference questions with each other using the
internet and other technologies. The collaborative Digital Reference Service (CDRS), operated
by the library of congress, is an international network of libraries, consortia, museums, Ask a
services that uses a help desk system to route questions to appropriate institutions based on
member profile.
5. OBJECTIVES OF VIRTUAL REFERENCE SERVICE
Libraries of the current digital era have undergone massive facelift. To achieve the goal of
providing excellent services and assist users with their educational and research needs, the
reference librarian answer reference questions, both to users in the library and remotely
through telephone, e-mail and online services. Hence the virtual reference service has the
following basic objectives:

To provide individual assistance and instruction;

To provide and maintain an appropriate collection of reference resources, both
print and electronic;
To assist users with locating the best sources of information;
To help in marketing reference and resources;
To serve as a public relations representative;
To help in Online Searching;
To help and assist in professional activities for professional development and
growth;
To help in referral process, forward the enquiry or provide the user with live links
to authoritative websites; and finally
To educate users concerning resources and research techniques in order to help
them to become information literate.

6.

IIMS AND IITS OF INDIA: A PROFILE

The increasing globalization of economy, growth of industrial and technological sector

in India coupled with competition for limited resources have brought unprecedented pressure
and challenges to the management and technical education as a discipline. At the same time,
it has also offered an opportunity to improve the economic growth and the quality of life. The
need for professional management and technical education has never been more crucial than
today specially in the era of changing global digital environment. So, the task of producing a
large pool of well trained management and technical professionals in a resource starved
environment provides the need for establishing IITs and IIMs. At present, there are seven IITs
and six IIMs functioning under the Ministry of Human Resource Development of the
Government of India as depicted in Table-1 in their chronological order:
Table-1: Growth of IIMs and IITs in India
Sl.
No.

Name of IIM

1.

Indian Institute of
Management,
Ahmedabad
URL: http:// www.iima.ernet.in
Indian
Institute
of
Management
Calcutta
URL: http://www. iimcal.ac.in
Indian
Institute
of
Management
Bangalore
URL:http// www. iimb.ac.in
Indian Institute of
Management,
Lucknow
URL:http// www.iiml.ac.in
Indian Institute of
Management,
Kozhikode
URL:http// www. iimk.ac.in
Indian Institute of Management Indore
URL:http// www. iimidr.ac.in

2.
3.
4.
5.
6.

7.

Year
of
Estd.
1961

Sl
No.

Name of the IIT

1961

Indian institute of Technology,

Kharagpur
URL:http://www.iitkgp.earnet.in
Indian Institute of Technology,
Bombay URL: http://www.iitb.ac.in
Indian Institute of Technology,
Kanpur URL: http://www.iitk.ac.in
Indian Institute of Technology,
Madras URL: http://www.iitm.ac.in.
Indian Institute of Technology, Delhi
URL: http://www.iitd.ac.in.
Indian Institute of Technology,
Guwahati URL: http://www.iitg.ac.in
Indian Institute of Technology,
Roorkee URL: http://www.iitr.ac.in

3.
1973
1984

4.
5.
6.

1996
1998

7.

Year
of
Estd.
1950
1958
1959
1959
1961
1994
2001

VRS PROVIDED IN IITS AND IIMS: AN ASSESSMENT.

Generally, VRS refers to a network of experts, intermediation and resources placed at

the disposal of someone seeking answer online. These services are provided through e-mails,
web forms, chat, videoconferencing, digital reference robots and FAQs, etc. Keeping in view
the importance of digital resources, the libraries of IIMs and IITs are deeply involved in the
organization and management of a large number of e-resources to provide various digital
reference sources to their users under intranet as well as internet environment. These
resources and services which deserve mention are as follows:
7.1

Reference Desk Service

The reference desk in the libraries provide access to various indices, reviews of the
quality, credible and current information-based sites and assists the readers in navigating
these sites to satisfy their required need.

Fig. - 2 : Provision of Reference Desk Service

The above graph represents that the reference desk facility is currently being provided
by only 2 (33.33%) IIT libraries (IIT, Madras and IIT, Bombay) and 2 (28.57%) IIM libraries
(IIM, Bangalore and IIM, Kozhikode). However, a majority of libraries of both IIMs and IITs
are yet to launch the Reference Desk service.
7.2

E-mail Reference Service

In e-mail reference service, the user sends the concerned library an e-mail with a
reference query to supply whatever information he or she feels is necessary. It can be
provided to the users in different forms, such as TOC Alerts, customized news to users, latest
additions of library resources and provide answers to the query by different ask a services
such as ASK A Librarian and Question point, etc.

Fig. - 3 : E-mail reference service

Fig-3 shows that out of seven IITs, only 2 (28.57%), i.e, IIT-Delhi and IIT-Bombay are
successfully providing three types of e-mail reference. However, IIT-Madras provides only TOC
Alert service in better way. In comparison to IITs, the IIMs are not far behind in providing email reference. The Question point as a form of e-mail reference service is not provided by
any of the libraries under study. It is surprising to note that IIM-C, IIT-G, IIT-K, IIT-R and IITKGP are not facilitating any form of e-mail reference service through Internet.
7.3

Real time Reference

Real time reference service that libraries of IITs and IIMs are attempting to provide
more and more is live reference. These are real time, interactive reference service in which
user can talk to a real, live reference librarian at any time day or night, from any where in the
world. Chat, technology enables users to communicate on the internet with others in realtime. Also the instant messaging software product such as AOL instant messenger and ICQ
allow libraries to communicate in real time with users through a series of messages sent back

and forth. Video conferencing also becoming a popular mode of real time reference for big
institutions.

Fig. - 4 : Real time reference.

Table-3 reveals that the real time reference service is an active part of the libraries of
IIM Lucknow and IIT-Bombay. They provide both the chat and instant message services
frequently. However, IIT-Madras has made provision only for chat reference service. Only six
(3 IITs and 3 IIMs) libraries provide video conferencing service.
7.4

Links to E-Resources

The growing popularity of electronic information resources and the increasing demand
of information seekers has necessitated the present day libraries to acquire e-resources. The
libraries of IITs and IIMs have built up a good collection of e-resources such as, e-books, ejournals, e-databases, e-thesis, standards, patents etc. and the links to e-resources provide a
quick accessibility all these resources. Through the library FAQ, OPAC and Links to other open
Access/ free resources, the users are capable to search their required information on line and
obtain such resources through electronic mode of distribution.

Fig. 4 : Links to e-resources.

The graphical representation above reveals that all the 13 libraries of IIMs and IITs
provide links to their e-resources such as OPACs, e-journals and e-databases. While 7 libraries
have links to e-books, 4 of them have linked to their e-thesis and e-patents. A link to FAQ of
the library has been given in 11 libraries and libraries have links for online access to open
access resources in various subjects.
7.5

Referral Service

Referral service gives the reference source of required information. In case of IITs and
IIMs the referral service includes the links to different publishers sites, links to other websites,
interlibrary loan and directory service.

Fig. -5 : Referral Service.

Fig-5 indicates a high response towards the interlibrary loan service among the IITs
and IIMs library and also link with publisher are greatly influence the level of referral service in
the library.
7.6

Web form or Query form Service

In web forms the user fills out an online form on the libraries websites. It structures
the users request in such a way that helps the user in providing additional supply of
information that will specify his/her request. The query thus structured is submitted to the
respective library and the person replying these will post an e-mail reply to the user
immediately.

Fig.-6: Web form or Query form service

Table-10 and its associated graph shows that the web form, is used for VRS services in two
IITs, IIT-Bombay and IIT- Madras. It is also used in the IIM Calcutta.
7.7

Collaborative reference Service

In this model, two or more libraries team up to offer reference service using any of the
online formats. It includes union list or union catalogue of Participating libraries and also takes
initiation towards providing consortia based resources to the libraries under study for serving
the users in a better way.

Fig. 6 : Collaborative reference service.

Fig-6 indicate that out of all the 6 IIMs libraries, only two library, IIM-Ahmedabad
library and IIM-Kozhikode library are able to provide consortia based resources to their users
through Internet but in case of IITs, out of 7 libraries, 5 are able to provide such facilities. In
India all IITs and IIMs generally provide consortium reference resources through INDEST. Also
in case of IIM-Kozhikode the IIM consortium is also take active part towards providing
reference resources, but the union catalogue is not so efficiently used in any IIMs and IITs
Libraries.
7.8

E-Print archives

E-Prints are electronic copies of academic research papers. They may take the form of
Pre-print (Papers before they have been referred) or `post print (after they have been
referred). They may be Journal articles, conference papers, book chapters or any other form
of research output. Typically, an e-print archive is normally made for freely available on the
web with the aim of ensuring the widest possible dissemination of their contents, now the IITs
and IIMs libraries of India are putting to provide such archives to their users.

Fig.-7: E-print archives.

It is revealed from the above figure among all the IITs and IIMs libraries, only one
IIMs library i.e. IIM- Kozhikode and two IITs library such as IIT-Delhi and IIT-Kharagpur are
till now able provide e-print archive service.
7.9

Feedback form Service

In feedback form the libraries provide an online form for asking questions to libraries,
librarian, also sending suggestion, views and comment upon the library service for building up
the service in a more effective way. Now days all the IITs and IIMs are try to provide
feedback form service to build up a standard up a standard and user oriented library service.

Fig.-8: Feedback form service

Fig-8 indicates that the feedback forms are heavily used by the users of IITs in
comparison to IIMs. Where about six IITs library are able to provide these facilities in
comparison to that only 4 IIMs are efficient towards provide feedback form service.
8. MAJOR FINDINGS OF THE STUDY
The systematic and careful study undertaken in this work disclosed the current state of
digital reference in the premier institutions the IIMs and IITs. The investigator found it worth
mentioning the important findings obtained from analysis and interpretation of data.
(i)

The study revealed that only 2 (15.4%) IITs, i.e. IIT, Bombay and IIT, Madras are
providing a `Reference Desk or a Help Desk Service. This information indicates
that the above institutions have not yet been seriously concerned about the
Reference Desk services to their clientele.

(ii)

Reference Service through e-mails are being provided by only 7 (53.9%) libraries in
different forms, such as, TOC Alerts, Ask a librarian, Question Point, customized
news to users, latest library additions etc. Surprisingly institutions like IIM-C, IIT-G,
IIT-K, IIT-R and IIT-KGP do not provide e-mail based reference service.

(iii)

`Video Conferencing as a real-time reference service being facilitate in 6 (46.1%)

libraries, IIM-B, IIM-K, IIM-I, IIT-D, IIT-KGP and IIT-M. However, only 3(23.0%)
libraries have introduced Online chat facility as a mode of real-time reference
service. IIM-L and IIT-B are also provides instant messaging service.

(iv)

The libraries under study either have a local collection of digital resource or they
have remote access to various databases outside. The study revealed that all the
libraries provide links to their collection of e-journals, e-data bases and OPAC.
However, links to e-books, Patents, e-theses, standards, FAQ and Open access
resources are being provided by 7(53.9%), 4(30.76%), 1(7.7%), 6(46.15%),
11(84.6%) and 6(46.15%) libraries respectively.

(v)

It is revealed here that all the libraries under study have linked the web sites of
other institutes and ILL. But (84.6%) libraries provide links to publishers of ejournals, data base etc. and only 2(15.4%) libraries have their online directories.

(vi)

Query form is an effective tool for the input of the users query form remote
locations in standard format. In this study only 3(3.33%) libraries, IIM-C, IIT-B and
IIT-M are having their query forms on their web sties.

(vii)

While, collaborative reference service provide through union catalogues by

2(15.4%) libraries, 7(53.9%) libraries provide consortia based resources to their
user.

(viii)
9.

In 3(23%) libraries under study, institutional e-print archives have been set up and
research output is communicated through this archive.

CONCLUSION

Increasingly, virtual reference service are being developed and implemented at

libraries across the country. Unfortunately, similar emphasis on developing an assessment
techniques, measures, and standards is not progressing at a similar rate in India. If Virtual
Reference Service is to evolve successfully as bonafide library and information services,
librarians need to engage in ongoing assessment and evaluation of those services. Such
assessment is essential for planning and development of these services, for cost and financial
decision-making and perhaps most importantly, to ensure that user information needs are
met. This study is an important first step towards better understanding how digital library
services can be successfully integrated into existing library and information services of the
premier academic institutions of India, the IIMs and IITs.
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11

12

Sl
No.
1.

Type of VRS Provided

IIMA

IIMC

IIMB

IIML

IIMK

IIMI

Total

IITKGP

IITB

IITK

IITM

IITD

IITG

IITR

Total

00

5.

Online Referral Service

6.

Online Query Form

7.

Collaborative
Reference Service
Institutional
Repository Service
User Feedback form
service

05
(83.33%)
04
(66.66%)
06
(100%)
06
(100%)
01
(16.66%)
06
(100%)
01
(16.66%)
04
(66.66%)

4.

Reference
Desk
Service
E-Mail
Reference
Service
Real time Reference
Service
Links to E-resources

02
(28.57%)
03
(42.85%)
04
(57.14%)
07
(100%)
07
(100%)
02
(28.57%)
07
(100%)
02
(28.57%)
06
(85.71%)

2.
3.

8.
9.

13

14