Reference Service Design for Academic Library: A Case of Digital Learning Launchpad Development
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Abstract
Reference services in libraries have been changed following users’ needs and advances in information and communication technology (ICT). Thai university libraries have obviously changed as well and developed their innovative reference services due to the influence of advanced ICT. For example, the use of artificial intelligence (AI) technology integrated with a Q&A service via Chatbot, the voice of customers (VoC) system to deal with users’ complaints, clinic-like services to support information resource access and academic development, and information literacy instruction using video clips and online workshop sessions has been implemented. This paper presents the development of reference services by using service design and user experience concepts. The reference service design model for academic libraries was developed by adapting the Double Diamond model (Design Council, 2015) and the TCDC design process (2015) that included three phases, namely, exploration, ideation and creation, and reflection and implementation. Further, a digital learning launchpad (DLL) was developed in the form of a Web application to facilitate graduate students to access and use library resources to support their study and research as they need. The researchers applied the reference service design model for the development of DLL for the university library. The DLL comprised five functions, namely, plagiarism checker, search starter, publication, citation, and copyright. It was found that DLL in the Web application format can effectively facilitate users to learn and get reference services anywhere, anytime. Additionally, they can review their knowledge as soon as they want. This tool enhances autonomous learning and life-long learning skills as well.
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บทความทุกเรื่องที่ลงตีพิมพ์จะได้รับการตรวจอ่านโดยผู้ทรงคุณวุฒิ ความคิดเห็นและบทความที่ปรากฏในวารสารนี้ เป็นของผู้เขียนซึ่งมิใช่เป็นความคิดเห็นของคณะผู้จัดทำ และมิใช่ความรับผิดชอบของสมาคมห้องสมุดแห่งประเทศไทยฯ การนำบทความในวารสารนี้ไปตีพิมพ์ซ้ำต้องได้รับอนุญาตจากคณะผู้จัดทำ
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