AN ASSESSMENT OF THE EFFECTIVENESS OF MOBILE TECHNOLOGY IN REFERENCE SERVICES IN SPECIAL LIBRARIES IN ABAKALIKI, EBONYI STATE
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- NGN 5000
Background of the Study
Mobile technology—smartphone apps, SMS reference, and responsive chat interfaces—extends reference services beyond library walls, meeting user expectations for instant support (Miller & Veach, 2023). In Abakaliki’s special libraries, librarians have implemented WhatsApp reference lines, mobile‑optimized FAQs, and push notifications for updates (Eze & Edeh, 2024). Preliminary usage data indicates high query volumes but variable response quality and timeliness. Empirical evaluation of effectiveness—measured by response time, accuracy, and user satisfaction—is essential for service optimization (Nwankwo, 2025).
Statement of the Problem
Although mobile reference channels are active, special libraries in Abakaliki report inconsistent response times and user feedback mechanisms, limiting assessment of service quality and improvement (Anya, 2024). Without systematic evaluation, libraries cannot enhance mobile reference workflows. This study assesses mobile technology’s effectiveness in reference services to guide enhancements.
Objectives of the Study
To measure average response times and accuracy rates of mobile reference interactions.
To assess user satisfaction with mobile reference services.
To identify operational challenges and recommend process improvements.
Research Questions
What are the response time and accuracy metrics for mobile reference queries?
How satisfied are users with the quality of mobile reference services?
What operational issues hinder effective mobile reference delivery?
Significance of the Study
Findings will support special libraries in Abakaliki in refining mobile reference protocols, staff training, and user feedback loops, thereby enhancing remote service quality.
Scope and Limitations of the Study
This study focuses on mobile reference services in special libraries within Abakaliki, Ebonyi State, evaluating chat, SMS, and app‑based interactions. It excludes in‑person reference.
Definitions of Terms
Mobile reference: Library assistance delivered via mobile devices and applications.
Response time: Time elapsed between user query and librarian reply.
Query accuracy: The correctness and relevance of information provided.
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