O serviço de referência na biblioteca especializada: um estudo de caso na biblioteca do DNOCS

Abstract

The Reference and Information Service (SRI) is an assistance offered by the librarian to the user, with the aim of meeting their informational needs. This service can take place both in person and virtually, through a structured interview to obtain relevant data for the search and location of the requested information. With the advancement of Information and Communication Technologies (ICTs), the reference service has increasingly used these tools to facilitate interaction and mediation of information with the user. In specialized libraries, the librarian must be aware of the characteristics of his public and the information tools available to offer a quality service. The objective of this work is to analyze the Reference Service in the DNOCS library, presenting the presential, virtual and educational reference processes, seeking improvements in the service to the specialized public. The study was carried out based on previous studies by the authors Grogan (1995), Nice Figueiredo (1992) and Rostirolla (2006). to 40 library users. According to the analyzed study, it is noticed that the reference service is influenced by several factors such as: physical environment, informational resources, librarian's experiences, which just form the reference process. Thus, our results show that the DNOCS library has an excellent reference service, but needs greater attention due to its specificities, and that with the new information and communication technologies, changes can occur in the reference sector, it is up to the professional librarians seek the necessary qualifications to use these technologies in the search for improvements in the supply of information products and services.