Assessing Virtual Reference Services in Selected University Libraries in Ghana

Abstract

The integration of Virtual Reference Services (VRS) is becoming increasingly significant in academic libraries as they adapt to meet the evolving information needs of academic library users in a digital environment. However, in Ghana, the utilization and overall effectiveness of VRS remain underexplored. Despite the global shift toward virtual service delivery, there is limited understanding of how academic libraries in Ghana are implementing these virtual reference services (such as emailing systems, article request live chat services like “Ask the Librarian,” and instant messaging) to serve the graduate students information needs and how users perceive and engage with them. This study addresses this gap by assessing the awareness, accessibility, reliability, responsiveness, staff competence, management support, infrastructure, and challenges related to VRS in selected academic libraries in Ghana. The study was conducted in three public university libraries: the University for Development Studies (UDS), SDD Dombo University of Business and Integrated Development Studies, and C.K. Tedam University of Technology and Applied Sciences. postgraduate students and library staff members were selected using a combination of sampling techniques. All PhD and MA/MSc students were included due to their small populations, while a proportionate and simple random sampling technique was applied to the larger MPhil student group. A multiple case design was employed which include was employed, using a sample of graduate students and library staff from selected academic libraries in Ghana. Quantitative data were collected through structured questionnaires; qualitative data were gathered via interviews with library staff. The researcher also made an observation on the VRS system. The data were analyzed using descriptive statistics, correlation analysis, and thematic content analysis. The findings revealed that while a slight majority of students were aware of and utilized VRS, a significant portion lacked awareness, which limited usage. Accessibility was generally viewed as adequate, though connectivity issues and outdated systems posed challenges. A strong positive correlation was found between awareness and utilization, indicating that increased awareness significantly influences service use. Library staff's responsiveness showed varying perceptions among graduate students. The findings reflect a broad spectrum of user experiences with the timeliness of virtual assistance, indicating moderate satisfaction overall, though concerns were raised about delayed responses in some cases. Staff were perceived as competent but in need of further ICT and customer service training. Management showed commitment through training and digital service support, but most libraries lacked a dedicated budget for VRS. Infrastructural deficiencies, especially outdated hardware and poor internet connectivity, hindered service delivery. The study found that although VRS are operational in academic libraries in Ghana, there are gaps in awareness, technological capacity, and strategic planning. It recommends targeted awareness campaigns, improved internet infrastructure, continuous staff training, strategic budgeting, and the use of user feedback to enhance VRS effectiveness. Future research should explore comparative studies, user experience, training impacts, longitudinal trends, and socio- cultural factors affecting VRS adoption.