2026-11-10T10:21:09Zhttps://repository.slads.sc.tz/api/oaioai:repository.slads.sc.tz:cmshi8nwb000dysc5qg9cs7rg2026-11-10T10:00:16Zdepartment:LIMtype:dissertationTHE CONTRIBUTION OF ICT IN PROVISION OF ONLINE REFERENCE SERVICE IN ACADEMIC LIBRARY:A CASE STUDY THE AGENCY FOR THE DEVELOPMENT OF EDUCATIONAL MANAGEMENT(ADEM) BAGAMOYO.Benson Eliasi MtengaInformation and Communication Technology (ICT)Online reference servicesAcademic librariesADEM-Bagamoyo (Agency for the Development of Educational Management)ICT tools usedRole of ICT in effectivenessChallenges in ICT useStrategies for improvementEmailLibrary websiteOPAC (Online Public Access Catalog)Social media platformsLive chat servicesLack of dedicated Library Management SystemFaster access to informationRemote accessImproved communicationWider access to digital resourcesPoor internet connectivityInadequate ICT infrastructureLimited financial resourcesInsufficient ICT skillsLow user awarenessInvestment in ICT infrastructureContinuous staff trainingImproved internet connectivityIncreased user awarenessAcquisition of dedicated Library Management SystemThis study examined the contribution of Information and Communication Technology (ICT) in the provision of online reference services in academic libraries, using the Agency for the Development of Educational Management (ADEM) Bagamoyo as a case study. The study was guided by four specific objectives: to identify the ICT tools commonly used in providing online reference services, to assess the role of ICT in enhancing the effectiveness of such services, to examine the challenges facing the use of ICT in online reference service provision, and to suggest strategies for improving ICT-based online reference services at ADEM-Bagamoyo. A descriptive research design and a mixed research approach were adopted, and data were collected from 27respondents, comprising students, library staff and ICT support staff, through questionnaires and interviews.
The findings revealed that ADEM-Bagamoyo library relies on a combination of general-purpose ICT tools, including email, the library website, OPAC, social media platforms and live chat services, rather than a single dedicated Library Management System, to deliver online reference services. ICT was found to enhance the effectiveness of reference services mainly through faster and remote access to information, improved communication and wider access to digital resources. Nonetheless, the study identified several challenges affecting effective ICT use, including poor internet connectivity, inadequate ICT infrastructure, limited financial resources, insufficient ICT skills and low user awareness.
The study concludes that ICT makes a meaningful contribution to the provision of online reference services at ADEM-Bagamoyo, although its full potential has not yet been realized due to the challenges identified. The study recommends investment in ICT infrastructure, continuous staff training, improved internet connectivity, increase d user awareness and the eventual acquisition of a dedicated Library Management System to strengthen the delivery of online reference services in academic libraries.School of Library, Archives and Documentation Studies (SLADS)2026TextDissertationapplication/pdfhttps://repository.slads.sc.tz/records/cmshi8nwb000dysc5qg9cs7rgenAll rights reservedhttps://repository.slads.sc.tz/api/records/cmshi8nwb000dysc5qg9cs7rg/file