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THE 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.

oai:repository.slads.sc.tz:cmshi8nwb000dysc5qg9cs7rg· datestamp 2026-11-10T10:00:16Zdepartment:LIMtype:dissertation

dc:title	THE 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.
dc:creator	Benson Eliasi Mtenga
dc:subject	Information and Communication Technology (ICT)
dc:subject	Online reference services
dc:subject	Academic libraries
dc:subject	ADEM-Bagamoyo (Agency for the Development of Educational Management)
dc:subject	ICT tools used
dc:subject	Role of ICT in effectiveness
dc:subject	Challenges in ICT use
dc:subject	Strategies for improvement
dc:subject	Email
dc:subject	Library website
dc:subject	OPAC (Online Public Access Catalog)
dc:subject	Social media platforms
dc:subject	Live chat services
dc:subject	Lack of dedicated Library Management System
dc:subject	Faster access to information
dc:subject	Remote access
dc:subject	Improved communication
dc:subject	Wider access to digital resources
dc:subject	Poor internet connectivity
dc:subject	Inadequate ICT infrastructure
dc:subject	Limited financial resources
dc:subject	Insufficient ICT skills
dc:subject	Low user awareness
dc:subject	Investment in ICT infrastructure
dc:subject	Continuous staff training
dc:subject	Improved internet connectivity
dc:subject	Increased user awareness
dc:subject	Acquisition of dedicated Library Management System
dc:description	This 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.
dc:publisher	School of Library, Archives and Documentation Studies (SLADS)
dc:date	2026
dc:type	Text
dc:type	Dissertation
dc:format	application/pdf
dc:identifier	https://repository.slads.sc.tz/records/cmshi8nwb000dysc5qg9cs7rg
dc:language	en
dc:rights	All rights reserved
dc:relation	https://repository.slads.sc.tz/api/records/cmshi8nwb000dysc5qg9cs7rg/file