An enhanced model for digital reference services

Shahzad, Asim and Mohd Nawi, Nazri and Mahdin, Hairulnizam and Naqeeb Khan, Sundas and Abdul Hamid, Norhamreeza An enhanced model for digital reference services. In: Proceedings of the Fourth International Conference on Soft Computing and Data Mining (SCDM 2020), 22-23 January 2020, Melaka, Malaysia.

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Digital Reference Service (DRS) play a vital role in the Digital Library (DL) research. DRS is a very valuable service provided by DL. Unfortunately, the reference service movement towards digital environment begins late, and this shift was not model based. So, a journey towards a digital environment without following a proper model raises some issues. A few researchers presented a general process model (GPM) in the late 1990s, but this process model could not overcome the problems of DRS. This paper proposes an enhanced model for DRS that use the storage and re-use mechanism with other vital components like DRS search engine and ready reference for solving the issues in DRS. Initially, storage and re-use mechanism are designed and finally, DRS search engine is designed to search appropriate answers in the knowledge base. We improved the GPM by incorporating the new components. The simulation results clearly states that the proposed model increased the service efficiency by reducing the response time from days to seconds for repeated questions and decreased the workload of librarians

Item Type: Conference or Workshop Item (Paper)
Uncontrolled Keywords: drs model; virtual reference; services digital ;reference services; model for digital reference services
Subjects: Z Bibliography. Library Science. Information Resources > Z665 Library Science. Information Science
Divisions: Faculty of Computer Science and Information Technology > Department of Software Engineering
Depositing User: Mrs. Normardiana Mardi
Date Deposited: 23 Jan 2022 08:29
Last Modified: 23 Jan 2022 08:29

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