This study refers to the reference service "Ask a Librarian" in COBISS.SI electronic system. The aim is to find out the level of its popularity among the active members of the libraries. Furthermore, this thesis studies the importance of the professionalism in dealing with the available information and in passing it to the users. The aim is to research the frequency, purpose, and quality of the service and the possible difficulties might occur while using it. The theoretical part is followed by a research in which the analysis of the questionnaire is shown. The sample studied represents the users of three different libraries: Ljubljana City Library, Central Technological Library at the University of Ljubljana and Library of Faculty of Health Care Jesenice. The goal of the research is to determine the contentment of the users of the reference service, the evaluation of the service and the possible differences in evaluation among different profiles of users. The outcome shows the reference service is known only by a small number of users. Nevertheless, those who use it are satisfied with the service and consider it useful and of good quality. Since its establishment ten years ago, the reference service "Ask a Librarian" is still not well known among the users of the libraries, but the fact that users opinion on the service is positive, is encouraging.
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