Research article · 2026
EXAMINING THE RELATIONSHIP BETWEEN VIRTUAL REFERENCE SERVICES AND PUBLIC LIBRARY SERVICE DELIVERY IN SOUTH-EAST NIGERIA
Abstract
Purpose: This study examined the relationship between Virtual Reference Services (VRS) and service delivery in public libraries in South-East Nigeria. Specifically, it assessed the availability of VRS infrastructure and determined the relationship between VRS adoption and public library service delivery.
Design/Methodology/Approach: The correlational survey research design was adopted for the study. The
study involved a census of 64 professional librarians across five public libraries in South-East Nigeria. Data were collected using a validated structured questionnaire and analyzed using descriptive statistics and Pearson Product-Moment Correlation (PPMC). The null hypothesis was tested using the t-test for significance of correlation at the 0.05 level. The decision rule was to reject the null hypothesis if p ≤ 0.05.
Findings: The findings revealed that the availability of VRS infrastructure in the public libraries was generally low. However, a very strong and statistically significant positive relationship was found between VRS adoption and overall public library service delivery. The result indicates that greater adoption and effective utilization of virtual reference services are associated with improved service delivery, particularly in terms of responsiveness, accessibility, and service efficiency.
Implication: The findings imply that strengthening VRS infrastructure and improving librarians' competencies in delivering virtual reference services could enhance the capacity of public libraries to provide accessible, responsive, and efficient services to users. Public library authorities should therefore prioritize investment in digital infrastructure, staff training, reliable internet connectivity, and the integration of VRS into existing reference service frameworks.
Originality/Value: The study contributes empirical evidence on the relationship between virtual reference services and public library service delivery in South-East Nigeria, a context that remains underrepresented in the literature. It demonstrates that VRS can serve as an important mechanism for extending library services beyond traditional physical spaces and supporting more accessible and responsive public library services.
Keywords: Virtual Reference Services; Digital Inclusion; Public Libraries; Service Delivery; Librarians; South-East Nigeria
Paper type: Empirical research
Keywords
Virtual Reference Services; Digital Inclusion; Public Libraries; Service Delivery; Librarians; South-East Nigeria Paper type: Empirical research
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