UTILIZATION OF DIGITAL REFERENCE PLATFORMS FOR INFORMATION SERVICE DELIVERY BY ACADEMIC LIBRARIANS IN KASHIM IBRAHIM LIBRARY, AHMADU BELLO UNIVERSITY, ZARIA

Abstract

This study examines the utilization of digital reference platforms for information service
delivery by academic librarians in Kashim Ibrahim Library, Ahmadu Bello University, Zaria
in Northern Nigeria. The research focuses on determining the level of adoption of digital
reference tools, identifying perceived benefits, and exploring challenges associated with their
implementation in academic library environments. A survey research design was adopted,
employing a total enumeration method to collect data from all 115 academic librarians in the
selected university library. Data were gathered using a structured questionnaire titled Digital
Reference Services Utilization Questionnaire (DRSUQ), which recorded a Cronbach’s alpha
reliability coefficient of 0.85, indicating high internal consistency. The data collection was
conducted online over a six-week period. Descriptive statistical techniques such as frequencies,
percentages, means, and standard deviations were used for data analysis. Findings indicate
that librarians acknowledge the importance of digital reference platforms in enhancing service
efficiency, expanding access to information, and improving user satisfaction. However, the
level of full utilization remains moderate due to infrastructural limitations, inadequate
technical skills, and funding challenges. The study concludes that while digital reference
platforms present significant opportunities for improving academic library services, strategic
investment in infrastructure, capacity building, and institutional policy development is required to optimize their use. The study recommends sustained staff training, improved ICT
facilities, and institutional commitment to digital transformation initiatives.