Digital Reference Services in University Libraries in Western Mountain Region of Libya: A Descriptive Study

Abstract

This study aimed to identify the current status of digital reference services in university libraries in the Western Mountain region of Libya, with particular emphasis on service channels, technical and organizational requirements, and quality indicators. A descriptive analytical approach was adopted through an analysis of the official digital environments of three public universities: the University of Gharyan, the University of Zintan, and the University of Nalut. A review checklist was developed based on relevant literature and professional guidelines for digital reference services. The findings revealed differences in the level of digital development among the libraries studied. The University of Nalut showed a relatively advanced level of electronic library services, particularly following the launch of its Koha-based electronic library in 2026. The University of Zintan showed an orientation toward developing a database for its central library and branches, while the University of Gharyan has an academic specialization in library and information science that may support the development of information services. Overall, the findings indicate that digital transformation is more evident in electronic access to information resources than in the provision of integrated and clearly organized interactive digital reference services. The study recommends developing dedicated digital reference channels, establishing clear service policies, enhancing staff training, and implementing systematic quality assessment mechanisms.