Users’ satisfaction with the digital reference service in the King Abdulaziz University Library: a case study

Abstract

The development of information and communications technology and the spread of the use of the Internet and related applications have contributed to tremendous changes in the nature of the work of the reference service provided by academic libraries and in the expectations of both specialists and users alike. Many university libraries around the world have adopted web technologies to meet patrons' reference needs in the digital environment.
Libraries have diversified their trends in investing in the technical means they use in order to provide digital reference services, and many of these libraries are even keen to follow up on what is new in order to invest in it and benefit from its potential in support of their programs and efforts in this regard. These efforts have also expanded to go beyond the framework of efforts based on individual efforts to Collective or collaborative efforts, which is now known as the Collaborative Reference Service.