Abstracts
This study examined the use of social media for digital reference services among
staff in federal university libraries in South-East Nigeria. The study was
motivated by the increasing relevance of social media platforms in enhancing
library service delivery and bridging communication gaps between librarians
and users in a digital age. A descriptive survey research design was adopted for
the study. The population comprised 296 professional and para-professional
staff from five federal university libraries in the region, with no sampling due to
the manageable size. Data were collected using a structured questionnaire and
analyzed using mean and standard deviation. Findings revealed that a variety of
social media platforms are utilized for digital reference services, with WhatsApp,
Facebook, and Twitter emerging as the most frequently used tools. The extent of
use of social media for digital reference services was generally high among
library staff, indicating growing acceptance and integration into library
operations. However, the study identified several challenges hindering effective
utilization, including poor funding, epileptic power supply, inadequate internet
access, techno phobia, and lack of adequate training. These challenges limit the
full potential of social media in delivering efficient and timely reference services.
The study concluded that while social media has significantly improved digital
reference service delivery, addressing infrastructural and capacity-related
constraints is essential for optimal utilization. It was recommended that library
management should invest in staff training, improve ICT infrastructure, and
ensure reliable power supply to enhance service delivery.
Keywords: Social Media, Digital Reference Services, University Libraries, Library
Staff
Publication Date: 2026-07-31