Information Support for Library’s Virtual Reference Services
Students Name: Shekhovych Ostap Volodymyrovych
Qualification Level: magister
Speciality: Information, Library and Archival Science
Institute: Institute of the Humanities and Social Sciences
Mode of Study: full
Academic Year: 2025-2026 н.р.
Language of Defence: ukrainian
Abstract: The development of digital services in public libraries represents a key vector of contemporary digital transformation in the cultural and educational sectors. Virtual reference services are becoming an essential component for ensuring citizens’ access to information regardless of their location, technical conditions, or social context. Within this environment, the need for effective tools capable of providing timely user support, structured processing of information queries, and integration with existing library resources continues to grow. The object of the study is the process of information support for reference services in a public library under conditions of digital transformation. The subject of the study includes methods, tools, and technologies for organizing virtual reference services, as well as models of interaction between users and librarians in a digital environment. The aim of the study is to develop the conceptual framework and create a minimum viable product (MVP) of a virtual reference service system for public libraries, enabling the submission, processing, documentation, and archiving of user information requests in a digital environment. The study established a comprehensive theoretical, methodological, and practical foundation for designing and implementing a virtual reference service system in a public library. A systematic review of scholarly and methodological sources made it possible to identify key trends in the development of information services in libraries, the specific features of sectoral digitalization, and the international experience of operating similar services. The conducted analysis demonstrated that virtual reference services have become an integral element of the contemporary library landscape, ensuring continuity of access to information, flexible communication formats, and user convenience. Based on the reviewed literature, the study examined the current regulatory and legal framework governing the provision of reference services, processing of personal 69 data, and organization of information systems and digital services. The analysis revealed that existing regulations only partially address electronic services, and require updates to accommodate emerging service formats, including online request forms, digital archives, and remote librarian–patron interaction. This led to the formulation of recommendations for improving internal library documentation, including job descriptions, the Regulation on Reference and Information Services, and the Regulation on Personal Data Processing. Analysis of the electronic resources of Ukrainian and international libraries enabled the identification of common models of online reference services, typical functional components, and approaches to designing user interfaces. Comparative evaluation of services from the United States, Canada, Poland, and EU countries demonstrated a high level of process standardization, established request-moderation systems, the use of specialized platforms for processing inquiries, and broad integration of supplementary electronic resources. These insights formed the basis for defining requirements for the MVP of a domestic virtual reference system. During the research, an information model of the subject domain was developed, identifying key entities and their relationships: user, librarian-operator, library administrator, reference request, knowledge base, and electronic archive. This model became the foundation for structuring the system’s functional logic. At the design stage, a Lean Canvas model was created to determine user problems, audience segments, value propositions, key metrics, and cost structure, enabling alignment between project goals and functional requirements. Additionally, a Customer Journey Map was developed to detail the user path from the emergence of an information need to receiving a librarian’s response, thereby supporting the optimization of user interface components. The practical part of the study involved the development of a web-based MVP that includes a user request submission module, a librarian’s panel for processing inquiries, a notification system, an answer archive, and basic analytical tools. HTML templates for key pages, a database structure, and a mechanism for authentication and role-based access control were created. The system underwent scenario-based testing, confirming its functionality: data exchange between modules operated correctly, 70 interfaces were intuitive, and the execution time of core operations met projected requirements. Evaluation of the test results identified several advantages of the proposed solution: improved efficiency of reference services, reduced workload on library staff, transparent documentation of all request-processing stages, and the system’s scalability and potential for integration with electronic catalogs. At the same time, promising directions for further development were identified, including intelligent search tools, automated recommendations, and enhanced analytical instruments. The results confirm the feasibility and effectiveness of introducing digital reference services in public libraries and demonstrate the readiness of the MVP for further scaling and adaptation to the needs of real-world library environments. Keywords: Virtual Reference Services, Public Library, Information Services, Digital Transformation of Libraries, Electronic Library Resources, Reference Inquiry