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1. Information Services Name – Varsha Roll No – M56

2. Content Introduction Information & Services Information Services Need Of Information Services Types of Information Services Responsive Information Services Anticipatory Information Services Web Based Information Services Conclusion References

3. Introduction Library functions that are common to all types of libraries are acquisition, organization, storage and retrieval of recorded sources of information such as books, journals, newspapers and other library material. Earlier, books were meant for preservation and libraries were regarded as mere store house of this knowledge. Librarians were considered merely custodian of the library collection and they played no role in the use of library material by the users. Users were expected to use the library on their own. Librarians concentrated more on the collection development and maintenance of the library rather than promoting its use. The present scenario is different. The modern libraries are considered as service institutions. They not only acquire, organize, store, retrieve and disseminate the library material but actively promote its use by the library users. They offer assistance to library users in various ways which can be broadly grouped as reference and information services. These services promote the use of library material, connect the users with the library resources and meet the information needs of the users.

4. Information & Service Information Information is the output that results from analyzing, contextualizing, structuring, interpreting or in other ways processing data. Information infuses meaning and value into the data. It facilitates understanding, communication and learning, and is a key factor in system designs and strategic planning, as well as in problem-solving and decision-making.  Service We can define information service as any service intended to provide information for a client or user, or assist a client or user in finding or searching for information. service  is the output of labor or resources provided by a  service provider that has value to the  customer. In general both the customer and the provider can be anyone inside or outside the organization. Services are generally non material products. Unlike them, the service cannot be stored.

5. Information Service Information services are provided in anticipation of various needs of the users of libraries. which are broadly known as Current awareness services, indexing and abstracting service, Reference services etc. fall under information services. At times, these services are provided on demands from the users. In literature the terms reference service and information service are used synonymously. Some experts refer them as two different kinds of services. Reference services are concerned with direct personal assistance to the user seeking information. It covers direct services such as assistance to the user in the use of the library and its tools, assistance in searching and locating documents, ready reference and long range reference service, literature search and compilation of bibliography, helping in research etc and indirect services such as selection, organization and maintenance of library material for reference service, and other tasks of reference section such as keeping a record of reference queries, preparation of publicity material, evaluation of reference section etc.

6. Need of Information Services Information is crucial for all our activities. People need information for study, research, for pursuing their careers, health care, problem solving, recreation and lifelong learning. Everybody needs information for some purpose or the other. For example, students need information to supplement their textbook studies and for project work. Teachers need information for teaching and research. Professionals (doctors, engineers, consultants, etc.) need information to pursue their careers efficiently. Planners and policy makers need information to frame policies and take correct decisions. Researchers need information to keep upto -date in their areas of research, to find out new areas of research and to solve any research problem. A large number of surveys have been conducted to find out information requirements of all categories of library users. These surveys in general, have identified four types of information needs of the users, such as i ) Current Information Need, ii) Exhaustive Information Need, iii) Everyday Information Need, and iv) Catching up Information Need. It is further observed that information needs vary from person to person and a particular person may have different needs at different points of time.

7. Need (Contd.,) When library users need information to keep themselves up-to-date with latest developments in their areas of interest on a regular basis, the need is known as current information need. When a library user wants to have information on a particular topic as exhaustive as possible, the need is known as exhaustive information need. The researchers mainly have this type of information need when they start their research work. Everyday information need is the need for a specific piece of information which users require, generally in their day-to-day activities. The need is generally for factual information, which is normally available in standard reference books. Catching-up Information need arises when a user, who is not conversant with a particular subject field, requires an account of overall development of that subject in a short and compact form.

8. Types of Services Over a period of time the LIS profession has devised a variety of services depending on the changing needs of user information requirements. They are basically   Responsive Information Service (Reactive) - The service that is provided in response to a specific request. e.g. reference service, literature search, bibliography compilation, document delivery Anticipatory Information Service: Proactive - The service that is provided in anticipation of some need. e.g. current awareness  bulletins,  SDI,  indexing, abstracting, reports, review services (Information analysis and repackaging) Web Based and Internet Based Services - Internet and the World Wide Web (WWW) have introduced new and powerful ways of finding and sharing information . E.g. Library Website, Access to Databases, Access to E-Journals, Virtual Reference Service, Computerized Circulation Service and Access to courseware

9. 1. Responsive Information Services Responsive information services (also known as passive information services) are provided in response to a request from the users. The request may come from the user in person, over the telephone, through correspondence, or via e-mail. Requests may be for finding general information about the library, its layout, how to become a member, how to use catalogue, or for finding answer to a particular question or getting a particular document from the library. These services can be broadly categorized as follow. Provision of general information Reference service Ready reference service Long range reference service 3) Literature searce 4) Document delivery service 5) Referral services

10. Provision of General Information General information is sought by a user, who visits the library for the first time. Such readers need directional guidance in the use of library such as general layout of the library, where current issues of periodicals are displayed or the location of reference and textbooks section of the library or where is the computer terminal for searching information on OPAC (Online Public Access Catalogue) of the library if there is one, etc. such type of directional guidance is frequently provided by the libraries. Schools, college and university libraries normally offer ‘user orientation’ or ‘ user education ’ programmes for the new entrants. These programmes are organised for new students every year in the beginning of the academic session.

11. Contd., The contents of these programmes cover: objectives of the library and its organisation , collections of the library and its location, catalogue of the library and how to use it, general rules and procedures of the library, lending and borrowing facilities, reference and information services, etc. User initiation programme may be in the form of a lecture by the librarian followed by a tour of the library. Some libraries prepare audio/visual kits for this purpose, other libraries distribute library brochures containing all the information. Whatever may be the format of these programmes , basic objective is the same i.e. to introduce the library and its services to the new user. Reference Service   “Ask Library Anything” (ALA) was the phrase coined by Melvil Dewey to explain the nature of reference service. According to Ranganathan “Reference service is the process of establishing contact between a reader and his documents in a personal way”. Reference service is also considered as a personal service which is provided in response to the request from the users. Requests may be for locating answers to fact finding questions, literature search for solving a research problem or for compiling a bibliography, or for general help. To provide the service the librarian may utilise the resources available in the library as well as available outside the library.

12. Reference Service(Contd ,.1) Basic aim is to make the information available to the user as early as possible. Depending upon the requirement, librarian may give information or the document containing the information. Basic services under this category are ready reference service and long range reference service.

13. Reference Service(Contd ,.2) Ready Reference Servic This service is concerned with providing answers to fact finding questions, such as what, where, who, when, and how type. What is the population of India? Who is the Vice–Chancellor of Delhi University? To provide answers to these what, why, where, who, and when types of questions, standard reference sources like dictionaries, encyclopedias, yearbooks, almanacs, gazetteers etc are consulted and answers provided. The time taken to find answers to these questions is very short, ranging from a few minutes to half an hour or so. That is why this type of reference service is known as “Ready Reference Service or Short Range Reference Service”. Most of the queries received from students in school and college libraries are of ready reference type. However, the percentage of ready reference questions handled by libraries, differ from library to library. In one study it was found that 60 percent of the questions handled by a public library were of ready reference type and the rest, 40 percent, were for the background information on a topic. While in an academic library it was found that 40 to 50 percent of the questions were of ready reference type. Ready reference service is not limited to the users who visit the library personally to ask questions, many libraries offer this service on the telephone, through correspondence, via e-mail, or Internet as well.

14. Reference Service(Contd ,.3) ii . Long Range Reference Service This service is generally provided to a specialist who is seeking information for research work or to solve a particular problem. Information sought may be too specialised in nature, it may be too recent, it may be related to earlier period, or it may be in another language. This type of service is more common in special libraries. The request may come from a professor, a business executive, a professional, or R&D personnel. In long range reference service, information is searched in several sources like printed sources, electronic sources, organizations as well as informal sources. In case information is not available in local library the sources of other libraries are explored and material is borrowed on inter library loan. Since wide range of sources are consulted to provide this service, the time taken is much longer than the ready reference service. Moreover, in ready reference service data or facts are provided, while in long range reference service documents, periodicals or reports containing information are provided. Sometimes information selected from various sources is analyzed, evaluated, synthesized and repackaged to suit the information requirement of the user.

15. Literature Search Literature search is a search for published information on a subject conducted systematically using bibliographic tools for locating as much existing material on a topic as possible. Literature search and compiling a subject bibliography on request is a very important service offered by the library. A subject bibliography is a list of documents on a particular subject. This service helps the user to know about previously published literature on his topic of interest. The list may be comprehensive or selective depending upon the requirement of the user.

16. Documentation Service Documentation is a comprehensive process of creating, managing, and preserving records encapsulating  information , procedures, or events. It systematically records data in various formats, from traditional paper-based documents to contemporary digital files.  Documentation Services in library science can include:- Document Delivery, Translation Services, Copying Services, Current Awareness Services, Preservation of Documents, Design and development of information systems. Documentation services aim to make information more accessible and understandable for readers.

17. Document Delivery Service This service deals with the supply of document(s) to the users on demand, either in original or its copy in print or non-print form, irrespective of its location. A number of libraries and information centers in India offer document delivery service for copies of a journal article, a dissertation, or a report, etc. published anywhere in the world. On receiving the request from their patrons, the library or information centre traces the location of the requested item in India as well as abroad, procure it and deliver it to the user. Some of the University libraries under INFLIBNET and some information centres such as National Institute of Science Communication and Information Resources (NISCAIR) provide the document delivery service.

18. Translation Service This service deals with the translation of contents of a document from one language to another language on demand. Translation service is a specialized service requiring a number of language experts as well as subject experts to carry out the translation. Most of the libraries do not have an in-house facility for translation. But libraries can play active role in meeting users’ demands for translation. They should have information about translation centers, professional associations, government agencies and private agencies providing translation services. Institutions like National Institute for Science Communication and Information Resources, New Delhi (NISCAIR) and some of the other national research institutions have professional translators who carry out the translation from the foreign language into English. Some of the websites also offer free translation services.

19. Referral Service In most of the libraries, the service is offered mainly from resources available in the library. But at times, users require information that is not available in the library but may be available elsewhere with other organizations or some experts. Then users are referred to the sources where the required information is available. The source may be either a document, or an organization or an individual. This service is called referral service. Hence, referral service does not provide users with the documents or information needed by them, but directs them to the sources of information where required information is available.

20. 2. Anticipatory Information Services Anticipatory information services are provided by libraries in anticipation of the needs of the library users. These services are also called active information services. Services such as current awareness services, indexing and abstracting services, SDI services, readers’ advisory services, and educating the users in the use library and its resources most profitably, etc. can be categorized as anticipatory information services.

21. Current Awareness Services Current awareness services are provided by libraries to make library users aware of current development in their respective fields of interest. Libraries also inform the users about the latest publications acquired by them. All such services are called current awareness services. The services and products under this category are : Accession List Title Announcement Service Contents-by-Journal Service • Selective Dissemination of Information • Newspaper Clipping Service

22. CAS ( Contd ,.) a) Accession List: Covers list of latest books acquired by the library. It is brought out by the library fortnightly or monthly. Some libraries regularly display the latest books in the library after accessioning. b) Title Announcement Service: This service covers list of articles of latest journals or other sources of information received by the library. c) Contents-by-Journal Service: In this service, content pages of newly received journals are duplicated and circulated to the users for keeping them abreast of latest articles published in their field of interest. d) Newspaper Clipping Service: In this service, selected newspapers are scanned and news items that are important for the organization are selected, cut and pasted on the plain paper, then arranged under broad subject headings and disseminated to the organization periodically, such as daily or weekly.

23. Condensation Type In this type of service, contents of the documents are condensed or summarized along with bibliographical details of the documents. This enables the user to identify the basic contents of the document quickly and determine its relevance to their interest. At times a well-prepared abstract serves as a substitute for the document. Types of services under this category are:- Abstracting Service Digest Service Abstracting Service An abstracting database prepares a summary of the core content of documents to enable users to determine whether or not they need to read the entire text. An abstract is a shortened version of the original piece. They are often accessible via a subscription and will be on a particular, or selection of subjects. Digest Service A digest service is that provides summaries of information on a particular topic or field. Digests can be in the form of a publication, book or system or they can be prepared on demand by an agency or library.

24. Selective Dissemination of Information (SDI) SDI service is personalized current awareness service. It is directed towards individual or a group of individuals working on the same research project in an organization. In this service recently received sources of information are matched with individual’s area of interest (called User Profile) and only those items are selected which match the individual’s interest.

25. SDI ( Contd ,.) These items are disseminated to the user on regular basis and feedback is obtained. Based on the feedback from the user, User Profile is modified; so that only relevant items are brought to his/her notice. The concept of SDI service was put forth by a computer scientist, H. P. Luhn in 1961. This service is normally a computerized service. The SDI system comprises six components viz . user profile; document database ; matching mechanism; notification; feedback mechanism; and modification of the profiles.

26. Reader’s Advisory Service The basic aim of this service is to motivate the library users to use the library and inculcate good reading habits. This service deals with providing reading guidance to the users. The service helps the readers to select right book for educational and recreational purposes. Such service is usually offered in school and public libraries. . Reader”s Advisory

27. Reader’s Advisory Service (Contd,.1) School children require this type of service very much. As in the school, positive attitude towards the library needs to be developed, so that when children grow up they know the importance of library and its resources for life long learning and personal development. Information Literacy Training Information literacy training has been known by many different names such as library orientation, user assistance, bibliographic instruction, user education, and information skills training. Library orientation is concerned with acquainting new users to the library, such as objectives of the library and its organisation , collection of the library and its location, general rules and procedures of the library and reference and information services of the library. User assistance refers to helping an individual rather than a group. Bibliographic instructions concentrate on mechanics of using particular resources. User education or information skills training connotes an educational activity, which is concerned with motivating the user and developing a skill in the user to find and search information independently for study, research and recreational purposes. Information literacy skills concentrate on cognitive and transferable skills such as problem solving, evaluation, and communication skills.

28. Reader Avisory Service(Contd,.2) Chartered Institute of Library and Information Professionals (United Kingdom), defines information literacy as: “ Information literacy is knowing when and why you need information, where to find it, and how to evaluate, use and communicate it in ethical manner. ” An information literate should have the ability to: Understand the need for information; Identify resources available; • Find information; Evaluate the results; Work with or exploit the results; Communicate and share the findings; Manage the findings.

29. 3. Web-based or Internet-based Services Internet and the World Wide Web (WWW) have introduced new and powerful ways of finding and sharing information. Many people use the terms Internet and WWW interchangeably, but in fact the two terms are not synonymous . The Internet and the Web are two separate but related terms. The Internet is a collection of interlinked computer networks which when accessed from individual computer, gives user the ability to find information located on any computer linked to one of the networks.

30. Web-based or Internet-based Services (Contd,.1) The Internet connects millions of computers together globally, forming a network in which any computer can communicate with any other computer as long as they are connected to the Internet. The information that travels over the Internet does so via a variety of languages called protocols. The WWW or simply the Web is a way of accessing information over the medium of the Internet. The Web uses HTTP (Hyper Text Transfer Protocol) to transmit data. The Web also utilises browsers such as Internet Explorer or Netscape Navigator to access Web documents. HTTTP defines how messages are formatted and transmitted, and what action web servers and browsers should take in response 18 Information Services to various commands.

31. Web-based or Internet-based Services (Contd,.2) The types of services offered are: Library Website: A Web presence is very important for the library to reach its users. With library’s website on the Internet, users can search library sources using OPAC (Online Public Access Catalogue) from anywhere and at anytime. They need not visit or wait for the opening and closing hours of the library. Users can reserve particular publication, make suggestions for purchase of a particular publication, online renew the borrowed books and many more things without visiting the library. Many libraries are offering reference services in an online mode where users can communicate with the librarian as they would do in face-to-face reference context. Many libraries offer online chat facility, provide links to OPAC of other libraries which are useful for their patrons. Libraries are also providing online access to union catalogue of books, conference proceedings, theses and dissertations, etc. of the participating libraries which users can search remotely. Access to Databases: An increasing number of bibliographic, numeric and full-text databases are available on the Internet. Indexing and abstracting databases like Chemical Abstracts, Biological Abstracts, Index Medicus , COMPENDEX, and INSPEC, etc. are all available on the Web with added functionality and features. Depending upon the needs of the users library can provide access to these databases. You will study in detail about these databases and their services in Unit 10 of this course.

32. Web-based or Internet-based Services (Contd,.3) iii) Access to e-Journals: Electronic journals or e-journals are those journals which are prepared and distributed electronically. Several traditional journals are now being published both in print as well as on the Web. Libraries are joining e-journal consortia to provide access to full-text e-journals to their clients. Some of the examples are JCCC@UGC-INFONET Consortium and CSIR e-Journal Consortium. You will study about these consortia in Unit 10 of this course. vi) Computerized Circulation Service In manual circulation service, the circulation section issues books to the readers by using the card system or the register system and maintains borrower’s cards. In a computerized circulation system, there is no need for the library to issue and maintain borrower’s cards or tickets. Every member requires a single card with unique identification number (such as library membership number) to be used by the software to access the member database. The software also controls the multiple borrowing facilities

33. Web-based or Internet-based Services (Contd,.4) v) Virtual Reference Service Many libraries offer reference services in an online mode where the user can communicate with the librarian from a remote location face-to-face as they normally do in traditional reference service. Many libraries provide a list of frequently asked questions (FAQ) and their answers on their website, which users can access anytime and from anywhere using Internet vi) Access to Courseware: There is a wide variety of interactive multimedia courseware resources available on the Internet for learning as well for developing multimedia for teaching purposes. Depending upon the needs of its users, library may provide access to some of these coursewares . Some examples of courseware available on the Internet from India are:- e- Gyankosh : It is a National Digital Repository developed by Indira Gandhi National Open University (IGNOU).The repository supports learning resources in different formats such as self instructional study material, audio/ visual programmes , and archives of radio and television based-live interactive sessions on the Web. The entire course material of different courses offered by the university has been digitised and made available to the students through e- Gyankosh . The repository offers anytime access to its collection to the academic community.

34. Web-based or Internet-based Services (Contd,.5) National Programme on Technology Enhanced Learning (NPTEL): Seven Indian Institutes of Technology (IITs) and Indian Institute of Sciences (IISs) have developed curricula-based video and web courses in different branches of engineering. The objective of NPTEL programme is to enhance the quality of engineering education in the country. In the first phase of the project, supplementary contents for 125 web courses in engineering/science and humanities have been developed. Each course contains materials that can be covered in 40 or more lectures. In addition 135 courses have been developed in video format. Nation Science Digital Library (NSDL): As a part of 10th Five Year Plan Network Project of Council of Scientific and Industrial Research, NSDL is providing free curriculum base contents to the undergraduate students of science in India on the Web. The course contents have been written and vetted by eminent faculty members from different universities and colleges.

35. Libraries have an inherent obligation to provide information services to satisfy the academic, research, and general information needs of users. Therefore the libraries set a goal to offer different information services suitable to information sought by users. In this process they have developed variety of information services. Information services underwent significant changes from the status of ‘personal assistance to reader’ to the present web-based information services. Both traditional and Web based services are important to satisfy user information requirements. Therefore the present information services are blend of conventional and digital services. Conclusion

36. References Drotner , Kirsten (2005). Library innovation for the knowledge society. Scandinavian Public Library Quarterly, vol.38  http://www.splq.info/issues/vol38_2/07.htm  Sharma J.S. and Grover, D.R. Reference service and sources of information. Delhi, Ess Ess Pub., 1987. Arora , Jagdish . “Web 2.0 and Library 2.0 – Innovative Technologies for Building Libraries of Tomorrow with Examples of their Applications at the INFLIBNET Centre”. 7 th Dr. S.R. Ranganathan Memorial Lecture,12 August 2009.Print. Das, Anup Kumar. Open Access to Knowledge and Information: Scholarly Literature and Digital Library Initiatives – The South Asian Scenario. Ed. B.K.Sen and Jocelyne Josiah. New Delhi: UNESCO, 2008. print.

37. St. Clair, Guy (1997). Total Quality Management in Information Services. London: Bowker Saur. Rubin, R.E. (2016). Foundations of library and information science. Neal-Schuman Publishers. Chowdhury , G.G. (2017). Information services and digital literacy. Facet Publishing. American Library Association, (2020). Information Services Policy. Kim, J., & Lee, Y. (2020). Information services quality and user satisfaction. Journal of information science