MAPPING THE DIGITAL REFERENCE SERVICE LANDSCAPE IN BENUE STATE UNIVERSITY LIBRARIES

Background: The digital transformation of academic libraries necessitates the evolution of reference services from traditional, in-person interactions to technology-mediated, asynchronous, and synchronous digital formats. While digital reference services (DRS) are promoted globally for enhancing accessibility and user support, their adoption in Nigerian university libraries remains under-investigated, particularly in specific geopolitical zones. Objective: This study maps the availability of various DRS modalities in university libraries in Benue State, North-Central Nigeria, with specific focus on distinguishing between asynchronous and synchronous service types. Methodology: A descriptive survey research design was employed. The population comprised all nine digital reference librarians across three universities in Benue State (Joseph Sarwuan Tarkaa University, Makurdi; Benue State University, Makurdi; and University of Mkar, Mkar). A census sampling technique was used, and data were collected via a structured 18-item questionnaire. Analysis employed descriptive statistics (frequencies and percentages). Results: Findings revealed a bifurcated landscape. All eleven asynchronous DRS modalities, including email reference (100%), Ask-A-Librarian (100%), Frequently Asked Questions (100%), and online current awareness (100%), were widely available. Conversely, all seven synchronous modalities, including chat-based reference (0%), video conferencing (0%), digital reference robots (0%), and 24/7 reference (0%), were completely unavailable. Conclusion: University libraries in Benue State have adopted foundational, low-barrier asynchronous DRS but have not implemented synchronous services, creating a service gap that limits real-time user support. The Technology Acceptance Model (TAM) explains this pattern as reflecting low perceived ease of use for synchronous technologies given infrastructural constraints. Recommendations: Library management should implement phased synchronous DRS beginning with low-cost chat platforms, invest in stable ICT infrastructure and backup power, and provide staff training in digital reference interview techniques.