An Assessment of Reference Online Services (ROSE): Basis for Program Enhancement

Just like other libraries in the Philippines that cater virtual reference services, especially in this time of pandemic, the University Libraries has its own struggles and challenges in the implementation of Reference Online Services (ROSE). It is a fact that it is a new library service; thus, there are some trial-and-error struggles among the library staff in attending to Reference Online Services. Thus, this paper has been conceptualized to assess the Reference Online Services to mainly enhance its library services. The general objective of the study is to enhance the Reference Online Services (ROSE). Specifically, it aims to know the demographic profile of the respondents; the level of awareness of the respondents, the level of satisfaction of the respondents, problems encountered in availing Reference Online Services, and the respondents’ suggested additional library online services. The study employed quantitative research. It also used random sampling in choosing its respondents. The study showed that the respondents were extremely aware of the Reference Online Services. It also revealed that the respondents were very satisfied in terms of the library personnel handling ROSE, with the ROSE online application format used and the online library services offered under ROSE by the University Libraries. In addition, the study revealed that the main challenge and problem encountered by the respondents in availing the Reference Online Services was weak internet connectivity.