Internet and the public library in Singapore : a model for planning and providing reference services using Internet resources

Abstract

This paper explores and documents issues and impacts related to the role of the public library in the Internet and some practical strategies for planning and providing reference services using Internet resources. A hierarchical model of information skills will be used as the framework by which librarians can design services to mediate use of networked information sources by their users. The information skills as presented in this paper are: awareness of information services; understanding the information structure of a discipline; analysis of information problems and needs; retrieval of information; evaluation of information; management of information; and contribution to the knowledge store. Studies done on public library Internet connectivity in the USA and the UK are examined in depth in the paper. The strategic planning of the proposed model for the provision of information services using Internet resources in Singapore will follow the pattern in the USA and will proceed from the macroenvironment depicted in Library 2000, in line with the mission, goals, objectives and recommendations of the Library 2000 Review Committee - a concerted government policy to exploit the developing potential of the new telecommunications and computer technologies to develop Internet services in public libraries. As the Library 2000 Review Committee intends to adapt through rapid prototyping, the connectivity and cost models, identified levels of Internet service provision and developments in the USA are studied in great detail. The proposed model for planning and providing reference services using Internet resources will include the following dimensions: access, services provision, cost categories, cost elements, connectivity, reach, range, and governance. Some of the suggestions and recommendations documented in the concluding chapter include the setting up of an Internet users group as well as exploring innovative public-private partnerships. By proceeding with an incremental approach to Internet connectivity and following the guidelines for the evaluation of Internet connectivity and services provision, the public library in Singapore will obtain immediate benefits for planning future enhancements.