The advances in Internet, information and communication technologies have become the catalyst for the creation of the knowledge economy. The knowledge economy has brought about a whole range of opportunities and excitement and the changing roles of information professionals has been a result of these inevitable forces. In this study, we examine the changing roles of paraprofessionals in the knowledge economy and how that has impacted on traditional library services in the Singapore National Reference Library. The study assessed the competencies of paraprofessionals in their new role of providing reference services and meeting the changing needs of the library users. It also examined paraprofessional’s perceptions of the information service and factors affecting their roles and competency. The study showed that for paraprofessionals to be able to deliver quality reference service, a continuous training in areas such as the use of electronic sources, reference interview and search skills is needed as well as a change of mindset to re-instill the customer service commitment among these para-professionals.
Get full access to this article
View all access options for this article.
References
1.
[1] V. Sreenivasulu , Computer and information literacy: challenges for the modern information professional at the advent of the XXI century , Online and CD-ROM Review22 (1998) 395-397 .
2.
[2] P. Barker , The role of the information professional in the ‘knowledge economy’ , The Electronic Library16 (1998) 373-376 .
3.
[3] B. Cronin , Information professionals in the digital age . International Information and Library Review30 (1998) 37-50 .
4.
[4] P.A. Brakel , The role of the information professional in the ‘knowledge economy’ , The Electronic Library16 (1998) 373-374 .
5.
[5] P. Nieuwenhuysen , The role of the information professional in the ‘knowledge economy’ , The Electronic Library, 16 (1998) 376 .
6.
[6] Outsell survey reflects future for information professionals , Information Outlook3 (10) (1999) 16 .
7.
[7] C. Steele , The role of the information professional in the ‘knowledge economy’ , The Electronic Library16 (1998) 377 .
8.
[8] J. Klobas , The role of the information professional in the ‘knowledge economy’ , The Electronic Library16 (1998) 375 .
9.
[9] D. Smythe , Facing the future: preparing new information professionals , The Information Management JournalApril (1999) 44-48 .
10.
[10] L.C. Howarth , The role of paraprofessional in technical services in libraries , Library Trends46 (1998) 526-539 .
11.
[11] F. Davidson-Arnott and D. Kay , Library technician programs: skills-oriented paraprofessional education . Library Trends46 (1998) 540-563 .
12.
[12] P. Johnson , Managing changing roles: professional and paraprofessional staff in libraries , Journal of Library Administration22 (1996) 79-99 .
13.
[13] M.D. Genz , Working the reference desk , Library Trends46 (1998) 505-525 .
14.
[14] L.R. Oberg , Library support staff in an age of change: ultilization, role definition, and status. ERIC Digest (1995). Available at: www.lib.rochester.edu/ssp/articles/agechnge.htm (access date: 18 August 2000).
15.
[15] B.S. Woodard and S.J. Van Der Laan , Training preprofessionals for reference service . The Reference Librarian16 (1986) 233-254 .
16.
[16] G. Jahoda and F. Bonney , The use of paraprofessionals in public libraries for answering reference questions , Research Quarterly29 (1990) 328-331 .
17.
[17] T. Rodgers , Paraprofessionals at the reference desk: a trend of the 1980s, a paradigm from the nineteenth century. In: The Library Paraprofessionals: Notes From the Underground ( McFarland, North Carolina , 1997), pp. 162-171.
18.
[18] N. Huling , Paraprofessionals at the reference desk: not ‘whether’ but ‘how’. A review of ‘Paraprofessionals on the reference desk: should they be allowed?’, Washington Association of Library Employees, 17 May 1996. A session at the Washington Library Association Conference: Chautauqua ‘96 , Washington Library Journal (1996). Available at: www.lib.rochester.edu/ssp/articles/parasref.htm (access date: 26 August 2000).
19.
[19] R.C. Hamre and S. Lessick , Reference desk partnering: a success story , Library Mosaics (November/December 1998). Available at: www.lib.rochester.edu/ssp/articles/refdesk.htm (access date: 31 January 2001).
20.
[20] R.A. Fraley , Today is the same yet different , The Reference Librarian16 (1986) 1-3 .
21.
[21] R. Cullen , Training and Technology: Meeting Training Needs for Reference Work in the Age of the Digital Library ( Victoria University of Wellington , 1998). Available at: wwwlib.pku.edu.cn/98conf/paper/f/RowenaCullen.htm (access date: 6 July 2000).
22.
[22] E.M. Brown , The role of reference librarians: today and tomorrow , Education Libraries Journal41 (1998) 35 .
23.
[23] S.J. Lamprecht , Online searching and the patron: some communication challenges , The Reference Librarian16 (1986) 177-184 .
24.
[24] RASD Ad Hoc Committee , Guidelines for Behavioral Performance of Reference and Information Services Professionals ( American Library Association , 1996). Available at: www.ala.org/rusa/behavior (access date: 6 July 2000).
