Serviço de referência na perspectiva do usuário: um estudo na Biblioteca Padre Joaquim Colaço Dourado – IESP.

Abstract

The present study aims to analyze the reference services offered by the Padre Joaquim Colaço Dourado library of the Higher Education Institute of Paraíba (IESP ), from the perspective of the user. The theoretical reference was based on the following themes: reference service in university library and study of the user. The history and characteristics of the IESP library complemented the foundation of information needed to understand the research. All this trajectory is justified by the importance of the library in being the environment of information and knowledge that a person needs to supply his informational needs. The referral service is an essential basis in the process of interaction between users and professionals. It comprises a set of actions and services developed to assist users in the search, retrieval and use of information. To achieve success in the informational cycle, it is necessary to investigate through the user's study the profile, needs and ways in which the available information can be disseminated. The applied methodology was of descriptive character with adopted approach of the type quali-quatitativa. As a data collection instrument, a questionnaire was used, with mixed questions, that evaluated the knowledge and use of referral services in the library, and the level of user satisfaction regarding the services offered by the library. The research universe is composed of 50 (fifty) users who attended the library at the time of the research and were willing to answer the questionnaire. Based on the data collected, it was possible to trace users 'profiles and needs, knowledge of sources and referral services, as well as verify users' satisfaction with the services offered by the library, and could hus propose guidelines for improving services and create others to meet users' informational needs. We conclude that the IESP library plays its role as a source of information dissemination, under the perception of its users.