Management model for improvements in reference
services in university libraries.
Name: ADRIANA TRASPADINI CAETANO
Publication date: 24/10/2025
Examining board:
Name |
Role |
|---|---|
| LOURENÇO COSTA | Examinador Interno |
| SABRINE LINO PINTO | Examinador Externo |
| THALMO DE PAIVA COELHO JUNIOR | Presidente |
Summary: University libraries play a central role in supporting teaching, research, and outreach
activities, with reference services standing out as a key component in facilitating
access to and guidance on the use of information. However, many of these institutions
still face challenges in modernizing such services, due to the predominance of
traditional practices, the absence of structured planning, or limitations in human and
technological resources. This scenario may compromise service quality and user
satisfaction, raising the research problem: what actions can be proposed to promote
the adoption of practices in reference services in Brazilian university libraries? The
main objective was to present actions that encourage the implementation of practices
in reference services within Brazilian university libraries. Regarding methods and
procedures, the study adopted a qualitative, applied, and descriptive approach through
a comparative analysis. Data collection was carried out by means of documentary
analysis of institutional websites and the application of on-line questionnaires to
librarians, allowing for the mapping of practices and the identification of barriers to the
adoption of innovations. The triangulation of data made it possible to identify both
consolidated and emerging actions. The results indicated a transitional scenario in
which traditional practices coexisted with emerging innovations. Barriers were
identified in relation to financial constraints, staff shortages, and the absence of formal
mechanisms to assess user satisfaction. As a practical contribution, the study
proposed a three-stage managerial model—diagnosis and planning, implementation,
and evaluation/continuous improvement—articulated through a roadmap that defined
actions, timelines, responsibilities, and indicators. This proposal sought to align
tradition and innovation, strengthen governance, and institutionalize evaluation,
thereby contributing to more effective and modern reference services.
