Abstract:
This study investigated the use of WhatsApp as the platform for providing services at Mzuzu University Library in Malawi. The researchers conducted in-depth semi-structured interviews with five librarians that were either working or had worked at the reference desk for a period of not less than six months. Furthermore, the researchers did a content analysis of WhatsApp posts from the two tablet computers deployed at the reference desk. Qualitative data were analysed thematically, while the quantitative data were analysed using scientific calculators. Findings revealed that WhatsApp has successfully been used to provide a number of user and reference services to students and staff. Notwithstanding this, a number of technical, human resource and service-related factors were discovered to be affecting the delivery of services and hence need to be addressed. It is therefore recommended that library management should take steps to address these challenges to ensure efficient and effective service delivery. WhatsApp is one of the most popular social media applications that is deployed by many people including organisations at minimal cost in many countries. This makes it an ideal platform for offering information services to library clients on campus and remote places around the clock. Consequently, this could lead to increased usage of resources and services resulting in greater satisfaction among users. Studies focusing on the use of WhatsApp for academic purposes in Malawi abound in the literature. However, this is the first study focusing on the use of WhatsApp for providing library reference services to be undertaken not only at Mzuzu University Library but the entire academic library sector in Malawi.
