Avaliação de serviços de informação digitais em bibliotecas universitárias: um estudo de caso na Biblioteca Central Zila Mamede da Universidade Federal do Rio Grande do Norte

Abstract

The research aims to propose guidelines that promote the improvement of quality of BCZM's digital information services and meeting the users’ needs effectively and efficiently, considering the opinion of the librarians responsible for the sectors related to these services, and the academic community of UFRN. Based on the understanding that the process of evaluating informational services is an essential step for a successful Information Management in University Libraries, in order to follow the changes naturally imposed by social, cultural, technological contexts, etc., it becomes important that libraries carry out periodic evaluation of their information services with their users and managers, in order to understand the effectiveness and efficiency of the services offered, as well as to know the demand for new services that may be offered. For this, it is also necessary to consider aspects such as the informational behavior of the users of these libraries and to identify their real needs and demands. The study was based on the premise that the lack of a policy and guidelines for periodic evaluation of digital information services offered by BCZM, on various platforms, may contribute to the fact that current information services are underutilized, or do not fully meet the needs of users. This work is based on the concepts and aspects of evaluation of university library services in order to, based on the contributions of the Informational Behavior and Information Asset Audit studies, using the Carvalho method (2010), favor the improvement and / or implementation BCZM / UFRN digital information services. It is a research of an applied nature, of a descriptive and exploratory character, with a research approach to case study and survey strategies. With a quanti-qualitative approach, the research used a semistructured questionnaire and speeches through the Focus Group as instruments for data collection. Data analysis used the data triangulation technique. At the end, recommendations considered opportune were proposed, an action plan summarizing these recommendations for each service assessed, in addition to the proposal to maintain a permanent assessment policy.