Gallotti, Mônica Marques CarvalhoSantos Filha, Regina Paulina dos2021-05-072021-09-292021-05-072021-09-292021-04-15SANTOS FILHA, Regina Paulina dos. As Instituições Federais de Ensino Superior do Nordeste brasileiro: caracterização dos serviços de referência das bibliotecas. 2021. 68 f. Monografia (Graduação em Biblioteconomia) - Departamento de Ciência da Informação, Centro Social de Ciências Aplicadas, Universidade Federal do Rio Grande do Norte, Natal, RN, 2021.https://repositorio.ufrn.br/handle/123456789/39814This work deals with issues related to Reference Service regarding to Federal Academic Libraries in the Northeast Region of Brazil. Academic libraries are perceived as higher education institutions and are evaluated by the excellence of its library. In order for this to be achieved some objectives are fundamental, such as serving well and with agility, preserving its documents, recovering and disseminating information, promoting and cultural events, all done according to the interests and needs of its users. Thus, the research points out the characteristics of these services, which have their objectives aimed at supporting academic teaching, research and extension. It establishes as a general objective to characterize the Information and Reference Services practiced by university libraries of Federal Higher Education Institutions in the Northeast of Brazil. The specific objectives are divided into three purposes: To carry out a literature review on the reference service, ranging from conventional models to the virtual reference service; map the products and services offered in these academic libraries pointing out the coincidences and divergences in these practices; identify the guidelines and criteria used in this context. To meet the objectives, it characterizes the emergence and historical evolution of universities in the world, indicates the main concepts in this educational context, as well as the policies directed to Higher Education Institutions. It uses as a methodology an exploratory-descriptive research with a qualitative approach, based on a bibliographic survey and documentary collection on the sites, carried out through research in the systems of the in a total of 17 libraries, distributed in 9 Northeast States. Results indicate that all researched libraries have conventional and digital reference services. On the other hand, it is seen that these libraries are in process of adapting to Virtual Reference services. It is necessary to invest in appropriate structure and resources, increase librarian performance and competence that is engaged in expanding virtual products and services for an efficient information mediation user service. In the end, the dedication and commitment of the librarians in Reference Service, in times of the pandemic of the COVID-19, is considered of great value in a crucial moment since the year of 2020 in which the professionals strive to serve academic public virtually, making continuous use of social media and following the established rules and protocol in each educational institution. Finally, future studies are needed to analyze trends in this field is recommended that due to the leading role and rise of reference services in this current context.Serviço de referênciaServiço de Referência VirtualBibliotecas universitáriasUniversidades FederaisRegião Nordeste (Brasil)Reference service.Virtual Reference Service.Academic libraries.Federal UniversitiesNortheast Region (Brazil)bachelorThesis