Mediação da informação e serviço de referência virtual na Biblioteca Central da Universidade Federal de Sergipe: construção de protótipo e manual a partir do design thinking

• Ano de defesa: 2020
• Autor(a) principal: Leal, Larissa Valeska do Nascimento
• Orientador(a): Nunes, Martha Suzana Cabral
• Tipo de documento: Dissertação
• Tipo de acesso: Acesso aberto
• Idioma: por
• Programa de Pós-Graduação: Pós-Graduação em Ciência da Informação
• Palavras-chave em Português: Mediação da informação; Serviço de referência virtual; Biblioteca Central da UFS (BICEN); Biblioteca universitária
• Palavras-chave em Inglês: Design thinking; Mediation of information; University library
• Área do conhecimento CNPq: CIENCIAS SOCIAIS APLICADAS::CIENCIA DA INFORMACAO
• Link de acesso: https://ri.ufs.br/jspui/handle/riufs/14070

This research addresses the mediation of information in the virtual reference service in university libraries. It is based on the principle that the mediation of explicit information is carried out in this service and for which the librarian of reference has the primary role of supplying the informational needs of the users with the final objective of generating the appropriation of the information of the university community. The problem raised in this research is: how can BICEN develop the mediation of information with users, through the creation of a virtual reference service? Based on this, the main objective is to analyze the mediation of information in the virtual reference service in university libraries in order to propose the implementation of this service in the UFS Central Library. Specific objectives were established: to understand information mediation as a process inherent to the reference service; to characterize the Library System of the Federal University of Sergipe (SIBI/UFS) based on IFLA and ALA criteria; to relate the needs of DIALE - UFS for the creation of the virtual reference service; to elaborate a prototype of the BICEN/UFS Virtual Reference Service, as a model for SIBIUFS, from the design thinking; to elaborate a manual for the implementation of a virtual reference service in university libraries. This is a professional master's research characterized as descriptive, with a case study method, of qualitative approach, which used the focal group technique for data collection through the online focal interview, using Bardin's content analysis for the analysis of the results according to the objectives outlined. At the end, the possibilities of articulation between the results were analyzed in order to propose, as a product of the following research, a prototype for the Virtual Reference Service for BICEN and consequently for the other SIBIUFS libraries, the structuring of the action plan for the implementation of this modality of the reference service in the university library based on IFLA and ALA criteria and the elaboration of the manual for the implementation of the virtual reference service in university libraries containing IFLA and ALA guidelines for this service. Finally, the reference service is considered the primary and essential service for promoting information mediation with library users through the actions that this service develops and executes, in order to provide the generation, use and sharing of information and knowledge at the university.