Integrating digital reference services into library management: experiences based on Koha

The digital environment and information and communication technologies open tip new ways of providing library services, including the reference service, the principal aim of which is to address users' queries and information needs. Putting the reference service in place in this new environment requires redesigning the policies, procedures and resources applied to it and therefore an analysis of the services and functions of the computing tools available must be undertaken. Integrated library management systems which involve multiple functionalities for delivering services, or which expand the capacity for their delivery, must also respond to the requirements for putting this type of service in place. This article sets out the results obtained in a study carried out on several examples of integrating new reference services into a library, management system (Koha), which not only enables these services to be delivered but also expands the options for using the data for their improvement and development.