Modelo gerencial para melhorias em serviços de referência em bibliotecas universitárias
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Data
2025-10-24
Autores
Caetano, Adriana Traspadini
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Editor
Universidade Federal do Espírito Santo
Resumo
University libraries play a central role in supporting teaching, research, and outreach activities, with reference services standing out as a key component in facilitating access to and guidance on the use of information. However, many of these institutions still face challenges in modernizing such services, due to the predominance of traditional practices, the absence of structured planning, or limitations in human and technological resources. This scenario may compromise service quality and user satisfaction, raising the research problem: what actions can be proposed to promote the adoption of practices in reference services in Brazilian university libraries? The main objective was to present actions that encourage the implementation of practices in reference services within Brazilian university libraries. Regarding methods and procedures, the study adopted a qualitative, applied, and descriptive approach through a comparative analysis. Data collection was carried out by means of documentary analysis of institutional websites and the application of on-line questionnaires to librarians, allowing for the mapping of practices and the identification of barriers to the adoption of innovations. The triangulation of data made it possible to identify both consolidated and emerging actions. The results indicated a transitional scenario in which traditional practices coexisted with emerging innovations. Barriers were identified in relation to financial constraints, staff shortages, and the absence of formal mechanisms to assess user satisfaction. As a practical contribution, the study proposed a three-stage managerial model—diagnosis and planning, implementation, and evaluation/continuous improvement—articulated through a roadmap that defined actions, timelines, responsibilities, and indicators. This proposal sought to align tradition and innovation, strengthen governance, and institutionalize evaluation, thereby contributing to more effective and modern reference services.
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Palavras-chave
Biblioteca universitária , Serviço de referência , Atendimento ao usuário