The Role of Social Media in Delivering Reference Services in Public Libraries

This study explores the transformative role of social media in delivering reference services in public libraries in Nigeria. Amid evolving digital practices, libraries have increasingly leveraged platforms such as Facebook, Twitter, and WhatsApp to provide real‑time, interactive reference support. Employing a qualitative research design, semi‑structured interviews were conducted with librarians and patrons from six public libraries across Nigeria’s geopolitical zones. Thematic analysis revealed three central themes: the evolution from traditional, face‑to‑face and email‑based services to dynamic, multi‑channel digital models; improved service efficiency and extended operating hours contrasted with challenges in digital literacy and equitable access; and effective strategies including continuous professional development, integrated communication systems, and proactive outreach initiatives. Librarians reported significantly reduced response times and enhanced user engagement, while patrons appreciated the immediacy of digital responses yet noted difficulties navigating complex interfaces. These findings corroborate existing literature on digital transformation in library services and underscore the need for robust training and resource investments to bridge the digital divide. The study offers practical recommendations for optimizing social media strategies in public libraries, ensuring that enhanced reference services are accessible, efficient, and responsive to diverse user needs in the post‑pandemic era.