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Keywords
Archives, Reference services, Information retrieval, Worldwide web, Singapore
Abstract
The National Archives of Singapore offers reference services to members of the public on questions related to Singapore's history and heritage. However, with only two reference officers stationed at the reference helpdesk at any one time, users may often have to queue to await servicing while the officers are busy attending to queries, telephone calls or retrieving physical documents. The Reference Enquiry Database was thus conceived to provide Web-based access to ready reference information on frequently asked subjects by members of the public, thereby reducing waiting times for users, easing the workload of reference officers and allowing them more time to attend to more complex information needs. This paper provides the background and rationale for the system as well as discusses design and implementation issues.
Introduction
The National Archives of Singapore (NAS) is a Singapore government organization that is tasked with the permanent preservation of the country's records which are of historical importance and significance (Siam, 2001). Established in 1968, it is responsible for acquiring, collecting, preserving, managing, and disseminating information about the country's history, culture, arts, and heritage.
The NAS identifies, selects, and acquires records of historical interest from local and overseas individuals and organizations. Intrinsically valuable records are preserved and conserved in their original form in environmentally controlled repositories. Today, the heritage scene in Singapore has become vibrant and much effort has been expended to promote awareness of the country's history and heritage. Publications, exhibitions, and CD-ROMs are some of the media adopted to disseminate information.
The NAS has also developed a one-stop Web site called Archives and Artifacts Online Singapore (National Archives of Singapore, 2002) to enable users to browse and search for historical photographs, documents, government speeches, private records, maps and building plans. Users can view videos and listen to the voices of people who have lived through the past. Other activities such as workshops, seminars, open houses, and tours are conducted to attract audiences both young and old.
In addition, the NAS offers reference services to students, researchers and the general public through an archives reference room that serves as a library of research resources. Within the archives reference room, NAS reference officers are stationed at...