Mediação da informação como facilitadora do serviço de referênciaem bibliotecas universitárias

Abstract

We present research results whose objective was to identify that the Information Science literature discusses the information mediation as a facilitator of the university libraries reference service, considering the period from 2008 to 2018. The methodology included a descriptive research, mixed approach, and literature review conducted in the LISA, ISTA and LISTA databases, using the words “Reference Service” and “University Libraries”, selecting as articles of analysis only articles published in journals. From the research carried out in the 33 selected articles, it was concluded that the mediation facilitates or contributes to the practice of the referral service, both in person and digital, enabling the expansion of this service. Through mediation, it is possible to bring professionals closer to users, and thus ensure the use of the collections, thus conditioning the adequacy of the library, as demanded. Thus, it is inferred that mediation is, at the same time, action and reaction, whose main elements of this process are professionals, users and information, being technologies instruments that promote interaction between them.