The national archives of Singapore reference enquiry database

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.