INFORMACIJSKO-REFERALNA USLUGA PITAJTE KNJIŽNIČARE: KOMPARATIVNA ANALIZA INFORMACIJSKIH UPITA 2004. - 2008. I 2018. - 2022. GODINE.

Objective. The aim of this paper is to gain insight into changes in information needs and habits of users of the online reference service Ask the Librarians provided by Croatian public libraries since 2004. Methodology. Based on the research of Jagoda Ille and Helena Novak and the analysis of user information queries in the fi rst four years of service implementation from 2004 to 2008, an analysis of posted information inquiries was conducted from 2018 to 2022. By using the same methodology and time frame, the aim was to enable a comparative analysis of the obtained data regarding users' level of education, the number and type of information inquiries (divided into four categories: requests for direction, quick or factual information, bibliographic information and other inquiries), user satisfaction and the number of librarians involved in the service. Results. The research results for the period from 2018 to 2022 indicated a higher number of posted inquiries, a change in the educational structure of users and a change in the type of inquiries compared to the fi rst four years of service implementation from 2004 to 2008, as well as a constant increase in the number of librarians involved in the online reference service Ask the Librarians. Originality/Value. The value of the research lies in detecting changes in information inquiries and new information needs of users of the Croatian public libraries' online reference service Ask the Librarians, available to users since 2004. [ABSTRACT FROM AUTHOR]