A digital reference desk for the National Library of Iran A prototype based on content analysis of the digital reference desks of the world's national libraries

Purpose - This survey aims to provide an appropriate prototype for the Digital Reference Desk of the National Library of Iran. Design/methodology/approach - Using a content analysis method, 33 digital reference desks of the national libraries around the world which offer their services in English are examined. A checklist was used to gather data based on specialists' points of view. Findings - The findings show that specialists suggested 21 features were important and crucial to be included in the model. Originality/value - The results in the paper reveal that there is a considerable difference between the present situation of the digital reference desks studied and the optimum situation suggested by Iranian specialists.