Telegram as a New Virtual Reference Services: Analysis of the Content of the Questions Raised through the Telegram Application in Virtual Reference Services of the National Library of Iran

Using new applications for reference services in national library of Iran, and Studying the subject scope of the questions are the research goals. The research community has all the questions raised through telegram application in the two-year period (September 2016 - September 2018), which contains 2719 questions. The most and the least questions are related to special research with 38.76% and research with 11.25%. The most relevant thematic approach is the research and special research questions based on the field of study of the humanities group with 67.35% and the lowest of the medical sciences group with 1.39%. Questions about the membership office (26.41%) and library facilities for specific people and the offer to buy books (both with 0.76%) are the most and the least needed and sought after by users. Based on research findings, it seems that telegram application can now be one of the most efficient and fastest tools for asking reference questions. The use of librarians with subject-specific expertise is also necessary to answer user’s questions.