Downloads & Resources
The next in the series of the Tekena Tamuno Library Seminar was presented by Dr. (Mrs.) P. O. Adeniran titled Effective Customer Service in the Twenty-First Century Library.
There is no gain saying that technology has taken over virtually everything, with the world of information being the most affected. As a result, libraries now have several competitors (Internet and websites providers, e-journals, online vendors, archives and documentation centres and others) some of which being even more sophisticated than libraries. With the increase and widespread patronage of the library’s competitors in recent years, the academic library collection of research materials is increasingly being threatened as potential library users become more reliant on the Internet. The advent of ICT in the information environment has brought dramatic changes in the way information is being handled and managed today. This wind of change engineered by ICT has also changed the information seeking behavior of users making them to place more demands on libraries.
To ameliorate the current situation, there is need for libraries to adopt series of modifications and flexibility in their functions and services to meet the information needs of the 21st century information seekers. There is need for library workers apart from equipping themselves with ICT skills, to think of how best they can deploy soft skills to effectively serve the library customers. The paper which considered the deployment of soft skills expressed in terms of staff appearance, approachability, effective communication, positive attitude and the ability to cope in difficult situation, for more effective customer service in libraries concluded that, effective customer service in libraries will make library customers feel valued, advance patrons’ education and learning, decrease library anxiety, increase user retention, improve patrons’ opinions of the library, boost the library’s values and as well enhance the library and the university reputation.
Mrs. Adeniran, Pauline who recently bagged her doctoral degree in Library and Information Science at Babcock University is currently the Reference Services Librarian, Tekena Tamuno Library, Redeemer’s University, Ede.