User Education and Information Literacy Instruction as Determinant of Use and Satisfaction with Library and Information Support Services at National Open University Nigeria (NOUN)

Analysis of the relationship of CRM-based library services with head librarians' personal and academic variables: a survey of university libraries in Pakistan

“…Nwachokor and Okeke (2020) study recommended that academic librarians and management should continuously endeavor to improve the relationship with library users by putting CRM practices in place, evaluating the services already provided and using CRM technologies and strategies to boost efficiency. A study by Adigun and Tella (2021) naked that academic libraries strive to serve users by offering infrastructure services, such as creating a library in a more functional and organized manner so that users can take advantage of the facilities.…”

“…The findings of this report showed that most of the CRM-based library services were in practice in academic libraries in Pakistan. These results were coherent with earlier studies and mentioned that customer service is provided through face-to-face contact (Evenson, 2011); face-to-face interaction, the circulation desk and the reference desk are vital components of academic library services (Masuchika, 2013); majority of libraries offered fundamental services like "help/ask librarians" on their data management webpage via live chat, email (Schultz, 2017); librarians were using ICT resources to provide current, awareness services (CAS) and SDI services, as well as to provide online searching through the library's workstations, an OPAC, keep records of the reference section users and compile bibliographies (Uzoigwe and Eze, 2018); communicating with users and giving LM 44,8/9 information to employees and students receive high responses (Lucky and Arowolo, 2019); infrastructure services, such as creating a library in a more functional and organized manner (Adigun and Tella, 2021); email and web-based services were offered by libraries with asynchronous digital systems (Younus, 2014); many libraries offered specialized research services such as CAS, SDI, and information and research literacy instruction (Ali and Naveed, 2020); academic libraries provide circulation services, article indexing, bibliography compilation, new arrival displays, library references, interlibrary loans, content references, library orientations and library automation (Shoaib et al (2021); libraries provide all the necessary services and facilities to catch/obtain users' retention and satisfaction. By offering the best caliber services, librarians should try to make up for users' unhappiness and arrange CRM-based library services seminars, workshops and conferences for users (Anmol et al, 2021); and in university libraries of Pakistan, majority of communication techniques and methods were in "in use" (Bahader, 2022a, b).…”