User Expectations and Innovative Strategies for Improved Patronage in University Libraries in Nigeria

Abstract

Users of university libraries in this modern age demand quick and alternative means of accessing current information resources for teaching, learning and research. University libraries need to re-strategise their policies and apply innovative strategies for improved patronage.  This study aimed to identify user’s expectations, which when applied will improve library patronage. The  descriptive survey research was adopted for the research using the instruments of  questionnaire and structured . Two hundred and twenty practising librarians across twelve university libraries in Nigeria constituted the population. The responses of 201 librarians (89%) were received and used for analysis. Results show that availing Open Access database (89.5%),  creating user awareness of available Open Access Resources (87.8%)  and acquisition of e-resources for multiple and concurrent access (85.5%)  were highly  rated as the current  expectations of users. Digitisation of the bibliographic tools (85.7%); provision of wireless access and plug-in points for laptops (85.2%) were ways of applying user centered strategies. Provision of Internet facility (89.5%),  storage of library resource content on local servers (85.5%) and incorporating selective dissemination of information (85.0%) were the accepted market-oriented approaches for readers’ retention. Expanding computer laboratories in libraries (90.7%), and granting users free, unlimited Internet access in libraries (90.7%), were technology-based strategies. Providing these highly rated needs of library users are innovative strategies capable of satisfying library patrons. This agrees with Keller’s principle that a highly satisfied customer generally stays loyal longer. The paper concludes that libraries should remain relevant. It recommends collaboration with peer information systems and obtaining licence from reputable databases.

Keywords: University libraries, Resource provision; Library patronage; User satisfaction;  Information digitisation