Expanding the frontiers of customer relation services in academic libraries in Nigeria: A review and conceptual model

Abstract

Recent information explosion has become a threat to the effective use of academic libraries. Modern technologies have now been proven to be a faster means of communication and access to information products and services offered in academic libraries. Customer relation which is a strategic approach of meeting customer information needs, marketing of products and services and receiving feedback should be explored in all possible
methods. It is in the perception of the authors that the use of a dedicated call centre for direct contact, e-mailing services, use of RSS feeds, interactive and dynamic website for advert of library stock, database management, archiving, library news update and remote access through OPAC, integrated social media for efficient communication and the inclusive services of the academic library reference, circulation and front desk which is a medium for face-to-face interaction will build customer's loyalty,  enhance the use and performance of the academic library. A conceptual framework was set-up, literature reviewed and a few deductions on the state of customer services and use of academic libraries were made. Recommendations were also put forward along with their practical/social implications.

Keywords: Expansion, Frontiers, Customer Relations service, Academic Libraries