Abstract
The advent of information communication technology 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. There is a need for libraries to strive to be effective in their services to customers in order to remain relevant in the information age. The paper considered the deployment of soft skills expressed in terms of staff appearance, approachability, effective communication, positive attitude, ability to cope in difficult situation, and so on, for more effective customer services in the 21st century library. The paper concluded that, effective customer service in libraries is imperative in the 21st century library as it will make library users feel important, improves learning, increases patronage, and promotes library and university image. The outcome of this paper will help the management of libraries irrespective of the type to be more effective in the services they render to their clients. This will ultimately increase patronage and clients retention.
Highlights
In the information era, technology has taken over virtually everything, with the library environment being the most affected
The paper considered the deployment of soft skills expressed in terms of staff appearance, approachability, effective communication, positive attitude, ability to cope in difficult situation, and so on, for more effective customer services in the 21st century library
The paper concluded that, effective customer service in libraries is imperative in the 21st century library as it will make library users feel important, improves learning, increases patronage, and promotes library and university image
Summary
Technology has taken over virtually everything, with the library environment being the most affected. The author stressed that ICT with its tremendous information sources, rapid transmission speed and easy access ensures the satisfaction of the user with complex demand has broken down the distance barrier and shortened the time required and ensured the right information to the right reader at the right time It increases and solves the libraries demand of collection development. The change ushered in by ICT has affected the way users seek and use information which makes them to place more demands on libraries. Libraries are established for use and so every effort exerted in their establishment is in vain if there are no customers/users to patronize and utilize their resources. There is need to value library customers and recognize that they have a choice as to whether or not to use library services
Sign-in/Register to view highlights & summary Sign-in/Register to access full text options 
Talk to us
Join us for a 30 min session where you can share your feedback and ask us any queries you have
Schedule a callDisclaimer: All third-party content on this website/platform is and will remain the property of their respective owners and is provided on "as is" basis without any warranties, express or implied. Use of third-party content does not indicate any affiliation, sponsorship with or endorsement by them. Any references to third-party content is to identify the corresponding services and shall be considered fair use under The CopyrightLaw.
