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Purpose: The aim of this study is to analyze the complaints made on the sikayetvar.com portal about libraries and library services in Turkey from different aspects, taking into account the complaint mechanism, which is becoming more important every day in determining customer perception in almost all sectors. Method: Content analysis, one of the qualitative research methods, was used in the study. The data of the study were collected through the sikayetvar.com portal. In this context, 1,256 entries with the expression "library" on the portal between June 2017 and May 2022 were examined. As a result of the preliminary evaluation, 493 entries that were determined to be suitable for the research scope were included. Data analysis was done with the MAXQDA qualitative research program. Findings: As a result of the data analysis, it was determined that most of the complaints were made to the municipal libraries. The complaints were then categorized under the headings of "others", "university library", "public library", "school library" and "national library." Complaints are classified under the title of each library type, with sub-themes under the main themes created as personnel, services, management, physical conditions, and external factors. Implications: While the intensity of the complaints about the libraries reveals some negativities towards the services more clearly, it also points to the existence of the user group who have expectations from the library management, who are interested and demand improvement in services. As a result of the research, it was determined that most of the complaints were about the attitudes and behaviors of the library staff (%16). The complaint texts also reveal the conclusion that users turn to the online platform because they could not get any results because of the complaints they made directly to the relevant institution before filing a complaint online. In addition, a limited number of new service requests and the feedback of institutions in the form of information and response to complaints were determined in the research. Originality: There are various studies on user satisfaction in the literature. The most basic feature that makes this research different from previous studies is that all the complaints examined are based on real events experienced by library users and conveyed by their own words, and complaints made in the online environment, which is becoming more effective and a priority in the complaint mechanism day by day. [ABSTRACT FROM AUTHOR]

University libraries are the institutions that have responsibilities in meeting the information needs of the user groups they serve. As is in other library types, the user records created in university libraries can consist of personal data that can identify the individuals and these data can be linked with individuals' information-seeking behaviors. At this point, the protection of personal data in university libraries from unauthorized access and use is a necessity for these libraries. This study aims to describe the practices carried out in university libraries related to the protection of personal data. According to determined aim, practices about the management of personal data in 15 university libraries in Ankara are analyzed by interviews conducted with library directors. The results have revealed that the personal data recorded in the libraries shows the variety and the user consent for personal data collection and processing is not obtained in almost half of the analyzed libraries. In conclusion, it is detected that there are deficiencies in analyzed universities in terms of collecting, recording, classifying, keeping, and storing personal data, and obtaining consent from the users for collecting and processing their personal data. [ABSTRACT FROM AUTHOR]