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The purpose of this study was to investigate the gap between library users' expected and perceived library services and to examine the role of library services in developing user satisfaction and loyalty. A quantitative research design using a questionnaire was used to investigate the research objectives. Undergraduate students were selected as the population from the Information Technology University. The questionnaire was adopted from previous literature. It was pilot tested with 50 undergraduate students and found reliable. Data was collected from 304 respondents and were analyzed using SPSS (v.20) software. The study found that library users expected a high level of service in three categories, i.e., Affect of Service, Information Control, and Library as a Place, as all mean scores were higher than 7 when rated against a scale from 1 to 9. The participants reported that they were likely to consult the library and recommend it to others. The structural equation model confirmed that better services will increase users' satisfaction with the library resources and services and will lead to winning users' loyalty. The findings from the study provided useful insight into the determinants of user satisfaction and loyalty and could be useful for other academic libraries seeking ways to increase user loyalty and user satisfaction with library resources and services. [ABSTRACT FROM AUTHOR]

This study examined the influence of information-seeking behavior on library services used by the disabled in Federal universities in South-west, Nigeria. Survey research design was adopted for the study. The population comprises 302 disabled students in Federal universities in South-west, Nigeria. Total enumeration technique was used. A questionnaire was used for data collection. The instrument was tested for reliability, yielding Cronbach's alpha coefficients ranging from 0.74 to 0.75. Descriptive and Inferential Statistics were used to analyze the data. The findings revealed that advisory, carrel and consultancy services were the most available services. The most used services were user education services and consultancy services. The respondents' information-seeking behavior mostly involves seeking information on health and retrieving information from the e-library. The study concluded that information-seeking behavior influenced the use of library services of disabled students. The study recommended that library management must provide more resources on healthrelated subjects, especially in electronic form. Finally, the management should improve their current awareness services tailored to the needs of disabled students and library staff should be trained on how to serve every library user irrespective of their challenges. [ABSTRACT FROM AUTHOR]

User services are often seen as the public-facing work of a library. Yet, all aspects of a library are to provide service to users, including the back-of-the-house work of technical services or collections departments. When done with a user focus this behind-the-scenes work, while often imperceptible, should be considered a public service. Doing so allows back-of-the-house library staff to view their work more holistically and enables deeper collaboration across teams. By creating a service model where all aspects of the library serve the user, libraries can provide a strong user experience. [ABSTRACT FROM AUTHOR]

A research project was undertaken by a university library system to develop a sustainable user experience strategy. A task force was convened to conduct a pilot project with members from both libraries in the system to assess staffing responsibilities, guidelines, processes, and data-gathering procedures. The team tested an electronic resources list common to both libraries. In describing the methods employed by the task force in their research, this article outlines the benefits and drawbacks of staffing configurations to initiate user experience practices in an academic library setting. [ABSTRACT FROM PUBLISHER]

In fall 2019 the Access Services and User Engagement librarians at the Woodbury University Library undertook to identify campus library marginal and nonusers among faculty and students. We administered an online survey and conducted follow-up, one-on-one interviews in an effort to understand: (1) Why some Woodbury community members visit the library and/or use its physical and/or digital resources infrequently or not at all; (2) Whether and how these marginal and nonusers secure the resources necessary to teach or learn successfully at Woodbury; (3) Whether and how these marginal and nonusers acquire the research competencies necessary to teach or learn successfully. We additionally utilized data from past responses to the library's annual user survey in order to define and contrast marginal and nonuse with regular library use. Investigations into the behaviors of library marginal and nonusers are rare and have generally focused on how libraries might better market their collections, services, and spaces. We expanded our focus to include identification of services and resources available to University community members outside of the library with a view toward understanding what other entities might be better suited to provide and, thus, how we in the library might re-formulate our unique value proposition. [ABSTRACT FROM AUTHOR]

The COVID-19 pandemic, which hit academic libraries in the United States during the spring semester of 2020, forced librarians and staff to redouble their efforts to reach out to users in light of newly enforced safety measures such as building closures, quarantine periods, enforced social distancing, etc. This article describes three services—one adapted, one newly developed, and one a collaboration across several units on campus—to allow users to continue receiving the assistance and the materials they needed despite the obstacles inherent to the pandemic. Unexpectedly, these changes also helped streamline processes in a post-pandemic academic library environment. [ABSTRACT FROM AUTHOR]

A multiple methods study was conducted over three academic terms during the 2015 fiscal year at Santa Clara University Library to assess the impact and value of overnight library hours. A survey was conducted after midnight during times the Library was open 24 hours, five days a week (24/5), the last two weeks of the quarter. The survey was further informed by patron counts conducted hourly by library floor and type of activity. Survey questions were based on Sowell and Nutefall's study (2014); activity counts used categories similar to Johnson and McCallister's overnight study (2015). This SCU research queried service needs in overnight hours, finding, as others studies have, that late-night users are primarily seeking a quiet space with comfortable amenities conducive to concentrated study. This conclusion was supported by patron count data that documented user activity between midnight and 7 a.m. showing patrons overwhelmingly working on personal laptops (53%) or library PCs (14%). Over 90% of respondents strongly agreed (66%) or agreed (27%) with the statement that “having the ability to use the Learning Commons/Library during the overnight hours (midnight-7 a.m.) has made a positive difference for me academically.” [ABSTRACT FROM AUTHOR]

The University of Denver's Penrose Library saw a substantial increase in use as a result of several new and enhanced services over a six-year period. In turn, longer operating hours and increased staffing for a 24-hours-a-day, five-days-a-week (24 × 5) operating schedule was funded. This case study analyzes student need for longer library hours and the key factors used to justify additional staffing and enhanced hours of operation. [ABSTRACT FROM PUBLISHER]

The authors discuss the rapid growth in the use of smart devices and the resultant need for libraries to meet patrons where they are, via quick response code. Suggestions for use include marketing of library services, strengthening bibliographic instruction, supplementing reader's advisory services, and enhancing online public access catalog records. [ABSTRACT FROM PUBLISHER]

Too frequently, and often too late, academic librarians learn of patron experiences involving problem patrons, misdemeanor criminal activity, or poorly secured areas. Regrettably, these experiences can irrevocably diminish perceptions of access to the vibrant learning spaces and services offered by our institutions. This article assesses the current state of security personnel staffing and patron security issues at 25 public, four-year universities in two southeastern states. [ABSTRACT FROM PUBLISHER]

Abstract: This study is an attempt to evaluate the effectiveness of electronic resources and services in Pakistani university libraries on the basis of users'' satisfaction. A survey method was employed to conduct the research. Using convenience sampling, eight university libraries; four each from Islamabad and Lahore including two from the public sector and two from the private sector having IT applications, were included in the users survey. The total population (i.e., 40,236) of library users was very large; therefore, a reasonable, manageable and convenient sample of 800 library users, including 100 users each from the eight libraries was selected. A semi structured questionnaire was designed to collect data, while a five-point Likert Scale from 1 (Dissatisfied) to 5 (Extremely satisfied) was used to measure the satisfaction level of the respondent. The study concluded that Pakistani university libraries are offering effective electronic resources and services to their users. [Copyright &y& Elsevier]

Is there a future for the library cataloger? For the past thirty years this debate has increased with the continued growth of online resources and greater access to the World Wide Web. Many are concerned that library administrators believe budgetary resources would be better spent on other matters, leaving library users with an overabundance of electronic information to muddle through on their own. This article focuses on the future of the cataloging profession and its importance to the needs of library patrons. [ABSTRACT FROM AUTHOR]

Texas A&M University Libraries has been hard at work putting the power of course reserves in the hands of its users. Reserves services have traditionally been restrictive, granting only faculty the authority to place items on reserve or allowing students access to items only after they have been checked out. From faculty adding streaming content to their e-reserves to students having hands-on access to their course reserves, this article tells the story of how an academic library system is allowing its patrons to 'do-it-themselves.' [ABSTRACT FROM AUTHOR]

Service to pro se patrons continues to be one of the core issues facing law librarians. The current downturn in the economy makes this issue more critical than ever. This article provides one way to better meet the needs of this growing class of law library patrons. [ABSTRACT FROM AUTHOR]

Special-subject libraries can be particularly intimidating for casual and seasoned patrons alike. Music libraries, with their variety of materials, formats, and vocabularies, can present particular challenges for the user. With this proposal for a model of service delivery, as well as many tips gained through experience working the front-of-house in a large academic music library, music library Public Services staff can significantly enrich the patron experience, which, in turn, will pay tangible dividends and enhance the stature of the music library on campus. [ABSTRACT FROM AUTHOR]

Binghamton University Libraries implemented an IM reference service using the Trillian client to monitor multiple IM accounts at two distinct reference service points. This paper addresses the process and practical considerations of implementing the service including selection of the appropriate software, creation of IM accounts for each service, development of a staffing schedule, and training of reference staff. Also included is an outline of future plans for improving IM services for students and academic library users. [ABSTRACT FROM AUTHOR]

This paper presents a study of Web Crawler activities based upon Web access logs from the Web site of an academic library. It further compares crawler behavior with that of regular human visitors. The results provide practical insights and foster a culture of evidence-based practice for better managing network-based resources and maintaining a reliable IT infrastructure. [ABSTRACT FROM AUTHOR]

Relais international Inc. would like to take this opportunity to introduce our latest product, Relais ILL. Instructional technology stands out amongst the array of Products we have to offer as this product has been designed with the smaller library and interlibrary loan department in mind. Relais interlibrary loan combines the sophistication and automation of Relais Enterprise with ease of installation and implementation. Relais interlibrary loan is ideal for a wide range of libraries that are looking to streamline and automate their interlibrary loan operations. For a cost-effective and integrated solution to your request management needs, use Relais ILL. Use Relais ILL: to automatically search a range of catalogs via Z39.50 and use the results to automatically build a routing list, requests are sent out automatically, as ISO interlibrary loan transactions to libraries in the order you specify, stay in touch with patrons using predefined messages or create your own message on the fly. The task of delivering documents between sites has always been a staff intensive undertaking for libraries clue to physical distance, searching for locations for the requested document. availability of the requested document, as well as many other potential obstacles. Relais International Inc. is striving to overcome these barriers by offering swift and efficient Document Delivery and Interlibrary Loan. Relais ILL's features include high levels of automation, tracking of requests, patron communication, and a plethora of possibilities to help simplify the interlibrary loan process. [ABSTRACT FROM AUTHOR]

The article reviews the essay entitled "Setting Up a Fee-Based Information Service in an Academic Library," by Claudette Cloutier and published in the issue (July 2005): 332-8 of "Journal of Academic Librarianship," 31. Included is information about the University of Calgary Library, which, based on local demand, established a fee-based information service for non-student patrons. The process for such an implementation is outlined, including establishing a need, developing a proposal and pricing model, implementing the service, and assessing costs of operation.