User Satisfaction and Challenges in Automated Library Research Support Services

Access to relevant information has changed in the last few decades due to the advent of Information and Communication Technology (ICT), especially in the context of learning and research using library facilities. The modern learning approach has drastically shifted from the old techniques to a more contemporary method, such as computerizing library activities. Typical library activities involve acquisition, serial control, cataloguing and circulation, which were conducted using manual techniques in the early days of library development. However, in recent times, automation of library services has gained incredible recognition across the world and thereby making things easier for students, teachers and researchers. Currently, many libraries across the world that have yet to embrace automation technologies are considered backwards in their operational services to their users. This study examines library users’ satisfaction in the context of automation support services in Nigerian polytechnics. Some key elements and requirements for the implementation of library automation services in the learning environment that can lead to user satisfaction are covered. The study found that the different library users among the lecturers and students are highly dissatisfied with the kind of library services rendered to them by their institutions. The high level of dissatisfaction was deeply rooted in the poor nature of services or the absence of automation facilities in their institutions. In consequence, some recommendations were made for the stakeholders to invest in the development of automation facilities to encourage the use of the resources to improve the quality of services for user satisfaction.