An evaluation study of staff-user interaction in academic libraries

Abstract

Background: Effective communication between librarians and library users is sort of central to service quality in academic libraries, even so the whole interaction between staff and patrons-especially those with disabilities-is still not really studied enough, mostly, from the users point of view. Objective: The aim was to see how much interaction happens between librarians and university library users, but specifically how users themselves perceive it, and also to spot where the communication breaks down in ways that then affect service delivery. Method: A mixed approach was used, qualitative plus quantitative, and the research followed a concurrent triangulation strategy, so it could catch both the descriptive side and the measurable dimensions of librarian–patron interaction. For analysis, the SERVQUAL model was used as a reference point, with attention on the gaps between the “intended” service communication and what actually occurs. Result: The findings suggest that communication troubles often come from external, structural factors more than from individual staff competence alone. One major gap was the difference between what service providers meant to communicate, and what patrons really get, which matches the SERVQUAL communication gap. Users with hearing, visual, and other impairments reportedly faced different kinds of barriers when trying to interact with library staff. This points to a more particular unmet service need. In the end, the study concludes that library staff frequently do not receive targeted preparation for engaging with patrons who have sensory or other impairments. Conclusion: To close the spotted communication gap, library administrators should give priority to more structured staff training programs, about disability- inclusive communication, especially during interactions with patrons who have hearing, visual, or other impairments. This kind of training should focus on giving practical know how for effective and respectful engagement with these user groups. If these interventions are placed inside a service-quality framework, like SERVQUAL, libraries can better untangle the differences between what was planned and what is actually delivered in communication. In the end this should lift the user perceived quality of librarian–patron interaction.