Assessment of Reengineered Library Services and Spaces for Improved User Experience in Universities in Kenya
Keywords:Information landscape, library transformations, Kenya, re-engineered services, University libraries, user experience
AbstractInnovation and transformation have been synonymous with the library environment, as they strive to rethink the services they offer amidst the changing information landscape. This paper assesses the reengineered library services and spaces in universities. The paper demonstrates how university libraries in Kenya have re-engineered their services and spaces variably in order to cope with the changes in the information landscape and for improved user experience.A multiple case study approach of six purposively selected private and public university libraries in Kenya based on Webometric ranking as an indicator of reengineering was used. Data was collected through face-to-face interviews with 30 librarians and 25 focus groups of students. The qualitative data collected was analyzed through content analysis.The findings show that university libraries have re-engineered their services to respond to the changes and nurture a competitive advantage, but users still associate libraries with traditional services. It also revealed that reengineering has not had an effect on the satisfaction levels and usage of the library. The authors conclude that reengineering library services and spaces in universities has not improved user experience. The study recommends continuous reviews of the re-engineered services for improvements or redesign; involvement of library users in the redesign of the services, and promotion of the re-engineered services.This study has practical implications in assessing the re-engineering of library services and spaces by providing useful insights for future reengineering initiatives.
Aharony, N. (2009). An exploratory analysis of librarians’ blogs: Their development, nature and changes. Aslib Journal of Information Management, 61(6), 587–604. https://doi.org/10.1108/00012530911005535
Bhimani, N. (2015). Why teach information literacy in an academic library? Retrieved December 4, 2018, from https://archive.cilip.org.uk/blog/why-teach-information-literacy-academic-library
Blumenthal, J. (2017). How we transformed our library into a lively space for learning - NEJM Library Hub. Retrieved November 27, 2018, from http://libraryhub.nejm.org/article-hub/2017/07/transformed-library-lively-space-learning/
Cohen, L. B. (2007). Library 2.0 initiatives in academic libraries. Chicago, IL: Association of College and Research Libraries.
Connell, R. S. (2008). Academic libraries, Facebook and MySpace, and student outreach: A survey of student opinion. Portal: Libraries and the Academy, 9(1), 25–36. https://doi.org/10.1353/pla.0.0036
Dowd, N. (2013). Social media: Libraries are posting, but is anyone listening? Retrieved from http://lj.libraryjournal.com/2013/05/marketing/social-media-libraries-are-posting-but-is-anyone-listening/#_
EIFL. (2014). Open access in Kenya, Tanzania and Uganda. Retrieved June 21, 2018, from http://www.eifl.net/eifl-in-action/open-access-kenya-tanzania-and-uganda
Epperson, A., & Leffler, J. J. (2009). Social software programs: Student preferences of librarian use. New Library World, 110(7/8), 366–372. https://doi.org/10.1108/03074800910975188
Freeman, G. T. (2005). The Library as place: Changes in learning patterns, collections, technology, and use. Retrieved December 4, 2018, from https://www.clir.org/pubs/reports/pub129/freeman/
Fujita, M., Harrigan, P., & Soutar, G. N. (2018). Capturing and co-creating student experiences in social media: A social identity theory perspective. Journal of Marketing Theory and Practice, 26(1–2), 55–71. https://doi.org/10.1080/10696679.2017.1389245
Gunter, L., & Snyder, C. (2010). Reference and information services redesign at the libraries of The Claremont Colleges. Retrieved on November 15, 2018 from https://www.clir.org/pubs/reports/pub139/claremont/
Hurst, S. (2013). New library world. New Library World Reference Services Review, 114(2), 398–407. Retrieved from https://doi.org/10.1108/NLW-04-2013-0032
Johnson, R., & Gutiérrez, A. (2010). Reinventing the business model of the newspaper industry: Electronic business models and the newspaper industry The Wall Street Journal as case study. Blekinge Institute of Technology. Retrieved from http://www.diva-portal.org/smash/get/diva2:832292/fulltext01.pdf
Joint, N. (2011). If Google makes you stupid, what should librarians do about it? Library Review, 60(4), 269–278. Retrieved from https://doi.org/10.1108/00242531111127839310
Konata, L. L. (2009). Reinventing libraries for the next generation of library users. Georgia Library Quarterly, 46(4).
Koutropoulos, A. (2014). Library Portal 2.0: The social research management system. Current Issues in Emerging ELearning, 1(1). Retrieved from http://scholarworks.umb.edu/ciee/vol1/iss1/7
Kuh, G. D., & Gonyea, R. M. (2003). The role of the academic library in promoting student engagement in learning. College & Research Libraries, 64(4), 256–282. https://doi.org/10.5860/crl.64.4.256
Kwanya, T., Christine, S., & Underwood, P. (2012). The application of Web 2 . 0 tools by libraries in Kenya : A reality check. Paper presented at SCECSAL XXth Conference Laico Regency Hotel, Nairobi, Kenya. Retrieved November 21, 2018 from www.ibrarian.net/.../The_Application_Of_Web_2_0_Tools_By_Libraries_In_.pdf?
Lihitkar, S. R., & Yadav, M. (2010). A study of university libraries weblogs: Online tool for information sharing and dissemination. SRELS Journal of Information Management, 45(1), 17–36. Retrieved from http://www.informaticsjournals.com/index.php/srels/article/view/5388
Linh, C. N. (2008). A survey of the application of Web 2.0 in Australian university libraries. Library Hi Tech, 26(4), 630–653. https://doi.org/10.1108/07378830810920950
Lukanic, B. (2014). 4 ways academic libraries are adapting for the future. Retrieved September 25, 2018, from https://www.fastcompany.com/3036939/4-ways-academic-libraries-are-adapting-for-the-future
Makori, E. O. (2009). Reinventing academic libraries in Kenya. Library Hi Tech News, 26(5/6), 10–13. https://doi.org/10.1108/07419050910985264
Martin, P. (2009). Societal transformation and reference services in the academic library: Theoretical foundations for re-envisioning reference. Library Philosophy and Practice. Retrieved February 12, 2019 from www.digitalcommons.unl.edu/cgi/viewcontent.cgi?article=1265&contextlibphilprac
Musangi, P. S. (2014). Library 2 . 0 and the Changing Landscape of Information Services in academic libraries. International Journal of Library and Information Science, 7(10), 183–187. Retrieved from doi: 10.5897/IJLIS2014.0492%0D
Mutua, J. W. (2010). The influence of business process re-engineering on customer satisfaction in Kenya Power and Lighting Company Limited. University of Nairobi. Retrieved from http://erepository.uonbi.ac.ke:8080/bitstream/handle/11295/5567/Mutua_Business Process Re-engineering .pdf?sequence=1
Mutwiri, C. (2014). Challenges facing academic staff in adopting open access outlets for dissemianting research findings in selected universities in Kenya. Kenyatta University, Kenya.
Nnadozie, C. O. (2013). Alternative funding models for Nigerian academic libraries. Library Philiosphy and Practice, Paper 904.
Nyamache, T., Munyao, V., Songok, P., Nyambura, R., & Nyamboga, M. (2015). User needs and expectations in the 21st Century among private universities in Kenya: A case of Mount Kenya University. Retrieved from https://www.mku.ac.ke/research/images/publications/User Needs & Expectations in the 21st century.pdf
OCLC (2010). Perceptions of libraries, 2010: Context and community. Retrieved October 22, 2018, from https://www.oclc.org/en/reports/2010perceptions.html
Popescu, E. (2016). Investigating students’ blogging activity in project-based learning settings. In Y. Li, M. Chang, M. Kravcik, E. Popescu, R. Huang, & N. Chen (Eds.), State-of-the-Art and Future Directions of Smart Learning (pp. 145–155). Singapore. https://doi.org/10.1007/978-981-287-868-7_17
Rettig, J. (2011). The future of reference service and resources in the academic library. Retrieved April 17, 2018 from http://faculty.jscc.edu/scohen/rettiginterview.html
Saunders, M., Lewis, P., & Thornhill, A. (2007). Research methods for business students. (5th ed.). New Delhi: Pearson.
Seyram, A. D. (2016). Impact of business process reengineering on customer satisfaction in the banking industry in Ghana. A case study of student customers. Kwame Nkruma University of Science and Technology. Retrieved from http://ir.knust.edu.gh/bitstream/123456789/10260/1/Final compilation.pdf
Shafawi, S., & Hassan, B. (2018). User engagement with social media, implication on the library usage: A case of selected public and academic libraries in Malaysia. Library Philosophy and Practice (e-Journal). Retrieved from https://digitalcommons.unl.edu/libphilprac/1820
Shoniwa, P., & Hall, H. (2017). Library 2.0 and UK academic libraries: Drivers and impacts. New Review of Information Networking, 13(2), 69–79. https://doi.org/10.1080/13614570801899975
Si, L., Shi, R., & Chen, B. (2011). An investigation and analysis of the application of Web 2.0 in Chinese university libraries. The Electronic Library, 29(5), 651–668. https://doi.org/10.1108/02640471111177080
Stoffle, C. J., Leeder, K., & Gabrielle, S.-C. (2008). Bridging the gap: Wherever you are, the library. Journal of Library Administration, 48(1), 3–30. https://doi.org/10.1080/01930820802028948
Suman, S. (2017). Internet Wi-Fi and state-of-the-art facilities to revive public libraries in India Culture, New Delhi. Retrieved December 4, 2017, from http://www.theweekendleader.com/Culture/2588/space-for-learning.html
Sutton, W. (2017). Gallot envisions a state-of-the-art library for GSU students, faculty. Retrieved December 4, 2017, from https://www.thenewsstar.com/story/news/education/2017/03/07/gallot-envisions-state---art-library-gsu-students-faculty/98851360/
Swan, A., & Chan, L. (2012). Open access scholarly information sourcebook. Retrieved December 4, 2017, from https://www.fosteropenscience.eu/content/open-access-scholarly-information-sourcebook
Tawfeeq, N. (2015). Lacunae existing in licensing and pricing models of electronic resource. International Journal of Library and Information Science. https://doi.org/10.5897/IJLIS2015.0563
Tbaishat, D. (2010). Using business process modelling to examine academic library activities for periodicals. Library Management, 31(7), 480–493. https://doi.org/10.1108/01435121011071184
Tee, E. L. (2007). Serving the millennial generation: Management challenges for the modern academic library. Retrieved May 19, 2018 from https://core.ac.uk/download/pdf/14330233.pdf
Walton, G., & Cleland, J. (2014). Becoming an independent learner. In J. Secker & E. Coonan (Eds.), Rethinking information literacy: A practical framework for support learning (pp. 13–26). London: Facet Publishing.
Wang, C., Ke, H., & Lu, W. (2012). Design and performance evaluation of mobile web services in libraries. The Electronic Library, 30(1), 33–50. https://doi.org/10.1108/02640471211204051
Wasike, J. (2013). Social media ethical issues: Role of a librarian. Library Hi Tech, 30(1), 8–16.
Wei, Q., & Yang, Y. (2017). WeChat Library: A new mode of mobile library service. The Electronic Library, 35(1), 198–208. https://doi.org/10.1108/EL-12-2015-0248
Wenborn, C. (2018). How technology is changing the future of libraries. Retrieved December 4, 2018, from https://hub.wiley.com/community/exchanges/discover/blog/2018/04/10/how-technology-is-changing-the-future-of-libraries
Wynne, B., Dixon, S., Donohue, N., & Rowlands, I. (2016). Changing the library brand: A case study. New Review of Academic Librarianship, 22(2–3), 337–349. https://doi.org/10.1080/13614533.2016.1156000
Yang, S. Q., & Dalal, H. A. (2015). Delivering virtual reference services on the Web: An investigation into the current practice by academic libraries. The Journal of Academic Librarianship, 41(1), 68–86. https://doi.org/10.1016/j.acalib.2014.10.003
Zickuhr, K., & Purcell, K. (2013). Library services in the digital age Patrons embrace new technologies-and would welcome more. But many still want printed books to hold their central place. Washington, D.C. Retrieved from http://libraries.pewinternet.org/2013/01/22/Library-services/
Authors who publish with this journal agree to the following terms:
- Authors retain copyright and grant the journal right of first publication with the work simultaneously licensed under a Creative Commons Attribution License that allows others to share the work with an acknowledgement of the work's authorship and initial publication in this journal.
- Authors are able to enter into separate, additional contractual arrangements for the non-exclusive distribution of the journal's published version of the work (e.g., post it to an institutional repository or publish it in a book), with an acknowledgement of its initial publication in this journal.
- Authors are permitted and encouraged to post their work online (e.g., in institutional repositories or on their website) prior to and during the submission process, as it can lead to productive exchanges, as well as earlier and greater citation of published work (See The Effect of Open Access).