Security

The library should be a place that provides users with the comfort of safety and security and this not only refers to the physical safety of the users.

In the case of this library, the entrances are well secured with card only access gates and security guard. The users personal information will always be kept confidential, like in the case of surveys that are sent out to gauge customer satisfaction.

Responsiveness

The responsiveness of library staff refer to how willing they are to provide the service when needed.

As mentioned previously the responsiveness of certain faculty librarians are not up to the standard expected when we talk about good customer service. The management of the library have to reassess the way in which customer service is managed. Staff need to be made aware of the importance of customer services.

With the negative there are also positives, there are significant strides made in promoting the training opportunities available to users. 

Communication

Communication refers to the efforts made to ensure that users are aware of what is happening within the library and ensuring that the opinions of the users are heard.

It is clearly evident when walking through the library that there are massive efforts made with regards to putting up notices that are visually enticing and ensure that the users are well informed. There are sufficient guidelines and guidebooks on the library website that can be used by users to navigate through the various services offered by the library.

I do, however believe that more could be done to promote the services of the library within the library itself and not only online. There do not seem to be sufficient pamphlets and brochures that are available to users.

The use of flyers and brochures can go a long way in the marketing and promotion of the library. These types of marketing materials will help demonstrate the relevance of the library in the lives of users.

Access

I have noticed that the access to the library is very good. By access, we refer to the idea that services are easily are accessible and are conveniently placed.

The convenience factor of the library are represented by access to services like "Ask a librarian"  where users are able to contact the librarians via message forums to pose certain questions and have queries addressed.

The library catalogue is available online and there are instructions explaining how things work.  There are ample opportunities for training that are well advertised and that are tailored to the needs of the user.

Competence

The competency of staff are vital in ensuring good customer service. Users need to feel as if the staff of the library are able to give them the best possible service and are able to guide them to achieve the best possible results.

Upon my observations of interactions with users and staff it became apparent that the users seemed to be weary of the training of staff. This may be due to a misconception of what the library offers or what the library is all about. Alternatively it could be that the staff are viewed as unapproachable and unwilling to assist which leads to the perception that staff are not on the level of competency it should be. 

Staff may come across of unmotivated and unenthused. The library and information services should consider retrain staff and continuously finding ways to engage and motivate staff. The library management should consider implementing a pliable organisational structure to ensure that it is compliant with the ever evolving information services landscape.

Tangibles

This refers to the physical space within the library.

Although the library has made significant strides in creating modern, functional spaces for users. The spaces are visually enticing and provide up to date electronic equipment for use. 

I did observe that although the spaces were up to date and available for use, they did limit the opportunity for collaboration and discussion. This refers to the fact that often times students could not discuss assignments or study work without being told to quiet down. The library requires more enclosed discussion rooms which promotes the library as an environment for discussion and collaboration can take place freely.

The spaces also appeared to be quiet strict in computer usage in that students assistants often have to walk around to check up on what students are doing on their computers. This does not make the space comfortable or allow students to conduct searches freely.

I think the library should look at effectively maintaining a balance between the rules that are set out and promoting the space for what it has been intended for.

Courtesy

After spending a few days observing user interaction with staff in the library, certain issues and incidences came to light.

After conducting some internet searches, I have discovered that there are ten fundamental dimensions that can be used to determine the quality of the library services and practices. 

The one being discussed today is courtesy. Courtesy refers to the politeness, friendliness and helpfulness displayed by the library staff across all the sections and environments within the library.

During my observations it became evident that certain sections within library, namely the librarians assigned to each faculty, seemed to be unapproachable to students. The library has two student interns that sit on each floor of the library that act as a first point of reference to students. It seemed that much of the enquiries and issues encountered by the users (students) were transferred to the students assistants.

The student assistants are well trained to assist users with enquiries, but it seems that they bear the brunt of most of these enquiries. In the past few days, I have observed how students assistants seem to struggle to assist users and almost seem weary to refer the users to a faculty librarian for further assistance. The student assistants are trained to deal with these enquiries and are advised not to refer students to faculty librarians until it is absolutely necessary. It almost appears as if a large responsibility has been transferred to the student assistants.

Some of the faculty librarians come across as unapproachable and almost unwilling to help. The focus of customer service and friendliness seems lost and unimportant. I have observed students who were hesitant to approach the faculty librarian. One could see their steps falter and the hesitant looks upon their faces. 

I observed one faculty librarian be very abrupt and almost irritated by the questions posed by the users. 

I think the best way to counteract the negative image of the faculty librarians is to highlight the importance of a positive service culture within the library. Management should make a concerted effort to ensure that staff are aware of the importance of the level of service they provide.