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.