Libraries at University of Nebraska-Lincoln


Date of this Version

Fall 4-4-2021

Document Type



This article explores the challenges encountered by academic library staff regarding the handling or processing of online requests from library clients. The researcher outlined the challenges identified by the respondents and provided suitable recommendations. This study employed a quantitative approach that enabled the researcher to generalise the findings. Data was intended to be collected from 39 library staff, but 27 responded. The questionnaire that comprised of closed and open-ended questions was used as an instrument of data collection. The findings revealed that most of the academic libraries had challenges with information technology tools that are used to process online requests as they are mostly offline. However, the respondents indicated many challenges that they encounter, and expect that the library management take appropriate action to enhance service delivery most especially in the area of information needs of the library clients.