Libraries at University of Nebraska-Lincoln
Social Media use: a Catalyst for Service Delivery in Academic Libraries in South-South Nigeria
Date of this Version
The study examined social media use: a catalyst for service delivery in academic libraries in south-south Nigeria. Four objectives and research questions guided the study. Descriptive survey design was adopted for the study. The population of the study (197) comprises of 82 library staff in University of Benin (UNIBEN), Edo State, 90 in University of Uyo (UNIUYO), Akwa Ibom State and 25 in Maritime Academy of Nigeria (MAN), Akwa Ibom State all in South-South Nigeria. No sample was used for the study due to the manageable size of the population. A structured questionnaire titled: “Social Media Use for Service Delivery Questionnaire (SMUSDQ) was developed in line with the research questions. Copies of the questionnaire, which contained four research questions and thirty-five items were distributed to the respondents and collected on the sport while 100 percent return-rate was achieved. Data collected with questionnaire was analysed using frequency tables and simple percentages. The findings of the study indicated that social media platforms used by library staff for services delivery include Whatsapp, Facebook, Telegram, Twitter, also that the services rendered by library staff using social media include current awareness services, display of new arrivals, reference service, posting of library and institution’s events, overdue reminder user education, document delivery service, reservation service. The study further revealed that hindrances to rendering services through social media include poor internet connectivity, erratic power supply, issues of privacy and inadequate feedback from users, technophobia, inability to use social media tools, inadequate awareness of social media tools, poor cooperation among staff and poor finance of the library. Possible solutions to these hindrances as revealed by the study include attending workshops, seminars and conferences, constant power supply, regular internet subscription for the library, personnel training and development and unity among staff. The study concluded that libraries will serve their patrons effectively if they utilise the potentials inherent in social media for their services and will have a fast communication and responses rate from their patrons. The study recommended amongst others that academic libraries should create social media handles like Facebook, Twitter, Instagram, Telegram, Tiktok, blogs and so on and specifically assign a staff to manage it and make it visible to the library patrons. Also the academic library management should advocate for regular Internet subscription and use of alternative power supply like solar powered inverter for the library so that the library can always connect with its patrons at all times.