Open AccessDeveloping ICT Competencies: New Skill Sets for Excellent Customer Service in Academic Libraries
Author(s) -
Amy Pascalia Abra Asimah,
Intan Osman
Publication year - 2021
Publication title -
asian research journal of arts and social sciences
Language(s) - English
Resource type - Journals
ISSN - 2456-4761
DOI - 10.9734/arjass/2021/v15i430262
Subject(s) - information and communications technology , service (business) , academic library , newspaper , customer service , perception , business , medical education , public relations , knowledge management , psychology , marketing , computer science , world wide web , political science , library science , advertising , medicine , neuroscience
This study seeks to examine the perception of academic librarians on the acquisition of ICT skills and customer service competencies in order to meet the diverse and increasingly complex information needs of library users in the digital environment. The study adopts the qualitative approach to research by using content analysis of job advertisements and semi-structured interviews with purposively selected academic librarians. Fifty (50) job advertisements published in newspapers and online portals from 2010-2019 were collected and studied. Ten (10) academic librarians were selected from five (5) academic libraries in Ghana to identify existing skill sets and customer service competencies within academic libraries. The findings of the study showed that ICT skills and competencies are an integral requirement for job placement within academic libraries. However, there is more to be done on the use of ICT skills to deliver excellent customer service online. The findings of the study would be useful for librarians, managers of tertiary institutions and policy makers who seek to address the issue of staff competency, skill sets and training for improved service delivery within academic libraries.