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Assessment of Reengineered Library Services and Spaces for Improved User Experience in Universities in Kenya
(Journal of Arts & Humanities, 2019-04) Musangi, Penninah S.; Odero, Damaris; Kwanya, Tom
Innovation and transformation have been synonymous with the library environment, as they strive to rethink the services they offer amidst the changing information landscape. This paper assesses the reengineered library services and spaces in universities. The paper demonstrates how university libraries in Kenya have reengineered their services and spaces variably in order to cope with the changes in the information landscape and for improved user experience. However, despite the strides made by libraries in responding to the changes in information landscape, there is reported mixed user experience on the reengineered services and spaces. A multiple case study approach of six purposively selected private and public university libraries in Kenya based on Webometric ranking as an indicator of reengineering was used. Data was collected through face-to-face interviews with 30 librarians and 25 focus groups of students. The study established that university libraries have reengineered their services to respond to the changes and nurture a competitive advantage, but users still associate libraries with the traditional services. Additionally, reengineering has not had an effect on the satisfaction levels and usage of the library. The authors conclude that reengineering library services and spaces in universities has not improved user experience. The study recommends continuous reviews of the reengineered services for improvements or redesign; involvement of library users in the redesign of the services, and promotion of the reengineered services.
Information Commons: A Service Model for Academic Libraries in Kenya
(Digital Technologies for Information and Knowledge Management, 2019-05) Musangi, Penninah; Odero, Damaris; Kwanya, Tom
The changing information landscape in today’s library environment has compelled libraries to shift from the conventional library service models to new service models. One of the new service models is Information Commons which is being embraced to satisfy the changing needs and demands by the current generation for technology-oriented services and products. This chapter explores the concept of Information Commons, describes its features and assesses the extent to which academic libraries in Kenya have transformed their physical spaces to Information Commons. This study on which this chapter is based was exploratory and adopted a mixed-methods research design. Data was collected from 30 librarians in six universities using face-to-face interviews and observation. 73% of librarians are familiar with the concept of Information Commons; no university has established an Information Commons; and various aspects of the Information Commons model exist but in fragmented form. Information Commons model is a promising and tenable solution to the challenge of academic libraries offering relevant services and facilities. This study offers insights in the design and composition of an Information Commons in academic libraries. Information Commons is still a novel idea to libraries in Kenya and therefore the results of this study adds to the general knowledge on this model and contextualises its implementation to academic libraries in Kenya.