Users’ Satisfaction, Social Media Engagement, and Service Delivery by Librarians in Nigerian Polytechnics

Abstract

As social media continues to revolutionize the way we interact and access information, librarians must adapt to meet the evolving needs of their users. This paper argues that social media is a crucial tool for librarians to enhance users’ satisfaction and improve service delivery. By engaging with users on social media platforms, librarians can foster a sense of community, provide timely support, and promote library resources and services. The paper explores the benefits of social media engagement for librarians, including increased user satisfaction, improved service delivery, and enhanced professional development. The paper revealed that social media engagement has a positive impact on service delivery because it allows for easier interaction between information seekers and librarians. It further revealed that social media engagement offers an open avenue for librarians to inform library users about new arrivals, library activities and programs. Ultimately, this paper contends that social media is an essential component of modern librarianship, and that librarians must prioritize social media engagement to remain relevant and effective in the digital age. By frequently engaging with users on social media, many of those who have been indifferent to library use could be won.  Moreover, through sharing their expertise and experiences on social media, librarians can position themselves as trusted information professionals, and provide value added services to their users in new and innovative ways.