IMPACT OF LIBRARIANS’ SOCIAL SKILLS ON USER ENGAGEMENT AND SATISFACTION

Abstract

Academic libraries are evolving from traditional information centers to dynamic spaces that emphasize user engagement and satisfaction. This study investigated the impact of librarians’ social skills on user engagement and satisfaction at the Imo State University (IMSU) Library, Owerri. The research is grounded in the understanding that librarians’ interpersonal competencies such as empathy, active listening, professionalism, and effective communication which play a crucial role in shaping user experiences. The study, adopted descriptive survey design. Data were collected through structured questionnaire administered to the population of 47 librarians and para-professionals using a census sampling method. The instrument’s reliability was established using Cronbach’s Alpha, which yielded a coefficient of 0.87, indicating high internal consistency. Data were analyzed using descriptive statistics, with frequency and mean scores interpreted against the benchmark of ≥ 3.5 for high/positive responses and <3.5 for low/negative responses. Findings revealed that IMSU librarians possess commendable social skills, with mean scores of 4.2 for friendliness, 4.0 for clarity in communication, 4.1 for empathy, and 4.3 for approachability, positively impacting users’ engagement with library resources and services. However, respondents indicated the need for enhanced listening (mean = 3.2), conflict resolution (mean = 3.1), and emotional intelligence training (mean = 3.0) to better manage difficult user interactions. The study concludes that librarians’ social skills significantly influence both user engagement and satisfaction. and recommends that the management of IMSU Library should organize regular training workshops focused on social skills such as interpersonal communication, empathy, emotional intelligence, and conflict resolution for library staff for the improvement of their social skills, library and Information Science Programs in Nigerian universities should embed social skills development as part of their core training modules to prepare future librarians for user-centered service delivery among others.