Librarians Use of Interpersonal Communication Skills for Effective Reference Services in Academic Libraries in Southwest Nigeria

Abstract

The study examined interpersonal communication skills as a catalyst for effective reference in service in academic libraries in southwest Nigeria. The use of verbal and non-verbal behaviour in reference interactions was investigated. A survey research design was adopted for the study using a total enumeration technique. The questionnaire was drawn on One hundred and sixty-five Librarians (respondents) covering states and Federal University libraries, out of which One hundred and thirty-three (133) questionnaires were returned and analyzed. The rate of return was 80.6%. Four research questions were developed and tested using Simple percentage, mean and standard deviation. The study found that the indiscriminate use of non-verbal cues in reference interaction posesa serious challenge to the success of reference service. The study also confirmed that inadequate acknowledgement of users is a bane to effective reference service. The study also found that eye contact, facial expression, body movement and use of hand to gesticulate during reference interaction extremely influence the effectiveness of reference service. Eye contact was highest among other forms of non-verbal cues, with a mean of 2.95. The study recommended that reference librarians must be approachable to encourage users seeking assistance; Librarians should be mindful of how they use verbal and non-verbal behaviour in communicating with users. The study concluded that the management of libraries should expose librarians to periodic training to improve their interpersonal communication skills.