The University of Lagos (UNILAG), through its Staff Training and Development Unit (ST&DU), has organised a two-day workshop to strengthen the professional capacity of university library staff in customer service, records management, security awareness, organisational values and the application of digital technologies in library operations.
Held at the Staff Training and Development Unit on Tuesday, October 13, and Wednesday, October 14, 2026, the workshop aligns with the University’s FUTURE-READY agenda, particularly its focus on digital tools, smart research support and workflow automation.
Prioritising Continuous Staff Development
Speaking on behalf of the Vice-Chancellor, Professor Folasade Ogunsola, FAS, OON, the University Librarian, Professor Olatokunbo Okiki, reaffirmed the University’s commitment to continuous professional development as a means of strengthening staff capacity and improving service delivery.
He noted that continuous professional development was essential to equipping library personnel with the competencies required to meet international best practices and respond effectively to the challenges of globalisation and technological advancement.
Professor Okiki commended the Vice-Chancellor for her sustained support for human capacity development and institutional re-engineering, noting that these efforts had contributed to the transformation of the University’s library ecosystem.
He added that advances in artificial intelligence (AI) and evolving expectations in customer service had made continuous staff training imperative to improving service delivery and aligning library operations with users’ needs and institutional priorities.
Customer Service and Interpersonal Skills
A resource person at the workshop and former College Librarian, Yaba College of Technology, Mrs Taiwo Adebowale, highlighted the importance of customer service orientation and interpersonal skills in modern library administration.She explained that effective library services depended on positive relationships between staff and users, warning that unprofessional conduct and poor interpersonal interactions could undermine service quality.
According to her, a positive customer service culture would enhance the University’s image, while emotional intelligence, active listening and a willingness to assist were essential qualities for library personnel.
Mrs Adebowale urged staff to remain attentive, courteous and helpful, cautioning against shouting at users or dismissing their enquiries. She observed that users who encountered hostile attitudes or discouraging language might be reluctant to return to the library.
She stressed that a professional and welcoming customer care culture was essential to protecting the University’s reputation and encouraged staff to demonstrate courtesy and friendliness in their interactions with library users.
Accurate Reporting and Proper Documentation
Speaking on report writing, records management and documentation, Mrs Adebowale described these competencies as indispensable to effective library administration. She urged staff to develop sound writing skills and adhere to established reporting standards that promote accuracy, timeliness, precision and relevance.
The renowned librarian explained that comprehensive reports should address the fundamental questions of what, who, where, when, why and how to ensure that all essential aspects of an event or subject were adequately captured.
According to her, incomplete reports could misrepresent events, compromise the accuracy of information and undermine the purpose of balanced reporting.
She also emphasised the need for meticulous record-keeping and compliance with established documentation procedures to ensure efficient library operations.
Mrs Adebowale noted that proper documentation would strengthen the University Library’s role as a reliable information resource for students and researchers, while preserving institutional knowledge and memory.
Security Awareness in Library Operations
The University of Lagos Security Coordinator and resource person, Mr David Motunrayo Omotosho, underscored the importance of security awareness in library operations.He described the library as indispensable to university life and stressed that safeguarding lives, information and library materials was a shared responsibility.
According to him, all staff members should be able to identify potential threats and report or address them promptly. He emphasised that prevention remained the most effective means of averting disasters and called for adequate protection of the University’s data against external infiltration.
Mr Omotosho highlighted the importance of closed-circuit television (CCTV) systems and fire-safety equipment, including fire extinguishers, in maintaining a secure library environment.He also called for appropriate measures to monitor movement in and out of the library, as well as clear identification of exit signs and emergency routes to ensure that staff and users could respond effectively during emergencies.
He further urged staff to protect library materials, observe safety procedures, switch off potentially hazardous appliances when necessary and remain vigilant in identifying and reporting risks.
Organisational Values, Ethics and Confidentiality
The former Deputy Director of Quality Assurance and SERVICOM at the University of Lagos, Professor Ayodele Omotayo, addressed organisational values, institutional policies and confidentiality in the workplace.
She emphasised the importance of upholding ethical standards, protecting the University’s image and demonstrating professionalism in the discharge of official responsibilities.Professor Omotayo also discussed conflict management, highlighting the need for staff to understand and comply with established disciplinary procedures within the University system.
Health, ICT and Leadership
Other resource persons addressed complementary areas considered essential to effective library administration. These include:
- Dr Afolabi Adebayo of the University of Lagos Medical Centre who spoke on health, safety and stress management,
- Mr Lawal Giyath discussed the application of information and communication technology (ICT) tools and artificial intelligence in library operations and
- Professor Anyaogu Uluocha of the Nigerian Institute of Advanced Legal Studies (NIALS) Library, UNILAG, addressed leadership and management skills.
The sessions exposed participants to practical considerations in professional conduct, workplace safety, technological innovation and effective management, reinforcing the importance of continuous learning in a changing library environment.
Reaffirming Commitment to the FUTURE-READY Agenda
In her concluding remarks, the Director of ST&DU, Mrs Aderonke Asiwaju, reaffirmed the University’s commitment to human capacity development as a key component of the Vice-Chancellor’s FUTURE-READY agenda.
She noted that the Vice-Chancellor’s commitment to staff development had continued to support the professional growth of the University’s workforce.
Mrs Asiwaju added that the benefits of the University’s capacity-building initiatives were reflected in its institutional standing and recognition, including its performance in Times Higher Education reports.
Describing the library as the heartbeat of the University ecosystem, she expressed confidence that the workshop had further strengthened the professional capacity of library staff to deliver effective, responsive and technology-driven services.
Author: Afolabi Akinola
Photographers: Samuel Dosumu & Eniola Onabajo
