The impact of the millennials generation on university library service provision.

This study investigated the expectations of Millennials in relation to academic library service provision, and compared these with the skills and competencies of subject librarians, to identify gaps in service delivery and present strategies by which these gaps could be addressed. The research took place at a time when the role, and perceived benefit, of libraries and information professionals were under scrutiny during a climate of budget cuts and in view of increased university tuition fees. Four UK universities participated in a study using qualitative and quantitative methods. A web-based survey of Millennials, based on the LibQUAL + measurement instrument, identified generational characteristics and service expectations from 410 respondents. On line focus groups with 13 Millennials were used to explore trends and issues identified from the survey data. Finally, 53 subject librarians at the same four institutions took part in a web-based survey to identify their skills, competencies, roles and responsibilities and these were compared with student expectations. Findings illustrated that the sample of Millennials were 'wired' to the networked world, that technology forms an integral part of their study technique, and that it has shaped their outlook, behaviour and expectations. The role of the subject librarian has evolved and subject librarians are increasingly required to provide learner support - often in virtual or electronic environments. They have acquired the skills to do so primarily through experiential, on-the-job, development. Three models were developed to illustrate a spiral of heightening and widening student expectations driven by technology use; an emergent paradigm of education that has been shaped by technology; and the skillsets required by next-generation blended librarians positioned to provide effective learner support to Millennials.