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.