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The purpose of this paper is to provide an analysis of the customer care practices at the University of Nairobi, Jomo Kenyatta Memorial Library (JKML), Kenya.

A descriptive research design was used. Simple random sampling technique was used to derive at an appropriate sample from the target population. A structured questionnaire and face-to-face interview was used to collect both quantitative and qualitative data. A total of 384 questionnaires were distributed to students and library staff. Face-to-face interview was conducted among five section heads. Data were analyzed using Microsoft Excel and presented in tabulated summaries and figures.

JKML had not only put in place customer care practices but had also provided reliable services with notable professionalism among staff. Users were satisfied with the attention and information resources provided. Challenges encountered related to inadequate ICT infrastructure, lack of a written policy, lack of customer care skills among library staff and lack of managerial support. The study recommended inclusion of customer care in the mainstream of the strategic plan of the university.

The major implication for this study is that sustainable customer care self-assessment needs to be explored in national and private libraries in Kenya.

This study provides a significant practical outlook on marketing-savvy approaches toward customer care and efforts made toward the achievement of the goals of the university.

This study provides insights on good practices on customer care which can be emulated by other academic libraries and adds value to the knowledge base.

The purpose of this paper is to examine the access and use of the institutional repository (IR) among academic staff at Egerton University.

The paper provides a description of the building and development of the IR at the Egerton university and describes expected benefits of the repository to the University and relevant stakeholders. A survey was conducted among 84 academic staff with an aim of examining their levels of awareness on the existence of the IR at the Egerton University and assess their access and use. Through a structured questionnaire both quantitative and qualitative data were collected.

The study revealed that majority of the academic staff at the Egerton University are still not aware of the existence of the IR. Staff also faced challenges in accessing and using the content available. The paper provided suggestions on how best to enhance the access and utilization of the IRs among the academic staff.

From a practical point of view, the paper provides implications on the access and use of IRs by the academic staff. The paper points out some challenges faced by this group of users which other academic institutions may try to solve in their respective contexts.

Findings and discussions provided in the paper will pave way to solving the challenges faced in access and use of IR by the academic staff at the Egerton University.

The purpose of this study is to assess the users' needs and expectations on information services provided in libraries, in four public universities from the western region of Kenya. The study explores the extent to which the libraries address users' needs and expectations examining the challenges being encountered, remedies and best practices put in place to mitigate the challenges. The level of users satisfaction towards the information services provided is also examined.

Structured questionnaires were distributed among undergraduates (384) and lecturers (86), where 342 were successfully filled and returned, giving a response rate of 73%. The study interviewed ten library staff revealing their views in addressing users' needs and expectations in respective libraries. Collected data were analysed descriptively using statistical methods and presented in figures and tables. Qualitative data were analysed in narrative form.

Majority of users had a positive perception towards the library, while others indicated that their needs were yet to be meet. The study noted the poor state of affair with inadequacies in information materials infrastructure, dwindling budget, facilities and unskilled personnel. The study recommended the need for additional library budget to facilitate acquisition of additional and up-to-date information resources and facilities.

The concept of user needs and expectations has been widely discussed in developed countries. Identifying and understanding users’ requirements in the context of public libraries in developing countries would start up constructive trends towards building useable collections.

The purpose of this paper is to give an overview of electronic theses and dissertations (ETD) as important and unique collections that facilitate open access.

The paper presents a brief introduction of the importance of ETD as materials for open access. This is with emphasis on the Kenya Information Preservation Society (KIPS) project which has, since 1993, been digitizing theses from a number of participating institutions across the country. This paper relies heavily on literature derived from existing documentation, online searches and website exploration, and the KIPS's union list of theses and dissertations CD‐ROM. A number of contracted employees (scanning and input) were also interviewed in order to provide statistics about the contributing institutions. Findings – The paper finds that the necessity of showcasing the intellectual research of higher education institutions within Kenya is reason enough to justify making the move towards creating electronic thesis services. The benefits making ETD available outweighs that of print‐only thesis provision due to the potential for enormous dissemination and open access. Research limitations/implications –ETD is a renowned research area for consideration. Librarians should be engaged in digitization of electronic collections that will provide desirable services to end users. Such approaches boost the knowledge economy of any country.

Evidence cited from the strengths of KIPS indicates that its major objective was to compile a national comprehensive database of research on Kenya, and by Kenyans. From available statistics, theses undertaken at postgraduate university levels meet the needs of Kenyan scholars. Originality/value – This paper attempts to give insights for emulating the ETD initiative by KIPS as a way to showcase the unique materials of open access, thereby making them relevant for the modern day library.