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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.

This paper aims to examine the types of cloud computing, models, characteristics, descriptions, applications, considerations for use and benefits of the following technologies to library users. Cloud computing has taken libraries in Kenya by storm. Because of this, many libraries do not know what to do. They are at cross-roads. They lack policies to govern them. However, the recent realization by information professionals that cloud computing has a critical role to play in the provision of information services has created a desire to effectively harness and manage them for scholarly communication.

The research reviewed previous studies on the topic by examining both electronic and print information resources available in the libraries and internet.

The findings revealed that libraries in Kenya are yet to fully embrace cloud computing in their operations. There are mixed feelings by librarians on the degree at which they should integrate these technologies in their service provisions. However, there is a positive progress toward this noble venture.

Kenya as a developing nation has limited local content on the subject. The study established that some of the available literature is restricted by intellectual property rights. This forced the researcher to rely heavily on foreign literature for the study.

Appreciation of emerging cloud computing technologies by libraries is inevitable for the sustainability and management of modern libraries. Cloud computing makes libraries more competitive by adequately meeting user’s technological needs. This study will also act as a benchmark for the Government of Kenya to improve the current information communication technology (ICT) national policy.

Apart from revolutionalizing library operations and delivery of services, cloud computing will tremendously revolutionize the social-cultural and communication landscape of the society.

The paper provides vital information and insights into how libraries are embracing cloud computing in the provision and dissemination of varied information services to library users.

The purpose of this paper is to review the use of open access (OA) resources in Kenyan university libraries with the gist of the discussions being the status of the universities in the implementation of OA, usefulness, challenges and recommendations.

The study employed descriptive research by engaging respondents in formal interviews and brief discussions. It also reviewed existing related literature on OA resources with specific reference to four university libraries in Kenya.

Kenya as a developing country is still at the intermediate stage of embracing OA. The university libraries are among the forefront institutions helping in the adoption of OA for research, empowerment, education and information. However, compared to other universities in Africa, Kenyan universities are far many steps ahead in embracing OA.

The study limited itself to descriptive survey supported by face to face interviews, informal discussions and literature. This may not give 100 percentage accurate results for the study. However, the triangulation of the instruments were sufficient enough to have credible study findings.

OA to information is not a simple technological issue. It raises issues of information policies, such as availability, reliability, infrastructure, technical knowledge, legal barriers and production/creation. As the Kenyan Government enhances its efforts in going digital, universities and especially the libraries have become key stakeholders in the arranging and availing of this information through OA. It is therefore important to review the gains made and the challenges encountered by Kenyan university libraries in as far as OA is concerned.

This paper discusses OA status in university libraries in Kenya, which is a new development in the information cycles in Africa.