The KNUST Library System has reaffirmed its commitment to customer-centred service delivery, professionalism and continuous staff development at its 2026 Library Durbar, where participants received training on customer service, security and fire safety while engaging management on strategies to improve library operations.
The durbar provided staff with an opportunity to seek clarification, share experiences and discuss practical approaches to enhancing customer satisfaction across the Library System.
A major highlight of the programme was the Customer Service in Action role-play session facilitated by Dr. Edward M. Borteye, Deputy Librarian. Through realistic workplace scenarios, participants demonstrated effective customer engagement techniques, conflict resolution strategies and professional communication skills.
The interactive session reinforced the importance of delivering exceptional user experiences and provided practical insights into managing the diverse expectations of library patrons in an evolving academic environment.
Recognising the importance of safety and security in library operations, Mr. Justice B. B. Alhassan, Principal Security Officer of the KNUST Security Service, and Ms. Ernestina Mbawona Koare, Library Security Supervisor, delivered a presentation on library security. They highlighted the importance of vigilance, access control and staff cooperation in ensuring a safe and secure environment for users, collections and facilities.
Staff also received training on fire prevention and emergency preparedness from Mr. Philip Abban, Principal Fire Officer of the KNUST Fire Unit. The session focused on fire prevention measures, evacuation procedures and the collective responsibility of staff in safeguarding lives and property within library facilities.
An open forum moderated by Mr. Joseph Taylor, Principal Librarian, Engineering, enabled staff to engage directly with management, raise concerns and propose ideas for improving service delivery and advancing the development of the Library System. The discussions underscored the value of open communication and collective problem-solving in achieving institutional excellence.
The University Librarian, Dr. Richard Bruce Lamptey, expressed appreciation to the presenters, facilitators and staff for their active participation. He commended staff for their dedication and encouraged them to apply the lessons learned to further enhance service delivery and strengthen the Library's role in supporting teaching, learning and research at the University.
The Library Registrar, Ms. Felicia Amankwah, subsequently briefed staff on upcoming activities and other institutional matters.
The programme concluded with a vote of thanks delivered by Ms. Georgina Aalene, Principal Library Assistant, who expressed gratitude to management, facilitators, organisers and participants for contributing to the success of the event. A closing prayer led by Rev. Dr. Kwabena Ofori Asiamah brought the formal proceedings to an end.
