Self-service technology, SST, Academic Libraries, Kansas Libraries, Human Interaction, Quality Customer Service, ROI, Return on Investment, Community Analysis



Self service technology (SST) is inundating the library world with more efficient forms of service for the library user experience. There are different types of SST and each type creates challenges and opportunities in the academic library. This multi-varied approach provides quality support to users who are unfamiliar with the technology, and offers time expediency to those who are adept at using SST. This persuasive paper will show what Kansas academic libraries currently have in the form of SST and encourage libraries to adopt new methods of service. The goal is to get you excited about SST and relieve any apprehension about implementing new technology in your academic library.

Keywords: self-service technology, SST, academic libraries, Kansas libraries, human interaction, quality customer service, ROI, return on investment, community analysis

Creative Commons License

Creative Commons Attribution-Noncommercial 4.0 License
This work is licensed under a Creative Commons Attribution-Noncommercial-Share Alike 4.0 License.



Chang, P., & Hsieh, P. (1996). Customer involvement with services in public libraries. Library Review, 45(8), 17-24. http://dx.doi.org/10.1108/00242539610131599

Fort Hays State University. (2020, May 26). Fort Hays State University Quick Facts 2019-2020. https://www.fhsu.edu/about/QuickFacts/

Mardikian, J. (1995). Self-service charge systems: Current technological applications and their implications for the future library. Reference Services Review, 23(4), 19-38.

Meuter, M., Ostrom, A., Roundtree, R., & Bitner, M. (2000). Self-service technologies: Understanding customer satisfaction with technology-based service encounters. Journal of Marketing, 64(3), 50-64. http://dx.doi.org/10.1509/jmkg.

U.S. Census Bureau (2019). Quick Facts: Hays city, Kansas. Retrieved from https://www.census.gov/quickfacts/fact/table/hayscitykansas