Users’ criterion of relevance of the support given by librarians on the use of Information and Communication Technologies: The case of Gaborone Public Library, Botswana

The purpose of this study was to understand user’s perspective of the relevance of the ICTs support service provided by librarians at Gaborone Public Library. The study adopted an interpretive approach and used semi-structured interviews and focus groups to gather qualitative data. Data was analysed in accordance with the Grounded Theory techniques of theoretical comparisons and theoretical coding involving open coding, elective coding and axial coding to build a deeper understanding of the users’ perspective of user support relevance. Overall, the findings show that Gaborone Public Library (GPL) users have a complex conception of the relevance of the ICT support they get or expect to get from the public library. Users view the support as a process which should ultimately lead to a change in their life situations. Users have indicated both the integration of ICTs in everyday life situations and free access to the internet as the key motivating factors for them to use the ICTs support services provided by GPL. Despite the fact that users see the importance of the support, they indicated challenges such as inadequate resources, as a hindrance to this wonderful initiative. Arising from the findings, the study has therefore recommended that the GPL should increase its resources.