Features and proposals on ‘non-users’ in academic libraries: A case study at the Metropolitan Technological University of Chile

This study examines features and proposals on ‘non-users’ in academic libraries reported in LIS literature, and its application at the Metropolitan Technological University Academic Library System, UTEM. In light of the increasing number of higher education students who, do not utilise the information resources and services provided, the purpose of this research is (1) to enhance the development of disciplinary knowledge, and to promote library decision-making regarding ‘non-users’, and (2) to reflect and raise awareness, involvement and commitment among the academic librarian’s community regarding the need for research focused on ‘non-users’. This study is descriptive in scope and uses mixed methodology to examine a population of 1105 undergraduate students identified as ‘non-users’ by the UTEM library system. To obtain quantitative data, a survey was conducted applying stratified probability sampling, with 3.4% margin of error, and 90% of confidence level. To collect qualitative data, matrix of content analysis technique and structured interviews to UTEM librarians, where conducted to gain insights based on their particular expertise and experience. Findings suggest that 60.4% of respondents who do not utilise the library system, are students who self-identify as autonomous, and prefer the use of technological and remote information search tools over the library’s face-to-face service. A 62% of respondents replied that they were not aware of how to use the library. Respondents identified variety of reasons to explain the ‘non-use’ of the library. These include, a lack of knowledge regarding the catalogue utilisation, the hours of the library operation and the availability of needed information resources. Despite awareness of the ‘non-user’ increment among the undergraduate student population, UTEM librarians have recognised a need for user’s involvement strategies to engage them. The discussion highlights a need for non-users focus and reassessment’s methodologies, both strategies applied in ‘non-users’ studies cases for academic libraries.