UTILIZATION OF INFORMATION AND COMMUNICATION TECHNOLOGY (ICT) FOR REFERENCE SERVICES IN FEDERAL UNIVERSITY LIBRARIES IN NIGERIA

ABSTRACT

The purpose of this  work  was to  examine  the  extent  of utilization of Information  and Communication Technology (ICT) in reference services in Federal university libraries in Nigeria. Six research questions and three null hypotheses were formulated to guide the study. Descriptive survey was the research design adopted for the study. The population of the study comprised all the librarians and reference library users in all the federal university libraries in Nigeria. Simple random sampling was used to select two  Federal university libraries from the six geo-political zones, making a total of twelve libraries that were used for the study. Four hundred and sixty-five (465) librarians from the federal university libraries and  a  total of twelve  thousand  six  hundred  and  fifty  two  (12,652)  users  (Masters  and Doctoral students) of the reference sections of the Federal university libraries as stated by the reference librarians made up the population. Stratified random sampling was used to sample two hundred and eighty-five (285) librarians while accidental sampling was used to sample one thousand, five hundred and sixty (1,560) library users for the study. Two structured questionnaires were used to collect data from librarians and library users. Observation and interview guides were also used to elicit information from reference librarians on utilization of ICT in reference services. Frequency, Mean scores and Standard deviation were used to analyze data from the questionnaire, while data from the observation and interview were analyzed qualitatively and the hypotheses were tested using analysis of variance (ANOVA) test statistics. Major findings showed that ICT facilities were available in federal university libraries, that the ICT facilities were utilized for reference services but that they were not utilized reference operations like inter – library loans, resource sharing, networking and chat services. The utilization of ICT facilities in reference services has made reference operations faster,  easier  and  interesting.  The  constraints  facing  the  utilization  of ICT  in  reference services included poor funding, irregular power supply, lack of reference librarians and lack of ICT information policy in the country. The researcher also found out strategies that could be used to enhance the utilization of ICT in reference services: adequate funding, training and retraining of librarians through seminars,  workshops and conferences. The National Universities Commission (NUC) should mandate all universities to automate their libraries within a stipulated period. There should be regular supply of power and maintenance of the ICT facilities.

CHAPTER ONE

INTRODUCTION

Background of the Study

Contemporary societies generally rely on universities for their development and their sustainability. Universities have been recognized as critical centers for the development of societies through the advancement and diffusion of knowledge. Universities are required to generate and organize information for teaching, research and management decision making (Yusuf and Onasanya in Agabi & Uche, 2006). It is for these reasons that research, teaching and community service are considered the most central objectives of the university system. According  to  Jega  (2007),  universities  as  institutions  for  knowledge  generation  and  its transfer  to  the  society  have  been  central  to  development,  contributing  ideas,  skills, technology and expertise in many spheres of human endeavour. Uzoigwe and Onwubiko [2004] opined that university libraries are central to the functions of the universities and contribute to the overall development of the society through its provision of relevant information resources that are necessary for sustaining the teaching, learning, research and public service.

The university library is an academic library that is located in a university to serve primarily  the  students,  workers  and  the  community  at  large  [Wikipedia  2012].  Oyedun [2007] concisely defined academic libraries as those libraries that are mainly found in tertiary institutions. In the same vein, Ubogu [2006] maintains that academic libraries continually seek to identify their roles in contributing to institution outcomes and objectives in the areas of teaching,  learning  and research. He reveals that  priorities in  most  academic libraries include active participation in furthering the institutional objectives of producing students

who are information literate and are prepared for lifelong learning.

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According to Oparah (2006), the university library through her reference services is expected to provide the following:-

–     access to information resources :-

    Through  online  catalogs,  indexes  and  databases  including  full  text  e  –

resources.

    Through connections to local, regional and global networks and

      By securing materials for students, academics and staff through interlibrary loan and other resources sharing arrangements.

–     ICT infrastructure: state-of-the-art hardware and software and sufficient bandwidth and responsive network management at multiple levels, from the institutional level upwards.

–     Expert  professional support  to  facilitate thorough and  accurate use of all  library resources,

–     Access to library materials and services to the community.

According to Ajidahun (2004), it  is worth mentioning that  university libraries in Nigeria are now being gradually computerized, thus these libraries are expected to provide ICT facilities for greater productivity and service in which case; users will no longer be dependent on reference librarians as search intermediaries. According to Rockman [1999]

‘the  role  of reference  librarians  has  changed  from search  intermediaries  to  information competence teachers’. Wilson [2000] argues that with the emergence of electronic reference and ask-a-librarian’ services, the information that was once provided at the reference desk is now being offered on the library homepage.

The reference section is one of the most sensitive sections of the university library due to the variety of services it offers to the users. The reference section, which provides reference  services,  according  to  Ezeani (2005),  plays  very  crucial  and  critical  roles  in

presenting a good image of the library. This is because the reference staff is the ‘front line’ staff as the section is usually the first port of call for any researcher. It is because of this role, reference librarians often determine the extent a library is successful in serving its clientele. Reference Services as perceived by many is all about rendering assistance to users in pursuit of their information needs. Reference Services, according to Gama [2008] means personal assistance given by librarians to users in pursuit of information. The assistance could be in form of referral to likely sources of information. Idris, Oji and Abana [2011] noted that the central course of discourse in reference services is ‘personal assistance’.   It  is also  the formalized provision of information in diverse forms by a reference librarian who is interposed between the questioner and the available information. Reference services involve translating the queries of users into terms that can be met by a given reference source.

There are two types of reference services: direct and indirect services. The direct reference services involve person- to- person relationship, usually one in which the librarian answers the user’s question. Indirect reference services consist of behind-the-scene activities which comprise the preparation and development of catalogues, bibliographies and all other reference aids that help in providing access to the library collections for the provision of reference services. The information glut and increased production of materials have made it difficult  for the reference librarian to  render efficient  services to  users using traditional means. Moreover, the traditional reference strategies of searching card catalogue, instruction to users, helping the users to locate books on the shelves, inter-library loan, using indexes and abstracts to answer users’ queries are characterized by increased inefficiency and ineffectiveness.

The delays in manual reference services have frustrated library users to the extent that many may have resolved not to come to the library again. Ehikhemonor, Rugh and Dewoth in Achebe (1998) have shown that there could be reduction in patronage if library

users’ interests are not met. As Onifade and Sowole (2011) put it, libraries are no longer passive and archival institutions but are effective service institutions. The responsibilities of libraries go beyond gathering and organizing books and journals to include an active role in disseminating  information. One way this can be achieved is through effective reference service, which can be harnessed by the use of computers and ICT facilities.

According to Agbo (2011), information and communication technology (ICT) is an umbrella term that  includes all technologies for the manipulation and communication of information.  It  encompasses  any  medium  to  recorded  information  (magnetic  disk,  tape, optical disks (DVD/CD), flash and paper record), technologies for broadcasting information (radio, television, and cinema), technologies for communicating through voice and sound or images (microphone, camera, loudspeaker, telephone to cellular phones) and wide varieties of  computing  hardwares  (desktop  computers,  laptops,  servers,  mainframes,  networked storage.  It  can  also  be  defined  as  the  mechanism  of  capturing,  processing,  storing, transmitting and communicating information. Along, with this rapid technological advancement  entered  the  “internet”,  which  has  today  created  a  borderless  surge  of information which also boosted reference services in our libraries.

The emergence of computer technology and its related information and communication technologies in library operations has come as a potential rescue to reference librarians in their bid to cope with the above challenges. Since the problems of information explosion in the 1970’s, libraries in the developed world have strived to adopt ICT in their services to facilitate the flow of information to and from users (Okore, 2005).  In fact, the contemporary reference  services  that  have  indisputably  made  the  application  of ICT  to reference services mandatory include: on line searches of information, bibliographic searches and  easy retrieval of information. Other  services like current  awareness services (CAS) provision of current statistics on the use of reference materials in the libraries and listing of

current reports and selective dissemination of information (SDI). The main purpose of ICT in reference services is to help users find an information source or the information itself to meet their individual needs. It will also help users to outsource documents or information based on available databases. It makes it possible for library users to access their catalogues and other documents without pulling their drawers of three by-five cards.

The introduction of ICT in reference services has the potential of eliminating the bottle-necks and cumbersomeness associated with manual reference services. According to Martell (2003) rendering of reference services to users using ICT can be on-site or off-site. The functions of the reference librarian have remained constant. The difference that exists now is primarily in the tools that are used. In the past, the librarian used books, magazines, encyclopedias, guides, newspapers and other print materials, with only the library catalogue to answer reference queries. Today, reference librarians have incorporated a host of new tools for digital reference services which include the telephone, photocopier, fax machine, television, computer, printers, modem, disks, CD-ROMs, telecommunications, scanners, e- mail,  data  bases,  e-resources  and  the  Internet  to  help  their  patrons.  Libraries  in  the developing world are currently attempting to take advantage of these new devices (Corral,

1995). With ICT, the On-line Public Access Catalogue (OPAC), a networked universally accessible entity, helps the reference librarian to access the holdings of a library anywhere easily.  Before the introduction of ICT,  inter-library loan was a problem because of the physical delivery of documents, but with the new technologies of scanning and digitizing, delivery and retrieval of journal articles and other documents to off-site users has been made easy.

With the availability of functional virtual libraries that have full internet connectivity and linkages to massive databases and ICT systems, one can source information anywhere. With ICT, reference services are apparently faster, easier and at the convenience of the user.

All relevant information materials can virtually be accessed by the reference librarian using ICT systems and made available to library users. With the application of ICT, reference librarians are expected to answer queries by down-loading and manipulating files to assist users with software application. Information and Communication Technology has led to the establishment of databases which have enabled libraries to out-source content and disburden themselves of the task of collection building (Wolf in Okore, 2005). Other areas where ICT resources are used  in digital reference services  include: current  awareness services,  co- operative resource sharing, compilation of electronic bibliographies and user education for library users.

The provision of reference services in an electronic environment is becoming very complex. According to Roesch (2006), the current application of ICT to reference services involves high-tech information resources and operations, including various media: e-mail, web forms, chat, video, web customer call centre software, voice over internet protocol (VOIP) and video conferencing. These media are divided into two categories, namely: asynchronous and synchronous. Asynchronous forms involve communication between the users and the librarians which is experienced with little time delay within 24 hours. They include e-mail, web form, chatterbot and frequently asked questions (FAQs). On the other hand, synchronous forms involve immediate communication with the users. They include simple chat; instant messaging as a chat variant, extended chat, voice over internet protocol (VOIP) and video conferencing. Other variants of digital reference services media, according to (Roesch 2006), include the web contact centre, which combines several forms of digital reference offered by a  library and  collaborative  reference which  is provided by several libraries that have formed a consortium by pooling their resources and sharing work-load together.  The Question Point Software in addition to library Profile Modules are used to co- ordinate the collaboration amongst the participating libraries (Roesch, 2006). The author

further explained that digital reference via e-mail is very easy and cheap to implement and may be asked even when the library has closed; their only disadvantage is the time delay in answering the queries.

Many libraries, according to Davis (2000), have good virtual reference desks. Reference via web forms allows users to provide further and more structured details of their information needs. This notwithstanding, it is not suitable for more complex needs, such as detailed research queries. Chatterbots is an interactive data-base that contains a range of pre- paid information; the users do not communicate with the librarian but rather enter their queries in the fields provided and receive replies immediately. They are available round the clock and to several users concurrently (Roesch, 2006). It is doubtful that this advanced form of digital reference services is obtainable in Nigerian university libraries.

The utilization of ICT in reference services in Nigeria has been very gradual. The provision of ICT in Nigerian libraries started with special libraries and spread to academic libraries (Ohaji, 2004). Ogunleye cited by Ajihadan, (2004) reported that attempts to apply ICT in library operations and reference services in Nigeria in the 1970s and 1980s failed. The literature of these efforts is replete of tales of flop and unsuccessful implementation. Nevertheless, a few stories of success have been recorded earlier, mainly in the foreign- owned or sponsored libraries like the IITA library, the British Council Libraries in Enugu, Ibadan, Kano, Kaduna and Lagos, the United States Information Services (USIS) library and a few others (Nwachukwu, 2006). The NUC (2002) and UNESCO (2003) planned virtual libraries for Nigerian universities, but the plans were not actualized in many universities (Gbaje, 2007). Furthermore, Gbaje laments that the failure of National Information Technology Development Agency (NITDA) has led to poor implementation of the virtual library initiatives  in  the  universities and  that  this  has continued to  adversely affect  the application of ICT in library operations in university libraries in Nigeria. Olanlokun (2003)

concluded that the application of ICT in library services in the universities in Nigeria is still at its infant stages of development.

However,  Nkanu  [2007]  reported  rapid  growth  of  computerization  exercise  in libraries because of its  immense  benefits  in  breaking  the barriers of time,  distance and location that used to impede the provision of library services. These benefits of utilization of ICT for reference services were hindered in our libraries by the high costs of maintaining ICT facilities, epileptic power supply, and lack of trained ICT staff and the menace of virus in ICT systems (Uzoigwe, 2004). O’Connor (1998) sees the lukewarm attitude of Nigerian government and some university authorities to the electronic library as a basic problem. All these may hinder the effective functioning and utilization of ICT in reference services in the federal university libraries.

The ICT use these days in federal university libraries according to Gama (2008) is better than that of state-owned university libraries because the federal government sponsored the computerization of federal university libraries, although the Education Tax Fund also helped to computerize most of the state university libraries. Studies by Asamoah -Hassan (2002) showed that many of the universities in West Africa, including Nigeria, have ICT facilities in their libraries. A similar study conducted in Nigeria by Ajidahun (2004) on the status of ICT in university libraries indicated that there were ICT facilities in all the 21 university libraries studied. Ibegbulam (2000) and Anunobi (2005) conducted research on the use of ICT for reference services in federal university libraries in Nigeria while Asamoah- Hassan (2002) conducted a research on the state of information and communication technology (ICT) availability in West Africa. These studies revealed that ICT was much used for administration, serials, cataloguing and not much in reference services. Many university libraries from different geo-political zones in Nigeria show evidence of utilization of ICT facilities more than other zones. Studies by Anunobi [2005] support the above assertion that

some zones have and utilize ICT facilities more than others. These studies did not dwell extensively on reference services.

Statement of the Problem

The  reference  section  of the  university  library  gives  face-  to-  face  services  and provides materials for the users and also helps in accomplishing the institution’s objectives in the production of citizens. Traditionally, reference functions were carried out manually, but these methods are no longer sufficient due to such challenges as user expectations and high cost of print materials. Reference services have become more complex and are unable to provide the increasing variety and quantity of information needed by patrons with traditional methods.

Federal universities have introduced ICT into reference services as a way of meeting these challenges. However, in spite of the many benefits derived from the utilization of ICT in library operations, including reference services, literature indicates that federal university libraries are yet to benefit from its utilization. This could be as a result of logistic problems connected  with  the  cost  of  acquiring  ICT  facilities,  dearth  of  ICT  technology  support facilities in the country, lack of ICT policy in the country, lack of commitment on the part of the stakeholders and lack of appropriate skills by librarians and its potential users. If these problems are not addressed urgently, the goals of reference section of university library such as satisfying users’ information needs and quality research work cannot be achieved.

A number of articles (Ibegbulam, 2000, Asamoah-Hassan, 2002, Ajidihun, 2004 and Anunobi, 2005) on the availability and utilization of ICT in library services, did not find ICT being much used in reference services in Nigerian libraries. The above studies failed to indicate the extent to which the ICT facilities were functional and the influence of their utilization on reference services. Moreover, the studies did not indicate whether the federal university libraries that are utilizing ICT in their reference services have experienced positive

influence of ICT  in their  reference operations as expected or  whether the situation  has changed significantly over this last decade. There is therefore the need for an in-depth study of this kind to ascertain the current situation regarding the use of ICT for reference services and factors that may still be preventing its full utilization in federal university libraries in Nigeria.

Purpose of the Study

The main purpose of this study is on the utilization of information and communication technology (ICT) in reference services in federal university libraries in Nigeria. Specifically, the study seeks to:

1.    Identify the ICT resources available for reference services of the federal university libraries,

2.   Examine the purposes for which ICT facilities are utilized in reference services.

3.    Determine  the  extent  of  utilization  of  ICT  in  reference  services  in  the  federal university libraries,

4.   Ascertain the perceived benefits on ICT utilization in reference services,

5.    Find out the problems relating to utilization of ICT in reference services in federal university libraries, and

6.    Ascertain strategies for enhancing the utilization of ICT in reference services in the federal university libraries.

Research Questions

In  line with the set  purpose of this study,  the following  research questions were formulated to guide the study:

1.    What are the ICT resources available for reference services in the federal university libraries?

2.    For  what  purposes  are  ICT  facilities  utilized  in  reference  services  in  he  federal university libraries.

3.    To what extent are those ICT facilities utilized in reference services in the federal university libraries?

4.    What  are  the  perceived  benefits  of  the  use  of  ICT  on  reference  services  in  the university libraries under study?

5.    What are the perceived problems militating against the utilization of ICT facilities in reference services in the federal university libraries?

6.    What are the strategies for enhancing the utilization of ICT facilities in reference services of the university libraries under study?

Hypotheses

The study was further guided by the following hypotheses.

Ho1:   There is no significant difference in the mean responses of librarians of the federal university libraries in the six geo-political zones on the   extent of utilization of ICT in reference services.

Ho2      There is no significant difference in the mean responses of librarians of the federal university libraries in the six geo-political zones on the problems militating against the utilization of ICT in reference services.

Ho3:   There is no significant difference in the mean responses of library users of the federal university libraries in the six geo-political zones on benefits of utilization of ICT in reference services.

Significance of the Study

It is hoped that the findings of this study will be of benefit to a number of people – university management, reference librarians, library users, university librarians, education planners, researchers and stakeholders. The outcome of the study is expected to be useful to

university management in its efforts to improve the standard of reference services of the Nigerian university libraries. The findings of the study are expected to help the university management pay more attention to the funding of the libraries, provision of ICT facilities and employment of qualified ICT staff, knowing fully well that the introduction of ICT into reference services of the university libraries will enhance effective teaching, learning and research. The results of this study will be useful to the reference librarians, because (apart from consequent training on the job in line with the changes of the time) it will expose them to the requirements and the need to use ICT in reference services as against the traditional method. This will enhance their efficiency and effectiveness on their job especially in rendering services to the outside users.

Library users  will  benefit  from the  findings  of this  study because  the  reference librarians, having been exposed to new methods of reference services through ICT, will help them more to know how to meet up the users’ information needs in the digital era promptly.

The library managers (university librarians) will from the results of this study become aware of the problems  inhibiting  the utilization  of ICT  in reference services.  This will thereby sensitize them on the various ways of improving reference services through ICT. The education planners will benefit from the results of this study because it will help them know what should be included in the library students’ curriculum in this era of information explosion. This will enable them to  integrate courses that  will help produce future ICT literate librarians who are prepared for electronic library services.

The results of this study will also  serve as a reference material to  library users, librarians, researchers, university managers, education planners and students who may want to explore further into this area of study, since the improvement of reference services in the university libraries should be a continuous process. The study will provide an addition to knowledge and update in the literature of the library and information science.

Finally, the results of this study will be useful to all the stakeholders of the university in that the attainment of the university goals and objectives is significantly dependent on the quality of the university library and the collective action of the stakeholders.

Scope of the Study

This study covered the reference sections of the federal university libraries of Nigeria. As at 2009, there were twenty-seven federal universities in Nigeria (NUC 2009). The federal university libraries have been chosen for the study because studies have shown that many of them have introduced ICT in their library services, (Asamoah – Hassan, 2002). The study also covered the problems that impede the application of ICT in reference services and the strategies to promote the utilization of ICT in reference services of the federal university libraries  under  study.  The  ICT  facilities  used  for the  reference  services  that  this  study covered included – computers, printers, scanners, internet, e-resources fax machines. The twenty-seven university libraries as at that time included – University of Ibadan, Ibadan, Obafemi Awolowo University, Ile Ife, University of Jos, Jos, Abubakar Tafawa Balewa Univrsity, Bauchi, University of Ilorin, Ilorin, University of Lagos, Akoka, Ahmadu Bello University, Zaria, University of Benin, Benin City, University of Nigeria, Nsukka, University of Abuja, Gwagwalada, Bayero University Kano, Federal University of Technology, Akure, Federal University of Technology, Yola, Federal University of Technology Minna, Federal University of Technology, Owerri, University of Calabar, Calabar, University of Maiduguri, Maiduguri, University of Agriculture, Makurdi, Michael Okpara University of Agriculture, Umudike, University of Agriculture, Abeokuta, University of Port Harcourt, Port Harcourt, Usmandanfodiyo  University, Sokoto, Nnamdi Azikiwe University, Awka, National Open University of Nigeria, Lagos, Nigerian Deference Academy, Kaduna, and Federal University of Petroleum Resources, Effurun.

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