ROLE OF INFORMATION AND COMMUNICATION TECHNOLOGIES (ICTS) ON SERVICES DELIVERY IN STATE POLYTECHNIC LIBRARIES OF NORTH CENTRAL ZONE, NIGERIA

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ROLE OF INFORMATION AND COMMUNICATION TECHNOLOGIES (ICTS) ON SERVICES DELIVERY IN STATE POLYTECHNIC LIBRARIES OF NORTH CENTRAL ZONE, NIGERIA

(A CASE STUDY OF NASARAWA STATE POLYTECHNIC LIBRARY, LAFIA)

ABSTRACT

This study has examined the Role of Information and Communication Technologies (ICTs) on Services Delivery in State Polytechnic Libraries of North Central Zone, Nigeria, the study focus on Nasarawa State Polytechnic Library,Lafia. The research seeks to identify the availability of ICT resources in libraries, to ascertain the roles played by ICT in academic libraries and to find out the efficiency and effectiveness of ICT in academic libraries. The population consisted of all the professionals, paraprofessional staff and the user of the Nasarawa State Polytechnic Library, Lafia. The outcome of the study was analyzed by the use of tables and percentages. The study reveals that; the factors acting as impediments to the impact of ICT in Nasarawa State Polytechnic Library, Lafia were inadequate funding which has given birth to some other problems for example lack of training facilities. The following recommendations More generous financial support should be made available to acquire, provide and improve in basic infrastructure such as electricity, reliable Internet connectivity, as well as the provision of state of the art ICT facilities.

CHAPTER ONE

INTRODUCTION

1.1       Background to the Study

Library is a place in which literary, musical, artistic, or reference materials (such as books, manuscripts, recordings, or films) are kept for use but not for sale.

A library is a curated collection of sources of information and similar resources, selected by experts and made accessible to a defined community for reference or borrowing, often in a quiet environment conducive to study (Okiy, 2015). It provides physical or digital access to material, and may be a physical location or a virtual space, or both. A library’s collection can include books, periodicals, newspapers, manuscripts, films, maps prints, documents, microform, CDs, cassettes, videotapes, DVDs, Blu-ray Discs, e-books, audiobooks, databases, and other formats. Libraries range widely in size up to millions of items.

Library, traditionally is collection of books used for reading or study, or the building or room in which such a collection is kept. The word derives from the Latin liber, “book,” whereas a Latinized Greek word, bibliotheca, is the origin of the word for library in German, Russian, and the Romance languages (Onohwakpor, 2016).

Oni (2014) posit that a library is organized for use and maintained by a public body, an institution, a corporation, or a private individual. Public and institutional collections and services may be intended for use by people who choose not toor cannot afford topurchase an extensive collection themselves, who need material no individual can reasonably be expected to have, or who require professional assistance with their research. In addition to providing materials, libraries also provide the services of librarians who are experts at finding and organizing information and at interpreting information needs. Libraries often provide quiet areas for studying, and they also often offer common areas to facilitate group study and collaboration. Libraries often provide public facilities for access to their electronic resources and the Internet.

The Polytechnic libraries are libraries established to cater for the academic and research needs of the Polytechnic. They serve the reading and research interests of students, lecturers, researchers, and other users. Polytechnic libraries are big repositories of information and knowledge from all fields of learning to the academic community of students and staff that serve.  Polytechnic libraries, which are academic libraries, provide support to members of an academic community, including students, researchers and lecturing staff (Oyedun, 2013).

Academic libraries are libraries established in universities, colleges of education, polytechnics and monotechnics (Rana, 2014). Their collection is tailored towards achievement of the institution goals of teaching, learning and research. They serve the students, lecturers, administrative members of the academic community as well as others.  They are central to learning, research, and have always depended on relevant new technologies, which on the other hand are driven by emerging trends in education and research. The major function of University libraries is to provide resources to meet the information needs of users. Their materials are diversified to support teaching and programmes that take place within them. Therefore, the University library has to build a strong collection of information resources in physical and digital formats to cater for the knowledge requirements of students, faculty members and research scholars of the institution. To remain relevant, libraries must fulfill some set of roles for serving their parent institutions.

Oyedun (2013) defines academic libraries as those libraries that are mainly found in tertiary institutions, they are established to support learning, teaching and research processes. An academic library is a library that is attached to a higher educational institution, which serves two complementary purposes to support the school’s curriculum, and to support the research of the university faculty and students (Curzon and Jennie, 2014). The academic library has been from its inception an integral part of institutions of higher learning, rather than an appendix or adjunct. Reference librarians are the image-makers for the library and the link between the library, library resources, and library patrons. They are the individuals to ask when a patron does not know who to ask, or need to look for specific information and do not know where to begin.  The reference librarian interprets information sources to library users and how to explore them. Academic library’s main function is to support their parent organization in achieving the organizational objectives. As the name suggest academic libraries are involved in providing support for research and educational activities in universities, institutions, and other academic organizations. It involves content development, acquisition, technical services, providing institutional repositories, inter-library loan, and document delivery services etc. Over the past twenty-seven years, academic libraries have been affected by changes in information and communication technology.

ICT is an acronym for information and communication technology. Various scholars from different perspectives have defined information and communication technology (ICT). Ayodele (2012) defined ICT as electronic based technology generally used to retrieve store, process and package information as well as provide access to knowledge. Aluko (2014) also described ICT as enabling technologies (both hardware and software) necessary for delivery of voice/audio, data (high-speed and low speed) video, faxes and internet services from point A to point Busing wired and wireless media protocol (IP) and non IP networks. Nwachukwu, (2014) information and communication technologies (ICTs) is the application of computers and other technologies to the acquisition, organization, storage, retrieval and dissemination of information.

Modern information and communication technology (ICT) has created a global village because of information revolution and the consequent computer based messaging system, and electronic networks for access to information and library services. ICT is a growing phenomenon in the society. The trend now is information and communication technology, library and information have undergone various stages on transformation, storage and retrieval of information application in delivering library services. Rana (2009) opines that ICT holds the key to the success of modernizing information services. Applications of ICT are numerous but mainly it is used in converting the existing paper-print records in the entire process of storage, retrieval and dissemination. With the invention of Information and Communication Technology, libraries now use various types of technologies to aid the services they render. Everyday new technological advances affect the way information is handled in libraries and information centers. ICT has brought unprecedented changes and transformation to academic library and information services, such as OPAC, users services, reference services, bibliographic services, current awareness services, Document delivery, interlibrary loan, audio visual services and customer relations can be provided more efficiently and effectively using ICT, as they offer convenient time, place, cost effectiveness, faster and most-up-to-date dissemination and end users involvement in the library and information services process.

The Role of ICT is characterized on information services by changes in format, contents and method of production. Library automation is yet to take off in majority of the Kenyan libraries, while justifying need for library automation more than cost effectiveness the benefit derived by the library users become the major consideration. Since library does not happen to be an economic entity such benefits, need to be looked at in different perspective. 

Objectives of ICT is to improve the level of services and quality of output and to fulfill the need that cannot be achieved by manual system for example sharing of resources and be able to use information that only appear in electronic format for example CD – ROM, internet resources and databases. Other services offered by academic library include printing, photocopying, bindery and bibliographic services.

The roles of new technologies are felt by libraries in every aspect of their service delivery. Computing technology, communication technology and mass storage technology are some of the areas of continuous development that reshape the way that libraries access, retrieve, store, manipulate and disseminate information to users. The essence of reference work is personal service. The primary function of the reference department as observed by Nwalo (2010) among other things is answering reference questions and user education. Katz (2012) also highlighted the following as some of the duties of a reference librarian: To promote an end product: the information sought by the user, teaching people how to find information. Such instructions can range from the individual explanation of information sources or creation of guides and appropriate media to formal assistance. One of the major ways through which these duties or functions can be performed effectively is through interpersonal communication between the reference librarian and the library user. Reference librarians engage in person-to-person services. They interact with library patrons and interview them to be able to articulate their information needs clearly. They must possess conversational skills, which according to Katz (2012) is the ability to talk to all types of people, to find out what they need. The ability to communicate effectively on an interpersonal level will go a long way in ensuring that they meet the demands of the clientele and gain their confidence.

Service delivery is a component of business that defines the interaction between providers and clients where the provider offers a service, whether there will be information or task, and client finds either value or losses values as a result. Good service delivery provides clients with an increase in value. One of the most common areas of service delivery is through information technology Infrastructure library (ITIL). Throughout the service delivery process of ITIL, service providers work to clearly define the content of services, clearly define the roles and responsibilities of the customers and users, clearly define the roles and responsibilities of the service providers and set service quality expectations as well as availability and timeliness.

A service delivery framework (SDF) is a set of principles, standards, policies and constraints to be used to guide the designs, development, deployment, operation retirement of services delivered by a service provider with a view to offering a consistent service experience to a specific user community in a specific business context. An SDF is the context in which a service provider’s capabilities are arranged into services. The term service delivery framework (SDF) has been used interchangeably with the service delivery platform (SDP), which is a set of technology components that provide capabilities.

Oni (2014) explains that libraries serve a unique and important role in providing free access to all types of information and telecommunications services. This is especially true for people without internet services at home or at work. The demand for such services has increased significantly with ever-growing need for access to digital and online information – including e- government, continuing education and employment opportunities. In fact, research from the young adult library services association and the Pew Internet and American life project suggests this need will only continue to grow since young adults make up one of the most dedicated groups of library users and demand more and typically faster access to information.

Academic libraries are at the forefront of providing information services to their respective communities in order to support their teaching, learning and research needs. Although, most university libraries in Africa also extend their services to users from outside the university community. Effective delivery of information services that meet the needs and aspiration of citizens, decision-makers and life-long learners is a long-standing goal to the information profession. The role of librarian is to support, enrich and provide superb services- in person and online.

1.2       Statement of the Problem

Information and Communication Technology (ICT) has transformed library services globally. Most current information are recorded in electronic format, ICT has also contributed immensely to the performance of Nasarawa State Polytechnic Library, Lafia in the delivery of their services in terms of cataloguing, reference services, circulation management, serials control etc. Information and communication technology makes library work easier, faster, cheaper and more effective. It helps to manage information overload, as information retrieval is made easier in computerized system, remote access is enabled through networked systems, it enables wider storage of information, and computerization saves space, reduces paper, and allow multiple access of users etc.

Despite the huge benefits that are attached with information and communication technology on service delivery in Nasarawa State Polytechnic Library, Lafia, the library still, experience some obstacles in the effective and efficient use of the ICT resources in the library, which has crippled its service delivery.

Among the limiting factors are; Lack of capital investment to buy hardware, software and standby generators for the library, inadequate provision of ICT training programmes, Lack of search skills, automation still at infancy level, epileptic power supply, and lack of technical know-how.

1.3       Research Questions

1. What are the ICT services available in Nasarawa State Polytechnic Library?
2. What are the roles played by ICTs on services delivery in Nasarawa State Polytechnic Library?
3. How efficient and effective is the use of ICT for service delivery in Nasarawa State Polytechnic Library?
4. What are the challenges faced in the application of ICT in Nasarawa State Polytechnic Library?
5. What are the problems encountered in using ICTs in Nasarawa State Polytechnic Library?
6. What are the possible solutions to solving the problems encountered in using ICT in Nasarawa State Polytechnic Library?
7. To what extent do factors such as lack of capital investment to buy hardware and software, standby generators, lack of search skills, technical know-how affects effective service delivery?

1.4       Objectives of the Study

The general purpose of this study is on the role of information and communication technology on service delivery in Nasarawa State Polytechnic Library, Lafia. The specific objectives are:

1. To identify the ICT services available in Nasarawa State Polytechnic Library.
2. To ascertain the roles played by ICT in Nasarawa State Polytechnic Library.
3. To determine the efficiency and effectiveness of ICT service delivery in Nasarawa State Polytechnic Library.
4. To find out the challenges associated with the application of ICT service delivery in Nasarawa State Polytechnic Library.
5. To find out the problems encountered in using ICTs in Nasarawa State Polytechnic Library.
6. To recommend measures that can be taken to address those problems.
7. To examine the extent to which factors such as lack of capital investment to buy hardware and software, standby generators, lack of search skills, technical know-how affects effective service delivery.

1.5       Significance of the Study

This study is expected to provide a basis for comprehensive information on information and communication technologies procurement and application in Nasarawa State Polytechnic Library, Lafia. It will establish the existing gaps in the implementation of information and communication technologies on the service delivery of academic library in achieving their statutory functions. The output of this study will serve as a blueprint for libraries, information managers/information scientists, researchers, lecturers, and students to take the right course of action for the use of information and communication technologies for efficient and effective services delivered. ICT can serve the aforementioned beneficiaries in the following ways:

ICT will help to improve teaching by enhancing and already practiced knowledge and introducing new ways of service delivery, many students consider ICT tools very helpful in that it helps them to do assignments teachers see that ICT enables students with special needs or difficulties, it develops some written skill: spelling, grammar, punctuation, editing and re-drafting (Lewing et al., 2017) still new technologies encourage independent and active service delivery, and student’s responsibility for their own learning (Passy, 2019).

ICT will help to make access to the library very convenient and easy with the invent of e-libraries, access to the library has been brought even to the most remote areas such as acquisition, cataloguing, circulation, serial-control, reference and information services inter-library loan and has brought learning to the feet of everybody. I believe ICT in the library has brought more benefit than challenges of library services.

It will be beneficial to students and researchers who intend to carryout research on related topic.

1.6       Scope and Limitations of the Study

This research work is on the role of Information and Communication Technologies (ICTs) on service delivery in North Central Zone, Nigeria with a focus on Nasarawa State Polytechnic Library, Lafia. Specifically, it covers role of information and communication technology, service delivery and academic library. The service delivery in academic library, benefit of ICT, challenges and solution for overcoming such challenges were also covered in this study. The population of this study covers both the librarians, students and the staff working in the library.

1.7       Definition of Research Terms

Role–The part played by an entity over another.

ICT – Information and Communication Technology is an umbrella term that includes any communication device or application, encompassing: radio, television, cellular phones, computer and network hardware and software, satellite systems and so on, as well as the various services and applications associated with them, such as videoconferencing and distance learning.

Service Delivery – is a component of business that defines the interaction between providers and clients where the provider offers a service.

Academic Library– The library in institutions of higher learning. The academic libraries are as varied and distinctive as the institutions, which they serve. There are the libraries in the institutes of Education; Schools of Theology; Religious, legal and other professional colleges; and the universities. The libraries are integral parts of the institutions of higher learning in which they are located. The library is the centre of academic excellence in any academic institution.

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