INTERNET AIDED REFERENCE SERVICES USAGE IN NATIONAL LIBRARY OF NIGERIA: A CASE STUDY OF USERS

BY

Ibrahim Alhaji Usman

Digitization Unit, National Library of Nigeria

Mobile Phone: +234-803-592-0491

E-Mail: uscoma@yahoo.co.uk

Abstract

The study is based on the survey of 200 users at the National Library of Nigeria. The objective is to determine users’ awareness of the various Internet Reference Services offered by the library, such as e-mail, on-line dictionary, on-line encyclopaedias, search engines, subject gateways, Wikipedia, chat/voice over the Internet, and blogs. Investigation revealed that users’ perception and awareness of Internet aided Reference Services is low, but improved gradually, but they do not refer their inquire to the reference librarian to get the required information they want. The study identified problems and offered recommendations at improving the awareness of users on the available Internet reference services.

Keywords: Internet, Reference, Services, Nigeria, Users, Library

Introduction

In recent years, the Internet has established itself as an important feature of modern information dissemination, especially in reference services, offered by Libraries in Nigeria. Unlike, the earlier years of Internet service, there is tremendous improvement in the use of the Internet to answer reference questions in the Nigerian Libraries now.

Reference service, according to William (1969) is the ability of reference librarian to translate the query into terms that can be met by a given reference source. He further defined reference service as the formalized provision of information in diverse forms by a reference librarian who is interposed between the inquirer and the available information source. This implies that reference books are critical variables as well as the reference librarian whose role is to interpret the sources in the light of the question asked towards the operation of reference services. Reference service is categories into Direct Reference Service and Indirect Reference Service. The Direct reference service which usually involves a person-to-person relationship, in which the librarian answers a user’s question commonly referred to as short range, while the Indirect reference service consists of behind the scene and is referred to as long range. It involves the preparation and development of catalogs, bibliographies, and all other reference aids which help in providing access to the library’s collections, and which extend the library services through co-operation with others. With the advent of Information Communication Technology (ICT) facilities, what used to be considered as long range type of reference service have been converted to short range type, depending on the skills and knowledge of the Librarian or the library client who may be searching for an information using the Internet. Kondrup (2002) in her report presented at the professional group, during the International Federation of Library Association (IFLA) conference in Glasgow, stated the important of Internet in reference service. She maintained that in a milieu without tradition or resources for printed bibliographies, the Internet can be used for reference work. It gives the librarians new possibilities and support searching of information by users.

 According to Robert, E. Hinson, Gifty, Adika and Seth, Buatsi (2005) quoting the work of Dawson (1995) entitled: “The History of Internet”, they noted that the Internet started in the late 1960’s and its original name was Advanced Research Projects Agency Network (ARPANET) which was formerly designed to be used for only the military in the United States, but as more institutions became interested in networking their computer systems, more sophisticated standards were developed. Sheldon (1996) elaborated that the Internet is a shared communication system and this means that many different communication sessions can take place over the same line at the same time. He explained that the Internet works by breaking down all information which needs to be transmitted into packets by sending computer and re-assembled by the receiving computer.

Consequently, the most difficult task for Internet users is navigation, that is, finding out what relevant files or what databases that exists and their location. Thus, several Internet services have been designed to improve file location and transfer and also aid information retrieval in general. These retrieval services include directories, search engines, meta-search engines and information gateways. The question is that are users aware of services associated with Internet? If not what are the librarians doing to enlighten them?

Statement of the Problem

There is lack of awareness, among users at the National Library of Nigeria of the capability and potential of the Internet. Hence the study was designed to find out the courses for this lack of awareness.

To find solution of this problem, the study adopted a way of providing answer to prescriptive ways of how Libraries and Librarians could educate users on the potential of Internet in delivery quick reference answers to clientele.

Aims and Objectives of the Study

The study examined the Internet users’ awareness at the National Library of Nigeria Internet café in the Reference Users Services Department. The study therefore:

1.    Examines the rate of awareness of Users of the associated Internet Reference Services as a new mode of reference service in National Library of Nigeria.

2.    Ascertained if there is any progress in the years under review and what brings about the progress

3.    Recommended easy ways to Libraries and Librarians on how to enlighten Users on the potential of Internet in Reference Services

Objectives

1.    To proffer solutions that will improve users’ awareness of Internet aided Reference Services at the National Library of Nigeria.

2.    To provide answers that will improve Internet aided Reference Services that will effectively satisfy the information needs of researchers

Literature Review

A numbers of empirical studies have been reported in the literature on reference service particularly since the beginning of Internet services in the developed and developing countries.

One of the most essential services the library renders is Reference service. According to Edoka (2000) in his work titled “Introduction to Library Science” argued that reference and information work is a pronounced component of overall library services. Based on this assertion, it has become necessary for Librarians to become curious about the information seeking behaviors’ and attitude of library users. Reference service by its virtue, is the core of research activities in a library. The need for research becomes important as a result of the changing environment in which reference service is being offered today in our libraries.

Hinson, Ebo Robert (2005). In his research “The perceptions of Internet usefulness amongst the Non-Traditional Exporters in Ghana,” showed that, Ghanaian Non-Traditional Exporters with the highest internationalization reckoned the most that the Internet was definitely useful in their exporting activities. Similarly, Non-Traditional Exporters (NTE) businesses, over 10 years, were the most certain about the fact that the Internet plays a key role in their exporting business, especially in their exporting relations in the West African sub-region. Fatima Darries (2004) in her work tilted: “Internet Access & Use in Reference Services in Higher Education Institute in South Africa, analyzed the impacts of the Internet in references services. The result of the study showed that all libraries surveyed have Internet access, and all but one provided access to their users. Librarians had access to the Internet for a longer period than their users. User Internet training tended to be on a one-to-one basis at the point-of-use. The majority of librarians had attended formal Internet training programmes. The majority of libraries provided electronic reference via e-mail and the library web site, but these were characterized by low usage. Libraries lacked adequate computer facilities and. consequently, provided limited Internet access to students. Librarians have integrated the Internet as an information tool, but have not fully exploited what the Internet offers.

Robert, Ebo. Hinson, Adika Gifty and Seth Buats (2005) investigated the use of the Internet amongst the academic staff of the University of Ghana. The results showed that academic staff makes use of educational databases, and the performances of searches in locating information. They also make use of electronic mail, the World Wide Web, companion lecturing websites and professional article databases in conducting research and teaching.  Electronic mail according to the study is the most commonly used tool in research whilst educational databases are the most used tools in teaching.

A lot of Internet usage studies have been done in Europe, Australia and the United States. Applebee, A. C., Clayton, P. and Pascoe, C. (1997) studied 243 academics staff of Canberra University, Australia on what ways and in what proportion academics were making use of the Internet and indicated some problems that have become barriers against better use. They also studied some demographic characteristics and found differences in Internet use of academics by faculty and gender. Perry T., Perry, L. A. and Hosack-Curlin, K. (1998) studied 548 students in 21 classes at three south-eastern universities in Australia to determine whether differences in Internet use exist among various age groups. They produced evidence of regular Internet use by university students in all age groups and found little difference regarding the students’ predictions of Internet use in the future. Palvia, S., Lai, L. T. Poh, T. L., Soh, C. E and Wong, P.I. (1995) examined Internet awareness and usage at Singapore universities.

Much research has been conducted on the Internet’s impact, awareness and usage at universities in developed countries, but not a great deal has been done in developing countries especially in Nigeria where Internet usage become available since 1980s.

Dickson (2004) find out students’ perceptions of reference service in Adekunle Ajasin University Library. The study revealed that respondents have little or no knowledge of other service rendered in the library besides reader’s services. This study prompted the conduct of such research.

This study has particular value in reporting the existing awareness of users of the Internet in National Library of Nigeria the earlier and later years of the introduction of the service. In assisting to point out the ways in which the Internet’s potential can be utilized to provide an effective and efficient reference services in the Nigerian libraries.

Methodology

In view of the fact that this study intended to find out users’ awareness of Reference Service associated with the Internet in the earlier and later years of the introduction of the service at the National Library of Nigeria, it is considered desirable to choose an appropriate method. On this basis, the study employed the use of random sampling, by the use of a subset of the total respondents. Two questionnaires where served to respondents at different interval in between respectively.

National Library of Nigeria has a population of users of 3, 636 and a subset of 200 respondents out of the total population was used for the study. The questionnaire was designed and pretested. The questionnaire also has an open-ended question to enable respondents to comment freely on the aspects of the Internet Reference services that they know. The two hundred questionnaires were administered to the users of the Internet at the Reference and Users Department of the Library. Out of the 200 questionnaire administered 180 (90%) and 185 (92.5%) were duly completed and returned in different interval respectively. The average of 180 was taken as the benchmark for the study.

Analysis and Findings

Table 1: Distribution of Respondents by time/purpose of coming to use the Internet

S/N	Time/Purpose	Frequency	Percentage (%)
a.	Close to examination period	2	1
b.	Examination period only	0	-
c.	When there is an assignment to be done	46	26
d.	When I want to conduct a research	121	67
e.	When I want to find quick information	9	5
f.	No response	2	1
Total		180	100

The findings showed 121 respondents, 67% of the total sample population used the Internet when they want to conduct research. Forty six (46) or 26% used the Internet when they want to do assignment. Nine (9) representing 5% used the Internet when they want to find information and two (2) used the Internet when examination is approaching. This indicates that the greater number of respondents used the Internet when they want to conduct research.

Table 2: Distribution of Respondents by Awareness of the services associated with the Internet aided Reference Service in the earlier years

S/N	Available Internet Reference Services	Frequency	Percentage (%)
1.	E-mail	90	50
2.	On-line Dictionary	12	6.7
3.	On-line Encyclopedia	10	5.6
4.	Search Engines	14	7.8
5.	Subject Gateways	7	3.9
6.	Usenet	13	7.2
7.	Chat/voice over the Internet	28	15.6
8.	Blogs	2	1.0
9.	Wikipedia	4	2.2
	Total	180	100

To ascertain sample population awareness of the associated references services on the Internet in the earlier on. As shown in table 2, Ninety or 50% of the total respondents indicated their awareness of Electronic mail (e-mail), while twenty eight or 15.6% indicated awareness on chat/voice over the Internet. In National Library of Nigeria the library of the highest standing in Nigeria all the services listed in the table are available, though some may be pronounced than others. Only few respondents indicated their awareness of all the services associated with the Internet in the library. Apparently, most of the respondents do not have the knowledge of all the services associated with the Internet. The only service that there is high awareness was the e-mail because most respondent come to the library to check and send e-mail.

Table 3: Distribution of Respondents by Awareness of the services associated with the Internet aided Reference Service now

S/N	Available Internet Reference Services	Frequency	Percentage (%)
1.	E-mail	50	27.7
2.	On-line Dictionary	15	8.3
3.	On-line Encyclopedia	15	8.3
4.	Search Engines	25	13.9
5.	Subject Gateways	20	11.1
6.	Usenet	10	5.6
7.	Chat/voice over the Internet	25	13.9
8.	Blogs	10	5.6
9.	Wikipedia	10	5.6
	Total	180	100

Ascertaining respondent awareness of the associated references services on the Internet in the later years. As shown in table 3, fifty or 27.7% of the total respondents indicated their awareness of Electronic mail (e-mail), while twenty five or 13.9% indicated awareness on search engines. In National Library of Nigeria the library of the highest standing in Nigeria all the services listed in the table are available, though some may be pronounced than others. The sample population indicated their awareness of all the services associated with the Internet in the library as the year progresses.

Table 4: Distributions of Respondents by ways in which they make use of the Internet

S/N	Various ways of accessing the Internet	Frequency	Percentage (%)
1.	Consulting Librarian(s) at time of accessing the Internet	5	2.8
2.	Consulting any library staff	20	11.1
3.	Visiting the Internet café with awareness of different services	15	8.3
4.	Visiting the Internet café without awareness of different services	85	47.2
5.	No response	55	30.6
	Total	180	100

The findings revealed in table 3, that 47.2% indicated going to the Internet café without awareness of the different reference services associated with Internet. 11.1% or twenty respondents consult with any library staff. Five or 2.8% also consult with the reference librarian. While 30.6% or fifty five declared to respond. The number of respondents who actually know that the way of obtaining reference service is by consulting the Reference Librarian is very low five or 2.8%

Discussion

The findings, revealed, in table 1, that 121 sample population representing 67% of the total respondents come to conduct research in the library, while forty six or 26% used the Internet for assignment purposes. To ascertain the respondents’ awareness of Internet aided Reference services, as shown in Table 2, Ninety or 50% of the total respondents indicated their awareness of Electronic mail (e-mail), while twenty eight or 15.6% indicated awareness on chat/voice over the Internet.

As years progresses more and more respondents became aware of some services associated with the Internet as shown in table 3. This could be traced due to some users’ education and the consultation made to the reference librarians.

Table 4 shows the distributions of consultation made by users in using the Internet services in the library. It is quite obvious that users’ awareness of Reference services associated with the Internet is low. It could be concluded that the majority of sample population do not know the existences of various Reference services associated with Internet and the ways to obtain information is by consulting the Reference Librarians, this accounts for the high rate of no response.

Recommendation

Form the foregoing, an improvement on users’ education and Internet reference awareness programme is urgently desired. Lack of meaningful user education programme in many libraries in Nigeria contributes to the unawareness of these services associated with Internet. The library should evolve a comprehensive and intensive user education and library programme that will expose users of the various reference services associated with Internet

Instruction in the use of the Internet backed up with practical, should be included as part of current awareness programme of the library

Moreover, an Internet aided reference guide should be provided to guide the users on how to use Reference materials associated with Internet

Lastly, Reference  Librarians, should be more aggressive in discharging their duties by interacting more closely with users to identify their information needs in the library, bearing in mind that most Internet users come with different methods of researching information.

Conclusion

One major and important conclusion that can be drawn from this study is that most of the sample populations are not aware of the various reference services and materials associated with the Internet in the earlier years of the introduction of the service. Also it is evident that most of the respondents who come to the Internet café have not been requesting for assistance and guide from the Reference Librarians. It is also revealed in the study that the respondents make use of the Internet for e-mail. It is therefore a challenge for Reference Librarians to pick as duties of enlightening their client to maximize the benefits of Internet services in the library.

Appendix I

Dear Sir/Madam

QUESTIONNAIRE

This survey is being undertaken to support the finding on Awareness of Internet Aided Reference Services in National Library of Nigerian Internet Café. The objective is to find out the awareness or otherwise of clientele in the use of Internet Aided Reference service with a view to improving the service.

Your co-operation in completing this survey would be highly appreciated.

(Please tick mark [√] where necessary)

Bio-Data

1.    Name: ………………………………………………………………………………………

2.    Sex:          Male   □     Female □

3.    Status:     Teacher        □    Student        □    Any other     □

4.    How long have you been using the Internet?

Less than 6 months □  6months-1year □ 1-2 years 2-4 years □ Any other □

5.    Methods of learning Internet Skills

Trial & error method □ Guidance form colleagues and friends □ Training form college □ External course □ Guidance by Reference Librarian □

6.    When do you use the Internet?

Examination period only □  When there is an assignment □ When I want to conduct research  □ When I want to find quick information □

7.    Which of the following Internet Services are you aware of its existence?

E-mail:  □ Usenet Chat/voice over the Internet  □  Search engines  □      Blogs □   Subject gateways □ All □

8.    Which of the following Internet resources are you aware of its existence in National Library of Nigeria Internet café?

On-line Dictionary  □ On-line encyclopedia   □  Wikipedia □ All □

9.    Please indicate your preference of the following services being provided on the Internet with reference to awareness

E-mail □  World Wide Web □ Search Engines □ Subject Gateways □

Chatting □  Usenet □  All □

10. Ways of accessing the Internet Aided Reference service

Consulting with librarians at time of accessing the Internet □

Consulting with any library staff □

11. Accessing the Internet with awareness of different service

Visiting Internet café with awareness of resources □

Visiting Internet café without awareness of resources □

Thank you for your time and co-operation

Yours faithfully,

Ibrahim Usman Alhaji

Senior Librarian

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