1.0 Introduction
1.1 Background of Study
Information and Communication Technology (ICT) has revolutionized the provision of library services globally, enabling efficient information retrieval, storage, and dissemination. Libraries, which traditionally relied on manual reference services, are increasingly integrating ICT tools to enhance accessibility and improve service delivery. According to Ani and Edem (2020), ICT plays a crucial role in modern libraries by providing users with access to digital catalogs, online databases, and virtual reference services, reducing dependence on physical resources.
In Nigeria, the adoption of ICT in libraries has significantly impacted reference services, particularly in academic and research institutions. The shift from print-based to electronic information resources has improved the speed and accuracy of reference services, allowing users to access vast collections remotely (Eze & Uzoigwe, 2021). With the introduction of automated cataloging, online public access catalogs (OPAC), and digital repositories, library users can now search for and retrieve information with ease. However, despite these advancements, many libraries in Nigeria still struggle with inadequate ICT infrastructure, erratic power supply, and insufficient funding, which hinder the full utilization of digital reference services (Nwosu & Okeke, 2022).
According to Omekwu (2019), the role of ICT in reference services extends beyond information retrieval to include user education, interactive assistance, and digital literacy training. Librarians now utilize virtual communication tools such as email, chat services, and video conferencing to provide real-time assistance to users (Omekwu, 2019). These innovations have bridged the gap between librarians and users, making information services more accessible and efficient. However, a significant challenge remains in ensuring that both library staff and users possess the necessary digital skills to navigate ICT-based reference services effectively (Ajayi, 2020).
Information and Communication Technology (ICT) refers to the various digital tools, resources, and systems used to handle information and communication processes. According to Ajayi (2020), ICT encompasses technologies such as computers, the internet, telecommunication networks, and software applications that facilitate information storage, retrieval, and dissemination. In the context of library services, ICT has significantly transformed reference services by enhancing access to information, streamlining research processes, and improving user experience.
The provision of reference services in libraries according to Omekwu (2019) involves assisting users in locating and utilizing relevant information resources to meet their academic, professional, or personal needs (Omekwu, 2019). Traditional reference services primarily relied on physical interactions between librarians and users, but with advancements in information and communication technology, libraries in Nigeria are increasingly integrating digital tools to improve service delivery. Online databases, digital repositories, virtual reference services, and automated cataloging systems have revolutionized the way information is accessed and managed, making reference services more efficient and user-friendly (Eze & Uzoigwe, 2021). Despite the benefits of ICT in reference services, Nigerian libraries face several challenges, including inadequate infrastructure, limited funding, and a lack of digital literacy among users and library staff. According to Nwosu and Okeke (2022), many libraries struggle with unreliable internet access and outdated ICT facilities, which hinder the full potential of digital reference services. Therefore, this study explores the role of ICT in the provision of reference services to library users in Nigeria.
1.2 Statement of Problems
Investigation revealed that the role of Information and Communication Technology (ICT) in the provision of reference services to library users in Nigeria is crucial, yet its full potential remains unrealized due to persistent challenges. Libraries are expected to provide accurate and timely information to users, but many institutions struggle with outdated infrastructure, inadequate funding, and limited access to digital resources (Nwosu & Okeke, 2022). While ICT is supposed to enhance efficiency, the reality is that many Nigerian libraries lack the necessary technological tools and stable internet connectivity to support seamless reference services.
A major concern is the digital divide, which results in uneven access to ICT facilities among library users. Many rural and public libraries are still operating with traditional reference methods, making it difficult for users to benefit from digital resources and online reference services (Eze & Uzoigwe, 2021).
Additionally, sustainability is also a challenge, as many libraries face difficulties in maintaining ICT facilities due to inconsistent funding and policy gaps. Government initiatives such as the Nigerian Virtual Library Project were introduced to promote ICT in libraries, but poor implementation and lack of continuous investment have hindered their success (Ajayi, 2020). Many libraries receive insufficient financial support to upgrade their ICT infrastructure, leading to frequent system failures, outdated databases, and limited digital collections.
Furthermore, many library staff members are not adequately trained to utilize digital tools effectively, leading to underutilization of available resources (Ani & Edem, 2020). Users, on the other hand, often lack the skills to navigate digital catalogs, access e-books, or use virtual reference platforms, which limits their ability to fully engage with ICT-based reference services. Without proper training and continuous capacity building, ICT integration in library reference services remains ineffective. It is against the backdrop that this study seeks to address these problems by exploring the current state of ICT adoption, identify challenges affecting its implementation, and propose strategies for enhancing ICT-based reference services in Nigerian libraries.
1.3 Aim and Objectives of Study
The aim of this study is to examine the role of Information and Communication Technology (ICT) in the provision of reference services to library users in Nigeria, highlighting its impact, challenges, and potential solutions for effective implementation. The objectives of this study are to:
- Investigate the extent to which ICT is integrated into reference services in Nigerian libraries.
- Identify the benefits of ICT in enhancing reference service delivery to library users.
- Examine the challenges hindering the effective use of ICT in providing reference services.
- Assess the level of ICT literacy among librarians and library users in Nigeria.
- Explore strategies for improving ICT-based reference services in Nigerian libraries.
1.4 Research Questions
Based on the stated objectives, the following research questions are designed to guide the study on the role of ICT in reference services provision to library user in Nigeria:
- To what extent is ICT integrated into reference services in Nigerian libraries?
- What are the benefits of ICT in enhancing reference service delivery to library users?
- What challenges hinder the effective use of ICT in providing reference services?
- What is the level of ICT literacy among librarians and library users in Nigeria?
- What strategies can be implemented to improve ICT-based reference services in Nigerian libraries?
1.5 Research Hypothesis
Based on the stated objectives, the research study formulates the following hypotheses:
Hypothesis One
- H0: Challenges such as inadequate funding, poor infrastructure, and low digital literacy do not hinder the effective use of ICT in providing reference services
- H1: Challenges such as inadequate funding, poor infrastructure, and low digital literacy hinder the effective use of ICT in providing reference services
Hypothesis Two
- H0: The level of ICT literacy among librarians and library users do not significantly affects the utilization of ICT-based reference services.
- H1: The level of ICT literacy among librarians and library users significantly affects the utilization of ICT-based reference services.
1.6 Significance of Study
The outcome of this research will benefit librarians by identifying gaps in ICT literacy and recommending training programs that will enhance their ability to provide effective digital reference services. Library users will also benefit from improved ICT-based services that will facilitate faster and more accurate information retrieval, thereby enhancing their research and learning experiences.
Additionally, policymakers and government agencies will find this study useful in formulating policies that will strengthen ICT infrastructure in libraries. It will encourage schools and universities to invest in ICT infrastructure, ensuring that students and researchers have access to up-to-date and well-organized reference materials.
Furthermore, the study will serve as a reference for future researchers exploring information and communication technology adoption in library services. It will provide a foundation for further studies on innovative ways to integrate technology into library operations, ensuring continuous improvements in reference service delivery.
1.7 Scope of Study
This study focuses on the role of ICT in the provision of reference services to library users in public university libraries in Lagos State, Nigeria, with a particular emphasis on the University of Lagos Library. The study will examine the extent of ICT integration, the benefits of ICT in reference service delivery, challenges affecting its effective use, and strategies for improvement.
The research will cover various ICT tools and platforms used in reference services, including digital databases, online catalogs, virtual reference desks, and electronic resources. It will also assess the level of ICT literacy among librarians and library users, evaluating how their proficiency impacts the quality of services provided.
1.8 Limitations of the Study
The limitations of this study were primarily related to insufficient data on the detailed impact of insurance services on business survival in Nigeria. Also, frequent power failures hindered the smooth progress of the study, especially during data collection and analysis, as many business owners and insurance providers were unable to participate in surveys and interviews due to unreliable electricity supply.
Furthermore, there was a considerable delay in receiving responses from the respondents, which slowed down the overall timeline of the study. Additionally, financial and time constraints posed challenges in reaching a broader sample size, limiting the ability to cover more businesses across different states in Nigeria.
1.9 Definition of Terms
Information and Communication Technology (ICT):
ICT refers to the various digital tools and systems used to store, retrieve, transmit, and manipulate information (Ojedokun, 2020). In the context of libraries, ICT enhances reference services by providing access to electronic databases, digital catalogs, and online inquiry platforms.
Reference Services:
Reference services are personalized library services aimed at assisting users in locating and utilizing information resources effectively (Aina, 2019). With the integration of ICT, these services have evolved to include virtual reference desks, online consultations, and automated search tools.
Library User:
A library user is anyone who accesses library resources and services for research, academic, or personal information needs (Ifidon & Okoli, 2018). The introduction of ICT has expanded access beyond physical visits, allowing users to engage with digital collections remotely.
Digital Reference Services:
Digital reference services involve the use of ICT to provide real-time or asynchronous assistance to library users via chat, email, or video consultations (Buckland, 2021). These services improve response time and enhance the efficiency of reference librarians.
Library Automation:
Library automation is the application of ICT in managing library operations such as cataloging, circulation, and reference services (Kumar, 2020). Automation streamlines processes, reducing manual workload and improving access to information.
Electronic Resources (E-resources):
E-resources include digital books, journals, databases, and other online materials that provide access to scholarly information (Tenopir et al., 2019). These resources enhance reference services by offering a wider range of materials beyond physical collections.
…
