1

DOGARA KUDU

REFERENCE AND INFORMATION SERVICES DELIVERY

IN ACADEMIC LIBRARIES IN NASARAWA STATE OF

NIGERIA

FACULTYY OF EDUCATION

DEPARTMENT OF LIBRARY AND INFORMATION

SCIENCE

AVER KELVIN .M

Digitally Signed by: Content manager’s Name

DN : CN = Webmaster’s name

O= University of Nigeria, Nsukka

OU = Innovation Centre

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TITLE PAGE

REFERENCE AND INFORMATION SERVICES DELIVERY IN ACADEMIC

LIBRARIES IN NASARAWA STATE OF NIGERIA

BY

DOGARA KUDU

PG/MLS/O8/49463

A PROJECT SUBMITTED IN PARTIAL FULFILLMENT OF REQUIREMENTS FOR

THE AWARD OF THE MASTERS’ DEGREE (MLS) IN LIBRARY AND

INFORMATION SCIENCE

DEPARTMENT OF LIBRARY AND INFORMATION SCIENCE

UNIVERSITY OF NIGERIA, NSUKKA

SUPERVISOR: DR V.N. NWACHUKWU

OCTOBER, 2011

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APPROVAL PAGE

This work by Dogara Kudu, (Registration Number PG/MLS/08/49463) has been approved for

the Department of Library and Information Science by:

………………………………….. ………………………………

DR. V.N. Nwachukwu Prof. V .W. Dike

(Supervisor) (Head of Department)

………………………………… ……………………………

Internal Examiner External Examiner

…………………….

Prof. S.A. Ezeudu

(Dean of Faculty)

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CERTIFICATION PAGE

DOGARA, KUDU, a postgraduate student in the Department of Library and Information Science

with Registration Number PG/MLS/08/49463, has satisfactorily completed research

requirements for the award of master in Library and Information Science. The work embodied in

this project is original and has not been submitted in part or in full for another degree of this or

any other University.

…………………………………… ……………………………

Dogara kudu Dr. V.N. Nwachukwu

(Student) ( Supervisor)

Date………………….. Date……………..

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DEDICATION

This research work is dedicated to my Late Grandmother Mrs. Anvushu Akwashiki of blessed

memory.

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ACKNOWLEDGEMENTS

I am sincerely grateful to the Almighty God who saw me through the thick and thin

process of my academic pursuit. I also want to acknowledge the effort of my indefatigable

supervisor Dr. V.N. Nwachukwu for his doggedness in corrections, advice and endurance to

ensure the quality of this work. To my content reader, Dr. Reuben Ozioko, my design reader

Mrs. Ngwuchukwu, my validators, Dr. Mole. A.J.C. Dr. and Ezeani C.N .and my gratitude goes

to the many authors whose works guided me in writing this work.

I will also want to acknowledge the Head of Department of Library and Information

Science Prof. V.W. Dike for her motherly advice to us during this course, Dr. Ekere for his

corrections and advice during my proposal, and also to Dr. Omeje . My appreciation goes to my

wife Mrs. Damaris Dogara and my daughter, Gift Dogara for their support and endurance

throughout the period of these academic activities. I shall not forget my friend Mr. Innocent

Adayi for his concern, encouragement and contribution towards this work, and to all my

colleagues who the bond of education has brought us together as one family, 2008/2009 session

during the academic exercise

Finally I appreciate the effort of Miss. Abugu Ifeoma who typeset the work and my

gratitude goes to all staff of Library and Information Science Department of University of

Nigeria Nsukka and others who contributed in one way or the other to sustain the quality of this

work.

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ABSTRACT

The main purpose of this study is to examine the reference and information services delivery in

academic libraries in Nasarawa State. To Achieve this, six research objectives were drawn

which include; to indentify reference and information services provided in academic libraries in

Nasarawa State; find out resources available for reference and information services in these

libraries ; Identify methods used for reference and information services delivery in academic

libraries in Nasarawa State; ascertain effectiveness of reference and information services in

academic libraries in Nasarawa State ; determine hindrances to reference and information

services delivery in academic libraries in Nasarawa State and suggest strategies for effective

reference and information services delivery in academic libraries in Nasarawa State. The study

employed the survey research design. Users sample population of 272 and total staff population

of 7 constituted the sample for the study. Two sets of questionnaire made up of 61 items each and

observation checklist were the instruments used to collect data which were presented in tables

and analyzed using frequencies, percentages and the mean. Findings revealed that current

Awareness services, Selective Dissemination of Information, Indexing and Abstracting were the

major reference services provided with 3.16, 3.09, 2.82 and 2.70 respectively. Online catalogue

and indeed ICT facilities were not available for reference and information services with 2.15 and

38.4 .To redress the ugly situation, recommendations were proffered, some of which include;

improved funding, regular evaluation of reference and information service, provision and

application of ICT facilities in reference services.

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TABLE OF CONTENTS

Table of Contents - - - - - - - - - - i

Approval Page - - - - - - - - - - ii

Certification Page - - - - - - - - - - iii

Dedication - - - - - - - - - - - iv

Acknowledgement - - - - - - - - - - v

Table of Contents -- - - - - - - - - - vi

CHAPTER ONE: INTRODUCTION

Background to the Study - - - - - - - - 1

Statement of the Problem - - - - - - - - - 7

Purpose of the Study- - - - - - - - - - 8

Research Questions - - - - - - - - - - 9

Significance of the Study - - - - - - - - - 9

Scope of the Study - - - - - - - - - - 10

CHAPTER TWO: REVIEW OF LITERATURE

Conceptual framework, - - - -- - - - 11

An Overview of the Concept of Reference services in Libraries - - - - 14

Reference and Information Services offered in Academic Libraries - - - 17

Resources Available For Reference and Information Services in Academic Libraries- 21

Effectiveness of Reference and Information Service Delivery in Academic Libraries- 28

Method Used for Reference and Information Services Delivery- - - 29

Hindrances to Effective Reference Services - - - - - - 30

Strategies for Effective Reference and Information Services in Academic Libraries- 34

Review of Empirical Studies - - - - - - - - 37

Summary of Literature Review - - - - - - - - 41

CHAPTER THREE: RESEARCH METHODS

Research Design - - - - - - - - - - 43

Area of the Study - - - - - - - - - - 43

Population - - - - - - - - - - - 44

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Sample and Sampling Technique- - - - - - - - 44

Instrument for Data Collection - - - - - - - - 45

Validation of the Instrument - - - - - - - - - 45

Method of data collection - - - - - - 46

Method of Data Analysis - - - - - - - - - 46

CHAPTER FOUR: PRESENTATION OF DATA- - - - - 48

Table 1 - - - - - - - - - - 49

Table 2 - - - - - - - - - - 50

Table 3 - - - - - - - - - - 51

Table 4 - - - - - - - - - - 52

Table 5 - - - - - - - - - - 53

Table 6 - - - - - - - - - - 54

Summary - - - - - - - - - - 55

CHAPTER FIVE: DISCUSSION AND CONCLUSION

Discussion of the Findings - - - - -- - - - - 56

Implications of the Study - - - - - - - - - 65

Recommendations - - - - - - - - - - 66

Limitations of the Study - - - - - - - - - 67

Suggestion for Further Research - - - - - - - - 67

Conclusion - - - - - - - - - - - 68

REFERENCES- - - - - - - - - - 70

Appendix A- - - - - - - - - - - 74

Appendix B - - - - - - - - - - 78

Appendix C - - - - - - - - - - - 83

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CHAPTER ONE

INTRODUCTION

Background to the Study

Nigeria has over the past few decades embarked on various areas of human endearvour that

would bring about development educationally, economically, socially, culturally and

technologically.

The role information plays in the development of individuals, organizations, institutions and

the Nation has effectively placed it as a very vital commodity. The benefits are only seen when

the right information is provided the user at the right time. Valid information is the key to

knowledge which is a pre-requisite for any form of development. That is why the value of any

institution whose main duty is to disseminate information is by all reasons immeasurable in any

growing nation; this information usually comes in various formats like books and non books

depending on the nature of the users. Users normally come into library with varying information

needs which ranges from directional guidance to in-depth bibliographic search. Akinade(2000)

states that, the expectation of people when they visit the library to source for and retrieve

information are always high. Therefore, when the expectations are not met, the disappointment

and frustration that follow can be just as high. Hence Libraries are not only willing to give help

to individual readers; they consider the assistance as an important aspect of their responsibility to

the users and justification for their training.

Academic libraries in its generic term refer to all the Libraries that exist in institutions of

higher learning. Their major aim is to provide the curricular educational needs of the students as

well as to support the teaching staff in their up-to date materials required for their teaching.

Edoka(2000) defines academic libraries as “Libraries that exist in institutions of higher education

such as universities, colleges of education, colleges of technology and polytechnics”. These are

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largely tertiary education institutions usually available after secondary education. There are

variations in the extent of higher education, some colleges focus almost entirely on curricular

needs. Universities in particular usually go beyond this to emphasize research and the interest of

the wider population.

In general the functions of academic libraries are as follow.

i. To provide information materials required for academic programs of the parent

institution.

ii. To provide research information resources in consonance with the needs of faculty and

students.

iii. To provide information resources for recreation and personal development of users.

iv. To provide study accommodation in useful variety of locations

v. To provide protection and security for these materials

vi. To cooperate with other libraries as appropriate for improved information services.

vii. To provide specialized information services to appropriate segment of the wider

community

The direction and extent of these functions in any given academic library are largely

determined by the nature of academic programs of the parent institution. The prime obligation of

an academic library is to provide appropriate information resources for study and research to the

members of its own institution. Library operations generally are by nature, service oriented, this

is reflected in the referral services rendered by libraries considering the role academic libraries

play in provision of information resources that will support the academic objectives of the

institution particularly in the areas of learning, teaching and research . In this study the academic

library is viewed as libraries attached to universities, colleges, polytechnics serving the teaching,

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learning and research needs of students and staff. Hence services expected of academic libraries

include, user education services, inter-library services, abstracting services, cataloguing service,

reprographic services, bibliographic services, circulation services, reference services and

information services.

Reference service is one of the basic services provided in the library and indeed

information center, and here lies the root of librarianship. It is also considered as the most

interesting and stimulating of library services, aspects that arouse all sense of professionalism in

the practitioner because it involves the interaction between the reference librarian and the library

users. Ifidion (1979) defines reference work\services as the personal assistance given by

librarians to individual readers who are in pursuit of information. This involves not only locating

the materials where the required information can be found but also locating the information and

sorting out what information is relevant from the mass of information Aboyade ( 1983) opined

that reference services in any library is a sum total of all library activities aimed at facilitating

the use of the library and its resources. Reference services are the formalized provision of

information in diverse forms by reference librarians, who is an intermediary between the

questioner and the available information resource. Hence reference services take place between

the questioner, reference librarian and information resources.

For the purpose of this study, a reference service is defined as the ability of a reference

librarian to strive within and outside available resources to provide answers to reference queries.

Hence, reference and information services rendered in academic libraries include: Abstracting

services, Indexing services, photocopying services, Information services, Selective

Dissemination of Information (SDI) and Users Instruction services. The resources for these

reference and information services may include Dictionaries, Encyclopedias, Directories,

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Manuals and Handbook, Maps, Bibliographies, Biographies, Yearbooks, Almanacs and online

resources. However the methods employed in rendering these services in academic libraries are :

Answering of query, Telephone, Fax, E-mail, internet, Readers advisory services, verification,

Referral services, Inter-library loans, Selective Dissemination of Information (SDI), Data base

searches and Library Instructions programme.

The concept of information services according to Kumar (1982) is the provision of

information on demand which indicates that a user who makes a specific request will be

provided answer to his query on demand. It is also the provision of information in anticipation

which hopes to keep the users well informed and up to date in their field of specialization and in

related subjects. He further classified that, the information aspects of the library is not that of

propaganda, but that of generating, collecting, synthesizing and disseminating up –to- date,

accurate, unbiased and relevant information available in a variety of formats, which can be stored

and retrieved whenever needed.

The role of reference and information librarian is extremely important. A good reference

and information librarian is bound to encourage the use of academic libraries by acting as an

intermediary between users and information and able to bring efficient flow of resources and the

seeker together without waste of time. The academic library is to provide reference and

information services to users (lecturers, students, Researchers) who rely solely on the libraries

for their desire and needed information in advancing knowledge. Therefore, the reference

librarian is expected to possess a wide range of intellectual skills and desire to assist users, flair

for organizing document, ability to search literature, to communicate fluently and adequate

knowledge of the resources. Grogan (1992) states that “library users, if helped by the reference

librarian will be able to get better value from a library collection than they could on their own”.

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The natures of reference and information services vary from one type of library to

another. The nature differs due to the kind of clientele to be served and the objectives of the

library to be fulfilled. In academic libraries reference and information services are attached great

importance to instruction in the use of the library. A lot of assistance in the provision of

information is given to students and researchers who constitute the bulk of academic library

users.

In spite of these paramount roles of reference and information services academic libraries

are battling with hindrances of poor funding, inadequate trained personnel, inadequate and

outdated reading materials, poor handling of users instruction services and lack of technology

application in reference and information services. These hindrances have no doubt constituted a

great challenge to academic libraries in achieving their objectives. However, Olanloku (2003),

Utor (2004), Igbo (2006) and Madu (2008) observed the following strategies for enhancing

effective service delivery: provision of the state- of –the art library and information services,

provision of an improved reference and information services, provision of adequate finance,

training and retraining opportunities for reference staff, acquisition of current reference resources

and the provision of compulsory users instruction services to all categories of the library among

others. These strategies if adopted, the academic library will achieve effective reference and

information service delivery.

However, observation shows that reference and information services vary in terms of

service and practices among academic libraries in Nasarawa State.

Nasarawa state universities keffi was established in January 2002 by the then civilian

Governor, Abdullahi Adamu. The University started with three faculties, but at present the

University has 7 Faculties and 37 programme, namely Faculty of Arts with seven programme,

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Faculty of Arts 5 programmes, Faculty of Social Science 9 programme, Faculty of Natural

Science 9 programme, Faculty of Education 8 programme, Faculty of Law 1 programme, Faculty

of Administration 3 programme and Faculty of Agriculture 5 programme. The library provide the

following services: Media services, Circulation Services, Serial Services, Reserve and special

Loans Services, Reference and Information Services, Binding Services and Internet Services, the

library seem to have improved services because it has at least one qualified and other supporting

staff, and the presence of ICT Centre also gives a good image for the library.

The College of Education Akwanga was established in the year 1977, with the following

colleges: College of Arts, College of Science, College of Social Science, College of Education,

College of Languages and Vocational Technical Education. The library comprises the following

Departments: Administration, Acquisition Department, Cataloguing Departments, Circulation

Department, Serial Department, Reserve Department, Reference and Information Services.

This Library seems to have the problems of under staffing and coupled with the small size of the

section, the reference service seems to suffer neglect.

While the Nasarawa State polytechnic Lafia was established on 15th August 2000,the

polytechnic started with the following schools, School of Basic and Remedial Studies, School of

Business Administration, School of General Studies, School of Science and Technology and

presently the Institution added School of Environmental Science. The Library offers services

such as indexing services, Abstracting services, Circulation Services, Reserved Services,

Computer services Reference services and Binding Services. The Library seems to be better in

terms of Stocks, staff, facilities and service delivery.

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It is in view of the above that the researcher is carrying out a project on reference and

information services delivery in academic libraries in Nasarawa State with a view to ascertaining

the status of these services visa viz the stipulated standard.

Statement of the Problem

The Reference and information services of an academic library play very crucial and

critical roles in presenting a good image of the library, and the provision of equitable, timely and

accurate information delivery services. The library provides solutions to both academic and

personal problems which are made available by the reference and information services librarian

who is ready at all times with answers to queries in almost every field.

In spite of the importance attached to reference and information service delivery, it has

been observed that academic libraries in Nasarawa State seem not to recognize the vital role of

this services, which shows that users of these libraries are not making use of these reference

resources for their academic nourishment rather they look out or patronize other information

centers and books outside the libraries for their information needs. Furthermore, it appears that,

users available in these libraries also find it difficult to locate and make effective use of these

information materials, which may be due to lack of knowledge about the reference resources and

services.

Also these libraries seem to be bedeviled with myriad of problems. These include: poor

reference services as a result of unqualified personnel, poor handling of users instruction

programme, inadequate funding, Insufficient reading materials, outdated reference tools,

Inadequate accommodation and lack of modern technology application in reference and

information services, these have exposed the pathetic situation found in academic library

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services especially reference and information services in Nigeria particularly Nasarawa State

academic libraries.

Others scholars have researched into the problems of reference services, assessment of

reference services in academic libraries, evaluation of reference resources and services of public

libraries and appraisal of reference services in public libraries but non has researched into the

reference and information service delivery in academic library in Nasarawa State. It is against

these backdrops that the researcher has embarked on this study to fill in the gap. Hence the

problem of the study.

Purpose of the Study

The main purpose of this study is to examine the reference and information services of

academic libraries in Nasarawa State. Specifically the study sets to:

1. Identify reference and information services provided in academic libraries in Nasarawa

State.

2. Find out resources available for reference and information services in these libraries.

3 Identify methods used for reference and information services delivery in academic

Libraries in Nasarawa State

4 Ascertain effectiveness of reference and information services in academic libraries in

Nasarawa

5 Determine hindrances to reference and information service delivery in academic libraries

in Nasarawa state.

6 Suggest strategies for effective reference and information service delivery in academic

libraries in Nasarawa State.

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Research Questions

The study will be guided by the following research questions:

1 What are the reference services and information services provided in academic libraries in

Nasarawa State?

2. What reference and information resources are employed in rendering reference services to

Users in academic libraries in Nasarawa State?

3 what are the methods used for reference and information service delivery?

4 How effective are reference and information services in academic libraries in Nasarawa

State?

5 What are the hindrances to reference and information services in academic libraries in

Nasarawa State?

6 What strategies can be adopted to enhance effective reference and information services in

Academic libraries in Nasarawa State?

Significance of the Study

The findings of this study will be significant to the following: Administrators of

academic libraries, Librarians, Students and Researchers.

In specific terms the researcher hoped that the result of the finding will help the

administrators of these academic libraries in planning for an improved services as well as

formulation of written down policies guiding reference and information services in their

institutions.

It is also hoped that the study will help librarians to make a case for improved funding of

libraries to enable them stock adequate and relevant collections and accommodation for

reference and information service delivery. In addition users of the libraries will have a better

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reference services through the reorientation of reference librarians. This is following the

adoption of the recommendations that shall be made in this study. It is also hope that the finding

will also help in revealing the problems militating against the performance of reference services

of academic libraries of Nasarawa State.

Finally, it is hoped the study will add to the existing literature in the area of reference and

information services in academic library in Nasarawa State and the result of the study will serve

as a reference source tot students and researchers, who will embark on similar studies in this area

in future.

Scope of the Study

The study is limited to Nasarawa State in terms of geographical scope. In terms of

content scope the study will examine reference and information services in academic libraries in

Nasarawa State. It will cover reference and information services provision, resources for

reference and information services, method used for reference and information services,

effectiveness of reference and information services, hindrances to effective reference and

information services and strategies for effective reference service

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CHAPTER TWO

REVIEW OF LITERATURE

This chapter reviews related and relevant literature on the topic. The review has been

presented under the following subheadings:

Conceptual Framework,

An overview of the concept of reference services in libraries,

Reference and information service provision in academic libraries,

Resources for reference and information services in academic libraries,

Effectiveness of reference and information services in academic libraries

Methods used for reference and information services delivery in academic libraries

Hindrances to effective reference and information services in academic libraries,

Strategies for effective reference and information services in academic libraries,

Review of Empirical Studies,

Summary of Literature Review.

Conceptual Framework:

Higher education in Nigeria is primarily tied to man power development and this could

only be achieved through the effective use of the resources and services of academic libraries.

Leo (1998) sees academic libraries as integral part of the institutions. Without the library the

institution cannot realize both its general and specific aims and objectives which among others

include „teaching, research, publication and conservation of knowledge. In similar view Dollah

(2002) defines academics libraries as libraries attached to universities and colleges serving the

teaching, learning and research needs of the staff and students. In agreement with above stance,

Dan Azumi (2001) notes that academic libraries are those in institutions of higher learning like

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universities, colleges of education and polytechnics. They are established to cater for the need of

the institutions in realizing their objectives of teaching, research learning and publication. Agu

(2010) states that academic libraries are libraries situated in institutions of higher learning. This

is to say that any library attached to post secondary or tertiary institution can be described as an

academic library. In other words academic libraries exist in institutions of higher education, the

colleges of technology, and the polytechnics. Agu further stressed that academic libraries vary in

shape, size and objective or mission statement from one institution to another, but their

characteristic functions are both academic and administrative designed and geared towards the

achievement of educational objectives as set by the individual academic institutions. However

for the purpose of this work, Babuja and Agu‟s definition of academic library above will be

adopted.

It is in the light of these that academic libraries exist in order to provide their clientele

with books and other information sources. They also provide various services in order to make

these resources accessible through effective reference service.

Katz (1992) sees reference services “as an art which draws from the raw materials of all

subject areas”. He also stated that to perform well as a reference librarian, a substantive

knowledge is a must, liberal education a help, a scientific and technological background useful,

but imagination is indispensable. Prytech (1995) describes reference services “as the phase of

library work which is directly concerned with assistance to readers in securing information and

the resources of the library in study and research”. Reference services are indeed the

communication of all library activities aimed at facilitating the use of library and its resources.

In consonance Edoka (2000) defines reference services as the personal assistance given by the

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librarian to individual in search of information for whatever purpose, as well as various library

activities deliberately designed to facilitate easy provision of information.

Adeyemi (2005) affirms that reference service as “that part of library system which is

charged with the responsibility of aiding readers in the use of resources within the library wall as

distinguished from the withdrawal of books and other materials for use at home.” The service is

provided by professionals whose primary task is to identify exactly what the readers want and

provide answers to same using one or a combination of books or tools. In agreement with

Adeyemi, Madu (2008) opines that reference services are seen as “personal assistance eagerly

given to library users in pursuit of information by librarian in charge of reference section”.

Therefore reference service in this work can be defined as the direct personal assistance to

readers seeking information. In other words, reference service is the personal aid given by the

librarian to an individual client in meeting his/her information needs.

Accordingly, Daniel (2008) quoting Edoka defines information service to involve the in-

depth analysis of the intellectual content of the literature of specialized subject area and its

systematic organization and dissemination in form of bibliographies, indexes, abstracts, reviews,

journals, current contents and other alerting reporting journal literature for the use of specialists.

However, the academic reference librarians have to live above average in facing their challenge

of providing services to the academic community because they are information driven. The

librarians need to understand the needs of the consumer of information he provides. He should

focus on what the patrons would like and how to deliver this rather than training the consumer to

what the library offers. Bicknell (1994) argues that if the librarian tries to find out the actual

information needs of users, the patron may be encouraged to follow-up question. If the reference

librarian ensures that patrons find out what is needed the interaction is more likely to be a

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success. According to Bicknell the environment is also very important for reference transaction.

Reference transaction should take place in conducive environments. This can have positive

impact on the user, and the transaction can also be successful.

In line with the above argument Lawal (2001) agrees that the functions of Nigeria

reference librarian are two fold namely; assistance and instruction in library use, and location of

library materials.

The role of the reference librarian cannot be over emphasized as the reputation of modern

academic libraries to a large extent depends on the ability of the librarian to meet up with current

challenges of quality reference services. Therefore reference librarian in the context of this work

is the librarian with professional knowledge that provides assistance, answer queries posed by

users in search of information in an academic library.

An Overview of the Concept of Reference services in Libraries

Historically, libraries have been described as the „storehouse of knowledge‟ and been

organized along traditional and functional lines of acquisition, cataloguing and loan services. The

invention of printing in the mid-15th century, the wide distribution of books by the 16th century,

the growth of literacy among middle classes in the 17th and 18th centuries and the 19th century‟s

mass education movement increased both the amount of the demand for information. As early as

the mid-18th century, people were complaining there simply was too much to read, too much to

know (Katz, 2002). Reference service arose in the late nineteenth and early twentieth centuries in

response to several forces and trends, including:

a. An increase in the number and variety of information resources available in Libraries and

outside,

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b. An increase in the complexity of those information resources,

c. These increases (above) combined together made it more difficult for people to find the

resource they were looking for, and to find the information they needed within that resource, and

d. An increase in the number and diversity of people using libraries (particularly public libraries),

leading to a wider range of information needs, enquiries, and sophistication in the search for

information (Janes, 2002). Historians of reference service usually trace modern concepts of

reference work to Samuel Green‟s 1876 paper, „Personal Relations between Librarians and

readers‟, later published in American Library Journal (now Library Journal) (Bopp and Smith,

2001). While it is doubtful that Green actually invented the idea of reference service for library

Users, he was the first to speak publicly about the concept and was the first to discuss it in

writing. In both his speech to the first meeting of the American Library Association and his

article, Green discussed the need for librarians actively to assist members of their communities in

using library resources. While the term „reference‟ did not evolve until several decades later

(Rothstein, 1953), the publication of Green‟s article helped to popularized the new concept of

reference service. In his article Green (1876) introduced four main functions of the reference

Librarian which remain as the basic tenets of reference service today:

a. Instructs patrons how to use the library

b. Answers patron queries

c. Aids the patron in selecting resources

d. Promotes the library within the community

His article noted that although catalogs and indexes are valuable, most users require instruction

in their use. User also must be guided in selecting the books that best meet their information

needs. Green also highlighted the importance of human interaction in the personal assistance

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process where librarians must be „easy to get at and pleasant to talk with‟ (i.e., approachable),

and librarians must mingle freely with users and help them in every way.

Many changes have taken place since the publication of that first article. Rothstein (1955)

detailed the growth and development of reference service from the earliest times until the mid-

twentieth century. Technological innovation has played a key role in reference librarianship in

the second half of the twentieth century. During the 1960s, libraries began to explore new

technologies such as microfilm and microfiche, tapes and sound recordings. The 1970s, brought

full-text databases such as LEXIS and WESTLAW in the field of law. The 1980s brought about

significant changes with the emergence of electronic card catalogs in many academic, public,

and special libraries Grohs, Reed and Allan, (2003). Eventually the electronic catalogue

databases became the online public access catalogues (OPACs) providing local as well as remote

access. Another major change in the process of storage, retrieval and dissemination of

information was brought by the invention of CD-ROMs. By the late 1990s, many libraries

moved from CD-ROM to providing databases through the Internet.

Academic libraries were the first to provide digital reference services in the early 1980s

Gross, McClure & Lankes, (2001). One of the first services to go online was the Electronic

Access to Reference Services (EARS) launched by the University of Maryland Health Services

Library in Baltimore in 1984 (Wasik, 2004 quoted from Weise and Bergendale, 1986). Since that

time, the number of academic and public libraries offering e-mail reference service continues to

grow making e-mail the most common vehicle for Providing digital reference services,

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Reference and Information Services offered in Academic Libraries

The provision of reference services in academic libraries is regarded as a serious aspect

of library services which seeks to satisfy the need of the user in teaching, research and learning.

Childer (1997) states that, “the provision of information and reference services represents an

important part of academic libraries service and may be supplied in a variety of ways within the

library system” One of the ways is through the provision of personal assistance.

Edoka (2000) opined that the reference librarian in his bid to satisfy definite questions put

to him by users provides any or several of the following:

i. library orientation

ii. Acquisition list and bulletins

iii. Current awareness services (CAS)

iv. Special bibliographies

v. Provision of index and abstracts

vi. Translation services

vii. Referral services e.g. providing access to appropriate subject specialist.

viii. Photocopying services.

In a similar view Nwegbu (2005) affirms that, provision of reference services goes

beyond the actual use of reference books, and daily routine of responding to users queries. It

covers anything necessary to help the reader in his or her quest for information, education and

knowledge. Nwegbu further itemized the scope of reference service to include:

i. Selection of an adequate and suitable collections of reference materials

ii. The arrangement and maintenance of the collection for easy and convenient use

iii. Suggestions as to the materials to be used for special purpose.

27

iv. Instruction to individual or groups in the use of reference books and method

v. Constant work in answering individual question and helping individual readers to find some

elusive facts or in correcting some wrong method of research on the part of an in experienced

reader.

The reference librarians in academic library also have to provide information

technologies apart from books. Mole (2004) believed that efficient use of information technology

is a key to providing access to information in reference services. He further stated that a big

challenge is now facing reference librarians in the area of utilizing these new technologies to

provide reference and give library users improved access to the world‟s reference sources. This

implies that the academic reference librarian should not only be restricted to printed sources in

provision of services but should include other technologies that will enhance speedy and accurate

dissemination of information to his clientele.

Reference and information services offered in academic libraries include:

Library orientation and instruction: Nuhu (1999) quoting Muoglim (1986) viewed user

instruction as a process of making library patrons to learn how to make effective and efficient

use of the library resources through the acquisition of skills in identification, location, retrieval

and exploitation of information. The reference librarians through user instruction acquaint the

clientele of the resources in the reference section of academic library and the uses of those

resources. Edoka (2000) affirmed that “the objective of giving user instruction is to help the

user to make the best use of the overall library resources. Edoka further stressed that a carefully

planned and executed user instruction programme greatly ensure the realization of this objective.

The specific aims of the programme include:

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i. To develop readers‟ awareness of the overall information resources available to them in

their own and other libraries.

ii. To developed skills required in making advanced studies.

iii. To create positive attitude to information searching that will stimulate the user to make

use of the resources available at different libraries.

Abstracting and indexing services: Indexing enable users to locate the books that are

available in the subject areas they need. Abstracting services produce the summaries of the

contents of reading materials in the library thereby serving as time savers for the library users.

Akanya (2006) quoting Jack (1985) revealed that “another facility for reference and

information services include copying by means of photographic or photocopying equipment‟‟

These facilities will reduce mutilation of books and theft to the barest minimum in the reference

sections of academic libraries.

Another reference service is Selective Dissemination of information (SDI) which Madu

(2008) sees as “user package reference service mainly for researcher‟‟. In some places it is

likened to current awareness services because of its objective of keeping researchers aware of

current developments in their areas of specialization. It could also take the form of providing the

researchers with table of contents of journal that has just arrived or recently published article or

citation on pre-determined topics relevant to the target users. This is an important reference

service by academic librarian in the reference section in meeting the information needs of

academic staff, students and researchers.

Bibliographic services provide the list of publications that are related to each other. The

librarian in a reference section of an academic library compiles bibliographies on all subjects for

the verification of the correctness and completeness of the information about publications.

29

These services are to assist users to identify and locate materials relevant to their work.

Computer \Online Services: Mole (2006) asserts that, contemporary technology has in the

last couple of decades played a major role in the use of reference materials. The availability of

information in electronic form, specifically through online services and CD-ROM, has presented

new opportunities and challenges for users of reference sources and services.

Agu (2006) toeing the same line, observed that utilization of online search services provide

opportunities for expansion of traditional academic reference services. The advent of this

technology has opened more doors for libraries especially academic reference services to provide

information in and outside the library. Irrespective of time ,space and distance, any academic

library that fails in this responsibility will make the users to resort to utilization of these

resources outside the library environment.

Information services: Edoka (2006) describes this as activities that involve the in-depth

analysis of the intellectual content of literature of specialist subject area and its systematic

organization and dissemination in form of bibliographies, indexes, abstracts, review journals,

current contents and other alerting reporting, and journal literature for the use of specialists. The

reference section plays an important role in provision of this information services that will

inform the teaching staff, students and researchers in their areas of interest.

Display service: Citing Amah, Suleiman (1999) states that “every library should be able to

display its new books, document and serial materials on racks at the beginning of every month”.

Display racks are usually stationed at a strategic position within the reference section of

academic libraries for users‟ view. In consonance with this view, Edoka (2000) opines that,

display helps to “sell” library services to users. The physical location of the library if arrived

from point of view of convenience to user is perhaps the best way of drawing attention to the

30

library services. He further stressed that; a display is the technique of collecting and arranging

the information resources (books, serials, articles, theses, photographs, diagrams etc) on central

theme in a prominent place for a short time in order to attract the attention and arouse the interest

of users in the topic presented. This is necessary because the academic reference section owes

the user to provide up-to-date accurate and relevant information for academic excellence, hence

this service must be sustained.

Inter-library lending services: Harrods‟ Librarian Glossary describes inter-library lending

as “schemes where by users of one library or information system may request their services to

borrow from other library system materials not held in their own library system. Edoka (2000)

observes that in 1971, Ibadan and Ile-ife entered into cooperative arrangement; the objective was

to enable the young universities in Benin City to expose itself to the relatively rich information

resources at the University of Ibadan. However, with technological development, inter-lending

services among reference librarians in academic library are made easy, because request can be

processed electronically and it is faster when both borrowing and lending libraries belong to the

same electronic utility .The essence of engaging in inter-library services among academic

reference librarians is to enrich its collections and provide improved and qualitative services to

users.

Resources Available For Reference and Information Services in Academic Libraries

Okore (2009) observes that, resources can be people, equipment, facilities for funding or

any other aid required for the completion of a project. However for the purpose of this work the

resources for reference and information services refer to all resources that are required to

facilitate reference services in academic libraries. These include:

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i. Facilities /infrastructures: These are equipment, structure and tools that are required to

achieve the stated objective of the reference section of academic libraries. These include:

a good accommodation to house the collection, a well ventilated building, air condition,

tables, chairs, catalogue cabinet, shelves and photocopy machines.

ii. Personnel: This is one of the critical resources in the reference service of academic

libraries, because no matter the amount of resources owned by the library it will amount

to nothing except there are qualified personnel to initiate, mediate, select, organize a

balanced collection of materials to meet the information needs of the clientele.

Therefore, the role of a reference librarian is critical in providing effective reference

services in academic libraries.

iii. Reference sources: Okey (1996) observes that “reference sources are consulted most

frequently than others for specific information, rather than being read from cover to

cover”. They contain facts that have been brought together from various sources and are

organized for quick and easy use in the library and have alphabetical and chronological

arrangement. Reference sources are specifically compiled to provide answers to any type

of query that might be raised by the user of a library. They contain facts and rarely

contain opinions. Reference sources are not meant to be read from cover to cover like

other book materials Aina (2004). Dictionary for Library and Information Science

(2004) defines reference sources as any publication from which authoritative information

may be obtained, including but not limited to reference books, catalog, records, printed

indexes and abstracting services, and bibliographic data bases. Therefore, for the purpose

of this work reference sources can be defined as documents that are consulted when

32

necessary in order to supply specific information desired by library users. Reference

sources can appear in both printed and electronic formats.

Reference sources are usually divided into two:

i. General reference sources

ii. Subject/specific reference sources

The materials in the general reference category are broad in scope and not limited to any

single or specific subject but provide information on different subject fields. A general reference

source has a wide and unrestricted coverage. Materials in this category include:

(a) Dictionaries (Oxford/Webster Dictionary)

(b) General Encyclopedias (Britannica, Americana)

(c) Indexes (Medicus)

(d) Year books (Nigeria Year book)

(e) Almanacs (Whitakers)

(f) Directories (Vanguard Yellow pages, Nigeria Telecommunication Directory)

(g) Biographical (who is who in Africa, who is who in Nigeria)

(h) Gazettes (gazetteer)

(i) Bibliographies (National bibliography)

(j) Atlases (Philips Collins)

While specific or subject reference sources are devoted to a specific subject such as, Education,

Arts, or History. Citing Gate, Babuje (2001) asserts that reference sources are publications in

which items of information about a particular subject such as literature, History, Music, sports,

and Education are brought together from many sources and arranged so that individual items can

be found quickly and easily. He further stated:

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i. These sources supplement general reference books by giving more specific

information and including specialized information omitted from the general

encyclopedia.

ii. They provide specialized definitions and explanations for words and phrases in a

given field that are not found in general word dictionaries.

iii. They trace the growth of important ideas in a subject area.

iv. They provide an introduction to the development of the literature of the subject

v. They give authoritative information on major questions and issues in a specialized

area.

vi. They explain and clarify concepts.

vii. They locate, describe and evaluate the literature of the field.

viii. They provide facts (figure), which indicate trends and they summarize the events of a

given year in a given subject.

Source in the subject reference category include:

(a) Subject Encyclopedias (Encyclopedia of Psychology, Education, Science and

Technology.

(b) Subject dictionaries

(c) Atlases

(d) Almanacs

(e) Specific subject bibliographies

(f) Index

(g) Year book

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Reference sources are:

Encyclopedias: These are reference sources that contain information in almost every field of

knowledge or on a subject area. They provide background knowledge information on any topic,

as well as current information Chigbu, Ekwelem, Ezema [2009]. Encyclopedia seldom treats a

topic in a minute detail, but they are usually factual and current. They only provide readable

introduction by an authority, they also list reference or further reading for the student who wishes

to go beyond the mere introduction.

Dictionaries: According to Babuje (2001) defines a dictionary a book dealing with words/terms

and language are arranged in alphabetical order. Dictionaries provide beside meanings, aspect of

words like spelling ontology, pronunciation etc. Dictionaries are of various types ranging from

general to specialized, e g Webster Third International Dictionary, Oxford dictionary, Chambers

dictionary of Education, Longman Dictionary of scientific usage and Dictionary of Quotation.

Directories: A Directory is a list of persons or organizations, systematically arranged, usually in

alphabetical or classified order, giving address, and names of persons, organizations,

professional and trade associations, institutions of learning, firms and clubs and fraternities

groups, example Nigerian Telephone Directory, Hotel Directory, Industrial Directory of Nigeria

and Directory of British scientist.

Bibliographies: These provide list of articles in periodical, books, Technical Reports,

Conference, Proceedings, Thesis and Dissertations on a particular subject or by a given author.

Listed materials are systematically arranged by authors, titles and subjects. It is a reference

source that contains the systematic description of list of books or articles, surname, others names,

title of a book or an article, place of publication, publisher‟s name and date of publication.

Chigbu, etal [2009]

35

Biographies: These are documentations on the life and activities of an individual who

could be dead or alive. Biographies written by the individuals are autobiographies. Biographies

cover wide range of topics as: hobbies, professions, life style. They are meant to inform and

satisfy the curiosities of knowing about the great and near great men both living and dead. It is a

good reference source for reference questions, e.g. Universal and current Biographies, National

and local Biographies, professional and subject Biographies.

Yearbooks: These provide records of the previous year‟s activities, data and events, e g

Nigeria Yearbook, Africa Year book, Jeriko [2001]. In affirmation Odo (2007) assert that they

provide information on events such as political, economic and social aspects of countries.

Examples of Year books are, Africa South of the Sahara, Europa World Yearbook (formerly

Europe Year book) and Statesman‟s Yearbook.

Indexes: These provide information about the existence of certain publication and where

to locate the information in the text. They are arranged alphabetically based on surname of

author. Indexes differ from a catalogue. They also provide information on surname, titles, and

also cover edited articles, Journals and Newspapers, e.g. readers‟ guide to periodical literature,

Agricultural Index, Biological science Index and social science Index.

Abstract: An Abstract is a form of current Bibliography in which books and mainly

contribution to periodicals are summarized. They are accompanied by adequate bibliographical

description to enable the publication or article to be traced, example Nigerian Universities

Dissertation Abstract, Chemical Abstracts, Science Abstract.

Geographical Sources: These provide information on places, such as towns, cities, states,

countries, physical features such as mountains and valleys. Geographic sources include:

36

Maps which are travel guides. They are the representation of surface of the earth on flat surface

or paper showing countries, oceans and rivers. Atlases provide information on physical and

climatic conditions of different places such as towns, countries and regions. Examples of atlases

are, The Times Atlas of the World and the Shepherd Historic Atlas. Gazetteers are geography

dictionary or index that usually provides information on towns, cities, countries and other

geographical features. In addition, they provide information on latitude, longitude, description

and statistics about places, example, Chambers World Gazetteer, Chambers Columbia Gazetteer

of the World and Webster‟s New Geographical Dictionary. Travel Guides provide information to

travelers about the places of interest and features of such as places.

Periodicals: The word periodicals and serials are used interchangeably. They are types of

publications that are issued in successive parts usually at regular intervals. Such publications

include: Newspapers, Newsletters, Magazines, Journal, Annuals such as Reports, Memoirs

Proceedings of meetings, and Transaction of Societies. Periodicals supply generally, latest

possible information on a given subject and serve as information primary source of materials on

a new subject, Chigbu, et al [2009].

Electronic sources: Madu (2008) States that, “these are sources in the library that are in

Machine Readable format and requires electricity to make them usable”. In addition, Okore,

Asogwa and Eke (2009) describes electronic sources as resources which are accessed via

internet. The library provides access to a wide variety of electronic sources including, e-books, e-

journals, index and collections, databases and websites. E-resources are useful because of the

volume of information they contain, and the convenience of accessing information anywhere and

anytime.

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Effectiveness of Reference and Information Service Delivery in Academic Libraries

The effectiveness of reference services according to Mittal (1987) notes that qualified

personal are synonymous with effective reference services. The personnel is the vital element in

effective promotion of reference services. In the same vein Fard (1992) remarks that the

reference librarians represent the reference services and act as the key to the effective use of

reference materials in the library. However, speaking on availability of library materials,

Omoniwa (1986) states that “the information aspect of the library services is that of collecting,

synthesizing and disseminating up-to-date, accurate and unbiased relevant information available

in books, periodicals, bulletins, guides abstracts, indexes, bibliographies, and non book

formats which can be stored and retrieved whenever needed. Hence the effectiveness of

reference and information services is measured by the competency of the librarian as well as the

availability of current information materials in providing efficient and effective services in

academic libraries.

Information and communication technologies have made the use of reference materials

and the nature of reference work considerably more effective. Brown (1994) agreed that on-line

access tool such as OPAC, specialized indexes; directories etc provide access to bibliographic

sources information about the net. In the same vein, Kavulya (2004) stresses that, “access to

adequate library resources is essential to the attainment of superior academic skills”. Exposure to

electronic databases, up-to-date books and state-of-the art facilities engenders in the user the

confidence and assurance that the library is a place to constantly visit. In a related view Ozioko

(2005) and Nwanchukwu (2005) advise that end users must posses some skills. Ojedokun(2001)

also confirmed this as he discovered that students at the University of Botswana lacked skills and

this greatly impeded their meaningful exploration of the internet. Conclusively, Nkiko(2007)

38

observed that user education must be practically oriented where users of reference services are

taught library skill, internet surfing techniques. Deducing from the above opinion, it is obvious

that information and communication technologies and user education plays a greater role in

measuring the effectiveness of reference services in academic libraries.

Method Used for Reference and Information Services Delivery

For sometime now, reference service delivery has undergone dramatic and radical

changes especially with the methods employed and the services used. This has no doubt resulted

in effective search and efficient delivery. Tracing the development, Boop (1995) states that

“originally, Librarian answer questions and assist library users from reference desk and readers,

advisory desk.” This was followed by the use of telephone and mails to answer questions.

Modern reference services now involved the use of fax, email and internet.

Another method of reference services is answering of query. According to Edoka (2002)

is the person to person “interaction” relationships that exist between a patron and librarian.

Ifidion (2008) answering reference questions have been the traditional function of reference and

information services unit in libraries. Under this traditional pattern, a patron comes to the library

with his information need usually in form of question. The reference librarian consults the

relevant source for probable answer and hands over same to patron. In addition Madu (2008)

opines that “reference services take different forms, but central to them is the provision of

assistance to individuals seeking information. This singular role which underlines the various

forms has remained stable over the years. The forms can be distinguished in theory, and in

practice; they have remained the same and can be approached in the same way this include

;ready- reference questions, information and referral services, Bibliographic Verification, Inter-

39

library loans, Selective Dissemination of information (SDI), Data Base searches, Research

Questions and Library Orientation.

Hindrances to Effective Reference Services

Reference services is the act of bringing into contact the right reader and the right book or

the right information sources at the right time in the right personal way Mole [2006]. Anything

short of that will lead to hindrances that will affect the effective and efficient use of reference

services in academic libraries. These include:

Oyesika and Oduwole (2004) in their study of use of academic libraries discovered that

majority of the users do not know the proper methods of retrieving materials in the library, as

good percentage of them get materials on the shelves through trial and error. In affirmation,

citing Unomah (1987), Nkiko (2006) asserts that students and researchers using academic

libraries are generally not finding it easy to use the Library properly. According to him majority

of them are not aware of relevant abstracts, indexes, and inter-library loan services and that

among those who are aware of the existence of subject catalogue, about half do not use it or have

difficulty in using it.

Kantumoya (1992) states that “academic reference service in most tropical Africa rarely provide

adequate and relevant materials, hence they are ineffective.” This is because academic reference

sections are mainly stocked with foreign literatures that are both outdated and irrelevant to the

information needs and interest of users that are expected to read them. In a related view,

Mabawonku (2004) notes that resources in academic libraries in Nigeria are already

overstretched and inadequate for the needs of the academic and research staff as well as the

full- time students. She opined further that, most of the books are outdated, the journal

subscriptions grossly irregular. In conclusion Akanya (2006) states that “the reference

40

collections are extremely poor” any academic collections that are not current and are inadequate

will definitely reflect on the production of manpower of that institution that will not compete

favourably with other institutions in an information-driven environment. This is the pathetic

situation which academic reference services had found themselves, this requires prompt

measures to revolutionize this service.

Jordan (1998) stated that one major problem reference librarian and users have to contend

with, is poor selection of reference resources. This could be caused by poor subject knowledge of

the reference and acquisition on the one hand, and the library‟s selection policy on the other hand

as well as the use of poor and inadequate selection tools and poor access to adequate and current

sources. Additionally, most reference Librarians neither have knowledge that various print and

electronic data resources are available to gain needed information nor do they have a strategy by

which these sources can be searched in an expedient and thorough manner. Speaking on the

important role of trained librarian, Idowu (2006) concludes that the best stocked library in the

world cannot give efficient and comprehensive services to its users if it does not at the same time

possess a keen, efficient and highly trained staff capable of exploiting the stock to its fullest

advantage. Hobson‟s study cited in Ezeani (2004) agrees that staff performance at the library

circulation and reference desk is so crucial that it often sets the services tone of any library and to

a large extent influences user perception of any library. She affirms that librarians remain gate

keepers to information rather than gate ways or information intermediaries and the job of the

reference section is fundamental in keeping a proper image of any library.

This shows that for any library to function well, it must have trained staff who are ready and

capable of providing needed information to its clientele.

41

Dauda (1995) states that, “finance is an indispensible tool for the achievement of the objective

of any organization”. Without adequate financial support the library cannot effectively play the

role of organization and administration of collection, staff maintenance, and procurement of

equipment, reference tools, satisfaction of user expectation and evaluation of services. Every

library stands on three legs: its building, collections and staff. However, the tendon that holds

each of those legs and ultimately binds together into a whole is money. So if the reference

section of academic library is to meet up with the needs of users within the limited vote granted

them, much cooperation with other libraries is inevitable, Anafulu [1996]. In a related view,

Olanlokun (2003) observes that finance constitutes the greatest problem in reference sources and

services in libraries. He further stressed that, inadequate funding creates an unhealthy situation

for the growth and survival of any library. Though the library has its own vote like other

departments in the institution, the cost of reference books/material is so high that it has become

difficult to acquire new ones, and has impaired the performance of the library in providing

services to its clientele. Finance is paramount to an organization as it determines the continual

existence and survival of any institution and to a large extent, reference services in academic

libraries, because finance can make or mar the services provided by reference section in

academic libraries.

In spite of development in Information Communication Technology, which has revolutionized

librarianship, many of the academic libraries find it difficult in providing functional state of the

art equipment. Oketunji (2005) confirmed that application of computers to library and

information activities in Nigeria has been more of dream than reality. Mabawonku (2002)

maintains that many libraries in Nigeria do not have access to internet facilities. In this

information age where Hi-tech information systems have pervasively influenced all fields of

42

human endeavour, conterminous with customers, frustration and dissatisfaction. The academic

community anywhere is the greatest beneficiary of Hi-tech innovation, Communication has been

made easy in the area of e-mail and other postal systems, study, research and publication. The

academic community should play important role of transforming the community into information

society because they have the knowledge to do so. In line with the above views, Igun (2006)

notes that, academic institution any where in developed countries have internet communication,

but in developing countries academics institutions, the lecturers and students are handicapped in

this area of accessibility and availability of internet facilities, the effort of the institutions and the

government put into the provision of internet have not yet been reflected in educational standard

of academic community.

Users need serene and airy environment that promotes concentration and mental

alertness. It is pertinent to note that many academic libraries in the country are too noisy for

meaningful study for lack of functional fans and air conditioners. Where they exist; they are

hampered by frequent power outage and absence of standby generator. In affirmation Bicknell

in Ifeoma (2006) noted that, environment is also very important for reference transaction.

Reference transaction should take place in a conducive environment. This can have positive

impact on the user; the transaction can also be successful.

Furthermore, many academic libraries lack good infrastructure such as good reading tables and

chairs, shelves, catalog cabinet, lack of adequate space for reading and housing of reading

materials. These affect the smooth running of services. The reference service is an important

service that requires well equipped and furnished environment that will encourage users‟

patronage.

43

Strategies for Effective Reference and Information Services in Academic Libraries

Looking at the deplorable situation of reference and information service delivery in

academic libraries, there is need to develop proactive strategies to transform the present practice

to a more embracing situation to encourage efficient and effective services among academic

libraries in the state; this can only be achieved by adopting the following strategies:

The provision of state –of –the art library and information services by academic libraries is

non – negotiable. It is the basis for determining and defining the quality of study, teaching and

research. The application of information communication technology to service delivery is the

beginning of modern librarianship. Daniel (2000) opines that internet makes possible worldwide

accessibility to information database, library catalogues, publishers‟ catalogue, encyclopedias,

dictionaries, public information and listings, maps, travels time tables and many other reference

sources. Internet has become the magic tool in the hand of the reference librarian to promptly

resolve users‟ puzzles and queries. Nkiko (2006) asserted that, parent institution should be

educated that full computerization of their libraries enhances service delivery and acts as catalyst

for knowledge growth and research expansion. It transcends mere procurement of computers.

The computer must be networked, integrated and applied in the performance of routine activities.

This system allows the use of online public access catalogue. ICT permits users to retrieve

materials through several access points beyond the traditional author, title and subject. Proper

networking makes it possible for users to login from remote locations, thus accessing the

catalogue, and making reservations without physically coming to the library building. Hence

both the staff and the users should be trained to have the skill of using these technologies in

retrieval of information for their study and research. This will go a long way in enhancing

reference service delivery to users of academic libraries.

44

Since knowledge is power, the users of these resources should be provided with adequate

knowledge in gaining access to the wide range of resources. According to Jordan (1995) advise

that, academic libraries should provide access to their reference collection through improved

reference services, increase exposure to library materials and improved assistance in many other

ways; In relation with above view, Nkiko (2006) agrees that all heads of academic libraries must

show high level of assertiveness and dynamism, persuading other policy- makers to give

prominence to the teaching of use of library. It must be more practical oriented where students

and staff are taught library skills, internet surfing techniques, information literacy, referencing

styles, computer appreciation and general use of audiovisual equipment. For students,

appropriate credit units should be earned. The trainer must of necessity be above the trainee. This

imposes serious responsibility for capacity building on the reference librarians and the entire

library. Therefore, full utilization of resources can only be achieved if the users of the academic

library are aware of the services and the location of the resources in the library.

Another important strategy is the finance. According to Anafulu (1996), lack of money

makes impossible to maintain any form of library operations and services. Also where finance is

inadequate the efficiency of the services is bound to be adversely affected. In the same vein, Igbo

(2006) affirms that, finance is the bedrock of every organization, including the academic library.

For libraries to achieve the objectives for which they were established, it is very important that

money should be made available. This is because it is through money that procurement and

processing of materials, hiring of personnel, purchasing and maintenance of equipment are made.

Hence academic reference services should be supported with enough funds so as to cope with

challenges of reference and information service delivery to users. Therefore, this service has to

be rendered by a qualified and trained reference librarian who is equipped with the basic

45

knowledge of reference resources, selection tools, method of acquisition, organization,

preservation as well as dissemination of information to its clientele. Olanlokun (2003) stresses

that, the quality of staff usually reflect quality of services provided. The personnel must be

professionally competent and motivated to provide efficient services. Ezeani (2004) asserts that,

the public service librarians are the image makers, the frontline staff whom people first get in

contact with in the library. Therefore, their personality can to a large extent make or mar the

image of the library. She further stated that, reference librarian must be a positive and gregarious

person. He or she must be friendly; progressive minded and must have the ability to

communicate effectively. In a swift reaction, Nikko (2006) opines that academic library should

ensure that specialists are allowed to man the reference services. When a person with good

mastery of a subject helps students and staff for literature search and other subject specific

issues, the likelihood of comprehensiveness, depth and finesse will be assured. Users feel at

home with somebody who understands their professional concepts and nuances. This make for

mutual respect and appreciation. In the same vein, Madu (2008) advocates that, reference

librarian should be well educated. This means the possession of a professional qualification. In

Nigeria a reference librarian is expected to hold a bachelor‟s degree in library and information

science, with this qualification the reference librarian would have learnt the basics of information

acquisition, organization, management and dissemination. A higher degree like the master‟s

degree in library and information science is an added advantage. These show that the reference

librarian in an academic library should have professionalized knowledge, personal intelligence,

and vast knowledge of resources will enhance better reference service delivery in academic

libraries.

46

The space and physical facilities are other crucial strategies the library building should be

appropriate to accommodate the services rendered to the users, the citing of photocopying

sections should be in a place easily accessible to users, the library should be air conditioned, fans

and well ventilated. The table and chairs provided should match well. A situation where by the

chairs provided would either be too high or too low for the tables should be avoided, shelves,

good cabinets, and rug, all these will enhanced better and enhanced reference services in

academic library in the state.

Review of Empirical Studies

This section deals with the review of empirical work related to the topic and shows

relationship between them.

Mole (2002) Conducted a study to determine the factors affecting the use of reference

materials by post graduate students in academic libraries in Nnamdi Azikwe library, University

of Nigeria, Nsukka and Enugu State University of Technology library, Enugu.

Using the descriptive survey research, the researcher employed both interview and questionnaire

methods to collect data for 302 respondents sampled through simple random technique from the

total population of 1,406 registered post graduate students in the two Universities. Other

instruments applied to collect data were personal observation and documentary sources. Data

was organized and analyzed using frequency count and simple percentages. Finding reveals

among others that post graduate students make extensive use of such materials as indexes,

guides, abstracts, catalogues, and bibliographies in locating required reference materials.

Students also consult staff of the reference section for assistance to locate needed materials, and

reference staff are very helpful to the postgraduate students as they compile bibliographies for

47

users on request and provide adequate orientation for them. Based on the findings

recommendations were made, some of which include: that academic libraries should consider

seriously increasing the volume of their reference materials, that reference services in particular

and the academic libraries in general should be automated, that user education/ orientation

should be a regular and continuous process and should be well publicized.

Mole‟s work reviewed above concerns itself with reference services like the current one.

This study shall adopt one of the instruments employed by Mole; the questionnaire. However the

work reviewed though is academic library inclined like the current one dealt with University

libraries only, to the exclusion of the academic libraries. The work was also narrowed to only

postgraduate students and carried out in a different geopolitical zone of Nigeria.

Ezeani (2005) conducted a study aimed at ascertaining the effectiveness of the reference

section of Nnamdi Azikiwe library in discharging its mandate of information provision to

postgraduate students. The main instrument for the survey was a questionnaire with 18 items. A

sample of 150 respondents was obtained through random selection. Data was analyzed using

simple percentage. Major findings include: a reasonable number of postgraduate students do not

know where to locate materials in their disciplines; there is a dearth of current literature in most

disciplines, and that expanded services were not offered in the Nnamdi Azikwe library. The

study followed up with recommendations that; the library stock must be updated for the library

to remain relevant to the University community. That new library collection should be marketed

for sufficient awareness, finally, that expanded service such as internet services, readers advisory

service and career counseling service should be embarked upon to help re- engineer reference

services to meet users‟ demand.

48

The study above adopted an instrument akin to current one. It also dealt with reference

services in an academic library, but its treatment was narrowed, being limited to only one user

group in just one University library in a geopolitical Zone different from the one covered in this

study.

Akanya did a study on “An examination of reference and information services in Branch

Public Libraries in Anambara State” in 2006. The purpose was to determine reference and

information services offered in branch libraries, resources available for the services and factors

hindering it. The populations consisted of 40 staff and 8,310 registered users, from which by

random sampling he drew all the staff members in addition to 200 users. Instrument employed

was questionnaire and oral interview. The data generated was analyzed using frequency count

and simple percentages. The finding shows that reference and information services offered in the

branch libraries were not adequate due to scarce resources and therefore, did not meet the needs

of information seekers. Secondly, the resources available in branch libraries were obsolete. In

view of above findings, the researcher recommended for adequate funding for branch libraries to

enhance performance, employment of more reference librarians as well as installation of

computers and photocopy machines.

Akanya‟s work bears striking relationship to the present one in that the purpose,

instrument and method of data analysis are almost the same. The difference however, is that,

while the current work focuses on academic libraries, the former dealt with public libraries in a

different state and geopolitical zone of the country.

In Adekanye (2006) on “public Relations in Nigerian University libraries: a critical

appraisal”. The researcher adopted survey research design employed the questionnaire and

mailed 8 items to 49 universities libraries in Nigeria. The sample population comprised

49

conventional and specialized federal, state and private Universities. The aim was to determine

their size of collections, printed promotional materials, promotional efforts and other public

relations activities. Data from the study was analyzed by use of frequency and simple

percentages. It reveals that 81.25% of the libraries studied published quarterly accession list of

their collection while the remaining 18.75% do so annually. 90.62% of the respondents reported

that the use of posters was not applicable in their libraries, among other findings which in a

nutshell show that most Nigerian University Libraries have not done much in the area of printed

promotional activities to publicize the services of their libraries. Following the findings,

recommendations were proffered, some of which are; that there should be marketing and

promotional plans in place in the libraries; that University librarians should use various

marketing techniques to enable them understand the needs of the users and to plan effectively to

meet those needs; the libraries should have written communications, marketing and promotions

policy to enable it to undertake a planned promotion of its services to its community.

Bassey and Iyishu (2007) undertook a study on Reprographic services in academic libraries

in Cross River State: state -of-the art. The purpose of the study was to determine the use of

reprographic service in academic library in the state. The study adopted survey research design.

The instruments adopted for the study were observation and interviews. Stratified and simple

random sampling technique were used in the selection of 500 users for the study (220 users from

UNICAL,160 from FCE, Obudu and 120 users from CRUTECH) Finding reveal that no

academic libraries in Cross River State, Nigeria officially renders reprographic services in

academic libraries. Statistically, it was found to be significantly lower than average. The study

recommended that reprographic services should be encouraged in all academic libraries

investigated, and elsewhere in order to reduce theft and mutilation of materials by users, library

50

authorities should procure reprographic machines and keep them in strategic areas in the libraries

to enable users to photocopy library materials especially reference and serial materials that

cannot be loaned out to users.

The above study adopted an instrument that will also be admitted in the current study, though

the investigation was carried out in different area of study, but reprographic services is also one

of the services offered by the reference section of the academic libraries, the study was also

undertake in different geo-political zone.

Summary of Literature Review

The reviewed discusses the reference and information services in academics libraries. It

sees the reference services as any assistance given to user which aids him or her easy access to

information in the library. The literature reviewed focused on the general overview of reference

services in libraries. It highlighted the types of reference and information services offered to

include: Abstracting and indexing, inter- library loan services, user instruction services, selective

dissemination of information (SDI) Photocopying services, displaying, Bibliographic services,

information services and online services.

It equally pointed out some resources for effective reference services, such as

infrastructural facilities, personnel and the sources for reference services i.e. Encyclopedias,

Almanacs, dictionaries, directories, bibliographies, biographies, electronic sources etc

The review went further to review some hindrances to effective reference services, this

include: inadequate funding, lack of good infrastructure and environment, lack of trained

personnel, inadequate and outdated reading materials.

51

The literature review provide the way forward for this hindrances such as; the application

of information and communication technologies in reference services, provision of trained

personnel, compulsory user instruction for staff and students of the library, etc.

There have been some previous studies carried out in the area of reference services in

academic libraries some were in this research work. It is important to note that there has not been

any current in-depth study or research carried out on reference and information service delivery

in academic library in Nasarawa State to be specific. Such study is very useful especially to the

library management to reawaken and provide an improved service to their users. This is the gap

which this study intends to fill.

52

CHAPTER THREE

RESEARCH METHODS

This chapter discusses the procedures that were employed for the study. It is presented

under the following sub-headings: research design, area of the study, population, sample and

sampling technique, instrument for data collection, validation of the instrument, procedure for

data collection and the method of data analysis.

Research Design

The study adopted the descriptive survey design. According to Nworgu (2006)

descriptive survey design is a study that aims at collecting data on something and describing it

in a systematic manner. On the other hand, Afolabi (1993), notes that survey research method

involves gathering of data about a target population from a sample and generalizing the findings

obtained from analysis of the sample to entire population .The study which involves the

reference and information services delivery in academic libraries in Nasarawa state lends itself to

descriptive survey because it involved observing and describing a situation in reference services

that involves a large population.

Area of the Study

The study was conducted in Nasarawa State which is in North central geopolitical zone of

Nigeria. The state shares boundary with Federal Capital territory North East, Kaduna State,

North, Kogi State, South-West, Taraba State, South East, Plateau State, and North East. The

specific locations in the state include; Lafia, Akwanga, and Keffi.

The choice of Nasarawa State University (NSUK) was informed by its being the highest

institution of learning with a wide range of academic programmes. The Nasarawa State college

of Education Akwanga (COEA) was selected to represent other Colleges of Education in the

53

State as well as its role in molding teachers for the education sector. Nasarawa State Polytechnic

(NSUK) was chosen to show the reference and information service in a technical educational

setting.

Population

The population of the study consists of reference staff and undergraduate users of the

academic libraries in Nasarawa State. All reference staff in the three (3) institutions under study

as well as a total of 1,361 undergraduate students who are duly registered with the libraries of the

institutions serve as the population for the study, that is, NSUK with 612 registered users and 3

reference staff as respondents, while COEA with registered users 424 and 2 reference staff as

respondents and NASPOLY with registered user 325 and 2 reference staff as contained in the

office of the librarians of NSUK,COEA and NASPOLY as at 2010 records respectively.

Sample and Sampling Technique

Due to the small number involved, the entire population of reference staff in the three (3)

institutions was used for the study. For the registered user‟s population, a total of 272 were used

for the study. The sampling technique used here is the proportionate Stratified Sampling.

According to Anaekwe (2007) this technique divides the population into strata (sub-population).

After division, the random sampling is done on each stratum to select the needed sample size.

This technique is more appropriate because of the nature of population of reference and

information users of the three intuitions for the study i.e. their categorization into different levels

of study. E.g.Nasarawa State University, the study levels are year one to five, depending on the

course. College of Education Akwanga there are NCE I to NCE III while the State polytechnic

has ND I and ND II. For Nasarawa state University with registered population of 612, 122 were

taken. 65 was taken from the State Polytechnic Lafia with a registered user population of 325.

54

Similarly, College of Education, Akwanga provided 85 of her registered user population of

424.Details is attached in appendix C for population distribution and sample.

Instrument for Data Collection

The questionnaire was used to generate data for the study. The questionnaires were

constructed by the researcher based on the research questions earlier formulated to guide the

study. Two sets of questionnaire were used; one for reference staff and the other for the

registered users. That of reference staff was titled “Reference and Information Services

Questionnaire (RISQFRS) for reference staff while that of registered users was “Reference and

Information Services Questionnaire (RISQFU) for users”. Staff questionnaire is made up of 61

items divided into 2 sections Section A(Background Information) is made up of 3 items; Bio data

and Highest Educational Qualification. Section B (Reference and information service) has 5

clusters. Cluster A (reference and information services offered) has 15 items. Cluster B

(Resources employed for reference services) 12. Cluster C (Methods for reference service

Delivery) 8. Cluster D (How effective are the reference services) 4. Cluster E (Hindrances to

Reference Services) 11 and cluster F (Strategies for Effective reference Services) has 10 Items.

The major difference between the users and staff questionnaire was the background

questions bothered on the Name of institution, department and year of the study. Consequently it

also has a total of 61 items.

Validation of the Instrument

To ensure face validity of the instrument, the researcher presented the questionnaire to two

lecturers in the Department of Library and Information Science, University of Nigeria, Nsukka

who were versed in research. They were requested to critically examine the sets of questions to

determine their clarity and appropriateness to the variables being investigated. Their constructive

55

criticisms lead to the modifications and refining of instruments. Accordingly, clusters was

adopted instead of sections, respond mode for cluster A was adjusted from ticking to 4-piont of

very often, often, less often, and not often and in cluster B observation check list was

introduced. Finally the project supervisor reviewed the exactness and suitability of the items to

the study.

Method of Data Collection

Copies of the questionnaire were administered to the reference staff by the researcher

through personal contact. As for the users the researcher employed a trained assistant in each of

the libraries for the purpose of familiarity with the environment and the users. Each assistant was

adequately briefed on the mode of administering and retrieving the questionnaires. A total of 7

Copies of the questionnaire was administered on the reference staff all of which were returned

and 272 on the users, with 219 returned.

The researcher also draws a checklist to highlight the resources available for reference and

information services.

Method of Data Analysis

The data obtained through the questionnaire were presented in tables and analyzed using

frequency, simple percentage and the mean. Cluster A, C, E and F in both questionnaires are

opinion based with response options of strongly Agree (SA), Agree (A), Disagree (D) and

Strongly Disagree (SD). These are assigned weighting of 4, 3, 2, and 1 respectively

56

The formula for calculating the mean is

X =∑fx

N

x = mean

∑ = sum of all values of x

X = the score

F =frequency

N = Total number of respondents.

The researcher considered the average mean of 2.50 and above accepted, while any item scored

below the average was rejected. The score of 2.50 was calculated using the weightings attached

to the response options of: Very often/strongly agree -4, Often/ Agree-3, Less Often/Disagree-2,

Not Often/Strongly Disagree-1

Hence 4+3+2+1 =10 =2.50

4 4

The options; Very Often/Strongly Agree and Often/ Agree were the desirable responses, so they

attracted higher weightings

57

CHAPTER FOUR

PRESENTATION OF DATA

In this chapter, results of the study are presented according to the research questions.

Data relevant to each research questions are presented in tables and analyzed using frequency,

percentages and the mean. Frequency and percentages are used in tables 2 and 4, while the mean

is used in tables1, 3, 5, and 6. At the end of the chapter, a summary of major findings was

presented. As earlier indicated, the sample population for the study was 272 users and 7 staff.

Such was the number of questionnaires administered.

However, 101 were returned at NSUK, 67 at COEA and 51 at NASPOLY, giving a total

of 219. This represents 80.5 percent of the total sample population of users showing a

reasonable high percentage. For the reference staff, all seven questionnaires administered were

returned, giving 100 percent return.

RESEARCH QUESTION 1: What are the reference and information services provided in

academic libraries in Nasarawa State?

Users and reference staff were requested to indicate how often certain services were

provided in their libraries. The data is presented in table 1 below.

Table 1: Mean responses on how often reference services are provided.

Users‟=219, staff: N=7

58

S/N

O S/N

SERVICES V.O O L.O N.O MEAN DECISION STAFF

MEAN

DECISION

1 Current Awareness services 106 54 46 13 3.16 A 3.28 A

2 Selective dissemination of

information

86 76 41 23 3.09 A 3.14 A

3 Indexing services 73 65 50 31 2.82 A 2.71 A

4 Abstracting services 51 82 55 31 2.70 A 2.71 A

5 Bibliographic services 49 88 57 25 2.74 A 2.71 A

6 Photocopying services 50 77 53 39 2.63 A 2.86 A

7 Computer services 47 66 60 46 2.52 A 2.29 R

8 Inter-library services 28 53 60 78 2.14 R 1.14 R

9 Users instruction services 39 68 73 38 2.48 R 2.57 A

10 Information services 59 51 66 51 2.61 A 1.86 R

11 Online information retrieval

services

40 4O 52 87 2.15 R 1.14 R

12 Referral services 29 53 55 82 2.13 R 1.14 R

The table above shows that current Awareness service, selective dissemination of Information,

Indexing Services and Abstracting Services constitute the reference services often rendered in

libraries. They have overall mean of 3.16, 3.09, 2.82 and 2.74 respectively. Inter-library loan

Services, referral services, and on-line Information retrieval services are less often rendered as

they each score below the acceptable average of 2.50. Each of these scores are therefore rejected

(R).

The staff response follows the same trend with the users‟ mean scores. Current

Awareness Services and selective dissemination of information remains the services most often

rendered.

Research Question 2: What reference and information resources are employed in rendering

reference services to users in academic libraries in Nasarawa State?

Respondents were asked to indentify resources employed to render reference and

information services in their libraries. The result is drawn out as below

Table 2: Resources for reference and information services.

59

Users: N=219, staff: N=7

S/No

.

RESOURCES FREQUENCY PERCENTAGE DECISION STAFF

PERECNTAGE

DECISION

1 Dictionaries 213 97.3 A 100 A

2 Encyclopedias 202 92.2 A 100 A

3 Directories 158 72.1 A 100 A

4 Bibliographie

s

159 72.6 A 100 A

5 Almanacs 149 68.0 A 85.7 A

6 Biographies 136 62.1 A 100 A

7 Periodicals 122 55.7 A 100 A

8 Geographical

sources

116 55.7 A 71.4 A

9 Online

catalogue

84 38.4 R 0 R

10 Indexes 151 69.0 A 100 A

11 Manuals 146 66 A 57.1 A

12 Maps 184 84.0 A 100 A

Majority of user respondents are agreed on dictionaries and encyclopedias as the most

widely available resources for reference and information services in the libraries. All the other

resources fall above the average of 50 percent except on-line catalogue which is 38.4 percent

All or 100 percent of the staff respondents are agreed on dictionaries, encyclopedias,

directions, bibliographies, indexes and maps as being available for reference services. However,

none is agreed on online catalogue as being available for reference services hence the zero

percentage. Some respondents added year book and gazettes as part of the resources.

From the observation checklist of resources available for reference services in the

institutions, electronic sources are not available in any of the institutions. In addition, for COEA,

periodicals and geographical sources were also absent, while at NASPOLY, almanac was not

available.

60

Research question 3: What are the methods used for reference and information service delivery.

Table 3: Methods used for reference and information service delivery.

Users N=219, staff: N=7

S/No Methods SA A D SD MEAN DECISION STAFF

MEAN

DECISION

1 Ready reference

question

61 86 34 28 2.73 A 3.14 A

2 Fax, Telephone,

E-mail,Internet

53 85 52 29 2.74 A 2.29 R

3 Information and

referral services

49 85 72 23 2.82 A 2.14 R

4 Bibliographic services 58 88 37 36 2.77 A 2.86 A

5 Selective

Dissemination of

information

60 76 42 29 2.65 A 2.86 A

6 Data Base Searches 42 78 41 58 2.47 R 1.57 R

7 Library

Orientation/instruction

69 81 29 17 2.71 A 3.28 A

8 Current Awareness

Services

53 100 33 34 2.79 A 2.71 A

Of the overall mean scores among users, only the method of data base searches falls below

the average scores being 2.47. The highest overall mean scores are 2.82, 2.79 and 2.77 for

information and referral services, current awareness services and bibliographic verification

respectively.

For the staff scores, only three are below the average of 2.50 with the highest being 3.28 on

library orientation/institution. The least however is 1.57 against Data base searches.

Research Question 4: How effective are reference and information services in academic libraries

in Nasarawa state?

61

Respondents were requested to indicate the level of effectiveness of reference and information

services in their libraries.

Table 4: Level of effectiveness of reference and information services.

Users: N=219, staff 7

S/

No

LEVEL OF

EFFECTIVENES

S

FREQENCY PECENTAGE DECISION STAFF

PESENTAGE

DECISION

1 Very effective 57 26.1 R 28.6 R

2 Effective 45 20.5 R 71.4 A

3 Fairly effective 82 37.4 R 0 R

4 Not effective 35 16.0 R 0

It can be observed from above table that majority of staff respondents or 71.4 percent are

agreed on the effectiveness of reference and information services. None of the staff agreed to

fair or non-effectiveness of service. However, users‟ responses in the three institutions went on

the contrary. Though responses are scattered with none up to 50 percent, the highest of 37.4

percent recorded is on “fairly effective”

Research Question 5: What are the hindrances to reference and information services in academic

libraries in Nasarawa State?

Data obtained on these phenomena are drawn out in the table below.

Table 5: Hindrances to reference services

Users: N= 219, staff: N=7

62

S/No Hindrances SA A D SD MEAN DECISION STAFF

MEAN

DECISION

1 Inadequate

funding

100 49 29 9 2.80 A 3.28 A

2 Poor

infrastructures

69 116 22 12 3.10 A 3.28 A

3

Insufficient

reference

materials

72 106 24 17 3.06 A 3.28 A

4 Outdated

reference

materials

78 100 16 25 3.05 A 3.43 A

5 Inadequate trained

personnel

69

102 28 20 3.01 A 3.28 A

6 Inadequate of

ICT Facilities

76 90 32 21 3.01 A 3.43 A

7 Poor publicity of

reference

materials

73 100 30 16 3.05 A 2.29 R

8 Poor library

orientatation

70 95 28 26 2.95 A 3.00 A

9 Staff indifference 67 109 30 13 3.05 A 2.14 R

10 Poor reading

Environment

72 101 21 25 3.00 A 2.57 A

11 Inadequate

opening hours

79 97 30 16 3.06 A 2.29 A

From the above table, users‟ means scores are all above the average score of 2.50. It

shows that users are all agreed on the items being hindrances to reference services. The highest

scores are 3.10, 3.06, 3.04, and 3.05 for, poor infrastructures, insufficient reference materials and

outdated reference materials,, and inadequate opening hours respectively.

On the side of staff, they are not agreed on staff indifference, inadequate opening hours and poor

publicity of reference materials as hindrances to reference services. These attract scores of 2.14,

2.29 and 2.29 respectively. The highest means scores however are inadequate ICT facilities and

outdated reference materials with 3.43, each and inadequate funding, poor infrastructures,

insufficient reference materials, and inadequate trained personnel each of which attract 3.28.

Research Question 6: What strategies can be adopted to enhance effective reference and

information services in academic libraries in Nasarawa State?

63

Table 6: Strategies for Effective Reference Services.

Users: N=219, staff: N=7

S/No Strategies SA A D SD

MEAN

DECISION STAFF

MEAN

DECISION

1 Improved funding 93 96 6 12 3.12 A 3.57 A

2 Provision of adequate

infrastructure

87 95 24 13 3.17 A 3.17 A

3 Purchase of adequate

reference materials

77 1O2 24 16 3.09 A 3.57 A

4 Purchase of current

reference materials

84 92 24 19 3.10 A 3.10 A

5 Employment of qualified

reference personnel

80 99 27 13 3.12 A 3.28 A

6 Application of ICT

Facilities to reference

services

75 104 21 19 3.07 A 3.28 A

7 Adequate publicity of

reference sources

74 106 15 24 3.05 A 3.00 A

8 Introduction of compulsory

user education to staff and

students

71 107 21 20 3.05 A 3.00 A

9 Formulation of well defined

reference policy

74 101 26 18 3.05 A 3.28 A

10 Training and retraining

opportunities to be provided

for reference Librarians

76 92 30 21 3.02 A 3.28

In the entire scores in above table, none of the scores falls below the average mean. The

highest scores on the side of users however, are 3.17 on provision of adequate infrastructure,

3.12 on improved funding and employment qualified reference personnel. The staff means

scores are consistently higher, with the highest scores being 3.57 against improved funding,

provision of adequate infrastructure and purchase of adequate reference materials.

64

SUMMARY OF FINDINGS

The major findings of the study are as follows:

1. Current Awareness Service, Selective Dissemination of Information, Indexing Service and

Abstracting Services are the major reference services recorded in the institutions.

2. Only online catalogue is not available for as part of the reference resources in the libraries.

3. Ready Reference Questions, Library Orientation/Institution, Bibliographic verification and

current Awareness services constitute the major methods used for reference and information

service delivery.

4. While reference staffs are agreed on the effectiveness of reference and information services in

the libraries, users‟ positions are to the contrary.

5. Major hindrances to reference services are inadequate funding, poor infrastructures, outdated

reference materials, insufficient reference materials and inadequate ICT facilities.

6. Leading strategies for improved reference and information services include; improved

funding, provision of adequate infrastructure, purchase of adequate reference materials,

employment of qualified reference personnel and introduction of compulsory user education.

65

CHAPTER FIVE

DISCUSSION AND CONCLUSION

This chapter contains the discussion of the research findings arranged along the line of

objectives and research question. It also carries the implications of the study, recommendations,

limitations of the study, suggestions for further research as well as the conclusion.

Discussion of the Findings

The findings in this research have been discussed based on the structure of the

questionnaire which as earlier noted was constructed in line with the research objectives and

research question.

Provision of Reference and Information Services.

Data collected and analyzed along this line shows that current Awareness Services rank

the most often provided services from the perspectives of both users and staff. It is no surprise

that it is followed by selective Dissemination of Information in both instances, given their close

relationship. That student users attest to these indicates that these services are offered to both

students and staff users. This is very important as it would go a long way to enhance the study

and research endeavors of these groups of users. These services are attested to earlier in Edoka

(2000) and Madu (2008)

Indexing service and Abstracting services are shown to be provided often in the

institutions. These are listed together as reference services in Edoka (2000). These services must

have been provided to make the periodicals accessible to users. These are very important

because periodical articles would be lost without them. The journals for instance are a “hot

cake” in research endeavours. This is because of their rich variety of information, given the

66

multiple contributors. This information is less often captured in their titles. It is therefore

expected to painstakingly prepare indexes to these articles so as to guarantee access to them.

Furthermore, abstracts to the articles would help the user decide whether to consult the full text

or not. This saves invaluable time of users.

Another important service often carried out in the institutions is reprographic service.

This is more compelling given the reserved nature of the materials. A part from Jack‟s view

(1985) quoted in Akanya (2006) that photocopying facilities reduce mutilation of books and theft

to the barest minimum, it also generates revenue to the library. However, the equipment and

services should be arranged in such a way as not to distract other users in the section.

Users‟ instruction service is shown to be provided often. This is a welcome

development because no matter the quality and quantity of reference materials, they are valueless

if they cannot be accessed by users for whom they are meant. Reference sources are particularly

special and needs special instruction to be able to maximize their use. It is buttressed in Muoglin

quoted in Nuhu (1999) and Edoko (2000). There is need to properly articulate and execute user

instruction service among all category of users to ensure effective library service in general and

reference service in particular.

Unfortunately however, inter-library loan service, computer service, referral service are

less often provided in the libraries. These are contrary to the positions of Edoka (2000), Agu

(2006) and Mole (2006). None provision of inter-library loan services greatly limits the

accessibility of users to external resources. This service is very necessary because no library is

self-sufficient as to have in its holding all resources needed by its users. Worse still is the lack of

online information retrieval services. This puts the library services in the institutions,

67

particularly reference services in the purely manual domain. This leaves users with no option

than to resort to environments outside the library to avail themselves of these services.

Resources for reference and Information Services.

The list of reference resources in table 3 shows that only on-line catalogues are not readily

available in the libraries. Dictionaries attract the highest percentages followed by encyclopedia

and then maps. This result is not a surprise as these are the resources that readily come to mind

when reference services or section is mentioned. It is also an indication that the two are the most

consulted by users. All reference staff is agreed on the employment of and availability of the

dictionaries, encyclopedias, directories, biographies, periodicals, indexes and maps for reference

services. All the resources and more are contained in the list drawn in Babuje (2001), Madu

(2008) chigbu, Ekwelem and Ezema (2009) as well as in Okore, Asogwa and Eke (2009).

As earlier noted, only on-line catalogue attract abysmal percentage. In fact, among the

staff respondents it is zero percent. The complete absence of on-line catalogue is an indication

of lack of electronic resources in the libraries, and that leaves much to be desired. It shows that

the libraries, particularly their reference sections are cut off from the information super highway

which has democratized access to information around the world. Today emphasis has shifted

from „owning‟ to „accesses‟ to information. Academic libraries in Nasarawa state must exploit

man‟s most impactful invention of all time-the internet –otherwise they stand the risk of being

left behind if they are not already there. Reference and information services in institutions of

higher learning are too crucial to run entirely on the manual platform.

Information technology has no doubt revolutionized access to information in libraries.

Users now search databases with the use of on-line catalogue terminals which are conspicuously

68

absent in academic libraries in Nasarawa State, Nigeria. The implication of this for their

reference services is that information search cannot be provided effectively, reference questions

cannot be answered quickly and satisfactorily, worse still reference staff would appear irrelevant

to the needs of users.

Methods used for Reference and Information Service delivery.

Data analyzed on above subject matter reveals that library orientation/instruction and

ready reference questions are the most popular methods used for reference and information

service delivery. These are attested to by both users and staff alike. Library orientations when

effectively carried out go a long way to ease the burden and pressure of prospective users could

bring to bear on the reference libraries/staff. This is because the user, rather than asking question

at every turn has the know-how to help him out in some areas without bothering the staff.

Ready-reference Questions is very common service in academic libraries and require

quick answers, hence staff of these very important sections of the library are supposed to be

conversant with the reference tools required to answer these questions. The places of library

instruction and ready-reference have been earlier highlighted in Boop (1995), Edoka (2002),

Ifidon (2008) and Madu (2008).

Both groups of respondents are also agreed on the use of bibliographic verification and

current Awareness services. These methods are most likely to be explored by academic staff and

researches. It is often used to keep them aware of current developments in their areas of

specializations.

A contradiction exists in the responses of users and staff on the use of fax, telephone,

E-mail and Internet for reference service delivery. While users agreed to their use, staff

69

disagreed. Previous findings, including the observation checklist have revealed a dearth of

electronic sources in the reference section of libraries, therefore their uses, and except for

telephone is highly unlikely. The respondents are however agreed on the non use of data base

searches.

With the use of computers and telecommunication in information handling, reference service

delivery has undergone dramatic and radical changes especially with the methods employed and

the services used. This has no doubt resulted in effective search and efficient delivery for

libraries that have embraced the technology. Indeed, modern reference services now involved

the use of fax, e-mail and the internet while the face to face encounter with library users is being

rapidly faced out.

Effectiveness of Reference and Information Service.

Majority of users in the schools are of the opinion that reference and information services

are not effective. However, majority of staff opined to the contrary. This calls for concern

because the staff cannot stand as judges in their own case. This is in spite of reference resources

and services agreed to be available or provided in the sections. It is true however, that mere

availability of resources and services does not necessarily translate to effectiveness. Concerted

efforts must be made to make reference services effective in these libraries. This can be done

through regular evaluation.

Evaluation of library and information center is aimed at improving the services rendered

in that library or information center. In this regard, the evaluation of reference services would

examine the present techniques of providing services and how to improve on them for better

results. In this evaluation, the areas to concern with are; resources, services and staff.

70

Resources should focus on types of resources; manual or electronic. On manual, some

factors like recency, reputation of the authority and publishers, physical features, etc, should be

considered. The various reference services such as the one drawn out in table 2 should also be

evaluated with the aim of improving each of them. On staff, personal characteristics should be

looked into. These include areas such as good knowledge of reference resources and services,

approachability. Sound professional qualification, good public relations, availability, etc.

Evaluation of staff helps to provide a feedback to them on their performances and to see areas to

improve upon.

Hindrances to Effective Reference Services.

It was earlier established among users that reference and information services in

academic libraries in Nasarawa State are not effective.

In table 6, each of the phenomenon listed as possible hindrances to reference services was

accented to as such by both users and staff except that the letter disagreed with „staff

indifference‟ and inadequate opening hours being among the hindrances.

Inadequate funding has remained a most irrepressible monster among the hindrances to

effective reference services. Most other factors are directly or indirectly linked to poor funding.

To start with, even the parent institutions themselves do not fare better as they are also cash

strapped. The trend often is that libraries funding is done at the whims and caprices of schools

management. Regrettably, reference materials are very expensive and their costs are rising by the

year against dwindling library subvention. This has made most academic libraries to stock

outdated materials in their reference sections to the detriment of users. These issues were

bemoaned earlier in Kantumoja (1992) and Olanlokun (2003).

71

Other phenomena such as poor infrastructures, insufficient reference materials and

outdated reference materials are obviously off-shots of poor funding. With adequate funding,

necessary infrastructures, and sufficient and up- to-date reference materials would be provided.

Even the staff themselves attests to being inadequately trained. As important as current

reference materials and sufficient infrastructures are, they are dormant without adequately

trained and motivated staff. The academic and professional quality of reference staff in the

institutions are laid bare earlier in table 1B. The need for further training was expressed, in

consonance with Ezeani (2004) and Idowu (2006) earlier reviewed in chapter 2.

It is earlier noted that the academic community any where is the greatest beneficiary of

hi-tech innovation, particularly information and communication but that in many developing

countries, including Nigeria, many lecturers and students are handicapped in this era of

availability of internet facilities. The problem is confirmed in the study as posited earlier in

Oyesika (2004) and Nkiko (2006)

Earlier finding in this study shows that library orientation is executed often in the

libraries studied. How it perhaps stands as hindrance to effective reference service is the manner

it is organized. Many academic libraries carry out library orientation as a mere casual routine,

carried out for new students en-mass and in standing position. As earlier posited, there is need to

properly articulate and execute user instruction services among all category of users to ensure

effective library services in general and reference service in particular. Special attention should

also be given to users with special needs. This is the hallmark of reference and information

services. Well planned and executed library orientation would correct the anomaly in these

regard expressed in Oyesika and Oduwole (2004) and Nkiko (2006).

72

Strategies for Effective Reference and Information Services.

The data analyzed and presented in table 7 presented a number of strategies for improving

reference services as acceded to by respondents The measures are improved funding, adequate,

publicity of reference sources, introduction of compulsory user education to staff and students,

provision of adequate infrastructure, purchase of current and adequate reference materials

,employment of qualified reference personnel, application of ICT facilities to reference services,

formulation of well defined reference policy and training and retraining opportunities to be

provided for reference librarians.

The success and sustenance of every organization including the library is unarguably tied

to funds. The place of funds and funding in library services were earlier captured in Dauda

(1995), Anafulu (1996) and Igbo (2006). Since poor funding has remained a recurrent decimal in

academic libraries it behooves on management to explore alternative means to supplement their

allocation. The reference section for instance can be re-organized to provide services to the

public for fee. The same can be done to binding and reprographic services. In any case, there is

urgent need for government at all levels to review its financial commitment to the education

sector. The UNESCO recommended 26% of all government budgets for education, but what is

being allocated annually is abysmally low. An improved funding would settle a lot of other

problems such as provision of adequate infrastructure, purchase of adequate and current

reference materials.

The importance of employment of qualified personnel to undertake reference services

cannot be over-emphasized. This is because the quality of services rendered by a reference

librarian is directly proportional to the professional training and other competencies developed.

73

Such competencies include adequate computer literacy, acquisition of information

communication technology skill, communication ability and other personal traits. The researcher

fully aligns with the views of Olanlokun (2003), Nkiko (2006) and Madu (2008) on the

qualification and competences and personalities of the reference librarian earlier advanced.

The search for information is assuming dimension whereby an information user is

increasingly becoming conscious of an individualized approach. In this regard, the user wants a

personalized access to information without much assistance from the reference librarian. This

approach can be easily realized by the use of computerized sources, which unfortunately is

lacking in the institutions studied. The traditional information sources like encyclopedias,

dictionaries, directories etc cannot provide the above opportunity. Though computerized sources

may not out rightly replace print formats, it is wise to maintain the two side by side. The

consequences of remaining in the purely manual domain have been highlighted earlier in the

work. The potentialities and impact of electronic sources in reference and information services

are also captured in Daniel (2000) and Nkiko (2006). Library management of tertiary institution

in Nasarawa State must review their reference policies to embrace computerized sources of

information.

Respondents are also agreed that introduction of compulsory user education to staff and

student users would enhance effective reference and information services. A lot of students

graduate from tertiary institutions without knowing what reference sources are. The practical

modality recommended in Nkiko (2006) should be adopted for effective users education.

Special training and retraining opportunities should be provided for reference librarians.

This will ensure necessary competences for them to face realities on the job rather than

74

depending on more or less theoretical classroom experience. Resource person for such training

could be gotten from or within outside the library and the training could be in-house, external or

both staff training programmes could help to achieve the competences expressed in Ezeani

(2004) and Idowu (2006)

Implication of the Study

The result of this study has grave implications for reference and information librarians,

library managements and the government/proprietors of institutions of higher learning.

The reference librarians are expected to harness information from reference sources and

make them available in the most suitable form for users. These services would in turn impact

positively on the study and research performances of patrons, thus leading to the achievement of

the institutions main objectives. The study would help the reference librarian to improve in their

services to their patrons. For enhanced services, reference librarians must of necessity develop

themselves not only academically in the profession, but must embrace relevant skills like the

computer literacy and ICT competences.

For library administrations of institutions of higher learning, it could be gleaned from the

study that poor funding, inadequate and outdated reference sources constitute major hindrances

to effective reference and information services. Efforts should be intensified to reverse these

factors as anything to the contrary impedes effective reference services

The government must encourage institutions of higher learning which it sets up to

achieve its purpose. One major way is by adequate provision of funds and monitoring of such

funds to ensure that the libraries receive their due allocation to enhance reference and

information services.

75

Recommendations

Based on the findings and implications of the study, the following recommendations have

been drawn.

1 Reference librarians/staff should be encouraged to pursue higher levels of education and

attain higher professional skills.

2. Library management should enter into inter-library loan service, online services and referrals

Services. These will ensure a robust reference services to users

3. Regular evaluation of reference and information services should be carried out in the

Libraries. This would result in an improved service delivery

4. Library management should sue for improved funding of the library with the school

management as well as explore other avenues of revenue generation to supplement their

allocations.

5. Efforts should be made to stock the reference sections with adequate current materials for

effective reference services.

6. Library management should plan and execute a practically oriented instruction to staff and

students users.

7. ICT Facilities must of necessity be acquired and introduced to reference services for best

results

8. Reference librarians /staff should be adequately equipped with relevant ICT competences that

would place them to meet the current information challenges.

76

9. The reference environment should be properly arranged to ensure adequate comfort for users

and staff

10. There should be a formulation of a well-defined reference and information policy.

Limitations of the Study

Some limitation could be noticed in this study. The question against cluster A for

instance does not appear to convey the complete message. The same is the case with cluster C

question.

The response options in cluster A; less often (LO) and not often (NO) carry some measure

of ambiguity. Some respondents found it difficult to make a clear distinction between the two.

Thirdly, four methods were lumped together in item no.29. These are fax, Telephone, E-

mail and Internet. The responses to this item are unclear as one cannot say which of the methods

response is stood for. They should have been separated for clarity.

For cluster A, the phrase “in your library” should have been added to question to make it

stand better and more meaningful. it would have read “please indicate by a tick ( ) how often

these services are offered in your library “. The same addition is needful in cluster C question.

Through the absence of these phrases does not make a significant impact as respondents

deciphered the questions on their own.

The ambiguity associated with the response options less often and not often was cleared

with respondents who asked the researcher for clarity. Not often was explained to mean “rarely”

Suggestion for Further Research

77

This research work is not conclusive in itself as far as the subject of reference and

information services in academic libraries is concerned. The following areas could therefore be

explored to further the horizon of the subject.

1. The influence of reference and information sources and services on academic performances of

users.

2. The evaluation of reference sources and services in academic libraries

3. Qualification and competences of reference staff vis-à-vis reference service delivery.

Conclusion

Reference and information service which is the focus of this research is viewed in this

work as the direct personal assistance given by the librarian to an individual client in meeting his

or her information needs. The cardinal role of reference and information services, particularly in

academic environment was vividly set out in literature review at the course of this work. A

sample user population of 272 and 7 reference librarian /staff was administered questionnaire.

Data generated was analyzed using simple percentage and the mean in appropriate cases.

The result of the study shows that current Awareness services, Selective Dissemination

of information. Indexing and Abstracting services are the major reference services rendered in

the institution studied. Only online catalogue is not available as part of the reference resources in

the libraries. Ready reference Questions , library orientation/ Instruction , bibliographic

verification and current awareness services are major methods used for reference and

information services delivery, while inadequate funding, poor infrastructures, outdated reference

materials and inadequate ICT facilities are hindrances to effective reference services . It was also

78

discovered that improved funding, provision of adequate infrastructures, purchase of adequate

reference materials, and employment of qualified reference personnel and introduction of

compulsory user education as strategies for improved reference services.

Based upon above and other findings, ten recommendations were made to effectively

redress the trend. Some of these were that library management should sue for improved funding

of the library with the school management as well as explore other avenues of revenue

generation, reference sections should be stocked with adequate current materials for effective

reference services, library management should plan and execute a practically oriented instruction

to staff and student users and ICT facilities must of necessity be acquired and introduced to

reference for best results.

Finally, the work spells out limitations for the study and how they were overcome,

and then draw suggestion for future research. The abysmally funding of the education sector,

consequently the academic libraries with ripple effect on reference and information services in

these libraries which is expressed in under-stocking of the reference section, inadequate

infrastructures outdated materials and lack of ICT facilities. However a painstaking

implementation of the recommendations made in the study would redress the ugly trend and

introduce a fresh dimension to reference and information services.

79

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83

APPENDIX A

Department of Library and information Science,

University of Nigeria,

Nsukka.

6th April, 2011

Sir/madam

REFERENCE AND INFORMATION SERVICES QUESTIONNAIRE

(RISQFRS)

I am a post- graduate student of the above named address, carrying out a research on the topic

“Reference and information services in Academic Libraries in Nasarawa State of Nigeria”. This

questionnaire is designed to aid the collection of data for the research. Please provide the

necessary information objectively as possible. Any information received shall be treated with

strict confidentiality. They are meant for academic purposes only.

Thanks in anticipation of your cooperation

Kudu Dogara

(PG/MLS/08/49463

84

REFERENCE AND INFORMATION SERVICES

QUESTIONNAIRE (RISQFRS) FOR REFERENCE STAFF

SECTION A: BACKGROUND INFORMATION

1. Name of institution …………………………………………………………

2. Years of experience as a reference librarian 1-5 ( ) 6 – 15 ( ) 11 -15 ( )

16 – 20 ( ) 21 – 25 ( ) 26 – 30 ( ) above 30 ( )

3. Highest education qualification

BLS/HND [ ] PGDL [ ] MLS [ ] PH.D [ ] OND[ ]

SECTION B: REFERENCE AND INFORMATION SERVICES

CLUSTER A: REFERENCE AND INFORMATION SERVICES OFFERED

Please indicate by a tick ( ) how often these services are offered NOTE: VO (very often) O

(often) LO (less often) NO (not often)

S/NO Services

VO O LO NO

4 Current Awareness service

5

Selective dissemination of

information

6 Indexing service

7 Abstracting service

8 Bibliographic service

9 Photocopying service

10 Computer service

11 Inter-library loan service

12 User instruction service

13 Information service

14 Online information retrieval services

15 Referral services

Other specify

85

CLUSTER B: REFEREENCE AND IFORMATION RESOURCES EMPLOYED IN

REFERENCE SERVICES.

Please indicate by a tick ( ) the resources employed for reference and information service in

your library.

16 Dictionaries [ ]

17 Encyclopedias [ ]

18 Directories [ ]

19 Bibliographies [ ]

20Almanacs [ ]

21 Biographies [ ]

22 Periodicals [ ]

23 Geographical sources [ ]

24 on-line catalogue [ ]

25 Indexes [ ]

26 manuals [ ]

27 maps [ ]

Others please specify

CLUSTER C: WHAT METHOD ARE USED FOR REFERENCE AND INFORMATION

SERVICE DELIVERY

Please indicate by a tick ( ) your view on each of the method used for information

services delivery

NOTE: SA (strongly Agree) A (Agree) SD (Strongly Disagree) D (Disagree)

S/NO METHODS SA A D SD

28 Ready Reference questions

29 Fax,Telephone,Email,Internet

30 Information and Referral services

31 Bibliographic verification

32 Selective Dissemination of information

33 Data Base searches

34 Library orientation/instruction

35 Current awareness services

Others please specify

CLUSTER D: HOW EFFECTIVE ARE THE REFERENCE SERVICES.

Please indicate by a tick ( ) How effective are the reference services in your library

36 Effective [ ]

37 very effective [ ]

38 Not effective [ ]

39 Fairly effective [ ]

86

CLUSTER E: HINDERANCES TO REFERENCE SERVICES

Please indicate your view on each of the phenomenon being hindrances to reference services

delivery.

NOTE: SA (strongly Agree), A (Agree), D (Disagree), SD (Strongly disagree)

S/NO HINDRANCES SA A D SD

40 Inadequate funding

41 Poor infrastructures

42 Insufficient reference materials

43 Outdated reference materials

44 Inadequate trained personnel

45 Inadequate of ICT facilities

46 Poor publicity of reference materials

47 Poor library orientation

48 Staff indifference

49 Poor reading environment

50 Inadequate opening hours

51 Others, please specify

CLUSTER F: STRATEGIES FOR EFFECTIVE REFERENCE SERVICES

Please indicate your view as in cluster (E) above.

S/NO STRATEGIES SA A D SD

52 Improved funding

53 Provision of adequate infrastructure

54 Purchase of adequate reference materials

55 Purchase of current reference materials

56 Employment of qualified reference personnel

57 Application of ICT facilities to reference service

58 Adequate publicity of reference sources

59 Introduction of compulsory user education to staff and student

60 Formulation of well defined reference policy

61 Training and retraining opportunities to be provided for

reference Librarians

Others, please specify

87

APPENDIX B

Department of Library and information Science,

University of Nigeria,

Nsukka.

6th April, 2011

Sir/madam

REFERENCE AND INFORMATION SERVICES QUESTIONNAIRE FOR USER (RISQFU)

I am a post- graduate student of the above named address, carrying out a research on the

topic “Reference and information services in Academic Libraries in Nasarawa State of Nigeria”.

This questionnaire is designed to aid the collection of data for the research. Please provide the

necessary information objectively as possible. Any information received shall be treated with

strict confidentiality. They are meant for academic purposes only.

Thanks in anticipation of your cooperation

Kudu Dogara

(PG/MLS/08/494

88

REFERENCE AND INFORMATION SERVICES

QUESTIONNAIRE (RISQFU) FOR USERS

SECTION A: BACKGROUND INFORMATION

1. Name of institution …………………………………………………………

2. Department …………………………………………………………………….

3 YEAR OF STUDY…………………………………………………………………..

SECTION B: REFERENCE AND INFORMATION SERVICES

CLUSTER A: REFERENCE AND INFORMATION SERVICES OFFERED

Please indicate by a tick ( ) how often these services are offered NOTE: VO (very often) O

(often) LO (less often) NO (not often)

S/NO Services

VO O LO NO

4 Current Awareness service

5

Selective dissemination of

information

6 Indexing service

7 Abstracting service

8 Bibliographic service

9 Photocopying service

10 Computer service

11 Inter-library loan service

12 User instruction service

13 Information service

14 Online information retrieval services

15 Referral services

Other specify

89

CLUSTER B: REFEREENCE AND IFORMATION RESOURCES EMPLOYED IN

REFERENCE SERVICES.

Please indicate by a tick ( ) the resources employed for reference and information service in

your library.

18 Dictionaries [ ]

19 Encyclopedias ] ]

18 Directories ] ]

19 Bibliographies [ ]

20 Almanacs [ ]

21 Biographies ]

22 Periodicals [ ]

24 Geographical sources [ ]

24 on-line catalogue [ ]

25 Indexes [ ]

26 manuals [ ]

27 maps [ ]

Others please specify

CLUSTER C: WHAT METHOD ARE USED FOR REFERENCE AND INFORMATION

SERVICE DELIVERY

Please indicate by a tick ( ) your view on each of the method used for information

services delivery

NOTE: SA (strongly Agree) A (Agree) SD (Strongly Disagree) D (Disagree)

S/NO METHODS SA A D SD

28 Ready Reference questions

29 Fax,Telephone,Email,Internet

30 Information and Referral services

31 Bibliographic verification

32 Selective Dissemination of information

33 Data Base searches

34 Library orientation/instruction

35 Current awareness services

Others please specify

CLUSTER D: HOW EFFECTIVE ARE THE REFERENCE SERVICES.

Please indicate by a tick ( ) How effective are the reference services in your library

36 Effective [ ]

37 very effective [ ]

38 Not effective [ ]

39 Fairly effective [ ]

90

CLUSTER E: HINDERANCES TO REFERENCE SERVICES

Please indicate your view on each of the phenomenon being hindrances to reference and

information services delivery.

NOTE: SA (strongly Agree), A (Agree), D (Disagree), SD (Strongly disagree)

S/NO Hindrances SA A D SD

40 Inadequate funding

41 Poor infrastructures

42 Insufficient reference materials

43 Outdated reference materials

44 Inadequate trained personnel

45 Inadequate of ICT facilities

46 Poor publicity of reference materials

47 Poor library orientation

48 Staff indifference

49 Poor reading environment

50 Inadequate opening hours

51 Others, please specify

CLUSTER F: STRATEGIES FOR EFFECTIVE REFERENCE SERVICES

Please indicate your view as in cluster (E) above.

S/NO STRATEGIES SA A D SD

52 Improved funding

53 Provision of adequate infrastructure

54 Purchase of adequate reference materials

55 Purchase of current reference materials

56 Employment of qualified reference personnel

57 Application of ICT facilities to reference service

58 Adequate publicity of reference sources

59 Introduction of compulsory user education to staff and student

60 Formulation of well defined reference policy

61 Training and retraining opportunities to be provided for

reference Librarians

Others, please specify

91

TABLE 1

OBSERVATION CHECK LIST

Resources Available for Reference and information services

S/NO RESOURCES NSUK CEO NASPOLY

1 Dictionaries

2 Encyclopedias

3 Directories

4 Bibliographies

5 Almanacs

6 Biographies

7 Periodicals

8 Geographical

sources

9 Electronic source

Key: A (Available) NA (Not Available

In order to obtain clearer information, the researcher will use observation checklist to show the

resources available in Nasarawa State academic libraries

92

APPENDIX C

NUMBERS OF REGISTERED USERS OF REFERENCE AND INFORMATION SERVICES

OF THE THREE INSTITUTIONS IN NASARAWA STATE ACADEMIC LIBRARIES

Institution Users Population Sample Population

Nasarawa State University 612 20% 122

C.O.E Akwanga 424 20% 85

Nasarawa State Polytechnic 325 20% 65

Total 1,361 272

Source: Office of the Librarians of NSUK, COEA, and NASPOLY records of 2010