ABSTRACT
The proliferation of
information and communication technology has had a significant influence on
knowledge sharing practices and service delivery in organizations. This has
raised the consciousness of libraries to adopt the use of social media for the
exchange of knowledge and to improve library services. Studies have indicated
that knowledge sharing practices are not fully integrated in most libraries
while there seems to be lowprovision of a technology enhanced library services
in most libraries. Hence, this study investigated the extent to which social
media is used to share knowledge and improve library services in tertiary
institutions in Lagos State, Nigeria.
The survey research
design was used for the study. The population of the study consisted of all 204 librarians
in 21 tertiary institutions in Lagos State. Total enumeration was used for the
study. A self structured questionnaire titled “Social Media Use as a
Determinant of Knowledge Sharing Practices and Service Delivery” (SDKS) was
used for data collection. 204 copies of the questionnaire were administered and
returned. The Cronbach’s alpha reliability test for each of the variables
ranged from the Types of Social Media Use (0.93)
to the Types of Library Services (0.95). Data collected were analyzed using
descriptive statistics for the research questions while linear regression was
used to test the hypotheses.
Findings revealed that social
media use (β =.377, p<0.05) had a significant positive
influence on knowledge sharing practices,also, social media use (β =.397, p<0.05) had a significant positive influence on service delivery of
librarians in tertiary institutions in Lagos State. In addition, the study
showed that librarians mostly use brainstorming and verbal discussions forknowledge
sharing among other knowledge sharing practices, which implied that knowledge
sharing practices of librarians were low. Also, the services provided by librarians
were e-reference services, database search, online user education and e-reader
services among other available library services. This indicated that the provision
of library services were moderately low in the library while findings revealed
that available social media tools were not fully utilized by librarians in
tertiary institutions in Lagos State.
The
study concluded that social media use had a positive influence on knowledge
sharing practices and service delivery of librarians in tertiary institutions
in Lagos State. The study recommended that knowledge sharing practices such as mentoring,
community of practices, staff meetings and storytelling that were scarcely used
to share knowledge should be encouraged in the library. Also librarians should
promote e-library services such as e-current awareness services, selective
dissemination of information, instant messaging services and distance learning
services using diverse social media tools such as Pinterest, Ning, Flicker,
Del.icio.us, Instagram and Social Bookmarking that were sparingly used in the
library.
CHAPTER ONE
INTRODUCTION
1.1 Background to the Study
In recent times, the use of
social media has become a habitual part of everyday life. This is as a result
of the proliferation of Information and Communication Technology (ICT). It has
taken over the traditional means of communication such as face to face
interaction because of its dominant influence on the user community. The term social media is broadly known as
computer- mediated tool that allows people to create, share or exchange
information, ideas, pictures and videos in virtual communities and networks.Social media is also known as a tool for
interaction that gives room for exchange of knowledge between users. In a
library environment, social media is viewed as Library 2.0 which is a form of
communication and socialization among librarians and patrons while librarians are professionals concerned with the collection, storage,
processing and dissemination of recorded knowledge in the library.
Studies have shown that
librarians are using different social media tools such as Microblogs, Instant
Messaging, Blogs, Wikis and
Social Bookmarking for different purposes
(Dickson & Holley, 2010). Other social media tools which librarians have
been using advantageously include; Facebook, WhatsApp, Twitter, YouTube,
LinkedIn and Google+. However, the
extent to which these social media tools are used for knowledge sharing and
service delivery is not certain.Library
professionals in this information age are expected to take advantage of the
influx of technology to exchange knowledge and provide library services to meet
up with the information needs of library users; and social media has posed
itself as a medium of taking information to the door steps of library patrons
in the 21st Century.
Social media is a tool that can flourish in Nigerian academic libraries
with the advancement in technology. Nigeria
as a developing country has witnessed the establishment of libraries in all the
States in the country. Academic libraries in Nigeria are looking out for
technology channels to share knowledge and improve library services. Social
media are tools that Nigerian libraries can use to reach out to a large number
of the user community. Citing Akporhonor
and Olise (2015) on their findings on social media use by librarians in South-
South, Nigeria revealed that social media enhances communication among
librarians and the user community but social media is underutilized by
librarians in South-south, Nigeria for the provision of library services. The
study emphasized that in order for librarians to reach out to the 21st
Century users, social media is a channel of reaching out to the patrons.
Another study on social
media use revealed that social media is mostly used for socialization among
friends and keeping up to date with current trends, citing reference to
Madhusudhan (2012) in a survey on the University of Delhi scholars to ascertain
the use, benefits, and defects of using social media. The study found that a
large number of Delhi University scholars are aware of social media and some
use social media for communication purpose only; others use social media to
connect with the academic community and source information and knowledge from
others. The study also found that majority of the scholars’ use social media
for “lurking” (that is reading the postings in an internet forum without actively
contributing) while a few of the scholars use it for the
promotion of research.
There is much benefit from connecting with people through social media,
whether to network, promote a product or service, or to keep abreast with the latest
news (Bell, 2014). The use of social media is a new means by which the library can showcase
the services it can render to the user community. This will enhance the
reputation of the library in that it gives the library unrestricted interaction
between librarians and the patrons. Social media serves as a platform to create
a better understanding of the information needs of users and also create an
awareness of the services available in the library.
The use of social media is cost effective and enables individuals in
terms of communication and information sharing by creating online virtual
communities (Fu, Lui & Wang, 2008). Social media use in the library is also
relevant because it facilitates communication process between librarians and
the patrons, improves marketing of library services, creates awareness of
library resources, enhances collaboration among librarians and provides
feedback on the services offered to the patrons (Gupta, Uautam & Khare,
2014).
Computer-Supported Collaborative
Learning (CSCL) is a crucial aspect of effective learning that encourages
learners to interact with each other through social media (Weinberger &
Fischer, 2006). In this modern society, the mere mention of
social media springs up excitement especially among individuals who have
embraced technology. Among the common social media tools that can be used by
librarians to enhance knowledge sharing and service delivery include: Facebook,
Twitter, WhatsApp, YouTube, SlideShare Pinterest and so on.
Zande (2013) noted that the use of social media for work purposes have a
positive effect on knowledge sharing within an organization which is influenced
by the organizational culture towards its use. Social media, however, enables
users to easily share knowledge among themselves with the aid of ICT (Panahi,
Watson & Partridge, 2012).Knowledge
sharing is an aspect of knowledge management considered as a process of transferring knowledge such as skills,
experiences and understanding between individuals, groups and organisations while knowledge
sharing practices are diverse personal interactive processes such as
discussions, debates and meetings, where one is influenced by other’s
experiences (Latupapua, 2016). Other
knowledge sharing practices include; verbal
discussion, seminars/workshops, mentoring, staff meetings, storytelling,
community of practice, and so on. Knowledge
sharing practices are means where people share what they know. Knowledge
sharing practices in organisations is important because it brings about
innovation and creativity.
Knowledge sharing is a new concept and has not
been fully integrated in libraries. Today, libraries are becoming more
conversant with the benefits of knowledge sharing practices and creating
avenues to introduce knowledge sharing in the library, citing reference to Mosha,
Holmner and Penzhorn (2015) who conducted a study on the librarians of
Nelson Mandela University and found that knowledge sharing practices in the
library is low. In Malaysia, the case is the same with reference to Chong (2003) whose findings showed that libraries have not fully
implemented knowledge sharing except few government bodies who only use face to
face interaction to share knowledge.
The contemporary society has developed huge
interest in the area of knowledge due to its benefits to the society and
organizations. It is all about
bringing and getting knowledge, where individuals learn from experiences from
each other through the knowledge shared. On the other hand,the library
profession has attempted to identify the means by which librarianscan promote
knowledge sharing practices among librarians through the use of social media.
Knowledge sharing in a social media environment is important among librarians
because it gives librarians unique ideas on how to serve the patrons better.
Knowledge sharing practices brings out the best from librarians because shared
understanding is a driving force for the growth of any organisation. The value
of knowledge is viewed in two different ways; knowledge creation and knowledge
sharing. Once knowledge is created, it can be used by others for different
purposes and once knowledge is shared, new knowledge is created (Alavi &
Leidner, 2001). Knowledge creation is achieved using social media through the
communication process.
Knowledge is important in organisations
because it gives organisations its uniqueness and also makes the organisation
outsmart its competitors. Knowledge sharing practices, according to Lam (2000), is influenced by
the two broad categories of knowledge which are tacit and explicit knowledge.
Tacit knowledge is obtained through experiences and tacit knowledge is
difficult to articulate while explicit knowledge is documented knowledge
obtained through formal learning. Knowledge sharing is a key concept associated with the conversion of tacit knowledge to
explicit knowledge which results in the transfer of knowledge from one
individual to another.
Effective knowledge sharing boosts an
organisational intellectual capital which is the most important asset of an
organisation. MacAdam (1998) noted that knowledge sharing is an essential part
of libraries because libraries play a key role in knowledge sharing. Knowledge
sharing is achieved in the library when technical and systematic infrastructure
is put in place (Seonghee & Boryung, 2008). Harinarayana and Raju (2010)
opined that libraries use social media to provide organized resources, arouse
user participation and engage in the act of knowledge sharing. Furthermore,
librarians can use social media to stimulate users in creating new library
services by contributing their knowledge online (Casey & Savastinuk, 2010).
The rate at which knowledge is shared on social media is overwhelming.
The use of ICT has made it easy for knowledge to be shared and received by
users on social media platform. The library professionals are not left out; one
will attest to the fact that even if a library does not create its social media
platform, librarians still visit social media sites for their personal
interest. Quinn, Anderson
and Finkelstein (1996) noted that the challenge to sharing of knowledge by
professionals to their peers is insecurity because professionals view their
knowledge as most precious asset in their possession which should be guided
jealously. Knowledge sharing
practices in organisations have a positive effect on service delivery by
offering new ways of promoting organisational values.
Libraries today are embarking on new ways to
enhance service provision to the users and knowledge sharing practices have the
potentials of improving library services using information communication
technology.Libraries are
becoming more relevant by providing electronic library services to support the
physical library. Technology has taken over the world of communication and libraries
are taking the opportunity to reach out to users in the electronic environment.
Meyega (2008)
defined service delivery as a process of making information resources available
through library facilities and procedures for onsite use, circulation and inter
library loans. Service
delivery is also a means that defines the interaction between providers and
clients, where the provider offers a service that can be information or a task,
and the client either finds value or looses value in the service offered (Tetra
Images, 2015).
A library is expected to provide accessible
services to its users. Librarians are required to provide services to satisfy
the information needs of the user community. Libraries provide a broad range of
services depending on the type of library. There are services peculiar to all
libraries such as reference service, current awareness services lending
services, interlibrary loans and document delivery, literature search,
selective dissemination of information, outreach services and so on (Aina,
2004). A library also provides services such as the organization of information
and analyses of information needs of users. Meyega (2008) categorized library services into user services and
technical services. User services include: circulation, bibliographic
instructions, government documentation, special collection and reference
services while technical services include: acquisition, cataloguing,
classification, interlibrary loan, serial systems and document delivery.
Literature has established that the provision
of a technology enhanced library services is low in most libraries, citing
reference to Akpoiroro and Okon (2015) in a study on students’ satisfaction
with service delivery in federal universities in South-South, Nigeria, revealed
that students satisfaction with library services were low due to inadequate
information technology facilities in the institution. Mishra (2008) noted that today’s users are anxious in getting handy
electronic information resources to meet their needs and the ability to make
available speedy and easy retrieval of information resources poses a challenge
to library professionals. The traditional library is evolving to the electronic
library. The electronic
library services are important because it gives libraries the room to attend to
users in the global community. Electronic library services commonly used on the
Internet and the World Wide Web include; computerized library catalogs,
electronic databases, instant messaging services, distance learning services,
virtual references and interlibrary loans.
Libraries in this information age offer
services in physical and electronic formats. Librarians are extending services
beyond the physical walls of a building by shifting from the physical library
to the electronic/virtual environment. Libraries in the technology era provide
services via the virtual library and also through the Internet. In order for
libraries to remain significant towards the provision of quality services;
social media is a tool that can assist libraries to meet up with the
challenging needs of users in this contemporary society (Meyega, 2008). The findings of the study conducted by Ikonne, Onuoha and Madukoma (2013) on
marketing of information services in the social media framework of
communication showed that promoting library services is a means of preparing
the library to face the technology transformed world. The study revealed that
the use of some social media tools is easy and cost effective. The study
concluded that using social media for service delivery will make libraries more
interesting in the area of library acquisition, organisation and dissemination
of library services.
In a study carried
out by Ayiah and Kumah (2011) at the University of Winneba on social media
tools for effective service delivery found that the idea of social media use by
librarians to offer services is embraced by the users who prefer library
services on social media sites which will inspire them to learn and also
entertain themselves at the same time. The study also found that 72% of
respondents’ preferred accessing the library’s web page on social media to
enable them make comments on issues confronting them. Islam and Habiba (2015) in a study on the
use of social media in Bangladesh found that majority of librarians in
Bangladesh were of the opinion that social media use by librarians have
expanded in recent times. The study revealed that social media is important in
promoting library resources and services which assists students and researchers
in the library. Majority of librarians use social media to share library news
and events, video conferencing, advertisement and research work. The study
concludes that librarians view social media as a means of sharing and promoting
library services.
The use of social media has come to stay in
the library world. A library as a learning organization can be successful by
integrating the knowledge of librarians into the process of promoting library
services. Libraries can take advantage of the use of social media for effective
knowledge sharing practices and service delivery. Therefore, it is paramount to
find out whether social media is used by librarians for knowledge sharing
practices and service delivery in tertiary institutions in Lagos Sate, Nigeria.
Lagos State is situated in the
South-west Nigeria and considered as the most densely populated States in
Nigeria and Africa (Citymayors, 2016). In 2014, Lagos State population was
estimated at 21 million. This population is made up of different ethnic groups
in Nigeria which includes: the Yorubas’, Hausas’, Igbos’ Fulanis’ and so on.
There are also immigrants in the State such as: the Americans, the British, the
Chinese, the Lebanese, the Ghanaians’ and so on. Lagos State is considered as
the most economic viable states in the country with the largest concentration of
industries, sea ports, financial institutions and learning resource centres.
The choice of Lagos State for this study is paramount because Lagos as a
developed state that has established tertiary institutions with librarians
which are expected to take advantage of the influx of technology to share
knowledge and provide library services in order to meet up with the information
needs of users.
According to World Bank (2015),
tertiary institutions refers to any type of education pursued beyond the high
school level which includes diplomas, undergraduate and graduate certificates,
associate’s bachelor’s, master’s and doctoral degrees. Tertiary institutions
include universities, colleges, technical training institutes, nursing schools,
research laboratories and distance learning centres. This study focused on
tertiary institutions in Lagos State.
1.2 Statement of the Problem
The potentials of knowledge sharing practices
and technology enhanced service delivery in organizations have raised the
consciousness of libraries to adopt technology channels to improve library
services in order to meet up with the demands of the 21st Century
users. Past empirical research has
revealed that knowledge sharing practices are not fully integrated in most
libraries and knowledge sharing brings about innovation and creativity in
organizations. On the other hand, there seems to be low provision of a
technology enhanced library services in most libraries’ which will improve the
service delivery of users in this challenging digital environment. As a result
of the importance of knowledge sharing and technology enhanced library services
in organizations, there is an increase in the number of libraries that are
adopting and implementing the use of social media for knowledge sharing and
service delivery advantageously. Despite the awareness of the potency of
knowledge sharing and service delivery, it is not certain the extent to which
social media is used to share knowledge and improve library services in
libraries in Nigeria. Therefore, this study investigated social media use as a
determinant of knowledge sharing practices and service delivery by librarians
in tertiary institutions in Lagos State, Nigeria.
1.3 Objective of the Study
The general objective of this study is to investigate the extent to
which librarians are using social media for knowledge sharing practices and
service delivery in tertiary institutions in Lagos State. The specific
objectives are to:
1.
find out
the types of social media tools used by librarians in tertiary institutions in
Lagos State;
2.
examine
the purpose for which social media is
used by librarians in tertiary institutions in Lagos State;
3.
find out
the extent of social media use by librarians in tertiary institutions in Lagos
State;
4.
ascertain
the knowledge sharing practices among librarians in tertiary institutions in
Lagos State;
5.
ascertain
the types of service delivery of librarians in tertiary institutions in Lagos
State;
6.
determine
the influence of social media use on knowledge sharing practices of librarians
in tertiary institutions in Lagos State and
7.
investigate
the influence of social media use on service delivery of librarians in tertiary
institutions in Lagos State.
1.4 Research Questions
- what are the types of social media tools used
by librarians in tertiary institutions in Lagos State?
- for what purposes do librarians use social
media in tertiary institutions in Lagos State?
- what is the extent of social media use by
librarians in tertiary institutions in Lagos State?
- what are the knowledge sharing practices of
librarians in tertiary institutions in Lagos State?
- what are the types of librarians’ service
delivery in tertiary institutions in Lagos State?
1.5
Hypotheses
The following null hypotheses were tested in the study at 0.05 level of
significance;
H01
Social media use has no significant influence on knowledge
sharing practices of librarians in
tertiary institutions in Lagos State.
H02 Social media use has no significant influence on service
delivery of librarians in tertiary
institutions in Lagos State.
1.6 Scope of the Study
The geographical scope of this
study was limited to librarians in tertiary institutions in Lagos State,
Nigeria. This includes seven universities, namely; University of Lagos, Lagos
State University, Lagos State University Teaching Hospital, Pan African
University, Lekki, Lagos, Caleb University, Ikorodu, Lagos, Eko University of Medicine, Health Sciences, Ijanikin, Lagos and
National Open University of Nigeria, Lagos. The five Polytechnics include;
Lagos State Polytechnic, Lagos City Polytechnic, Ikorodu, Isolo and Surulere,
Ronik Polytechnic, Ejigbo, Grace Polytechnic, Surulere, Lagos and Tower
Polytechnic, Mushin, Lagos while the nine colleges include Adeniran Ogunsanya
College of Education, Federal College of Education (Technical), Akoka, Michael
Otedola College of Primary Education, Lagos, Federal College of Fisheries and
Marine Technology, Victoria, Island, Lagos, Yaba College of Technology,Nigerian French
Language Village, Badagry, St. Augustine College of Education, Akoka, Lagos,
Lagos State College of Health and College of Education, Epe. The twenty one
tertiary institutions used in this study are owned and financed by private,
state and federal government of Nigeria.
The subject scope of this study
is on social media use by librarians for knowledge sharing practices and
service delivery. This study covered social media types such as; (Facebook,
Twiter, Linkedln, SlideShare, YouTube, Pinterest, Google+, Meebo, De.licio.us,
Instagram, Flicker, WhatsApp, LibraryThing, Blogs, Social Bookmarking,
Lib.ra.rious, Ning and Wiki), the purpose of social media use, and the extent
of use. The study also covered knowledge sharing practices such as
brainstorming, seminars/ conferences, staff meetings, storytelling, mentoring
and community of practices. The last was on service delivery which covered e-reference services, online user education, online-current awareness
services, online interlibrary loans, database search, e-reader services,
instant messaging services, distance learning services and selective
dissemination of information. The study excluded
physical library services and focused more on the electronic services using
social media. The study is excluding physical services because librarians in
this study are expected to use social media to provide electronic library
services to the users.
1.7 Significance of the Study
This study is considered
significant because it would enlighten librarians on the potentials of social
media use for knowledge sharing practices and service delivery in the
library. This study would strengthen library professionals’
knowledge sharing practices and highlight new and unique ways of sharing
knowledge in the library. It would also promote effective workforce
collaboration in all academic library environments. The study would build up professional
librarians who can adapt to enhanced technology based service provision for the
library patrons on social media.
This study would showcase various social media types that librarians can
use to share knowledge and improve library services. These social media tools
would help librarians to reach out to library users in the confines of their
homes, thereby, breaking the barrier of time and space. The findings of this
study would boost the ability of librarians in Nigeria to compete with other
library professionals in developed countries in the provision of a technology
enhanced service delivery.
The recommendations of this study would shed light on the perception of
librarians on the use of social media in the library which would assist library
managers in their implementation of social media use in the library. The study
would help to ascertain the extent of social media use for knowledge sharing
and service provision of the institutions under study. Recommendations would be
made in order to improve knowledge sharing and service delivery using diverse
social media tools. The study would unveil the benefits of social media use in
the library which would draw the attention of the government and the management
of private owned institutions to support tertiary institutions with necessary
infrastructure, in order to successfully implement social media use for
knowledge sharing and service delivery in tertiary institution libraries in
Nigeria.
The study would also strengthen social media use policies for knowledge
sharing and service delivery in the library. Finally, this research would serve
as a foundation for forthcoming research on social media use for knowledge
sharing practices and service delivery in tertiary institution libraries.
1.8 Operational Definition of Terms
The following terms were
defined in this study for the essence of simplicity and clear understanding:
Social Media Use: This is a process of using
social media communication tools that brings librarians and patrons together
for the purpose of interaction, sharing of information, knowledge, pictures and
videos in virtual communities and networks. E.g of social media tools include;
Facebook Twitter, SlideShare, Pinteret, Google+, LinkedIn, and so on.
Knowledge Sharing: This is a process of
exchange of ideas, experiences, skills or expertise between library
professionals.
Knowledge Sharing Practices: These are various activities librarians use
to exchange knowledge in the library such as brainstorming,
seminars, mentoring, community of practices, group discussions, and so on to
promote library services.
Service Delivery: This is a process of
providing information resources or a task to meet the needs of users through
physical and electronic channels such as; reference services, inter library
loan, user education, current awareness services, database search, reader
services, and so on.
Librarians: They are professionals
who are involved with the collection, storage, processing and dissemination of
recorded information and knowledge in the library. A librarian is expected to
hold a First degree from a library school and also a Master’s degree in Library
Science or Library and Information Studies.
Tertiary Institutions: These
are types of education
pursued beyond the high school level which include universities, colleges of
education, polytechnics and monotechnics.
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