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 studyconcluded
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 recommendedthat 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.
TABLE OF CONTENTS
Content Page
Title Page i
Certification ii
Dedication iii
Acknowledgements iv
Abstract v
Table of Contents vi
List of Tables viii
List of Figures ix
CHAPTER
ONE: INTRODUCTION
1.1 Background to the Study 1
1.2 Statement of the Problem 8
1.3 Objective of the Study 8
1.4 Research Questions 9
1.5 Hypotheses 9
1.6 Scope of the Study 10
1.7 Significance of the Study 11
1.8 Operational Definition of Terms 12
CHAPTER
TWO: REVIEW OF LITERATURE
2.0 Introduction 13
2.1 Social Media use in Libraries 13
2.2 Knowledge Sharing Practices 20
2.3 Service Delivery in Libraries 23
2.4 Social Media Use and Knowledge Sharing Practices in Libraries 24
2.5 Social Media use and Service Delivery in Libraries 28
2.6 Social Media Types for Knowledge Sharing Practices and Service Delivery in Libraries 36
2.7 Theoretical Frameworks 41
2.8 Conceptual Model 44
2.9 Appraisal of Literature 46
Content Page
CHAPTER
THREE: METHODOLOGY
3.0 Introduction 47
3.1 Research Design 47
3.2 Population 48
3.3 Sample size and sampling Technique 49
3.4 Research Instrument 49
3.5 Validity and Reliability of Research Instrument 50
3.6 Method of Data Collection 50
3.7 Method of Data Analysis 50
3.8 Ethical Consideration 51
CHAPTER FOUR: DATA ANALYSIS, RESULTS
AND DISCUSSION OF FINDINGS
4.0 Introduction 52
4.1 Demographic information 53
4.2 Analysis of Research Questions 55
4.3 Test of Hypotheses 64
4.4 Discussion of Findings 66
CHAPTER FIVE: SUMMARY, CONCLUSION AND RECOMMENDATIONS
5.0 Introduction 71
5.1 Summary 71
5.2 Conclusion 72
5.3 Recommendations 72
5.4 Contribution to Knowledge 73
5.5 Suggestion for Further Studies 73
References 75
Appendix A: Questionnaire 90
Appendix B: Ethical Clearance
LIST OF TABLES
Table Page
3.1 Study Population 45
4.1 Demographic Characteristics of the Sampled Participants N=204 49
4.2 Types of Social Media Use by Librarians 51
4.3 Purposes of Social Media Use in the Library 52
4.5 Extent of Social Media Use in the Library 53
4.6 Knowledge Sharing Practices in the Library 55
4.7 Types of Library Services 56
4.9 A Summary of Linear Regression Analysis showing the influence of social media use on knowledge sharing practices of librarians in tertiary institutions in Lagos State 57
4.10 A Summary of Linear Regression Analysis showing the influence of social media use on service delivery of librarians in tertiary institutions in Lagos State 58
LIST OF FIGURES
Figure Page
2.2 Conceptual
Model of Social Media Use as a Determinant of Knowledge 41
Sharing Practices and Service Delivery(Self-constructed) 2016.
CHAPTER ONE
INTRODUCTION
- 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.
- 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.
SOCIAL MEDIA USE AS A DETERMINANT OF KNOWLEDGE SHARING PRACTICES AND SERVICE DELIVERY BY LIBRARIANS INTERTIARY INSTITUTIONS IN LAGOS STATE, NIGERIA
