EFFECTS OF UNSKILLED PERSONNEL IN INFORMATION

CENTRES. ACASE STUDY OF KEUMBU COMMUNITY

INFORMATION RESOURCE CENTRE

PRESENTER : METRINE KAMINIKA

INSTITUTION NAME : EAST AFRICA INSTITUTE OF

CERTIFIED STUDIES (ICS COLLEGE)

COURSE : CERTIFICATE IN INFORMATION STUDIES

INDEX NO : 44524

COURSE CODE :1913

SUPERVISOR : LEAH WAFULA

PRESENTED TO THE KENYA NATIONAL EXAMINATIONAL

COUNCIL FOR THE AWARD OF THE CERTIFICATE IN

INFORMATION STUDIES.
DECLARATION

I declare that this is my original work that has not been published or presented
in any learning institution for fulfillment of examination requirement.

NAME: METRINE KAMINIKA

SIGNATURE:…………………………………

DATE :

DECLARATION BY THE SUPERVISOR

This project has been submitted to the department with my approval as

supervisor

NAME: LEAH WAFULA

SIGNATURE:…………………………………

DATE:

i
DEDICATION

I dedicate my project to my beloved parents without forgetting my lecture they

have done everything possible for this project to be successful.

ii
ACKNOWLEDGEMENT

I acknowledge the guidance and encouragement offered to me by my supervisor

through the entire process of this project. I am obliged to my parents, brothers

and sisters for their input both psychological moral and financial support during

this project writing. If it were not their assistance I would have not reached this

far.

Also my friends should receive this special recognition together with my

college and lectures for their support and guidance during the period of report
writing.

Lastly I am personally grateful to East Africa Institute of Certified Studies (ICS

College) for

coming up with a programme that has sharpened me with quality skills and
knowledge for my future life.

iii
TABLE OF CONTENTS
Contents
DEDICATION .................................................................................................................................... ii
ACKNOWLEDGEMENT ................................................................................................................. iii
TABLE OF CONTENTS ................................................................................................................... iv
ABSTRACT....................................................................................................................................... vi
CHAPTER ONE ..................................................................................................................................... 1
1.1 Introduction ....................................................................................................................................... 1
1.2 Statement of the problem .............................................................................................................. 1
1.4 The objective of the study ....................................................................................................... 2
1.5 Research questions ........................................................................................................................ 2
1.6 Significance of the Study .............................................................................................................. 3
1.7 Limitation of the study .................................................................................................................. 3
1.8 DEFINITION OF TERMS............................................................................................................ 3
CHAPTER TWO .................................................................................................................................... 5
2.1 LITERATURE REVIEW ....................................................................................................... 5
CHAPTER THREE .............................................................................................................................. 12
3.1 Methodology research ................................................................................................................. 12
3.2 Research design .......................................................................................................................... 12
3.3 Sampling procedure .................................................................................................................... 12
3.4 Data collection procedure ........................................................................................................... 13
3.5 Data collection procedure ........................................................................................................... 13
CHAPTER FOUR............................................................................................................................. 14
4.0 DATA PRESENTATION, ANNALYSIS,FINDING CONCLUSION AND
RECOMMENDATION .................................................................................................................... 14
4.1 Introduction ..................................................................................................................................... 14
4.3 Qualification of Library users .................................................................................................... 16
4.4 Problems in the information personnel development and termination in bukembe information
centre ................................................................................................................................................. 17
4.5 Challenges facing information personnel in bukembe information centre ................................. 18
4.6.1Policy ........................................................................................................................................ 20
4.6.2Staff ........................................................................................................................................... 20
4.6.3Funds allocation ........................................................................................................................ 20
4.6.4 Space ........................................................................................................................................ 20
CHAPTER FIVE .................................................................................................................................. 22

iv
5.1 Conclusion .................................................................................................................................. 22
5.2 Recommendations ....................................................................................................................... 23
APPENDIX ....................................................................................................................................... 28
APPENDIX 1: QUESTIONAIRE .................................................................................................... 28

v
 ABSTRACT

An information personnel is a very vital element for any centre to run

effectively. The research at Keumbu Community Information Centre is to

identify policies governing information personnel recruitment, i.e. employment

process, the personnel involved, sources of finance, problems encountered

during the process, development plans and termination process. This paper

argues that the main cause of unskilled labour has led to deteriorating of

information services and information marketing.It outlines the evidence in

support of this view.

The researcher used both quantitative and qualitative methods of data collection

to provide a wholesome approach and in depth understanding about the research

(content) and allowing the researcher to deal with complexity, content and

person and their multitude of factors.

The researcher finds more methods of sampling which includes theoretical

sampling random sampling, persuasive sampling and systematic sampling .The

technique used to carry out research includes interviews, questionnaire,

observations, and documentary methods.

The researcher shall get introductory letter from the organization in order to get

permission from the head of the college for her to carry out the data

procedure.The questionnaires consist of open and closed ended questions . The

vi
questionnaires to respondents were administered in person since the area under

study is centrally located where the respondents were easily identified.

The data was packaged into a suitable form for presentation using tables, pie

charts, bar graphs and percentages.The researcher gave the findings, conclusion

and the recommendations on ways of solving various problems encountered for

future improvements within the Information Centres. Problems in the

information personnel development and termination were established and

solutions suggested.

The researcher came up with the challenges hindering the information

marketing such as inadequate finance , Lack of updatability of information

materials, regular losses and damages of the information materials. The paper

concludes with a look at the future and at the implications for library policy.

vii
 CHAPTER ONE

1.1 Introduction

Information personnel play an important role in a society, libraries being the

most an important resource center. Libraries are established to enable users

improve academically in their learning programmes. The main purpose of the

study is to find out effects of unskilled personnel in information centre.

libraries. Therefore information personnel is a social and managerial process by

which information centers create value for customers and build customer

relationship. So information personnel are important in that it creates awareness

to the customers about what already exists within the information centre

(library).

1.2 Statement of the problem

Information personnel is the most important resource in any organization. It is

very important to all members of the public especially the librarians which

meets the information needs through marketing of information so as to enable

the users to know what is available in the library. Currently, there is a lot of

information being generated and people keep on seeking information that is

updated. There is therefore a great need for skilled information personnel who

can keep analyzing , processing, collecting and storing the library collection. It

1
should be clear that without a qualified and skilled information personnel, then

there will be irrelevancy and confusion in the collection.

1.3 PURPOSE OF THE STUDY

1. To find out the effect of unskilled personnel in information centres.

2. To find out if there are policies on personnel management at the information

centres.

3. To find out the process of recruitment of the personnel.

4. To find out if there is a plan for personnel development and their

termination.

1.4The objective of the study

1. To find out the effect of unskilled personnel in information centres.

2. To find out if there are policies on personnel management at the information

centres

3. To find out the process of recruitment of the personnel.

4. To find out if there is a plan for personnel development and their termination

1.5 Research questions

1 What is the qualification of the present personnel?

2 Do you have policies on personnel management?

3 Do you have a laid down procedure on personnel recruitment?

4 Do you have a personnel development and termination plan in your

institution?

2
1.6 Significance of the Study

There is proper information personnel; it‘s beneficial to users of information

centers because it helps in creation of awareness to the users about what is

already available in the library, it also helps the researchers identify and know

their expectations so as to achieve full use of information resources in the

library.

1.7 Limitation of the study

1 The researcher had limited time for travelling to the sampled area since I

was the student

2 The researcher had no adequate funds to print the questionnaires and the

interview schedules, as some of the respondents were also asking for the

lunch before responding to the questionnaires.

1.8 DEFINITION OF TERMS

Information : It‘s an assemblage of recorded data on a

comprehensive form both recorded on paper or

electronics and capable of communication

Personnel : It‘s the people employed in the information

Information marketing : This is a social and managerial process by

which information centers value for users and build user relationship.

3
Library : It‘s an information centre that collects, acquire,

select,store, process and disseminate information to appropriate information

seekers

Information Centres : These are institution /organization that collect,

select, process, stores and disseminate information to the seekers.

4
 CHAPTER TWO

2.1LITERATURE REVIEW
This concerns related literature from research, journals, newspapers and
magazines about the effects of unskilled personnel in information centers. The
researcher used the same criteria to come up with the compilation of related
information in the area of study to consult and compile information to be used
and facilitate the services of information personnel on information materials and
minimize challenges faced by the information users and the effects on
information marketing.

The chapter deals with the view of related literature by the researcher about the
effects of unskilled information personnel in information centers.

Information marketing

Authors such as slanton Etzel and walker (1991:13) mccarthy and

peameat1993:46) and kotteler and Armstrong (1997:52) agree that the

traditional has been Information personnel defined as a set of controllable

instruments to manage the uncontrollable and dynamic marketing environment

and consist of four major elements,

 Price

 Products

 Promotions

 Place

According to Liswood(1987:73-77) and Groonrrons(1994:4)the library focuses

on the acquisition providers .acquisition is important but emphasis has to move

to the retention of users and the service providers loyalty; an important

5
application to information personnel in library is that sponsorships might aimed

at increasing loyalty among users ,other libraries and even outsiders.

Donath(1991; 14) argue that there is an over emphasis on the factual user needs

that price service and the product as marketing instrument and an under

emphasis on place and promotions of information within and outside the

college.

Chintaguta and vilcassim 1994; 87) agrees that it‘s important to emphasis on the

user needs that the organs/library will not make a misallocation of library

resources between marketing mix instruments in library.

Van den Built(1992;93)van water shoot (1992;83-93) suggested a new

classification which can be applied more effectively in funding the library by

the parent organizations through provision of information materials in the

library and since the library are non profit making organizations has different

approaches to generate revenues.

1) Pleading –out right contributions and symbolic memberships.

2) performance-producing something of value which the target market is

willing

A brief review of literature by Herbst Van Heeden(1995; 1-5) identified a

considerable number of information personnel that any additional personnel

should have to broaden management perspective towards a wider spectrum of

servicer delivery and augmentations

6
Mitchell (1991-12) says that marketers have been griping towards a bigger -

whole they increasingly a cross over other specialization this is perhaps one of

the reasons why marketing texts differ on the exact composition of the

marketing communication mix.

Van water shoot and van den belt 91992; 83-930) adds that Marketers are and

more concerned by the way the whole organization presents itself different

stakeholders.

It can therefore be expected that the functional cross over will increasingly

overlap between marketing and public relations and therefore there a lot of new

and more appropriate methods that the library should adopt.

Kotteler (1992; 50-52) coins the idea of a new parallax in marketing, he

emphasis that organizational (libraries) need to practice wrap around marketing

which encompasses as both getting and retaining customers; libraries should

therefore build stronger relationships with their profitable customers

Grooms(1994;4-20) strengthen suggestions by arguing that trends that in

modern research into industrial marketing, service marketing and customer

marketing relationships with their profitable customers.The researcher however

finds out information personnel as a review of current marketing text indicates

that academics are not devoting great deal of attention to the place of

information personnel in marketing theory. this mighty create an impression

that information personnel has not yet been accepted or evaluated as an

important and relevant application of basic marketing compared to service

7
marketing, industrial or business marketing, not for profit marketing,

international or/and red tail marketing. Before information personnel are

discussed, a brief over view is needed to revisit current definitions of marketing

and related theoretical constructs and to enable management to adopt quicker rot

a first changing environment. Due to strong development for other marketing

applications new dimensions such as service marketing should not be ignored.

The information personnel should not only apply to library materials and /or

library providers but should therefore apply or be modified to address non

product such as services. Because the most information providers are in a

position to affect behavior or course be trained and empowered to deliver

service thus users will therefore choose an organization the services their needs.

Use of technology in providing library services.

Lawrence and Slaughter (1993), Berman, Bound and Griliches (1994) and

Machin (1994) argue decisively favors the technology explanation over the

trade explanation, is the rising proportion of skilled workers within most

sectors—despite the rise in their relative wage, which should tend to cause

fewer of them to be employed. The critics emphasize that the Heckscher-Ohlin

story is about intersectoral shifts in the structure of employment: for example,

lower trade barriers cause skill-intensive sectors to expand and labor-intensive

sectors to contract. The associated decline in the relative wage of unskilled

workers, by contrast, should give firms in all sectors an incentive to adopt less

skill-intensive techniques. The fact that the ratio of skilled to unskilled workers

8
has risen within most sectors thus suggests (a) that technical progress must be

biased against unskilled workers; and hence (b) that this bias in new technology,

rather than trade, is widening wage differentials. One possible response, made

by Leamer (1994, 1995), is to accept conclusion (a), but to stress that

conclusion (b) does not necessarily follow from it. In a country whose trade was

diversified, where domestic prices and wages were set by world prices,

unskilled labor saving technical progress in all sectors could have no effect on

relative wages. In terms of Figure 1, such a country would be on the flat

segment of the demand curve DD, and thus the relative wage would not be

affected by a leftward shift of the curve. All that would change is the

composition of output and trade: excess supply of unskilled workers would

increase the output of labor-intensive sectors and reduce net imports of labor-

intensive goods

Mulin ET (1993) argues that since Information personnel tend to characterize

the industry as of unconditional segments without commonality because all

segments should be regarded as a homogeneous entity.

Preservation of library resources by skilled personnel .

Preservation of deteriorating information resources in libraries has become a

global phenomenon to which libraries must aggressively respond if their

mission of providing information needs of their patrons would be met.

According to Harvey (1993), the deterioration is on a massive scale;

affecting such an immense volume of material in libraries throughout the

9
world that to suggest it will become the professional concern of the coming

decades is no exaggeration. Preservation issues have long been relegated to

the background even though, its effects are very manifest in our libraries.

Just recently, Girdano (2006) reported that despite increase of conceptual

perception of long term preservation issues, there seems to be a gap between

perception, policy and practices. The physical deterioration of information

resources, especially of paper-based materials has been attributed to factors

such as: level of usage, inherent chemical instability, external environmental

factors, human agents, chemical agents, biological agents; natural agents

(Unormah, 1985; Clement, 1987; Feather, 1996; Popoola, 2003; Akussah,

2006; Alegbeleye, 2008). The lack of commitment to preservation of

information resources in libraries has been hinged on many factors. Akussah

(2006) cited in Darling (1981) asserts that ―financial constraints are serious

and will become more so; but until the preservation field researches the point

at which most people know what ought to be done, the lack of money to do it

on a scale appropriate to the need is not terribly significant‖. This

submission attests to the fact that knowledge plays a key role in preservation

practices. In the same vein, Ngulube (2005) is of the view that the real

impediment to having viable preservation programmes is not entirely

resources-based, but lack of preservation knowledge. Lyall (1994) has long

identified preservation knowledge as a significant factor in preservation

endeavor by his assertion that ―the level of knowledge in a country is one of

10
the four major factors that determine the ability of any country to develop a

satisfactory preservation programme for information resources. Alegbeleye

(1999) also observed that ignorance of librarians of the agents of

deterioration serves as a major constraint to the preservation and

conservation of library and archival materials in Africa. Preservation of

information resources in Nigerian federal university libraries is an integral

library operation that can make the libraries useful. It prepares the materials

for access as long as they are wanted. Since university libraries exist to

support the teaching and learning activities through provision of current, up-

to-date information, preservation must be given adequate attention. Feuder

(1996) pointed out that preservation is indeed a central issue in modern

librarianship, and one which will continue to be of concern to the end of this

century and beyond.

Marketing strategies .

Hollister (2005) describe how he was able to cultivate continuous

relationship between the library and the University career services office at

the University at Buffalo. Glynn & Wu (2003) clarified that library

instructions has been strongly advocated as a tool to build liaison

relationship not only with faculty but also with non-academic units.

11
 CHAPTER THREE

3.1 Methodology research

In this chapter, the researcher compels its research design population study

sampling procedure, data collection instrument and data collection procedure

that the researcher shall use to gather necessary information personnel in

Keumbu Community Library.

3.2 Research design

The researcher used both quantitative and qualitative methods of data collection

to provide a wholesome approach and in depth understanding about the research

(content) and allowing the researcher to deal with complexity, content and

person and their multitude of factors.

3.3 Sampling procedure

The researcher finds more methods of sampling which includes theoretical

sampling random sampling, persuasive sampling and systematic sampling.

Random sampling being the most cheap and easiest way of collecting primary

data, the researcher embarked on it as the procedure used to gather information

and also to ensure that each sample units has an equal chance of being selected

for inclusion of the sample therefore they existed where the elements of random

nests, the sample was done by giving every member of population a number.

12
3.4 Data collection procedure

These are the techniques the researcher used to collect data from library. They

include: -Questionnaire, interview observation and documentary sources.

More so the researcher used questionnaires to be able to collect information

because the researcher time was spent and they were designed in Microsoft

Word format which were distributed to the respondents. The questionnaire shall

include both closed and open ended questions to enable the respondent to give

their own views for future use

3.5 Data collection procedure

The researcher shall get introductory letter from the organization in order to get

permission from the head of the college for her to carry out the data procedure.

The questionnaires consist of open and closed ended questions organized in

three categories to enable the researcher capture the marketing strategies of the

library, funds set aside for the information personnel and the staff involved in

information marketing. The questionnaires were sent to the sampled group

randomly where a group of fifty users were sampled.

13
 CHAPTER FOUR

4.0 DATA PRESENTATION, ANNALYSIS,FINDING CONCLUSION

AND RECOMMENDATION

4.1 Introduction

In this chapter, data is collected using either described method. Data will be

collected, analyzed and interpreted. The method include; questionnaire,

interview, observation and documentary services. The data was packaged into a

suitable form for presentation using tables, pie charts, bar graphs and

percentages.

4.2 Data Analysis and Interpretation

The collected data were checked for any possible statistical error of normality,
and demographic characteristics were verified to examine the data prior to the
main analysis. To check the data normality, the data met the skewness and
kurtosis measures, and the values of all variables were observed.

The questionnaires to respondents were administered in person since the area

under study is centrally located where the respondents were easily identified.
The staff and users were contacted in person in order to maximize the response
rate and minimize self-selection biases.
Table: 4.2.1. Users’ demographic response

Fifty (50) users were sampled and the response rate was as follows:

Category Male Female Frequency Percentage

(%)

Responded 30 12 42 84%

14
Non 5 3 8 16%
responded

Total 35 15 50 100%

Percentage in Response

16%

84%

Responded Non Responded

Out of Fifty (50) users sampled and issued with questionnaires only Eight (42)
representing 84% of the respondents responded and turned their questionnaires
filled. 16% of the respondents did not return the questionnaires, however, the
figure above showed that those responded were adequate to give reliable results.

15
4.3 Qualification of Library users
Qualifiaction Library users

20%

40%

1.2

36%

Degree Diploma Certificate KCSE

Out of Fifty (50) respondents, thirty (30) were males while Twelve (12) were
females representing 60% and 40% respectively. This attributed that the
majority of the users in Keumbu Community Library are males as represented
in the figure 2 above.

4.3 policy of Information personnel in Keumbu Community Library

Response No. of Respondents Percentages (%)

There is policy 35 70%

There is no policy 15 30%

Total 50 100%

From the above pie chart, it noted that the policy exist in the information centre

but not very effective this could be due to lack of proper guidelines on policy

16
promotion or the section is not independent such that they cannot implement it

on their own.

4.4 Problems in the information personnel development and termination in

bukembe information centre

The library is facing challenges such as lack of finance to have inadequate

infrastructure, proper training, Mobile based learning programmes to be

adopted for distance learning. There is inadequate physical facilities,little

attention for selection criteria and lack of apprenticeship programs due to

financial constraints.

The institutional library is a also facing the problem of outdated collection of

reading materials due to inadequate and unqualified library staff.

Another challenge is regular losses and damages to information materials. The

materials are being mishandles and minimal preservation measures are adhered

to.

17
4.5 Challenges facing information personnel in bukembe information
centre

90%

80%

70%

60%

50%

40%

30%

20%

10%

0%
Inadequate funds Lack of updated information Regular loses & damages of
materials information materials

Agree (%) Disagree (%)

The researcher wanted to find out if any problems in the centre and after study.

The researcher came up with the following challenges hindering the information

marketing.

1. Inadequate finance

The college does not have a strong body (finance)to help promoting provision

of CAS and SDI in the library .more so the current funding bodies are not well

established

2. Lack of updatability of information materials

Most materials found are not updated thus do not encourage users to come in

the library because they are bored with the old stock.

18
1 Regular losses and damages of the information materials.This is due to tear

and wear due to poor handling,Some materials are not returned after

borrowing,lack of proper knowledge in information handling.

19
6.6Findings

The researcher used the following methods to carry out survey;

Questionnaire method

Observation method/Physical method

Interview

The researcher used the three methods to access and investigates the challenges
face during Acquisition of information materials , selection, use of technology,
availability of finance to purchase new information materials etc.in a given
organization or library.

4.6.1Policy

The researcher found out that Keumbu information Resouce centre has a policy

governing the information users but it‘s not fully formulated.

4.6.2Staff

The centre was found to have inadequate staff thus delaying the provision of

materials to users

4.6.3Funds allocation

There is lack of enough funds to recruit and develop information personnel and

also to offer current awareness services

4.6.4 Space

20
There was no space to keep materials for information personnel hence cannot

accommodate the large number of users

4.6.5 Indiscpline among students.

The researcher also found out that there is indiscipline among students in the

library.some would intentionally tear books, break the library rules and policies

while in the library.

21
 CHAPTER FIVE

5.1 Conclusion
The current study examined library skills and library service performance
framework . The study found that two kinds of labor force involved in the
library industry to execute the services,the study concluded that unskilled
labor could have a significant negative impact on library service performance,
whereas skilled labor has a significant positive impact on project performance.

In the library, information personnel is the most indispensable and significant

asset to execute a the services in the library. The key purpose of this study was
to quantitatively demonstrate the impact of skilled professionalson library
services performance. Based on the findings of this study, unskilled personnel
have a lack of knowledge, lack of library skills, lack of expertise, and poor work
relations that cause a significant negative impact on service performance.
Consequently, problems arise that stagnant library quality services. Therefore,
this situation can be better handled by skilled librariarians through better
experience, knowledge, and expertise. Understanding the skilled librarians,
impact on better library services.

The library is very important to the community. Currently we have many

information generated and people looking for information to get updated. There

are challenges that impede provision of library services. Notable challenges

include indiscipline among library users, low number of library staff and lack of

cooperation among the students and the staff. There is also lack of consultation

between library users and librarians since library users consider themselves

more knowledgeable. This point to a breakdown in communication between

librarians and library users making it difficult for the librarians to demonstrate

that they have got both qualifications and a variety of skills to fulfill their

information needs. There is need to increase the number of library staff so that

22
they can efficiently meet the needs of library users. Librarians also need to

communicate with users about their services and demonstrate that they have got

the qualifications and skills to comprehend and synthesize the required

information.

5.2 Recommendations

Below are the recommendations in order to improve Keumbu community

library centre should:

1. Formulate a clear policy on user‘ development and training.

2. The library should review its policy periodically

3. The library tools and equipments should be purchased

4. The library should be allocated more funds to run effectively.

5. The library should utilize all methods of information marketing

6. In order to benefit the most from the library, librarians need to be

friendly, welcoming and helpful in order to encourage users into the

library.

7. There is need to increase the number of library staff so that they can

efficiently meet the needs of library users.

8. Librarians also need to communicate with users about their services and

demonstrate that they have got the qualifications and skills to

comprehend and synthesize the required information

23
9. The policies and rules should be enforced to make sure they are adhered

to.

10.The administration should employ qualified information personnel who

will cope up and solve the major challenges and problems encountered.

24
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place. Library Review, 47, ( 8), : 383-387. Seamans, N. H. (2002).
Student perceptions of information literacy: Insights for librarians.
Reference Services Review 30 (2): 112–123. Trushina, I. (2004).Freedom

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of access: Ethical dilemmas for Internet librarians. The Electronic
Library. 22(3: 416-421. Yount, W. R. (2006). Research design and
statistical analysis for Christian ministries

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 APPENDIX

APPENDIX 1: QUESTIONAIRE

Tick where appropriate.

A. LIBRARIAN

B. STUDENT

C. STAFF

D. ANY OTHER

1. Do your library staff serve you effectively.

3. What is your qualification?

4. Is the library well funded

5. Do you have a policy on personnel recruitment, development and

termination?

6. What problems do face while using this library?

28