Impact of Information Technology On Administrative Secretaries A Study of Sunyani Municipal Assembly 2

STU INTERNATIONAL JOURNAL OF TECHNOLOGY (STUIJT)
Vol 1 Issue 2 - August, 2016

(ISSN 2508-0997, Online)
PUBLISHED BY; WWW.STU.EDU.GH
IMPACT OF INFORMATION TECHNOLOGY ON

ADMINISTRATIVE SECRETARIES: A STUDY OF SUNYANI
MUNICIPAL ASSEMBLY
Hannah Akosua Boampong

Lecturer, Department of Secretaryship and Management Studies, Sunyani Polytechnic
Abstract
The emergence of Information and Communication Technology has made the current office look
more sophisticated and more interesting place to work and has also transformed not only the
management functions but has increased secretarial efficiency and made accessibility of
information easy for decision-making for the secretary and the management. It is sad to note that,
today some secretaries still find themselves using the conventional method of carrying out their
duties such as the use of manual type writer and others to mention but a few. This study therefore
examined the effect of Information and Telecommunication Technology on the performance of
public sector secretaries’ in the Sunyani Municipal Assembly. The review of relevant literatures
provides strong evidence of the relationship between Information and Telecommunication
Technology and the performance of employees in the Municipal Assembly. The study empirically
substantiated the results of prior studies with regard to the association between the variables used
for data collections. The empirical results suggest that the usage of computer and
telecommunication techniques does improve the performance of public sector secretaries in the
Sunyani Municipal Assembly. Hence, the researcher made some conclusion that the information
and technology revolution with the advent of modern IT facilities has contributed to the quality of
work performed by secretaries in Sunyani Municipal Assembly. The study shows that ICT use is
correlated with workers’ skills suggesting that firms that use high levels of ICT also employ more
knowledgeable workers. ICT use is also found to be correlated with organisational innovations in
production and efficiency practices, human resource management practices and product or
service quality related practices, supporting the view that
ICT and organisational changes are complemented. .
Keywords: Impact, Information Technology, Administrative Secretaries.
51
PAPER CODE: STUIJT20160030 Vol 1 Issue 2 -August, 2016 PUBLISHED BY: WWW.STU.EDU.GH
Introduction
As technology continues to expand in the office across the world, the role of the office professiona l
has greatly evolved (Buttler, 2012). He further argues that this has resulted in the increased role of
administrative secretary's activities such as storing, retrieving and integrating information for
dissemination to staff and clients. Administrative secretaries are responsible for a variety of
administrative and clerical activities that are necessary for running the organisation efficie ntly
(Daven and Paul, 1999). They work as information managers to an office, schedule meetings and
appointments, organise and maintain papers and electronic files, manage projects, conduct
research and provide information via telephone, and e-rnail. They also prepare correspondence
and handle travel arrangements (Daven and Paul, 1999).
These additional activities that administrative secretaries carry out are made by a variety of
equipment such as the facsimile machines, photocopiers and telephone system (Buttler, 2012). He
argues that administrative secretaries with the aid of personal computers now perform certain tasks
such as managing database, composing correspondence and writing and creating documents via
desktop publishing and using digital graphics-previously performed by managers and
professionals. The rate at which information technology and its components have revolutionised
the globe and every aspect of work-particularly the administrative secretary is seen by the
additional job qualification and requirements expected of their- workers (Olofson, 2009). He
continues to explain that this is the information age and the one who possesses the most
information has an advantage over others.
Problem statement
Most developing countries especially Africa exhibits its poor administrative performance due to
lack of in-depth knowledge in information technology and the use to its numerous tools (Ige,
2000). The need to adopt to changes that are occurring due to the fast growing information era is
very necessary to countries like Ghana, yet the rate at which this change is growing is very slow
and thus the problem of personnel in administration of the day to day activities of any organisatio n.
Several factors still hinder the advancement of the Ghanaian administrative secretaries and these
include; the inflexible roles assigned to them, limited access to modern information processing
52
equipment and the general lack of knowledge in the use of such information technology equipme nt.
It is true that in the computerised era, efforts have been made to equip the administrative secretary's
knowledge in information technology and the use of its components by bodies such as the Institute
of Charted Secretaries and Administrators (ICSA), Polytechnic Institutions and the Ghana Institut e
of Management and Public Administration (GIMPA), but the fact still remains that the
administrative secretary has relatively little or no knowledge in information technology and it tools
The depth of administrative secretary on one hand and their lack of knowledge in informatio n
technology and the use of its components on the other hand are very evident in the Sunyani
Municipal Assembly, as most departments do not have administrative secretaries. Moreover,
departments that have administrative secretaries are at a lost as to the level of knowledge they have
acquired with regards to information technology and the use of the components that come with it.
Taking the plight of administrative secretaries to the national level, a comparison or administrative
secretaries in developed countries and some Africans countries like Egypt, Libya South Africa to
that knowledge in information technology and the use of its system on the Ghanaian part are very
low (Ige, 2000). The extent to which information technology has saturated into the existence of
the administrative secretary in Ghana and for that matter Sunyani Municipal Assembly is what the
research seeks to find.
Objectives of the study

Generally, the study seeks to ascertain the level of knowledge of Administrative Secretaries in
information technology in the Sunyani Municipal Assembly. Specifically, the study aimed to:
1. Identify the number of Administrative Secretaries in the Sunyani Municipal Assembly.

2. Examine the level of knowledge of Administrative Secretaries in Information Technology (ICT).
3. Identify the specific equipment available to the Administrative Secretary in the Assembly
4. Evaluate the impact of in-service training and information Technology (IT) tools on the
performance of the administrative secretaries in Sunyani Municipal Assembly.
5. To examine problems associated with the use of information Technology (IT) equipment.
Research questions
This study was conducted on the following five research questions:
53
1. How many departments have administrative secretaries in the Sunyani Municipal assembly?
2. What is the level of knowledge to the administrative secretaries on information Technology (IT)
in the Municipal Assembly?
3. What equipment is available to administrative secretaries in the Municipal Assembly?
4. What are the impacts of information Technology (IT) tools on the performance of the
administrative secretary within the Assembly? and
5. What are the problems associated with the use of information Technology (IT) equipment by the
secretaries in the Assembly?
Review of related literature
Information and Communication Technology stand on two pillars which are hardware and
software and the term hardware is applied to any of the physical equipment in the system usually
containing electronic components and performing some kind of functions in informa tio n
processing (Buttler, 2012). He further explains that hardware includes not only the tangible parts
of the computer and devices such as screens and printers but also all elements used to tie
information system together. Software on the other hand, is the set of instructions that guides a
computer in performing its duties. It controls the application and usage of hardware resources to
enable the application software to run. As to significance, "Information Technology is now as vital
as the air we breathe" (Slotruck, 1996). Computer has brought about revelation that would make
and is indeed making new profound changes in our lives.
From the beginning of human era, technology has been one of the most essential factors for the
development of mankind (Daven and Paul, 1999). They further provided two views on informa tio n
technology that includes software, hardware, data, people, and procedures. Summer (1992)
provided another system view of information system which also adds processes and essential
system elements like environment, boundary, purpose, and interactions. Ige (2000), explains that
Information and Communication Technology (I.C.T) refers to the creation, gathering processing,
storing and delivering of information and the process and devices that makes all that possible.
These processes and devices are tools that make one's life and career better or more efficient. On
the other hand, Olofson (2009) argues that information technology is the powerful force that drives
the world towards a converging community.
54
Currently, most people in business do not build things with their hands, they build things with their
minds thus, today, and individuals work with information to create knowledge. For instance;
Bankers, Lawyers, Accountants, Marketing Specialists and Administrators and countless others
work every day with their minds and information technology to convert information into
knowledge (Olofson, 2009). He further argues that with the help of data support system (DSS) or
Executive Information Systems (E.I.S), current and reliable information is fed onto the computer
to make decisions for the future and this is why today employee is called a knowledge worker.
Today‟s business environment seeks people who can work with, manipulate and assimila te
information and knowledge.
Hilbert (2011) defines Information Technology as revolves around computerized system and
communication technology. The modern worker (Administrative Secretary) makes good use of
computer and communication systems such as the telephone, internet and fax-rnail that improves
working skills hence, increase productivity. Two forms of IT have been identified and these are
the computerized information system and communication technology.
There are various types of information systems, for example; transaction processing systems,
decision support systems, knowledge management systems, learning management systems,
database management systems, and office information systems. Critical to most informa tio n
systems are information technologies, which are typically designed to enable humans to perfor m
tasks for which the human brain is not well suited, such as: handling large amounts of informatio n,
performing complex calculations, and controlling many simultaneous processes.
Academic discipline
The field of study called information systems encompasses a variety of topics including systems
analysis and design, computer networking, information security, database management and
decision support systems (Hilbert, 2011). Information management deals with the practical and
theoretical problems of collecting and analysing information in a business function area includ ing
business productivity tools, applications programming and implementation, electronic commerce,
digital media production, data mining, and decision support.
Information systems bridges business and computer science using the theoretical foundations of
information and computation to study various business models and related algorithmic processes
55
within a computer science discipline. Computer information system(s) (CIS) is a field studying
computers and algorithmic processes, including their principles, their software and hardware
designs, their applications, and their impact on society, whereas IS emphasizes functionality over
design. Several IS scholars have debated the nature and foundations of Information Systems which
has its roots in other reference disciplines such as Computer Science, Engineering, Mathematics,
Management Science, Cybernetics, and others. Information systems also can be defined as a
collection of hardware, software, data, people and procedures that work together to produce quality
information.
Information systems research

Information systems research is generally interdisciplinary concerned with the study of the effects
of information systems on the behavior of individuals, groups, and organisations. Hilbert (2011)
categorised research in information systems into two scientific paradigms including behaviora l
science which is to develop and verify theories that explain or predict human or organisatio na l
behavior and design science which extends the boundaries of human and organisatio na l
capabilities by creating new and innovative artifacts.
Schmandt-Besserat (1981) proposed a framework for researching different aspects of Informatio n

Technology including outputs of the research (research outputs) and activities to carry out this
research (research activities). He identified research outputs as follows: Constructs which are
concepts that form the vocabulary of a domain. These constitute a conceptualisation used to
describe problems within the domain and to specify their solutions (Schmandt-Besserat, (1981). A
model which is a set of propositions or statements expressing relationships among constructs. A
method which is a set of steps (an algorithm or guideline) used to perform a task. Methods are
based on a set of underlying constructs and a representation (model) of the solution space.
Although Information Systems as a discipline has been evolving for over 30 years now, the core
focus or identity of IS research is still subject to debate among scholars. There are two main views
around this debate: a narrow view focusing on the IT artifact as the core subject matter of IS
research, and a broad view that focuses on the interplay between social and technical aspects of IT
that is embedded into a dynamic evolving context. A third view calls on IS scholars to pay balanced
attention to both the IT artifact and its context.
56
Since the study of information systems is an applied field, industry practitioners expect informatio n
systems research to generate findings that are immediately applicable in practice.
This is not always the case however, as information systems researchers often explore behaviora l
issues in much more depth than practitioners would expect them to do. This may render
information systems research results difficult to understand, and has led to criticism.
Impact of Information Technology in the office

Hilbert (2011) argues that the impact of IT in the office cannot be over looked because of its
positive and sometimes negative impacts it has on office; Information Technology has elimina ted
monotonous or obnoxious the office and the factory that formerly has to be performed by people
Information technology, computers are being used to monitor the productivity and behavior of
millions of employees whiles they work; Information Technology also upgrades the quality of
work because It can upgrade the quality of working conditions and the content of work activities.
Information Technology allows people to communicate or more challenging and interesting
assignment. Information Technology upgrades the skill level of the work to be performed;
Employees right of due process may be harmed by improper use of collected data to make
personnel decisions; monitoring menaces the stress on employees whom most work under constant
electronic surveillances; It has also been blamed for causing health problems among monitored
workers and computer monitoring has been blamed for robbing workers of the dignity of their
work.
Problems inherent in the use of IT
With recent development in information technology, people are often influenced by the quality of
information technology to the extent that one can forget the likely problem such a technology can
cause or the threats it can bring to the banks. Inter-computer system is the compatibility between
banks and corporate customers, thus, hindering data exchange; cost and complexity of computer
hardware, software and telecommunication infrastructure; inter-bank tension as some banks refuse
to or are afraid to supply information through to other banks systems; distortions of
57
telecommunication lines by floods, earthquakes, rain; licensing and right of usage and
obsolescence.
Applicable research methodology

Quantitative methods as explained by Baker and Foy (2008) are more robust for this study, leading
to actionable results and recommendations. Quantitative data in this study was collected by means
of survey questionnaire with 20 questions. The survey questionnaires were given out to 20 selected
secretaries of Sunyani Municipal Assembly. The survey questionnaire is employed in the study to
collect data because it is well suited to the descriptive and correlative nature of the study as
described by (Bryman and Bell, 2007; Creswell et al, 2007). In addition, survey questionnaire is
employed to collect data because it enables a systematic collection of predominately quantitative
data.
This study used descriptive survey as argued by (Bryman and Bell, 2007) that descriptive survey
as the process of collecting data in the status of the study. They further argue that, the descriptive
survey reports the way things are undertaken. In view of this the descriptive survey was opted
because taking the purpose of the study into consideration, it was the most appropriate design that
could lead to the drawing of meaningful conclusion from the study. The targeted population
considered in this research focus on Twenty (20) Administrative secretaries in the Sunyani
Municipal Assembly. The sampling technique used in finding the secretaries was Simple Random
Sampling to select the Administrative Secretaries to participate in data collection of the study.
Data collection method and tools

Due to the nature of this study, primary data was used in the collection of information and the
instrument developed to elicit relevant data for the study was a questionnaire. One set of
questionnaire was used and it was meant to solicit the general background Information about the
use of Information Technology (IT) by the selected secretaries. The researcher designed structured
questionnaires with both close and open ended questions. This enabled the researcher to obtain
primary data from the Secretaries in the Assembly. The questionnaires were administered
58
personally to the Administrative Secretaries by the researcher. The researcher took time to explain
the items in the questionnaires to the secretaries so that they could make good decisions out of
them.
Data Presentation and Analysis

Considering the nature of the study, the researcher presented and analysed the data gathered from
the questionnaires, the method of analysis used was frequency tables drawn to show the correct
percentages followed by discussion of key issues relating to the data.
Table 1. Demography of respondents
Respondents Frequency Percentage
male 11 55.0
female 9 45.0
Total 20 100.0
Source: Field Survey, July 2015
The table reveals that there are more male secretaries than female. Over 55 % male domination in
the Sunyani Municipal Assembly, this is an encouraging number, hence the need to commend
them as the ordinary person in the street think that secretary‟s job is mainly female centered.
Table 2. Work experiences of respondents
1-5 14 70.0
6-10 6 30.0
Total 20 100.0
59
Table 2 clearly shows that the Sunyani Municipal Assembly had experience workers, even though
over 70 % of the workers had work experience between 1 and 5 years forming the majority of the
work force yet this could not make much deference since they were not completely new at post.
Frequency
Valid
Tertiary
15 %
Valid Secondary
25%
Valid NVTI
5%
Valid Secretarial
Program
55%
Fig. 1: Distribution of respondents by academic qualification Source: Field Survey, July

2015
Figure 1 portrays that, 15 % of staff were having diplomas from tertiary education, 25 % forming
college and high school graduates, and 5 % holding NVTI, 55 % are graduates with first degrees.
The above composition of staff reveals that the workers are ready for more action to utilise ICT
for the successful implementation of the programmes in their offices if the options are there for
them to study the programmes available.
60
Table 3. Distribution of respondents by interest in ICT
Yes 20 100
The survey in Table 3 shows that 100 % of the respondents had interest in ICT; while the responses
from the survey questionnaire were 100 % yes indicating that staff had enough ICT devices for
easy retrieval or access to information in the various departments within the Sunyani Municip a l
Assembly.
Table 4: Distribution of respondents by the source of learning ICT
Respondents Frequency Percentage Valid Cumulative

Percentage Percentage
School 18 90.0 90.0 90.0

Private Class 2 10.0 10.0 100.0
Total 20 100.0 100.0
Analysing the distributing of respondents on ICT portrays that 90 % of the respondents went
through formal education to learn ICT. Notwithstanding this, 10 % of the respondents took private
classes to study ICT. This indicates that, the seriousness of people to get into the field of ICT
cannot be questioned since the workers have a strong desire to learn the programme. Strong ICT
background will have institutional values such as productivity enhancement, profitability
improvement, improved work relations, competitive advantage and efficient use of resources
(Buttler, 2012; Daven and Paul, 1999) at both intermediate process and organisational level
61
(Melville et al 2004). It has further been demonstrated that advanced ICT can facilitate the
acquisition and transfer of data and motivates firms to increase their control and monitoring efforts
vis-a -vis their exchange partners (Enticknap, 1998).
Respondents
Valid Very Secured Valid Moderate Valid Not at all
10%
50 %
40 %
Fig. 2: Distribution of respondents by security in the use of ICT Source: Field Survey, July
2015.
Figure shows that 50 % of respondents were much secured in the usage of ICT, while 40 % of the
respondents were moderate in the usage of ICT and only 2 % of respondents did not feel
comfortable in the use of ICT. The test conducted on the ICT against challenges, contributio ns,
usage of software applications, access to internet facilities, data protection, indicated that most of
the respondents had some challenges in the usage of the mouse and the key board. In analysing the
impact of ICT on work at the Sunyani Municipal Assembly from table, it is statistically proven
that the level of impact on the kind of technological device used, enhances easy access for
62
communication among staff and management, enhances performance on field data processing, and
facilitates usage and means of disseminating information. It has increased access and usage of
internet facilities.
Discussions
This study examined the effect of information and technology on the performance of public sector
secretaries in the Sunyani Municipal Assembly. The review of relevant literatures provides strong
evidence of the relationship between information and technology and the performance of
employees. This current study empirically substantiated the results of prior studies with regard to
the association between the variables. The empirical results suggest that the usage of computer and
information technology techniques does improve the performance of public sector secretaries‟ in
the Sunyani Municipal Assembly. Hence, the paper concludes that the information and technology
revolution with the advent of modern IT facilities has contributed to the quality of work performed
by secretaries in Sunyani Municipal Assembly.
The study shows that ICT use is correlated with workers‟ skills suggesting that firms that use high
levels of ICT also employ more knowledge workers. ICT use is also found to be correlated with
organisational innovations in production and efficiency practices, HRM practices and product or
service quality related practices, supporting the view that ICT and organisational changes are
complementary. More importantly, our findings seem to suggest that to be successful,
organisations typically need to adopt ICT as part of a “system” or “cluster” of mutually-reinfor c ing
organisational approaches. The researcher find that while ICT is productive on its own, it is more
productive in organisation that combine high levels of ICT with high levels of organisatio na l
changes in the areas of production and efficiency practices as in the case of secretaries in the
Sunyani Municipal Assembly.
The organisations that combine ICT with organisational changes have a high incidence of
productivity improvement and have high rates of innovation. The findings further suggest that ICT
and human capital are complements in dynamic service and distribution service sectors. The
63
organisation that combine high levels of ICT and high levels of human capital have a higher
incidence of productivity improvement and higher rates of innovation. The most interesting
finding is that new work practices are associated with improved organisation performance only
when the practices are implemented as a bundle – and not separately. In other words, successful
organisations adopt ICT as part of a system or cluster of mutually reinforcing organisatio na l
changes. The researcher therefore recommends amongst others that constant training and
retraining of employees using relevant ICT facilities should be used to improve the quality of
secretaries in all organisations and not only Sunyani Municipal Assembly.
Conclusion
Staff admitted that ICT had made great impact in their human resource capacity development and
had created a platform for easy and quick communication for them no matter where they were
found. Besides, it has helped provide effective monitoring and evaluation system which provides
necessary information to support management decision making, planning and action. The
observation was that ICT has helped Sunyani Municipal Assembly in its data management and
protection especially from unnecessary information tampering. Above all, The ICT has enhanced
the skills of secretaries for efficient running of their operations. The study has demonstrated that,
the use of ICTs have the potential of increasing human resource productivity, given that computers
have become a powerful tool and force to reckon with in all office duties.
Recommendations
Sunyani Municipal Assembly should embark on regular training of its secretaries in order to keep
them abreast with modern trends in information technology. Acquiring new and supplementing
existing knowledge is one of the top-level motivational factors for a person who has covered this
basic working needs; therefore as it is a key success factor for an individuals and their
organisations as a whole. This would offer Sunyani Municipal Assembly quicker access to latest
64
scientific and technological innovations of other projects and research institutions Hilbert (2011),
argues that access of internet to staff exposes them to a vast searchable database of web pages,
newsgroups, mailing lists, online workshops, forums, and so on.
The study concluded that ICT alone is not enough to produce effectiveness in the workplace,
among secretaries. Rather, there is the need to create conducive work environment aimed at
providing a high level of job satisfaction and to recruit enthusiastic, broad-minded individ ua ls
prepared to disregard their personal prejudices for the good of the organisation (Butler, 2012).
Besides, understanding how ICTs can service specific developmental goals requires both
knowledge of appropriate technologies and a grounded appreciation of how these technologies can
be deployed to address concrete problems. At a national level, ICT development of human resource
is a complex multi-sectorial endeavor, requiring analysis, political will and others, It is therefore
recommended that all units of the assembly be provided with ICT equipment and networked all
the assembly areas for easy access of data. Besides, there should be regular staff training and
regular workshops, upgrading and purchasing of ICT equipment as well as regular maintenance of
ICT equipment for better achievement and results.
Suggestion for future research
It is proposed that future research should include the impact of ICT on the overall performance
and achievement of the Sunyani Municipal Assembly‟s activities such as project manageme nt,
monitoring and evaluation, efficiency and effectiveness, as well as staff motivation. Again, the
future researcher could investigate the relationship of ICT capacity building and job satisfactio n
in public and private sector. Finally, another opportunity for future research is to investigate the
role and impact of ICT on human resource management practices (HRM) of the assembly. This
study could also be extended to include respondents from other organisations too.
65
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STU INTERNATIONAL JOURNAL OF TECHNOLOGY (STUIJT)

Vol 1 Issue 2 - August, 2016

IMPACT OF INFORMATION TECHNOLOGY ON

Hannah Akosua Boampong

Keywords: Impact, Information Technology, Administrative Secretaries.

Objectives of the study

1. Identify the number of Administrative Secretaries in the Sunyani Municipal Assembly.

Review of related literature

Information systems research

Schmandt-Besserat (1981) proposed a framework for researching different aspects of Informatio n

Impact of Information Technology in the office

Problems inherent in the use of IT

Applicable research methodology

Data collection method and tools

Data Presentation and Analysis

Table 1. Demography of respondents

Respondents Frequency Percentage

Table 2. Work experiences of respondents

Respondents Frequency Percentage

Fig. 1: Distribution of respondents by academic qualification Source: Field Survey, July

Table 3. Distribution of respondents by interest in ICT

Respondents Frequency Percentage

Source: Field Survey, July 2015

Table 4: Distribution of respondents by the source of learning ICT

Respondents Frequency Percentage Valid Cumulative

School 18 90.0 90.0 90.0

Suggestion for future research

Brain, P. et al (2000). Information and Organisation: Strategies and Network. Oxford

Chris, E. (1996), Information Technology and The Law (accessed on 24/07/15 at

Cooke-Yarborough, E. H. (June 1998), "Some early transistor applications in the UK.

Enticknap, N, (1998). Computing Golden Jubilee. Resurrection, Computer Conservation Society,

Ige, O. (2000), Information technology in a de-regulated Telecommunication Environment,

C. W. (2009), A Platform for Enterprise Data Services. London: McMillan.

Pontin, L. (2003), Impression Management and Information Technology. London.

Summer M. (1992), Resurrection The Computer Conservation Society, Journal of Engineering

Schmandt-Besserat, K, (1981), Decipherment of the earliest tablets. Journal of Science and

Slotruck, D. L., (1996), Computer and Applications. London: McMillan.

Universität Klagenfurt (ed.), Magnetic drum, Virtual Exhibitions in Informatics. (Accessed on 21

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