TITLE PAGE

PROVISION AND UTILIZATION OF REFERENCE SERVICES

IN FEDERAL COLLEGE OF EDUCATION, KANO LIBRARY.

HANNAT BASHIR

EDU/14/LIS/00745

A PROJECT SUBMITTED TO THE DEPARTMENT OF LIBRARY AND

INFORMATION SCIENCES, FACULTY OF EDUCATION, BAYERO
UNIVERSITY KANO, IN PARTIAL FULFILLMENT FOR THE
REQUIREMENT OF THE AWARD OF (B.A) DEGREE IN LIBRARY AND
INFORMATION SCIENCE.

MARCH, 2019
i
 DECLARATION

I hereby, declare that this project work is the product of my own effort under the

supervision of Mal. Kabiru Garba Bichi, and has not been presented for a degree or

other award in any other University.

……………………………. Date…………………

HANNAT BASHIR

EDU/14/LIS/00745

ii
 CERTIFICATION

This is to certify that this research work for this project was adequately supervised

and approved as having satisfied the requirement for the award of (B.A) in Library

and Information Science, Department of Library and information sciences, Bayero

University, Kano.

………………………… …………………………

MAL. KABIRU GARBA BICHI Date

Project supervisor

………………………… …………………………

Dr. SANI M. GWARZO Date

Head of Department

iii
 APPROVAL PAGE

This research project has been read and approved as meeting the requirement for

the award of Bachelor of Art Library and Information Science in the department of

Library and Information Sciences, Bayero University Kano.

………………………… …………………………

MAL. KABIRU GARBA BICHI Date

Project supervisor

………………………… …………………………
Dr. SANI M. GWARZO Date
Head of Department

iv
 DEDICATION

This research project is dedicated to the ALLAH (S.W.T) Almighty the Fountain

of Knowledge and Source of Wisdom, my Noble Prophet Muhammad (S.A.W) and

to my Sweet and amiable Uncle Muhammad Bashir.

v
 ACKNOWLEDGEMENT

My gratitude to God Almighty, the Maker of the Universe whose grace has kept me, because
without him this work wouldn’t have been possible.

My profound gratitude goes to my supervisor, Mal. Kabiru Garba Bichi for his moral support,
guidance and valuable advices, Despite his academic schedules and social commitment, he create
time to help me in carrying out my research, May Almighty God reward you. My gratitude goes
to all the lecturers of the department of Library & Information Science for the knowledge they
impacted in me during my studies, I say thanks to you all` and may God reward you all in
million folds.

I am forever grateful to my Late father Mohammad Auwal, My mother Aisha Abdullahi, my

lovely uncle Mohammed Bashir (the rock that supports me, the running water that gushes out my
problems, and also my sponsor) may Allah continue to bless him unnconditionally, my
understanding aunt Harira, my lovely sisters Asmau and Fatima (Hannan), Mai Jidda, Farida my
brothers Khalifa, Walid, Yacoub, Muwafeed (Son), my aunties Zulaihat and Hajiya Maijidda,
Aunty Abu, Uncle Faruk, Uncle Ibrarhim (Papa) Aunty Khairi, Aunty Sa’a, who have helped
me in so many ways, you people surely have a tangible credit in the glory of mine, may God
bless you.

My sincere appreciation goes to my friends; Munayat, Fatima, Hajiya Mohammed, Jamilla,

Stanley Onuoha, Rosemary Aduku, Aisha Halidu, John Christian Agor Ahmed Rabiu Zakariyya,
Christabel Amadi, Queen Aisha, Maryam (Baby), Innani, and those I’m unable to mention you
guys left a footprint in my life, which I’ll never forget, may God bless you guys and grant you all
your heart desires.

vi
 TABLE OF CONTENT
Contents
TITLE PAGE...................................................................................................................................1

CERTIFICATION...........................................................................................................................3

APPROVAL PAGE.........................................................................................................................4

DEDICATION.................................................................................................................................5

ACKNOWLEDGEMENT...............................................................................................................6

TABLE OF CONTENT...................................................................................................................7

ABSTRACT..................................................................................................................................10

CHAPTER ONE............................................................................................................................11

INTRODUCTION.........................................................................................................................11

1.1 BACKGROUND TO THE STUDY...................................................................................11

1.2 HISTORICAL BACKGROUND OF THE STUDY...............................................................15

1.3 STATEMENT OF THE PROBLEMS.....................................................................................16

`1.4 RESEARCH QUESTIONS....................................................................................................17

1.5 OBJECTIVES OF THE STUDY.............................................................................................17

1.6 SIGNIFICANT OF THE STUDY...........................................................................................18

1.7 SCOPE AND LIMITATION OF THE STUDY.....................................................................18

1.8 OPERATIONAL DEFINITION OF TERMS.........................................................................18

REFERENCES..............................................................................................................................20

CHAPTER TWO...........................................................................................................................21

REVIEW OF RELATED LITERATURE.....................................................................................21

2.1 INTRODUCTION..............................................................................................................21

2.2 CONCEPT OF REFERENCE SERVICES.............................................................................21

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2.3 TYPES OF REFERENCE SERVICES IN ACADEMIC LIBRARIES..................................24

2.4 TYPES OF REFERENCE RESOURCES IN ACADEMIC LIBRARIES..............................31

2.5 UTILIZATION OF REFERENCE SERVICES......................................................................35

2.6 CHALLENGES AFFECTING PROVISION AND UTILIZATION OF REFERENCE

SERVICES IN ACADEMIC LIBRARIES...................................................................................37

REFERENCES..............................................................................................................................39

CHAPTER THREE.......................................................................................................................41

RESEARCH METHODOLOGY..................................................................................................41

3.1 INTRODUCTION..............................................................................................................41

3.2 RESEARCH METHODOLOGY.......................................................................................41

3.3 RESEARCH DESIGN.............................................................................................................41

3.4 POPULATION OF THE STUDY......................................................................................42

TABLE: 3.1 NCE REGULAR STUDENTS POPULATION.......................................................42

TABLE 3.2: LIBRARY STAFF POPULATION..........................................................................42

3.5 SAMPLE SIZE AND SAMPLING TECHNIQUES...............................................................43

3.5.1 SAMPLE SIZE DETERMINATION.............................................................................43

3.6 DATA COLLECTION INSTRUMENT AND PROCEDURE..........................................44

3.7 DATA ANALYSIS AND PRESENTATION....................................................................45

REFERENCES..............................................................................................................................46

CHAPTER FOUR.........................................................................................................................47

DATA PRESENTATION AND ANALYSIS...............................................................................47

4.1 INTRODUCTION..............................................................................................................47

TABLE 4.1- GENDER..................................................................................................................47

TABLE 4.2- LEVEL OF THE RESPONDENT USING THE REFERENCE SERVICES..........48

TABLE 4.3- REFERENCE SERVICES UTILIZED....................................................................49

viii
TABLE 4.4- WAYS OF GETTING REFERENCE SERVICES..................................................50

TABLE 4.5- FORMAT OF RESOURCES USED........................................................................50

TABLE 4.6- TYPES OF REFERENCE RESOURCES NORMALLY CONSULTED...............52

TABLE 4.7- EXTENT TO WHICH USERS UTILIZE THE REFERENCE RESOURCES AND
SERVICES....................................................................................................................................53

TABLE 4.8- SATISFACTION WITH REFERENCE RESOURCES AND SERVICES.............54

TABLE 4.9- PROBLEMS AFFECTING UTILIZATION OF REFERENCE RESOURCES AND

SERVICES....................................................................................................................................55

TABLE 4.9- STRATEGIES THAT COULD ADDRESS OR OVERCOME THESE

PROBLEMS..................................................................................................................................56

INTERVIEW QUESTIONS AND RESPONSES.........................................................................57

DISCUSSION OF FINDINGS......................................................................................................59

CHAPTER FIVE...........................................................................................................................61

SUMMARY, CONCLUSION AND RECOMMENDATIONS....................................................61

5.1 INTRODUCTION..............................................................................................................61

5.2 SUMMARY OF THE STUDY.........................................................................................61

5.3 SUMMARY OF THE FINDINGS OF THE STUDY........................................................62

5.4 CONCLUSION OF THE STUDY.....................................................................................62

5.5 RECOMMENDATIONS OF THE STUDY......................................................................63

BIBLIOGRAPHY..........................................................................................................................66

APPENDIX A................................................................................................................................67

APPENDIX B................................................................................................................................68

APPENDIX C................................................................................................................................70

APPENDIX D................................................................................................................................71

ix
 ABSTRACT

The research work is on the provision and utilization of reference services in

federal college of education, kano library. The entire work is five chapters

according to the table of content. The study utilizes quantitative research design

and researcher used qualitative approaches in the data collection. Primary data

and secondary data was obtained through questionnaire and interview with

questions, where a total of 123 questionnaire was administered and 100 was

retrieved and found useful for the research work. Presentation of data is in

frequency, tabular form, explanatory and narrative format. The major findings

from the analysis are; lack of knowledge of existing reference resources,

mutilation of reference resources, Lack of skills to use the reference resources

e.t.c.. The research recommendations were offered to solve problems discovered in

the course of the research work.

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 CHAPTER ONE

INTRODUCTION

1.1 Background to the Study

The main purpose of the College Library is to support the objectives of the College,

which is to promote teaching, learning and research. The college library is meant to serve the

students, lecturers and other members of the college community. The quality of a college is

measured largely by the quality of its library because of its unique role in the college system.

There can never be the existence of a college without a library since the college is meant to teach

and carry out research. For the teaching staff and research fellows, the college library is

supposed to provide information resources and services of sufficient quality and diversity. The

college library is supposed to provide a variety of services. It is also supposed to “serve” all the

areas of knowledge taught in the college. Consequently, college libraries are sometimes

decentralized with a main library co-coordinating departmental and libraries in schools. This is

the situation in college library of Federal college of Education, Kano Library where departmental

libraries are co-ordinated by the main library. For a college library such as the Federal College of

Education, Kano Library to perform its several functions, its collection must not only include

books but other materials such as general and specialized reference collections, made up of

journals, newspapers, manuscripts, historical maps, government publications, clippings, letters,

thesis and audio-visual materials. Apart from resources there are many services provided by

libraries to include reference and information services. Libraries have been seen as one of the

pillars of civilization. No nation can function effectively without the use of a library. The term

“library” means a collection of educational materials organized for use. The library is an

organisation establish in a community in order to serve different types of peoples within the

1
community. It requires comprehensive information resources on whole human knowledge. It

provides information resources for young ones and adults, specialised people and non-specialist,

literates and illiterates. The library requires and preserved materials or information resources for

all languages, occupations, subjects, religion, social, economic and cultural aspect of the

community it serves (Jibrin, 2004).

Consequently, the term “library” means a collection of educational materials organized for

use. Libraries are seen as repositories of human experiences and knowledge. According to

Ogbonyomi (2011) “Libraries are institutions set up to cater to the educational, cultural research

and recreational information needs of their users”. Libraries have the main objectives of being

entrusted with the selection, acquisition, organization, storage and dissemination of information

to their patrons. Libraries play vital role in development of individuals in our society. The quality

of library resources both print and electronic determines quality of graduates produced and

research development. Libraries are agents of educational, social and economic development.

The purpose of setting up libraries is to acquire, process, store, preserve and make available

current and relevant print and electronic materials that meet the need of its user at appropriate

time (Aina, 2014). According to Charosky (2003) “Society would have achieved a certain level

of cultural and political maturity, that appreciate the need to enquire, preserve, transmit and

encourage the body of knowledge, therefore, there must be an intellectual work that will require

large but varied collection of information resources. Obinyan, Obinyan and Aidenojie (2011)

observed that:

Libraries are still responsible for acquiring and providing access to books,
periodicals, and other media that meet the educational, recreational and
information needs of their users. In order to effectively sustain their cultural
roles, libraries have been categorised into different types to render their
services better and to satisfy more patrons (p. 1)

2
 Specifically, academic library according to Horrod’s librarian’s Glossary “as library in

educational establishment at any level University, polytechnics, Colleges and Research

Associations. The library provides a range of textbooks and background reading to support the

teaching courses undertaken”. Udensi, and Sadiku (2005) defined academic libraries as “library

attached to institution of higher learning or tertiary institution such as Universities, Colleges of

education, Polytechnics and Colleges of technologies.” Academic library is one of the best

agencies for collecting, organizing knowledge for effective, and for providing the sources and

physical facilities to encourage it. The libraries exist not merely to help the instructional

functions of institution; it does also a good deal in aid of research, which is another major

function of academic library (Sahim, Balta Ercan2010). Singh and Kaur (2009) stressed that

preservation and access to knowledge and information is the main mandate of academic libraries

alongside supporting the mission of their parent institutions which is teaching and research.

Academic libraries are at the forefront of providing information services to their respective

communities which comprises of students, lecturers, and researchers in order to support their

teaching, learning and research needs. Scholars have emphasized on the crucial role of academic

libraries in research and scholarship in institutions of higher learning. Many a time’s academic

libraries are referred to as the heart or nerve centers of institutions of higher learning where all

academic activities revolved. Academic libraries are institutions that are established to take care

of the information need of students, lecturers, researchers and other community of scholars.

Their mission is providing quality information service and knowledge products (print and

electronic) to resident community of scholars.

Furthermore, Ogbonyomi (2011) cited Jama’a (1984) observed that Academic Libraries

in particular, assume a fecal point where users of diversified age group, socio-political and

3
economic backgrounds and cultural interest have to converge to utilize all the available resources

that are relevant to their individual needs”. Akor (2013) states” an academic library is a complex

institution must have large quantities of materials to meet the demands of the numerous students,

lectures and faculty officers”. Osayande (2011) in (Simmonds, 2011) “Academic libraries are the

“heart” of the learning community, providing a place for students and faculties to do their

research and advance their knowledge”. Scholars have emphasized on the crucial role of

academic libraries in research and scholarship in institutions of higher learning. Many a time’s

academic libraries are referred to as the heart or nerve centers of institutions of higher learning

where all academic activities revolved. Academic libraries are institutions that are established to

take care of the information need of students, lecturers, researchers and other community of

scholars. Their mission is providing quality information service and knowledge products (print

and electronic) to resident community of scholars. Singn (2013) observed that “Academic

libraries are not an exception for this. It has reduced the library statutes from custodian of our

literatures heritage to being a competitor among many others in the information society”. He

added that, changes have been noticed in the academic libraries in Professionals, collection and

policies. Changes have been seen in information seeking behavior of users. Their preferences

have been changed. User satisfaction level has been increasing. Now libraries have been able to

provide fast and seem less access to information to its users. Academic libraries now have both

printed document as well as electronic information resources in their collection.

From the foregoing, in any library as it is with information centre there are many

resources and services offered to its users. One of these services is reference service. Reference

service is undoubtedly one of the basic services provided in the library especially academic

libraries, and here lies the root of librarianship/ library and information services. It is also

4
considered as the “the most interesting and stimulating of library services, aspects that arouse all

sense of professionalism in the practitioner”. Kumar (2008) is of the view that the field of

reference services is vast and dynamic and many new developments have taken place in it during

the last ten years or so. The rapid developments have occurred in computer technology,

telecommunication (including satellite communication), printing, and reprography. These

developments have important implications for the provision of information by libraries to their

users. Great advances have been made in the automation of indexing and abstracting services,

which are important tools for providing reference service. Bunge (1999) and Edoka (2000)

perceive reference services as personal assistance given by librarians to users in pursuit of

information. Many users face a lot of frustrations when searching for information in libraries.

This could partly be attributed to; not knowing what source provides what information not

knowing how to locate items they are looking for, not knowing how to use the sources

effectively. It is assumed that reference librarians know better than users about all this. This

therefore calls for the provision of personal assistance. The rapid developments have occurred in

computer technology, telecommunication (including satellite communication), printing, and

reprography. These developments have important implications for the provision of information

by libraries to their users. Great advances have been made in the automation of indexing and

abstracting services, which are important tools for providing reference service.

1.2 Historical Background of the Study

Library of the Federal College of Education, Kano started in its temporary site at Gwale,

where everything was done in an adhoc manner. There was no proper planning, not even in the

organization of the library collection. It started in a classroom, which was made in (1963) by a

technicians from Ohio University. The Collections where mainly a few textbooks and magazines,

5
between 1963 and 1973 three librarians from the same University planned and organized both

the library and library studies program which was offered as a library minor but nowadays

offered as an Introduction to library studies.

The library took off with a stock of 350, which were mainly from donations. Among the

earliest donations were ten volumes of books from United state Government. Consequently, the

library collection improved through different gifts and purchase. In 1970 the stock of the library

was 10,000 volumes of books and periodicals. In 1975, it rose to 13,000 volumes, and in 1998 it

was 80,000 volumes, while in this year 2014 it is estimated as more than 20,000 volumes.

The first librarian was William Roberto who headed the library around 17 th August 1968

Board Man Neil succeeded her in 1974 and developed the library staff to eight which resulted in

lengthening of the servicers hours. In February, 1977 seventeen members of staff were added to

the library. As at then, the librarian was the only professional staff. In 1971, Silar James came in

and headed the library till 1982. In June, 1983 Mr. Egbule, Bernod C. became the new librarian

and had spent almost 17 years in the College library. In 2004 Mal. Auwal M. Zahraddeen

succeeded him and spent almost 10 year. Currently, the library is headed by Dr. U.G. Gama and

as up to now, there is almost 12 professionals’ staff, as well as 40 Para-professional staff.

1.3 Statement of the Problems

It is generally expected that academic libraries should be fully utilized in order to

enhance teaching, learning and research. When an academic library is regularly used, by students

they are able to up-date their knowledge in their fields of specialization and become more

effective in the academic achievement.

6
 Reference and information services justify the existence of the college library. Achebe

(2012) opined that reference and information service (RIS) is an aspect of library services in

which contact between the reader and library materials is established through staff assistance,

matching the user with the library materials which could be printed or electronic. Reference and

information service is the most demanding of the entire library services and close to the patrons.

Management of reference section in academic library is the most difficult task facing librarians

in the world today. Despite the availability of the reference section in many college libraries, a

lot of problems do hinder the provision and utilization of reference and information service

required by users which this research work is trying to investigate in F.C.E, Kano

`1.4 Research Questions

1. What types of reference resources and services are provided by the F.C.E Kano

Library?

2. What are the types of reference information resources utilize in the academic library?

3. How satisfactory are the reference resources and services in the library under study?

4. What are the factors affecting provision and utilization of reference services in the

library?

5. What are the measures taken to address the problem?

1.5 Objectives of the Study

The objectives of the study are as follows;

1. To examine the reference resources and services provided by F.C.E Kano.

2. To identify types of reference resources and services utilized in the academic library.

7
 3. To determine the level of satisfaction with the reference resources and services in the

library under study.

4. To determine factors affecting provision and utilization of reference services in the

academic library.

5. To determine the measures taken to address the problem in the library..

1.6 Significant of the Study

The identification of any problem(s) serves as a fundamental spring board for its solution.

The research outcome will be beneficial to library management. It would also be important in

improving reference services in academic libraries and other institutions. The study would be

valuable as its finding will help rendering solutions to the problems. Also, the outcomes of the

research work encourage National Commission for Colleges of Education to formulate policies

on reference and information services in Nigeria and management of Federal College of

Education, Kano library and add to the existing body of knowledge. It would serve as guide to

other researchers in the same field.

1.7 Scope and Limitation of the Study

The study is mainly concerned with the provision and utilization of reference services in

federal College of Education, Kano library. The research does not claim national outlook, as

such cannot give an adequate representation of academic libraries in Nigeria. Therefore, the

study will be limited to the library of Federal College of Education, Kano library due to time

factor, financial problems and scarcity of related literature etc.

1.8 Operational Definition of Terms

The following terms are defined as they are used in the study and its report:

8
Academic Library: - It is an information centre located with an institute as the parent

organization to serve the information needs of the staff and student of that institution.

Utilization: - Means the ability to make practical and effective use of the electronic resources in

the library.

Reference Services: - Is kind of assistance, advice, and instruction include both direct and

indirect service to patrons.

Provision: - Is a procedure for performing reference services.

9
References

Aina, R.F (2014). Awareness, Accessibility and Use of Electronic Databases among Academic
Staff of Babcock University Business School, Kuwait Chapter of Arabian Journal of
Business and Management Review 3(6).\
Akor, U.P (2013) Security Management Prevention of Book theft in University Libraries: A case
Study of Benne State University Library, Nigeria retrieved 1 December, 2014 from:
http.www.digital.common.under./libphi/prac1995.
Edeka, B.K (2007) Introduction to Library Science. Palma publisher and link company limited
Onisha: Nigeria.
Jibrin, G. (2004). The Utilisation of Resources by Children in Public Libraries: A Case Study of
the Kano State Public Library. Unpublished. Department of Library and Information
Sciences, Bayero University, Kano.
Kumar K (2008) Reference service 5th revised edition. New Delha: Vikas publishing house PVT
Obinyan, G. A., Obinyan, O. O. and Aidennojie, E. (2011). Use of Information Resources in
Four Branches of State Public Library in Nigeria. Available:
http://www.iclc.us/clie>/ci3100aPdf.
Ogbonyomi, A.C (2011) Security and Crime Prevention in Academic libraries: A Case Study of
the Kano State College of Education, Kano-Nigeria retrieved 15 March, 2013. From:
http://www/digital/common.un.ed.libphi/prac.
Osayede, O. (2011) Electronic Security System in Academic Libraries: A Case Study of the
University Libraries in south-west Nigeria. Retrieved March, 2013 from:
http//www.icle.us/clie/e/32.osayende.
Sahin, Y.G. et al (2010) The Use of Internet Resources by University Students during their
Course Projects Elicitation: A Case Study. TOJET: The Turkish Journal of Educational
Technology 9 (2)
Sharrosky, L. (2003) The Library as a Social Contribution. Encyclopedia Americana, p. 362
Simmonds, P.L (2001) Usage of Academic Libraries: The Role of Service Quality Resources
and User Characteristic. Retrieved 23 May, 2011 from:
htt://www.findaractich.com/p/article/mi/778/1134.
Singn, V.K (2013) Use of Electronic Resources and Services by users at Indian Institute
of Management Bangalore: A study. International Journal of Himanties and Social
Sciences invention 2(9) pp. 16 – 31.

10
 CHAPTER TWO

REVIEW OF RELATED LITERATURE

2.1 Introduction

The study reviewed literature under the following headings and sub-headings:

2.2 Concept of Reference Services

2.3 Types of Reference Services in Academic Libraries

2.4 Types of Reference Resources in Academic Libraries

2.5 Utilization of Reference Services in Academic Libraries

2.6 Challenges Affecting Provision and Utilization of Reference Services in Academic Libraries

2.2 Concept of Reference Services

The field of reference service is vast and dynamic and many new developments have taken place

in it during the last ten years or so. The rapid developments have occurred in computer

technology, telecommunication (including satellite communication), printing, reprography, etc.

These developments have important implications for the provision of information by libraries/

information centers and documentation centers to their user (Kumar, 2008). The new trends of

ICT in library and information science added reference materials and services as a concept. But

there are needs to separate the two concepts- resources materials and services to enhance readers.

Reference service is the totality or the culmination of all library activities aimed at facilitating

the use of library and its resources (Aboyade: 1983). Reference service can be described as the

services provided by library to its users so as to meet the information needs of its community;

this in turn makes the library relevant in contributing to the socio-economic, educational and

11
political development of the community where the library is situated. In other words, reference

service in libraries is most often defined as direct personal assistance to readers. If the three

common functions of libraries are acquisition, organization and dissemination of information,

then reference service is directed primarily towards the dissemination function. Reference

service can best be defined and approached in understandable terms of functions since there are

several definitions for the term.

In line with this, Achebe (2012) was of the view that reference and information service is an

aspect of library service in which contact between the reader and library materials is established

through staff assistance, matching the user with the library materials which could be printed or

electronic. She further said that, as a service legally provided by the reference librarian, there is

no gain saying that reference and information service (RIS) is the life-wire and bridge of any

library. The absence of this service can make or mare the image of not only the library but also

that of profession. However, reference service is the most demanding of all the library services

because it brings the content and activities of the library close to the user. Besides, it deals with

human aspect of library service which is difficult to manage. According to Dollah (2006:123)

reference and information service is defined “as a personal assistance provided to library users

seeking information”. This comprise information services that involve either finding information

on behalf of users, assisting users in finding information, offering instruction in the use of library

resources and services, and user guidance in which users are guided to the most appropriate

sources (Huling, 2002 cited in Dollah, 2006).

The nature of reference service differs remarkably among libraries in terms of type and size. That

is, school libraries undertake reference work in a different manner than the librarians who work

in other institutions or in business settings; reference services provided in academic libraries

12
differ in some respects from the reference services offered in public libraries. The size and

characteristics of the potential user groups vary greatly. A librarian in a special library may serve

thirty library users, while a school librarian may have three hundred children who regularly visit

the library. Thus, the primary process of reference service is always the same that is, translating a

request into terms that can be met by different reference sources. It is always the duty of the

reference librarian to listen to the patron, find out and translate his/her information needs and

provide the correct sources to satisfy those information needs. The reference service however,

may range from a minimal level of help to users in locating information, on the one hand, to the

actual delivery of information to clients, on the other. Reference service is the most demanding

and the most intellectual and brain tasking aspect of librarianship; the performance of which can

make or mar the effectiveness of the overall service of the library, or the image of the library

profession as a whole. The Reference Department of a library is usually referred to as the

“showcase” or the window/mirror of the library. This is because reference service embraces a

variety of activities; such services bring Reference Librarians directly in contact with those who

use or patronize the library. Relevant to this, is the importance of information in the acquisition

of knowledge (Bankole: 1998). Similarly, reference work is defined as the personal assistance

given by the librarian to individual readers in pursuit of information (Rothstein, 1961). This

involves not locating the material where the required information can be found but also locating

the information and sorting out what information is relevant from a mass of information. In

short, reference service involved with all aspects of information both theoretical and practical. In

library services, failure to locate any required information leads to a user’s frustration.

Misinformation and disinformation have the same effect. A satisfied user, on the other hand,

serves as a public relations officer for the library. Thus assistance to readers is a great task that

13
embraces an enormous range and variety of activities. Many users want to know more and more

about less and less; they want to acquire more knowledge; and they want to know more about

their society and their historical cultures. When student’s needs are met then reference services

have taken place. There is no way reference librarians can work without reference materials

(Ifafesobi, 2005). Furthermore, Okolo (2002) opined that library staff especially those in the

reference section must be conversant with the different sources of the information that will be of

benefit to any enquirer. There are a lot of challenges posed to academic librarians that work in

the reference section; which include the changing nature of the materials, personal image

expected of library and information service practitioners in emerging democracy and its

economy as well as ICT incursion to the profession. Other setbacks are outdated resources,

irrelevant materials on shelves for user.

2.3 Types of Reference Services in Academic Libraries

Eze (2016) identified traditional reference desk or face-to-face, phone/SMS, IM/chat, e-mail and

Web 2.0 tools reference services in academic libraries:

1. Traditional reference desk or Face – to – Face reference services: -Studies have

proven that face-to-face reference or traditional reference desk continues to be the most used

reference service and at the same time, the first choice getting help from the library (Grandfield

& Robertson, 2008; Luo, 2008; Ruppel and Vecchione, 2012; Baro, Efe & Oyeniran, 2014). For

example, Ruppel and Vecchione (2012) reported that many of the comments (36 percent) relate

to the personalized service that traditional reference is able to offer, in contrast to SMS and chat

reference services. According to the authors, respondents value the direct nature of traditional

14
reference service (33 percent of the comments). Particularly the fact that the librarians can lead

patrons directly to the physical resources they need in the library building.

Chu and Du (2013) studied social networking tools for academic libraries and found that instant

messaging was reportedly used for handling enquiry related services and internal staff

communication. IM has shown to enhance users’ social presence and to facilitate a sense of

communication which was not provided by e-mails and conventional web 1.0 websites (Boulos

and Wheelert, 2007). Chu and Du (2013) concluded that overall, participants perceived social

networking tools to be very helpful in terms of information sharing, knowledge sharing,

enhancing reference services and promoting library services.

The study by Johnson (2004) asked respondents for “their first option” if seeking assistance from

library staff in a hypothetical scenario, and relationships were drawn between preferences noted

and status of respondent. It was found that undergraduates were most likely to choose face-to-

face reference services and faculty was more likely to prefer e-mail. Few people had used the

chat service and few people were even aware of it. Similarly, the study by Malik and Mahmood

(2013) in Pakistan revealed that the culture of providing reference services through traditional

face-to-face method was still prevailing in most of the libraries, while modern means of

communication like e-mail and IM were being adopted but at a slow pace. The authors

recommended that the electronic means of communication like e-mail, chatting and IM should be

incorporated for delivering better reference services (Eze, 2016).

2. Phone or SMS reference services: -Text messages reference services present efficient,

personalized methods for connecting with undergraduate students. Test messaging, also known

15
as short message-service (SMS), is described as “near-synchronous” because the sender and the

receiver have time to thoughtfully compose and edit a message before sending it (Guo and

Turner, 2005). SMS reference is a personal medium because it is similar to spoken

communication and is efficient due to the fact that it can be employed anywhere cell service is

available. The use of SMS text messaging has enhanced library services via hand phones. In so

many libraries, the SMS text messaging has been incorporated into enquiry and reference

services. For example, cellular phone usage including SMS usage is very high in places like

Nigeria. Trends such as these suggest that SMS is an ideal way to reach-out to a greater pool of

potential users of reference enquiry services.

Adding the advantage of portability of the cellular phone and ease in using SMS, it becomes

clear that SMS provides an alternative and potentially ideal mode of posting reference enquires

for users on the move, or who may not have the luxury of visiting the library due to their

schedules.

In regard to this, the National Library of Singapore (NLS) launched the SMS reference service

on 11 April 2006 as an additional convenient channel for users to post questions (Thanuskodi,

2012). Academic research is made easier for students when reference services are offered at the

point-of-need, whether it is via the traditional reference desk, chat reference, or text messaging

reference (SMS). According to a Pew Internet & Life Project in US, 97 percent of Americans

adults aged 18-24 exchange an average of 109.5 messages during a normal day (Smith, 2011, p.

2). Libraries that have implemented SMS reference are able to reach students on their mobile

phones and other portable devices at the point-of-need, which will extend their relevancy to

students. Patrons ask a question with their cell phones by sending a text message to a specific

number. According to Ruppel and Vecchione, (2012, p.425) “use of SMS reference service has

16
grown since Boise State University libraries implemented it.” The researchers reported that, SMS

usage increased after the librarians promoted the service through campus posters, in-house flyers

and instruction librarians promoted the SMS services in their information literacy workshops.

Guo and Turner (2005) studied college students’ perceptions of messaging systems. They

determined that while face-to-face was the most preferred communication medium, chat and

SMS communication would become more popular as students increase their usage and

familiarity with them. Albertsons’ Library at Boise State University (BSU) expanded their

reference services by implementing SMS reference in July 2010 (Rupple and Vecchione, 2012).

During the 2009-2012 academic years, BSU librarians answered 946 chat reference questions,

but a year later, during 2010-2011, the total number increased to 1,683. During the same year,

librarians answered 563 SMS questions using SpringShare’s LibAnswers software (Rupple and

Vecchione, 2012). Luo (2011) reported that San Jose State University survey participants used

SMS because they needed information immediately (55.6 percent), wanted to see how the

service worked (38.9 percent), did not have internet access (33.3 percent) and needed help from a

librarian (16.7 percent). The participant cited the SMS features they appreciate such as speed,

convenience, but said it is a challenge to ask a more complex question via SMS. According to

Luo, “they also can consider texting to be a more comfortable way to get help from a librarian”

(Luo, 2011, p.491). Tomaszewski (2011) reported that students prefer SMS reference because

“the convenient and unobtrusive nature of SMS makes it all the more popular choice with

students who own a cell phone” (p. 284).

One of the key differences between responding to questions asked via email and instant

messaging and questions posed using text messages is the length of the message. While email

and instant messaging questions and answers can be of any length, text messages are limited to

17
160 characters. With the increased usage of mobile phones, it is time for libraries to explore the

option of using text messaging, chatting to provide access to reference services.

3. IM/Chat reference services: -Chat reference refers to the services where the

“core of the communication between the librarians and user is an exchange of text message in

real time” (Francoeur, 2001, p. 189). Many academic libraries in U.S. provide the opportunity to

“chat” online with a reference librarian that is more resource – intensive than e-mail reference

(Lochore, 2004). Libraries prefer using free software such as Yahoo! Messenger, Google Talk,

Instant Messenger, Meebo and many more.

Librarians in Nigeria are still behind in terms of the development of digital reference services

compared to their counter-parts abroad. Several factors should be taken into consideration when

implementing chat reference service. These include cost of chat software, staff management,

facilities and viability of the service (Lou, 2008; Baro, Idiodi and Godfrey, 2013; Radford &

Kern, 2006). It is important to note that not all the chat reference services are successful. Few

libraries have discontinued chat reference because of low volume, software problems and

staffing model (Radford & Kern, 2006). Ruppel and Vecchione (2012) reported in their study

that almost all of the respondents (59) stated they would use the chat reference service again in

the future. When asked how much they like using the chat reference service, 90 percent said they

liked or loved it. Foley (2002) in a survey asked library users their reasons for preferring chat

reference over visiting, telephoning or e-mailing the reference staff. The participants mentioned

the following reasons: convenience; hassle in making telephone call; off campus access; and

liked the instantaneous nature of online communication. Ramos and Abrigo (2011) evaluated

reference services in selected Philippine academic libraries and asked respondents whether they

have sought help from the librarian or any library personnel through the digital reference

18
services. While a majority of the respondents are familiar with the existence of digital reference

services, only 65 out of 189 respondents (34%) have asked help from the librarian using the Ask-

a-Librarian, e-mail reference, and Facebook. Ramos and Abrigo (2011) concluded in their study

that a significant increase in the number of reference transaction was observed after integrating

web 2.0 tools to its information services. They added that, IM and Facebook were found to be

most useful reference 2.0 tools in finding relevant information. Studies have reported a less

developed culture of delivering reference services through e-mail and other electronic means of

communication due to the lack of IT skills and professional knowledge on the parts of librarians

in developing countries (Baro, Efe, and Oyeniran, 2014; Baro, Idiodi and Godfrey, 2013).

The study by Ruppel and Fagan (2002) found that students see the benefits of chats reference as

being convenient, anonymity, speed, quality of help, and no waiting in line. Grandfield and

Robertsons (2008) employed a survey and a focus group method in order to compare virtual

reference and reference desk users’ preferences and behaviour. The authors reported that:

 The reference desk is the most preferred method of getting help in the library despite

some respondents admitting the reference desk intimidated them, and that it was

sometimes frustrating to wait in line;

 Virtual references fill a need for users who prefer to work off-campus, especially for

graduate students. It seem as a significant service from students, not just a supplement;

 Exposure to virtual references “changes the perception of the landscape of reference

services,” which can motivate students to seek research help using new mediums.

4. E-mail reference services: -The study by Chow and Croxton (2012) examined

the information seeking preferences of 936 university faculty, staff and students in South-Eastern

United States and found that participants preferred face-to-face reference interactions over a suite

19
of virtual reference options. E-mail was the second most commonly used, followed by telephone,

and online chat with little interest in text messaging or Skype video. Nilson (2004) conducted a

study that looked at perceptions of the service received at the virtual reference desk and the

physical reference desk. The research involved library science students posting as users and then

filling out a detailed questionnaire after each visit to a physical and virtual reference desk. The

author discovered that if students were not familiar with chat technology (such as MSN

messenger or yahoo Messenger), they tend to prefer e-mail reference over virtual reference. The

reason noted for this was that a lack of familiarity may lead to a sense of intimidation or

resistance.

Nearly everyone became enthusiastic about chat reference service, and preferred it to e-mail,

once they had used it.

The study by Stoffel and Tucker (2004) compared e-mail and chat to determine user perceptions

of their services as a means to improve reference services. While they did not ask questions

regarding preference, they did ask users if they used other services to meet their information

needs. Fewer than one in ten used another service in the case of e-mail users, chat users

responses to this question were not noted in the article. Stoffel and Tucker concluded that there

was high satisfaction for their virtual services and that e-mail users were slightly more satisfied

than chat users. The study revealed that approximately one-third of respondents (34.5 percent)

used the e-mail reference services to seek help with topic searches.

5. Web 2.0 tools reference services: -Some of the Web 2.0 tools are especially suited to

reference services. Technologically-minded patrons can receive answers to their reference

questions by using Twitter, Facebook, IM, etc. The participants in Agosto, et al (2010)’s study

20
saw a shift toward library 2.0 in reference and information services. That is, not only is the

question answering research components of reference services increasingly collaborative, users

are playing an increasing role in information production. Just as library 2.0 means library

services provided via the internet that encourages feedback and participation from users,

reference 2.0 means that users are acting as information providers as well as information seekers

(Agosto et al. 2010). A comparative study of the use of Web 2.0 tools by librarians in Nigeria

and South Africa revealed that 66.7% of the librarians in South Africa use Web 2.0 tools such as

IM for online reference services (Baro, Ebiagbe and Godfrey, 2013). Another study by Baro,

Idiodi and Godfrey, (2013) also revealed that more than half of the librarians surveyed in Nigeria

(66.5%) indicated using Web 2.0 tools for online reference services.

2.4 Types of Reference Resources in Academic Libraries

Generally view is that reference materials are information resources in library used for specific

purpose. The researchers see reference materials as that information bearing that can be used

within the building or environment where information is disseminated. A reference book/ source

are not meant to be read through, but have an array of unrelated entries, which are generally

alphabetically arranged. Nwogu (n.d ) defines reference source as “books not meant to be read

from cover to cover but only to be consulted for certain information or facts. ”He continues in his

definition, saying, “These books are expected to be in the library at all times. Oyedum (2005)

defined reference books/ sources as books designed by the arrangement and treatment of its

subject matter to be consulted for definite items of information rather than to be read

consecutively. American Library Association glossary of library and information science defined

reference books as those books whose use is restricted to the library. While Obiora (2004)

defined reference books/materials as the publications –book and non- book materials consulted

21
only within the library for specific facts or subjects. Conclusively, Ifafesobi (2005) defined

reference materials/ sources as information in the library, regardless of their formats, whether in

print or non- print relevant format can be used to provide relevant answers to divergent

information needs of the library users. Reference Resources, This type of resources offer

information for research and provide facts about the document and they provide easy access and

retrieval to information. Reference resources are as follows: encyclopedia, dictionaries, hand

books or manuals, biographical sources of information, atlas, prospectus, directories, gazetteers,

almanacs, and so on. Mamman (2003) observed that reference service if properly utilized can

boost the image of the library and can promote research. He submitted that reference work is the

personal assistance to individual seeking information. However, Reference sources are often the

best place to start your research because they:

1. Provide a good introduction to a topic.

2. Provide brief, factual information.

3. Summarize and clarify issues.

4. Define unfamiliar terms.

5. Identify additional relevant sources such as books and periodical articles.

Reference materials are information materials in the library, regardless of their formats, whether

in print or electronic formats can be used to provide relevant answers to divergent information

needs of the library users. Janice (n.d) stated that reference materials/sources are obviously those

items most likely to be useful in answering reference questions. For this reason, they are often

held by libraries as resources which are either non-circulating or circulated under strict

limitations. In the case of some very useful or popular titles, the patron is best served when the

22
library can own at least two copies to allow for a "reference" and a circulating copy. A brief

outline of the most common types of reference materials is presented below.

1. Almanacs: Contain specific facts, statistical data, tables of comparative information, and

organized lists of basis reference information related to people, places, events, etc.

Usually cover broad periods of time, whereas Yearbooks will have the same time of

information for a single year. Example -- World Almanac and Book of Facts

2. Atlases: Contain an organized group of physical, political, road, and/or thematic maps.

Symbols, scales, and terms used in the atlas should be explained in an easy to understand

and complete manner.

3. Bibliographies: Contain one or more lists of resources and materials sharing some

common attribute such as location, publ ishing date, subject, etc. A good bibliography

should include all pertinent bibliographical data. Some will include descriptive or critical

annotations. Example -- Guide to Reference Books for School Media Centers

4. Biographical resources: Contain information about individual people or locate (index)

other works which provide this type of information. Collected biographies can cover a

given subject, a stated time period, or other special groups of individuals. Example --

Current Biography Yearbook.

5. Dictionaries: Contain words of a given language and other information such as their

origins, pronunciations, and definitions. Unabridged dictionaries contain 250,000 words

or more. Special dictionaries include picture dictionaries, foreign language dictionaries,

synonym dictionaries, thesauri, etc. Example -- Webster's School Dictionary

23
6. Directories: Contain an organized list of people and/or organizations of some type. Other

information such as addresses, phone numbers, email addresses, etc. are included for each

entry. Example -- Special Collections in Children's Literature.

7. Encyclopedias, General: Contain an alphabetically organized listing of a broad range of

subjects with basic information for each entry. General encyclopedias provide a good

basis for the beginning stages of research. They are also helpful resources for ready

reference questions. Example -- World Book Encyclopedia.

8. Encyclopedias, Subject: Contain the same type of information and organized like a

general encyclopedia. The entries are limited to those that fall within the subject

encyclopedia's scope of the coverage. Example -- The Grolier Encyclopedia of Science

and Technology.

9. Handbooks: Contain an abundance of information related to one subject. This is one

type of reference material which needs to be circulating in order to serve the patron well.

Example -- Famous First Facts.

10. Indexes: Contain information necessary for locating information in a given specific item

or a type of resource. They help to locate information in periodicals, anthologies, news-

papers, etc. Concordances and quotation dictionaries are specific types of indexes.

Example -- National Geographic Index

11.Thesauri: Thesauri provide synonyms for words with related meanings. You might

choose to use a thesaurus when you are looking for alternative definitions to words you

find yourself using frequently. Thesauri often include antonyms, or words with the

opposite meaning of the one you look up, which can also be helpful when trying to

determine alternative ways to say the same message.

24
Finally, reference sources can be a great place to start your research because they provide quick,

authoritative introductions to a topic. They offer summarized, factual information in a clear and

organized way. Common reference sources that provide this type of information are

encyclopedias and dictionaries. Reference sources, such as encyclopedias or literary criticisms,

will often cite additional sources such as periodical articles and books. Further, they often

provide a good bibliography for you to explore in your research. James (2005) states that

reference work started in the late 19th and early 20th centuries to respond to several forces and

trends. In the next several decades from the 1930s through the 1950s, a new technology that

provides, access to the library to a lager member and much wider variety of people was

introduce. That technology is obviously, the telephone and the reference literature of the day

speaks of its advantages but also its challenges.

2.5 Utilization of Reference Services

Janes has stated that in the academic context “users have perhaps the fullest array of questions,

information needs, and inquiries.” Reference service in academic libraries ranges from in-depth

reference interviews in relation to graduate and faculty scholarship across the spectrum of

possible disciplines of knowledge to “ready-reference queries.” The service must, however,

conform to user expectations related to speed and price to suit individual circumstances. This

recognition of the user’s need of speed and price relates to the value of reference service to the

user. For instance, if the user has two weeks to complete an assignment and the librarian

recommends a source that will be readily available in three weeks, then the librarian’s reference

service may be relatively worthless to the user. Alafiatayo, (1997) in his study of University

libraries in Nigeria used a total number of 600 respondents as the population sample for the

25
study. The instruments used for data collection in his study were questionnaire and personal

interview. The findings of the study pointed to the fact that the type of reference assistance to

users in University libraries in Nigeria do not probably go beyond conservation to moderate

level. Some of the factors which have been identified to be responsible for such a situation are

the fact that none of the libraries have laid out objectives to guide its reference services,

inadequate personnel, organizational structure of the library and ‘ignorance’ of the users

particularly patrons among others. Therefore, considering the present level of library potential in

Nigeria, the liberal and maximum level of reference service is Recommended In another

development, Klumpp, (2007) carried out a study on reference service; patron, instructors and

librarian in the 21st century in UMCP (university of Mckeldin). Two hundred undergraduate

students were used as respondents in the university campus. Instrument used for data collection

was questionnaire and simple percentage was used for the data analysis. In the report it was

found out that, the undergraduate are unaware of the many services and resources which are

available in the library. And also that the undergraduate students are reluctant to ask for

assistance in the use of information resources and services while some are intimidated by the

complexity and large size of the library. Suggestion was made that reference services ought to

recognize the need for generally experience in working with the special needs of naive users. In

addition, system of training and evaluation targeted specifically at the need of these users should

be part of reference services.

Sheri (1993) opines that reference service and resource are of paramount importance to users.

They are services that formalized provision of information in diverse form by a reference

librarian who is interposed between the questioner and the available information resources as

well as to interpret the sources in the light of the question asked towards the operation of

26
reference services. In the same line of thinking Amkpa (2000), is of the opinion that information

resources and services provides numerous benefit to users. Benefits such as meeting their

information needs, hence, Nigerian public libraries need to improve their services so as to equip

the users with the skills of accessing relevant information and effective utilization of information

resources and services. First step towards improving the services is by implementing a better

reference services. The library among other services should provide relevant information

resources and services for patrons, to cope with the changing needs of users, the need to impart

some basic knowledge and skills of reference resource and services to their staff and users

(Luban:2007).

According to Sheri (2007), patrons make use of information resources because they are

information bearing materials that can meet their information needs. He further opined that the

services (personal assistance) usually given to library users in pursuit of information by the

librarian in charge of the reference collection also enables the user to meet their information

needs. From Sheri’s study, it was found out that, the purpose of utilization of information

resources and services by users is to meet the various information needs of library users such as

writing a term paper, seminar essay, lectures, education, entertainment, courses work,

assignment, leisure and self improvement. The level of satisfaction derived from usage of

reference resource and services according to Heaton (1996), appears to dwindle over time. In his

study also Carlso (2008) observed that users were once satisfied with the resources and services

offered in the Hornbake library. The study indicated that forty nine percent of users use

information resources and services on the reference desk while 51% went with the new

technology of referencing. The remaining 49% indicated they were satisfied with the references

and services available to them.

27
2.6 Challenges Affecting Provision and Utilization of Reference Services in Academic

Libraries.

The problems of provision of reference services and their corresponding utilization by patrons

were recorded by Carlso, (2008) to include among others; Lack of adequate reference collection

which is the working tool of reference librarian. From the studies it is observed that quality

reference collection is hard to come by. The librarian depends on overseas publishing houses and

marketing agent for their collection. This dependency in itself is a problem, more especially now

that the prices of these resources have escalated due to production cost and the devaluation of our

domestic currency. Secondly, because of transnational distance materials ordered take months, at

times years before they arrive. By the time this information resources finally arrive in Nigeria

and are cleared from the port agencies and other relevant agencies most of the imported

information materials become obsolete. Indeed a lot of changes might have taken place this

makes them useless. Another major problem is that of inadequate qualified Staff. Those who

possess a wide range of intellectual capacity, interest, desire to assist the users, flair for

organizing document, ability to research literature and adequacy of the resources of the library.

The quality of staff usually reflects on the quality of reference service delivery. Such qualities

earlier discussed are lacking in many reference librarian. This is partly because most of them are

not well trained either while in library school or on the job training. Also because some took up

the library profession without thinking about problems involved in becoming a successful

librarian.

Users of information resources themselves constitute a problem to the provision of effective

reference services. Klumpp (2007) in his study recognize this problem that users are

unnecessarily selfish in the way and manner they make use of library resources. Some either tear

28
pages of sheets of book, journals, and other information resources they consider most useful or

sometimes steal a whole document. This behavior is very disturbing to a conscious reference

librarian or readers who may want to make use of a piece of information in a document only to

find out that it cannot be found. Lack reference resources and services were high and difficulty in

locating reference resources on the right shelf was also identified in the study.

29
References

Achebe N (2012). Current trends and Challenges in Reference and Information Services in
Nigerian libraries. In: Daniel JO, Ifidon EI and Okegbola T (eds) Trends In Library &
Information Science in Nigeria: festschrift in Honour of Prof. Sam E. Ifidon. Lagos: Elis
Assocates.
Baro, E.E., Efe, B.B. & Oyeniran, G.K. (2014), “Reference Inquires Received Through Different
Channels: the Challenges Reference Librarians face in Universities Libraries in Nigeria”,
Reference Services Review, Vol.42 No. 3, pp. 514-529.
Chow, A.S. and Croxton, R.A. (2012), “Information-Seeking Behaviour and Reference Medium
Performances: Differences Between Faculty, Staff and Students”, Reference & User
Services Quarterly, Vol. 51 No. 3, pp. 246-262.
Chu, S. K. and Du, H. S. (2013), “Social Networking Tools for Academic Libraries. Journal of
Librarianship and Information Science, Vol. 45 No.1, pp. 64-75.
Foley, M. (2002), “Instant Messaging Reference in an Academic Library: A Case Study”,
College and Research Libraries, Vol. 63 No.1, pp. 36-45.
Francoeur, S. (2001), “An Analytical Survey of Chat Reference Services”, Reference Services
Review, Vol. 29 No.3, pp. 189-203.
Grandfield, D and Robertson M. (2008), “Preference for Reference: New Options and Choices
for Academic Library Users”, References & Users Services Quarterly, Vol. 48 No.1, pp.
44-53.
Guo, Z. and Turner, T. (2005), “Messaging Media Perceptions and Preferences: an Exploratory
Study ACIS 2005 Proceedings”, Available at: http://aisle.aisnet.org/acis2005/62
(accessed May 2, 2015)
Ifafesobi SO (2005) Readers services. In Akinfolarin, W.A. (ed) Effective of the Library. Akure:
AOGE NIG.LTD
Johnson, M. (2004), “Online Chat Reference: Survey Results from Affiliates of Two
Universities”, Reference & User Services Quarterly, Vol. 43 No.3, pp. 237-245
Kumar K (2008) Reference Service 5th revised edition. New Delha: Vikas publishing house PVT
Lochore, S. (2004), “How Good are the Free DRS: a Comparison of Library-Based and Expert
Services”, Library review, Vol. 53 No. 1, pp. 24-29.
Luo, L. (2008), “Chat Reference Evaluation: a Framework of Perspectives and Measures”,
Reference Services Review, Vol. 36 No. 1, pp. 71-85.
Malik, A. and Mahmood, K. (2013), “Infrastructure Needed for Digital Reference Service (DRS)
in University Libraries: an Exploratory Survey in the Punjab, Pakistan”, Library Review,
Vol. 62 No.(6/7), pp. 420-428.
Nilsen, K. (2004), “The Library Visit Study: User Experiences at the Virtual Reference Desk”,
Information Research, Vol. 9 No.2, pp.171-182. Available at: http://informtionr.net/ir/9-
2/paper171.html (accessed January 15, 2015).
Obiora CC (2004) Use of Library for & Research. Enugu: Sound & Sense limited.
Okolo EO (2002) The Use of the Library for Students in Tertiary Institutions. Ibadan: End-teime
Publishing House.
Oyedum GU (2005). Introductory Notes on Reference and Bibliography. Minna: Mairo press and
Computer Centre.

30
31
 CHAPTER THREE

RESEARCH METHODOLOGY

3.1 Introduction

This chapter presents process or techniques to be use in this study. This involves the research

method use, population of the study, instruments and procedures of data collection, method of

the data analysis and presentation.

3.2 Research Methodology

Toluhi (2001) asserts that “research methodology has to do with the processes or technique of

inquiry or the body of research techniques utilized in a specific research”. Methodology is a

strategy which researchers follow in order to gain knowledge of study phenomena Haruna

(2013). The methodology adopted for this study is the quantitative research methodology which

is the type of methodology that uses numbers that can be quantified. Quantitative research

involves the collection of data so that information can be quantified and subjected to statistical

treatment in order to support or refute "alternate knowledge claims". Quantitative methodology

according to Gravetter and Forzano (2017), is based on measuring variables for individual

participants to obtain scores, usually numerical values that are submitted to statistical analysis

and interpretation.

3.3 Research Design

Survey research method will be employed in carrying out the study. Ndagi (1991) observed that”

quantitative survey research method is characterized by the selection of random sample from

large and small population in order to obtain empirical knowledge of contemporary nature”.

Quantitative survey research method gathers data from members of population in order to

32
determine the current state of the population with respect to one or more variables. It is not

concerned with individuals as entities but with the generalized statistics that emanate when data

are abstracted from a number of individuals cases. A quantitative survey design involves a

clearly defined issues and definite objectives (Imoisili, 1996) furthermore, narrative survey is

been employ which attempts to documents or picture current conditions of the subject matter, or

research work undertaking.

3.4 Population of the Study

Asika (2000) state “A research population is made up of all conceivable elements, subject or

observations relating to a particular phenomenon of interest to the researcher”. Research

population directly relates to the group people or object the researcher is taking as his case study

(Tolulini, 2001). This research work tends to investigate “Provision and Utilization of Reference

Services in Federal College of Education, Kano Library”

Table: 3.1 NCE Regular Students Population

Categories Frequency
NCE I 1565
NCE II 8200
NCE III 3660
Total 13425

Table 3.2: Library Staff Population

Categories Frequency
Professionals| Academic Staff 12
Para professionals Staff 40
Total 52

33
3.5 Sample Size and Sampling Techniques

The samples for this research work consist of both staff and library users. Therefore, they are the

respondents to be administered with the questionnaires. According to Toluhi (2007) “sample

refers to the small part or fraction of a populations that is subject to detail and wide- ranging

examination. The conclusions reached are the expressed in general terms as the conclusion on

the entire population”.

Sampling is a process whereby researchers selection elements of the population that would

describe the characteristics of a large number of item of a phenomena. It involves a procedure of

selecting a proportion of a population (Aska, 2000). A random sampling procedure will be use in

order to selection respondents. Ndagi, (1999) observed that “simple random sampling is a

process of allowing every subject or unit in a given population an opportunity of appearing in the

selection”. Therefore, for this research work, the reference librarian (1) and (123) library users

are selected from each levels, making it 124 as below table will indicate.

3.5.1 Sample Size Determination

The sample size is one hundred and twenty three (123). It is derived from the population using

Yamane statistical formular.

n = N___

1 + N(e)2

n = 13,425

e = allowable sampling error taken at 9%

34
 = 13425_____

1 + 13425(0.09) (0.09)

= 13425

108.7425 = 123

Reference Librarian 1
Sample size determination of users 123
Total 124
Copyright; The Research Advisors (2006) as cited by Haruna (2013)

3.6 Data Collection instrument and procedure

Research instrument are instruments that researcher use to gather necessary data from the

research subjects. They include questionnaire, interview guide, observation and literature review

or documentation. Here, the researcher uses questionnaire for research finding, and data. The

instrument for data collections of this research work is questionnaire. Therefore, questionnaire is

composed of a body of questions formulated to collect information for assessment. The answers

to these questions are designed to answer the research questions. Moreover, the questionnaire to

be use is close ended type in which respondents are directed to tick the space provided, also the

questionnaires consists of library staff and library users and its comprises section “A” Personal

data of the respondents, section “B” Provision of reference services, section “C” Utilisation of

reference services “D” Problems affecting provision and utilisation of reference services in

academic libraries. Johnson and Joslyn (1973) state that “political scientists tend to use three (3)

broad types of data depending on the phenomena they are investigating. These are (1) interview

data (2) data in document and (3) data obtained through observation”. Here, the researcher uses

35
questionnaire for data collection by preparing questions to be administered and there is need to

use interview guide for the reference Librarian of F.C.E. Kano Library.

36
3.7 Data Analysis and Presentation

The questionnaires are analysed by simple percentage distribution:

r x 100

n 1

r = number of variables in n

n = sample size

Knowing that inferences would be drawn from the data collected, it is essential that simplicity

and effectiveness be ensured. The descriptive statistical method was employed in this study by

utilizing simple percentage, frequency tables as well as figures. This is so because, with

descriptive statistics, data is reduced to understandable and meaningful level, which allows for

easier interpretation. The analysis was based on the findings obtained from the presentation and

interpretation of the data collected. And as such data from the interview was explain vividly from

the reference Librarian. This method of analysis is chosen because it gives easier interpretation.

37
References

Asika, A (2000) Introduction to Research Methodology. Onisha African Feb publisher ltd.
Imosilia, I.C (1996) Social Research Methodology for Nigerian Students. Lagos: Mailhuose
press.
Johnson and Joslym (1973): “Political Science Research Method, Oxford: University Press
Ndagi, J.O (1999) The Essential of Research Methodology for Educators. Ibadan: University
press
Tolulin, S.O (2001) Fundamental of Research Methodology Lokoja: Victory publication.

38
 CHAPTER FOUR

DATA PRESENTATION AND ANALYSIS

4.1 INTRODUCTION

This chapter deals with the statistical analysis of the raw data obtained through the research

questionnaires to the library uses and the interview generated from the reference Librarian. The

data for the questionnaire was obtained through the administration of 123 questionnaires, 100

Questionnaire was returned and were found to be useful.

PART A; ANALYSIS OF DEMOGRAPHIC DATA

Table 4.1- Gender

Variable Respondents Percentage
Male 60 60%
Female 40 40%
Total 100 100%
Age of respondents
Variable Respondents Percentage
Between 15-20 years 10 10%
20-25 years 15 15%
25-30 years 35 35%
35- 40 years 28 28%
40 years and above 12 12%
Total 100 100%

Analysis of data on the gender of the respondents revealed that, 60 respondents

representing 60% are Male users of the library, 40 respondents representing 40%

are female students indicating that men are the highest users of the reference

services. Analysis of age distribution of respondents shows 10 respondents

representing 10% are between 15-20 years, 15 respondents representing 15% are

39
within 20-25 years, 35 respondents representing 35% are within 25-30 years, 28

respondents representing 28% are within 30-35 years, 12 respondents representing

12% are above years which shows that majority of the respondents are young and

vibrant to supply needed information and 25% represent the age of 25-30 years.

Table 4.2- Level of the respondent using the reference services

Variable Respondents Percentage
NCE 1 17 17%
NCE 2 23 23%
NCE 3 42 42%
PRE-NCE 18 18%
Total 100 100%
Analysis of Level of the respondent using the reference services shows 17

respondents representing 17% are NCE 1 students, 23 respondents representing

23% are NCE 2 students, 42 respondents representing 42% are NCE 3 students, 18

respondents representing 18% are PRE-NCE students, which shows that majority

of the respondents are NCE 3 who utilizes the reference services to supply needed

information.

PART B – Reference services Utilized

Table 4.3- Reference Services utilized

Variable Respondents Percentage
Library Instruction 10 10%
Information Services 11 11%
Selective Dissemination of 9 9%
Information
Current Awareness Services 11 11%
Assist in the Use of 49 49%
Resources

40
 Bibliographic Services 10 10%
Total 100 100%
To verify the purpose of Reference Services utilized from the reference librarian in F.C.E

library Kano, 10 respondents representing 10% agreed that they used the library for

Library Instruction, 11 respondents representing 11% said that they use the library for

information services, 9 respondents representing 9% agreed that they used the

library for selective dissemination of information, 11 respondents representing 11%

agreed that they used the library for current awareness services, 49 respondents

representing 49% agreed that they used the library for the assistance in the use of

resources but other 10 respondents representing 10% used the library for

bibliographic services, which indicates that 49 % represent the user utilizing the

reference resources for assistance of resources from the reference librarian.

Table 4.4- Ways of getting reference Services

Variable Respondents Percentage
Face to face reference 74 74%
services
SMS and Phone call 16 16%
Reference Services
IM and Chat Reference 10 10%
Services
Email and Web 2.0 Reference 0 _____
Services
Total 100 100%
Analysis of the data on the way of getting Reference Services given to you revealed that,

74 respondents representing 74% are given face to face reference service, 16

respondents representing 16% are given SMS and phone call reference services, 10

41
people representing 10% are given IM and chat reference services, while 0

respondents representing 0% do not utilize the Email and web 2.0 reference

service. This is an indication that the library users are given face to face reference

services.

42
Table 4.5- Format of resources used
Variable Respondents Percentage
Print resources 80 80%
Non-print resources 17 17%
Electronic resources 3 3%
Total 100 100%
To assess the format of materials used by the clienteles, 80 respondents

representing 80% normally use print resources like textbooks, 17 people

representing 17% used Non- print resources, while 3 respondents representing 3%

used Electronic resources. This is an indication that the users utilizes print

resources more than any other resources.

43
Table 4.6- Types of Reference Resources normally consulted.
Variable Respondents Percentage
Dictionaries 24 24%
Encyclopedias 26 26%
Handbook 7 7%
Almanac| Yearbook 23 23%
Directories 12 12%
Maps| Atlases 8 8%
Total 100 100%
To assess the Types of Reference Resources you normally consult in F.C.E library, 24

respondents representing 24% utilize Dictionaries, 26 people representing 26%

utilizes Encyclopedia, 7 respondents representing 7% utilizes the handbook, 23

people representing 23% said to utilize Almanac/ yearbook, 12 people representing

12% said to utilize Directories while others respondents representing 8

representing 8% utilizes Maps/Atlases. Thus, this is an indication that the most

users are that of Encyclopedia representing 26%.

44
Section C: Utilization of Reference Resources and Service

Table 4.7- Extent to which users utilize the Reference resources and Services.
Variable Respondents Percentage
Regular 27 27%
When the need arises 43 43%
Occasional 30 30%
Total 100 100%
27 respondents representing 27% utilizes the reference resources and services on a

regular basis, 43 respondents representing 43% utilizes the reference resources and

services when the need arises, 30 respondents representing 30% utilizes the

reference resources and services occasionally. Without further ague, 43%

respondents utilizes these services when the need arises maybe due to examination,

research or assignment.

45
Table 4.8- satisfaction with Reference Resources and Services
Variable Respondents Percentage
Highly Satisfied 30 30%
Moderately Satisfied 30 30%
Fairly satisfied 13 13%
Not satisfied 27 27%
Total 100 100%
To assess the satisfaction with Reference Resources and Services, 30 respondents

representing 30% said they are highly satisfied with the services and resources of

F.C.E library, 30 respondents representing 30% said they are moderately satisfied

with the reference resources and services, 13 respondents representing 13% said

they are fairly satisfied with the reference resources and services while 27

respondents representing 27% said they are not satisfied with the reference

resources and services, meaning there is a need to improve the standards of the

provisions of reference resources and services within F.C.E Kano library.

46
Section D: Problem Affecting Utilization of Reference resources and Services

Table 4.9- Problems Affecting Utilization of Reference resources and Services

Variable Respondents Percentage
Lack of adequate reference resources 22 22%
Lack of skills to use the reference resources 23 23%
Mutilation of reference resources 14 14%
Lack of knowledge of existing reference resources 16 16%
Inadequate staff assistance. 8 8%
Poor effective internet services 5 5%
Poor reference services 7 7%
Lack of knowledge of existing reference services 5 5%
Total 100 100%
To assess the Problems Affecting Utilization of Reference resources and Services, 22

respondents representing 22% depicts that the lack of adequate reference resources,

23 respondents representing 23% said the library Lack of skills to use the reference

resources, 14 people representing 14% said the library suffer from mutilation of

reference resources, 16 people representing 16% said the library Lack of knowledge

of existing reference resources, 8 people representing 8% said the library lacks Inadequate

staff assistance, 5 people representing 5% said the library have poor effective internet

services, 7 people representing 7% said the library suffer from Poor reference services,

while 5 people representing 5% said the library Lacks knowledge of existing reference

services. Thus, the library need improvement in its ramification in providing reference services.

Table 4.9- Strategies that could address or overcome these problems.

Variable Respondents Percentage
Better funding 35 35%
Provision of modern 5 5%
infrastructure

47
 Provision of effective 15 15%
reference services
Employment of qualified 35 35%
staff/training
Provision of adequate reference 10 10%
resources
Total 100 100%
To assess the Strategies that could ameliorate or overcome these Problems of the library, 35

respondents representing 35% had negative impression about the services of the

library saying the need better funding, 5 respondents representing 5% said the

library need the provision of modern infrastructure, 15 respondents representing

15% said the library need the provision of effective reference services, 35

respondents representing 35% said the library need the employment of qualified

staff and staff training in the library in provision of reference services while 10%

of the respondents said the library need the provision of adequate reference

resources in F.C.E. library, Kano.

INTERVIEW QUESTIONS AND RESPONSES

DEMOGRAPHIC DATA OF THE INTERVIEWEES

The interviewees were asked about their demographic information. The data collected indicated
that reference librarian was male staff. Regarding their qualification, the Reference Librarian is a
holder of Master in library and information science. In respect of the years of working
experience, findings indicate that the reference librarian have four years of working experience.

1. What are the strategies for provision of reference services in federal

college of Education, Kano library?

48
 Reference Librarian: “The reference Librarian stated that the section
deals with the administrative policy of the print reference resources such
as encyclopedia, dictionary, and the publications are journals, magazines,
newspapers, and some few government publication. We acquire reference
publication through donation by different categories of people, through
purchase whereby the college subscribe for different types of reference
resources biannually””.

2. What are the types of reference information resources utilize in the

academic library?
Reference Librarian: “The reference Librarian stated that the types of
reference information resources are encyclopedia, magazines, dictionary,
gazetteer and some few government publications.
3. How frequent reference information resources are utilized in the
academic library under study?
Reference Librarian: “The reference Librarian stated that reference
resources are utilized on a frequent level due to the exponential rate of
how students need information on a daily basis and they use it for
assignment and research purpose and due to our records we tend to keep
abreast with the need for information.
4. What are the factors affecting provision and utilization of reference
services in the library?
Reference Librarian: “The reference Librarian stated that reference
resources that the problems affecting the utilization of reference services
include; Lack of I.C.T facilities in the section, Lack of technical skill
required among the staff, Lack of sufficient fund, Inadequate space, Lack

49
 of awareness among the student of the college, about services of
reference section.

5. What are the measures to overcome the problems?

Reference Librarian: “The reference Librarian stated that reference

resources that the problems can be ameliorated with the following measures;
adequate and proper funding of the library and if possible separate annual
allocation would be made to serial section so as to enable the division to
increase serial collection for the library. There should be a good staff
development policy in terms of training organizing workshops, seminars to
update their knowledge.
There should be a proper preservation mechanism such as proving a good
environment for serial publication, backup copies, repackaging, and use
jewel cases, envelope and cabinet to extent the life span of the serial
publications. This is because there are difficult to replace when lost or
damaged. Cost of back sets of serial astronomical. Application of ICT
facilities in serial section in order to cope with the globalize world. Also air
conditioner should be installed to help keep the resources in constant low
temperature.

DISCUSSION OF FINDINGS

In the course of investigation, the researcher administered (123) questionnaires to the

respondents, out of which (100) questionnaire was recovered. The researcher found out that,

most of the female students do not make use of the library, because 40 female students

representing 40% used the library, while 60 male students representing 60% male used the

library anytime, when the need to use the arises.

50
It was also discovered that, Analysis of the data on the Types of Reference Services given to you

revealed that, 74 respondents representing 74% are given face to face reference service, 16

respondents representing 16% are given SMS and phone call reference services, 10 people

representing 10% are given IM and chat reference services, while 0 respondents representing 0%

do not utilize the Email and web 2.0 reference service. This is an indication that the library users

are given face to face reference services.

Some of the challenges faced are; : Lack of adequate reference collection, quality

reference collection is hard to come by, The librarian depends on overseas publishing houses and

marketing agent for their collection, lack of trained personnel, transnational distance materials

ordered take months, at times years before they arrive, Lack reference resources and services

were high and difficulty in locating reference resources on the right shelf.

It was also found out that, the attitude of the most of the staff towards the female students

was friendly. It was discovered that, the library was not conducive for 118 respondents

representing 73.8% of the respondents attested to this fact.

The researcher also discovered with dismay that, To assess the type of materials used by the

clienteles, 80 respondents representing 80% normally use print resources like textbooks, 17

people representing 17% used Non- print resources, while 3 respondents representing 3% used

Electronic resources. This is an indication that the users utilizes print resources more than any

other resources.

Where as the researcher discover that the Library needs better funding, as well as

employment of qualified staff and staff training which is the major problems in hindering the

provision of reference services in F.C.E library.

51
52
 CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATIONS

5.1 INTRODUCTION

This aspect of the research work, captured the summary, conclusion and recommendations. The

research work is on the provision and utilization of reference services in federal college of

education library, Kano. This research work is majorly concerned about the reference services

which is at the campus in F.C.E. Kano.

5.2 SUMMARY OF THE STUDY

The research work is divided into five chapters according to the table of content, chapter one is

on background to the study, statement of the problem, objective of the study, research question,

significance of the study, scope of the study, limitation of the study, definition of terms.

The second chapter is on the review on relevant literature which comprises of; Concept of

Reference Services, Types of Reference Services in Academic Libraries, Types of Reference

Resources in Academic Libraries, Utilization of Reference Services in Academic Libraries,

Challenges Affecting Provision and Utilization of Reference Services in Academic Libraries

The third chapter is on the research methodology and it entails; type of research, type of

research design, population of the study, sampling techniques and sample size, sample size

determination, data collection instrument and procedure, data analysis and presentation.

53
The chapter four entails the presentation of the data and analysis obtained through the means of

questionnaire from the library users and the interview was retrieved from the reference Librarian.

The chapter five entails the; Summary, Conclusion, Recommendation.

5.3 SUMMARY OF THE FINDINGS OF THE STUDY

The Summary of the findings discovered that the type of reference resource available in F.C.E

library include print resources such as textbooks, journals, encyclopedia. Electronic resources

such as E-books, E-journals, E-reference resources. Non-print resources such as projectile, as

well as microfilm which is used by the users who patronize the library regularly. The type of

reference services rendered by the library include the Current awareness Services, Selective

dissemination of information, bibliographic services as well as information services to the users,

in this way users can stay updated in one way or the other either coming to the library or even if

the library is far from them, this is another format the library use to attract users to its library be

it students or researchers. The satisfaction the users derive from the FCE library is to a great

extent which leaves them highly satisfied and makes them come back for more. Some of the

factors affecting the provision of reference services includes lack of knowledge of existing

reference resources, mutilation of reference resources, Lack of skills to use the reference

resources e.t.c. As such there are measures which are used to address these problems which

include; provision of effective reference services, employment of qualified staff/training, better

funding which could help address the issues of provision of effective reference services and

resources in the F.C.E library, Kano

54
5.4 CONCLUSION OF THE STUDY

Reference services to users have become a driving force in new service platform of the libraries.

Preservation and conservation have been proved to be an important tool for improving services

in academic libraries. It is important for teaching, learning, research and development of human

beings. From the analysis and discussion of the findings, the researcher discovered that different

types of preservation and conservation practices were available, functions, although not well

implemented in the library under study especially in federal college of education, Kano. The

study also identify that some of the reference services in the library under study are practiced to a

greater extent while some are at very low extent and others are not practiced at all. This study

has also been able to identify the challenges associated with reference services of library

resources in libraries under study, ranging from: Lack of adequate reference collection, quality

reference collection is hard to come by, The librarian depends on overseas publishing houses and

marketing agent for their collection, lack of trained personnel, transnational distance materials

ordered take months, at times years before they arrive, Lack reference resources and services

were high and difficulty in locating reference resources on the right shelf was also identified in

the study.

5.5 RECOMMENDATIONS OF THE STUDY

The researcher, observed that for the enhancement of provision and utilization of reference

services in F.C.E Kano library, there is need for adoption and implementation of strategies which

include:

1. Based on findings of this study, the researcher is proposing that there is the need for

professional development in the integration of Orientation of qualified staff. For the survival and

55
relevance of these reference services, proper orientation should be declared by the Nigerian

government as an institutional priority with adequate funding and support. By this, academic libraries

will be able to face squarely the challenges of inadequate and ineffective reference librarian to the

academic community at large, most especially in schools like F.C.E Kano Library.

2. The management of F.C.E Kano should monitor and implement programmes to promote and

facilitate healthy reference culture among the users of the library, as well as guide their students and

users to strike a healthy balance between relevant use (academics) and irrelevant use (leisure) of the

reference services most especially in their learning activities. In order to achieve this, students should

be exposed to orientation programmes where the practice of proper use of reference services in F.C.E

Kano.

3. As a way of encouraging students, a pool of computer systems should be provided by F.C.E

authorities at subsidized rates with a defined schedule on when students can access the Internet to

reference services remote and even with IM chats and calls, and there should be free and

uninterrupted access to ICT‘s without payment if possible, as obtained at the academic environment

in the developed world. More so, the cost of making Internet access available (most especially by

Internet service providers) should be reduced. This is in view of the fact that students who are

constrained by paucity of reference research materials in the library will enjoy the luxury of having a

viable option through access to the Internet. Also, such an opportunity will facilitate online

discussion between students and reference Librarian. F.C.E Kano library should endeavor that they

include computer education in their curriculum irrespective of the departments; hence, it should not

be restricted to only those studying Computer Science.

4. Academic librarians should explore various strategies to satisfy adequately users' rising

demands for reference resources, including the participation in library consortia. Additionally,

Academic libraries need to promote, through effective publicity and current awareness programmes,

56
adequate awareness among students of the variety of existing and new reference resources and

services available to them in F.C.E library.

5. There should be a reliable courier service that will ensure the delivery of the reference

resources within a short period of time most especially to shorten the pace of delivery services to the

academic libraries.

57
 BIBLIOGRAPHY

Ramos, M.S. and Abrigo, C.M. (2011), “Reference 2.0 in Action: An Evaluation of the Digital
Reference Services in Selected Philippine Academic Libraries”, World Library and
Information Congress; 77th IFLA General Conference and Assembly, Puert Rico 13-18
August, San Juan. Available at: http://conference.ifla.org/ifla77 (accessed January 15th
2015).
Ruppel, M. and Vecchione, A. (2012), “It’s Research made Easier! SMS and Chat Reference
Perceptions”, Reference Services Review, Vol. 40 No. 3, pp. 423-448.
Smith, A. (2011), “Americans and Text Messaging, Pew Research Centre”, Available at:
http://pewinternet.org/Reports/2011/Cell-Phone-Texting-2011.aspx (accessed January 15,
2015).
Stoffel, B. and Tucker, T. (2004), “E-mail and Chat Reference: Assessing Patron Satisfaction”,
Reference Services Review, Vol. 32 No. 2, pp. 120-140.\
Thanuskodi, L. (2012), “Awareness of Library Applications Among Library & Information
Science Professionals at Annamalai University, India”, International Journal of Library
Science, Vol. 1 No. 5, pp. 75-83.
Tomaszewski, R. (2011), “SMS Text Messaging and Science Students: new Opportunities for
Librarians Outreach”, Science &Technology Libraries, Vol. 30 No. 3, pp. 277-291.
Eze, E. M. (2016). Channels Students Prefer in Submitting Reference Inquiries: A Survey of
Undergraduate Students in University of Nigeria, Nsukka.
http://digitalcommons.unl.edu/libphilprac Part of the Library and Information Science
Commons.

58
 APPENDIX A

Department of Library and Information Sciences,

Faculty of Education,
Bayero University, Kano.

QUESTIONNAIRE FOR LIBRARY USERS.

Dear Sir/Madam,
I am a student from the above named institution presently carrying out a research on the Topic
“Provision and Utilization of Reference Services in Federal College of Education, Kano
Library”. I am from the department of Library and information science, Faculty of Education,
Bayero University, Kano.
I hereby solicit your cooperation by responding to this questionnaire as honest as possible; your
response will be utilized for the said study and treated with utmost confidentiality.

Hannat Bashir

EDU/14/LIS/00745

59
 APPENDIX B

Library users Questionnaire

Section A: Personal Information of the Respondents

1- Gender:
a) Male ( )
b) Female ( )
2. Age
a) 15 – 20 years ( )
b) 20 – 25 years ( )
c) 25 – 30 years ( )
d) 35- 40 years ( )
e) 40 years and above ( )
3. Level
a) NCE 1 ( )
b) NCE 2 ( )
c) NCE 3 ( )
d) PRE- NCE ( )
Section B: Provision of Reference Services
1. Which of the Reference Services do you receive from the reference librarian in F.C.E
library Kano?
a) Library Instruction ( )
b) Information Services ( )
c) Selective Dissemination of Information ( )
d) Current Awareness Services ( )
e) Assist in the Use of Resources ( )
f) Bibliographic Services ( )
2. Indicate types of Reference Services given to you.
a) Face to face reference services ( )
b) SMS and Phone call Reference Services ( )
c) IM and Chat Reference Services ( )
d) Email and Web 2.0 Reference Services ( )
3. Please indicate forms of resources provided to you as a user of the library.
a) Print Resources ( )
b) Non-Print Resources ( )
c) Electronic Resources ( )
4. Please Indicate the Types of Reference Resources you normally consult.
a) Dictionaries ( )

60
b) Encyclopedias ( )
c) Handbook ( )
d) Almanac| Yearbook ( )
e) Directories ( )
f) Maps| Atlases ( )
Section C: Utilization of Reference Resources and Service
1. To what Extent do you utilize the Reference resources and Services?
a) Regular ( )
b) when the need arises ( )
c) Occasional ( )
2. Are you satisfied with Reference Resources and Services?
a) Highly Satisfied ( )
b) Moderately Satisfied ( )
c) Fairly satisfied ( )
d) Not satisfied ( )
Section D: Problem Affecting Utilization of Reference resources and Services
1. Indicate the Problem Affecting Utilization of Reference resources and Services?
a) Lack of adequate reference resources ( )
b) Lack of skills to use the reference resources ( )
c) Mutilation of reference resources ( )
d) Lack of knowledge of existing reference resources ( )
e) Inadequate staff asst. ( )
f) Poor effective internet services ( )
g) Poor reference services ( )
h) Lack of knowledge of existing reference services ( )
2. Strategies that could ameliorate or overcome these Problems
a) Better funding ( )
b) Provision of modern infrastructure ( )
c) Provision of effective reference services ( )
d) Employment of qualified staff/training ( )
e) Provision of adequate reference resources ( )

61
 APPENDIX C

Department of Library and Information Sciences,

Faculty of Education,
Bayero University, Kano.

INTERVIEW GUIDE FOR THE REFERENCE LIBRARIAN, F.C.E KANO.

Dear Sir/Madam,

I am a student from the above named institution presently carrying out a research on the Topic

“Provision and Utilization of Reference Services in Federal College of Education, Kano

Library”.I hereby solicit your cooperation by responding to this questionnaire as honest as

possible; your response will be utilized for the said study and treated with utmost confidentiality.

Hannat Bashir

EDU/14/LIS/00745

62
 APPENDIX D

PROPOSED INTERVIEW

SECTION ‘A’ REFERENCE LIBRARIAN

Instruction: Please tick the correct answer as appropriate

1. Gender: (a)Male ( ) (b) Female ( )

2. Higher educational qualification; (a)Diploma ( ) (b) N.C.E ( ) (c) M.Ed ( ) (d) M.Sc (e) BLS

( ) (f) MLS ( ) (g) Ph.D ( )

(h) Others specify _______________________________________________

3. Working experience of staff

(a) One year ( ) (b)Two years ( ) (c) Three years ( ) (d) Four years & above ( )

SECTION ‘B’ PROVISION OF REFERENCE SERVICES IN FEDERAL COLLEGE OF

EDUCATION, KANO LIBRARY;

1. What are the strategies for provision of reference services in federal college of Education,

Kano library?

___________________________________________________________________________

_________________________________________________________________________

__________________________________________________________________________

2. What are the types of reference information resources utilize in the academic library?

___________________________________________________________________________

_________________________________________________________________________

63
 __________________________________________________________________________

__________________________________________________________________________

3. How frequent reference information resources are utilized in the academic library under

study?

___________________________________________________________________________

_________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

4. What are the factors affecting provision and utilization of reference services in the library?

___________________________________________________________________________

_________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

5. What are the measures to overcome the problems?

___________________________________________________________________________

_________________________________________________________________________

__________________________________________________________________________

__________________________________________________________________________

64