Vol.6(5), pp.

75-87, November, 2014

DOI: 10.5897/IJLIS2014.0434
International Journal of Library and Information
Article Number: 76D8F4849039 Science
ISSN 2141–2537
Copyright © 2014
Author(s) retain the copyright of this article
http://www.academicjournals.org/IJLIS

Full Length Research Paper

The role of communication in effective service delivery

in libraries and information centres: A case study of
Ekiti State University Library
Peter Olufemi Owoeye* and Florence Tope Dahunsi
University Library, Ekiti State University, P.M.B 5363, Ado-Ekiti, Ekiti - State, Nigeria.
Received 15 January, 2014; Accepted 07 August, 2014

This paper examines the role of communication in effective service delivery in libraries and information
centres. Ekiti State University Library was selected for the study and survey research design was
adopted. 70 staff were given copies of questionnaires and 64 copies were returned, with about 91.4%
response rate. Frequency distribution, percentages, tables, mean and standard deviation were used to
analyze the results. The findings show that information flows from the university librarian down the
hierarchy and that ideas of senior staff are taken into consideration in taking decisions, written form of
communication is majorly being used for official matters. It was also found that communication is a
veritable tool in service delivery in the library and that poor educational background among others is a
barrier to effective communication; and proper communication promotes job effectiveness and services
delivering in the library.

Key words: Communication, service delivery, information, library, information centre.

INTRODUCTION

The role of effective communication in any organisation
cannot be over emphasised most especially in libraries
and information centres. Libraries are established to
achieve set goals and objectives. It is obviously clear that
realizing the objectives effectively predicates on effective
and adequate communication of policies and procedures
that will sustain the organisational efforts towards their
goals. Communication as part of the managerial task is
that which involves the symbolic manipulation of ideals in
order to bridge the understanding between one person
and other(s). This is done with the intention of reducing
uncertainty about some referent, solve a particular
problem, confirm or obtain support for a position, control
situation in library and information centres or to respond
to someone else’s communication. Communication as a
tool towards achieving individual and organisational goals
and objectives facilitates the sharing of information,
experience and knowledge, transmission of ideas,
decisions, information, coordination and interpretations of
activities. It helps to provide all categories of employees
with unity of direction, a sense of shared expectations,
feelings and attitudes that are essential ingredients for
sustaining group effort and attainment of organisational
goals and objectives (Itodo, 2007).

*Corresponding author. E-mail: owoeye425@gmail.com, owoeye425@hotmail.com.

Authors agree that this article remain permanently open access under the terms of the Creative Commons
Attribution License 4.0 International License
76 Int. J. Lib. Inf. Sci.
Communication plays an important role in carrying out
various activities that are geared towards meeting the
information needs of the users such as acquisition,
cataloguing, classification and dissemination of
information to various library users. For instance, to
acquire information materials in university library, be it
print or e-resources, the acquisition librarian needs to
communicate with different faculties and departments to
know the materials that would best meet information
needs of both the students and the faculty members. Any
librarian who thinks he can go ahead and acquire
information materials without proper communication with
the clientele would be far from being termed 21st century
librarian. Apart from communicating with users, he still
has to communicate with the relevant authority to
ascertain the percentage of the resources to be
channelled to print and what goes to e-resources.
The goal of the library is to make information accessible
to the users. The process is not complete without the
cataloguing and classification of these information
materials. To do these effectively, there must be an
effective communication among the professionals and
para-professionals involved in the process. Effective
communication according to Afinotan (2009) must be
understood as; the meeting of the minds between the
sender and the receiver, on the particular information
being transmitted. When there is an effective commu-
nication in the cataloguing and classification process, the
goal of classifying books according to subject and
according to the form in which the subject is presented
would be achieved; books and other information
resources would be classified where they will be most
useful.
Statement of the problem
Communication, which is a basic skill required in
rendering information services in library and information
centres, has not been accorded a necessary priority.
Most importantly, librarians and other information
professionals have not seen it as a veritable tool in
rendering effective services. It is unfortunate that some of
the information professionals and other support staff in
the library cannot communicate well with users due to
their poor master of the English language which is an
official language of communication or due to wrong
perception that they are not under any obligation to
effectively communicate with users. It is sad enough that
users who are the central focus of information services
sometimes fail to communicate effectively with reference
librarians and other library staff due to poor commu-
nication skills and anticipated negative responses from
the library workers thereby making their information
needs not to be met. Poor communication system among
workers is slowing down the pace of work and increasing
organizational conflict.
Objectives of the study
This study aims at achieving the following objectives:
i. To find out the pattern of organizational communication
in Ekiti State University library;
ii. To determine the method of communication in the
library;
iii. To evaluate the impact of communication on service
delivery in Ekiti State University;
iv. To ascertain the barriers to effective communication in
Ekiti State University libraries;
v. To find out the perception of staff about communication
Ekiti State University library.
Research questions
1. What is the flow of organizational communication in
Ekiti State University Library.?
2. What method of communication is predominately being
used in library administration?
3. What are the impacts of communication in effective
information service delivery?
4. What are the barriers to communication in library and
information centres?
5. What are the perceptions of staff about communication
in Ekiti State University Library?
LITERATURE REVIEW
Various attempts have been made by different communi-
cation experts to define the term communication.
According to Ifeagwazi (2007) citing Pearson et al. (2003)
communication comes from the Latin word communicare,
which means “to make common” or “to share” and is
defined as the process by which meaning is exchanged
between individuals through common system of symbols,
signs, or behaviour. Communication is the process of
information exchange between two or more individuals or
organizations (Adewonyi, 1991). It is the process through
which information, knowledge, idea, message are
conveyed or transmitted from one source to another. It
can also be seen as the exchange of meaning between
individuals through a common system of symbol.
Sherlekar (2001) sees communication as the ongoing
process by which people attempt to share meaning via
transmission of messages. It provides a common thread
for all management processes of planning, organizing,
leading, controlling and proper coordination. Cole (2002)
views communication as the process of creating,
transmitting and interpreting ideas, facts, opinion and
feelings. It is a process that is sharing one, that is a
mutual interchange between the two or more persons. To
carry out organizational functions, the source which is the
originator of the function to be carried out has to

communicate with the receiver via a channel which could
be written, in form of circular, or oral, that is, mere verbal
communication and the actions could only be taken
provided the fidelity of that communication is achieved
(i.e. the receiver is able to understand the information
being communicated). Joyce et al. (2009) quoting Subba
(2007) emphasized the following as the importance of
communication in any organization library and information
centres inclusive:
i. all the functions of management such as planning,
organizing, leading and controlling involve the act of
communication without which they cannot be performed
at all;
ii. managers devote a major portion of their time to the
activity of communication;
iii. interpersonal relations and group relations are
maintained and developed only through the system of
communication;
iv. to keep employees informed of company’s progress;
v. to make each employees interested in his respective
job and in the work of the company as a whole;
vi. to reduce or prevent labour turnover and
vii. to instil each employee with personal pride of being
member of the company.
Communication is needed in many organizational
functions, both internal and external. The form the
communication takes may be oral but, more often, it is
written. In small businesses communication is usually
oral, often face to face. As organizations grow in
complexity and number of members, however, more
messages must be written. They would be forced to use
more impersonal means of exchanging information, such
as memos, reports and bulletins and newsletters. Written
records are kept for reference and legal purposes.
Oral Communication: This is the best way to transmit
information meaningfully. This communication form has
many advantages. For one thing, it minimizes misunder-
standings because the communicators can immediately
ask questions to clarify uncertainties. Oral communication
is an efficient way to develop consensus when many
people must be consulted. Face-to-face communication
is enjoyed because it is easy and natural and it promotes
friendships. The main disadvantages of oral commu-
nication are that it produces no written record, sometimes
wastes time, and may be inconvenient. When people
meet face- to-face or speak on the telephone, someone’s
work has to be interpreted (Itodo, 2007).
Written Communication: Written communication is
impersonal in the sense that the two people communi-
cating cannot see or hear each other and cannot provide
immediate feedback. The forms of written communication
are discussed below;
Memorandum: A memorandum is a short statement,
Owoeye and Dahunsi 77
report or note used daily in libraries and information
centres within and outside the departments. It could be
formal or informal, but its main characteristic is that it is
relatively fast and easy way to communicate. One
shortcoming however is that, on account of its shortness,
it does not give a full exposition of the matter under
consideration (Eboh, 1986). This is usually sent by the
superior officers in the library to the subordinate officer
and can also originate from the subordinate officer; it can
be on the new information materials to acquire, to report
a given situation that needs urgent attention.
Reports: Reports are official written accounts of any
matter which are usually written after analysis or investi-
gations have been concluded on the subject matter.
Unlike memoranda, reports are usually very long and
detailed. They are meant to provide the reader with a
complete analysis of the matter under review. Reports
could be written on daily basis, weekly, monthly or annual
basis depending on the requirement of the department
concerned and the issue at stake.
Circulars: These are short written messages intended
for wide circulation. They are regularly used within the
library and information centres as a means of communi-
cation. Circulars always show from who they emanate
and to whom they are addressed (Afinotan, 2009).
Bulletin Board: These are boards upon which notices
are pasted informing people on various matters. They are
always conspicuously displayed. It is meant for users to
read and be informed about the activities of the library.
Shelves label: Various shelves are labelled to enable the
users to know the specific materials that are located on
the shelf so as to guide them in the choice of the
information materials that would meet their needs.
Organisations rely on written communication for any
reasons. It provides a permanent record, a necessity in
these times of increasing litigation and extensive
government regulation. Written out an idea instead of
delivering it orally enables you to develop an organised,
well-considered message. Written documents are also
convenient. They can be composed and read when the
schedules of both communicators permit, and they can
be reviewed if necessary. Written communication has
drawbacks, of course. They require careful preparation to
be meaningful to the receiver. Words spoken in conver-
sation may soon be forgotten, but words committed to
hard or soft copy become a public record-sometimes an
embarrassing one. Another drawback of written message
is that they are more difficult to prepare. They demand
good writing ability, and that ability is not inborn. The
good news is that writing can be learned (Guffey et al.,
1999).
Non-verbal communication: This is the type of message
that is conveyed using body language which includes,
78 Int. J. Lib. Inf. Sci.
gesture, nodding, blinking of the eyes, touching, pinching,
etc. This method is more economical because it does not
involve cost and it is the easiest and fastest medium of
communication. However, the method is more susceptible
to misinterpretation, not universally approved because of
the variation in the body language and it cannot be stored
and preserved for future usage when the need arises.
Electronic communication: This type of communication
involves the use of electronic medium to transmit
messages to a given destination. The electronic means of
communication includes; telephone, public address
system, television, xerographic machines, intercom, E-
mail, telex, etc. It is the fastest method of transmitting
information and it creates room for storage and retrieval
when the need arises. The method is very expensive to
maintain and power failure does interrupt the transmission
process. Electronic means of communication is so much
useful in the library most especially the internet. Through
internet, it is easy for library and information centre to
make an online ordering of information materials to check
their orders on-line; it is even possible to monitor the
order using e-mail, telephone to know the present
situation of materials being ordered. Through ICT, it is
easy for users to communicate the in library and for the
library to render a personalised service to the library
clientele. It can be used for Selective Dissemination of
Information (SDI). Through goggle form, it is easy for
librarians to render current awareness services to the
users (Afinotan, 2009).
Communication in library and information centers takes
these dimensions: staff to staff communication, staff to
users communication and sometimes users to users
communication. The flow of communication in any
organization library and information centres inclusive,
according to Eboh (1986) as quoted by Afinotan (2009),
can be upward, downward, or cross-wise. It could be uni-
directional (one-way) or bi- directional (two-way). Bi-
directional or two-way communication is superior to uni-
directional or one way communication. This is basically
because in two- way communication, the receiver has an
opportunity to seek clarification for what is not understood
or to improve his understanding of the message. One
way communication does not give room for proper flow of
communication between the source can be staff or user
and the receiver (Afinotan, 2009).
Upward communication emanates from subordinates
and then moves upward through the hierarchy of the
organization. The advantage of this is that it allows top
management to know what is happening at the lower
levels of management. Downward communication flows
from superiors to subordinates. The problem with this
management style is that it is authoritarian and sub-
ordinates may view it as management style which tends
to treat subordinates as robots which must always do his
bidden without expressing any opinion or contrary view
which in most cases may not be in the interest of the
organization because of the dictatorial tendencies. Cross-
wise communication is a communication pattern that
flows horizontally between people on the same level or
diagonally between people at different levels in different
sections of an organization. Crosswise communication
speeds-up the flow of information and improves under-
standing because it cuts across the chain of command to
by-pass the slow process of information from one
department to another (Afinotan, 2009).
A library with big building, stocked with print and
electronic resources would be far from being a library if
the information resources are not being put to use. To
effectively disseminate and utilize these resources,
libraries must provide reference services to the clientele
who may not even know what they need, the type of
information materials that can meet their information
needs and exactly where the materials can be located on
the shelves. To disseminate these information materials
and answer users’ queries, the reference librarian must
be an effective communicator with the capacity to link
library users with the resources of their choices. Yusuf
(2011) opined that reference librarians are the image
makers for the library and the link between the library,
library resources, and library patrons. They are the
professionals to ask when a patron does not know who to
ask, or when he needs a specific information and does
not know how to locate it. The reference librarian inter-
prets information sources to library users and tells them
about how to explore them.
Katz (2002) highlighted the following as some of the
duties of a reference librarian:
1. To promote an end product: the information sought by
the user.
2. Teaching people how to find information.
Such instructions can range from the individual explana-
tion of information sources or creation of guides and
appropriate media to formal assistance.
One of the major ways through which these duties or
functions can be performed effectively is through inter-
personal communication between the reference librarian
and the library user. Reference librarians engage in
person-to-person services. They interact with library
patrons and interview them to be able to articulate their
information needs clearly. They must possess conver-
sational skills, which according to Katz (2002) is the
ability to talk to all types of people, to find out what they
need. The ability to communicate effectively on an
interpersonal level will go a long way in ensuring that they
meet the demands of the clientele and also gain their
confidence.
Rothwell (2004) noted that communication skills are
critical to learning a job, receiving a promotion and
performing effectively in the workplace. Skill in inter-
personal communication is one of the factors that distin-
guish a reference librarian. Interpersonal communication

in reference services facilitates understanding of users’
queries and enhances articulation of answers to users’
inquiries. There is usually interplay of interpersonal, inter-
cultural, and interdisciplinary communications that take
place during reference services. People from various
cultural and professional backgrounds visit the library for
various reasons: to consult materials, gather information
on various research topics, to find out what the collections
of the library are, etc. The likely person they will be
directed to is the reference librarian who must be very
skilful in communication in order to understand their
information needs and be able to meet them. Katz
observed that half of the battle in reference and
information work is to discover exactly what a reader
wants. The implication of this is that reference librarians
must demonstrate a high level of dexterity in interpersonal
communication.
Barriers to organisational communication
Guffey (1999) sees the following as barriers to organi-
sational communication:
1. Closed Communication Climate
2. Top-Heavy Organizational Structure
3. Lack of Trust
4. Rivalry and
5. Power and Status
Chinenye (2005) citing Koontz and O’Donnell (1976)
identified the following as barriers to effective communi-
cation which are: badly expressed messages, faulty
translations of messages, and loss by transmission,
inattention, unclarified assumptions and distrust of the
communicator. In addition to the above, they opined that
when the sender sends the message to the receivers,
there are some factors that can render the communication
ineffective among these factors are:
Personal barriers: These could be as a result of mistrust
of sender by receiver, lack of mutually share code bet-
ween the sender and receiver, difference in educational
background, world view and cultural background,
differences in age and social status, differences in
cognitive and reasoning ability.
Physical barriers: These are common interferences that
occur in the environment in which the communication is
taking place. A typical example of this is a sudden
distracting noise that temporarily drowns out a voice
message, for example, traffic, static on telephone, loud
music, machinery etc.
Semantic barrier: These are limitations in the symbols
with which we communicate.
Symbols usually have a variety of meanings and we
have to choose one meaning from among many.
Owoeye and Dahunsi 79
Table 1. Gender distribution of the
respondents.
Sex Frequency %
MALE 30 46.9
FEMALE 34 53.1
TOTAL 64 100
Sometimes we choose the wrong meaning and mis-
understanding occurs.
Kemoni (2004) observed that some of the factors that
serve as barriers to effective communication have to do
with the sender of messages, others with the receiver or
both the sender and receiver. Other barriers as identified
by researcher are Inferiority complex, Stereotype,
Etiquette, decorum and low level of education (Yusuf,
2011; Nwalo, 2003).
METHODOLOGY
This study adopted a descriptive survey research design to describe
the Role of Communication in Effective Service Delivery in Libraries
and Information Centres a Case Study of Ekiti State University
Library. The study population was eighty one (81) staff in Ekiti State
University Library; of which forty four (44) are Junior Staff and 37
are Senior Staff. The sampled population was Seventy staff (70),
that is, 86.4% of the staff in the University Library. This was done to
improve the quality of the findings of this paper. Questionnaire was
the only instrument used for this study. 70 questionnaires were
given to the staff using simple random sampling technique out of
which 64 copies were returned with valid responses of 91.4%. The
instrument was tagged Communication and service Delivery Scale
and was divided into six sections. Section A acquired the respon-
dents’ bio-data information such as gender, designation,
educational qualification, working experience, section where they
work. Section B deals with pattern of communication, Section C is
on method of communication, Section D examines impact of
communication on service delivery, Section E deals with barriers to
effective communication in EKSU library and Section F contains
items on the perception of staff on communication. The instrument
was administered to the respondents in the University Library with
the support of two research assistants and the administration was
completed in ten 10 days. Data were analyzed using simple
percentage, mean and standard deviation
Data presentation and analysis
A total of 70 questionnaires were administered in the library and 64
were returned with valid responses. This represents 91.4%
response rate. The data gathered is here analyzed using des-
criptive statistical procedures such as frequency distribution,
percentages, tables, mean and standard deviation.
Demographic variables of the respondents
Table 1 shows the gender distribution of the respondents (Figure
1). Majority of the 34 respondents (53.1%) were females while 30 of
the respondents (46.9%) were males.
80 Int. J. Lib. Inf. Sci.
Figure 1. Gender distribution of the respondents.
Table 2. Distribution of the respondents by designation.
Designation
LIBRARIANS
LIBRARY OFFICERS
SYSTEM ANALYST
LIBRARY ASSISTANTS/ ATTENDANTS
BINDERS
PORTERS
TOTAL
Table 2 shows that 8 respondents (12.5%) were librarians, 4
respondents (6.3%) were library officers, 1 respondent (1.6%) was
system analyst, 41 respondents (64%) were library assistants/
attendants, 2 respondents (3.1%) were binders, and 8 respondents
(12.5%) were porters (Figure 2).
Table 3 showing the qualification of the respondents revealed
that 8 respondents (12.5%) had MLS/MLIS, 10 respondents
(15.6%) had OND/NCE, 22 respondents (34.4%) had B.Sc.
/B.A/B.ED/BLIS while 24 respondents (37.5%) had SSCE Figure 3).
Table 4 showing the working experience of the respondents
shows that 12 respondents (18.8%) had 0-5 years working
experience, 22 respondents (34.4%) had 6-10 years and 11-15
years working experience respectively, 6 respondents (9.4%) had
16-20 years working experience while 2 respondents (3%) had 21-
25 years working experience (Figure 4).
RESEARCH QUESTIONS 1: What is the flow of organizational
communication in Ekiti State University Library?
Majority of the respondents in (Table 5) agreed that information
flows from the university librarian down the hierarchy and that ideas
of senior staff are taken into consideration in taken decision in the
library (54 respondents with 84.4% and 1.84 mean respectively). 38
Frequency %
8 12.5
4 6.3
1 1.6
41 64
2 3.1
8 12.5
64 100
respondents (59.4%) disagreed that information flows from the
lower level staff to the management of the Library. This shows that
communication flows from the top in Ekiti State University Library
though the junior staff can freely communicate with their boss on
matters concerning their job and users can easily express their
information needs to the staff and management consult the senior
staff before taking some decision but the form of communication is
top down the hierarchy.
RESEARCH QUESTIONS 2: What method of communication is
predominately being used in library administration?
The method of communication used in Ekiti State University Library
revealed in Table 6 shows that 58 respondents (90.6% and 1.91
means score) which is the majority agreed that memorandum,
circulars, and shelves label were predominately used to
communicate in the library followed by bulletin board and oral
communication (54 respondents-84.4% with 1.84 mean score)
followed by reports (48 respondents -75%, with 1.75 mean score),
e-mail and non-verbal communication (22 respondents- 34.4% and
1.34 mean score), telephone (20 respondents- 31.3% and 1.31
mean score), social network (16 respondents- 25% and 1.25 mean
score) and Intercom which has the least (8 respondents-12.5% and
 Owoeye and Dahunsi 81

Figure 2. Distribution of the respondents by designation.

Table 3. Distribution of the respondents by qualification.

Qualification Frequency %
Ph. D Nil Nil
MLS/MLIS 8 12.5
OND/NCE 10 15.6
B Sc /B.A/B.ED/BLIS 22 34.4
SSCE 24 37.5
TOTAL 64 100

Figure 3. Distribution of the respondents by qualification

82 Int. J. Lib. Inf. Sci.

Table 4. Distribution of respondents by years of experience.

Working experience Frequency %

0-5 12 18.8
6-10 22 34.4
11-15 22 34.4
16-20 6 9.4
21-25 2 3
TOTAL 64 100

Figure 4. Distribution of respondents by years of experience.

Table 5. Pattern of communication.

S/N QUESTIONS Agree Disagree Standard

Mean
N % N % Deviation
Information flows from the University Librarian down the hierarchy in your
1 54 84.4 10 15.6 1.84 0.36
library?
Information flows from the lower level staff to the management of the
2 26 40.6 38 59.4 1.4 0.49
Library?
Ideas of senior staff are taken into consideration in taken decision in the
3 54 84.4 10 15.6 1.84 0.36
Library?
4 The Library management often listen to the junior staff in decision making? 24 37.5 40 62.5 1.38 0.48
5 The management of the Library does not consult anybody? 14 21.9 50 78.1 1.2 0.41
6 I can communicate freely with my boss in matters concerning my job? 50 78.1 14 21.9 1.78 0.41
7 Users can freely express their information needs to me? 46 71.9 18 28.1 1.7 0.45

1.13 mean score).
RESEARCH QUESTIONS 3: What are the impacts
communication in effective information service delivery?
Table 7 showing the impact of communication on service delivery
revealed that 64 respondents (100%) with 2 mean score agreed
that effective communication promotes better understanding of task
to be accomplished, followed by 62 respondents (96.9% with 1.97
of mean score) who agreed that effective communication enables
subordinates to become involved in the work, reduces frustration
among employees, encourages greater productivity and reduces
conflict among staff in the library respectively. 60 respondents
 Owoeye and Dahunsi 83

Table 6. Form of communication.

S/N QUESTIONS Agree Disagree Standard

Mean
N % N % Deviation
1 Oral communication is daily being used in your library? 54 84.4 10 15.6 1.84 0.36
2 Memorandum is used to pass information in your library? 58 90.6 6 9.4 1.91 0.29
Reports which are usually written after analysis or investigations have been
3 48 75 16 25 1.75 0.43
concluded on the subject matter is sometimes used in your library?
Circulars are often used to send short messages for wide circulation in your
4 58 90.6 6 9.4 1.91 0.29
library?
Bulletin board which is meant for users to read and be informed about the
5 54 84.4 10 15.6 1.84 0.36
activities of the library is often being used to pass information?
6 Shelves are label to enhance easy access to information materials? 58 90.6 6 9.4 1.91 0.29
7 Telephone is used to communicate in your library? 20 31.3 44 68.7 1.31 0.46
8 Intercom is being used to pass information in the library? 8 12.5 56 87.5 1.13 0.33
E-mail is often used to communicate among library staff and with the
9 22 34.4 42 65.6 1.34 0.47
external world?
Social network such as facebook, twitter, eskimi and library 2.0 is used to
10 16 25 48 75 1.25 0.43
communicate in your library?
Non-verbal communication methods such as gesture, nodding, blinking of
11 22 34.4 42 65.6 1.34 0.47
the eyes, touching, pinching are often being used in the library?

Table 7. Impact of communication on service delivery

S/N QUESTIONS Agree Disagree Standard

N % N % Mean Deviation
Effective communication enables subordinates to become involved in the
1 62 96.9 2 3.1 1.97 0.17
work?
2 It improves employee commitment to the organisation? 60 93.8 4 6.2 1.94 0.24
3 It reduces frustration among employees? 62 96.9 2 3.1 1.97 0.17
4 It encourages greater productivity? 62 96.9 2 3.1 1.97 0.17
5 It encourages spirit of co-operation? 60 93.8 4 6.2 1.94 0.24
6 Effective communication reduces conflict among staff in the library? 62 96.9 2 3.1 1.97 0.17
7 Users would be free to express their information needs? 60 93.8 4 6.2 1.94 0.24
8 It promotes better understanding of task to be accomplished? 64 100 0 0 2 0

(93.8% and 1.94 mean score) agreed that it improves employee communication as a result of top-heavy, multilevel structure in the
commitment to the organisation, encourages spirit of co-operation library (36 respondents- 56.3% with 1.56 mean) (Table 8).
and better expression of information needs.

RESEARCH QUESTIONS 5: What are the perceptions of staff

RESEARCH QUESTIONS 4: What are the barriers to
communication in library and information centres?
54 respondents (84.4% with 1.84 mean) agreed that poor
educational background is a barrier to effective communication
followed by Poor expression (52 respondents- 81.3% with 1.81
mean), faulty translations of messages and Inferiority complex (50
respondents- 78.1% with 1.78 mean) respectively; senior officers
are afraid to reveal difficulties, losses, or other conditions that make
them look weak and Low level of education ( 48 respondents- 75%
with 1.75 mean respectively), rivalry (44 respondents- 68.8% with
1.69 mean), lack of trust among members of staff (38 respondents-
59.4% with 1.69 mean), long lines of communication as a result of
top-heavy, multilevel structure in the library, and long lines of
about communication in Ekiti State University Library?
Perception of staff about communication shows that 58 respondents
(90.6%, 1.91 mean) agreed that proper communication makes their
work better and faster, 56 respondents (87.5%; 1.88 mean) agreed
that staff are willing to communicate with the users to meet their
information needs, 56 respondents (87.5%; 1.88 mean) agreed that
students can freely communicate with any staff of the library without
any intimidation respectively, 32 respondents (50%; 1.5 mean)
agreed that there is a proper communication system in Ekiti State
University Library. 38 respondents (59.4%; 1.4 mean) disagreed
that Ekiti State University students have poor communication skills,
50 respondents (78.1%; 1.2 mean) disagreed that it is not important
to communicate various policies and programmes of the library with
84 Int. J. Lib. Inf. Sci.

Table 8. Barriers to communication.

S/N QUESTIONS Agree Disagree Standard

N % N % Mean Deviation
There are long lines of communication as a result of top-heavy, multilevel
1 36 56.3 28 43.7 1.56 0.50
structure in the library?
2 There is lack of trust among members of staff? 38 59.4 26 40.6 1.59 0.49
3 There is rivalry among staff in the library? 44 68.8 20 31.2 1.69 0.46
Senior officers are afraid to reveal difficulties, losses, or other conditions that
4 48 75 16 25 1.75 0.43
make them look weak?
5 Poor expression is barrier to effective communication? 52 81.3 12 18.7 1.81 0.39
6 Faulty translations of messages; is a barrier to effective communication? 50 78.1 14 21.9 1.78 0.41
7 Poor educational background is a barrier to effective communication? 54 84.4 10 15.6 1.84 0.36
8 Low level of education? 48 75 16 25 1.75 0.43
Inferiority complex is one of the barriers to effective communication among
9 50 78.1 14 21.9 1.78 0.41
staff?

Table 9. Perception of communication.

S/N QUESTIONS Agree Disagree Standard

N % N % Mean Deviation
1 There is a proper communication system in the library? 32 50 32 50 1.5 0.5
2 Staffs are willing to communicate with the users to meet their information needs? 56 87.5 8 12.5 1.88 0.33
Students can freely communicate with any staff of the library without any
3 56 87.5 8 12.5 1.88 0.33
intimidation?
4 Effective communication is not important in the library? 2 3.1 62 96.9 1.03 0.17
5 I don’t need to communicate with anybody in the course of doing my work? 12 18.8 52 81.2 1.19 0.39
6 Proper communication makes my work better and faster? 58 90.6 6 9.4 1.91 0.29
It is not important to communicate various policies and programmes of the library
7 14 21.9 50 78.1 1.2 0.41
with the staff?
8 Ekiti State University Students have poor communication skills? 26 40.6 38 59.4 1.4 0.49

the staff, 52 respondents (81.2%; 1.19 mean) disagreed that they
do not need to communicate with anybody in the course of doing
their work and 62 respondents (96.9%; 1.03 mean) disagreed that
effective communication is not important in the library. Therefore
one can conclude that the staff of Ekiti State University Library
perceived effective communication among staff and together with
users as an important tool in rendering their information services
(Table 9).
DISCUSSION OF THE FINDINGS
In Ekiti State University Library, information flows from
top to the bottom and also the junior staff often
communicate with their supervisors about their duties.
This agrees with Afinotan (2009) who opined that
communication can be upward, downward, or cross-wise.
In an ideal organisation, the flow of information should
not be uni-directional; though programmes and policies
should as a matter of fact flow from the top management
level down the hierarchy, the other levels should be able
to clarify and make their own contributions toward
effective implementation. In a situation where information
and communication cannot originate from the bottom to
the top level management, such organisation may be
tending towards autocracy and effective communication
may be difficult to achieve and that will have negative
impacts on service delivery.
Written form of communication is often used in
communication although oral communication is used in
some official and unofficial matters; written form of
communication is predominantly used in communicating
official matters in form of memorandum, circular, reports,
notices, queries among others. It becomes imperative to
use written communication because organisations are
legal entities and it is only written documents that are
admissible in law court and also provide framework for
carrying out organisational daily routine. Written form of
communication is of a permanent nature and serves as a
corporate memory; it is difficult to deny it because it is in
black and white.
It was found out that effective communication in library
and information centre enables subordinates to become

involved in the work, reduces frustration among
employees, encourages greater productivity and reduces
conflict among staff in the library, it improves employee
commitment to the organisation, encourages spirit of co-
operation and promotes better understanding of task to
be accomplished. This is corroborated by Ifidon and
Ugwuanyi (2013), Osemeke (2008) and Yusuf (2011).
Poor educational background, poor expression, faulty
translations of messages, inferiority complex and low
level of education are barriers to communication. The
result is supported by Yusuf (2011), Lin(1997) and Nwalo
(2003). Effective communication can only take place
when the message which originates from the sender gets
to the recipient and the message is well understood;
without that there cannot be effective communication.
Barriers to effective communication such as poor
educational background which may hinder a
communicator from reaching the audience due to poor
mastery of language and inability to articulate his/her
points, faulty translation on the part of recipient could
constitute noise which may affect the fidelity of the
communication process.
The staff of Ekiti State University Library who partici-
pated in this study have right perception of the importance
of communication in organisation. The findings show that
proper communication will make their work better and
faster and they were willing to communicate with the
users to meet their information needs, students can freely
communicate with any staff of the library without any
intimidation and that there is a proper communication
system in Ekiti State University Library. Effective
communication is an instrument in rendering information
services. Staff should be encouraged to patiently
communicate with students and other library users and
this will create conducive work environment
Conclusion
Communication is needed in many organizational
functions, both internal and external. The form the
communication takes may be oral but, more often, it is
written. In small businesses, much communication can be
oral, often face to face. As organizations grow in com-
plexity and number of members, more messages must be
written. They would be forced to use more impersonal
means of exchanging information, such as memos,
reports and bulletins and newsletters. In rendering library
services, both the users and the library staff must
communicate effectively to know their information needs
and the materials to meet them. Efforts should be made
to tackle various barriers to effective communication
among library staff and with the users. Librarians and
other library staff should take advantage of web 2.0
technology to improve communication with users in
meeting their information needs and among library staff
for optimum benefits of the organisation.
Owoeye and Dahunsi 85
Conflict of Interests
The authors have not declared any conflict of interests.
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86 Int. J. Lib. Inf. Sci.

QUESTIONNAIRE

THE ROLE OF COMMUNICATION IN EFFECTIVE SERVICE DELIVERY IN LIBRARIES AND INFORMATION

CENTRES.(RCIESD)

Dear Respondent,

I am embarking on a research on the role of communication in effective service delivery in libraries and information
centres. I solicit your assistance in completing the questionnaire and all the information supplied will be treated as
confidential and used only for research purpose.

Yours faithfully,

Owoeye, P. O.

SECTION A (DEMOGRAPHIC VARIABLES)

Tick the Column Where Appropriate

1. Gender: Male ( ) Female ( )

2. Designation………………………………………
3. Educational Qualification: PhD ( ) MLS/ MLIS ( ) M.Sc., M.A, M. Ed ( ) BLIS, B. Sc,
B.ed, B.A ( ) HND ( ) ND ( ) SSCE ( ) Primary school certificate ( )
4. Working experience: 0- 5years ( ) 6- 10 years ( ) 11- 15 years ( ) 16- 20 years ( )
21- 25 years ( ) 26 – 30 years ( ) 31- 35 years ( )
1. Section where you work...................................................................................

SECTION B

Pattern of communication YES NO

1 Information flows from the University Librarian down the hierarchy in the library?
2 Information flows from the lower level staff to the management of the Library?
3 Ideas of Senior staff are taken into consideration in taken decisions in the Library?
The Library management often communicate with junior staff before decision making in matters
4
affecting them?
5 The management of the Library does not consult anybody?
6 I can communicate freely with my boss in matters concerning my job?
7 Users can freely express their information needs to me?
8 Programmes and policies only flow from top to bottom

SECTION C

Method of communication YES NO

1 is oral communication daily being used in your library?
2 is memorandum used to pass information in your library?
are reports which are usually written after analysis or investigations have been concluded on the subject
3
matter sometimes used in your library?
4 are circulars often used to send short messages for wide circulation in your library?
is bulletin board which is meant for users to read and be informed about the activities of the library often
5
being used to pass information?
6 are shelves label to enhance easy access to information materials?
7 is telephone used to communicate in your library?
8 is intercom being used to pass information in the library?
 Owoeye and Dahunsi 87

SECTION C Contd.

9 is e-mail often used to communicate among library staff and with the external world?
10 Is social network such as facebook, twitter, eskimi and library 2.0 used to communicate in your library?
are non-verbal communication methods such as gesture, nodding, blinking of the eyes, touching, pinching
12
often being used in the library?

SECTION D

Impact of communication on service delivery YES NO

1 Does effective communication enable subordinates to become involved in the work
2 Does it improve employees’ commitment to the organisation?
3 Does it reduce frustration among employees?
4 Does it encourage greater productivity?
5 Does it encourage spirit of co-operation?
6 Does effective communication reduce conflict among staff in the library?
7 Are users free to express their information needs?
8 Does it promote better understanding of task to be accomplished?

SECTION E

S/N Barriers to effective communication in eksu library YES NO

1 Is there free flow of information in the library?
2 Are there long lines of communication as a result of top-heavy, multilevel structure in the library?
3 Is there lack of trust among members of staff?
4 Is there rivalry among staff in the library?
5 Are senior officers afraid to reveal difficulties, losses, or other conditions that make them look weak?
6 Is poor expression barrier to effective communication?
7 Faulty translations of messages is it a barrier to effective communication?
8 Is poor educational background a barrier to effective communication?
9 What about low level of education?
10 Is inferiority complex one of the barriers to effective communication among staff?

SECTION F

S/N Perception of communication YES NO

1 Are they proper communication systems in EKSU library?
2 Are staff willing to communicate with users to meet their information needs?
3 Can students freely communicate with any staff of the library without any intimidation?
4 Is effective communication not important in the library?
5 I don’t need to communicate with anybody in the course of doing my work?
6 Is proper communication the key to effective information services?
7 Is it important to communicate various policies and programmes of the library with the staff?
8 Do Ekiti State University students have poor communication skills?