SCHOOL OF LIBRARY, ARCHIVES AND DOCUMENTATION STUDIES

(SLADS)

A RESEARCH PROPOSAL ON:

AN INVESTIGATION ON THE USE OF ICT IN IMPROVING REFERENCE SERVICES

TO PUBLIC LIBRARY IN TANZANIA.

A CASE STUDY AT TANZANIA LIBRARY SERVICES BOARD (TLSB)

BY

ABUUBAKARI SALUMU CHIMBAVALA

On behalf of

MWANAIDI MOHAMED KANIKI

A research synopsis submitted to the School of Library, Archives and Documentation

Studies (SLADS) Seeking Approve to Undertake a Study as a Partial Fulfillment of Ordinary
Diploma in Library, Records and Information studies

JUNE, 2022
 TABLE OF CONTENTS
CHAPTER ONE ........................................................................................................................................... 4
INTRODUCTION AND BACKGROUND OF THE STUDY .................................................................... 4
1.1 Introduction ............................................................................................................................................. 4
1.2Background of the study .......................................................................................................................... 4
1.3 Statement of the problem ........................................................................................................................ 7
1.4 Objectives of the study............................................................................................................................ 8
1.4.1 General objective ................................................................................................................................. 8
1.4.2 Specific objectives ............................................................................................................................... 8
1.5 Research question ................................................................................................................................... 8
1.6 Significance of the study ......................................................................................................................... 9
1.7 Scope of the study ................................................................................................................................... 9
1.8 Limitation of the study ............................................................................................................................ 9
1.9 Definition of key terms ......................................................................................................................... 10
LITERATURE REVIEW ........................................................................................................................... 11
2.1 Introduction ........................................................................................................................................... 11
2.2 ICT resources needed in supporting reference services in the Library ................................................. 11
2.3 The use of ICT in improving reference services in the Library ............................................................ 12
2.4 Challenges of using ICT on improving reference services in the Library ............................................ 14
2.5 Solution of the challenges of using ICT on improving reference services in the Library .................... 16
CHAPTER THREE .................................................................................................................................... 19
RESEARCH METHODOLOGY ................................................................................................................ 19
3.1 Introduction ........................................................................................................................................... 19
3.2 Research Design.................................................................................................................................... 19
3.3 Area of the study ................................................................................................................................... 19
3.4 Population of the study ......................................................................................................................... 19
3.5 Sample size........................................................................................................................................ 19
3.5.1 Sampling techniques .......................................................................................................................... 20
3.5.2 Simple random sampling ................................................................................................................... 20
3.5.3 Purposive sampling ............................................................................................................................ 21
3.6 Data collection methods and research instruments ............................................................................... 21
3.6.1 Primary data ....................................................................................................................................... 21
3.6.2 Secondary data ................................................................................................................................... 21
3.6.3 Questionnaires method....................................................................................................................... 21
3.7 Data analysis and presentation .............................................................................................................. 22
3.8 Data quality control............................................................................................................................... 22
3.9 Research Ethics ..................................................................................................................................... 22
REFERENCES ........................................................................................................................................... 23
APPENDIX I .............................................................................................................................................. 25
RESEARCH WORK PLAN/ SCHEDULE TIME FRAME ....................................................................... 25
APPENDIX II .......................................................................................................................................... 26
BUDGET .................................................................................................................................................... 26
APPENDIX III ........................................................................................................................................... 27
QUESTIONNAIRE FOR LIBRARIAN ..................................................................................................... 27
 CHAPTER ONE
INTRODUCTION AND BACKGROUND OF THE STUDY

1.1 Introduction
This chapter focuses on the historical background of the study, statement of the problem,
objectives and research question.

1.2Background of the study

ICT is an acronym that stands for Information and Communications Technology.

ICT is the integration of information processing, computing and communication technologies.

ICT is changing the way we learn, work and live in society and are often spoken of in a
particular context, such as in education, health care, or libraries. A good way to think about
ICT is to consider all the uses of digital technology that already exist to help individuals,
businesses and organizations use information. ICT covers any product that will store, retrieve,
manipulate, transmit or receive information electronically in a digital form and is concerned
with these products. Importantly, it is also concerned with the way these different uses can
work with each other (Adebayo, O. 2009).
ICT in library operations cannot be over emphasized. Many library routines and operations
that were initially performed manually are now being converted to computerized operations
which means, applications of ICT techniques to providing better and faster services to the end
users. A nation without functional libraries and information centers may lack access to
information that would enable their sustainable development. In this era of globalization, in
which the world is connected, information gains its power through permanent storage and
wide distribution, which could be achieved through ICT (Igwe, K.N. 2011).
According to Olise (2010), state that Adoption of ICT in libraries is a way of improving on
information services provided in libraries. This is an era, when people need to access timely
information with ease, and this can only be done through the application of ICT to library
services.
Chisenga (2004) identified some of the ICT-based services that are provided by libraries as
follows. Provision of web access to OPAC: Libraries are providing access to web-based
Online
Public Access Catalogue (OPAC) interfaces. The OPAC makes it easier for users to access
and use information resources. OPAC is the computer form of library catalogue, to access
materials in the library.
According to Chisenga (2004) state that; Electronic Document Delivery: Libraries implement
ICT-based interlibrary lending system, through the use of electronic networks for documents
delivery. In essence, the Document Delivery Service (DDS) enables a library to use copies of
research papers or other research document, from other libraries. These documents could be
journal articles or other documents in digital format. They are mainly in portable document
format (PDF) and they delivered to library users‟ desktops

Online Instruction or User Education: There is implementation of online based bibliographic

or library user programmers such as online tutorials on searching online resources and virtual
tours of library collections. Libraries can also use internet or CD- Roms to educate users
(Chisenga, 2004).
According to Malik, and Mahmood. (2014). argues that, Networked Information Resources:
Libraries now provide users with access to networked information such as database, electronic
scholarly journals and other publications from various publishers.
All of these services are provided in the library depending on the relevant section within the
library, the ones of the section or department in library is a reference section or services.
According to Adebayo, O. (2009) state that, the term reference service is defined simply as a
personal assistance provided to library users seeking information. Reference services are the
services provided by the reference department in a library that helps the library patron to get
access to the information that they needed. Reference department provide library user with
direction to the library materials, give advice on library collections and services on various
kind of information form variety of sources. Reference department basically helps user to
answer the questions that the user have in mind as well as helping the user to locate the
information that they need in the library

Reference services in library in 1942, The American Library Association (ALA) stated the
functions of reference service: The supervision function, the information function, the
guidance function, the instruction function, the bibliographic function and the appraisal
function (Kay Ann Cassell, 2019).

According to Katz (2003) state that, Supervision function and the information function:
Supervision function, this function consists of proper organization of facilities; Selection of
reference materials; Direction of personnel, and Study of the library clientele. But the
information functions. The reference librarian should be prepared to answer all types of
questions and should be able to produce source that would answer the questions. Attempts
have also been made to classify questions in various ways. Reference librarian should be
prepared to give assistance to the enquirer as much as the requires.

The guidance function and the instruction function: The guidance function reference librarian
should be able to give guidance to the readers in the choice of books and other reading
materials and should guide them in the location of documents. The instruction function
reference Librarian should instruct the readers about how to work in the library, the use of
catalogue and reference works, the location of materials, etc. For this an orientation
programmer should be arranged to familiarize the readers with the library practices and
procedures (Katz, 2003).

The bibliographic function and the appraisal function: The bibliographies in various subjects
of interest to the readers should be prepared by the reference staff, so that the readers are able
to know the books and other reading materials in a particular subject. The appraisal function
the success in reference service largely depends upon two factors: Possession of right material
and knowledge of how to get the most out of it. Reference department are responsible to
monitor and perform this kind of services to the use. It is basically to help the user to fulfill
and satisfy their information needs (Olise, F.P. 2010).

According to Katz (2003) state that, the main functional of reference library in reference
services on using ICT is to teach user on uses of online database and to advice on searching
information, the librarian can teach the library user to use online databases such as magazine
and newspaper articles, and recommend words and search strategies for the topic the user has
in mind. And the issue of advice on searching information, the librarian can recommend
reliable web sites, give advice on searching the Internet for information, and evaluate the
reliability of the information on web sites. As so, users can gain access to information that is
reliable and accurate.

In describing library developments in Africa, we must draw a distinctive line between the
ancient and modern times. The oldest books in the world were said to be found in tightly
sealed jars in the tombs of Egypt. At the time of its conquest by Julius Caesar in 47 BC, the
famous library in Alexandria contained approximately 700,000 scrolls. Accounts of other
great empires such as those of Ghana, Senegal and Mali which flourished as early as the 4
century AD have survived in Arabic texts. In Muslim Africa, mosques played an important
role as centers of learning in as much as they housed extensive collections of secular and
religious books-library activities (Britz, 2012).
In Tanzania many libraries are using ICTs in delivering services including reference services,
Show casing e-resources, updating on current awareness, creation of local content databases
and so forth. This is therefore, evidence that the working environment in libraries have to
some extent changed affecting the role of librarians and also the image and expectations of
librarians in the job market. In a nut shell, Librarians now demanded to possess specific
competencies to be able for example to be called digital librarians or Meta data specialists,
institutional repository managers, e-reference librarians (Muneja, 2013).
1.3 Statement of the problem
The role of ICT in the provision of references services to public library in Tanzania did not
come over night. Libraries existed for many centuries without using ICTs. But as technology
emerged in the world at large, Public library embraced these tools as a means to avoid some
of the menial tasks in managing large collections. Public library can be transformed into a
new information services unit, providing electronic cataloging, electronic online public access
catalogued, electronic acquisition and serials controls, and electronic circulation functions and
reference services.
Some strength say that coming to the library is such a waste of time. Some of them are very
shy and afraid to approach the librarian at the library to ask questions and help. With the
technology available that are growing widely from time to time, we are able to reach the
library virtually without needing us to go to the library physically. Virtual reference services
enable the user to reach the librarian through the internet and ask questions to get the
information that they need. It saves time, cost and help the user especially the students to
complete their assignment on time.

But it must be realized that Public library in Tanzania are yet to adopt modern ICT. Therefore,
researcher decides to set the investigation on the role played of ICT in the improving
references services to Public library in Tanzania.

1.4 Objectives of the study

1.4.1 General objective
The main objective of this study is to investigate the use of ICT in improving reference
services in public library in Tanzania.
1.4.2 Specific objectives
i. To determine ICT resources needed in supporting reference services in the Library
ii. To determine the use of ICT in improving reference services in the Library
iii. To examine challenges of using ICT on improving reference services in the Library
iv. To find out solution of the challenges of using ICT on improving reference services in
the Library
1.5 Research question
i. What is ICT resources needed to support reference services in the Library?
ii. What is the use of ICT on improving reference services in the Library?
iii. What are challenges of using ICT on improving reference services in the Library?
iv. What is the solution of the challenges of using ICT on improving reference services in
the Library?
1.6 Significance of the study
Finding of this study will benefit many stakeholders like government, library policy maker
and public library management. Also improve the quality of library services that can help to
overcome some of them are very shy and afraid to approach the librarian at the library to ask
questions. The finding will be used a baseline data for planning and policy making regarding
to improve reference services in a public library; Eg
 For library management the study will help to identify the important of using ICT in a
library and how ICT it simplify work for reference librarian.
1.7 Scope of the study
The study will be conducted at Tanzania Library Services Board (TLSB) which is located at
Posta, Ilala municipal in Dar es Salaam. It is expected that the finding of this study will shade
some light on issues to investigate the use of ICT in improving reference services in public
library in Tanzania.
1.8 Limitation of the study
There will be a number of hindrances that a research will face in conducting the research. The
basic factors will be

 Inadequate Corporation, some of the respondents will not participate fully in

returning answer to the researcher so the lateness in returning answer will affect
researcher to the whole preparation of complete information. For example, some of the
students always are not willing to spend their time to answer the questionnaire,
sometimes respondent delay in returning the questionnaire. The researcher counters this
limitation by using four data collection approach such as interview, observation,
documentary sources and questionnaire, and provide for estimated response rate.
 Insufficient information or data, from the library or information center will hinder the
researcher in limiting collection of data for the respective study. Also in case of lack of
sufficient data the researcher tried to target respondents of which will give the accurate
data for the research and try to explain to the respondent how to fill the questionnaire
and what data expected to get from them according to the requirement which are in
questionnaire
  Inadequate fund, this is the serious problem since the researcher needs stationary and
other material so as to conduct research. The research will make sure that the given
money from the sponsor will be managed properly to accomplish the proposed study in
the required time
 Time limit, time allocated will not be enough for collecting of data analysis,
interpretation and produce a final report. Government of SLADS should give us more
time and enough in order researcher to conduct data slowly and to prepare report in a
good standard because researcher have not fear of delay to submit work.

1.9 Definition of key terms

Investigation ‘An investigation is a thorough search for facts, especially those that are
hidden or need to be sorted out in a complex situation‟ (Birzer, 2018).

ICT is generic terms that refers to the technologies that are used to collect, store, edit and
communicate information in various format (Raji, 2018).

According to (Kay Ann Cassell, 2019) argue that, Reference service is defined simply
as personal assistance provided to library users seeking information. Reference services are
the services provided by the reference department in a library that helps the library patron to
get access to the information that they needed. Reference department provide library user with
direction to the library materials, give advice on library collections and services on various
kind of information form variety of sources. Reference department basically helps user to
answer the questions that the user have in mind as well as helping the user to locate the
information that they need in the library.

Public Library, this mean library that is established by government for the general public use
and a nonprofit library maintained for public use and usually supported in whole or in part
by local taxation (Dudley, 2018).
 CHAPTER TWO

LITERATURE REVIEW

2.1 Introduction
This chapter will focus to give out the information and to determine the use of ICT in
improving reference services in public library in Tanzania, to determine ICT resources needed
in supporting reference services in the Library, to determine the use of ICT in improving
reference services in the Library, examine challenges of using ICT on improving reference
services in the Library and to find out solution of the challenges of using ICT on improving
reference services in the Library
2.2 ICT resources needed in supporting reference services in the Library
Computers: These are essential management tools which can be used to handle different
operations more efficiently. Computers can be used for various activities such as information
generation, processing, storage, analyzing and information dissemination for sustainable
development. The use of computers in the library is noted with great assets such as speedy
information transmission, cost effectiveness and optimal utilization of available resources.
Other computer accessories include CDs, Flash drive and so on (Wilson, 2018).

The Internet: This ICT resource is a means to speedy flow of information. It is a network of
computers, communicating with others, often via telephone line. The internet provides a
worldwide platform for information sharing among individuals, institutions and 7
organizations. The use of internet enables the provision of current and useful information to
enhance productivity and good governance (Mishra and Mishra, 2014).

According to (Mishra and Mishra, 2014) state that Electronic Mail (E-mail): This is the most

widely used resource of the internet. It is used for sending and receiving of messages

otherwise known as mails. The messages are communicated through electronic device. E-mail

enables faster and cheaper organizational communication. User can send the user can use this

to access services, by sending troublesome messages by asking questions to the librarian or in

need of services .
Online Public Access Catalogue (OPAC): It is the computer form of library catalogue to
access information materials in the library. It is an online database of materials held by a
library or group of libraries. It is a computerized library catalogue made available to the
public. Most OPACs are accessible over the internet to users all over the world (Mishra and
Mishra, 2014).
According to (Barman, 2011) argue that, World Wide Web (WWW): This is also an
internet- based resource. Websites help individuals, organizations or institutions find products
or information and transact business. Relevant information is made available to members of
the public through the websites of many organizations or institutions. Being on the web,
places any organization on the right cause of speedy and sustainable development in line with
emergence of changes in technology.
Printing Technology: A printer is a device that converts computer output into printed images.
There are different kinds of printers used in library. They include Laser printer, Inkjet Dot-
matrix printer and so on (Nwabueze and Ozioko, 2011).
2.3 The use of ICT in improving reference services in the Library
In recent time, there has been an increased usage of ICT in provision of services in the library
including the reference services. The fast growth and advancement of these ICTs has led to
massive and progressive changes in the services offered and delivered to library clients. This
is the reason Egunjobi and Awoyemi (2013) opined that the application of ICTs such as
computers, internet, e-mail as well as other networked technologies, has opened up new and
wider possibilities and opportunities to global library and information services and products
which the traditional library cannot provide.
Before the advent of ICTs, communication in the library it was done through books,
newspapers, microforms, slides, etc. The use of telephones and computers led to the internet.
They also note that the application of telecommunications to an automated library system can
bring more efficiency to library services. Just as the Global System for Mobile
Communication (GSM) has revolutionized the daily lives of individuals, so has it enhanced
library operations, including the reference service? This implies that operations carried out
manually and physically in the reference section of the library can be done electronically
(Nicholas, 2011).
Internet provides up-to-date information on any subject. Likewise, earlier research findings
can be easily accessed through the internet. In the area of agriculture, ICTs are being used to
provide farmers with information as regards their plants and animals, which will eventually
improve their productivity (Wilson, 2018).

According to Nicholas (2011) digital or electronic reference services may be divided into two
main categories – asynchronous or delayed, and synchronous or real-time service.
Asynchronous services include services such as web-based email, web form service, 'ask-a'
service, and online pathfinders. These services share a number of similarities and
disadvantages. Although they are easy to use, convenient and cheaper to implement, they are
often criticized for their lack of interactivity and immediacy. The possibility of librarians
conducting reference is either limited or non-existent. The other category of service,
synchronous, is described as real-time communication between librarian and the patrons over
the internet. The methods used to provide this type of service include chat and instant
messaging (IM), realtime live web chat reference using web-based contact software.

Application of ICTs to reference services is believed to have had tremendous effect on

reference services in public libraries, enumerated the effects as modification of traditional
services, introduction of new services, disintermediation of services and the extension of
services to remote users, outlines the internet, online-search, e-query and online public access
catalogue as ICT facilities that promote effective reference services in public libraries
(Wilson, 2018).

Institutional Repositories: It is an online archive for collection, preservation and dissemination

of digital copies of the intellectual output of academic or research of institution, this could be
journal articles as well as digital versions of theses and dissertations. This service is mostly
provided in academic or research libraries.
On professional duties, computers are used to automate different manual functions.
Acquisition, cataloguing of library materials, circulation, cataloguing of library materials,
circulation and serials management are now automated in libraries, using available software in
the market. ICTs enable libraries to locate store, retrieve and disseminate information. ICT
tools such as CD-ROM, e-mail are used in libraries for dissemination of information. In
addition, digitization of information resources which involves converting print resources to
electronic form is also carried out, using ICT (Tedd, 2003).

2.4 Challenges of using ICT on improving reference services in the Library

There is awareness that a lot of benefits are derived, through the adoption and use of
Information and Communication Technologies (ICTs) in libraries, nevertheless, there are
many challenges to be addressed. These include

Limited Financial Resources: The acquisition and maintenance of the relevant equipment
depends on the availability of fund. Mostly, there is paucity of funds in many libraries in
Nigeria thereby, leading to inability to acquire, the necessary ICTs that would enable them
connect to the internet, make subscription to various online database and obtain software
licenses (Nicholas, 2011).

Shortage of ICT Facilities and ICT Skills: The computers are used to receive and store large
volumes of information. Likewise, the internet accessibility is made possible through the use
of computer; they are used to access Online Public Access Catalogue (OPAC) and also to
perform many other routine activities in the library. Shortage of computers and other facilities
remains a big challenge to many libraries. Many librarians also lack the ICT skills and this
makes it difficult for them to embrace technological innovations. Lack of ICT skills places a
serious restriction on the application of ICT to provision of library services (Nicholas, 2011).

Lack of ICT Policies: There is lack of systematic ICT policy in developing countries and it
impedes the deployment of ICTs, Most African countries do not have workable ICT policies
which are to act as guideline for implementation of development plans and strategies. When
ICT policies are not available or adequately implemented, it can affect the sustainability of a
Library development (Wilson, 2018).

Poor maintenance of ICT Equipment: According to Tedd, (2003) state that, many libraries
do not have space and helpful environments for keeping ICT equipment. In addition, most of
the ICT equipment is not adequately maintained in most libraries as a result of the
maintenance cost which is usually very high. Also, as a result of lack of maintenance culture.
The introduction and use of ICTs in libraries has not made the situation any better. Money is
required to maintain and upgrade the equipment and software, pay software license fees, pay
for access to electronic journals and online databases, pay for internet connections.
Maintenance cultures is absence in our country one thing is to install something and another
thing is to maintain them as most people believe that government property is no body‟s
property (Wilson, 2018).

Computer Virus; According to Raji, S.K. (2018) argue that, computer virus is a malicious
piece of computer code designed to spread from device to device. A subset of malware, these
self-copying threats is usually designed to damage a device or steal data. Even less harmful
computer viruses can significantly disrupt your system‟s performance, sapping computer
memory and causing frequent computer crashes Viruses can be spread several ways, including
via networks, discs, email attachments or external storage devices like USB sticks. Since
connections between devices were once far more limited than today, early computer viruses
were commonly spread through infected floppy disks. Today, links between internet-enabled
devices are for common, providing ample opportunities for viruses to spread infected email
attachments are the most common means of circulating computer viruses. Note that
unprotected computer is like an open door for computer viruses

Copyright management: Digitization and provision of access to digital collections accessed

via electronic networks, especially the Internet, are presenting bigger challenges to librarians.
Unlike print-based documents, digital-based information resources can be accessed from
anywhere via electronic networks, copied several times, manipulated (i.e. edited, modified,
repackaged, etc.) or deleted. The ease at which digital information resources can be copied
and manipulated may result in governments, under pressure from information producers, to
put in place rigid copyright laws in which the rights of the right-holder are increased at the
expense of users and this may affect the provision of access to digital information sources in
libraries (Tedd, 2003).

Internet problem, internet is an international network. It is not a single network but a

collection of computers worldwide through a system of interconnection. The network consists
of computers of varied size, make and number. Computers in countries and regions of the
world are linked through telecommunications system. It revolves around connectivity,
interactivity or communication compatibility among the subsystems of the network system.
This high level of connectivity fosters unparalleled degree of communication, collaboration,
resources sharing and information access (Tedd, 2003).

Erratic Power Supply: In developing countries, large areas are still without a reliable supply
of electricity, so when library it does not has electricity power, it leading failure to provide
services and customer service because this system relies more on the presence of electrical
power, in the event that electricity is not available or not available, then also until services are
lacking (Wilson, 2018).

2.5 Solution of the challenges of using ICT on improving reference services in the
Library
Availability of electronic power supply; the one of the highest challenges in library when
library used ICT on provision of services to library users because ICT based or depends on
electronic power, without electronic power it leads to failure provision of service by using
ICT facilities. In library management should make sure that in library environment issue of
electricity power is available in all time when services are offered to the library users. And
library must use automatic generator tools as a backup or replacement of electronic power
sources in order to make sure electronic power is available in all time (Wilson, 2018).

Availability of Internet; The Internet is a tool that connects millions of computers together,
allowing them to communicate with each other. Information is not "stored" on the Internet.
Rather, information is stored on host computers; the Internet is simply a tool that allows you
to access the information stored on someone else‟s computer. The Internet carries an extensive
range of information resources and services, such as the inter-linked hypertext documents and
applications of the World Wide Web (WWW), the infrastructure to support email, and peer-
to-peer networks for file sharing and telephony.

The Internet is the gateway for libraries and information centers to enter the electronic
information era and is providing It provides access to the most diversified source of
information hosted by individuals and various organizations worldwide on a vast network of
servers. information generated by different organizations, institutes research centers and
individuals all over the world. Some resources available on the Internet include
electronic books, electronic journals and dictionaries.

Installation of strong antivirus; According to Raji, S.K. (2018) argue that, antiviruses have
made great progress in being able to identify and prevent the spread of computer viruses.
When a device does become infected, though, installing an antivirus solution is still your best
bet for removing it. Once installed, most software will conduct a “scan” for the malicious
program. Once located, the antivirus will present options for its removal. If this is not
something that can be done automatically, some security vendors offer a technician‟s
assistance in removing the virus free of charge

Antivirus Software is a data security utility which is installed in a computer system with a
purpose of protection from viruses, spyware, malware, rootkits, Trojans, phishing attacks,
spam attack, and other online cyber threats. A system without an antivirus is just like a house
with an open door. An open and unprotected door will attract all the intruders and burglars
into your home. Similarly, an unprotected computer will end up inviting all the viruses to the
system. An antivirus will act as a closed door with a security guard for your computer fending
off all the malicious intruding viruses (Raji, S.K. 2018).

Availability of ICT equipment maintenance; Computers can be temperamental, and we all

know that small issues can become huge problems before we know it. But, having regular
maintenance check done on your computer can eradicate small issues before they become big
problems. Small issues can crop up at any time, even when your computer is new, nipping
them in the bud during a regular maintenance session can save you a lot of headaches when
the computer starts to age (Ukachi, N. 2008).

Through maintenance it helps to prevent data loss, although data loss is uncommon, if it does
happened, it can cause confusion on your life. When your computer starts running slowly or
begins having occasional interruptions, it can require a system reboot that can ultimately
result in lost data. However, keeping your computer maintained will reduce the possibility of
these instances and keep your data safe and secure for when you need to access it.
Availability of ICT resources; Availability of ICT resources is one of the main factors for
ICT integration in library services. Examples of this ICT resources are desktops, projectors
and photocopiers. If these resources are not available in library, it can prevent effective use of
ICT in library environment such as reference section. Availability of ICT revealed that even
though favorable conditions were set, ICT integration was limited to a few specific resources
like computer, scanner, network and projector (Ukachi, N. 2008).
ICT skills, in a library on of the problem which facing library management when library need
to use ICT on provision of services to the clients, most of librarian are not qualified on issue
of using ICT facility to operate the services. So library management should ensure that,
numbers of librarian which have knowledge and skills of using ICT facilities to perform all
library activities is increased. And to make sure that library it must have professional IT
personnel who provide assistance to the librarian in all matter of ICT issue in library
(Nicholas, 2011).
Availability of enough budgets; A budget is a guide or directive for fiscal management.
Libraries need funds for services, and these services must be budgeted. For this to happen,
ICT services must be up-to-date in skills, equipment, and technology. Budgeting is most
necessary in an emerging ICT environment. The cost of ICT hardware and software is also
very high (Raji, S.K. 2018).
Spending of the budget should be carefully planned for the whole year and be related to the
policy framework. Annual reports should throw light on how the library budget has been used
and clarify whether the amount of money spent on the library has been enough to cover its
tasks
 CHAPTER THREE
RESEARCH METHODOLOGY
3.1 Introduction
This chapter presents the research design, approach and methods that will be used in the
process of data collection and analysis. Generally, it covers aspect of research design,
selection of the study area, study population, sampling procedure, simple size, data collection
methods, research instrument, data quality control, data presentation and analysis and also
ethical issues.

According to Kothar (2004), Research methodology is a way to systematically solve the

research problem. It is normally understood as a science of studying how research is done, is
the steps adopted in the study along with the logic behind them.

3.2 Research Design

According to Kumar (2002) “a research design is an assemblage of condition for specifying
relationship among variable in a study, operational sing these variable in a study, and
controlling effect of extraneous variables, and plan for selecting the sources and types of
information to be used in answering research question”.

3.3 Area of the study

This is the area where the researcher will carry out the research. Also Kumar (2002) state that,
is the place which the researcher to create the research organically. This study will be
conducted at Tanzania Library Services Board (TLSB), its public library of Tanzania which
located Posta at Dar es Salaam region. The selection to this library it‟s because the area of the
study can easily be accessed by the researcher and the researcher will be able to get the
relevant information concerning the topic of study

3.4 Population of the study

Krishna (2002) state that population of the study means the class, families living the city from
which researcher select a few question in order to find answers to the research questions. The
population of this study will be 100 Tanzania Library Services Board (TLSB) peoples and
divided into two groups such as Librarian and library user.

3.5 Sample size

Sample size refers to the number of terms to be selected from the universe or population to
constitute a sample (Kothari 2004). Sample size should neither be excessively large nor too
small but it must be optimum. In an ideal situation (manageable population, adequate time and
financial resources) the researcher is supposed to study the whole population. The sample size
of this study will include 30 respondents, whereby (15) librarian, (15) will be library user.
3.5.1 Sampling techniques
According to Kothari (2004) sampling is a technique employed to select a small group with a
view of determining the characteristics of large group. Sampling procedure is concerned with
technique used to obtain a sample studied or to select items from the population. Sampling
techniques are methods used in selecting a sample.

3.5.2 Simple random sampling

Simple random sampling provides the foundation for almost all of the more complex sampling
design based on probability sampling. They are also usually the easiest design to implement.
These simple random designs highlight a trade of inherent in selecting a sampling design;

To select sample units at random to minimize the risk of introducing biases into the sample or
to select sample systematically to ensure that sample unit are well distributed throughout the
population (Kumari 2002). Through simple random technique, Librarian and library user will
be selected randomly.

Advantage of simple random sampling

Easy to implement, requires little knowledge of the population in advance, simple random
sampling is the basic selection process of sampling and is easiest to understand. It needs only
a minimum knowledge of the study group of population in advance. It is free from errors in
classification; this is suitable for data analysis which includes the use of inferential statistics.

Disadvantage of simple random sampling

Imprecise relative to other design if the population is heterogeneous, more expensive than
other design if entities are clumped and the cost to travel among units is appreciable. This
method carries larger errors from the same sample size than that are found in stratified
sampling. In simple random sampling the selection of sample becomes impossible if the units
or I terms are widely dispersed
3.5.3 Purposive sampling
Purposive sampling is a form on non-probability sampling in which decision concerning the
individuals to be included in the sample are taken by the researcher, based on a certain
purpose or variety of criteria which may include specialist knowledge of the research issue, or
capacity and willingness to participate in the research (Kothari, 2004).

3.6 Data collection methods and research instruments

A combination of methods will be used to collect data for this study in order to improve
validity and reliability and also because each methods has its own strengths and weakness.
The study will use two types of data namely primary and secondary data (Aina, 2002).

3.6.1 Primary data

According to Krishna‟s (2002) primary data is that which directly obtained for the
respondents. It consists of the original information for the specific purpose at hand. The
primary data for this study will be collected from the sample by using structured and
standardized questionnaires with both open and closed ended question. In additional in depth
interview will be conducted to supplement the questionnaires methods.

3.6.2 Secondary data

According to Kothari (2004), secondary data are that has been collected by someone and
which have already passed through statistical process. The secondary data for this study will
conducted through documentary evidence. There will be books, research reports, journals,
articles, electronic resources and abstract.

3.6.3 Questionnaires method

According to (Leedy 2001) define a questionnaire as a series of question in which the
researcher will expect answer from the respondents. Both open and closed questionnaires will
be used whereby closed questionnaires will be structured and will limit the respondents to
certain answer. Open ended questionnaires will be unstructured which will enable them to
express themselves in details and provide more information that is necessary in the study
which made the research qualitative and detailed hence more data to be acquired. Researcher
will use this method for both librarian and library user.

Advantage of questionnaires
Questionnaires are response are gathered in a standard way, questionnaires are more objective,
certainly more so than interview. Generally, it is relatively quick to collect information using
questionnaires. However, in some situation can be take a long time not only to design but also
to apply and analyzed. Potentially information can be collected from large portion of a group.
This potentially is not often realized as returns rates can be dramatically improved if the
questionnaires are delivered and responded in class time (Kothari 2004).

3.7 Data analysis and presentation

According to Krishna (2002) data analysis means a criteria examination of the assembled and
grouped data for studying the characteristics of the objects under study and for determining
patterns of relationship among the variable relating to it. Research processing data in order to
labeling, classified, organize, also data will be analyzed by using MS excel and presentation
of data will use table, graphics and charts.

3.8 Data quality control

In order to ensure that the data which collected by the researcher from respondents and
various sources as relevant the process adherers to the principal of accuracy. If any
respondents provided the irrelevant information the researcher will not include it in these
reports. Triangulation refers to the use of more than one approach to the investigation of
research question (Aina, 2002).

3.9 Research Ethics

The research will ensure that the information provided by the respondents not exposed to
anyone to ensure that respondent remains safe and only used for research purpose and not
subject to leakage into other objectives this will help the research to get sufficient information
from the respondents.
 REFERENCES
Adebayo, O. (2009). Quality Reference Service: The Fulcrum for Users’ satisfaction. In Current
Trends in Library and Information Science. Ago-Iwoye : Olabisi Onabanjo University
Library.

Aina, L.O. (2002). African Journal of library, Archives and information science as a Resource
Barman, B. (2011). Computer Applications in Library: Course Material for Diploma in Library
and Information Science. Guwahati: Krishna Kanta Handiqui State Open University.

Birzer, M. (2018). Introduction to Criminal Investigation. London: CRC Press.

Dudley, M. (2018). Public Libraries and Resilient Cities. United State of America: America
Library Association.

Chissenga, J. (2014). ICT in libraries: An overview and general introduction to ICT in libraries
in Africa. A paper presented at INASP ICT workshop held at Johannesburg, SouthAfrica.

Egunjobi, R.A. &Awoyemi, R.A. (2013). Provision of electronic information services in

academic libraries.

Igwe, K.N. (2011). Issues in the automation of libraries and information centres. In R.A. JImoh
& K.N. Igwe (Eds.) Information and Communication Technology (ICT) systems for
library services

Igwe, K.N. and Uzuegbu, C.P. (2013). Provision of library and information services to users in
the era of globalization.

Katz, W. (2002). Introduction to Reference Work, Volume 1 : Basic Information Services.

Boston: McGraw Hill

Kay Ann assell, . H. (2019). Reference and Information Services: An Introduction, Fourth
Edition. Chikago: American Library Association.

Kothari C, R (2004). Research Methodology revised 2nd Ed. London; Peasant Publication

Krishna O, R (2002). Handbook of environmental isotope geochemistry, India

Kumar, R (2002). Research Methodology step by step guide for beginners. Australia SAGE
publication

Leedy, P. (2001). Practical research; planning and design. 6th Ed. New Jersey, Prentice Hall

Malik, A. and Mahmood, K. (2014). Readiness for digital reference service (DRS) in university
libraries: a survey in the Punjab, Pakistan. Information Development

Mishra, L., & Mishra, J. (2014). ICT resources and services in university libraries. International
Journal of Digital Library Services.

Muneja P (2010). A Reflection of Tanzanian Libraries in the Digital Age: Challenges and
Prospects: Dar es salaam

Nicholas, P. (2011). Creating a digital reference agenda for academic libraries in Jamaica: An
exploratory case study

Nwabueze, A.U., & Ozioko, R.E. (2011). Information and communication technology for
sustainable development in Nigeria. Library Philosophy and Practice.

Olise, F.P. (2010). Information and communication technologies (ICTs) and sustainable
development in Africa:

Raji, S.K. (2018). The role of ICT as a panacea for national development

Tedd,L. (2003). „Challenges Facing Information Professionals’ In Global Knowledge

Renaissance: Selected Papers from World Library Summit. Singapore: Times Book
International

Ukachi, N. (2008). Impact of Information and Communication Technologies (ICTs) on Reference

Services: Case Study of Selected Academic Libraries in South-West Nigeria.

Wilson, K. (2018). Computers in Libraries: AN INTRODUCTION FOR LIBRARY

TECHNICIANS. London: America Library Association.
 APPENDIX I
RESEARCH WORK PLAN/ SCHEDULE TIME FRAME

APPRIL MAY-JUNE JULY AUGOST SEPTE NOVE

ACTIVITIES 2022 2022 2022 2022 MBER MBER
PROGRAM 2022 2022

Preparation of
synopsis and
presentation
Preparation of
research
proposal,
presentation
and submission
Reporting at the
Centre where
the research is
conducted
Preparation of
questionnaires
and interview
and distributing
to respondents
Collection of
the data for the
field through
questionnaires
and interview
and analyzes
the data
Preparation of
report summary
,conclusion and
submission of
research report
 APPENDIX II

BUDGET
S/N DETAILS COST TOTAL

1 Town transport 1000X10= 10,000/=

2 Report preparation

Typing services 1000x32 32,000/=

Printing services 500x29 14,500/=

Photocopy services 100x29 2,900/=

Photocopy services 2 questionnaires 100x30 3000/=

Binding services 2 copies 45,000 45,000/=

1 CD 5000 5000/=

3 Stationary cost

Writing pads and note book 5,000 5,000/=

Correction Fluid, Pen, Pencil 2,000 2,000/=

Rubber and ruler 1,000 1,000/=

Flash disk 20,000 20,000/=

4 Research Expenditure

Location Transport 15,000x2 30,000/=

Meal and drink 30,000 30,000/=

TOTAL 200,400/=
 APPENDIX III
QUESTIONNAIRE FOR LIBRARIAN
Dear respondent

My name is Mwanaidi Mohamed Kaniki, i am diploma two students at School of Library

Archives, and Documentation Studies (SLADS). I am currently carrying out a study an
investigation on the use of ICT in the improving references services to Public library in
Tanzania; a case study at Tanzania Library Services Board (TLSB) in Dar es salaam. You have
been selected to be part of the study and I therefore request for your kind co-operation and support
by providing answers to the given questions. All the information acquired from you will be treated
as confidential, and also used for academic purposes only and not otherwise.

Your participation is highly appreciated. Please follow instruction of each question before
answering it.

Section A: Demographic Information

1) How old are you?

a) 18-24
b) 25-30 ( )
c) 31-45
d) 36-60

2) What is your Gender?

(a) Male ( )
(b) Female

3) Which level of education do you have?

(a) Bachelor degree
(b) Diploma ( )
(c) Certificate
(d) Secondary
(e) Master Degree
(f) PHD
SECTION B: OBJECTIVES QUESTION.

4) For how long have you been working in this library?

(a) One year
(b) Two years ( )
(c) More than Three years

5) Did ICT usefulness in this library on provision of reference services?

a) Yes ( )
b) No ( )

If your answer is No .Explain why

……………………………………………………………………………………………
……………………………………………………………………………………………
……………………………………………………………………………………………
……………………………………………………………………………………………
……………………………………………………………………………………………
……………………………………………………………………………………

6) What ICT resources would you use in this library on provision of reference service to
library user?
a) Computer ( )
b) Scanner ( )
c) Printer ( )
d) Photocopy Machine ( )
e) Internet ( )

Others mention here …………………………………………………………………

……………………………………………………………………………………….

……………………………………………………………………………………….
7) What are the challenges do you face when you use ICT on provision of reference services?
(a) Erratic Power Supply ( )
(b) Limited Financial Resources ( )
(c) Poor maintenance of ICT Equipment ( )
(d) Shortage of ICT Facilities and ICT Skills ( )
(e) Lack of ICT Policies ( )
(f) Computer Virus ( )
(g) Copyright management ( )

Others challenges mention here …………………….…………………………………

……………………………………………………………………………………………
…………………………………………………………………………………………..

8) What do you think can be the solution of those challenges?

a) Availability of enough budgets ( )
b) Availability of ICT resources ( )
c) ICT skills ( )
d) Availability of ICT equipment maintenance ( )
e) Installation of strong antivirus ( )
f) Availability of electronic power supply ( )
g) Availability of Internet ( )

Others solution mention here

……………………………………………………………………………………………
……………………………………………………………………………………………
…………………………………………………………………………………………..

THANK YOU FOR YOUR GOOD CO-OPERATION

 APPENDIX IV

QUESTIONNAIRE FOR LIBRARY USER

Dear respondent

My name is Mwanaidi Mohamed Kaniki, i am diploma two students at School of Library

Archives, and Documentation Studies (SLADS). I am currently carrying out a study an
investigation on the use of ICT in the improving references services to Public library in
Tanzania; a case study at Tanzania Library Services Board (TLSB) in Dar es salaam. You have
been selected to be part of the study and I therefore request for your kind co-operation and support
by providing answers to the given questions. All the information acquired from you will be treated
as confidential, and also used for academic purposes only and not otherwise.

Your participation is highly appreciated. Please follow instruction of each question before

Section A: Demographic Information

1) How old are you?

a) 18-24
b) 25-30 ( )
c) 31-45
d) 36-60
2) What is your Gender?
a) Male
b) Female ( )

3) Which level of education do you have?

a) PHD
b) Master Degree
c) Bachelor Degree ( )
d) Diploma
e) Certificate
f) Secondary
 SECTION B: OBJECTIVES QUESTION.

4) Did you use ICT in this library when seeking services on reference services?
a) Yes
b) No ( )
If not, justify ……………………………………………………………………………….
………………………………………………………………………………………………
……………………………………………………………………………………………….
5) What ICT resources would you use when accessing services on reference services?
a) Computer ( )
b) Scanner ( )
c) Printer ( )
d) Photocopy Machine ( )
e) Internet ( )

Others mention here …………………………………………………………………

……………………………………………………………………………………….

……………………………………………………………………………………….

6) What are the challenges do you face when you use ICT on accessing reference services?
a) Erratic Power Supply ( )
b) Poor maintenance of ICT Equipment ( )
c) Shortage of ICT Facilities and ICT Skills ( )
d) Computer Virus ( )
e) Copyright issue ( )

Others challenges mention here …………………….…………………………………

……………………………………………………………………………………………
…………………………………………………………………………………………..
7) What do you think can be the solution of those challenges?
a) Availability of enough budgets ( )
b) Availability of ICT resources ( )
c) ICT skills ( )
d) Availability of ICT equipment maintenance ( )
e) Installation of strong antivirus ( )
f) Availability of electronic power supply ( )
g) Availability of Internet

Others solution mention here

……………………………………………………………………………………………
……………………………………………………………………………………………
…………………………………………………………………………………………..

THANK YOU FOR YOUR GOOD

CO-OPERATION