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Competencies of Librarians as a Factor Affecting Information Service Delivery

in Selected University Libraries in Delta State, Nigeria

Article in International Journal on Integrated Education · October 2020

DOI: 10.31149/ijie.v3i10.693

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Competencies of Librarians as a Factor Affecting

Information Service Delivery in Selected University Libraries
in Delta State, Nigeria
Ogagaoghene Uzezi IDHALAMA (CLN)1
1
Department of Library and Information Science,
Ambrose Alli University, Ekpoma-Edo State, Nigeria.
Email: idhalamao@gmail.com & idha.lama@aauekpoma.edu.ng

Afebuameh James AIYEBELEHIN (PhD)2

2
Department of Library and Information Science,
Ambrose Alli University, Ekpoma-Edo State, Nigeria.
Email: jamesaferich@gmail.com & aiyebelehin@aauekpoma.edu.ng.

Onomiroro OKOBO3
3
Department of Library and Information Science,
Ambrose Alli University, Ekpoma-Edo State, Nigeria.

ABSTRACT
This study investigated the competencies of librarians as a factor affecting information service delivery
in Delta state university (DELSU) library and Federal university of petroleum resources (FUPRE) library.
The main objective of the study was to determine the extent to which information and competencies of
librarians in DELSU and FUPRE affect their information service delivery. The instrument used for data
collection was the questionnaire. A descriptive survey design was used in this study. A total of 61 librarians
were selected using the total enumeration sampling technique since the total population was manageable. A
total of 52 copies of the questionnaire were retrieved and analyzed using simple percentage, mean score, and
standard deviation. The findings of this study show that: the majority of the respondents possess high extent
of the ICT skills, majority have high extent of customer-service competency, and most librarians possess high
extent of competency in interpersonal communication. It was concluded that these skills, though basic are a
good platform that increases the effect of relevant information service delivery in the library. A minor but
regular training was said to be what will do the magic.

Keywords: Competencies-librarians, information services, information service delivery, academic

libraries, university libraries.

1. Introduction

Libraries are elements of educational development; libraries in the 21st century are very significant
in developing the society as they are also considered as essential for national development. The accumulation
of literary works gave rise to the need for a place to store this recorded knowledge of man which brought about
libraries. This makes it appropriate to describe libraries as social institutions or organizations that select,
acquire, process, organize, store, and disseminate information resources. It must be stated therefore that the
processes of selecting information resources to the dissemination of information resources are done
systematically that is, there are some rules to be adhered to for the process to be acceptable, effective, and
efficient.

Libraries, therefore, select information resources after carrying out an analysis of the community of
users to identify the users in the designated community and select information resources suitable to their
information needs. The selection process if successfully carried out leads to the acquisition of the resources
relevant to library user's needs.

Thereafter the information resources are processed systematically, organized, and disseminated to
users. In the advanced information society, libraries have another job and there are different sorts of library
models. In the advanced society, where the utilization of electronic gadgets and Online data sources
continually expands, libraries are overseen more uniquely, have a more adaptable correspondence framework,
and work for the association, and their administration improvement depends on the quality and client direction
of administrations (Singh and Nazim 2008).

The advent of modern technologies of various types and diverse functions has given rise to the
implementation of these modern technologies in the library functions and services. Also with these modern
technologies, library functions and services are performed effectively to an extent. The strides in digital
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technology and its application have fundamentally changed the way information is generated, processed,
stored, and disseminated in libraries.

Prior to the introduction of ICTs, information-bearing resources were collected, processed, stored, and
disseminated using the traditional manual method which is very tasking. Users of academic libraries must go
to the library before the information of any kind will be accessible. The user is limited to the stock of
information housed and owned by the library which in most cases is not enough (Mbajiorga, 2012).

The advanced libraries absolutely cannot be an inactive storehouse of books and other printed materials.
The prerequisites of putting away expanding assortment in different structures and of keeping up simple
admittance to most some portion of it must be adjusted by conveying data and correspondence innovations.
Libraries should upgrade their services by digitizing their resources for online use; these services should be
accessible to anyone, regardless of time or location, through digital communication devices. Libraries can
assume a noteworthy job in giving decent instruction and information on high caliber. People far and wide,
regardless of how helpless they might be, can get to whatever information and data they need by visiting
libraries through the web, for example, the library of congress (Singh and Nazim, 2008) Academic libraries
in the digital age are very key in the universities where they are located and the university environs at large.
Academic libraries provide an environment for learning.

An academic library is a conduit through which all students can obtain information not available to
them in their textbooks. It is one of the central pillars of learning and knowledge in any university
(Fraidenburgh, 2018). Lichterman (2011) declares that the school of information is preparing the up and
coming age of information experts with the ability to oversee and protect the information in the age of the
web. The respondents remarked that: "A library encourages the learning programs that will furnish the
understudies with the abilities and information important to prevail in a continually changing social and
monetary condition. Through asset-based projects, understudies procure abilities to gather, fundamentally
break down and arrange data, tackle the issue and convey their understandings" "Library gives a contact point
and physical spot for instructors and students to meet outside the structure of the study hall, accordingly
permitting individuals with alternate points of view to communicate in an information space that is both bigger
and broader than the one shared by any single control or fondness group"(Omeluzor, 2013). Information being
a valuable resource and precious asset in an academic library is ascertained only based on its use by needy
users.

The use of information is made by the various categories of users as identified in the earlier section
above. An academic library being a facilitator of information, documentary information is acquired to provide
to its users. The basic philosophy of library and information science is to provide the right information to the
right user at the right time at the right place and in the right format so that the tasks and /or projects at hand
are completed successfully. Information obtained from different sources is believed to have been put to one
major use, i.e., assistance in problem-solving. Academic library users have different types of problems, such
as those pertaining to subject/s being taught, projects being researched upon, technical, etc. These problems
may require different types of information from the library system.

To promote information use, it is imperative to ascertain the information needs of all categories of users
(Singh, (n.d.). Although the idea of information administrations could envelop various portions of libraries'
exercises in writing, it is typically identified with the reference administrations. American Library Association
gives the following depiction of information benefits: the objective of information administrations is to give
the information looked for by the client. Information administration ought to envision just as address client
issues. It ought to empower client familiarity with the capability of information assets to satisfy singular
information needs. "As indicated by this definition information administrations ought to be offered to clients'
needs. Furthermore, information administrations could be isolated into two primary classes: confirmation of
information required by clients and consciousness of clients about accessible information assets and capacity
to discover the information proper to given needs without anyone else.That is, the information required by
clients ought to be accessible in the library, and librarians with the correct skills ought to be on the ground to
help clients in finding and getting to the information. (Stojanovski and Papic, 2012). Partridge, Lee, and
Munro, (2010) identify skills in the following areas: communication, management, collaboration, information
management, leadership, marketing, project management, and community engagement. Furthermore, a
librarian should be innovative, adaptable, and flexible and be an active learner (Huvila, 2013).

Librarians when equipped with the above skills and competencies, will have no problem whatsoever
when it comes to rendering effective and efficient information services to users.

2. Objectives of the study

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The main objective of the study is to find out the level at which the various competencies affect
information service by the librarians in DELSU and FUPRE library.

1. To find out the extent of the Information and Communication Technological (ICT) competency of
librarians in Delta state university library and Federal university of petroleum resources library.

2. To ascertain the extent of customer service competency of the librarians in Delta state university
library and Federal university of petroleum resources library.

3. To find out the extent of interpersonal competency of the librarians in Delta state university library
and Federal university of petroleum resources library.

4. To find out the level to which the various competencies affect information service by the librarians
in Delta state university library and Federal university of petroleum resources library.

3. Literature review

The extent of ICT competency of librarians

In recent years, work for information experts has become portrayed by relentless change and new
aptitudes necessities. This change has been realized by the steady rise of important innovations (Ashcroft,
2004).

Information experts are progressively required to adjust their abilities and practice to increase
consciousness of mechanical advances. Subsequently, the calling itself exists in a condition of motion close
by these developing advancements, with customary jobs being progressively subsumed by new abilities and
workplaces and, hence, sets of expectations (Ashcroft, 2004).

Information experts are presently expected to know about and equipped for utilizing and showing
developing ICTs and other imperative abilities (Nwakanma, 2003). There is a requirement for extra
preparation to enlarge the conventional aptitudes information base with competency in ICT use. Information
experts or bookkeepers must be adaptable and embrace imperative abilities to consolidate the necessities of
mechanical advances (Biddiscombe, 2001; Sharp, 2001).

Given the current circumstance, whereby ICTs are in effect constantly refreshed or presented, and
conventional organizations are being supplanted or enhanced by advanced configurations, (for example, e-
diaries and digital books), it appears to be likely that there will keep on being a requirement for standard
preparing for information experts. There is additionally an expanded spotlight on relational abilities, with more
players engaged with the electronic information condition.

Information experts are being called upon to work intimately with ICT clients and suppliers (counting
IT staff) and to work in a joint effort with others in the calling (Wittwer, 2001). A few gatherings of library
clients need fundamental IT aptitudes to get quality information (Stubbings and McNab, 2001) and, in this
manner, information experts will be called upon to go about as the two instructors and delegates (Sharp, 2001).

Given these conditions, information experts are required to have expanded education and relational
abilities. It is crucial for those in the board positions to perceive the basic of proceeding with a proficient turn
of events and guarantee that staff is proactive in keeping up state-of-the-art levels of ability.

The noteworthiness of proceeding with proficient improvement in this atmosphere has been recognized
by both the Assembled Realm's Sanctioned Organization of Library and Information Experts (CILIP) and the
US's American Library Asociation (ALA) (Quadri, 2012). ICTs have gotten pervasive with the current and
future social and authoritative turn of events. The job of these advancements in public improvement is certainly
noteworthy.

As the constructive outcomes of ICTs have constantly been noted in evolved libraries, it has gotten
fundamentally significant for creating libraries of Africa to grasp these innovations. The Unified Countries
Improvement Program (2001) alludes to ICTs as an "incredible empowering influence of advancement" as a
result of the noteworthy effect on the financial, logical, scholastic, social, political, social, and different parts
of life.

In advanced education and human limit working, there are critical examples of progress because ICTs
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are driving force for change in conventional ideas of instructing and learning, just as prime inspiration driving
the change in academic and expert exercises. Library and Information Science (LIS) scholastic divisions have
seen this expanding globalization of advanced education as well as that of the LIS workplace including the
ensuing expansion of rivalry past conventional, institutional, public and local limits.

ICTs are noteworthy in the accomplishment of LIS instructive objectives/targets and the satisfaction of
the essential errands of LIS schools. Subsequently, with this end came the acknowledgment that there was a
requirement for a more noteworthy mixture of ICT information and abilities into LIS course content, just as
intensive dissemination of ICT skills by the LIS experts.

Sutton (2001) sees that the progressions brought into the LIS calling by ICTs can be separated into two
significant classes, in particular, the characteristic developmental changes, from one perspective, and changing
changes, on the other. As normal development, the library and information science calling have to outfit ICTs
to perform old assignments better through the mechanization of housekeeping errands, for example, reference
work, bibliographic administrations, listing, serials, dissemination, and securing, which are performed all the
more proficiently in an ICT situation. ICT aptitudes are significant as it is a pre-essential for systems
administration of e-library administrations and asset sharing.

It likewise empowers the advancement of e-learning, utilization of e-Journals/ e-Books, and creation
of electronic institutional repositories. The operations in a library require ICT skills to achieve more effective
functioning and for providing excellent library and information services. ICT infrastructure would involve
hardware, software, and other telecommunication facilities.

Sufficient ICT skill is very essential for the successful application of ICT in libraries. The application
of ICT to store and process the vast amount of information coupled with the ability of information
professionals to transmit this information from one location to another has a tremendous impact on the storage,
retrieval, and dissemination of information in libraries.

Now the collection development of e-resources has assumed much prominence in the world of
information. Academic institutions and librarians will continue to allocate more resources towards technology.
Academic libraries will continue to have a crucial role in not only providing technology for users but also in
creating new information systems for managing, disseminating, and preserving information regardless of
format.

At the same time, traditional library collections books, serials, sound recordings, maps, videos, films,
photographs, archives, manuscripts, etc., will still need to be acquired, made accessible, and preserved
(Shaping the Future: ASERL's Competencies for Research Librarians). The value of electronic resources and
services is that it can be easily shared, distributed, updated, manipulated, and rapidly searched.

Lastly, the usage of all e-resources is becoming high and well appreciated. The impact of ICT skills
has promoted the usage of electronic resources in terms of e-journals, e-books, etc (Quadri, 2012).
The level of customer service competency of librarians.

Customer service is every bit as important in the library as it is in the marketplace. While there are
fundamental differences between library services and commercial services, the behaviors and expectations of
the people you serve are universal. Librarians with customer service competencies manages the library
environment to enhance the user experience, organizes the library's collections and work areas to appeal to
users and to meet their needs, organizes physical elements in the library to create a positive and welcoming
environment, addresses the physical or mental barriers that could prevent people from using the library,
contributes to the development and evaluation of standards and practices for the delivery of quality customer
service, anticipates and maintains awareness of users' needs and wants through customer service surveys,
complaint logs and other means, analyzes input from users, evaluates the effectiveness of current services, and
recommends services and practices as applicable, uses effective training strategies to teach staff good customer
service techniques, applies and models customer service skills to enhance the level of user satisfaction, treats
users in a welcoming, professional manner and provides other staff with an example of positive customer
service, acts as a goodwill ambassador for the library, promoting the library's values and services in all
interactions with users, demonstrates thorough knowledge of all aspects of the organization that impact users
(mission and vision, policies and procedures, collections and services, and system-wide strategies),
recognizes, honors and responds appropriately to diversity and cultural differences, applies effective
techniques to address difficult situations with users, encourages users to follow library policies; applies good
judgment when deviating from official policies and procedures, deals with users' concerns efficiently and
effectively, Maintains a calm, professional manner in difficult situations and applies effective communication
techniques (Southern Ontario library service, 2011). Obtaining and keeping customers is crucial to long term
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business viability and profitability.

Because of this, every effort should be made to not only meet customer expectations but to exceed
them. The library should constantly and consistently anticipate what their customers want and provide it to
them at the right time. The goal of the library should be to provide quality customer service so that your
customers would be satisfied with the service rendered to them.

How do you achieve this?

The secret of superior customer service is forming relationships with your customers — the kind of
interaction that promotes trust; Information is what makes this happen. In other words, when it comes to good
customer service, information is the single most important factor in creating a trusting relationship. With the
right information at your fingertips, the librarian will know what a customer expects, and what you can promise
to deliver.

Using information to improve customer service is called "Customer Relationship Management" or

CRM: this information includes the demographic characteristics of their customers such as name, age, sex,
area of research, etc. This information is a major step to delivering world-class customer service and results
in a satisfied customer. Intimate Knowledge of Customer is also very important in the library i.e. customer
data such as documents requirement (O'Donnel, 2009).

The extent of interpersonal competency of librarians.

Unless you work alone in a cave, you must interact productively with others to accomplish your own
and your organization's goals. Master the interpersonal competencies and you have a recipe for success.

Librarians who are furnished with relational abilities and capabilities create and keep up successful
associations with others to accomplish shared objectives, treats everybody with genuineness, regard and
decency to assemble a situation of trust, Adds to a collective, submitted and collegial workplace, Grasps
individual and hierarchical decent variety, Recognizes own qualities and commitments, and perceives the
correlative qualities and commitments of others, Offers information increased through expert conversations,
meetings, formal courses and casual channels with partners, Gives and gets valuable criticism to and from
collaborators, directors and clients, Works viably in groups with solid group building aptitudes and
perspectives, Contributes productively to the accomplishment of the group's objectives and destinations, Adds
to a critical thinking condition and moves in the direction of commonly adequate arrangements, paying little
heed to position or level, Partakes effectively in information-social affair and dynamic so as to advance the
eventual benefits of the group, Deals with own and others' time viably to convey chip away at time, Discovers
chances to help other people to grow groundbreaking thoughts and accomplish their maximum capacity, Gives
or gets training or coaching from colleagues as proper, applies compelling procedures to oversee authoritative
legislative issues, strife and troublesome associate practices, Comprehends that associations are inalienably
political (counting libraries) and creates techniques to turn into a powerful player, Comprehends an assortment
of troublesome personal conduct standards and creates reactions suitable to each, Routinely looks at own
conduct, acknowledges responsibility for own activities and alters fittingly, Comprehends and applies systems
for compromise (Southern Ontario library administration 2011).

Khoo (2005) elaborates on these skills as follows: a personal skill which has to do with appropriate
attitudes, values, and personal traits/generic skills represent skills which cut across disciplines such as
communication, critical thinking, information literacy, teamwork, etc. Discipline-specific is knowledge
learned in the LIS program in undergraduate and postgraduate levels such as collection development, digital
library architecture, digital library software, metadata, etc. Library professionals have to develop' good
communication skills to help build good relations with co-workers and users.

Librarians must anticipate and maintain awareness of users' needs and wants through user surveys,
complaint logs, and other means. Developing interpersonal competencies helps to maintain an effective
relationship with other staff in the library and achieve common goals. Library professionals must understand
the importance of lifelong learning for all levels of library work and actively pursue personal and professional
growth through continuing education.

In an academic library environment, the librarian must be on the alert to the importance of library in
the context of higher education (its purpose and goals) and the needs of students, faculty, and researchers and
seek to provide services that will enhance these endeavors. Librarians must be familiar with the structure,
organization, creation, management, dissemination, use, and preservation of information resources, new and
existing, in all formats.
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The subject knowledge to support collection development within the library and research and teaching
within the university will come under the competencies of technical services. Librarians well equipped with
interpersonal competency must have written communication skills, verbal/listening skills, negotiation skills,
conflict resolution skills, must be able to facilitate constructive interpersonal interaction (teamwork, group
facilitation, processing) and also demonstrate cross-cultural competence (Wilcox, 2012).
4. PRESENTATION OF RESULTS
Introduction
This part is concerned with the presentation and analysis of data. The raw data were analyzed
critically to extract useful information for making conclusions.
Presentation and Interpretation of Results
Table 1: Academic qualification of the Respondents
S/N Academic Number of Percentage
qualification Respondents (%)
1. Diploma 13 25
2. BA/BSC/BLIS 19 36.54
3. MLS/MLIS 16 30.77
4. PHD 2 3.85
5. Others 2 3.85
Total 52 100

Table 1above shows respondents’ academic qualification. From the table, it can be seen that 13
respondents (25%) have acquired diploma degree, while 19 respondents (36.54%) have a bachelor degree in
either Art, Science or Library Science, 16 respondents (30.77%) have a masters degree in either Library
scienceor Library and information science, 2 respondents (3.85%) have a doctorate, while just 2 respondent
(3.85%) ticked others in the questionnaire. It can therefore be concluded that majority of the respondents have
either a degree in diploma, a degree in bachelor of art, sciences and library and information sciences, and a
degree in masters of library science and library and information sciences.

Table 2: Extent of ICT competencies

S/N MEAN STANDARD DECISION
DEVIATION
1 Basic computer i.e. 3.115 0.205603 Accepted
word processing
2 Storing and copying 3.25 0.152367 Accepted
data into primary storage
devices (hard disk)
3 Storing and copying 3.230 0.138278 Accepted
data into secondary storage
devices (diskette, flash drive
etc.)
4 Retrieving 3.134 0.196673 Accepted
documents from a storage
device
5 Presentation skills i.e. 2.75 0.333916 Accepted
PowerPoint
6 Graphic skills i.e. 2.346 0.440731 Rejected
Corel draw
7 Statistical skills i.e. 2.576 0.378301 Accepted
Excel
8 Digitalization i.e. 2.807 0.301894 Accepted
scanning and uploading
9 Use of multimedia 0.472859 Accepted
technology for the 2.711
manipulation of printed
information, sounds,
animated photographs,
graphs etc.
Grand mean 2.879 Accepted
The research question 1 was asked to get information from respondents on the extent of competence
they have on the listed ICT packages. The analysis of data in the table above showed that the respondents
agreed to have considerable extent of competencies on 8 out of the 9 items listed with mean rating of 2.50 and

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above. The item that dealt on respondents extent of competence in storing and copying data into primary
storage devices (hard disk) recorded the highest mean response of 3.25, closely followed by items on Storing
and copying data into secondary storage devices followed with 3.23 mean response, Retrieving documents
from storage devices recorded a mean responses of 3.134, while Basic Computing (word processing) recorded
a mean of 3.115, followed closely by Digitalization i.e. scanning and uploading which recorded a mean
response of 2.807, Presentation skills i.e. PowerPoint recorded a mean response of 2.75 followed by Use of
multimedia technology for the manipulation of printed information, sounds, animated photographs, graphs
etc. which recorded a mean score of 2.711 also followed closely by Statistical skills i.e. Excel which recorded
a mean response of 2.576, while The other item on the list recorded a low response below the 2.50 mean rating.
The respondent‟ competency level of Graphic (CorelDraw) Skills” recorded a low response of 2.346.

Table 3: Extent of customer service competencies

S/N MEAN STANDARD DECISION
DEVIATION
1 Clear communication 3.307 0.134168 Accepted
skills
2 Attentiveness 3.346 0.159593 Accepted
3 Knowledge of the 3.096 0.18956 Accepted
product
4 Customer focus 3.134 0.147593 Accepted
5 Ability to use positive 3.096 0.139871 Accepted
language
6 Ability to read 2.923 0.182186 Accepted
customers
7 Empathy 2.980 0.186973 Accepted
8 Persuasion skills 3.019 0.146374 Accepted
Grand mean 3.1126 Accepted

The research question 2 was asked to get information from respondents on the level of customer service
competence they have on the listed items as indicated in the table above. The item attentiveness recorded the
highest mean response of 3.346 and it was followed closely by the item clear communication skills which has
a mean response of 3.307, also the item customer focus has a mean response of 3.134, followed closely by the
items knowledge of the product and ability to use positive language both recorded a mean response of 3.096,
the last item on table 4.3.3above which is persuasion skills has a mean response of 3.019 followed by the item
empathy which has a mean response of 2.980, also the item ability to read customers has a mean response of
2.923.
Table 4: Extent of interpersonal competencies
S/N MEAN STANDARD DECISION
DEVIATION
1 Verbal 3.211 0.159719 Accepted
communication skills
2 Non-verbal 3 0.217949 Accepted
communication skills
3 Problem solving skills 2.980 0.225682 Accepted
4 Decision making 3.038 0.176728 Accepted
skills
5 Assertiveness 3 0.153846 Accepted
6 Listening skills 3.134 0.184403 Accepted
7 Negotiating skills 3.076 0.173077 Accepted
8 Self confidence 3.326 0.100823 Accepted
Grand mean 3.0956 Accepted
The analysis of data in Table 4 shows that majority of the respondent have considerable extent of
competence in interpersonal competency in all the items listed in the table. The last item in the table which is
self-confidence recorded the highest mean response of 3.326, followed by the first item on table 4.3.5above
which is verbal communication skills which has a mean response of 3.211, also the item listening skills has a
mean response of 3.134, followed by the item negotiating skills which has a mean response of 3.076, and also
the item decision making skills recorded a mean response of 3.038. The items nonverbal communication skills
and assertiveness both has a mean response of 3 and finally the item problem solving skills has a mean
response of 2.980.

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Table 5: Level at which the various competencies affect information service delivery
S/N MEAN STANDARD DECISION
DEVIATION
1 Information and 3.480 0.115916 Accepted
communication
technological (ICT)
competencies
2 Managerial 3.326 0.123944 Accepted
competencies
3 Customer service 3.269 0.166063 Accepted
competencies
4 Professional 3.365 0.126044 Accepted
competencies
5 Interpersonal 3.230 0.173993 Accepted
competencies
Grand mean 3.334 Accepted

The analysis of data in Table 5 shows that majority of the respondents are of the opinion that
information and communication technological competencies affect information service delivery at a very high
level with a mean response of 3.40 which is the highest in the items. The item that talked on the level at which
professional competencies affect information service delivery recorded a mean response of 3.365, while the
item that dealt on the level at which managerial competencies affect information service delivery recorded a
mean response of 3.326 followed by the item that talked on the level at which customer service competencies
recorded a mean response of 3.269, while the level at which interpersonal competencies affect information
service delivery recorded a mean response of 3.230.
5. Discussion of the Findings

The finding of this study can be summarized as follows based on the four research objectives. The staff
of Delta state university library (DELSU) and Federal university of petroleum resources library (FUPRE)
possess high extent of the information and communication technology skills in using Microsoft word, Storing
and copying data into primary storage devices (hard disk), Storing and copying data into secondary storage
devices (diskette, flash drive, etc.), Retrieving documents from a storage device, Presentation skills i.e.
PowerPoint, Statistical skills i.e. Excel, Digitalization i.e. scanning and uploading, Use of multimedia
technology for the manipulation of printed information, sounds, animated photographs, graphs, etc. While
majority of the staff in DELSU and FUPRE library have a very low extent and low extent in the use of Corel
draw. This shows that the level of ICT skills of the staff of DELSU and FUPRE is high.

Only very few library staff who have made effort to acquire competencies in the use of ICTs have put
them into practice. In contrast to the findings of this research work, Wilkins (2012) observe that ICT use is
relatively low among practicing librarians especially the older librarians. These findings agreed with Ukachi
(2010), who conducted an empirical study on the level of information communication technology skills of
librarians which revealed that majority of the librarian 19(90.5%) have good knowledge and skills of ICT.

The findings also agreed with Madre (2015) on information communication technology literacy among
library staff which reveals that majority of library staff are computer literate. Ehikhamnor (2003) attributed
that, with the rapid growth of ICT in society today, library staff require ICT literacy skills and digital
technology skills: such as Microsoft Excel, data processing, pictographic interface, etc at all levels to operate.

The staff of DELSU and FUPRE library has a high extent of clear communication skills, assertiveness,
knowledge of the product, customer focus, and ability to use positive language, ability to read customers,
empathy, and persuasion skills. From the result gotten it shows that the majority of the staff working in DELSU
and FUPRE library possess a high extent of customer service competency.

The Southern Ontario library service, 2011 from their findings revealed that librarians with customer
service competencies manages the library environment to enhance the user experience, organizes the library's
collections and work areas to appeal to users and to meet their needs, organizes physical elements in the library
to create a positive and welcoming environment, addresses the physical or mental barriers that could prevent
people from using the library, contributes to the development and evaluation of standards and practices for the
delivery of quality customer service, anticipates and maintains awareness of users' needs and wants through
customer service surveys.
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The staff working at DELSU and FUPRE library possess a high extent of competency in interpersonal
competency in the following items; verbal communication skills, non-verbal communication skills, problem-
solving skills, decision-making skills, assertiveness, listening skills, negotiating skills, self-confidence. The
result gotten shows that majority of the staff working at DELSU and FUPRE library have a high and very high
extent of interpersonal competency.

These findings corroborate with the findings of Ezema and Ugwu, (2014) which provides useful insight
into the skills and training strategies for the development of digital libraries in the University of Nigeria
libraries. It is evident from the findings that librarians require several interpersonal skills. Findings reveal that
the most important interpersonal skill is adaptability, flexibility, and eagerness for new knowledge.

Apart from this, librarians highly require advocacy and negotiation skills. Librarians were asked to rate
themselves on the possession of the skills they identified. Interestingly, their ratings in most of the skills are
high. However, they scored higher in interpersonal skills. It was discovered that to a high level all the
competencies under this study (ICT competency, managerial competency, customer-service competency,
professional competency, and interpersonal competency) affect information service delivery.

That is to say that the staff of DELSU and FUPRE library strongly agrees that the various competencies
affect information service delivery to a high level.
6. Summary of findings

The following findings can be deduced from the study:

1. The findings of this study show that majority of the respondents possess a high extent of the
information and communication technology skills in using Microsoft word, Storing and copying data into
primary storage devices (hard disk), Storing and copying data into secondary storage devices (diskette, flash
drive, etc.).

2. Majority of the librarians working at Delta state university library and Federal university of
petroleum resources library have a high extent of customer service competency.

3. The findings obtained from this study show that the librarians working at DELSU and FUPRE library
possess high extent of competency in interpersonal competency in the following items; verbal communication
skills, non-verbal communication skills, problem-solving skills, decision-making skills, assertiveness,
listening skills, negotiating skills, self-confidence.

4. All the competencies under this study (ICT competency, managerial competency, customer-service
competency, professional competency, and interpersonal competency) affect information service delivery to
a high level.

7. Conclusion

From the results of the findings of this study, one can conclude that the skills required by librarians for
rendering information services are enormous and wide-ranging.

For librarians to remain at the cutting edge of the profession especially those of them from the libraries
of Delta state university and Federal university of petroleum resources, the acquisition of these skills becomes
very pertinent. This can only be made possible through training and retraining of librarians. The researcher
used a descriptive research design for the study and seven research questions were used as a guide to the study.

The findings of the study revealed that for the federal university of petroleum resources and Delta state
university library to fully render relevant information services to the library users, their librarians must be well
trained to acquire the various competencies and skills under this study. It was also discovered from the findings
that librarians from the university libraries studied have some basic knowledge of computer in basic computing
i.e. word processing. They also have skills in time management, planning, and administration, clear
communication, ability to read customers, applying information tools and technologies, Non-verbal
communication. These skills, though basic are a good platform that increases the effect of relevant information
service delivery in the library. A minor but regular training is just what will do the magic.

Authors’ Biographies

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Ogagaoghene Uzezi Idhalama is a lecturer in the department of library and information science at
Ambrose Alli University, Ekpoma Edo State of Nigeria. He holds B Sc. and MLIS from Ambrose Alli
University and Nnamdi Azikiwe University respectively. With his doctoral admission already secured, He is
also a Chartered Librarian of Nigeria (CLN) registered by the Librarians’ Registration Council of Nigeria
(LRCN). With a number of prizes to his credit, he has published over twenty (20) articles in both national and
international journals. Idhalama has reviewed articles for a number of reputable journals including Information
Development (Scopus indexed..) Areas of interest are information behavior, information literacy, knowledge
management and emerging trends in LIS. He can be reached via
(idhalamao@gmail.com)/(idha.lama@aauekpoma.edu.ng)

James Afebuameh Aiyebelehin is a Lecturer at Ambrose Alli University, Ekpoma – Nigeria. He has
bagged his Ph.D in the field of social media at the University of Nigeria, Nsukka. He is a recipient of the
Carnegie CPD Fellowship at the University of Pretoria, South-Africa. His research interests are social media
in libraries, ICTs in workplaces, Information literacy, and User studies. He can be contacted via
aiyebelehin@aauekpoma.edu.ng.
Onomiroro Okobo is a research assistant

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