The role of communication in effective service delivery in libraries and information centres: A case study of Ekiti State University Librar

Abstract

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