A Study on the Impact of Information Technology on Library Services

From ancient times, library is the laboratory for testing or experimenting one or the other technology related to knowledge production, storage and processing. Invention of the computers is the greatest contribution to the libraries and its introduction was traced back in early 80’s in the libraries. Traditionally, the library is a physical place where collection of information resources in various formats (books, journals, videos, CD-ROMs etc.) is organized in a specific manner to meet the needs of a specific user or group of users. It is a service organization with both tangible and intangible assets. The tangible assets constitute physical documents and the human resources. The intangible assets comprise the invaluable services rendered by the library staff. The library plays an important role in the academic world by providing access to world class information resources and services, and stimulates academic research in the country. Access to information is not a new phenomenon but it exists through ages. Libraries being the centre for information storage and retrieval did exist from ancient times in one form or the other. The libraries have transformed from museums to digital libraries over the time due to intervention of various technologies. The invention of ink, paper, printing technology and information and information communication technologies (ICT) are the major technological milestones in the history of library transformation. The printing technology helped the mass production of books and other printed materials and brought them to the portal of library as primary storage media. As science and technology advanced, the print media was augmented by non-print media such as microforms, audio-visual aids, magnetic tapes and CD-ROMs as the medium of information storage and retrieval. Since 1950’s the developments in ICT induced traditional libraries to transform to digital libraries incorporating documents available in electronic formats. The library transformation can be represented as MUSEUMS: Media-Clay, Brick etc: Access-Physical visit; to TRDITIONAL LIBRARIES: Media- Print: Access-Physical visit; to DIGITAL LIBRARY: Media: Digital: Access-Online, Remote. It has transformed almost every aspect of how the library provides its services and performs its work behind the scenes. This resulted in automation of library in house operations, open public access catalogue (OPAC), remote access, digitization and creation of digital libraries. The issues related to current technology discussed or addressed by the present day libraries are:  Digitization of special collection, establishing institutional depositories, use of integrated library management software;  Implementation of wireless and mobile technologies for all time remote/ campus access;  CD mirror servers and accessing CDs available on network;  Application of RFID in libraries;  Web-site development, web-programming and management of the same, integration of web-OPAC and integration of multi-language on single platform;  Production and use e-books and e-journals;  Services for distance learning students, disabled/handicapped;  Technology education, training and instructional/education technology to support teaching and learning; and  Development of technology centers and promotion of information literacy. Many factors are responsible for a change in the landscape of libraries. Libraries have changed from time to time and they have to change in the future too. Some of the important factors that helped the libraries to change are information explosion, growth in publications, users’ expectations, rising expenditure and shrinking resources, rise of competitors, information technologies and digital based resources. In academic environment, library is a place of intellectual stimulation and knowledge centre. Until 1980s, the information seekers were greatly dependent on print resources and libraries were unique places for provision of such information. The past two decades have seen a great deal of change due to ICT resulting in a demand for new pattern of scholarly information. These technological advancements have made significant impact on the growth of knowledge and unlocking of human potential. In library environment, the impact is clearly visible on information PRODUCTS such as changing document collection, the storage media, and format; PROCESS/FUNCTIONS such as automation of library in-house operations, resource sharing, reprography, communication, internet technology, search engines and instant message, and quality of service; PEOPLE-USERS AND STAFF such as choice of sources, death of distance, diminishing time zone, remote access, basic skills, on-line search, and duties and responsibilities of the library professionals. Quality is a critical factor for achieving success in any organization. The concept of quality is not a new phenomenon for library professionals as it is rooted in library principles and activities. Though explicitly not stated, Ranganathan’s Five Laws of Library Science, particularly the fourth law (save the time of reader) implies the importance of quality in library services. The law emphasizes that library administration be information regardless of format, whether the user is in the library or at a remote location. Historically, the quality of library has been measured in terms of size- its collection, budget and manpower. Many librarians believe that quality is directly related to the size of the budget. In recent past, this concept has been changed towards the nature of the service rendered by the libraries and not merely on the collection and size. However, in the present day context, listening to the voice of the user is very important and the reliance on the library from users’ perspective. Service quality is one of the most talked about topics in the business as well as service sector. In services marketing literature, service quality is viewed as the comparison of what the customer expected prior to the use of services and the perceived level of services received. The foremost principle of quality management is customer focus, which means meeting and exceeding customer requirements and expectations. Although the concept of quality is not new, measuring service quality as a management technique has gained importance over the last few decades in service industries. The concept of service quality in the field of library science in Indian scenario is still in its infancy and very few studies of similar nature have been conducted in Indian library environment.

The primary objective of the study is to understand the nature of Technology- supported resources, facilities and services provided in libraries in Indian Universities (Karnataka State preferably) and assess quality of those services as perceived by customers/ users. The specific objectives of the proposed study are: 1. To find out the status of information, information technology and physical infrastructure in libraries in Indian Universities for meeting the ever growing demands of users; 2. To know the impact of Technology on library functions as perceived by library professionals and users; 3. To find out the status of computerization of university libraries; 4. To find out the participation and contribution of university libraries in various networks;

service quality ; 6. To know the problems experienced by librarians during technology adoption and their future plans; and 7. To suggest ways and means for bridging the gap to improve the situation, if warranted.

Although the objectives of the study are clear, there are chances that the study may deviate from them. Hence, it is necessary to have hypothesis running through the objectives. For the present study, the following hypothesis has been formulated: H0: Technology has a positive impact on libraries and is being embraced by more and more libraries. H1: The technology has a negative impact on the libraries and their adoption in the libraries brings major concerns. H3: 60% of the staff and students have a good impact of information technology in having library services.

NEED FOR THE STUDY

Availability of new facilities in libraries may increase the transactions and demand for services, which in turn require additional staffing, computing facility and larger collection. Meeting future demands for library services will require careful planning. Thus, an in-depth study of IT based facilities and services provided by libraries in Indian Universities would indicate the status of IT and serve as model for conducting similar studies in other states as well. This proposal is an attempt to undertake an in-depth study of technology-aided services and their impact on quality of services in university libraries. However, such a study would also be beneficial to know: 1. Awareness or otherwise of the librarians of the information technology will help policy/decision makers to take necessary decisions/ steps for coping up with the digital/ virtual libraries; 2. The current status and level of training and reorientation needed for the library staff in using the electronic media and IT products; 3. The study will be useful for such libraries who are in transition and are taking steps to switch over from their traditional roles and routines 4. The expectations and perceptions of the customers for appropriate services.

The review of literature was carried out to understand the recent developments of IT in LIS environment. The technology remains one of the primary drivers of the change in the ways that people work, seek information, communicate, and entertain themselves. In an academic environment, no unit has been transformed by technology than library. The libraries need to reorganize their physical space to make technology-enabled resources both more readily available and widely used. The penetration of technology in libraries is more visible since the invention of computers. Sun Microsystems in its white paper on Information Technology Advances in Libraries traces the evolution of library automation. According to paper, the automation process started its journey in 1970’s with the introduction of computing machines in the libraries for scientific calculations. The next phase was development of integrated library systems (ILS) to perform library functions. This trend required re-education of the library staff, significant cost, more powerful technologies and networking configurations that were no longer developed in-house. Frey traced ten key trends that are affecting the development of the next generation libraries: Communication systems are continually changing the way people access information; 1. All technology ends. All technologies commonly used today will be replaced by something new; 2. We have not yet reached the ultimate small particle for storage. But soon; 3. Search technology will become increasingly more complicated; 4. Time compression is changing the lifestyle of library patrons; 5. Over time we will be transitioning to a verbal society; 6. The demand for global information is growing exponentially; 8. We are transitioning from a product- based economy to an experience based economy; 9. Libraries will transit from a center of information to a center of culture: It will not only serve as an information resource, but much more, with the exact mission and goals evolving and changing over time. Davis and Stephenson highlights that ‘technological connectivity will transform the way people live and interact’ and ‘ubiquitous access to information is changing the economics of knowledge’. Whit latch in his paper reference futures depicts ‘outsourcing, the web and knowledge counseling as future scenario for library reference services’. National Assessment and Accreditation Council (NAAC), a body constituted by AICTE for accreditation of the institutions of higher education has published a manual in 2006 containing case studies of best practices in use of IT in library and information services practiced in leading libraries in India. The best practices reported in the manual are: Internet access; Broadband Internet Center; Dynamic library web-site; 24/7/365 access to e-resources; Free Internet browsing /cyber café; Library homepage; Access to digital depository through library web site; Access to internal digital documents; LAN and campus wide network; Integration of multilingual documents on web; Membership to local industry/entrepreneurs; Use of standards in database creation; CD mirror server; Digitization of manuscripts; Electronic surveillance; User feedback via library homepage; Web OPAC; Concession membership for outsiders; Digital repositories; CD NET server; Complete library automation; RFID. Morrison and Stein (1999) have discussed the role of the Universities and Colleges in preparing students to handle the rapidly expanding range of information formats. Information and knowledge are the high-value tools of the present age. The rise of the Internet has led to ‘free information services’. Lennon (1999) has looked at how ‘free’ information really is and whether we can continue to expect high-quality information to be available without cost using the Internet. Explaining what hybrid library is Garrod (1999) explained that the academic libraries and library staff need to adapt swiftly to the new learning environment. Scammell (2000) looked about the future of information. The changing information format and the access mode is the crux of the issue in this information age Impact of ICT and social exclusion in this information society.

RESEARCH METHODLOGY

Methodology in research is a way to solve the problem, to unfold the probable answer, and to test the hypothesis stated. As there are many roads leading to a city, likewise there are many methods to solve the problems of research. The main objective of this study is to understand the status of technology, resources, facilities and services provided in libraries in Indian Universities (Karnataka State preferably) and users’ perceptions of service quality in those libraries. The universities/ institutes included for the current study are those approved by UGC/ AICTE, New Delhi. The respondents include faculty members and senior research scholars. The criteria to be used to select the libraries for this study will be: The university should have PG courses for the past 10 years and Ph.D. courses for 5 years so that the library would have the experience of handling customer demands in a postgraduate and research environment; The faculty members and researchers are well acquainted with the pre and post technology period and well versed with the use of library services and facilities. The study will be carried out in three phases: PHASE1. Collection of data relating to the status of technology based resources, facilities and services provided by the libraries under study; PHASE2. Collection of data regarding customers/users’ assessment of service quality provided by the libraries under study; and PHASE3. It will be relating to data analysis, presentation of research findings. The respondents were asked about the impact of information technology on library services and how had it made so easy for them to access library services through questionnaire or interview method. A report was generated according to the feedbacks. The main purpose of the present study is to study the electronic sources and services provided to the users of Indian University Libraries. The questionnaire based survey method was used for data collection. Questionnaires were distributed to university librarians to get the information related their libraries. All of them returned the filled questionnaire but due to constraints of time, about 600 questionnaires were

survey, out of which 425 users responded. The analysis of the data for the present study was done by applying simple percentage.

• Boulding, William : A dynamic process model of service quality: From expectations to behavioral intentions. Journal of Marketing Research 30(1), February 2011: 7-27.

• Brown, Stephen W and Swartz, Teresa AA : Gap analysis of professional service quality. Journal of Marketing. 53(2), April 2010: 92-98.

• Bryson, Jo : Managing information services. Hampshire: Gower Publishing Ltd: 410-423.Cairncross, Frances : The death of distance. Boston: Harvard Business School, 2012.

• Clair, St. Guy : Total quality management in information services. London: Bowker-Saur Ltd: 49,127-135, 2012.

• Coogan, Elizabeth et al : Service to users Task Force Report submitted to Brown University Library in October 2010: 1-30.

• Cook, Collen and Heath, Fred M : User perception of service quality: A LIBQUAL + Qualitative study. ARL measuring service quality symposium. Oct 20-21 Washington;2012.

• Davis, Ian and Stephenson, Elizabeth : Ten trends to watch . McKinsey Quarterly. Web exclusive January 2010: p1-5.http://www.mckinseyquartely.com/article.

 Davis, Ian and Stephenson, Elizabeth : Ten trends to watch . McKinsey Quarterly. January 2012; p1-5. Download from http://search.epnet.com (EBSCO Database-BSP).