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TITLE PAGE

 

BY

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--/H2013/01430
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SCHOOL OF ---
INSTITUTE OF ---

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APPROVAL PAGE

This is to certify that the research work, "communication as an effective tool in service delivery (a case study of federal polytechnic idah)" by ---, Reg. No. --/H2007/01430 submitted in partial fulfillment of the requirement award of a Higher National Diploma on --- has been approved.

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DEDICATION
This project is dedicated to Almighty God for his protection, kindness, strength over my life throughout the period and also to my --- for his financial support and moral care towards me.Also to my mentor --- for her academic advice she often gives to me. May Almighty God shield them from the peril of this world and bless their entire endeavour Amen.

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ACKNOWLEDGEMENT

The successful completion of this project work could not have been a reality without the encouragement of my --- and other people. My immensely appreciation goes to my humble and able supervisor mr. --- for his kindness in supervising this project.
My warmest gratitude goes to my parents for their moral, spiritual and financial support throughout my study in this institution.
My appreciation goes to some of my lecturers among whom are Mr. ---, and Dr. ---. I also recognize the support of some of the staff of --- among whom are: The General Manager, Deputy General manager, the internal Auditor Mr. --- and the ---. Finally, my appreciation goes to my elder sister ---, my lovely friends mercy ---, ---, --- and many others who were quite helpful.

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This paper examines the role of communication in effective service delivery in libraries and informationcentres of Federal Polytechnic Idah. Federal Polytechnic Idah Library was selected for the study and survey research design wasadopted. 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 toanalyze the results. The findings show that information flows from the Polytechnic librarian down thehierarchy and that ideas of senior staff are taken into consideration in taking decisions, written form ofcommunication is majorly being used for official matters. It was also found that communication is averitable tool in service delivery in the library and that poor educational background among others is abarrier to effective communication; and proper communication promotes job effectiveness and servicesdeliveringin thelibrary.

TABLE OF CONTENTS
COVER PAGE
TITLE PAGE
APPROVAL PAGE
DEDICATION
ACKNOWLEDGEMENT
ABSTRACT
CHAPTER ONE

1.  INTRODUCTION
2. Background of the study
3. Statement of the Problem
4. Aim and objectives of the study
5. Scope of the study
6. Researchquestions
7. Significance of the study
8. Limitation of the study
9. Definition of terms

CHAPTER TWO
LITERATURE REVIEW

1. REVIEW OFCONCEPTS
1. What is a service?
2. What is service delivery?
3. The Effective Service Delivery
2. REVIEW OF RELATED STUDIES
1. Barrierstoorganisationalcommunication

2.3      THEORETICALFRAMEWORK
2.3.1  Forms of communication
2.3.2 Written Communication
2.3.3 Non-verbal Communication
2.3.4  Effective Communication Skills
2.5      Relationship between effective communication and  service delivery
CHAPTER THREE
METHODOLOGY

1. Introduction
2. ResearchDesign

 Population ofStudy
Sampling Technique/Sample
Instrument for DataCollection
Datapresentationandanalysis

CHAPTER FOUR

1. DATA AND RESULT ANALYSIS
2. Demographicvariablesoftherespondents
3. DISCUSSIONOFTHEFINDINGS

CHAPTER FIVE

1. Conclusion
2. Recommendation

References

CHAPTER ONE
1.0                                                      INTRODUTION
1.1                                       BACKGROUND OF THE STUDY
Communication is vital part of human existence, as long as there is life, human being perpetually seeking to be heard and understood to look around us today, human being are always interacting with one another.
The person wishing to be heard and understood is the sender of the message. He generates meaning by encoding the message in a way he thanks it would be understood. The person who is the target of the message is the receiver. He listens to the messages, decodes, attributes meanings to it and sends feedbacks to the sender depending on the meaning he attributes to the message.
This is why communication has been described as the process of generating and attributing meanings in an organization setting, nothing can be achieved without communication, because organization exists to accomplish goals that a single individual cannot tackle. It is then compulsory for interaction of all sorts to take place on organization.
Communication in organization is the transfer of information between manager and his staff. It is a necessary process in directing the efforts of others towards the achievement of results. If management entails getting things done through people, communication is the essence of it, for without effective communication no one would know what they are supposed to be doing, Nor would there be any basis for answering questions solving problems, obtaining feedback or measuring result.
The role of effective communication in any organisationcannot be over emphasised most especially in librariesandinformationcentres of any institution.Librariesareestablishedtoachieve set goals and objectives. It is obviously clear thatrealizing the objectives effectively predicates on effectiveand adequate communication of policies and proceduresthat will sustain the organisational efforts towards theirgoals. Communication as part of the managerial task isthat which involves the symbolic manipulation of ideals inorder to bridge the understanding between one personand other(s). This is done with the intention of reducinguncertaintyaboutsomereferent,solveaparticular problem, confirm or obtain support for a position, controlsituationinlibraryandinformationcentresortorespondto someone else’s communication. Communication as atool towards achieving individual and organisationalgoalsandobjectivesfacilitatesthesharingofinformation,experienceandknowledge,transmissionofideas,decisions, information, coordination and interpretations ofactivities. It helps to provide all categories of employeeswith unity of direction, a sense of shared expectations,feelings and attitudes that are essential ingredients forsustaining group effort and attainment of organisationalgoalsandobjectives(Itodo,2007).
Communication plays an important role in carrying outvarious activities that are geared towards meeting theinformationneedsoftheuserssuchasacquisition,cataloguing,classificationanddisseminationofinformationtovariouslibraryusers. Forinstance,toacquire information materials in university library, be itprint ore-resources, the acquisition librarian needstocommunicate with different faculties and departments toknowthematerialsthatwouldbestmeetinformationneeds of both the students and the faculty members. Anylibrarianwhothinkshecangoaheadandacquireinformation materials without proper communication withthe clientele would be far from being termed 21st centurylibrarian.Apartfrom communicating withusers,hestillhastocommunicatewiththerelevantauthoritytoascertainthepercentageoftheresourcestobechanneledtoprintand whatgoestoe-resources.
The goal of the library is to make information accessibleto the users. The process is not complete without thecataloguingandclassificationoftheseinformationmaterials.Todotheseeffectively,theremustbeaneffectivecommunicationamong theprofessionalsandpara-professionalsinvolvedintheprocess.EffectivecommunicationaccordingtoAfinotan(2009)mustbeunderstood as; the meeting of the minds between thesenderandthereceiver,ontheparticularinformationbeingtransmitted.When thereisan effectivecommunication in the cataloguing and classification process, thegoalofclassifyingbooksaccordingtosubjectandaccording to the form in which the subject is presentedwouldbeachieved;booksandotherinformationresources would be classified where they will be mostuseful.
1.2      Statementoftheproblem
Communication,whichisabasicskillrequiredinrendering information services in library and informationcentres of any institution such as Idah Polytechnic,hasnotbeenaccordedanecessarypriority.Mostimportantly,librariansandotherinformationprofessionalshavenotseen itasaveritabletoolinrendering effective services. It is unfortunate that some oftheinformationprofessionalsandothersupportstaffinthe library cannot communicate well with users due totheir poor master of the English language which is anofficiallanguageofcommunicationorduetowrongperceptionthattheyarenotunderanyobligationtoeffectively communicate with users. It is sad enough thatusers who are the central focus of information servicessometimes fail to communicate effectively with referencelibrariansandotherlibrarystaffduetopoorcommunication skillsand anticipatednegative responsesfromthelibraryworkerstherebymakingtheirinformationneeds not to be met. Poor communication system amongworkers is slowing down the pace of work and increasingorganizationalconflict.
1.3      Aim and Objectivesofthestudy
The main aim of this study is the study communication as an effective tool in service delivery using libraries and informationcentres of Federal Polytechnic Idah as a case study
Thisstudyaims atachieving thefollowing objectives:

1. TofindoutthepatternoforganizationalcommunicationinFederal Polytechnic Idahlibrary;
2. Todeterminethemethodofcommunicationinthelibrary;
3. ToevaluatetheimpactofcommunicationonservicedeliveryinFederal Polytechnic Idah;
4. Toascertainthebarrierstoeffectivecommunicationin Federal Polytechnic Idahlibraries;
5. To find out the perception of staff about communication Federal Polytechnic Idahlibrary.

1.5      Researchquestions
This study seeks to provide answers to the following questions:

1. Whatistheflowoforganizationalcommunicationin FederalPolytechnic IdahLibrary?
2. What method of communication is predominately beingusedinlibraryadministration?
3. Whatarethebarrierstocommunicationinlibraryandinformationcentres?
4. What are the perceptionsofstaff about communicationinFederal Polytechnic IdahLibrary?

1.6      Significance of the study
            Communication has always been and still is an important aspect of daily living. More than ever before, its importance is heightened by the fact that the whole world is more interrelated than in the past, due to the development of organization.
Most only thus, the amount of industrial unrest that is evident today underscores this point, besides the term generation gap signifies failure in communication between various age groups in the society.
Evidence all around us and our personal experience suggest that effective communication is not easy even though very desirable.
1.7      Scope of the study
            There are lots of communication principles used in most organization settings, but this research work will be restricted to communication variables, methods of communication and types of communication.
The researcher will especially covers the communicationin Federal Polytechnic IdahLibrary.
1.8      Limitation of the study
            The researchers have been limited to communicationin Federal Polytechnic IdahLibrary.
The findings from this case study will be used to present the communications used in higher institution in Nigeria.
The limitation of this study is not an easy task to undertake a research work in any field of human endeavour. Ours is not an explanation, such problems like finance, secrecy, the size of the establishment and time, have all contributed to the narrowed result.

1. Finance:The researchers did not find it easy going from one department of Federal Polytechnic IdahLibrary every time before they could get the title data and because the researchers were running shorts of funds, the visit could not be intensified
2. Size of the establishment: the researchers only covered communicationin Federal Polytechnic IdahLibrary out of the other department of the school.
3. Time: The time allocated for this research work is too short and coupled with other academic work which the researchers has to face, thereby reducing the researchers  work to minimum.

1.9      Definition of terms

1. Communication: peter little (1977) defined communication as the process by which information is transmitted between individuals and organizations so that an understanding response results.
2. Organization: It can be define as the vehicle, by which large scale effort are blends efforts together in pursuit of a major objective.

Development: Development can defined as the process of giving adequate training to the employee procured in an organization in other to increase communication.

CHAPTER FIVE

Conclusion

Communicationisneededinmanyorganizationalfunctions,bothinternalandexternal.Theformthecommunication takes may be oral but, more often, it iswritten. In small businesses, much communication can beoral, often face to face. As organizations grow in complexity and number of members, more messages must bewritten. They would be forced to use more impersonalmeansofexchanginginformation,suchasmemos,reports and bulletins and newsletters. In rendering libraryservices,boththeusersandthelibrarystaffmustcommunicate effectively to know their information needsandthematerialstomeetthem.
5.2    RECOMMENDATION

Effortsshouldbemadetotacklevariousbarrierstoeffectivecommunicationamong library staff and with the users. Librarians andotherlibrarystaffshouldtakeadvantageofweb2.0technologytoimprovecommunicationwithusersinmeeting their information needs and among library staffforoptimumbenefitsoftheorganisation.

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