investigating information needs of library users: a case of bushbuckridge community library
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ABSTRACT
The purpose of this research is to investigate the information needs of rural communities in Bushbuckridge. Investing information of communities is vital because information plays an important role in enabling communities to meet their development needs, such as employment, education, health, safety, food security, and leisure. Libraries are therefore instrumental in helping library users to meet these needs. The study utilised triangulated (quantitative) and (qualitative) research methods. Participants in this study included 100 library users, four librarians and one library manager drawn from four local libraries through a combination of random (probability) and purposive (non-probability) sampling. The quantitative part of the study i.e. survey measured the perceptions of users on library services through questionnaires, while unstructured interviews elicited the experiences of librarians in addressing the information needs of library users in the four libraries of Bushbuckridge. Findings from the survey revealed, inter alia, that: most (65%) users had access to library services, although high travelling costs were a major barrier for those living in remote villages; a large number of users (60%) still depended on librarians to help them find information, while a growing number of users (33% had begun using computers and the internet to meet their information needs; the most important reasons for using the library were: assignments, study and careers, and, the majority of users in all four libraries were generally satisfied with the quality of the services rendered, although significant improvements were required in the supply of materials and water. Findings from interviews with librarians demonstrated that significant steps had been taken to address information needs of users across the four libraries. Common examples include: books and materials; computers and internet services; study groups; user training, and outreach programmes – although these were hampered by shortage of staff and vehicles. Cross-cutting problems included delays in purchasing of library materials; shortage of water and low perceptions about the benefits of library services in the community. In light of these results, it was concluded that information needs of library users had been partially met, with greater room for improvement in areas like human resources, information technology, transport and procurement systems and processes. The research findings have demonstrated that if provided well, library information services may help reduce the challenges of illiteracy,
poverty and unemployment in this area. In light of these findings, the study recommended, inter alia, that the skills of library staff along with procurement systems and processes be upgraded in order to satisfy the information needs of library users in the study area. The study further recommended that outreach programmes be scaled up to increase awareness in the community about the role and benefits of library services in facilitating community development, particularly in Bushbuckridge where challenges of illiteracy, poverty and unemployment continue unabated.
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TABLE OF CONTENTS
ABSTRACT…………………………………………………………………………………………………………. i
ACKNOWLEDGEMENTS…………………………………………………………………………………………………………. iii
DECLARATION…………………………………………………………………………………………………………. iv
DEDICATION…………………………………………………………………………………………………………. v
TABLE OF CONTENTS…………………………………………………………………………………………………………. vi
LIST OF FIGURES…………………………………………………………………………………………………………. ix
LIST OF TABLES…………………………………………………………………………………………………………. xi
ABBREVIATIONS…………………………………………………………………………………………………………. xiii
CHAPTER ONE: INTRODUCTION AND BACKGROUND……………………………………………………………………………………………………….. 1
- Introduction 1
- Background of the study……………………………………………………………………………………………………. 3
- Information needs of rural communities 4
- Role of libraries in community development 5
- Overview of the library services sector 6
- Legislation impacting library and information services 11
- Institutional Arrangements 15
- Overview of Bushbuckridge Local Municipality 16
- Problem Statement……………………………………………………………………………………………………. 26
- Purpose of the study……………………………………………………………………………………………………. 29
- Aim 29
- Objectives 29
- Delimitation of the study……………………………………………………………………………………………………. 29
- Structure of the report……………………………………………………………………………………………………. 29
Chapter 1: Introduction and Background…………………………………………………………………………………………………………. 30
Chapter 2: Literature Review…………………………………………………………………………………………………………. 30
Chapter 3: Theoretical framework…………………………………………………………………………………………………………. 30
Chapter 4: Research methodology…………………………………………………………………………………………………………. 30
Chapter 5: Presentation and discussion of findings…………………………………………………………………………………………………………. 30
Chapter 6: Summary, Conclusions and recommendations…………………………………………………………………………………………………………. 31
- Conclusion……………………………………………………………………………………………………. 31
CHAPTER TWO: LITERATURE REVIEW……………………………………………….. 32
- Introduction……………………………………………………………………………………. 32
- Defining literature review…………………………………………………………………… 32
- Information needs of library users……………………………………………………….. 33
- Access Barriers……………………………………………………………………………….. 35
- Information sources and flows……………………………………………………………. 37
- The role of libraries in meeting the information needs of library users………….. 38
- Studies on the information needs of library users……………………………………. 39
- Knowledge Gap………………………………………………………………………………. 41
2.11 Conclusion………………………………………………………………………………… 42
CHAPTER THREE: THEORETICAL FRAMEWORK………………………………….. 43
- Introduction……………………………………………………………………………………. 43
- Defining theory………………………………………………………………………………… 43
- Information Needs Theory…………………………………………………………………. 44
- Information Behaviours………………………………………………………….. 45
- Context………………………………………………………………………………. 45
- Human condition…………………………………………………………………… 46
- Strengths and weaknesses…………………………………………………….. 46
- David Ellis‘ (1989) information search process……………………………………….. 49
- Wilson‘s (1999) model of information seeking behaviour…………………………… 51
3.5 Conclusion………………………………………………………………………………….. 53
CHAPTER FOUR: RESEARCH METHODOLOGY……………………………………. 54
- Introduction……………………………………………………………………………………. 54
- Defining Research……………………………………………………………………………. 54
- Research Design……………………………………………………………………………… 54
- Triangulated qualitative and quantitative methods……………………………………. 55
- Justification of triangulated research……………………………………………………. 58
- Ontology………………………………………………………………………………………… 59
- Population and sampling……………………………………………………………………. 60
- Population…………………………………………………………………………… 60
- Sampling…………………………………………………………………………….. 60
- Data Collection Instruments………………………………………………………. 63
- Questionnaire………………………………………………………………………. 64
- Pre-testing of the questionnaire……………………………………………….. 65
- Strategies used to improve the response rate……………………………… 66
- Interviews…………………………………………………………………………… 67
- Interview themes………………………………………………………………….. 68
- The Research Process…………………………………………………………… 68
- Data Analysis………………………………………………………………………………….. 72
- Reliability and Validity……………………………………………………………………….. 73
- Limitations of the study……………………………………………………………………… 74
- Ethical considerations……………………………………………………………………….. 75
- Consent……………………………………………………………………………. 75
- Approval……………………………………………………………………………. 76
- Confidentiality and anonymity………………………………………………… 76
- Identity and privacy……………………………………………………………… 76
- Beneficence………………………………………………………………………. 77
- Respect……………………………………………………………………………. 77
- Justice……………………………………………………………………………… 77
- Significance of the study……………………………………………………………………. 77
- Conclusion……………………………………………………………………………………… 78
CHAPTER FIVE: PRESENTATION AND DISCUSSION OF FINDINGS………….. 79
- Introduction……………………………………………………………………………………. 79
- Overview of data presentation process…………………………………………………. 79
- Characteristics of the sample……………………………………………………………… 80
- Findings from the survey (quantitative research)…………………………………….. 80
5.1 Use of library services by gender……………………………………………….. 80
- Use of library services by age………………………………………………….. 81
- Knowledge of Library Services………………………………………………… 82
- Sources of Library Information………………………………………………… 87
- Frequency of Library Information……………………………………………… 88
- Access to Library Services……………………………………………………… 90
- Usage of library services………………………………………………………… 93
- Reasons for using the library 94
- Information-Seeking Strategies 96
- Quality of Services Received 97
- Analysis of qualitative data…………………………………………………………………………………………… 107
5.5. Steps taken to meet the information needs of library users…………………………………………………………………………………………………………. 107
5.6 Discussion of findings…………………………………………………………………………………………………………. 117
CHAPTER SIX: SUMMARY, CONCLUSION AND RECOMMENDATIONS…………………………………………………………………………………………………….. 122
- Introduction……………………………………………………………………………………………………. 122
- Conclusion……………………………………………………………………………………………………. 125
- Recommendations……………………………………………………………………………………………………. 126
- Improve information technology capacity across the four libraries 127
- Improve access to library services by providing transport to facilitate outreach 127
- Improve water and sanitation services to accommodate users 127
- Improve staff complement and support training 127
- Review and enhance procurement systems and process 128
REFERENCES…………………………………………………………………………………………………………. 129
Annexure 1: Questionnaire for library users…………………………………………………………………………………………………………. 149
Annexure 2: Translated version of the questionnaire…………………………………………………………………………………………………………. 153
Annexure 3: Translated Questionnaire – Sepedi…………………………………………………………………………………………………………. 157
Annexure 4: Interview Guide…………………………………………………………………………………………………………. 161
Annexure 5: Questionnaire for library staff…………………………………………………………………………………………………………. 163
Annexure 6: Approval to conduct study from Bushbuckridge municipality…………………………………………………………………………………………………………. 166
Annexure 7: Clearance from the Ethics Committee, University of Limpopo…………………………………………………………………………………………………………. 167
CHAPTER ONE: INTRODUCTION AND BACKGROUND
Introduction
―Information is increasingly becoming an important resource that contributes to the development of rural communities as it brings knowledge that enables them to meet their needs, e.g. health, careers, business, education and training‖ (Islam and Ahmed, 2012:1). Easy and affordable access to current, sufficient and relevant information ensures that rural communities gain the knowledge and skills necessary to enable them to participate and contribute to their own development (Moore, 2007; Kamba 2009 and Etebu, 2012). The information needs of rural communities are therefore important to providers of library and information services (Balit, 1996, Munyua, 2000 and Moshapo and Hanrahan, 2004 in Islam and Ahmed, 2012).
According to Ngulube (2012:1), ―libraries and librarians play a central role in organising and communicating knowledge. They are also an important part of the knowledge production and use chain.‖ Thus, as a source of knowledge or information, libraries and librarians must be able to ―meet the diverse and rapidly changing information needs of library userk2s/users, particularly in rural areas where such information tends to be scarce and/or limited‖ (Naidoo and Raju, 2011). This means that ―the information kept by library must be relevant, accurate, current and consistent with the needs of users‖.
―These needs must be assessed and appropriate strategies developed to ensure that library services meet them‖ (Wiese and du Plessis, 2014).
The above view is also supported by Islam and Ahmed (2012:1) who argue that ―as communities change so do the information needs of the people‖. Therefore, ―a library cannot continue to attract users without tailoring information and resources to meet the needs of the community.‖ One of the most difficult but necessary activities in the provision of community information is the assessment of the needs. This must be done regularly, for libraries and information centers to remain relevant Kaniki (1994). According to this author, ‗several factors impede assessment of community‘s
information needs and these include indifference of library personnel, genuine lack of staff and financial resources, and staff reluctance to conduct such assessments. Related and perhaps more critical is the lack of knowledge of assessment techniques and the difficulty of developing simple but reliable methodologies.‘
The United Nations Education, Scientific and Cultural Organisation (UNESCO) Public Library Manifesto (1994:1) describes a public library as a living force for education, culture and information and as an essential agent for the fostering of peace and spiritual welfare through minds of men and women. What is this means is that libraries can and should contribute to the holistic development of individuals and groups in rural areas, including Bushbuckridge which is the focus of this study. Balapanidou (2015:4) concurs with this statement when he says that public libraries have always been collecting, preserving and providing resources and services relating to the history and development of the local community – including library users.
According to the International Federation of Library Associations (2001:2), the primary purpose of the public library is to provide resources and services in a variety of media to meet the needs of individuals and groups for education, information and personal development including creation and leisure. They have an important role in development and maintenance of a democratic society by giving the individual access to a wide and varied range of knowledge, ideas and opinions.
It has been acknowledged that libraries play a key role in ensuring that rural communities achieve their educational goals. Community libraries in particular, have always been central to promoting literacy in the populations that they serve (Library and Information Services Transformation Charter, 2014:1-2). ―The provision of books and other media for leisure and personal exploration and fulfillment will remain a central part of the mission of library information services. The promotion of reading, for example, through family literacy projects, adult education programmes, teenage reading clubs, and storytelling and writing activities is vital. Knowledge and learning societies are
reading societies‖ (Dick 2009, in Library and Information Services Transformation Charter, 2014:1-2).
Against this background, this study utilises triangulation approach to investigate the information needs of library users in four local libraries of Bushbuckridge. The study is based on the assumption that libraries need to play a major role in addressing the information needs of rural communities by providing relevant, useful and tailored information that meet people social and economic development needs.
Background of the study
According to Kamba (2009:2), ―rural communities in Africa constitutes the larger percentage of the population whose information and development needs are not adequately met and consequently they have not been able to productively participate in the development process and enjoy the benefits thereof. ―Equity and justice requires that any programme for socio-economic development, whether general or in a specific sector, should cover and benefit all sections of the society, irrespective of race, caste, colour, religion, culture and other social, economic or political differences‖ (Kamba
,2009:2).Crucially, Cheunwattana (1998) notes that the majority of rural population in developing countries are poor and illiterate and are economically and socially disadvantaged and their information needs have not been receiving much attention. Supporting this view, Kamba (2009) and Chester and Neelameghan (2006) argue that rural communities in Africa constitute the larger percentage of the population whose information and development remain largely unmet; which hampers their socio-economic development.
In the case of South Africa, lack of library and information services in rural areas conflict with the national imperatives to which LIS services are aligned. According to the South African Libraries 20 Year Review Report (2014:1-8), ―these national imperatives include redress and equity, social and economic development, social cohesion, poverty eradication, diversity and responsiveness, nation-building, entrenching a culture of reading and developing a national literature in South Africa‘s indigenous languages.
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