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THE EFFECTS
OF INFORMATION TECHNOLOGY ON THE PERFORMANCE OF THE SECRETARIES IN THE FRONT
OFFICE
ABSTRACT
The study
examined the effects of information technology on the performance of
secretaries in the front office. Survey research design was adopted in the
study in order to assess the opinions of the selected respondents with the use
of 13 item questionnaire. Three research questions and hypothesis were raised
to guide the study. Data obtained were analyzed using simple sample techniques,
frequency and percentages while hypotheses were tested using Chi Square. The
findings of the study showed that ICT application has impacted positively on
the secretarial profession. It was also noted that the adoption of ICT has
reduced the employment rate of secretaries and those employed stand the chance
of retrenchment. Finally, it was also noted that most secretaries do not
encounter problem using ICT but the maintenance and procurement is a problem.
Based on the
finding, the following recommendations were made that organization should make
adequate provision for ICT and necessary infrastructure should be provided so
that the secretaries will be efficient and accurate in the performance of their
duty, the secretaries should endeavour to update their knowledge as at when due
so as to be well abreast of the modern office equipment, Efforts at training
students/ pupils on ICT as a course should be intensified in the school
curriculum and proper awareness and enlightment programme should be provided.
CHAPTER ONE
INTRODUCTION
1.1
Background of the Study
Information
technology (ICT) is generally regarded as the fourth industrial revolution in
the world (Asakpa, 2003). Indeed ICT has become the gateway to the modern
information skills and orientation (ISO) which distinguish the world order. ICT
in secretarial field can be understood as the application of digital gadget to
all aspects of secretarial duties. Within the context of secretarial
profession, ICT is described as the combination of technology for collecting,
storing, processing, file management, diary keeping, communicating and
delivering of information relating to secretarial processes (Oladimeji 2003).
The spread and efficiency of ICT is critical to the achievement of secretarial
goal (Obanya 2002). ICT involves the application of all aspect of the use of
computer, micro electronic devices, satellite and communication technology.
The national
policy on ICT (2001), describe ICT as any equipment that is used in the
acquisition, storage, manipulation management, control, display, switching and
transmission of information. In other dimension, ICT is conceptualized as
communication in whatever forms used, assessed, relayed and transmitted to
communicate, send and receive information. Application and utilization of these devices converts information, text,
messages, sound and motion to digital form. In an office situation, ICT
influences the secretarial behavior of the secretaries through training
and retraining. It is an integral component
of secretarial duties. Since the role of a secretary involves managerial and
clerical function.
The
potential of ICT as an effective tool to promote efficiency and meet present
day secretarial challenges in the organization is not in doubt. The federal
government of Nigeria approved a national ICT policy in March 2001 and
implementation started in April of that same year. With the establishment of
the National Information Technology Development Agency (NITDA), charged with
the implementation of the policy, the federal government recognized that
private service providers have enormous capacity for ICT services. Accordingly
government setup the Nigeria National ICT for development of ICT4D, strategic
action plan committee to develop a new road map for the nation.
ICT has
positively affected the secretarial profession in all ramification such that no nation can
escape this transforming movement driven forward by the engines of the internet
and the modern day invention like the computer, fax machines, GSM and so on.
This implies that secretaries for the survival of their profession now
have to put their very destines in ICT.
Recent findings, have shown that the introduction and application of ICT into
the secretarial profession improved the
performance of the secretaries in every organization. Recent studies have shown
also that the application of ICT makes the secretary work less and accurately
(Ogunsiji and Aregbe 2010). Lasisi (2005) is also of the view that ICT has
upgraded the function of a secretary and
has removed the boredomness of using a typewriter. The cyber revolution has
started to redefine secretarial profession, creating new self Image,
creativities and innovation, and an ever expanding technological framework.
However, the new challenges of ICT and the excitement they are causing do not
seems to permeate the entire society.
In early
modern time, numbers of nobles have secretaries
who functioned quite similarly to those of the present day. They are men
who had good command of several languages including Latin, and were required to
have what we could consider today as a broad generalized education. Following
the renaissance, men continued to dominate clerical and secretarial roles until late 1880’s when the new writing
machine was invented that welcomed the entering of women into the profession.
In 1942, the
National Secretaries Association (NSA) was formed (now know as the
International Association of Administrative professional).NSA first
administered the certificate of professional secretaries examination in 1951.
The history of secretarial profession in Nigeria can be traced back to the
arrival of the missionaries and the colonial masters.
Information
technology have restricted the role of the secretary through the elimination of
monotonous aspect of paper holding and filling. As a result, the secretary
would likely have more time for work that involve human behavioural aspect.
There is no doubt about the fact that ICT has contributed greatly to the
secretarial profession. The coverage of this research work is to examine the effect
of information technology on the performance of secretaries in the office.
1.2
Statement of the problem
Defficiency
of the typewriter and the duties of the secretary in the office has affected
the organizational framework directly and indirectly, which slows the
efficiency of the front office. There has been a lot of research efforts in
other to recommend or find a lasting solution to the challenges of the
secretaries in the office but their are still lapes. This study examines the
effect of information technology on the performance of secretaries in the
office.
1.3 Purpose
of the Study
1. To examine the impact of information
technology on secretaries in offices.
2. To examine the problems of information
technology to the secretarial profession.
3. To identify how the application of ICT has
promoted efficiency of the front office.
1.4 Research
Questions
1. To what extents has the use of ICT impacted on the secretarial
profession and individual secretary.
2. What are the problems encountered by
secretaries in their use of ICT.
3. Can the adoption of ICT in an organization
lead to retrenchment of secretaries in an organization.
1.5 Research
Hypothesis
1. Problems encountered by secretaries will not
significantly affect their use of ICT.
2. The use of ICT has no significant impact on
the secretarial profession and the individual secretary.
3. There is no significant relationship between
adoption of ICT and retrenchment of secretaries.
1.6
Significant of the Study
- It is intended to study the effect of ICT
on the secretaries and indentify factors that do not allow for better performance
of the secretaries.
- This study will also create awareness to
the individual secretary as it will
enlighten them on the roles of ICT in the desk office.
- The study will identify what lesson need
to be learned on how ICT lessons can be
applied in a consistent way in order to
help secretaries put up good secretarial attribute in the performance of
their duties.
- The study will also assess the effect of
ICT in the office and on the secretaries and profer solutions.
1.7 Scope of
the Study
With regards
to the project topic in question, the research has been narrowed down to Straco
Insurance Company, Zenith Bank, University of Lagos, Yaba Local Government
office and Shomolu Local Government office.
1.8
Limitation
There are
many difficulties encountered by the researcher in gathering useful information
for this study, It is limited by time, material and financial constraints.
1.9
Definition of Terms
Some key
concept in the research work are hereby defined for better understanding of the
reader.
Information
Technology
It is used
to lower the range of information in various forms in particular to computer,
digital electronic and telecommunication.
Secretary
An
administrative assistant who has good mastering of office skills and ability to
assume responsibilities without direct supervision, displays, initiatives,
exercise judgement, makes decision with the scope of his/her ability.
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