AN EVALUATION OF THE CONTRIBUTIONS OF ICT TOWARDS

INCREASED SECRETARIAL PRODUCTIVITY IN PUBLIC

ORGANIZATIONS IN EKITI STATE

BY

AGBRO EJIRO JUMOKE

FPA/OT/18/3-0069

SUBMITTED TO

DEPARTMENT OF OFFICE TECHNOLOGY AND MANAGEMENT,

SCHOOL OF BUSINESS, FEDERAL POLYTECHNIC ADO-EKITI, EKITI
STATE.

A RESARCH PROJECT SUBMITTED IN PARTIAL FULFILLMENT OF

THE REQUIREMENTS FOR THE AWARD OF HIGHER NATIONAL
DIPLOMA (HND)
IN OFFICE TECHNOLOGY AND MANAGEMENT

JUNE,2021

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 ABSTRACT
The study examines evaluation of Information and Communication technology towards
secretarial productivity using Federal Polytechnic Ado and Ministry of Works Ado-Ekiti as a
case study. The quality of secretaries available is a function of reliable and acceptable reporting
framework that will improve productivity in the institution. The study finds out the extent that
information and communication technology (ICT) has enhanced the secretaries’ productivity in
public organization; To find whether these Information Technology tools actually improve their
productivity. Determine the productivity level of the organization since the inception of
Information and Communication technology has been adopted. The primary data was obtained
through a well-structured questionnaire administered to One-hundred (100) and the data
obtained were analyzed with simple percentage and frequency. The study found that the usage of
Information and Communication Technology as greatly impact on organization and secretarial
productivity in Nigeria. Based on these findings, it was discovered that information and
communication technology has contributed immensely towards the productivity of the secretary
in any organization major the public organization. On the conclusion the Ministry of Works and
Federal polytechnic have sufficient modern office equipment and technologies which will be able
to product accurate goal of the organization and also multiply their productivity; recommend
that to be successful, firms typically need to adopt ICT as part of a “system” or “cluster” of
mutually-reinforcing organizational approaches; find that while ICT is productive on its own, it
is more productive in firms that combine high levels of ICT with high levels of organizational
changes in the areas of production and efficiency practices; Secretary must be able to use
information and communication technology tools as to bring more ease to their work and also
increased organizational productivity.

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 CHAPTER ONE
INTRODUCTION
Background to the Study
Information and Communications Technology (ICT) is the technology that supports

activities involving the creation, storage manipulation and communication of information,

together with the related methods, management and application (Russet, 2016).

In other words, ICT enables us to record, store, process, retrieve and transmit

information. It encompasses modern technologies such as computer, telecommunication,

facsimile and micro-electronics. Older technologies such as document filling systems,

mechanical accenting machines, printing and care drawings are also included in the term

information and communication technology. Information and communication technology in

today’s world according to Russet (2016) refers to those technologies that determine the

efficiency and effectiveness of communication devices and the devices that allow us to handle

information.

The office worker, including the secretary, expects certain support from the organization

into which he/she is employed. This support can be technological (machines and equipment) and

human. In offices of the past, manager’s dictated memos and letters and secretaries typed them.

Most recently, business have developed word processing centers and relied on personal

computers and even electronic mail in an effort to lessen the need for secretarial support and

make the employee-secretary very productive (Ezoem, 2015; Osuala, 2014).

Today’s secretaries are exposed to office technology including the internet that make

work much easier and knowledge more accessible (Edwin, 2018). It is now easier to send

messages by telex, electronic mails (e-mails), fax and telephones due to contribution Information

and Communication Technology (ICT) has brought. This is the era of computers and information

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technology which has become an enabler of greater convenience. Secretaries now have many

technologically advanced office gadgets to ease their jobs and enhance proficiency and

productivity leading to improved access to goods and service.

Word processors with milt-purpose facilities, computers and other sophisticated office

machines and equipment are now provided by employers. Some of the physical equipment used

by secretaries includes computer communication equipment and electronic pocket organizers

(Lucas, 2017). New technological equipment that has altered the procedures and technique for

office functions include the computers, electronic mail/ commerce, voice mail, and the Internet.

A secretary is an office-staff who combines the mastery of secretarial skills of

typewriting and shorthand with office routine functions (Adewale, 2020).

Mayer (2017) defines a secretary as an executive assistant, who possesses a mastery of

office skills, demonstrates the ability to assume responsibility with or without supervision,

exercises initiatives and judgment and makes decision within the scope of assigned authority. It

means that a qualified secretary should have a wide knowledge of business acumen, versatile

knowledge in accounting, personnel, office practice, communication and inside knowledge of the

operation of all departments within the organization where he works, unlike a half-baked

secretary who possesses only knowledge of shorthand, typewriting and basic office practices.

The advent of the word processor has helped to make the secretarial career path cleaner.

Statements of the problem

The basic problem of this study is to evaluate the contributions of information and

communication technology (ICT) towards the increased secretarial productivity.

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 In modern times, it is not uncommon to find some organizations still subjecting

secretaries to the use of manual typewriters. When secretaries are not provided with efficient and

effective working tools, productivity is definitely bound to be low.

Purpose of the Study

The purpose of this study is to model a critical analysis of the contribution of information

and communication technology (ICT) towards increased secretarial productivity. This research

work will look at;

i. The extent that information and communication technology (ICT) has enhanced the

secretaries’ productivity in Public organization.

ii. To find whether these Information Technology tools actually improve their productivity.

iii. To determine the productivity level of the organization since the inception of Information

and Communication technology has been adopted.

iv. To find out whether the training received at school by secretaries is adequate to enable

them perform in an automated office

Research Question

This study will make use of these research questions designed by the researcher to enable

him reach conclusions such as:

i. How has information and communication technology (ICT) has enhanced the secretaries’

productivity in public organization?

ii. Does information technology tools actually improve secretaries’ productivity?

iii. What is the level of the organization since the inception of Information and

Communication technology has been adopted?

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iv. Is the training received at school by secretaries is adequate to enable them perform in an

automated office?

Significance of the Study

This study will be of great value to the professional Office managers/secretaries and

society in general as well as public organizations. The knowledge exerted from the study will be

beneficial to Office secretaries in the discharge of their duties and will definitely encourage new

innovations in Information and communication technology on the part of the implementers

The trends in use of Modern machines and growing urge of everybody to known and

experience, to enjoy the distinctive features of a technological society are rapid. This had

instigated the researcher to have vested interest in this topic so as to find. Out how satisfied the

secretaries that are using these modern office machines are and how efficient they use them in

their work places to reduce their manual operations and physical activities in offices. The

outcome of this study will be beneficial to the following:

1. To secretaries, because it will create tremendous impact on their duties.

2. To the suppliers of this modern office machines, as this will fetch them money, if their

product’s performance creditable.

3. To prospective secretaries who are yet to join the labour force to become aware of the

importance of possessing a mastery of skill of Information technology equipment.

4. To the readers of this work especially to students because it will be a source of added

knowledge to them. Finally, this study will provide a foundation for future researches as this will

serve as a motivation for many researchers to further examine other aspects of the subject matter.

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 Scope of the Study

This study is restricted to the evaluation of the contribution of Information and

Communication Technology towards increased secretarial productivity. However, the scope of

this study is limited only to public organizations in Ekiti State.

Definition of Terms

Administration This is a social process concerned with identifying

maintaining, motivating, controlling and unifying

formally organized human and material resources

within an integrate system designed specifically to

activate predetermined objectives.

Application This is the usage of computer software designed to

assist the users to perform specific task related

to records keeping and retrieval.

Electronic Learning: (E-Learning) It is an electronic delivery and administration of

learning opportunities and support via computer

network and web-based technology.

Office Managers These are business professionals who are

responsible for a diverse set of administrative tasks.

Information and Communication

Technology This refers to those technologies that determine the

efficiency and effectiveness with which we

communicate and the devices that allow us handle

information.

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 CHAPTER TWO
REVIEW OF RELATED LITERATURES
Who is a Secretary?
According to Wood (2017), a secretary or an administrative assistant is a person whose
work consists of supporting management including executive, using a variety of project
management, communication, and organization skills. This function may be entirely carried out
to assist one other employee or may be for the benefits of more than one. In other situation, a
secretary is an officer of a society or organization who deals with correspondence, admits new
members, and organizes official meetings and events.
A secretary performs many administrative duties. Traditionally, these duties are mostly
related to correspondence, such as typing of letters, maintain files of paper document, etc. the
advent of word processing has significantly reduced the time that such meeting require, with the
result that many new tasks have come under the purview of the secretary. These might include
managing budgets and doing book keeping, maintaining website, and making travel
arrangements.
According to Marshal et al (2017), a secretary is somebody employed as a personal assistant
normally to one individual (an executive) who maintain a highly responsive relationship with the
day-to-day work activities of the supervisor.
A secretary is a person who is employed to help in an office, and help the people in charge of
the office to do their job. By definition, the main task of the secretary is to keep organized paper
and electronic files for the business, school, hospital, or government agency. The common jobs
that secretaries do are answering telephone; typing and writing letters, plan and schedule
meetings with quests; and manage the website of their office. In different work places, and foe
different reasons, a secretary may also call an administrative assistance receptionist, clerk, or
executive assistance.
In the past, most secretaries were men; today 98% of secretaries are women, according to the
USA census. In 1952, several groups, for example, the National Secretaries Association (NSA),
founded Secretaries’ Day. Which is normally celebrated in the 4th week of April? It has been
renamed as “Administrative Professionals Week” to represent the more challenging roles of
Secretaries Day.

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These are the following trait of a secretary
a. Efficient: The secretaries who perform their job quickly and efficiently contribute to the
bottom line, making them indispensable.
b. Discrete: Since legal secretaries handle confidential client files and data, discretion is
essential.
c. Flexible: The manager appreciates secretary who is flexible and adaptive.
d. Tactful: The secretary, who handles these issues with diplomacy and tact, smoothing over
differences or forging solutions to work place disputes, will become invaluable member in
an organization.
e. Pleasant: The secretaries with a pleasant demeanor and positive attitude, who are able to
accomplish job objectives, and who are friendly to co-workers and courteous to clients will
go far in the work place.
f. Patient: A secretary must be able to handle all personality types and work challenges with
patience and grace.
g. Loyal: A secretary must be trustworthy and maximum loyal to his/her superior.
The Duties and Responsibilities of a Secretary
The basic secretarial duties that are required of a Secretary are:
i. A good secretary is responsible to daily routine work of the office e.g. opening and
sorting of mails, filling, updating or keeping accounts records.
ii. A good secretary is responsible to maintaining effective records and administrative e.g.
names, address, telephone number, etc.
iii. A good secretary is responsible to communication and correspondence e.g. newsletters or
leaflets.
iv. A good secretary is responsible to upholding the legal requirement of governing
documents, charity law, etc.
v. A good secretary is to support the chair in ensuring the smooth functioning of the
management committee.
vi. A secretary needs to prompt, neat, and efficient.
vii. A good secretary must be able to make travel arrangement and term reservation, etc. for
the boss.

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viii. Preparing in conjunction with the boss, notices, agenda or meetings, report, minutes of
the meeting and seeing to effective organization of meetings, conferences by making
adequate arrangement for transportation, lodging as well seating arrangements at
conference centers etc.
ix. A good secretary must be able to give advice and thinks on how to best handle the job.

Information and Communication Technology (ICT)

For decades now, fast changes have been taking place in all aspects of human life

including the office environment. This is as a result of technological advancement. Every office

in today’s business world (public or private sector) requires facts and accurate information for

quick decision-making. The office worker, including the secretary, expects certain support from

the organization into which he or she is employed. This support can be technological (machines

and equipment) and human. In offices of the past, manager’s dictated memos and letters, and

secretaries took shorthand notes and later transcribed them by hand or through the use of

typewriters. Most recently, business have developed word processing centres and are related on

personal computers and even electronic mail in an effort to reduce the need for secretarial

support and make the employee-secretary very productive (Osuala, 2017).

Technological innovations have brought changes in all areas of human endeavour. Idih

(2015) is in support of the above assertion and add that these changes are growing rapidly with

accurate acquisition of knowledge and skills that are essential to capture the competitive

advantage and remain viable. In confirmation of this assertion, Agbamu (2015), states that these

technological changes have made traditional office function to be out modelled. In the same vein,

Boladale (2018), stated that the introduction of sophisticated office technology equipment like

computers, word processor and other information resources coupled with new management

techniques have completely changed old work habits in the office and triggered off new business

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orientation, which declines of the older methods of business transactions. These changes are

mostly driven by information and communication technology (ICT).

In supporting this view, Konni (2012), defined Information and Communication

Technologies (ICT) as the technology that supports activities involving the creation, storage,

manipulation and communication of information together with the related methods, management

and application. In addition, the author listed the various tools used in ICT to include; computer,

telephone, television, radio, computer networking, internet which offers such services as video

conferencing and e-mail among others. Such systems can improve the collaboration and

productivity of end users and work groups by significantly reducing the time and effort needed to

produce, distribute and share business communications. Similarly, Lasher, Blake, and Sirkka,

(2017) are also of the view that office communication systems are the central nervous system of

today’s organisations. The author listed the following as office communication systems like

electronic mail, voice mail, bulletin board systems and facsimile enable secretaries to send

messages in text, video or voice form in seconds. This form of communication enhances the

communication and coordination of work groups in an organisation.

Meanwhile, Ikelegbe (2017) is of the above assertion and add that Information and

Communication Technology (ICT) has all the modern systems for processing information in

data, text, image and voicemail. The author stressed that ICT embraces all the technologies that

support activities involving the creation of data, storage, manipulation and communication of

information, including other methods, procedures, management and application. From another

perspective, Butcher (2017), described information and communication technology as electronic

technologies for collecting, storing, processing and communicating information. Rai and

Bhattacharya (2015) agreed that, Information and Communication Technology (ICT) is one of

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the key technologies of our age and has had a great effect on every aspect of modern society

including administration.

Furthermore, Osinem and Nwoji (2010) emphasised that Information and Communication

Technology (ICT) has substantially changed the world by creating new patterns of social and

economic interaction and transforming lifestyles, work and communication. From the day the

computer moved from the mainframe to the mainstream, it had been assumed that the

introduction of Information and Communication Technology (ICT) would make office work

more interesting and more productive. Typewriters are disappearing in favour of word

processors, and spreadsheets are replacing calculators. The way organizations operate, has

changed, surely for the better (Ayandele and Adeoye, 2017).

In addition, Information and Communication Technology, according to Akinyemi (2018), have

become universal with current and future social and organizational development. The role of

these technologies in national development is undeniably significant. As the positive effects of

ICT have continually been noticed and developed in work places, it has become essentially for

secretaries to embrace these technologies. The United Nations Development Programme (2016)

refers to ICT as a powerful facilitator of development because of the significant impact on the

economic, scientific, academic, social, political, cultural and other aspects of life. Expatiating

further, Chukwumezie (2015) is of the opinion that ICT has integrated the world into a global

village, thereby making the processing, production, marketing and consumption of knowledge,

skills, goods and services very easy without distance barrier. The author went further to states

that ICT has changed the equipment and work groups. Of course, no secretary today would like

to work in an office where information processing and other secretarial activities are done

manually. So, the manual office is gradually given way to the ICT- based office. Investment in

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networks of computer - based workstations and other automated equipment is transforming

traditional manual office methods and paper communications media. This transformation has

resulted in the development of automated systems that rely on electronic collaboration and

communication networks, text processing, image processing and other information and

communication technologies.

Information and Communication Technologies have significantly changed the way

companies do business. Prior to the use of personal computers in offices, secretaries or

administrative assistants typed letters, created reports, and organized information in files. Now

most office workers have personal computers and take responsibility for these functions, as well

as many more. Employees key their own letters and e-mails, create spreadsheets, graphs, and

multimedia presentations, and keep their files on computer networks (Eze, 2000). Information

and Communication Technology (ICT) allows to easily create, collect, store, use knowledge and

information; it enables easy connection with people and resources all over the world, and it

helps people and organisations to collaborate in the creation of knowledge and to distribute and

benefit from knowledge products (Law and

Quale, 2017). In the view of O’Brien in Ayandele and Adeoye (2010), ICT is an organized

combination of people, hardware, software, communications network and data resources that

collect transform and disseminate information in an organization. Global changes also put

pressure on all groups to consistently acquire and apply new skills for ICT.

The Challenges of ICT and Office Technology Secretaries

Organizations require from office secretaries high degree of effectiveness, efficiency, accuracy,

speed, timely performance and delivery of task, increase productivity and many more. It is

therefore, imperative and inevitable for prospective, new entrants and existing secretaries into the

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world of work to be well prepared in order to meet and deliver their job performance effectively

and efficiently as expected towards contributing to the achievement of organizational objectives.

Secretarial profession has become more vastand highly demanding than it used to be in

the past hence, the need to change from the use of archaic and slow manual office equipment and

machines to highly sophisticated ones which include ICT resources, internet etc. in order to

enhance their productivity and efficiency in the office. Since secretarial and ICT skills are those

abilities that will enable the secretary to perform office duties most effectively, therefore, skills

required of office technology Idele Emezanena Fredrick managers/secretaries need regular

evaluation for current update wherewithal to meet the changes of time.

Solutions to Challenges Posted by ICT on Secretaries

The knowledge of training the old workforce acquired have become obsolete because of

changing requirements, the existing work patterns and practices need to be updated more or less

continuously to keep pace the with the prevailing technological development. Babangida (2018)

puts it more clearly, ‘you should avoid the fatal mistake of proverbial dinosaur which lived on it

its past glory, refused to learn new methods, failed to adapt to changing times and which had to

face definite extinction.

Secretaries need to be on the new techniques in managing information using the latest

information and communication technologies. This will go a long way in improving their skills

and efficiency. Secretaries’ trainers in institution of higher learning need to be trained and

retrained with the new technology to stay professionally above board and impact the much-

needed technology skills on prospective secretaries.

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How Information Communication and Technology Improves Organization’s Productivity

1. It enables more effective communication.

Communication in the workplace (or lack thereof) has long been a driver of productivity.

Whether it’s through meetings, emails, or otherwise, people need a way to share thoughts, ideas,

and updates with one another to keep things on track.

To remedy these issues, her team implemented a communication tool. “We started using Slack

instead of holding regular meetings or making random calls to one another. We were then able to

easily ping someone with a question and update everyone at once. This also cut down our email

load considerably. Overall, we’re all much happier and more efficient.”

2. It allows teams to streamline and customise workflows.

A communication automation tool, which filters the events based on rules we developed. There’s

then one more push to our customized Slack message boards, which notify the relevant team

members about the events and what actions they should take. While it took some time and effort

to create this workflow, the increased productivity due to technology was worth it.”

3. It increases and enhances collaboration.

Collaboration is a key driver of productivity, and technology has made it much easier to

connect and work together. (Tweet this!) “Solutions that enable teams to discuss, plan, execute,

and track work all in one place are especially valuable. The less friction you have when

collaborating, the more teams can focus on getting work done. This ultimately results in greater

productivity,”.

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4. It enables the automation of manual tasks and promotes higher-value work.

Work often consists of monotonous tasks that require little thought. Luckily, you can now

automate those tasks with technology.

“There are two big ways we automate. First, we developed a custom estimation software that

improves our efficiency several times over. It automatically pulls pricing data and prices

construction projects accordingly, saving us a lot of time. In addition, we use Zapier to automate

hundreds of tasks, such as following up on new client leads, checking in on new projects,

providing status updates, and sending text messages to clients.”

5. It increases employee engagement.

“Most people don’t immediately get the connection between employee engagement and

productivity,” says Stephen Shinnan (2016), vice president at Work Tango, a company focused

on using technology to improve engagement in the workplace.

2.1.2 BENEFIT OF TRAINING

The purpose of training is mainly to improve knowledge and skills, and to change attitudes or

behaviour. It is one of the most important potential motivators which can lead to many possible

benefits for both individuals and the organization. According to Cole G.A. (2014: P.330) training

can achieve: Cole G.A. (2014)

a. High Morale: Training not only improves the basic skill and knowledge of employees

but also moulds their attitudes towards organization's activities and generates greater

loyalty.

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 b. Higher Productivity: Training provides opportunities for employees to learn different

skills, knowledge and technical know-how. This enables them for better performance

in the actual work place thereby leading to increase quantity and quality of output.

c. Quick Learning: A well planned and systematic training program provides opportunity

for trainee for quick learning because, it reduces the time and costs involved in

training.

d. Better Management: A manager can make the use of training programs for better

management of organizational activities. It facilitates overall management functions by

providing efficient and capable human resource.

Methods of Training towards secretarial Secretary

The selection of method for training needs to be based on identified training needs, training

objectives, an understanding on the part of the trainees, the resources available and an awareness

of learning principles. According to De Cauza et al (2016) the most popular training and

development method used by organizations can be classified as either on-the-job or off-the-job.

In Radisson Blu Anchorage Hotel, the on-the-job training is more embraced. According to De

Cauza et al, there are a variety of training approaches that managers can use and these include:

Hansen (2015)

On-The-Job Training

This is the most widely used training method; on-the-job method of training is simple and less

costly to operate. Observing this method critically, the training places the employee in actual

work situations and makes them appear to be immediately productive. The method is suitable for

imparting operative or technical skills to operative personnel. This place the employees in the

actual work environment and trainees are provided with knowledge, skill and abilities of

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performing different tasks. There are three common methods that are used in on-the-job training

and these are; apprenticeship, mentoring and job rotation Hansen (2018)

i.) Apprenticeship: it is a popular method of teaching new skills and methods to

employees. Here the now employee observes a senior experienced worker and learns

what to do. The advantage here is that this method is tried and tested and fit the

requirements of the organization. The disadvantages are that the senior worker is not

usually trained in the skills and methods of training therefore it can be a process that

may be time consuming as a new comer struggles to cope with the senior worker’s

explanations Herschl (2010).

ii.) Mentoring: This system the senior experienced worker acts as an advisor and

protector to the trainee and also takes charge of the training and development of the

new employee

iii.) Job rotation: Job rotation is another form of training that became popular in the

1970s to help relieve boredom and thereby raise the productivity of shop floor

workers. It is a management technique used to rotate incumbents from job to job or

from department to department or from one plant to another in different geographical

areas. This usually aims to give trainee managers a feel for the organization by giving

them the experience of working in different departments

Off-the-job Training

This is another method of employee training which is concerned with the arrangements

organized away from organizational work station. The trainees focus on learning experience by

going under training outside the organizational work place. The trainees are removed from the

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stress and demands of workplace as the training program is organized away from organizational

workplace. The following are examples of this method of training Hansen (2018: P. 36):

i.) Vestibule training: This method of training is where the worker is trained to use

machine or perform a task similar to the ones in the real work situation. Under this

me thod of training, the training program is conducted out of the job in an area

separate from the work place under the supervision of a skilled instructor. After going

through the vestibule training for a specified time period, the trainees are expected to

apply their newly acquired skills when they are assigned to their real job

ii.) Case study method: Case study deals with any problem confronted by a business

which can be solved by an employee. The trainee is given an opportunity to analyze

the case and come out with all possible solutions. This method can enhance analytic

and critical thinking of an employee.

iii.) Business Exercise: In this type of training exercise, the work situation is stimulated

and the trainees are presented with reports, correspondence and memoranda, as in a

real work situation, to handle. Business exercise training helps employees to develop

decision-making, time management, planning and communication skill

ICT and Secretary’s Job Performance

The growth and application of ICT influences workers performance and create a dynamic virtual

network that allows people all over the world to communicate and share information with each

other.

Kenedy (2018) stated that, influence of secretary in job performance will reshape out society and

will continue to be a dynamic force in future generations. It is important that social workers.

Understand the role that technology plays in shaping the lives of clients and the services that are

19
delivered. These rapidly developing technologies, and the individual that utilize them, are

producing virtual networks of greater size and value.

Granovether (2018), argues that, today’s internet sites produce vast social networks that provide

opportunities for professionals and employers to advertise and communication to effectively use

social networks, whether need to understand the capabilities of these networks, and how they can

be effectively understood, managed and utilized within a digital environment.

Technology innovations are encouraging a trend towards the digitization of the world is

information and knowledge, essentially creating stores of the accumulated human experience.

Coyle, (2019) asserted that, ICT has become integrated into the modern global society, serving a

whole range of functions and purposes with such growth are extensive arguments that internet

access is a human right because it is necessary to fully participate in today’s ICT reform as the

use of ICTs continues to grow, it is important to realize the importance of convergence, and low

convergence shapes the transmission of information and services delivery. This concept refers to

the coming together of information technologies.

Schonfield (2018), stated that the internet and other telecommunication networks have an

enormous impact on defining the future of human interaction, and to date, these changes have

largely been positive across social contexts.

Bargh (2017), opined that, the field of social work needs to understand how these changes are

influencing and will continue to influence all aspect of social work. As it related to social work,

it is critically important that such a research agenda builds an understanding of both the positive

and negative impacts of ICT and human interaction.

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Goldberg (2015) stated that, information communication technology has replaced the traditional

equipment used by office managers which are now considered obsolete and office professionals

task are now modified. Office activities and functions are today being undertaken by electronic

and computer-based technology leading to office automation and a paperless office.

Goldbery, in his remark, stated that the emerging growth of information communication

technology and drastic change in office operations is posting serious changes to office secretary.

Function of Information Technology towards secretary’s job

Dulet, and Fielden (2019) the functions of information technology are enormous to the

organization and its workers performance cannot be over emphasized. The basic functions

include:

1. Increased Productivity: When a worker gets himself abreast with the latest happenings

and innovation in the business organization, his efficiency and effectiveness is improved,

resulting to increased productivity.

2. Prestigious Status: When a secretary gives himself over to hearing new things he simply

makes himself have our edge over others.

3. Conducive/pleasant working environment: The use of modern machine-like

computers, Telephone, tax machines, etc has drastically reduced the quantity of files,

papers, cabinet in some organizations, making them neat and pleasant.

4. Ease of Communication: When a secretary is conversant with the modern

communication gadgets e.g telephone types to perform different functions, have good

knowledge of e-mails, internet, etc. Communicating with others secretaries become very

easy.

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 5. Relevance and Promotion in the place of work: secretary who has taken time to

develop himself becomes very relevant and inevitable to his organization. No

organization would want to lose such a secretary and as a result, there is job security and

of course the chances of getting promoted are facilitated.

Impact of Information and Communication Technology (ICT) in job delivery

Edwin (2018), Technolgy is impacted our society, secretaries. It has permeated every aspect of

the society and the secretaries which is part of the society not left out, the continue innovations

brought about by technology have immensely affected office work and secretaries in the

following areas.

1. Storage and Retrieving: information can store in several places in the computer and

other storage devices like the flash drive, diskettes, card reader and other forms of

records, these information storage facilities are so small in size that they occupy little or

no space in the office unlike the hundreds of files cabinets, shelves etc. that would be

needed to store the same number of documents found in these storage devices.

2. Less use of our Brain: The office excutive will find it less to use their brain by using

electronic mobiles gadget such as cell phones packet computer and electronic database to

store familiar number and other facts, thereby increasing our dependence on technology.

3. Filing of Document: in time past, documents and papers were found everywhere in

office, today the numbr of papers to be file is reduced. In the modern office, files and

folder are opened in computer where soft copies of a number of documents in hard

copies, filing the office with so much papers, files and folders.

4. Speed and Accuracy: There is increased speed in the time of completion of task or jobs

accuracy is also enhanced with the use of computer, calculators, photocopiers etc

22
5. Overall increased productivity: According to Ahihan (2017) with the introduction of

modern office machine and techniques of work, productivity is enhanced business is

moved from one level to another and is becoming very competitive. The quality and

quantity of work done is on the increased.

23
 CHAPTER THREE
METHODOLOGY
Research Design
The researcher employed the survey research design for this study. This entailed

gathering of data about targeted population from a sample and generalizing the findings obtained

from an analysis of the sample to the entire population. In this case, aspects of the problem being

investigated are done through the use of sample. The researcher is motivated to choose this

character of survey research because the study primarily investigated the relationship between

the variables of the study and contribution of ICT towards increased secretarial productivity in

public organization. The study uses Federal polytechnic Ado-Ekiti and Ministry of Works, Ado-

Ekiti.

Population of the Study

The population of the study comprises of all staff and students of department of Office

Technology and Management, Federal polytechnic Ado-Ekiti and Ministry of Works, Ado-Ekiti.

Sampling Technique
Simple sampling technique was adopted to accommodate all the OTM staff at federal

polytechnic Ado and the staff at ministry of works in Ado-Ekiti due to the manageable size of

the population. One hundred (100) is the total population used for the study.

Research Instrument
The instrument used for data collection in questionnaires. The questionnaires were divided

into two sets. One set of questionnaires was meant for OTM lecturers, while the second set was

meant for the staff at ministry of works Ado-Ekiti

24
Validity of the Instrument

The validity of the instrument was determined by the researcher’s supervisor. The

instrument was critically examined with respect to its fitness for this study. Corrections and

comments improved the format and structure of the study.

Method of Gathering Data

The questionnaires were personally administered by the researcher and the responses

were collected immediately.

3.8 Method of Data Analysis

The responses from the checklist items (section A) were analyzed using checklist response

types of “YES” or “NO”, frequencies and percentages were used to determine the level of

acceptance or otherwise. Fifty percent (50%) and above was regarded as acceptable, adequate

and functional. while below 50% was disregarded, inadequate and not functional.

F 100
%= x
N 1

Where % = Percentage

F= frequency of Respondents

N = No of respondents

25
 CHAPTER FOUR

PRESENTATION AND DATA ANALYSIS

The analysis and interpretation of findings based on the data collected through the administration

of questionnaires are analyzed in this chapter. The data collected are presented in tables and all

necessary information are design using percentage frequency in analyzing the results and in

reporting findings.

In analyzing the data each research question was treated on after the other. For the

purpose of this analysis, only the questions relating to the research will be analyzed

Research Question 1: How has information and communication technology (ICT) has

enhanced the secretaries’ productivity in public organization

Table 4.1: information and communication technology (ICT) has enhanced the secretaries’

productivity in public organization

S/n Items Optio Total no of Respondent (%)

ns Responden
ts
1 Information and
Communication Technology
has immensely improved
secretaries’ productivity
through the use of internet
SA 20 20
A 60 60
SD 16 16
D 4 4
UD 0 0

TOTAL 100 100 100

2 Communication from one end

to another has played a major
role in organization
productivity

26
 SA 40 40
A 20 20
SD 18 18
D 6 6
UD 16 16

TOTAL 100 100 100

3 Skill development toward

secretarial job delivery
contributes to the development
of public organization
productivity SA 30 30
A 36 36
SD 14 14
D 20 20
UD 0 0

TOTAL 100 100 100

Adoption of software program

such as MsWord, excel
publisher have gained ground
4 in helping secretary achieving
their daily task 0 0
SA 90 90
A 0 0
SD 10 10
D 0 0
UD

TOTAL 100 100 100

5 ICT help in managing

organization record and daily
task
A 60 60
SA 30 30
UD 0 0
D 10 10
SD 0 0

TOTAL 100 100 100

27
Findings and Discussion
Table 4.1

(Item 1) above indicates that 4 (4%) of the respondent responded negatively while 16 (16%)

indicated neutral, 60 (60%) and 20 (20%) were agree and strongly agree respectively on

Information and Communication Technology has immensely improved secretaries’ productivity

through the use of internet.

In Item 2, 16 (16%) strongly disagree, 6 (6%) disagree, 18 (18%) don’t decide while 20 (20%)

and 40 (40%) strongly agree and agree respectively on communication from one end to another

has played a major role in organization productivity.

More so, Item 3 20 (20%), 14 (14%), 36 (36%) and 30 (30%) indicates the performance of

respondents towards the item 3 which indicate strongly disagree, disagree, undecided, strongly

agree and agree respectively which means skill development toward secretarial job delivery

contributes to the development of public organization productivity

Furthermore, response shown that item 4, 10 (10%) and 90 (90%) shows negative and positive

reply on adoption of software program such as MsWord, excel publisher have gained ground in

helping secretary achieving their daily task

Moreover, item 5 shows that 10 (10%) disagree, 30 (30%) agree and 60 (60%) strongly agree on

ICT help in managing organization record and daily task.

28
Research Question 2: Does information technology tools actually improve secretaries’

productivity?

Table 4: information technology tools improve secretaries’ productivity?

S/n Items Options Total no of Respondent (%)

Respondents
1 Photocopiers have increased
secretary productivity
SA 64 64
A 36 36
SD 0 0
D 0 0
UD 0 0

TOTAL 100 100 100

2 Sending messages over the

internet through electronic mail
has increased secretary and
organization productivity SA 0 0
A 80 80
SD 14 14
D 6 6
SD 0 0
TOTAL 100 100 100

Internet usage in a public

organization improved secretarial
job delivery and productivity
3 SA 0 0
A 10 10
SD 0 0
D 30 30
UD 60 60

TOTAL 100 100 100

4 ICT tools has positive impact in

secretary productivity

SA 0 0

29
 A 90 90
SD 0 0
D 0 0
UD 10 10

TOTAL 100 100 100

5 Information Communication has

replaced major secretaries in
public organization
SA 60 60
A 40 40
SD 0 0
D 0 0
UD 0 0

TOTAL 100 100

(Item 1) above indicates that none of the respondent responded negatively while 0 (0%) indicated

neutral, 36 (36%) and 64 (64%) were agree and strongly agree respectively on photocopiers have

increased secretary productivity.

In Item 2, 0 (0%) strongly disagree, 6 (6%) disagree, 14 (14%) don’t decide while 80(80%) and 0

(0%) strongly agree and agree respectively on Sending messages over the internet through

electronic mail has increased secretary and organization productivity.

More so, Item 3, 60 (60%), 30 (30%), 0 (0%) and 10 (10%) indicates the performance of

respondents towards the item 3 which indicate strongly disagree, disagree, undecided, strongly

agree and agree respectively which means Internet usage in a public organization improved

secretarial job delivery and productivity

30
Furthermore, response shown that item 4, 90 (90%) and 10 (10%) shows negative and positive

reply on ICT tools has positive impact in secretary productivity.

Finally, item 5, shows that 0 (0%) disagree, 40 (40%) agree and 60 (60%) strongly agree on

Information Communication has replaced major secretaries in public organization.

Research Question 3: To determine the productivity level of the organization since the

inception of Information and Communication technology has been adopted

Table 4.3: Productivity level of the organization since the inception of Information and

Communication technology

S/n Items Options Total no of Respondent (%)

Respondents
1 ICT has increased the
productivity of office technology
and management through modern 30 30
tool SA 40 40
A 0 0
SD 30 30
D 0 0
UD 100 100

100
TOTAL
2 The number of files at the
secretary’s department has been
reduced and thereby reduce the
human labor option SA 0 0
A 60 60
SD 30 30
D 10 10
UD 0 0
TOTAL
100 100 100
3 Modern office machines used by
secretary have an impact on level
of productivity. SA 60 60
A 40 40
SD 0 0

31
 D 0 0
UD 0 0

TOTAL 100 100 100

4 Secretary must embrace the
modern office technology
equipment in order to promote SA 70 70
their job delivery in an A 30 30
organization. SD 0 0
D 0 0
UD 0 0

TOTAL 100 100 100

5 Secretary still retain her skill and

effectiveness despite the
introduction of information
technology tool SA 20 20
A 70 70
SD 0 0
D 10 10
UD 0 0

TOTAL 100 100 100

Findings and Discussion

Table 4.3

(Item 1) above indicates that none of the respondent responded negatively while 30 (30%)

indicated disagree, 40 (40%) and 30 (30%) were agree and strongly agree respectively on ICT

has increased the productivity of office technology and management through modern tool

In Item 2, 0 (0%) strongly disagree, 10 (10%) disagree, 30 (30%) don’t decide while 60 (60%)

and 0 (0%) strongly agree and agree respectively on the number of files at the secretary’s

department has been reduced and thereby reduce the human labor option

.More so, Item 3, 0 (0%), 60 (60%), 40 (40%) and 60 (60%) indicates the performance of

respondents towards the item 3 which indicate strongly disagree, disagree, undecided, strongly

32
agree and agree respectively which indicate that modern office machines used by secretary have

an impact on level of productivity.

Furthermore, response shown that item 4, 30 (30%) and 70 (70%) shows negative and positive

reply on secretary must embrace the modern office technology equipment in order to promote

their job delivery in an organization.

To crown it all, item 5 shows that none disagree, 10 (10%) agree and 70 (70%) strongly agree,

20 (20%) strongly agree on secretary still retain her skill and effectiveness despite the

introduction of information technology tool

Research Question 4: To find out whether the training received at school by secretaries is

adequate to enable them perform in an automated office

Table 4.4: Training received at school by secretaries is adequate to enable them perform in an

automated office

S/n Items Options Total no of Respondent (%)

Respondents
1 Higher institution contributes towards
the performance of OTM graduate.
SA 64 64
A 36 36
SD 0 0
D 0 0
UD 0 0

TOTAL 100 100 100

2 School gives more than enough to

compete with other secretaries in public
organization
SA 0 0
A 32 32
SD 0 0
D 58 68

33
 UD 0 0
TOTAL 100 100 100
3 Secretary task were taught fully at
school before engaging in other
secretarial professions.
SA 20 20
A 50 50
SD 0 0
D 30 30
UD 0 0
TOTAL 100 100 100
4 Institution in Nigeria majorly
contribute effectively to the secretarial
profession in public institution.
SA 28 28
A 72 72
SD 0 0
D 0 0
UD 0 0
TOTAL 100 100 100
5 Lecturer contribute immensely to the
student performance before graduating
from school to compete with their
counterpart. SA 28 28
A 72 72
SD 0 0
D 0 0
UD 0 0

TOTAL 100 100 100

34
Discussion of Findings
Table 4.4
(Item 1) above indicates that 36 (36%) and 64 (64%) are positively agree while others are 0 (0%)

on higher institution contributes towards the performance of OTM graduate

In Item 2, 0 (0%) strongly disagree, 68 (68%) disagree, 0 (0%) don’t decide while 32 (32%) and

0 (0%) strongly agree and agree respectively on school gives more than enough to compete with

other secretaries in public organization

More so, Item 3, 0 (0%), 30 (30%), 0 (0%), 50 (50%) and 20 (20%) indicates the performance of

respondents towards the item 3 which indicate strongly disagree, disagree, undecided, strongly

agree and agree respectively which means secretary task were taught fully at school before

engaging in other secretarial professions

Furthermore, response shown that item 4, 72 (72%) and 28 (28%) shows positive reply on

institution in Nigeria majorly contribute effectively to the secretarial profession in public

institution

Conclusively, item 5 shows that 90 (90%) agree, 10 (10%) strongly agree that lecturer

contribute immensely to the student performance before graduating from school to compete with

their counterpart

35
 CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATION

SUMMARY

The primary purpose of this study is to examine an evaluation of Information and

Communication and Technology towards secretarial productivity on secretaries’ level of

productivity at the Federal Polytechnic Ado and Ministry of housing. Other secondary objectives

guided the collection of primary data. A review of existing literature on the subject of Secretarial

practices as well as productivity was presented in chapter two. This review explored important

issues relating to the concept of secretary, the classification of the functions of the secretary and

the secretarial productivity. Beside the secondary data, a primary data was gathered through the

use of questionnaires from the sampled population selected for this study. A total of 100

respondents contributed to the findings of this study.

Consistent with discussions and analysis of the primary data that were presented in chapter four

of this study, the following findings are highlighted.

In table 4.1, it was discovered that information and communication technology has contributed

immensely towards the productivity of the secretary in any organization major the public

organization.

In table 4.2, it was examined that information and communication technology has improve

secretary productivity in any angle which also create more income to the organization and also

make it easier for the secretary to work without ben stressed.

Table 4.3 above also discovered that information and communication technology has immensely

change the productivity and level of achievement of the organization and of the secretary. It has

increased the level of operation of the secretary at any length.

36
Conclusively, it has been analyzed that training given out to the secretary also contribute to their

growth in their place of work thereby increase the productivity of secretary alongside with

secretary job delivery and performance.

CONCLUSION
In line with the objectives of the study and the data gathered from chapter four, the following

conclusions have been reached;

i. Ministry of Works and Federal polytechnic have sufficient modern office

equipment and technologies which will be able to product accurate goal of the

organization and also multiply their productivity.

ii. There is a high level of usage of these equipment at Federal polytechnic Ado and

Ministry of works

iii. The use of modern office equipment increases productivity of secretarial staff

iv. The secretarial staff believe they are highly productive.

RECOMMENDATION
In the light of the findings and conclusions from the facts and figures previously presented

discovered and discussed in this study, the following recommendations can be offered.

1. findings seem to recommend that to be successful, firms typically need to adopt ICT as

part of a “system” or “cluster” of mutually-reinforcing organizational approaches.

2. We find that while ICT is productive on its own, it is more productive in firms that

combine high levels of ICT with high levels of organizational changes in the areas of

production and efficiency practices.

3. Secretary must be able to use information and communication technology tools as to

bring more ease to their work and also increased organizational productivity.

37
4. Organization should be able to trained their secretaries in using any modern equipment

that are related to their daily task and also give seminar on how that technological

equipment could be used and managed.

38
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