Roles of Modern Communication Tools in The Development of Secretariat Profession New

Chapter One
1. 0 Background to the Study
The early years of the secretarial profession was limited to typing, writing and transcribing of
shorthand only. Nowadays, the practice has gone far beyond these, it now involved functions as
sorting and retrieving of information, passing on information and so on with the help of manual
electronic equipment. Majorly, the secretary handles more office jobs, makes and takes decision
on behalf of his/her organization, some of these duties require extensive use of the technological
facilities. The continuous emergence of new information and communication technology raises
inevitable challenges and controversies about the future of the office secretaries in information
and communication technology era. This enhanced greater connectivity in the work place and
has significant enhancement of employment opportunity in the area of office automation
(Onwukwe & Aliche, 2012). The key feature of modern technology is its ability to deal with
information in one form or the other. Emergence of ICT in the Business Organization The world
of modern office automation technology is changing rapidly growing as a result of technological
development. This is a very wide departure from the traditional business enterprises to the
evolution of international and multinational organizations in economy (Adedoyin, 2010). Some
of the national establishments have acquired and installed modern office automation in the public
sectors. Technology changes in our environment coupled with competition within a particular
industry or in the society account for the reason why secretaries should engage in training and
development to meet up with the challenges (Akpomi, 2003). This is as a result of the need to
match changes in structure, policies, technology, processes and producers with the needed
performance, attitude and behaviors (Otobo & Makeri-Yahaya, 2002).
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In today’s organizations one of the things that make organizations unique is the use of modern
technological gadgets. Both internal and external forces such as market competition, consumer
behaviour, technology and quality management are the drivers of organizational change In
today’s business world, every office requires facts and accurate information for quick decision
making (Akpomi and Ordu, 2009). In Modern Office Technology the role of the secretary is
crucial in the life or progress of an organization hence, needs some technological and human
backing from the work place. The effective performance of the Professional Secretary depends
upon the office equipment, knowledge and skills, of Professional Secretary. The skill level and
functioning of the traditional secretary involve greater physical and mental ability. The
introduction of modern technologies and programmes has lessened the onerous tasks for the
modern secretary. These range from production, reproduction, storage and retrieval among
others. With this advancement of technology, the use of the computer and software programmes
facilitates the work of the professional secretary. These include the use of machines such as
printer, fax, pen drive, cell phones, photo copier, telex and internet. These requisite knowledge
and skills make the position of the secretary rather challenging. With the improvement in
technology and recent development in office, it is envisaged that the work of the secretary will
be easier. However, these new developments brought by technological challenges require even
more knowledge and skills beyond being a professional secretary. For the secretary to be abreast
with the changing times, face the challenges and overcome the old ways of doing things she or
he needs training requirements in recent times to help meet organizational objectives.
Information technology has affected many professions in recent times. The roles of secretarial
professionals have been turned around by technology. It has provided the tools that shift the role
of secretaries from that of information recorders to business strategists (Adedoyin, 2010; Appah
2
and Emeh, 2011 and Jaiyeola, 2007). Several other authors are of the view that the secretary has
to be well equipped to meet the present challenges of a modern office. There are conclusions by
experts in the secretarial profession that there need to be changes that will reshape the office
(Boladele, 2002; Onifade, 2009; Igbinedion, 2010).
1. 2 Statement of the Problem
The secretariat profession plays a crucial role in ensuring efficient administrative processes and
effective communication within educational institutions like The Polytechnic, Ibadan. As the
demands on secretarial staff continue to evolve, the integration of modern communication tools
has become indispensable to meet the challenges of a rapidly changing technological landscape.
The traditional communication methods employed within The Polytechnic, Ibadan's offices may
hinder smooth information flow and decision-making processes. Lack of adoption of modern
communication tools, such as email, instant messaging, and video conferencing, might result in
delays, miscommunication, and reduced productivity.
Reliance on manual paper-based systems or outdated software might lead to difficulties in
organizing and retrieving important documents and data. This inefficiency can impact the
responsiveness of the secretariat and hinder its ability to support various academic and
administrative units effectively. Without adequate modern communication tools, the secretariat
staff may face challenges in collaborating with other departments and stakeholders within the
institution. This lack of coordination can impede cross-functional teamwork, project
management, and timely completion of tasks.
The successful integration of modern communication tools relies on the proficiency of the
secretariat staff in utilizing these technologies effectively. The absence of adequate training and
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skill development opportunities may hinder their ability to leverage these tools optimally,
limiting their potential to contribute to the institution's development.
As modern communication tools involve the exchange of sensitive and confidential information,
the lack of robust security measures might expose the secretariat and the institution to potential
data breaches and privacy infringements.
In conclusion, resistance from secretariat staff and management towards embracing new
communication technologies could obstruct the seamless incorporation of these tools into the
daily workflow. Resistance might arise due to fear of job displacement, perceived complexities,
or skepticism about the benefits of modernizing communication practices.
1. 3 Objectives of the Study
The general objective of this Study is to establish the roles of modern communication tools in the
development of secretariat profession in The Polytechnic, Ibadan. The specific objectives are:
1. To investigate the current extent to which modern communication tools are being used
within the secretariat profession at The Polytechnic, Ibadan. It involves identifying the
specific tools and technologies being employed, such as email, instant messaging, virtual
meeting platforms, and collaboration software, and understanding how frequently and
effectively they are utilized in daily secretarial tasks.
2. To evaluate the effects of incorporating modern communication tools into the secretariat
profession at The Polytechnic, Ibadan. It involves measuring the extent to which these
tools have improved efficiency and productivity in tasks like data management, document
handling, appointment scheduling, information dissemination, and communication with
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stakeholders. This analysis may also include feedback from secretariat staff and other
relevant stakeholders.
3. To identify the barriers and challenges that may hinder the full integration and effective
use of modern communication tools within the secretariat profession at The Polytechnic,
Ibadan. It also seeks to explore potential opportunities for enhancing the adoption and
implementation of these tools, such as providing training and support for staff, addressing
technological infrastructure gaps, and developing policies or guidelines to promote their
proper usage.
1. 4 Research Questions
1. What is the current extent to which modern communication tools are being used within the
secretariat profession at The Polytechnic, Ibadan?
2. What are the effects of incorporating modern communication tools into the secretariat
profession at The Polytechnic, Ibadan?
3. What are the barriers and challenges that may hinder the full integration and effective use
of modern communication tools within the secretariat profession at The Polytechnic,
Ibadan?
1. 5 Research Hypotheses
H0i: Modern communication tools play no role in the development of secretariat profession in
The Polytechnic, Ibadan.
H0ii: Modern communication tools has no effect in the development of secretariat profession in
The Polytechnic, Ibadan
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1. 7 Significance of the Study
The study would of great importance to the following stakeholders: Secretaries, Management of
The Polytechnic, Ibadan, Researchers in the field of Office Technology and Management and
Students of Office Technology and Management.
It will useful to the Secretaries by exposing them to the contemporary modern communication
tools for their job effectiveness and efficiency, Management of The Polytechnic, Ibadan will able
to know the required equipment to purchase to enable the serenity and competitiveness of their
office with what is happening in the developed world.
The researchers in the field Office Technology and Management will also benefit from it as it
will serves as basis of literatures to be reviewed with empirical backup.
The students of Office Technology and Management will as well benefit from this study because
it will avail them the required skills that they must possessed to be complete and competent
secretaries out there.
The Experts in Office Technology and Management will as well benefit from this study as it will
be a basis of reviewing outdated curriculum of some ICT related course to enable it capture the
contemporary information communication gadgets and applications such as Online meeting,
Query language for Database, Vscodes for Website designing and application development,
Google Scheduler, Search Engine Optimization etc.
1. 4 Delimitation of the Study
The study would establish the roles of modern communication tools in the development of
secretariat profession in The Polytechnic, Ibadan, communication tools such as email, instant
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messaging, virtual meeting platforms, and collaboration software of workplace and development
of secretarial profession would be exhaustively x-rayed.
1. 7 Definition of Operational Terms
Modern: Modern" can be used to describe the prevailing characteristics, attitudes, and values of
the contemporary world, often contrasting with older or more traditional ways of thinking or
behaving
Communication Tools: Communication tools refer to various technologies, applications, and
methods that facilitate the exchange of information, ideas, and messages between individuals,
groups, or organizations.
Development: Development refers to the process of positive change and improvement in various
aspects of human life, society, or systems over time
Secretarial Profession: The Secretarial Profession refers to a specialized field of work that
involves providing administrative support and assistance to individuals, organizations, or
executives.
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Chapter Two
Review of Related Literatures
2. 1 Conceptual Review
2.1.1 Development of Secretarial Profession
The origins of the secretarial profession can be traced back to the ancient civilizations, where
scribes and record-keepers played vital roles in administrative tasks (Jones, 2008). However, it
was during the industrial revolution in the 18th and 19th centuries that the modern concept of
secretaries began to take shape. Secretaries were primarily responsible for handling
correspondence, maintaining records, and organizing appointments for their employers (Smith,
1995).
2.1.1.1 The Emergence of Professional Associations
As businesses expanded and the need for skilled secretarial support grew, professional
associations for secretaries emerged. The establishment of organizations such as the National
Secretaries Association (NSA) in 1942 (Thompson, 2005) aimed to promote the professional
development of secretaries and standardize their roles and responsibilities. These associations
played a crucial role in advocating for the recognition of secretarial work as a respectable
profession.
2.1.1.2 Technological Advancements and Changing Role
The advent of technology in the late 20th century brought significant changes to the secretarial
profession. The introduction of word processing software, email, and digital communication
revolutionized the way secretaries operated (Jones & Lee, 2010). Secretaries adapted to new
technologies and expanded their skill sets to include computer literacy, communication through
virtual channels, and office automation. Johnson et al., (2018) submitted that 21st century
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brought about a digital revolution, completely transforming the way businesses operate.
Administrative professionals had to adapt to a tech-savvy environment, incorporating digital
skills like email management, data analysis, and using specialized software. Secretaries became
crucial in handling information technology and played an essential role in maintaining cyber-
security measures within organizations.
Rae (2021) stated that the nature of work continues to change, with such things as distance
working and automation increasingly a commonplace. The manpower needs of many businesses
as well as the functions are also affected as machines now perform complex tasks with greater
speed and accuracy than human beings. Future secretaries are expected to demonstrate
technological competencies in their use of laptops, and smart devices to perform secretarial or
word processing tasks on daily basis. Their ability to use modern office equipment in the course
of receiving and sending out information in the most appropriate, fastest and reliable form is
germane in the future Nigerian office. The use of these technologies is expected to improve the
job performance of OTM graduates in areas of record keeping, memo writing, collaboration,
image making, data sourcing, information dissemination, timely decision making process, e-
mailing, data-gathering and so on. The 21st century skills are a set of abilities that students need
to develop in order to succeed in the information age as office administrators. Like a force of
nature, the digital age cannot be denied or stopped. According to Olaopa (2015), digital era has
four very powerful qualities that will result in its ultimate triumph: decentralizing, globalizing,
harmonizing, and empowering. The new and powerful tools that digitisation is giving rise to is
trending towards greater freedom, and a diminishing attachment to fixed structures which
increasingly calls for ability to think entrepreneurially, combine things well and, in particular,
manage oneself. The first step in developing skills is for secretaries to understand the digital
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skills that are most applicable to them and their business because this skill will give secretaries’
career staying power the moment they get a job; it reduces risk of automation. As the reliance on
digital communication grows, secretaries must keep up with the skill demand. It is also
imperative to note that with the ever-evolving digital landscape, the skills requirements will only
continue to change. It is significantly relevant for secretaries to arm themselves with the basic
digital skills and continuously upskill themselves to keep pace with the latest developments.
Odusanya A. A. (202) submitted that there is no doubt that the secretary remains the life-wire of
any organization. Contributions and effectiveness of a secretary depends on how he/she can cope
with the modern technologies. However, with the development of new technology, secretarial
profession is becoming increasingly challenging and more sophisticated that the common
traditional roles of a secretary are gradually being faced out. Secretaries are responsible for a
variety of administration and clerical duties necessary to run an organization effectively. They
serve as information charring house for an office, schedules an appointment, provide information
to caller, organize and maintain paper and electronic file, manage project, and provide
correspondent. Secretaries are aided in these tasks by a variety of office equipment such as
computer, photocopier, and telephone systems. In addition, secretaries increasingly use personal
computer to run spreadsheet, word processing, database management, desktop publisher, and
graphic programs. Tasks previously handled by managers. Hence, this study has been designed
to bring to light the veracity of ICT and the challenges and how a secretary could meet up with
these challenges.
2.1.1.3 From Secretaries to Administrative Assistants
In recent decades, the role of secretaries has evolved to reflect the broader scope of their
responsibilities. The traditional term "secretary" has been replaced with "administrative
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assistant" to encompass the multifaceted nature of the job (Brown, 2017). Administrative
assistants are now seen as key contributors to decision-making processes, project management,
and overall organizational efficiency. Miller (1995) also corroborated that during the latter half
of the 20th century, the title of "secretary" gradually evolved into "administrative assistant" to
better reflect the expanded scope of their responsibilities. Administrative assistants were no
longer limited to support roles but actively participated in decision-making processes and
managed crucial administrative functions. This shift in nomenclature represented recognition of
the profession's growing importance and influence within organizations.
The term “secretary” is another term that has a wide meaning and it is important to appreciate the
various meanings associated it. According to Whitehead (1994), the secretary is usually thought
to be a person who takes dictation from a manager or other senior members of staff and turns the
notes into typed correspondence. The term means all sorts of things for many people and
certainly many of those who work in offices choose to be under the secretarial umbrella (Harding
1994). As noted by (Edwin, 2008), the roles of secretaries in contemporary times have changed
tremendously from the traditional roles. They have access to modern office technology such as
the internet, intercom and fax. These technologies make work much easier. Dulek and Fielden
(1999) also noted that it is easier to send messages using telex, electronic mails, fax and
telephones. He noted that the era of computers and information technology helps users to write
and edit and send memos, letters and reports. According to Duniya (2011) , modern day offices
are equipped with technologically sophisticated gadgets that informs accuracy and efficiency of
work output. Information and Communication Technology (ICT) is concerned with managing
and processing information. This is made possible through the use of electronic computers and
computer software to manage information (Okute, 2001). According to Atakpa (2010),
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secretarial functions the world over have undergone tremendous technical transformations. He
noted further that secretarial functions which were previously done manually have been
mechanized. On the other hand, Okwuanaso and Obayi (2003) have noted that ICT has posed
several challenges to secretaries in the execution of their duties. Supporting this claim, Eze
(2000) asserted that any office staff of today that is lacking in Information Communication
Technology would find work boring and uninteresting. According to Nwaokwa and Okoli
(2012), the introduction of ICT has changed the roles of secretaries. They opined that ICT has
influenced the performance of secretaries in delivery of information, accuracy and effectiveness
at the work place. Nonye (2013) researching into the need for capacity building of secretaries in
modern office technology concluded that secretaries should be abreast of the use of modern
office technology and recommended the need for periodic training programmes to be organized
for secretaries to update their knowledge on modern office skills. With modern office skills,
words, sentences and paragraphs are manipulated. This is made possible using word processor.
This makes possible all range of editing options applicable. This makes possibilities for deleting
and inserting sentences before they are printed. Designing of documents, filling of forms,
retrieving information and finally printing have become simplified tasks with the use of word
processors (Agomuo, 2005; Azuka, 2007 and Nwosu, 2002). Examining the effects of
information and communication technology on the performance of public sector secretaries,
Buseni (2013) asserted that the quality of a secretary is a function of reliable and reporting
framework. The study revealed that the use of computer, telecommunication and video
techniques positively and significantly affected productivity of public sector secretaries.
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2.1.1.4 Office Technology and Management in Tertiary Institutions
The Office Technology and Management (OTM) Programme in Nigeria tertiary institutions was
designed to impart the youths with practical and employable skills. Office Technology and
Management is an integral component of business education programme that is offered in
Colleges of Education, Polytechnics, and the Universities primarily to educate and train students
to become competent office managers as well as business educators (Okoli, 2019). The business
and administrative components of OTM programme according to National Board for Technical
Education (NBTE) (2004) is designed for students whose goals include business management,
human resource management, self-employment, entrepreneurial ventures, or a variety of
different careers. This implies that a qualified secretary should possess basic office technology
skills, have sufficient business acumen, be versatile in office information and communication
technology and have sufficient knowledge of the operations of all departments within the
organization where he/she works. This portends that OTM education is work-focused, skill-
based, result-oriented, and technology-based. Office Technology and Management programme is
a practical oriented programme designed to equip students with professional foundation, general
education courses, vocational and interpersonal skills in OTM for effective work competencies
in various organisations. OTM Education is a specialized phase of technical and vocational
education (TVE) that prepares learners to enter into teaching and office occupation as capable
and intelligent member of the work-force, making recipients to acquire skills to understand the
ability of participating actively in business transactions/activities whether as producers or users
of goods and services.
Secretarial education is known as Office Technology and Management (OTM). It is one of the
specialized programmes offered in the Department of Vocational and Technical, Business
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Education or School of Business Studies in Nigerian tertiary institutions that lays emphasis on
the possession of practical skills necessary to operate office machines and serves as supporting
staff to the management in an organisation. Aina (2018) asserted that vocational skills are
empirical skills that individuals acquire in a specific area of interest which are more practical
than theoretical skills. Individuals learn vocational skills from hands-on experience. The training
takes place outside the traditional classroom setting where students are exposed to hands-on
activities through first-hand experience and as well acquire classroom knowledge. One of the
objectives of Office Technology and Management education programme according to Oyinloye
and Asonibare (2019) is to equip students with the appropriate skills to engage in a life of work
in the office as well as self-employment. The implication of the objectives and components of
the OTM curriculum in the views of Nnaji and Okoro Nigerian (2019), is that its recipients are
expected to be equipped with skills to use computer and its application software. This explains
why a secretary should possess basic office technology skills, have business acumen and
versatile in office ICT skills with sufficient knowledge of the operations of all departments
within the institution or organization where he/she works. A secretary is an important office staff
in an organisation whose roles are pivotal to the growth and increased performance of an
organization. Many higher echelons of management have a secretary who acts as a gatekeeper as
well as a care-taker of complex but time-consuming tasks, that freeing the boss up. The
International Association of Administrative Professional (IAAP) in Nnaji and Okoro (2019)
described a secretary as an executive assistant who has mastery of office skills, demonstrates the
ability to assume responsibility without direct supervision, exercises initiative, judgment and
makes decisions within the scope of assigned authority. This definition has explained in detail,
the type of skill, knowledge and ability that could be required of the secretary in the future
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office. The secretary’s possession of mastery of office skills, knowledge and personal qualities
require continual retraining in technology to keep abreast of new emerging and fast-growing
office technologies and responsibilities. Umoru (2020) asserted that secretaries are marked from
other staff because of ICT and office skills such as digital skill which they possess.
2.1.2 Modern Communication Tools
In today’s organizations one of the things that make organizations unique is the use of modern
technological gadgets. Both internal and external forces such as market competition, consumer
behaviour, technology and quality management are the drivers of organizational change In
today’s business world, every office requires facts and accurate information for quick decision
making (Akpomi and Ordu, 2009). In Modern Office Technology the role of the secretary is
crucial in the life or progress of an organization hence, needs some technological and human
backing from the work place. The effective performance of the Professional Secretary depends
upon the office equipment, knowledge and skills, of Professional Secretary. The skill level and
functioning of the traditional secretary involve greater physical and mental ability. The
introduction of modern technologies and programmes has lessened the onerous tasks for the
modern secretary. These range from production, reproduction, storage and retrieval among
others. With this advancement of technology, the use of the computer and software programmes
facilitates the work of the professional secretary. These include the use of machines such as
printer, fax, pen drive, cell phones, photo copier, telex and internet. These requisite knowledge
and skills make the position of the secretary rather challenging. With the improvement in
technology and recent development in office, it is envisaged that the work of the secretary will
be easier. However, these new developments brought by technological challenges require even
more knowledge and skills beyond being a professional secretary. For the secretary to be abreast
15
with the changing times, face the challenges and overcome the old ways of doing things she or
he needs training requirements in recent times to help meet organizational objectives.
Information technology has affected many professions in recent times. The roles of secretarial
professionals have been turned around by technology. It has provided the tools that shift the role
of secretaries from that of information recorders to business strategists (Adedoyin, 2010; Appah
and Emeh, 2011 and Jaiyeola, 2007). Several other authors are of the view that the secretary has
to be well equipped to meet the present challenges of a modern office. There are conclusions by
experts in the secretarial profession that there need to be changes that will reshape the office
(Boladele, 2002; Onifade, 2009; Igbinedion, 2010). The objectives of the study are to establish
the level of availability of modern office gadgets. It also measures the Information and
Knowledge Management knowledge and usage of office equipment and their impact on
productivity.
Many aspect of officer work has been automated to a greater extent. Office Automation means
the configuration of all-electronic office machines and equipment needed for effective running of
an office. A good secretary is expected to have the basic skills needed to operate those machines
and equipment. Automation in any form is always aimed at high productivity which gives room
for systematic changes and structural adjustments that new innovation has brought about. The
end products of office automation include: Word processing,
Telex services, Faxing, Email services, Telephone, Networking, Video conferencing, Intranet
etc. it is expected that modern secretarial must be able to close up this technological gap created
by improvement on office automation.
Electronic Mail Service: This is a system in which messages are communicated by electronic
means rather than by paper-based communication. It can also be referred to as an instant
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electronic message transfer facility that uses terminals such as personal computers telex
terminals etc.
Telex Service and Delivery: Telex is a short form for telegraphic exchange. It is used to send
and receive urgent messages in code form over a telegraph or telephone line.
The advert of IT has given a large boost to telex communications systems. As a result, the
current telex equipment resembles a desktop PC rather than the outsize, heavy typewriter
appearance of teleprinter. Today the telex machine, can store and recall keyed in text and
messages, it can edit a text, send or receive messages.
Networking: When micro computers (PCs) are linked by cables you will have what is referred to
as network. That is, one of the PCs will be used as a central unit and is usually called the PCs.
Internet: the internet is essentially a large number of connected computers. A computer on the
internet can be located anywhere in the world. This means that you can communicate with
someone who is connected over the internet no matter where that person lives. The internet
contains several different type of information including e-mail, news-group and the World Wide
Web. The computers are connected internationally to the internet via independent service
providers (ISP). The service provider used by a business center can be called info web” with its
location in various points and the server at the main office of the business center or organization.
The World Wide Web (WWW): this is a graphic interface based on a multimedia framework
that makes it possible to have text, pictures, video and sound on the page to be accessed from the
internet.
Intranet: This is a small version of the net that is used within an office. It is an ideal system for
distributing information such as phone products listing and job openings.
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Other ICT Network services include Electronic banking and investing: This service allows
customers to access banking and investment services via a terminal or personal computer from
the comfort of their offices or homes.
Electronic shopping: To use this service, you dial into a network such as prodigy or
CompuServe and select the electronic shopping category. A many of major categories of items
available is presented and selected one.
Record Keeping and Management: Record keeping and management are integral part of the
office activities because the major function of the office will be incomplete when data received
are processed and disseminated without adequate safe keeping and easy retrieval. Record
keeping and management have evolved from their manual process to electronic process because
of information Technology (IT) innovation. Information Technology (IT) has also made possible
a completely new approach to the management of records and information system.
Management Information System (MIS): According to Nick (2003) MIS can be defined as a
system used to convert data dorm internal and external sources into formation on the basis of
management needs. Because information remains an effective management tool in decision
making, it should be managed appropriately. However, every organization does develop its own
MIS as it is applicable to its day to day operations. Management information system is an
advanced level of information technology, which is vital to the growth and existence of any
organization.
2.1.2.2 Modern Communication Applications and Tools
Choosing the correct tools that align with your needs and workspace culture is an important
decision to make. They should help you boost productivity, save time, and engage employees
without burning a hole in your pocket or overlapping with each other.
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Communication and Collaboration
Working remotely comes with the challenge of maintaining effective communication across the
team. With team collaboration becoming essential with more and more of the workforce being
distributed through remote work and flexible work hours, internal communication apps like
Slack and Microsoft Teams ensure that information does not get lost while you try to
communicate and collaborate across cities or even continents.
Fig 1
You can organize your work and team within channels, leverage their message search capability,
share files, integrate with a variety of third-party apps to improve productivity, and even have
video and voice calls. This ensures that your business runs smoothly and without any
communication gaps.
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Internal issue resolution
There is no dearth of questions asked by employees to your IT, HR, and Operation support teams
on a daily basis. But having to refer to a wiki or knowledge base and search through it, even for
repetitive and simple questions, is time-consuming and does not guarantee a correct answer.
Fig 2
Tools such as Happyfox’s Assist AI leverage technology such as AI, ML, and NLP to bring
conversational ticketing to the comfort of Slack and Microsoft Teams — platforms your team is
already comfortable with. Your employees can self-serve, reduce the workload of your support
staff by deflecting repetitive tickets, and increase agent productivity and employee engagement.
It also offers ML-powered analytics capabilities to help you learn from the data collected on
frequent questions and requests, helping you improve your knowledge sources.
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Project Management
Any company, irrespective of what they deal in, requires work to be carried out on time, by the
correct people, and in an efficient manner. This puts us in need of project management software
that is easy to use even for a team that is spread across different locations.
Fig 3
Notion is one such tool with a simple, easy-to-comprehend interface that can help you define
deliverables, assign tasks, and track outcomes. It is a versatile solution equipped with templates
for roadmaps, calendars, Kanban boards, and task tracking that can be used across multiple
teams, increasing productivity. Its customizable case and project management tools can be used
by any department across your company.
Conferencing
A major shift in every workspace has been the steep increase in the adoption of video
conferencing tools to communicate. Tools like Zoom or Meet from the Google Workspace Suite
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help us achieve a satisfactory level of human interaction even if we are physically in different
places. You can schedule meetings, record calls, carry out whiteboard activities, collaborate
more seamlessly, and facilitate virtual events on these platforms.
Fig 4
HR management
Ensuring a good employee experience is of utmost importance. This can be carried out with HR
software like Bamboo HR, which organizes and collects all information that surfaces throughout
the employee life cycle. It eases everyday tasks by providing insights on important activities like
onboarding, hiring, compensation reviews, and even building culture. With such intuitive
software, your HR team would no longer need to manually input data into spreadsheets, giving
them the opportunity to focus on other vital tasks.
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Fig 6
Payroll
Managing staff compensation and insurance is an important and repetitive task that every
business goes through. By leveraging software like Gusto, a cloud payroll provider, which
utilizes smart technology, you can provide an all-in-one solution to conduct payroll runs, state
tax registrations, health and financial benefits, tax calculations, and direct deposits. Save time,
effort, and money while you ensure seamless payment operations. You can also make use of
their automated time tools to ease the management of your employee hours, PTO, and holidays.
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Fig 7
Knowledge management
Knowledge is power. Having a clearly crafted, regularly updated, and well-managed knowledge
base is of utmost importance. Guru is a wiki that claims to cut through the noise of
communication tools to create a culture of knowledge sharing within your organization by
organizing data and letting to surface it whenever you need it. They make accurate, up-to-date
information available for your team at any time and place. It is also equipped with a browser
extension and knowledge alerts to keep everyone on the same page.
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Fig 8
Office Suite:
Microsoft Office 365: A comprehensive productivity suite that includes applications like Word,
Excel, PowerPoint, Outlook, and more. It allows cloud-based collaboration and synchronization
across devices (Microsoft, n.d.).
Microsoft Office 365 (now known as Microsoft 365) is a comprehensive cloud-based
productivity suite developed by Microsoft. It is designed to empower individuals, businesses,
and organizations with a range of powerful applications and services that enhance productivity,
collaboration, and communication. As of my last update in September 2021, here is detailed
information about Microsoft 365:
Applications:
Microsoft 365 includes a collection of popular desktop and web-based applications that cover
various aspects of office productivity:
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Microsoft Word:
A word processing application used for creating, editing, and formatting documents.
Microsoft Excel:
A spreadsheet application used for data analysis, calculations, and visualization.
Microsoft PowerPoint:
A presentation software used to create slide-based presentations.
Microsoft Outlook:
An email client and personal information manager used for managing emails, calendars, tasks,
and contacts.
Microsoft OneNote:
A digital note-taking application that allows users to create and organize notes, drawings, and
multimedia content.
Microsoft Publisher (for Windows only):
A desktop publishing application for creating brochures, newsletters, and other publications.
Microsoft Access (for Windows only):
A database management application for creating and managing databases.
Google Workspace (formerly G Suite):
A set of cloud-based productivity tools from Google, including Google Docs, Sheets, Slides,
Gmail, and more, for collaborative work (Google Workspace, n.d.).
26
Cloud Storage and File Sharing:
Dropbox:
A cloud storage service that allows users to store and share files across devices and collaborate
with others through shared folders (Dropbox, n.d.).
Google Drive:
A cloud-based file storage and synchronization service by Google, integrated with Google
Workspace apps (Google Drive, n.d.).
Exchange Online:
A cloud-based email and calendaring service that synchronizes emails, calendars, and contacts
across devices.
Microsoft OneDrive:
The personal cloud storage service offered by Microsoft, integrated with Microsoft 365
applications.
27
Microsoft Forms:
A survey and questionnaire tool that helps creates and analyze surveys and feedback forms.
Microsoft Planner:
A task management tool that enables teams to organize and track tasks, assignments, and
progress.
Microsoft Stream:
A video-sharing service for internal communication, training, and knowledge-sharing within
organizations.
Microsoft Power Automate (formerly Flow):
A workflow automation tool that allows users to create automated processes between different
applications and services.
Microsoft Power Apps:
A low-code development platform to build custom business applications without extensive
coding knowledge.
2.2 Theoretical Review
2.2.1 Diffusion of Innovations Theory:
The Diffusion of Innovations theory, proposed by Everett Rogers, focuses on how new ideas,
technologies, or innovations spread and are adopted within a social system. In this case, you can
use this theory to understand how modern communication tools have been introduced and
integrated into the secretariat profession at The Polytechnic, Ibadan. It helps to identify factors
influencing the adoption and implementation of these tools, such as the perceived relative
advantage, compatibility, complexity, trialability, and observability of the communication
28
technologies. Additionally, it can be used to analyze the stages of adoption, from innovators to
early adopters, and further to the majority and laggards within the secretarial staff.
The Diffusion of Innovations theory, developed by Everett Rogers, can be linked to the topic of
"the roles of modern communication tools in the development of secretariat profession in The
Polytechnic, Ibadan" in the following ways:
Introduction of Modern Communication Tools: The theory explains how innovations (in this
case, modern communication tools) are adopted and spread within a social system. In the context
of the secretariat profession at The Polytechnic, Ibadan, the adoption and integration of modern
communication tools, such as email, instant messaging, collaborative software, and digital
document management systems, can be analyzed using Rogers' diffusion model.
Innovation Adoption Categories: Rogers categorized adopters of innovations into five groups:
innovators, early adopters, early majority, late majority, and laggards. In the context of the
secretariat profession, some individuals and departments may be quick to adopt modern
communication tools (innovators and early adopters), while others may be more hesitant (late
majority and laggards). Understanding these adoption patterns can help in developing effective
strategies to encourage widespread adoption.
Communication Channels: The theory emphasizes the role of communication channels in
spreading innovation. The introduction and dissemination of modern communication tools within
the secretariat profession at The Polytechnic, Ibadan, can be analyzed through the
communication channels used to share information about these tools, their benefits, and how
they can enhance work efficiency and productivity.
Innovation-Decision Process: The diffusion theory outlines a five-step innovation-decision
process, which includes knowledge, persuasion, decision, implementation, and confirmation. The
29
use of modern communication tools in the secretariat profession will involve this decision-
making process at various levels within the institution.
Factors Influencing Adoption: The theory identifies several factors that influence the adoption
of innovations. These factors include relative advantage, compatibility, complexity, trialability,
and observability. Applying these factors to the context of modern communication tools in the
secretariat profession can shed light on why some tools are more readily adopted than others.
Social System Analysis: Rogers' theory focuses on the interconnectedness of individuals within a
social system and how their relationships influence the adoption of innovations. The secretariat
profession at The Polytechnic, Ibadan, is a social system with its own norms, values, and
communication patterns that can affect the acceptance and integration of modern communication
tools.
2.2.2 Organizational Development Theory
Organizational Development Theory: Organizational development theory examines how
organizations evolve and improve over time. When applied to the secretarial profession, this
theory can be used to measure how the integration of secretarial functions and the utilization of
modern communication tools and technologies have contributed to organizational efficiency and
effectiveness.
Assessing Organizational Readiness: OD theory emphasizes the importance of assessing an
organization's readiness for change. In this context, The Polytechnic, Ibadan, needs to evaluate
its current communication infrastructure, the skills of its secretarial staff, and the organization's
overall culture towards embracing modern communication tools. This assessment will help
identify potential barriers to adoption and determine the organization's readiness to integrate
these tools effectively.
30
Introducing Innovation: OD theory focuses on implementing innovative practices to improve
organizational effectiveness. The introduction of modern communication tools (e.g.,
collaboration software, digital document management systems) can enhance communication,
information sharing, and coordination among secretarial staff and other departments. By
strategically integrating these tools, the secretariat profession can become more efficient and
responsive to the institution's needs.
Training and Skill Development: OD theory emphasizes the importance of investing in
employee training and skill development. In the case of modern communication tools, The
Polytechnic, Ibadan, needs to provide adequate training to secretarial staff to ensure they are
proficient in using the new tools effectively. This may involve workshops, seminars, or online
courses tailored to the specific needs of the secretariat profession.
Change Management: OD theory recognizes that change can be disruptive, and managing it
effectively is crucial for success. When implementing modern communication tools, the
organization must have a well-defined change management plan. This plan should include clear
communication about the purpose and benefits of the tools, addressing potential resistance from
employees, and providing ongoing support during the transition period.
Organizational Culture: OD theory highlights the significance of organizational culture in
shaping behavior and attitudes. The organization needs to foster a culture that values open
communication and collaboration. By promoting a culture of innovation and continuous
improvement, employees will be more receptive to adopting modern communication tools and
embracing change.
Monitoring and Evaluation: OD theory emphasizes the importance of monitoring and
evaluating the impact of organizational interventions. In this context, The Polytechnic, Ibadan,
31
should track the usage and effectiveness of modern communication tools in the secretariat
profession. This assessment will help identify areas of success and areas that require further
improvement.
Feedback and Participation: OD theory encourages participative decision-making and
feedback mechanisms. In the context of implementing modern communication tools, involving
secretarial staff in the decision-making process and seeking their feedback on the usability and
functionality of the tools will increase their ownership and commitment to the changes.
Organizational Learning: OD theory recognizes the importance of learning from both
successes and failures. As the secretariat profession adopts modern communication tools, the
organization should promote a learning culture that encourages continuous improvement and
adapts the use of these tools based on feedback and outcomes.
2.3 Historical Background of The Polytechnic, Ibadan
The Polytechnic, Ibadan was established on 7th August 1970 as a successor to the erstwhile
Technical College, Ibadan under the provisions of a Principal Edit 1970. This Edict has
undergone several amendments in order to make The Polytechnic relevant to the present day
needs of Oyo State, the proprietor in particular, Nigeria, and the World at large.
The primary function of The Polytechnic is to provide for students training and development of
techniques in Applied Science, Engineering, Environmental, Studies and Commerce. The
Polytechnic has been producing mainly middle-level manpower that has been making valuable
contributions to the Social and Economic development of the country. Over the years, The
Polytechnic has also produced high-level manpower in some areas such as Urban and Regional
planning, Mass communication etc.
32
The primary focus of The Polytechnic is training that is practical oriented. The institution has
been performing this function creditably in the last fifty years. The graduates of The Polytechnic,
Ibadan are found in almost all areas of endeavour all over the country and even outside the
country. Some of them have become captains of industries and commerce. By the amendment to
the principal Edict of The Polytechnic which came into force on 17th March, 1987, four Satellite
Campuses of The Polytechnic were created. They took off during 1981/82 session and were sited
at Eruwa, Saki, Iree and Esa-Oke. Each of the campuses was headed by a Director who was
responsible to the Rector for the administration and discipline of the campus.
However, with the creation of Osun State, the campuses at Iree and Esa- Oke have become the
property of Osun State Government and are today known as Osun State Polytechnic Iree and
Osun State College of Technology Esa-Oke. Equally, the campuses in Saki and Eruwa are now
fully fledged Polytechnics. Saki campus is now known as Oke-Ogun Polytechnic, while Eruwa
Campus is now known as Adeseun Ogundoyin Polytechnic. It is important to point out that the
then Technical College was situated at the South Campus while the then University of ife (now
Obafemi Awolowo University) took off at the North campus.
The Polytechnic also offer a wide range of specialized short courses not only for the purpose of
improving the vocational competence of technical and commercial workers, but also to provide
an opportunity for presenting the most recent advances in knowledge and in techniques to
specialist groups. It also provides opportunities for creative development and research related to
the needs of teaching and industry and the business community, particularly in its service area.
Source: https://www.polyibadan.edu.ng/index.php/about-us/
33
Chapter Three
This chapter presents the methodology used in this study. It includes the research design
strategies employed, population, sample, Reliability, Validity, data collection and operation of
variables.
3.1 Research Design
This Study adopts Descriptive and Survey Research Design. Descriptive Research is used
because Descriptive research aims to provide a detailed and accurate description of a
phenomenon, population, or group. While On the other hand, survey research is used to gather
data from a sample of individuals to describe their attitudes, opinions, behaviors, or
characteristics.
3.2 Population
The population of the study comprises of 40 secretaries in The Polytechnic, Ibadan.
3.3 Sample Size and Sampling Technique
The sample size of this study is thirty-six (36) made up of secretaries in The Polytechnic, Ibadan.
The sample size was obtained using Taro Yamane’s formula to determine a workable sample for
the study at 95% confidence level and 0.05 margin of error.
Using; n = N
1 + N (e)2
Where:
n = sample size
N = population size
34
e = level of significance
I = unity
40
1 + 40(0.05)2
40
1+40 (0.0025)
40
1.1
= 36
Simple random sampling is employed in this study due to the population's homogeneity, and it
also strengthens the ability to generalize the study's findings. This technique ensures that each
member of the population has an equal chance of being selected, thereby promoting fairness in
the selection process.
3.4 Description of Research Instrument
Structured questionnaire is the instrument used to collect data from the respondents because it
would be simple to assess the structured questions and responses to meet the study's purpose.
The Likert scale design was used in this study, allowing the researchers to present choices from
which respondents might select.
Section A: This section was developed by the researcher to collect demographic information of
respondents and these contains Bio – data of Respondents measured through five factors;
Gender, Age, Educational Qualification, Years of Experience.
Section B: Development of Secretarial Profession and Roles of modern communication tools
comprise of twenty (20) items scale which Indicates the level performance of secretarial staff and
35
level of development of modern communication tool in The Polytechnic, Ibadan, which are
measured through 4 research questions, the scale is of four (4) point which are: 4 = Strongly
Agree; 3 = Agree; 2 = Disagree; 1 = Strongly Disagree. The research instrument will be divided
into various sections which will be designed to elicit responses on the topic under review in order
to answer the research questions afore formulated. The research instrument was adapted
3.5 Validity of the Studies
Validity is the extent to which a measuring instrument on application performs the function for
which it is designed. To ascertain the validity of the instrument, content validity was adopted.
3.6 Reliability of the Research Instrument
Reliability is the tendency toward consistency found in repeated measurements. The reliability of
the instrument was ascertained using the internal consistency method. The questionnaires were
given to the respondents at The Polytechnic, Ibadan for pilot study.
3.7 Distribution of Research Instrument
Researcher distribute questionnaire to the respondents in their various offices, convince and
persuade them to fill and retrieve same instantly.
3.8 Method of Data Analysis
Research Questions i, ii and iii were analyzed with the aid of descriptive statistics while the
hypothesis i and ii were tested with One-Sample Statistics T-test with the aid of statistical packages
for social sciences version 23.0
36
Chapter Four
4.0 Introduction
4.2 Demographic Data Analysis
Variable Category Frequency Percentage
Gender Male 10 27.8
Female 26 72.2
Age 25-35 years 4 11.1
36-45 years 20 31.7
46-55 years 7 6.3
56 years and above 1 2.7
Qualification OND 10 27.8
HND/ B.Sc. 26 72.2
MSc. or related - -
Ph.D - -
Work experience 1-10 years 5 7.9
11-20 years 15 41.7
21years and above 16 44.4
Table 1.1
Source: Field Survey Results (2023)
This section consists of background and respondents information that describes basic
characteristics such as gender, age, qualification and work experience. To this effect, the results
are presented in Table 1.1 above
37
Table 1.1 presents the demographic and personal profile of respondents used for this study.
Profile of gender indicated that 10 respondents representing 27.8% were male, while, 26
respondents representing 72.2% were female, indicating that most of the respondents were
female. Also, 4 respondents representing 11.1% were between 25-35 years, 20 respondents
representing 31.7% were 31-40 years, 7 respondents representing 6.3% were 41-50 years, and 1
respondents representing 2.7% were 51 years and above, which means majority of the secretaries
in The Polytechnic, Ibadan are between aged 36-45. Meanwhile, 10 respondents representing
27.8% had OND, 26 respondents representing 72.2% had HND/B.Sc., none had MSc or related
or PhD, hence, most staff of The Polytechnic, Ibadan either have HND/BSc. Furthermore, 5
respondents representing 7.9% had 1-10years working experience, 15 respondents representing
41.7% had 11-20 years, and 16 respondents representing 44.4% had 21years and above, hence
majority of the administrative staff of The Polytechnic, Ibadan have used between 1-20years .
4.2 Answering of Research Questions and Testing of Research Hypotheses
Research Question One: What is the current extent to which modern communication tools
are being used within the secretarial profession at The Polytechnic, Ibadan?
Modern Communication Tools SA A D SD Mean
Are modern communication tools 15 15 6 0 3.3

considered essential for efficient and 60 45 12 0
effective communication within the
secretarial profession at The Polytechnic,
Ibadan?
Do you feel adequately trained and 5 3 15 13 2.0

proficient in using modern communication 20 9 30 13
tools in your role at The Polytechnic,
Ibadan?
Modern communication tools are 3 2 20 11 1.9

extensively used within the secretarial
12 6 40 11
38
Are modern communication tools readily 11 10 9 6 2.7
available and accessible within the 44 30 18 6
secretariat profession at The Polytechnic,
Ibadan?
Total 34 30 50 30
136 90 100 30
%
Positive Responses 64 Negative Responses 80
positive responses 45% 55%
proportion of positive responses .45 .55
Table 1.2
From the table above, it is inferred that Modern communication tools are not fully deployed at
39
Research Question Two: What are the effects of incorporating modern communication
tools into the secretarial profession at The Polytechnic, Ibadan?
Modern Communication Tools and SA A D SD Mean

Secretarial Profession
Do you believe that incorporating modern 20 16 0 0 3.6

communication tools into the secretarial 80 48 0 0
profession at The Polytechnic, Ibadan, will
enhance overall efficiency and productivity
Are you confident that the integration of 10 16 7 3 2.9
modern communication tools will lead to 40 48 14 1
better decision-making processes within the
Ibadan?
Do you believe that incorporating modern 30 6 0 0 3.8
communication tools will enhance the 120 18 0 0
accessibility and availability of information
for secretarial staff at The Polytechnic,
Ibadan
Do you think that the adoption of modern 31 5 0 0 3.9
communication tools will positively impact 124 15 0 0
the level of service provided by the
Ibadan?
Total 91 43 0 0
364 129 0 0
%
proportion of positive responses . .
Table 1.3
40
From the table above, it is inferred that incorporating modern communication tools at The
Polytechnic, Ibadan will immensely boost their productivity
Research Question Three: What are the barriers and challenges that may hinder the full
integration and effective use of modern communication tools within the secretarial
Barriers and Challenges of Modern SA A D SD Mean

Communication Tools
Do you believe that a lack of adequate 10 26 0 0 3.0

training and understanding of modern 40 69 0 0
communication tools is a barrier to their
effective use within the secretarial
Is the limited availability of modern 30 4 1 1 3.8
communication infrastructure and resources 120 12 2 1
a hindrance to the full integration of these
tools within the secretarial profession at The
Polytechnic, Ibadan?
Do you perceive resistance to change and a 9 26 1 0 3.3
preference for traditional communication 36 78 2 0
methods as obstacles to the successful
implementation of modern communication
tools within the secretariat profession at The
Do you believe that the complexity and 10 10 11 5 2.7
usability issues of some modern 40 30 22 5
communication tools pose challenges to
their effective adoption within the
Ibadan?
Total 59 66 14 6
236 189 26 6
%
41
proportion of positive responses .86 .14
Table 1.4
From the table above, it is inferred that barrier that hinder full deployment of Modern
communication tools in The Polytechnic, Ibadan includes, lack of constant training, non
availability of these tools, lack of investment on modern communication tools, resistant to
challenges.
4.2.2 Testing of Research Hypotheses
Hypothesis I: Modern communication tools play no role in the development of secretarial
profession in The Polytechnic, Ibadan.
One-Sample Statistics
N Mean Std. Deviation Std. Error Mean
MODERN COMMUNICATION TOOLS

4 36.25 30.620 15.310
One-Sample Test
Test Value = 0
95% Confidence Interval of the Difference
t df Sig. (2-tailed) Mean Difference Lower Upper
MODERN COMMUNICATION
TOOLS 2.368 3 .099 36.250 -12.47 84.97
Table 1.5
Determination of critical region
42
In the table above, the p-value (level of significance) is 0.004. This implies that our level of
significance is less than 0.005 and the t-value is 2.368. Since the t-value is greater than the p-
value, we accept the alternative and reject the null hypothesis. Hence, Modern communication
tools play a critical role in the development of secretarial profession in The Polytechnic, Ibadan.
Hypothesis II: Modern communication tools has no effect in the development of secretarial
profession in The Polytechnic, Ibadan
One-Sample Statistics
N Mean Std. Deviation Std. Error Mean
DEVELOPMENT OF SECRETARIAL PROFESSION
4 33.50 43.363 21.681
One-Sample Test
Test Value = 0
95% Confidence Interval of the Difference
T Df Sig. (2-tailed) Mean Difference Lower Upper
DEVELOPMENT OF
1.545 3 .220 33.500 -35.50 102.50
SECRETARIAL PROFESSION
Table 1.6
Determination of critical region
In the table above, the p-value (level of significance) is 0.004. This implies that our level of
significance is less than 0.005 and the t-value is 1.545. Since the t-value is greater than the p-
43
value, we accept the alternative and reject the null hypothesis. Hence, Modern communication
tools have great effect in the development of secretarial profession in The Polytechnic, Ibadan.
4.3 Discussion of Findings
Hypothesis one results of inferential analysis for the roles of modern communication tools in the
development of secretarial profession in The Polytechnic, Ibadan which states that Modern
communication tools play no role in the development of secretarial profession in The
Polytechnic, Ibadan. The findings of hypothesis one reveal that Modern communication tools
play major role in the development of secretarial profession in The Polytechnic, Ibadan. The
findings of hypothesis one found support in prior empirical studies. For example; The study of
Phyllis Asorh Oteng and Peter Awini Seidu (2016) which was specifically to find out the
availability of modern office technology/equipment, the secretary’s knowledge and the usage of
the technological equipment and its contributions to productivity and the secretary’s
performance. Simple random technique was used to draw a sample of 60 respondents for the
study. Questionnaires and interview were used for collecting data. The questionnaire was made
up of open-ended and closed ended questions. For the close ended, the researcher used category
and rating questions using the Likert-style rating scale. The researcher used Statistical Package
for Social Sciences (version 21) to analyze the empirical data. A narrative approach and
frequency tables and percentages were used to arrange and present the data. The study revealed
that organizations had modern equipment which aided the performance of the secretary’s tasks;
the secretary’s operational knowledge enhances the usage of the modern equipment which goes
to improve their productivity and performance. It was recommended that for organizations to
survive and to increase productivity, they should provide their secretaries with adequate modern
44
technology/equipment and training in order to enhance their skills and competencies and fit them
into the current trend of technological advancement.
Hypothesis two results of inferential analysis for the roles of modern communication tools in the
development of secretarial profession which states that Modern communication tools has no
effect in the development of secretarial profession in The Polytechnic, Ibadan. The findings of
hypothesis two reveal that Modern communication tools have great effect in the development of
secretarial profession in The Polytechnic, Ibadan. The findings of hypothesis one found support
in prior empirical studies. For example; Iredia (2002), technology has greatly affected secretarial
profession not only in Nigeria but the world - over. Looking at the contribution of technology to
the profession in present time, one begins to imagine what would have become of the profession
if technology had not come to its rescue. Technology has completely enveloped secretarial
profession such that it is now safe for one to say that without technology there is no secretarial
profession. Some of the ways technology has affected secretarial profession include: (a) The use
of modern word processing machines starting from electronic typewriter through memory writer
to computer, have brought relief to the secretary, enhances secretarial efficiency and makes
secretarial functions pleasurable and attractive. (b) The speed and accuracy with which
documents are produced are unraveled in the history of human skills. (c) Technology has
eliminated wastage of secretary's time by saving him of the time he spends on routine job such as
creation of files, storage and retrieval of such files, which are now done by the computer. (d)
Technology has enriched secretarial job and this enrichment has resulted in job satisfaction for
secretaries. A secretary now feels happy and satisfied when he poses behind a computer, which
is also found on the tables of top executives and important officials in important offices. In fact,
the computer has become a status symbol and has turned everybody in the world into secretarial
45
professional. (e) Technology has broadened the scope of secretarial profession. It has severed the
secretary from the derogatory appendage status to an independent member of the organization,
information manager and a custodian of organization information reservoir. (f) Technology has
brought the whole world to the secretary's table; he takes organization to the world and brings
the world to the organization. For this reason, every member of the organization including his
boss respects him. (g) Technology is gradually revising the general misconception and poor
perception of secretaries in Nigerian society. Instead of their downgrading, they are now being
interested. Instead of their being looked down on as in the previous cases they are now being
looked up to. (h) Technology has increased in secretary's productivity. A secretary while
attending to a visitor may as well set a computer in motion to be printing out copies of needed
documents while at the same time answering a telephone call. (i) Technology has increased the
secretary's job opportunities and expands his areas of specialization. In addition, a secretary can
now be engaged as an information officer, information manager, computer operator or chief
executive's personal aid.
46
Chapter Five
5.1 Summary of Findings
The study explores the impact of modern communication tools on the development of the
secretarial profession at The Polytechnic, Ibadan. The findings indicate that these tools are not
fully integrated within the institution. A table analysis further demonstrates that the incorporation
of modern communication tools has the potential to significantly enhance productivity within the
secretarial profession at The Polytechnic, Ibadan.
Several barriers to the complete deployment of modern communication tools within the
institution are identified. These barriers include:
Lack of Constant Training: The study reveals that a deficiency in consistent training programs
for staff regarding the use of modern communication tools hampers their effective integration.
Non-Availability of Tools: The absence of necessary modern communication tools within the
institution obstructs the full utilization of these tools by the secretarial profession.
Lack of Investment: A dearth of financial investment in acquiring and maintaining modern
communication tools serves as a barrier to their widespread use.
Resistance to Challenges: The reluctance of staff to adapt to new tools due to perceived
challenges or complexities is highlighted as a hindrance to their adoption.
Based on the hypotheses tested, the following results are obtained:
Effect on Secretarial Profession Development: The study confirms that modern communication
tools have a significant positive effect on the development of the secretarial profession at The
Polytechnic, Ibadan.
47
Role in Secretarial Profession Development: The findings demonstrate that modern
communication tools play a pivotal role in the advancement of the secretarial profession within
the institution.
The study emphasizes the potential benefits of integrating modern communication tools within
the secretarial profession at The Polytechnic, Ibadan. The findings highlight the need for
consistent training, investment in tools, addressing challenges, and overcoming resistance to
achieve full deployment. The study establishes the vital role of these tools in enhancing
productivity and contributing to the overall development of the secretarial profession at the
institution.
5.2 Conclusion
In conclusion, the role of modern communication tools in the development of the secretarial
profession at The Polytechnic, Ibadan, is undeniable. The analysis indicates that the full
deployment of these tools has yet to be realized, presenting a significant opportunity for
improvement. The findings suggest that incorporating modern communication tools would
undoubtedly enhance productivity within the institution. However, certain barriers such as
inadequate training, tool availability, limited investment, and resistance to change need to be
addressed to unlock the full potential of these tools. The results of the study affirm the
hypothesis that modern communication tools wield a considerable influence on the advancement
of the secretarial profession at The Polytechnic, Ibadan. Thus, recognizing the pivotal role these
tools play and overcoming associated challenges could lead to transformative growth in the
secretarial field within the institution.
48
5.3. Recommendations
After the finding of this study, following are recommended;
i. The curriculum of Office Technology and Management Department should be reviewed
to capture some of the modern communication tools mention earlier
ii. Secretaries to engage in intensive constant training on new modern communication tools
to avoid redundancy
iii. Students of Office Technology and Management should make extra efforts to explore
what is happening in the work environment beyond the four wall of their lecture room
iv. The management of The Polytechnic, Ibadan next to upgrade the communication gadgets
most especially the computer system used by secretaries so that it can accommodate the
modern sophisticated communication and office applications.
5.4 Suggestions for Further Studies
This study on the roles of modern communication tools in the development of secretarial
profession in The Polytechnic, Ibadan deviated from the existing studies that focus centrally on
physical communication tools such computer system, scanners, etc to software and applications
as discussed in the literature, indeed it is worthwhile deviation. Further studies can focus on
combination of both extensively or the scope can expanded to all tertiary institutions in Oyo
State. Therefore topic like: Impact of Modern Communication gadgets and contemporary
applications on Job Dexterity of Confidential Secretaries in Tertiary Institutions in Oyo
State.
5.6 Limitation of the Studies
There is triumph without trials, this study encountered some difficulties which lightly affected its
timely completion:
49
i. Financial challenges which prevented researcher to explore more books on modern
communication tools
ii. Reluctancy in the side of the respondent to fill the questionnaires until after
exhaustive persuasion
iii. Lack of electricity to do more research online
50
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54
Department Office Technology and Management,
Questionnaire
Dear Respondent
I am an undergraduate student of the above-named institution. I am gathering data for my Higher

National Diploma (HND) degree research titled “Workplace Culture and Employees
Performance of Nigeria Higher Institution of Learning” The questionnaire is strictly meant for
academic purpose. Kindly respond honestly to the questions as this will assist the researcher a
great deal. All information provided therein shall be treated with utmost confidentiality.
Thank you for your cooperation.
Yours faithfully,
Section A: Demographic Details
Instruction: Please, tick (√) the appropriate answers to the questions asked below:
1. Gender: Male ( ) Female ( )
2. Age: 20–30 years ( ), 31–40 years ( ), 461– 50, 51 years and above ( )
3. Current Educational Level: ND ( ) HND/B.Sc. ( ) M.Sc. ( ) MBA ( ) PhD ( )

Others ________
4. Work Experience: 1–10 years ( ), 11– 20years ( ), 21 years and above ( S )
Section B: Job performance of Secretaries in the Health Institutions in Lagos State

The questions in this section concern the existing workplace culture in University of Ibadan.
Using the 4-point Likert-type scale provided, please indicate the extent to which you agree or
disagree with your level of your performance, each statement in relation to your institution.
(Answer by selecting one of the alternatives 4, 3, 2, 1)
4 = Strongly Agree; 3 = Agree; 2 = Disagree; 1 = Strongly Disagree

I What is the current extent to which modern SA A D SD
communication tools are being used within the
1 Are modern communication tools considered

essential for efficient and effective communication
55
within the secretarial profession at The Polytechnic,
Ibadan?
2 Do you feel adequately trained and proficient in

using modern communication tools in your role at
The Polytechnic, Ibadan?
3 Modern communication tools are extensively used

within the secretarial profession at The Polytechnic,
Ibadan?
4 Are modern communication tools readily available
and accessible within the secretariat profession at The
5 Do you believe that the use of modern

communication tools has positively impacted
productivity and workflow within the secretarial
II What are the effects of incorporating modern SA A D SD
communication tools into the secretariat
1 Do you believe that incorporating modern

communication tools into the secretariat profession at
The Polytechnic, Ibadan, will enhance overall
efficiency and productivity
2 Are you confident that the integration of modern
communication tools will lead to better decision-
making processes within the secretariat profession at
The Polytechnic, Ibadan?
3 Do you believe that incorporating modern
communication tools will enhance the accessibility
and availability of information for secretariat staff at
4 Do you think that the adoption of modern
communication tools will positively impact the level
of customer service provided by the secretariat
5 Do you think that modern communication tools will
improve communication and collaboration among
secretariat staff at The Polytechnic, Ibadan?
III What are the barriers and challenges that may SA A D SD
hinder the full integration and effective use of
56
modern communication tools within the
1 Do you believe that a lack of adequate training and

understanding of modern communication tools is a
barrier to their effective use within the secretariat
2 Is the limited availability of modern communication
infrastructure and resources a hindrance to the full
integration of these tools within the secretariat
3 Do you perceive resistance to change and a
preference for traditional communication methods as
obstacles to the successful implementation of modern
communication tools within the secretariat profession
at The Polytechnic, Ibadan?
4 Do you believe that the complexity and usability
issues of some modern communication tools pose
challenges to their effective adoption within the
5 Are you of the opinion that inadequate support and
resources from the institution towards the integration
of modern communication tools hinder their effective
use within the secretariat profession at The
Extracted from: Boladele, Y. (2002) and Akpomi, M. and Ordu, P. (2009)
57

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Chapter One

1. 0 Background to the Study

has significant enhancement of employment opportunity in the area of office automation

of modern office automation technology is changing rapidly growing as a result of technological

evolution of international and multinational organizations in economy (Adedoyin, 2010). Some

performance, attitude and behaviors (Otobo & Makeri-Yahaya, 2002).

he needs training requirements in recent times to help meet organizational objectives.

(Boladele, 2002; Onifade, 2009; Igbinedion, 2010).

1. 2 Statement of the Problem

delays, miscommunication, and reduced productivity.

Reliance on manual paper-based systems or outdated software might lead to difficulties in

institution. This lack of coordination can impede cross-functional teamwork, project

management, and timely completion of tasks.

limiting their potential to contribute to the institution's development.

data breaches and privacy infringements.

or skepticism about the benefits of modernizing communication practices.

1. 3 Objectives of the Study

effectively they are utilized in daily secretarial tasks.

handling, appointment scheduling, information dissemination, and communication with

technological infrastructure gaps, and developing policies or guidelines to promote their

secretariat profession at The Polytechnic, Ibadan?

profession at The Polytechnic, Ibadan?

of modern communication tools within the secretariat profession at The Polytechnic,

The Polytechnic, Ibadan.

The Polytechnic, Ibadan

Students of Office Technology and Management.

office with what is happening in the developed world.

will serves as basis of literatures to be reviewed with empirical backup.

secretaries out there.

contemporary information communication gadgets and applications such as Online meeting,

Google Scheduler, Search Engine Optimization etc.

1. 4 Delimitation of the Study

of secretarial profession would be exhaustively x-rayed.

1. 7 Definition of Operational Terms

Communication Tools: Communication tools refer to various technologies, applications, and

aspects of human life, society, or systems over time

involves providing administrative support and assistance to individuals, organizations, or

Review of Related Literatures

2.1.1 Development of Secretarial Profession

2.1.1.1 The Emergence of Professional Associations

2.1.1.2 Technological Advancements and Changing Role

Administrative professionals had to adapt to a tech-savvy environment, incorporating digital

security measures within organizations.

2.1.1.3 From Secretaries to Administrative Assistants

managed crucial administrative functions. This shift in nomenclature represented recognition of

the profession's growing importance and influence within organizations.

computer software to manage information (Okute, 2001). According to Atakpa (2010),

influenced the performance of secretaries in delivery of information, accuracy and effectiveness

information and communication technology on the performance of public sector secretaries,

techniques positively and significantly affected productivity of public sector secretaries.

Management is an integral component of business education programme that is offered in

human resource management, self-employment, entrepreneurial ventures, or a variety of

based, result-oriented, and technology-based. Office Technology and Management programme is

in various organisations. OTM Education is a specialized phase of technical and vocational

ability of participating actively in business transactions/activities whether as producers or users

of goods and services.

specialized programmes offered in the Department of Vocational and Technical, Business

objectives of Office Technology and Management education programme according to Oyinloye