CHAPTER ONE

INTRODUCTION

1.1 Background of the Study

The introduction of Information and Communication Technology (ICT) is promoting

efficiency in all areas of human activities. Individuals, groups and governments all over the world are

taking the advantage of this opportunity to transform the activities of various sectors through the

development of new skills. Information and Communication Technology has been identified as a

major factor for effective service delivery in public sector, including the local governments.

Information and Communication Technology (ICT) has changed the face of offices and consequently

made business environments to wear a new look. This is particularly noticeable in the area of office

administration and management (Agomuo, 2005). The author stated that information and

communication gadgets, equipment and facilities improve the manner in which message is preserved,

recalled, shared and relayed for information and communication purposes. Agomuo further stated that

the electronic systems are now available for the performance of many functions that were formerly

done manually in offices. This makes for greater effectiveness and efficiency in the performance of

office activities. New digital machines and electronic equipment now make for faster, neater, more

accurate and more reliable outputs. Most activities of office managers and their assistants are now

based on the use of Information and Communication Technology (ICT) which promotes

organizational efficiency.

As a result of new ideas caused by Information and Communication Technology (ICT), the

world has become a global village. Ofurum and Ogbonna (2008), in their view stated that Information

and Communication Technology (ICT) is the combination of computing, telecommunication and

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video techniques for the purpose of acquiring, processing, storing, and disseminating vocal, pictorial,

textual and numerical information. These basic objectives of ICT are made possible through the

computing, telecommunication and video techniques. The computing techniques provide the capacity

for processing and storing of information; the telecommunicating techniques provides the capacity for

communicating the information to users; and the video techniques provides the capability for high

quality display of images. Information and Communication Technology (ICT), according to Igbinoba

(2005), refers to the use of skill in combining information and communication process and devices to

obtain, analyse, store, recall and transmit accurate information from one place to another. In this

study, Information and Communication Technology (ICT) are tools used for processing, transmitting

or communicating data and information electronically. The effective use of ICT requires some

peculiar skills that are essential to any activity.

The possession of the appropriate ICT skills leads to the effectiveness and efficiency in

information processing, storage and disseminating of information in local government. Skill as a

concept is the ability to use human knowledge effectively in carrying out a given task. In view of

Nkokelonye (2008), skill is the ability to put into use acquired competencies, attitudes, and behaviour

after an exposure to theories and practices fundamental in a field of study. Ezeji and Okorie in Odu

(2010) identified three major categories of skill, which are technical skills, human skills and

conceptual skills. Technical skills encompass the understanding and proficiency in specific activities,

especially one involving methods and procedures. It is the ability to use knowledge, methods,

techniques and equipment necessary for the performance of specific tasks. The technical skills are

acquired from experience, education and training in specialised fields, such as medicine, engineering,

music, office administration, and accounting among others. Federal Republic of Nigeria (FRN)
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(2008) in the National Policy on Education (NPE) stated that technical skills are for empowering and

preparing youths for the world of work. On the other hand, human skills refer to the ability of an

individual to work effectively to encourage co-operative effort within the group of which he is

member of the team. Conceptual ability involves the ability to recognize the interdependence of the

various functions of an organisation. Conceptual skills draw heavily on one’s analytical and

diagnostics capacities to identify problems and opportunities, gather and interpret relevant

information, and make good problem solving decisions that serve the organizational purpose. In the

context of this work, a person is said to have acquired a skill when the person can competently and

professionally finish a given piece of work at a given time with minimum errors. The possession and

application of ICT skills has become indispensable in modern offices.

The strategic position which the office occupies in any given organisation as the information

nerve centre has in turn placed major emphasis on the use of Information and Communication

Technology in offices. The universal nature of the office makes it a place of action, where various

functions necessary for information handling are performed, and each function involves the use of

one form of technology or another (Agomuo, 2005). The author further stated that the office has been

described as a place where administration, which is the management and handling of information

takes place. According to Oyesode (2006), an office is a place (room or building) where the paper or

clerical work of an organisation is done. The author also pointed out that the office is a place where

administrative, clerical and financial duties in an organisation are done. In the office environment of

today, different types of business including the small, medium and large scale companies are relying

on Information and Communication Technology (ICTs) to run their primary business operations.

Devices ranging from photocopiers, computers, fax-machines, electronic communication, and image
3
processing among others have their own intelligence and are used to perform functions more

efficiently in offices (Eze, 2000). As pointed by Oyesode (2005), not only do these integrated

systems ensure the smooth operation of basic office functions, but they increasingly provide key

interfaces between management and clients in modern offices.

Business operations in modern offices are getting more complex and advanced as they are

now ICT - based demanding various skills from the secretaries. Every aspect of business operations

such as communication, finance, manufacturing and engineering is experiencing great changes

through the application of ICT devices. These functions of business are now technologically-based

and they require technology-based skills. The term information and communication technology -

based office skills are generally referred to the use of integrated computer systems to support

administrative procedures in an office environment. ICT-based office systems represent structured

methods of handling business and communication through an integrated network that may include,

word processing for generating correspondence, electronic message systems for person-to-person

communication, teleconferencing services, facsimile transmission, electronic filing system, on line

calendar systems and links to corporate files and outside services (Eze, 2000). The major features or

characteristics of ICT-based offices are that work organizations are getting increasingly flexible,

process-based and multi-tasking. According to Oranu and Ogwo (2006), the growing complexities of

office systems have made employers to seek for employees who are able to flexibly adapt, apply and

transfer knowledge to different contents under varying technological conditions and to respond

independently and creatively. Employees in modern offices, including government offices are

required to be equipped with the ICT-based office skills for easy, effective and efficient operations.

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The general functions of an office that are performed through ICT are gathering of information,

keeping information, arranging information, giving information and protecting information.

An Information and Communication Technology (ICT) – based office skills, undoubtedly,

offers new roles and responsibilities for secretary. Such new roles mean that additional training,

qualifications and skills are required from the secretaries (Akpomi and Ordu, 2009). In the past, the

secretaries’ functions were performed manually such that documents and records were maintained on

papers, stored in files and drawers. As a result of modern office equipment, secretaries require to

increases their skills for effectiveness and efficiency. Many office functions and secretarial duties

which were previously done manually have been computerized. Atakpa (2010) stated that secretarial

functions everywhere in the world have undergone a lot of technical changes. Thus, the diversities of

these office technologies require the secretary to possess new skills to enable them to be relevant in

modern offices. The introduction of Information and Communication Technology (ICT) in modern

offices and organisations would make secretarial work more interesting and more productive.

Typewriters are disappearing in favour of word processors, and spreadsheets are replacing

calculators. Information and Communication Technology (ICT) has changed the equipment and work

groups behaviours in offices. Of course, no secretary today would like to work in an office where

information processes and other secretarial activities like administrative work are still done manually

(Oni, 2001).

According to Mayer in Azih (2013), a secretary is an assistant to an executive who has the

mastery of office skills and ability to assume responsibility without direct supervision. The secretary

displays initiative, exercise judgement and takes decisions within the scope of his or her authority. A

qualified secretary should have a wide knowledge of business insight, versatile knowledge in
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accounting, personnel, office practice, and communication and knowledge of the operation of all

departments within the organisation where he or she works. This is unlike an untrained secretary who

possesses only knowledge of shorthand, typewriting and basic office practices. The employability

prospect of the secretary depends largely on the work skills acquired for employment. To meet the

challenges of ICT- based office, secretaries would need to possess skills in word processing, database

management, desktop publishing, micrographic, reprographic and office communication skills for

effective operations of ICT- based equipment and facilities (United Nation Educational Social and

Cultural Organization, UNESCO and International Labour Organisation, ILO 2004).

Word processing is the ability to use advanced hardware to manipulate words, sentences and

paragraphs. The word processor is a type of electric typewriter with storage and processing

components. One of the major features of the word processor is that as the words are typed, they are

displayed simultaneously at the Visual Display Unit (VDU) which enables the secretary to effect

corrections like deleting or inserting words, sentences and paragraphs before printing the documents

(Agomuo, 2005).

A database management system (DBMS) skill is the ability to organise large numbers of

records in a database. Adesina (2006), stated that database help in the collection of a considerable

volume of data, which are verified, stored, retrieved and updated on regular basis. It is a collection of

programs that allow users the ability to create, query and modify the structure in the database and to

control access to it. Database is used for keeping personnel records, customer’s records and assets

records.

Office communication, these are central nervous systems of today’s organisations which the

secretaries ought to acquire the skills in other to operate them. Examples are electronic mail (e-mail),
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voice mail, bulletins board systems, and facsimiles allow organisation to send messages in text, video,

or voice form or to transmit copies of document and to receive it in seconds, not hours or days. Office

communication system enhances the communications and coordination among work groups and

organisations. It also helps to reduce the flow of paper messages, letters, memos, documents, and

reports that either flood many offices and postal systems (Ayandele and Adeoye, 2010).

Desktop Publishing skills is the ability to use modern printing process that combines personal

computers and design software to create and edit layouts for producing all kinds of materials such as

reports, books, magazines, brochures, flyers, and newsletters. According to Oliverio, et al (2007),

desktop publishing is the ability to produce high quality printed documents that include both text and

graphic. It is closely related to word processing and requires many of the same skills.

A reprographic skill is the ability to produce many copies of original document. Jacci

(2003), define reprographics as a general term for the reproduction of documents or images especially

those that are virtually undistinguishable from the original. The equipment varies in sizes depending

on the volume of multiple copies to be made. A reprographic skill today involves the use of two

primary types of equipment: copiers and duplicators. Copiers use an image-forming process similar

to a camera to create copies directly from existing originals. While duplicators make copies from

masters on special paper that must be prepared before copies are reproduced.

The introductions of the word processor and other ICT applications have helped to make the

secretarial career path clearer. For a secretary to be employable in an ICT- based office, Merony

(2005), believed that the secretary must be well experienced in the specific automated office

equipment training, the concept and theory of specific automated office equipment, knowledge of the

categories of equipment and their intended uses and differences, the skill to use resource or reference
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materials properly among others. Secretaries are regarded as the strength of any organisation and in

government offices. There are two categories of secretaries in government offices: administrative

secretaries and professional secretaries. Administrative secretaries in the local government are

secretary to the local government chairman who is an appointee; they are bureaucrat and the

professional secretaries who are employed as the office staff. The administrative secretary, performs

the following functions; writing of minutes of meetings of the executive committee of the local

government and keeping the records of the meetings; co-ordination of the activities of the

departments of the local government; liaising on behalf of the chairman, with the local government

council through the Leader of the Council; liaising with the appropriate officers of the State

government on State local relations and carrying out other duties that may be assigned to him from

time to time (Kunle, A. 2008). . The professional secretaries employed by the local government

administration are fundamentally responsible for the processing, storage, retrieval and reporting of

the information. There are no organisations that can succeed without secretaries working as part of

the administration and management. Incidentally, the secretaries in the local governments (rural and

urban) seem to lack basic ICT-based office skills. The preliminary investigation conducted shows

that secretaries are not familiar with the word processing, database management, desktop publishing,

office communication and reprographic skills. It was observed from the preliminary investigation that

most of the secretaries are still performing office activities manually. These have caused delays in

processing of information, keeping information, arranging information, giving information and

protecting information. The years of experience of the secretaries with regards to the level of ICT-

based office skills possessed need to be determined for effective administration of the local

governments in any location.

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 Location is the environmental condition around which a local government is situated. It could

be urban or rural. Urban environment can be conceptualized as State or Federal headquarters with

essential amenities also that which has high population density, with power supply and road networks

(Osokoya and Akuche, 2012). Local government location can affect the secretaries output positively

or negatively. Local governments in the urban area have ICT equipment and facilities, but the

secretaries are not trained on how to use them. While rural environment is characterized by low

population density containing a low variety and isolated places, power supply has been epileptic, low,

unsteady and at times unavailable. What more of the rural area that is not encouraging in the use of

ICT equipment and facilities in local government.

The local government is the third tier of the administrative structure in Nigeria. There are 774

local government areas (LGAs) in the country. The functions of Local Governments are spelt out in

the Constitution. The local governments focus on the administration of the people at the grassroots

level which have the majority of the population of Nigeria (Olotu, 2012). Each local government is

administered by a Local Government Council, the chairman, and the vice-chairman elected with him,

the supervisory councillors, administrative secretary appointed by the chairman upon assumption of

office and professional secretaries charged with the responsibility of processing, storage, retrieval and

presentation of information. It is therefore, important that secretaries in local governments secretariats

should, however, acquire ICT skills in other to fit into the administrative world of computer for

effective and speedy work delivery in their various departments for effective administration of the

local government.

Administration is the process of organizing people and resources efficiently so as to direct

activities towards common goal and objectives. In addition, Eksteen in Makhura (2001) observes that
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administration is those functions required for effective business operations to ensure smooth day-to-

day operations of an organisation. Administration in the context of this study involves the control of

office activities, and other related administrative activities. The administrative machinery for any

organisational system must be based on certain basic principles which, according to Amebenomo

(2002), are principles of good documentation and negotiation techniques, principles of decision

making and problem solving. The author further noted that these principles constitute very important

aspects of administrative functions, and that every administrator must work for effective

communication in the organisation he or she administers. The effectiveness of these functions can

only be facilitated through the use of ICT facilities such as telephone, computer networking and e-

mail, among others in processing, managing and disseminating timely and accurate information for

organisational decision making and problem solving. Therefore, the proper use of ICT facilities is an

essential factor for successful operations and administrating of local governments. The ability of the

secretaries to expertly and accurately use ICT facilities will lead to success, effectiveness and

efficiency of service delivery in the system. Incidentally, the poor and unreliable way office processes

are being conducted especially manually in local government’s offices suggests that secretaries may

not have the required skills for ICT-based offices.

In view of the aforementioned inadequacies in communication, documentation and

information processing in local governments in Nigeria, it is doubtful if secretaries in employment of

the local governments are skilled enough in the use of ICT for their work and service delivery. The

study will be anchored on the following theories: Social-Technical Theory of Organisation,

Information/Innovation Diffusion Theory and Theory of Skill Acquisition. It is therefore imperative

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to investigate into the information and communication technology-based office skills required by

secretaries employed by local government in Delta State Nigeria.

1.2 Statement of the Problem

The local government is the third tier of government in Nigeria. It is charged with the

administration and development of the grassroots population. The local government generates,

processes, stores, retrieves and communicates the information concerning the finances, personnel,

works and politics among others for the local government area as well as the State and Federal

government. The secretaries employed by the local government administration are fundamentally

responsible for the processing, storage, retrieval and reporting of the information. These important

office functions were hitherto performed manually by secretaries are now to be performed through

Information and Communication Technologies – based in more organisations.

However, the reports on loss of data of various kinds in local government system in Nigeria,

brings to question on the extent to which ICT is used by the secretaries for processing, storing,

retrieving and communicating information in the local governments. Lack of computer to collate and

coordinate data needed to facilitate revenue generation. The cases of frauds, disclosing of different

information, insecurity of financial personnel that is the tax collectors, licensing officials among

others, political and administrative data as well as the delays experienced by staff and other

stakeholders over the sending time and receipt of local government messages, circulars and memos

add to the doubt on whether ICT facilities are used for local government activities or not. The

preliminary study carried out in local government councils in Delta State by the researcher revealed

more cases of lost circulars, memos and other documents.

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 In addition, office activities in local governments were observed to be handled manually,

although many of the offices have some ICT equipment and facilities. The scenario suggests that the

secretaries may not have the required ICT-based skills for working in the offices. Based on this, it is

therefore, pertinent for this study to determine the ICT-based office skills required by secretaries in

local governments in Delta State for effectiveness in their functions.

1.3 Purpose of the study

The major purpose of this study is to determine the ICT- based office skills required by secretaries

for effective administration of Local Governments in Delta State. Specifically, the study seeks to

determine the;

1. word processing skills

2. database management skill

3. desktop publishing skills

4. office communication skills

5. reprographic skills

1.4 Significance of the study

The findings of the study will be of immense benefit to the secretaries and the administrators

and or employees of local government councils, curriculum planners and programme developers

including National Board for Technical Education (NBTE), National Universities Commission

(NUC), and National Commission for Colleges of Education (NCCE), National Manpower Board

(NMB), and Federal and State Ministries of Education.

The findings of the study when published will be of benefits to secretaries irrespective of where they

work. The employed and the potential secretaries would through the findings from the various ICT-
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based office skills of this study become aware of the expectations and demands the profession places

on them based on emerging technologies. The secretaries would become aware of their areas of

deficiency, the type and level of training required of them. An understanding of the findings would

help the secretaries to enrol for private training and continuous learning, and apply for management

sponsorship for further training on word processing, database management, desktop publishing,

office communication and reprographic skills.

The findings of the study when published will also help the administrators of local

governments to identify the areas where the secretaries require ICT-based training. The findings of

this study would also enable the administrators of local government areas to organize database

management, word processing, reprographic, desktop publishing and office communication skills

training programmes for secretary and other local government staff for effective administration of the

local governments. The result of the study would help the local government administrators to identify

the necessary ICT facilities to be provided for secretaries for effective practice and administration of

local government offices.

Furthermore, the findings of this study when published will also enable curriculum planners

and programme developers e.g. the National Board for Technical Education (NBTE), National

University Commission (NUC), and National Commission for Colleges of Education (NCCE),

National Manpower Board (NMB) in curriculum planning, review with regards to ICT-based

facilities and skills. The knowledge of the outcome of the study would help the curriculum planners

to know the ICT skills that would be included for secretarial education in tertiary institutions in

Nigeria.

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 Above all, the findings of the study will enable Federal and State Ministries of Education to

know the areas of needs in terms of providing of facilities, re-training of secretaries and curriculum

review among others. An understanding of the findings will help the Federal and State Ministries in

charge of local government administration to organize regular training programme for secretaries in

local governments and to provide ICT facilities in the local governments. The findings will also assist

the Ministries of Education and Administrators in the recruitment of secretaries that are ICT - based

office skills compliant in the local governments. The knowledge of the findings will help the

administrators to recruit secretaries that possess the needed ICT skills for effective administration of

the local government and to sponsor the already employed secretaries for workshop, seminars

conferences on ICT skills required for office administration.

1.5 Research Questions

The study will answer the following research questions:

1. What are the word processing skills required by secretaries for effective administration of

Local Governments in Delta State?

2. What are the database management skills required by secretaries for effective administration

of Local Governments in Delta State?

3. What are the desktop publishing skills required by secretaries for effective administration of

Local Governments in Delta State?

4. What are the office communication skills required by secretaries for effective administration

of Local Governments in Delta State?

5. What are the reprographic skills required by secretaries for effective administration of Local

Governments in Delta State?

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 1.6 Hypotheses

The following hypotheses formulated for the study will be tested at 0.05 level of significance:

Ho1: There is no significant difference in the mean ratings of administrative secretaries and

professional secretaries on the word processing skills required by the secretaries for effective

administration of local governments.

Ho2: There is no significant difference in the mean ratings of administrative secretaries and

professional secretaries on the database management skills required by secretaries for

effective administration of local governments.

Ho3: There is no significant difference between the mean ratings of administrative secretaries and

professional secretaries on desktop publishing skills required by secretaries based on their

years of experienced for effective administration of local governments.

H04: There is no significant difference between the mean ratings of administrative secretaries and

professional secretaries in urban and rural areas of local governments.

H05: There is no significant difference among the mean ratings of administrative secretaries and

professional secretaries on age differences.

1.7 Scope of the study

The study will be limited to Ethiope East local government in Delta State, Nigeria. Delta State is a

State in Southern Nigeria. The study will be limited to information and communication technology-

based office skills required by secretaries for effective administration of local governments. This

study is specifically delimited to the skills required by the secretaries in word processing, desktop

publishing, database management, reprographic, and office communication skills.

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 CHAPTER TWO

REVIEW OF RELATED LITERATURE

The literature review to this study will be organized under the following sub-headings;

1. Information and Communication Technology (ICT) Skills Office

2. ICT- based office skills Secretaries Administration

3. Local Governments Administration

4. Theoretical Framework

a) Socio-Technical Theory of Organization

b) Information/Innovation Diffusion Theory

c) Theory of Skill Acquisition

5. Summary of Reviewed Literature

2.1 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 organisation 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

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mail in an effort to reduce the need for secretarial support and make the employee-secretary very

productive (Osuala, 2004).

Technological innovations have brought changes in all areas of human endeavour. Idih (2005)

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 (2005), states that these technological changes have

made traditional office function to be out modelled. In the same vein, Boladale (2002), 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 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 (2002), 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, (2000) 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
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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 (2007) 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 (2003), described information and communication technology as electronic technologies for

collecting, storing, processing and communicating information. Rai and Bhattacharya (2005) agreed

that, Information and Communication Technology (ICT) is one of 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, 2010).

In addition, Information and Communication Technology, according to Akinyemi (2001),

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

to embrace these technologies. The United Nations Development Programme (2001) 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

(2002) 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 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
19
creation of knowledge and to distribute and benefit from knowledge products (Law and Quale, 2003).

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.

Skill

The term “skill”, could be referred to as the ability to do a job or work very well. Tonne et al.

cited in Obi (2005), referred to skill as the ability to use one’s knowledge effectively and readily in

performing an act, or a habit of doing a particular thing competently. Okafor in Oladipo (2005),

described skill as the ability to do something well and expertly. Nkokelonye (2008), in his

contribution to the concept of skill stated that it is the ability to put into use acquired competencies,

attitudes, and behaviour after an exposure to theories and practices fundamental in a field of study. A

skilled person, in view of Osuala (2004), is one who is competent to perform with high degree of

expertise the work in one or more specialised divisions of a given trade.

Generally, skills refer to the ability to use one’s knowledge effectively and readily in

carrying-out a given task. According to Okorie (2006), skill is a well-established habit of doing

something. The author identified two major components of skills - the knowledge component and the

activity component. The later is made up of motor and perceptual skills. The practical or activity

component of skills relate to those areas of knowledge that pertain to the mode of doing things.

Likewise, there are skills relating to information processing that secretaries ought to acquire

for effective job performance. Nwosu in Eze (2007) asserted that office workers will be required to

acquire skills in the areas of word processing, database processing, office communication, and image
20
processing, reprographic and office telecommunication skills. Nwosu (2002) also stated that with the

developing of technological devices ranging from electronic typewriters, word processors, computers,

reprographic and micrographic equipment and internet facilities, the secretary requires developing

new skills, attitudes and knowledge to meet up with the technological changes. The author listed the

following information processing skills using different word processing package, activating the

computer and other word processing equipment, typing, input data from original source document

with speed and accuracy, revising typed document by inserting, deleting, replacing and shuffling text,

and proof reading soft copy, storing and retrieving document and printing finished documents. The

author also identified skills in reprographic and micrographic functions such as photocopy duplicating

and electronic filing.

In view of Ile in Eze (2007), information processing in this era of information and

communication technology requires the acquisition of new skills such as fast and accurate

keyboarding for composition, familiarity with hardware and software, ability to operate computer and

also use database, electronic messaging and other communication software. Others include ability to

use forecasting software, the skills to use video conferencing system and a brood understanding of

different technologies and benefits and problems. In confirmation of this assertion, Agomuo (2001),

states that database and word processing operation require new technological skills acquisition. This

was based on the fact that modern methods of performing database and word processing task are

largely ICT-based. The author identified such skills like: ability to understand and utilize database

and word processing application packages, ability to carry out periodic previews and maintenance of

database and word processing systems operations. This affirms the assertion that as simple traditional

21
office of the past gives way to make room for its more complex counterpart, new breed of office

personnel with new skills will be required.

Katz (2003) classified essential skills into three categories, technical, human and conceptual.

A technical skill is an ability to use a special proficiency or expertise relating to a method, process or

procedure. Engineers, attorneys, accountants, computer operators, typist, for example, possess

technical skill acquired through formal education. Federal Republic of Nigeria (FRN) (2008) in

National Policy on Education (NPE) recommends the use of technical skill for empowering or

preparing youths for the world of work in the Nigerian secondary schools, human skill is the ability

to work well in cooperation with other persons. It emerges as a spirit of trust, and enthuses and

genuine involvement in interpersonal relationship. A person with good human skills will have a high

degree of self awareness and a capacity to understand or empathize with the feelings of others. Given

the highly interpersonal nature of managerial work, human skills are critical for all secretaries,

conceptual skills draw heavily on one’s analytical and diagnostics capacities to identify problems and

opportunities, gather and interpret relevant information, and make good problem solving decisions

that serve organisation purpose.

For a skill to be acquired, the learner should be expected to do the relevant activities

embodying the skill. According to Okorie (2000), skills are acquired when procedures, instructions

are matched with performance activities. The author further stressed that for skill to be acquired, the

learners have to be offered opportunity to participate and practice such skills under real life condition.

In view of Aromolaran (2003), technological developments are moving on at very fast rate, as

such, the presence of new technologies have given rise to demand for training and re-training in new

skills in the existing and new occupational areas in order that people might fit into today’s and
22
tomorrow’s world of work. In confirmation of this assertion, Edwin (2008) stated that there is a need

for additional training to augment the traditional skills at knowledge based on the competency in ICT

use. The author further stated that training and re-training is necessary because of the changes

occasioned by technological development worldwide. These great changes obviously demand

adequate skills and adjustment to enable the secretaries cope with the innovation in technology. Many

changes in technology have occurred during the last decade. These changes have created a

widespread need for knowledge and skills that are commonly referred to as office competencies

(Akpomi and Ordu, 2009).

Office

According to Agomuo (2005), described the office as place of where administration, that is,

the management and handling of information takes place. The author further explained that an office

can range from small place for clerk on a construction site to expensive highly furnished place for

officer on an executive position. Usually, an office is identified by its product, which is information.

Therefore, the purpose for which the office is established is basically information-processing-

oriented.

Similarly, George in Ezeali (2011) stated that an office is any place where information is

documented, presented and used for current and future operations of a business. The author also

asserts that information is man’s greatest need today, and it is required by all members of an

organisation for retaining, analysing and furnishing appropriate type of information for various

purposes to various people from time to time as a basic function of an office. Ezeali and Essiagu

(2009) defined an office as the life- blood of an organisation without which planning, organising,

23
staffing, coordinating, recording and budgeting will be impossible for the attainment of organisational

goals.

Furthermore, an office according to Oliverio, Pasework and White (2007), is a place in which

the affairs of a business or organization are carried out. Oyesode (2006) stated that an office is a place

(room or building) where the paper or clerical work of an organisation is being carried out. The

author pointed out that the general functions of an office that are now performed by electronic devices

are gathering of information, keeping information, arranging information, giving information and

protecting information and accessing electronic systems among others. It is a place where

administrative, clerical and financial duties in an organisation are done. In the office environment

today, most medium and large scale companies readily rely on information and communication

technology (ICT) to run their core business operations. Devices ranging from photocopiers,

computers, fax-machines, internet and intranet devices among others that have their own intelligence

are used to perform functions more efficiently in offices (Eze, 2000). As pointed out by Oyesode

(2005), not only do these integrated systems ensure the smooth operation of basic office processes,

but they also increasingly provide key interfaces between management and its clients.

According to Khalid (2000), the most widely used ICT software packages in offices are:

word processing, desktop publishing, spreadsheet, database management, presentation graphics,

personal information management, accounting, project management, e-mail, and internet browser

software. These applications are available as integrated solutions software, rather than independent

applications. The integration capabilities lead to increased efficiencies and higher productivity,

provided users are well trained to maximize the power and flexibility available for these ICT tools.

Integration between applications supports the following features: common documentation, automatic
24
updating, mail merge, multiple open files, networking capability, ease of use and learning, and

common error handling.

Many organisations use up-to-date technology in their offices to help employees to be

productive because the technology available is changing and the way work is accomplished is also

changing. Workers should expect their duties, as well as the way they work, to change from time to

time. The need for high productivity and quality performance means that all secretaries must be

willing to change work methods. Office secretaries must be skilful learners on their own and in more

formal training and educational settings.

2.2 ICT- based office skills

The term information and communication technology - based office skills is generally refer to

the use of integrated computer systems to support administrative procedures in an office environment.

ICT-based office systems represent structured methods of handling business and communication

through an integrated network that may include, word processing for generating correspondence,

electronic message systems for person-to-person communication, teleconferencing services, facsimile

transmission, electronic filing system, on line calendar systems and links to corporate files and

outside services (Pohjola, 2000). The emergence of an ICT - based office has generated a “new”

notion of workplace literacy, changing the relationship between employers and employees. The

development of various technologies has changed the operation in modern offices. At present, great

changes are being introduced into office work. With the introduction of various electronic gadgets

office systems have changed. Electronically operated machines now perform the work traditionally

done manually by office workers. Onojaife (2006) is in support of the above assertion and add that

office systems have moved from typewriters, handwriting and manual operational procedures to full
25
automation of most offices where such terms as word processing, data processing, reprographics and

micrographics are used to describe many technological processes. The author further stated that these

technological processes have turned offices into modern office occupations. Similarly, Akporowo

(2006) stated that the emergence of ICT- based office or paperless office is fast gaining ground as

tapes or disks are taking the place of sheets of papers and manual filing systems. Every office in

today’s business world, be it government, public or private organisation require facts and accurate

information for quick decision-making. The office worker, especially 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.

Furthermore, 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

networks of ICT-based workstations and other ICT-based equipment is transforming office methods

and 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 devices (Ayandele and Adeoye,

2010).

Word Processing Skills

Word processing is the ability to use advanced hardware to manipulate words, sentences and

paragraphs. The word processor is a type of electric typewriter with storage and processing

components. One of the major features of the word processor is that as the words are typed, they are

displayed simultaneously at the Visual Display Unit (VDU) which enables the secretary to effect
26
corrections like deleting or inserting words, sentences and paragraphs before printing the documents

(Agomuo, 2005). Word processing is an important skills area that is required in an ICT- based office.

Advancement in technology has resulted in a lot of emphasis being placed on word processing. New

ways of performing office task have emerged with new technologies. Secretaries are required to be

equipped with flexible skills that would enable them function effectively in their career and even in

the office (Idih, 2004).

Agomuo (2005), in the same vein stated that word processing refers to the ability to use

automatic equipment to produce documents such as letters, reports and other materials. It is the

transformation of ideas and words into readable form through the use of procedures, equipment and

personnel. The author further pointed out that word processing skills are the use of advanced

hardware to manipulate words, sentences and paragraphs. The word processor is a type of electric

typewriter with storage and processing components. Word processors are programmed for automatic

centring, line wrap around that is no carriage return and a variety of other features designed to

increase a secretary’s efficiency. They can easily accommodate diverse tasks in a business

environment. Azuka (2007) is in support of the above assertion and add that word processors can

design documents, fill forms, store information, retrieve information and print information. Word

processor adds, delete, revise, rearrange, tabulate, and justify margins among others.

Furthermore, word processing is ability to create written documents such as letters or reports

by using software programme and computers. Usually these documents are shared in printed form.

Some word processing programs allow the user to save documents in hyper tele mark-up language

(HTML) format. These documents can be posted and viewed on a computer intranet (Oliverio et al,

2007).
27
 In the same vein, Talley in Webopedia (2007) stated that word processing skills include: insert

text, page set-up, delete text, setting margins, tabs, paragraphs, font specification, headers, footers and

page numbering, editing documents: includes cut and paste, search and replace, merge text from one

file to another file, check spelling and sentences and margins, saving files – to hard disk, disk drives

and networks, print: selecting printer, the paper source, number source, number of copies, then send

documents to printer to get hardcopy. This is why Idoko and Zubairu (2002) described word

processing as the cornerstone of office automation.

According to Balogun (2001), the art of word processing cannot be contemplated without a

computer. Documents for management decisions like any other document must be thorough and error

free and properly presented. It should be reliable, easily accessible, modifiable and be used as basis

for future releases. Such important document can be stored in the entire computer through word

processing software. Words appear on the screen just like they would appear on a piece of paper. The

words automatically wrap to the next line, insertion print is used to indicate where a new word is to

be located. The document needs to be saved on a diskette, flash drive or hard disk otherwise it may be

lost or erased. Examples of word processor software are Microsoft word, Word perfect, Windows

write and Word star.

Database Management Skills

Database management skills, it is the ability required in the production, storage and retrieval

of information from database. The term database refers to a collection of data organized for storage in

a computer memory and designed for easy access by authorized users (Agomuo, 2005). The author

further stated that database is a body of information made up of individual items that are organised so

that they can be reviewed in a variety of ways. The data may be in the form of text (character),
28
number, or encoded graphics. Similarly, Ward (2008) described database as a collection of persistent,

related data stored on computer storage system and arranged for speedy search and retrieval.

Database is created and managed by database management system which is the software. The data in

a database will be stored in common pool for access by many applications. CaLRIM (2003) stated

that the database management system gives fast access to information, centralization of information,

flexibility of information retrieval, and reduction of miss-filing. Koontz (2003) also explained that

one of the advantages of database storage is that thousands of records can be searched in only few

seconds.

A database is a collection of programs that allow users to specify the structure of database, to

create, query and modify the structure in the database and to control access to it (Ward, 2008). These

databases are useful because thousands of records can be searched in only a few seconds. Searching

the same number of records stored on paper would take a long time. In many companies, secretaries

can get data from a database by using a computer network. This prevents the need to have the same

data stored in each department or work group. The two elements essential to a database are coherence

and organisation. Coherence means the data are related to a specific activity or purpose. Organisation

means the data are related in such a way that users can meaningfully access parts of the database.

Methods used to arrange records within a database include: hierarchical databases, relational

databases and network databases. Hierarchical databases are tree-structured, that is, their logic goes

from the broader meaning to a narrower meaning through one or several steps. Each step branches out

into smaller units, and with each step, other options are eliminated. It is a process of “narrowing the

field” to the desired item. Although, this structure simplifies searching, it is not particularly well

suited for extensive lists’ of information. Relational databases allow data to be accessed based on
29
relationships among several databases files. This means that within a predetermined set of data fields

and their relationship, you can retrieve specific information through one command. Network

databases permit data to be arranged into groupings that can be connected through the use of pointers.

These give users a great deal of flexibility and speed in searching for data, although the pointer

structure is relatively complex to establish (Agomuo, 2005).

The ICT - based office has necessitated the need for database and database management

skills. The essence of having a database is to meet the information needs of an organization. Using

the database gives one the opportunity of adding information to already existing information. This

software makes it possible to create and maintain database and extract information from database.

There are different types of database software. There are those that can be operated on windows and

those that can be operated on Dos. The windows software includes access; fox pro, paradox, Informix

and Oracle; while software for DOS is Clippers and dBase IV. The features of the software are all the

same as they all have the capability to: create and maintain a database, extract and list all records that

meet a certain condition, sort records in either ascending or descending order, and generate formatted

text with subtotals and totals.

Ovbiagele (2006), described database as containing a great deal of information on business

activities, facilities, operations and maintenance or any other information relevant to the operation of

the business. Expiating further, Adesina (2006) is of the opinion that database management help in

the collection of a considerable volume of data, which are verified, stored, retrieved and updated on

regular basis. The data in database will be stored in a computer pool for access by many applications.

Database is used for keeping personnel records customer’s records and assets records. Talley in Eze

(2007) identified the following skills for database management; Creating a record and spread sheet,
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sorting columns and defining fields and cells, entering and editing data, moving from record to

record, inserting rows and columns, basic understanding of how to create mathematical formula.

Office Communication Skills

In view of Ayandele and Adeoye (2010), Office communications are central nervous systems

of today’s organisations which the secretaries ought to acquire the skills in other to operate them.

Office communication include: electronic mail (e-mail), voice mail, bulletins board systems, and

facsimile allow organisation to send messages in text, video, or voice form or to transmit copies of

document and to receive it in seconds, not hours or days such systems transmit and distribute text

images in electronic form over telecommunication networks. Office communication system enhances

the communications and coordination among work groups and organisations. It also helps to reduce

the flow of paper messages, letters, memos, documents, and reports that either flood many offices and

postal systems.

Electronic Mail (e-mail)

Electronic mail can be defined as a form of information interchange in which messages are

sent from one personal computer to another. According to Agomuo (2005), described email as a

mechanism for sending messages across a computer network (such as the internet). The text of the

message is typed in one computer and then is sent to someone else on the network. The recipient of

the message reads it on his or her computer and can then delete the message, file it on the computer,

print it, send reply or forward it to other people on the network. Every email user has a mail box into

which his or mail is placed in the mail box often within seconds if being sent. The recipient will see

the mail next time he checks his mailbox. E-mail is a message sent electronically. Local and wide

31
area network can provide e-mail service to their users. Users who are connected to the internet can

send and receive messages all over the world (Oliverio et al, 2007).

The rapid growth of email has been the most exciting business communication development

in recent years. In just a short time, email has emerged as a mainstream form of business

communication. Its volume surpasses that of the postal service. According to Lesikar, Flatley and

Rents (2008), there are more emails sent every day than telephone calls. It has become widely used in

both small and large organisations and it is likely to continue for some time to come.

Therefore, electronic mail (e-mail) facilitates letters to be sent and received without using the

post office. E-mail is a form of information interchange where messages are sent from one computer

to another. The text to be sent is typed in one computer and then sent to another person on the

network. The mail box is provided for every e-mail user. Millions of end users now depend on

electronic mail (e-mail) to send and receive electronic messages. You can send e-mail to anyone on

your network for storage in his or her electronic mail boxes or magnetic disk drives. Wherever they

are ready, they can read their electronic mail by displaying it on the video screen at their

workstations. So, with only a few minutes of effort, a message to one or many individuals can be

composed sent and received (Ayandele and Adeoye, 2010).

Above all, electronic mailing system handles messages electronically thereby making

secretaries more productive in their assignments. E-mail offers strategies for creating messages,

keeping information organised, locating messages and connecting to other communication systems

with gateways.

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Voice Mail

According to (Oliverio et al, 2007), voice mail is a messaging system that uses computer and

telephone to record, send, store, and retrieve voice messages. Most voice mail systems operate 24

hours per day. They are an important communications tool. The author described further that voice

mail is a computerized voice messaging system. It has many features that can be modified to meet

individual needs. A standard personal computer, a special voice processing card, and voice software

are needed, both the sender and the receiver use the telephone push buttons to activate and use the

features of voice mail.

Furthermore, voice mail is also called voice store-and-forward. Here, digitized voice

messages, rather than electronic text, are used. In this method, you first dial the number of the voice

mail service. In some secure systems, you may ask to enter an identification code. Once you are

accepted, you dial the voice mail number of the person you wish to contact and speak your message.

Your analog message is digitized and stored on the magnetic disk devices of the voice mail computer

system. Wherever you want to hear your voice mail, you simply dial your mailbox and listen to the

stored messages, which the computer converts back into analog voice form (Oliverio et al, 2007).

Bulletin Board Systems

According to Ayandele and Adeoye (2010), bulletin board is a computerised notice board.

Bulletin board can be very useful when information needs to be disseminated across the network, or

when ideas need to be shared. They are a popular telecommunications services provided by the

internet, public information services, and thousands of business organisations, and end users groups.

An electronic bulletin board system allows you to post public or private messages that other end users

can read by accessing the bulletin board system (BBS) with their computers. Bulletin board system
33
serves as a central location to post and pick up messages or upload and download data files or

programs 24 hours a day. A BBS helps end users ask questions, get advice, locate and share

information, and get in touch with other end users.

Facsimile Technology

Facsimile technology skill, often called fax, is ability to sends images (text, photographs,

drawings) using telephone or VoIP channels. A fax machine works by combining scanning

technology with telephone technology. The sending machine scans a page and encodes (electronically

takes a picture of) the data to be sent. The data are transmitted over telephone channels to a receiving

fax ((Oliverio et al, 2007).

This is a system which consist of a fax machine at one end sending a text or graphic message

which is automatically received at another end. The sending machine scans the text or graphic and the

image is reproduced digitally by the receiving machine. In this way, organisations can send text and

graphics from their head office or from branch offices to the head office. Oluwalola (2006) stated

that, facsimile also commonly called fax is meant for transmitting both graphic and alphanumeric

information through telephone lines from one location to another with a compatible fax machine,

which will be transmitted through telephone lines, and exact duplicate would be received at the other

end that can be anywhere in the world in 40 seconds or less.

Internet based skill

Internet based skill is another important area that is required by secretaries to function

effectively and efficiently in an ICT-based office. The internet has become the largest and most

important network today and has evolved into a global information super high way. In the opinion of

Oluwalola (2006), the internet is a global collection of many different types of computers, computer
34
operators and computer networks that are linked together through telephone lines, satellites,

microphones, and all other possible devices. The internet is used in diverse fields, such as business,

entertainment, education, communication, medicine, reference, engineering and sports (Okebukola,

2008).

Internet based skill is a worldwide system of computer network. Users of one computer in an

environment if permitted can gain access to information from computers in other environments. The

internet provides accessibility to wide areas of information on various subject matters. The internet

has turned the world into a global village with people from different nations and socio-cultural

background can effectively communicate via the internet by exchanging their ideas, values and

interests in an interactive manner. Chukwumezie (2002) listed the following skills that are needed by

the secretaries in other to manage information effectively via the net: keyboarding skill and accuracy,

grammatical and communication skills, computer fluency, operating the telephone, surfing the web,

browsing the net offline and online and downloading and uploading the software.

According to O’Brien in Onojaife (2006), the internet is an inter connectivity of computers via

e-mail to share data and computing resources by researchers, corporate bodies, academics and

individuals. The author went further to say that the internet has no central computing system or

telecommunication centre. Instead each message sent has a unique address code. So any internet

service in the network can forward it to its destination in a different city or country. Internet makes

the location of information possible in a few seconds.

In the opinion of Ovbiagele (2006), the internet is important to business as well as secretaries.

For a business office or any other person to be permanently connected to the internet, you simply

connect your computer to any of the computers on the network through internet services (access)
35
providers. Once you are connected to the internet, you can communicate with any other computer that

is linked to the network anywhere in the world. The author further stated that we live in the

information age, where knowledge is power. The internet therefore, helps in three basic ways: to get

information, to provide information, and to compile information. It is through the internet the

secretary or executive is able to get information about people, products, organizations, research data

and results among others. The internet also offers one of the best media of letting people know who

you are, what you are doing or have done and how.

However, the internet, a giant network of computers and smaller networks across the globe, is

the world’s largest information resource. Using the internet, businesses can connect with other

people, organizations, and information resources quickly and easily. The internet is used for research,

transferring files, exchanging messages, promoting organizations, advertising products and services,

and buying and selling products (Oliverio et al, 2007).

The volume of information and the complexity of information available are increasing all the

time and in the industrialized world the use of ICT is prevalent. So if secretaries do not have the

knowledge and skills to deal effectively with both printed and electronic information sources then

they are going to have problems in coping with daily life as citizen, workers, and as members of

society.

The internet consists of various categories of network. According to Aliyu (2006), there are:

Local Area Network (LAN), Wide Area Network (WAN).

Local Area Network (LAN)

A network used to link computers that are close to each other usually within several hundred

feet is a local area network (LAN). With a LAN, several computer users can share data files,
36
software, and equipment such as printers or scanners. LANs are peer-to-peer or server-based

networks (Oliverio et al, 2007).

Local area networks consist of a network of computers within a limited geographical area. It

is otherwise known as intranet. It may be within a single building, site or neighbourhood, or on floors

in a high-rise building where computers on each floor are connected to the network through

communication media.

Wide Area Network (WAN)

Wide Area Network is a network of computer that provides long distance transmission of

vocal, textual and pictorial data or information over a large geographical area using communication

media. WAN may be as simple as link between two LAN’s in adjourning building or a network that

link a city, state, country or continent. WAN may cover the whole world in the case of the internet

(Oliverio et al, 2007).

Videoconferencing

Video conferencing is communicating with people at two or more locations using two-way

voice and video data. A special conference room equipped with microphones, television cameras, and

screens is used to conduct meetings in which data, text, voice, and documents may be exchanged

(Oliverio et al, 2007).

Video conferencing is a phase of electronic conferencing in which a number of users are

simultaneously online chatting and discussing. Video conferencing can be used to conduct meetings,

seminars, workshops and other activities. In video conferencing, the meetings are conducted in rooms

equipped with computers, television camera and receivers with the participants viewing themselves in

a television screen. The mechanism involves transmission of graphics through cameras connected to
37
computer in which the participants view themselves as they are engaged in a discussion (Salami,

2009).

To participate in a videoconference, a microphone, speakers, and a video camera are

necessary. Any image in front of the video camera, such as a person's face or visual aid, displays in a

window on each participant's video screen. Another window on the screen, called interactive

whiteboard that displays notes and drawings simultaneously on all the participants' screens provides

multiple users with an area on which they can write or draw. This is becoming a cost-effective way to

conduct business meetings, corporate training, and educational classes.

Teleconferencing

Teleconference is a meeting of people in different locations connected by telecommunication

systems. Teleconferences can be used to deliver training or exchange information. They can be held

to solve problems and make decisions, just as face-to-face meetings (Oliverio et al, 2007).

Teleconferencing makes it possible to organize meetings among geographically separated

participants thus saving transport cost, travelling risk and time as well as the logistics of scheduling a

face to face meeting. Members also express themselves freely without fear (Salami, 2009). The

communication system has enabled managers of different bodies or organizations conduct to

meetings successfully while staying at different locations. This is because teleconferencing provides

wider access to public meetings as well as widens the reaching of the public. The audio interaction

makes the discussion to be lively and interesting. For example, telephones with speakers could be

used in two or more locations with one or more participants per location to conduct a meeting.

Teleconferences are sometimes used for project progress reports or to discuss alternative strategies

for problem resolution among team members distributed geographically.

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Desktop Publishing Skills

Desktop Publishing is an ability to print by combining personal computers and design

software to create and edit layouts for producing all kinds of material such as reports, books,

magazines, brochures, flyers, and newsletters (Azuka, 2012). The author further stated that desktop

publishing is the ability to arrange text and graphics in such a way to effectively communicate ideas,

create documents such as advertisements, posters, greetings cards, newsletters and brochures,

effectively communicate and attract specific audiences and visually communicate through design,

colour, sound, and motion.

Meanwhile, Oliverio et al, (2007), stated that desktop publishing is ability to produce high-

quality printed documents that include both text and graphics. It is closely related to word processing

and requires many of the same skills. Examples of these documents include newsletters, brochures,

and forms. Desktop publishing software programs, such as Adobe Page Maker are used for advanced

desktop publishing. The essential skills required in this area include: keyboarding with speed and

accuracy, knowledge and skill in use of software programs, skill in formatting and proofreading of

documents, proficiency with grammar, punctuation and spelling, skill in preparing copy from audio

recordings, if employed as a transcriptionist, skills in dictating text and commands if using speech

recognition.

U.S Department of Labour, Bureau of Labour statistics (USDLBLS) (2007), defined desktop

publishing as the use of computer software to format and combine texts, numerical data, photographs,

charts, and other visual graphics elements to produce publication ready material. The author further

stated that the function of desktop publishers include to write and edit text, create graphics to

accompany text, convert photographs and drawing into digital images and then manipulate those
39
images, design page layout, create proposals, develop presentations and advertising campaigns,

typeset and do colour separation and translate electronic information film or other traditional forms.

Materials produced through desktop publishing include books, business cards, calendars, magazines,

newsletters, slides and tickets. The desktop publisher can correct mistakes or compensate deficiencies

in the original colour print or transparency. Digital files are used to produce printing plates.

In view of Osuala (2004), desktop publishing packages are usually better than word

processing packages at meeting high level publishing needs, especially when it comes to typesetting

and colour reproduction. Many magazines and newspapers today rely heavily on desktop publishing

software.

Reprographic Skill

Reprographics skills are the multiple reproductions of images. Reprographics today involves

the use of two primary types of equipment: copiers and duplicators. Copiers use an image-forming

process similar to a camera to create copies directly from existing originals. Duplicators make copies

from masters on special paper that must be prepared before copies are reproduced

http/www.entes.com/jax/index.php/uti/contaclus.

Jacci (2003) defined reprographics as a general term for the reproduction of documents or

images especially those that are virtually undistinguishable from the original. The author further

stated that reprographics can be mechanical, electronic, or photographic means such as photocopying

or xerography, scanning, digital printing and photocopy. In the opinion of Ikelegbe (2006),

reprographics can be defined as ability to reproducing documents of any kind. The author further

stated that it is the ability to produce many copies of original document. The equipment varies in size

40
depending on the volume of multiple copies to be made. Equipment under reprography are

photocopier, cyclostyling or mimeograph machines and litho press.

Micrographic is an integral part of reprographics and very important to most modern

organizations. However, micrographic technology has provided valuable tools for the improvement of

record management. The use of micrographics solves the problems of preservation and distribution

and promotes economy in storage as well as being easily integrated into systems based on the latest

electronic technology (Saffady, 2008). The author stated that creating microfilm copies is a

convenient method of producing copies of vital records, as it is a proven technology with established

standards that assure media quality and stability.

Micrograph entails the photographic reduction of images of text into slide stripes. Office

documents can be assembled at the end of the year and reduced into slide stripes with the use of

microfilm. This helps to save a lot of storage space in an organization. When the secretary wants to

retrieve particular information, he needs to indicate the day, month and year of the document to view

the information from the microfilm and to print the document when needed.

Image Processing System

Furthermore, this is another fast-growing area of office automation. It allows end users to

electronically capture, store, process, and retrieve images of documents that may include numeric

data, text, handwriting graphics, and photographs. Electronic document management may interface

with other electronic document preparation systems such as word processing desktop publishing,

electronic mail, and voice mail. However, one of the fastest growing application areas is transaction

document image, processing document such as customer correspondence, sales orders, invoice

41
application forms, and service request are captured electronically and routed to end users throughout

the organisation for processing. (Ayandele and Adeoye, 2010).

According to Oliverio et al, (2007), image processing is an effective way to store documents

that must be seen in their original form to verify information. An image processing system uses

software and special equipment, including scanners and optical disks, to store an exact copy of a

paper document.

Presentation Graphics

The goal of presentation graphics is to provide information in a graphical form that helps end

users and managers understand business proposals and performance and make better decisions about

them. This includes the use of line and bar graphics, pie charts and pictorial charts using a variety of

symbols. Instead of being overwhelmed by large amount of computer-produced data, graphic

displays can assist managers in analysing and interpreting information presented to them.

Presentation of graphics does not totally replace reports and displays of number and text materials

(Ayandele and Adeoye, 2010).

Office Management Systems

They include electronic calendars, electronic mail directories, schedulers, and task

management systems. They provide computer-based support services to managers and other

professional to help them organize their work activities. Office management software computerizes

manual method of planning such paper calendars, appointment books, directories, file folders,

memos, and notes. Microcomputer users can get some of the benefits of office management systems

by using desktop accessory and personal information manager packages (Ayandele and Adeoye,

2010).
42
2.3 Challenges facing secretaries in the use of ICT- based office information systems in

Ethiope East local governments of Delta State

The use of information and communication technology in every aspect of the local

governments administration has been observed to have some challenges, Ogbaekirigwe and Uloh

(2008), submitted the following: The Information Technology (IT) department normally assigned

with the responsibility of training on the use of information and communication technology are

poorly equipped with the basic and necessary skills needed for the accomplishment of the set

objectives. The unavailability of resource materials needed for information and communication

technology (ICT) is another major handicap. Resources such as computer, electric typewriters, video

conferencing, television, fax machines, and telephone, are lacking; and where found they are

obsolete, faulty or inadequate. Cost and financial implication of acquiring and sustaining the usage of

the resource materials.

Local governments cannot provide needed facilities and government are faced with

conflicting responsibilities, making it impossible to satisfactorily meet up with the needs of every

sector. The issue of inadequate electric power supply has stagnated, hindered and obstructed growth

and development adversely. Electric power is needed to operate almost all information and

communication technology equipment and tools of local governments. Power supply in this country

has been epileptic, low, unsteady and at times unavailable in the rural areas of the country. No matter

the challenges, secretaries greatly require ICT-based office skills in other to build their capacity to use

them for effective administration.

43
Secretary

The role of a secretary is necessary in every organization. A secretary, according to Mayer in

Azih (2011), is an executive assistant who possesses the mastery of office skills, demonstrates the

ability to assume responsibility with or without supervision, exercises initiatives and judgment, and

makes decision with the scope of assigned authority. The secretary is a public relations expert, a staff

assistant, the boss’s office memory. The secretary is responsible for much of the detail work of the

office and is expected to carry out the duties with a minimum of supervision and direction. He or she

is expected to represent the organization and the employer attractively to the public and generates

good human relations in working with all employees in the organization (Nwosu in Azih, 2011). This

explains that a qualified secretary should have a wide knowledge of business insight, be versatile in

office practice, communication and knowledge of the operation of all departments within the

organization where he or she works, unlike untrained secretary who possesses only knowledge of

shorthand, typewriting and basic office practices.

According to the International Association of Administrative Professional (2009), the

following are some of the many skills required of today’s secretaries: project management, word

processing, desktop publishing, software training, internet based, web site maintenance, database

management, negotiation and mediation, online purchasing, coordination of mass mailings, storage

and retrieval, event planning and coordination, travel planning, personal computer trouble shooting,

writing, editing, and proofreading skills. The acquisition of these skills in special way aids the

secretaries in effective administration of the offices especially in local governments.

In the same vein, Duniya (2011) observed that due to the introduction of sophisticated

technological (electronic) office equipment into today’s office and the role secretaries need to play in
44
ensuring accuracy and efficiency in their jobs, the secretaries need to meet the challenges by

acquiring new skills and competencies for efficient operations in the electronic office. There is

continuous advancement in technology which has affected the secretarial profession in terms of the

quality, speed and accuracy of works performed. This has led to the introduction of various ICT-

based office facilities to ensure adequate secretarial practice in organization. It is essential that

secretaries are properly trained on the use of these modern facilities to enhance their level of

productivity. In view of Merony (2005), secretary must be knowledgeable in the following specific

ICT-based office equipment training: the concept and theory of specific ICT- based office equipment

and the skill to use resource or reference materials properly.

Information and communication technology (ICT), undoubtedly, offers new roles and

responsibilities for the secretary. Such new roles presuppose that additional training and

qualifications are required by the secretaries. The relevance of ICT in office was identified by

(Aromolaran, 2003) as follows:- Creating a distinct career path for the secretary. ICT creates a

prominent place for the secretary on the organisation chart. It creates routine and assigned roles for

the secretary. With ICT the secretary now spends less time in correcting, revising, proof-reading and

reproducing documents.

In the same vein, Spencer (2003) stated that ICT remains a prominent factor that has

contributed immensely and positively to the complete information processing revolution. In recent

times, the secretary’s routine has reached an advanced stage due to the invention of ICT- based office

equipment. Most of the traditional and routine tasks are performed by ICT-based office equipment

such as computers and telephone among others. In a nutshell, ICT has improved generally the Office

Technology and Management (OTM), thus, enabling secretaries to become better prepared for ICT -
45
based office tasks. Secretaries now have many technologically advanced office gadgets to ease their

jobs and enhance proficiency and productivity leading to improved access to goods and services

globally (Akpomi, 2003). There are wide range of office machines and equipment which now enable

secretaries to improve their performances. Such new machines take the form of electronic typewriters

that have replaced the manual ones. Word processors with multi-purpose facilities, computers and

other sophisticated office machines and equipment are now provided by employers. Some of the

equipment used by secretaries includes computer communication equipment and electronic pocket

organizers (Lucas, 2002).

However, secretaries are regarded as the strength of any organisation. Secretaries in the local

government are administrative secretary to the chairman who is an appointee; they are bureaucrat and

the professional secretaries who are employed as the office staff. The administrative secretaries,

performs the following functions: Secretary of the meetings of the Executive Committee of the local

government and keeping the records of the meetings; co-ordination of the activities of the

departments of the local government; liaising on behalf of the chairman, with the local government

council through the Leader of the Council; liaising with the appropriate officers of the State

Government on State local relations and carrying out other duties that may be assigned to him from

time to time (Kunle, 2008). While the professional secretaries are secretaries employed by the local

government administration that are fundamentally responsible for the processing, storage, retrieval

and reporting of the information. There are no organisations that can succeed without secretaries

working as part of the administration and management.

46
Administration

According to Eksteen in Makhura (2001), administration refers to those functions required

for effective organisation of business; the office in particular ensures smooth day-to-day operations of

an organisation. Administration is the act of getting things done through others to achieve an

objective. It can be seen as the pillar upon which all the activities rotate in any organization. The

success or failure of any organisation or local government depends largely on the quality of

administrative machinery put in place by the organisation or local government. Administration

involves all the activities and efforts of the local government authorities in the local government to

ensure the achievement of the goals of making good use of ICT-based office skills required by

secretaries. This definition implies that administration involves not just implementation of policies

and programmes of an organization but also its day-to-day functioning. In the same vein, Hartzell

(2005), administration is basically an organisation process concerned with the implementation of

objectives and plan and internal operator efficiency. Keeling in Makhuru (2001), stated that

administration is concerned with the performance of executive duties, the carrying out of policies and

decisions to fulfil a purpose and the controlling of the day-to-day running of an organization. The

author further stated that administration involves the control of office activities, and related

administrative activity. It is the organisation and use of men and materials to accomplish a purpose.

However, the administrative machine of any organisational system must be based on certain

basic principles of administration which, according to Amebenomo (2002), are principles of good

documentation and negotiation techniques, principles of decision making and problem solving. He

further noted that these principles constitute very important aspect of administrative functions. Every

administrator must ensure effective communication in the organisation he or she administers. The
47
effectiveness of these functions can only be facilitated through the use of ICT facilities such as

telephone, computer networking and e-mail, among others in processing, managing and

disseminating timely and accurate information for local government decision making and problem

solving. Therefore a proper use of ICT facilities in the administration of local government will bring

about a well administered office. Administration is a process which involves the use of human,

financial and material resources in the best way in reaching the goals or objectives of the local

government.

2.4 Local Government Administration

Local government is the third tier of the administrative structure in Nigeria. There are 774

local government areas (LGAs) in the country. The functions of Local Governments Areas are spelt

out in the Constitution. Each local government area is administered by a Local Government Council.

The Council comprises of Chairman who is the Chief Executive of the LGA, and other elected

members who are referred to as Councillors (Kunle, (2008).

The Chairman is normally elected, but can, under special circumstances, also be appointed.

He or she supervises the activities of the local government and presides over all meetings of the

Council. All members are charge by law to meet, as far as practicable, the aspirations of the people

who elect them. Committees, focusing on specific issues, play very important roles in the day-to-day

business of the Councils. They assist the Councils in decision-making and are usually required to

report their discussions to the Councils.

According to Lawal (2000), local government as a political sub-division of a nation in Federal

system which is constituted by law and has substantial control of local affairs which includes the

power to impose taxes or exact labour for prescribed purpose. In addition, William (2006) defined
48
local government as involving the conception of territorial, non-sovereign community possessing the

legal right and the necessary organization to regulate its own affairs.

A Local Government Council is the pivot of socio-economic planning and development in its

area of authority. Being also the three tier of government closest to the people, it is considered a most

important facilitator of economic and social development at the grassroots.

2.5 Theoretical Framework

A theory as viewed by Olaitan, Ali, Eyoh and Sowande (2000) is a postulation requiring

further explanation in order to make meaning. As explained by Osuala (2005), a theory is an attempt

of synthesizing and integrating empirical data from maximum clarification and unification.

Meanwhile, Okorie (2001) has it that a theory is a formulation of apparent relationship or underlying

principles of certain observed phenomena, which have been verified to some degree. It is based on

this therefore, that Artherson (2003) emphasizes that every theory must be testable before it can be

regarded as being scientific. The theoretical framework of this work is based on the following: -

Socio-Technical Theory of Organisation, Diffusion of Innovation Theory and Theory of Skill

Acquisition Theory.

2.5.1 Socio-Technical Theory of Organisation

The socio-technical theory of organisation was propounded by Trist and Bramforth in 1951.

The theory stipulates that the working environment is neither solely a technical system nor solely a

social system but a socio-technical system. The theory believes that the technological system

(machines, tools and equipment) expects certain requirements on the social system (the workers), and

that the effectiveness of the total production system will depend on the ability of the social system to

respond to the technical or technological requirements. The theory also states that the social and
49
technical systems of an organisation are mutually inter- dependent and a change in one will require

corresponding changes in the other. The theory sees the primary tasks of management as relating to

the total system of its technical and social environment and not just with the interest on regulations

and control.

The socio-technical theory is relevant to this study because information and communication

technology requires secretaries of local governments to acquire new skills for effective administration

of the local government. Furthermore, the effective administration of the local governments will now

depend on the how well the secretaries (social system) and the ICT facilities (technical system) are

compatible in their day-to-day activities of the local governments.

2.5.2 Information/Innovation Diffusion Theory

Information/ Innovation diffusion theory was propounded by Rogers in 1962. This theory

explains how innovations are introduced and adopted by various communities. The theory stipulates

that people should be informed of any innovation and that the people should be prepared to adopt and

accept the innovation. The theory states that an innovation is an idea, practice, or project that is

perceived as new by an individual, group or society. The main focus of innovation theory is on

innovation. The theory stipulates innovations are changes that occur in an individual or a social

system as a result of adoption or rejection of new procedures, process or techniques an innovation.

The present study is related to the diffusion innovation theory in that as a result of innovation

driven by information and communication technology (ICT), in offices, employees including

secretaries should adopt and accept the innovation by acquiring the appropriate skills for the purpose.

Innovation has brought changes in office environment today and local governments staff especially,

the secretaries should embrace it by acquiring the new skills required by the change.
50
2.5.3 Theory of Skill Acquisition

The theory of skill acquisition was propounded in 1986 by Hubert and Stuart. The theory

proposes that the formal system of education is a process that involves the development of skills

which will make it possible for individuals to deal with different activities. The theory further states

that ‘Knowing what or “Knowing that” and “Knowing how” are acquired through formal education

and training. According to the theory, people are born as novice, and expertise is acquired through

instruction and experiences that leads from “Knowing that” to “Knowing how”. Furthermore, theory

maintains that skill acquisition or skill development is important for effective and efficient operation

of everyday activities which can be social, economic, political or technological.

2.6 Summary of Reviewed Literature

The literature review of the study focused on four main headings; the conceptual framework,

theoretical framework, related empirical studies and summary of reviewed literature. Under

conceptual framework, the concept of information and communication technology, skills, office,

ICT-based office skills, secretaries, administration and local government were highlighted. Further

discussed are challenges facing secretaries in the use of ICT- based office information systems of

local governments in Delta State. The review of relevant literatures provides strong evidence for

important information and communication technology - based office skills on the effective

administration of local government secretaries.

Literature revealed that the emergence of information and communication technology has

brought about new look in today’s offices. Most office tasks are being performed by machines with

little interference from men, and this has given birth to what is now known as ICT- based offices.

51
Literature also revealed ICT - based skills to include word processing, office communication,

database management, desktop publishing, and reprographic skills.

The literature reviewed was in agreement that the employability prospects of secretaries

depend largely on the work skill acquired for the administration of modern offices. The literature

maintained that competent work skills are possessed by secretaries to function well in ICT-based

office. For instance, secretaries need to possess skills that will make them responsible citizen and fit

into the highly ICT- based offices. Literature also showed that for secretaries to be in ICT- based

offices such requisite skills areas need to be integrated into the curriculum of tertiary institutions in

view of the ever changing technological innovations and applications in all spheres of human

endeavour.

Under theoretical framework, socio-technical theory of organisation, information/innovation

diffusion theory and theory of skill acquisition were reviewed. The various empirical studies

reviewed dwelt on some aspects of the topic. Some studied on office education skills required for

quality business ventures while others studied the relationship between information technology skills

of secretarial teachers in Nigeria colleges of education and their ability to utilize the internet for

effective lecture delivery. However, no study to my knowledge has been carried out on the ICT-

based office skills required by secretaries for effective administrations of local governments in Delta

State, Nigeria, which is the focus as well as the gap the present study seeks to fill.

52
 CHAPTER THREE

METHODOLOGY

This chapter presents the procedure that will be used in carrying out this study under the

following sub-headings: design of the study, area of the study, population for the study, sample and

sampling technique, instrument for data collection, validation of the instrument, reliability of the

instrument, method of data collection and method of data analysis.

3.1 Design of the Study

The study will adopt descriptive survey research design. Descriptive survey research design,

according to Ali (2006), is one in which a group of people or items are studied by collecting and

analysing data from a few people considered as a representative of the population using

questionnaire. Descriptive survey research design is considered appropriate for this study as it seeks

to ascertain the opinions of respondents on the extent of ICT-based office skills required by

secretaries for effective administration of local governments using structured questionnaire.

3.2 Area of the Study

The study will be carried out in Delta State of Nigeria. The State is located in the Southern

Nigeria with its capital town in Asaba. The State is made of up 25 local governments areas. The State

is inhabited by different languages. English language is the general language spoken throughout the

State with no restriction to other languages. The area is chosen because of the inadequacies in

communication, documentation and information processing in local governments.

53
3.3 Population for the study

The population for this study is 85. The population is made-up of 17 administrative secretaries

68 professional secretaries of Ethiope East local government councils in Delta State. The details of

the population include professional secretaries

3.4 Sample and Sampling Technique

No sample will be taken from the population. The entire population will be studied because it

is of a manageable size. According to Nwana (2004) when a population is running in few hundreds,

all of them can be studied.

3.5 Instrument of the Data Collection

The instrument for data collection is structured questionnaire developed by the researcher

from literature based on the objectives of the study. The structured questionnaire is tilted ICT-based

skills questionnaire ((ICTBSQ). The structured questionnaire will be used to obtain information on

ICT-based office skills required by secretaries for effective administration of local governments in

Delta State. The questionnaire is made up of two parts: A and B. Part A solicited for background

information of the respondents while part B which has five sections: A-E contains 83 items that are

organized according to the research questions. Section A dealt with research question one on word

processing skills required by secretaries for effective administration of local governments in Delta

State. It contains items 1-16. Section B is on research question two which covered questionnaire

items 17-32 on the database management skills required by secretaries for effective administration of

local governments in Delta State. Section C dealt on research question three. The section covers

questionnaire items 32-48 and it aims to elicit the opinion of respondents on the desktop publishing

skills required by secretaries for effective administration of local governments in Delta State. Section
54
D dealt on research question four containing questionnaire items 48-63 to ascertain the office

communication skills required by secretaries for effective administration of local governments in

Delta State. Section E dealt on research question five which covered items 64-83 to ascertain the

reprographic skills required by secretaries for effective administration of local government in Delta

State. The questionnaire is structured on a five-point rating scale of Very Much Required (VMR),

Much Required (MR), Required (R), Somehow Required (SHR), Not Required (NR) with

corresponding weights of 5,4,3,2, and 1 respectively.

3.6 Validation of the instrument

The instrument was subjected to face-validation by three experts from the Department of

Business Education, Delta State College of Education Mosogar. Each validate was served with a

copy of the instrument to ascertain the clarity, correctness and suitability of the items of the

instrument. The researcher used on their corrections, comments, suggestions, and amendments to

produce a final copy of the instrument for this study.

Reliability of the instrument

To establish the reliability of the instrument, a pilot study will be conducted. The instrument

will be administered to 15 professional secretaries 5 administrative secretaries in local governments

Imo State which is outside the area of the study. Cronbach Alpha reliability method will be used to

establish the internal consistency of the instrument. The rationale for the use of Cronbach Alpha,

according to Ali (2006), is to determine the internal consistency of the items which will reveal how

homogenous the items in the sections are. The value obtained will represents the reliability coefficient

of the instrument. The reliability coefficient will be computed using Statistical Package for Social

Science (SPSS).
55
3.7 Method of data Collection

The researcher will administer 85 copies of the questionnaire to the respondents with the help

of a research assistant who will be train by the researcher in order to enhance the administration and

the return rate of the questionnaire from the respondents. Copies of the questionnaire administered to

the respondents will be collected immediately from respondents after completion.

3.8 Method of Data Analysis

The data collected for the study will be analyzed using mean ( x ) to answer the research

questions while the null hypotheses will be tested using t-test at 0.05 level of significance. H01 to

H04 will be tested using t-test; while H05 will be tested using a One-way Analysis of Variance

(ANOVA).

For the test of hypotheses, the null hypothesis will be rejected if the significant value of the

calculated t-value is equal or greater than the criterion significance of 0.05 level of significance,

otherwise, the null hypothesis will be accepted. The research questions will be answered using the

real limit of numbers as follows:

Response Categories Points Real Limit

Very Much Required (VMR) 5 4.50 – 5.00
Much Required (MR) 4 3.50 – 4.49
Required (R) 3 2.50 – 3.49
Somehow Required (SHR) 2 1.50 – 2.49
Not Required (NR) 1 0.50 – 1.49

56
 CHAPTER FOUR

DATA PRESENTATION, ANALYSIS AND DISCUSSION OF FINDINGS

4.1 Data Presentation and Analysis

Research Question 1

What are the words processing skills required by Secretaries for effective administration of Ethiope

East Local Government Area of Delta State?

M Decision
S/NO ITEMS VMR MR R SHR NR
Keyboarding with speed and 4.9 accepted
1 accuracy 65 10 10 0 0
Knowledge and skill in the use 4.4 accepted
2 of software programs 40 20 20 5 0
4.0 accepted
Skill in formatting and
3 proofreading documents 40 15 15 5 10
4.5 accepted
Proficiency with grammar,
4 punctuation, and spelling 50 10 20 5 0
Insert text, page set-up, 3.8 accepted
including delete text, reset
line spacing, margins/tabs,
paragraph, font specification,
headers, footer and page
5 numbering networks 40 10 10 10 15
Ability to print documents, 4.3 accepted
Retrieve documents saved in
6 external or back-up drives 50 10 10 10 5
Skill in preparing copy 4.6 accepted
from audio recordings, if
7 employed as a transcriptionist 40 40 5 0 0
3.8 accepted
Open files saved in external
8 drives 40 10 10 10 15
Source: field work 2018

57
From the table above, the words processing skills required by Secretaries for effective administration

of Ethiope East Local Government Area of Delta State are; keyboarding with speed and accuracy

(65), Knowledge and skill in the use of software programs (40), Skill in formatting and

proofreading documents (40), Proficiency with grammar, punctuation, and spelling (50), Insert text,

page set-up, including delete text, reset line spacing, margins/tabs, paragraph, font specification,

headers, footer and page numbering networks (40), Ability to print documents, Retrieve documents

saved in external or back-up drives (50), Skill in preparing copy from audio recordings, if

employed as a transcriptionist (40) and ability to open files saved in external drives (40).

Research Question 2

What are the database management skills required by secretaries for effective administration of

Ethiope East Local Government Area of Delta State?

S/NO ITEMS VMR MR R SHR NR MEAN DECISION

1 Create and maintain a 60 10 10 5 0 4.8 accepted
data
2 Extract and list all 50 10 10 5 10 4.3 accepted
records
3 Sort records in 4.9 accepted
ascending or
descending order 65 10 10 0 0
4 Generate formulated text 4.4 accepted
with subtotals and totals 40 20 20 5 0
5 Ability to operate 4.3 accepted
database 50 10 10 10 5
6 Skills on how to create 3.8 accepted
payroll for workers of
different grade levels. 40 10 10 10 15
Source: field work 2018

From the table above, the database management skills required by secretaries for effective

administration of Ethiope East Local Government Area of Delta State are; Create and maintain a data
58
(65), Extract and list all records (50), Sort records in ascending or descending order (65) Generate

formulated text with subtotals and totals (40), Ability to operate database (50) and Skills on how to

create payroll for workers of different grade levels (40).

Research Question Three

What are desktop publishing skills required by secretaries for effective administration of Ethiope East

Local Government Area of Delta State?

S/NO ITEMS VMR MR R SHR NR MEAN DECISON

1 Keyboarding with speed 4.9 accepted
and accuracy 65 10 10 0 0
2 Typeset and do colour 4.4 accepted
separation 40 20 20 5 0
3 Translate electronic 4.0 accepted
information to other
traditional forms 40 15 15 5 10
4 Skills in use of software 4.5 accepted
program 50 10 20 5 0
5 Skill in formulating 3.8 accepted
and proofreading
documents 40 10 10 10 15
6 Skills in dictating text 4.3 accepted
and commands if using
speech recognition 50 10 10 10 5
7 Ability to use 4.6 accepted
scanners to capture
photograph, images or art 40 40 5 0 0
8 Skills in typesetting and 3.8 accepted
page layout 40 10 10 10 15
9 Skills to assemble files in 4.0 accepted
the proper digital format
for printing. 40 15 15 5 10
10 Skills to manipulate 4.5 accepted
graphics 50 10 20 5 0
Source: field work 2018

59
From the table above, desktop publishing skills required by secretaries for effective administration of

Ethiope East Local Government Area of Delta State are; Keyboarding with speed and accuracy (65),

Typeset and do colour separation (40), Translate electronic information to other traditional forms

(40), Skills in use of software program (50), Skill in formulating and proofreading documents

(40), Skills in dictating text and commands if using speech recognition(50), Ability to use

scanners to capture photograph, images or art (40), Skills in typesetting and page layout (40),

Skills to assemble files in the proper digital format for printing (40) and Skills to manipulate graphics

(50).

Research Question 4

What are office communication skills required by secretaries for effective administration of Ethiope

East Local Government Area of Delta State?

S/NO ITEMS VMR MR R SHR NR M decision

1 Use of voice mail, e-mail, and internet 40 15 15 5 10 4.0 accepted
2 Use of telephones and mobile phones 50 10 20 5 0 4.5 accepted
3 Operate videoconference facilities 40 10 10 10 15 3.8 accepted
4 Use of fax machines 50 10 10 10 5 4.3 accepted
Send and receive correspondence by 4.6 accepted
5 telex 40 40 5 0 0
50 10 10 5 10 4.3 accepted
6 Transmit and distribute text images
7 Develop effective routing patterns 65 10 10 0 0 4.9 accepted
Browse and download information 4.4 accepted
8 in internet 40 20 20 5 0
Source: field work 2018

From the table above, office communication skills required by secretaries for effective administration

of Ethiope East Local Government Area of Delta State include; Use of voice mail, e-mail, and

internet (40), Use of telephones and mobile phones (50), Operate videoconference facilities (40), Use

60
of fax machines (50), Send and receive correspondence by telex (40) Transmit and distribute text

images (50), Develop effective routing patterns (65) and Browse and download information in

internet (40).

Research Question 5

What are the reprographic skills required by secretaries for effective administration of Ethiope East

Local Government Area of Delta State?

S/NO ITEMS VMR MR R SHR NR Mean Decision

1 Use copier to photocopy 3.8 accepted
documents 40 10 10 10 15
2 Enlarge and reduce 4.3 accepted
documents using copiers 50 10 10 10 5
3 Create different master 4.6 accepted
copies 40 40 5 0 0
4 Skills in laminating 50 10 10 5 10 4.3 accepted
documents
5 Index and catalogue files 4.9 accepted
appropriately 65 10 10 0 0
Source: field work 2018

From the table above the reprographic skills required by secretaries for effective administration of

Ethiope East Local Government Area of Delta State include; Use copier to photocopy documents

(40), Enlarge and reduce documents using copiers (50), Create different master copies (40), Skills in

laminating documents (50), Index and catalogue files appropriately (65).

4.2 Discussion of Findings

Research Question 1

From findings above, the words processing skills required by Secretaries for effective administration

of Ethiope East Local Government Area of Delta State are; keyboarding with speed and accuracy,

61
Knowledge and skill in the use of software programs, Skill in formatting and proofreading

documents, Proficiency with grammar, punctuation, and spelling, Insert text, page set-up, including

delete text, reset line spacing, margins/tabs, paragraph, font specification, headers, footer and page

numbering networks, Ability to print documents, Retrieve documents saved in external or back-up

drives, Skill in preparing copy from audio recordings, if employed as a transcriptionist and

ability to open files saved in external drives.

Research Question 2

From findings above, the database management skills required by secretaries for effective

administration of Ethiope East Local Government Area of Delta State are; Create and maintain a data,

Extract and list all records, Sort records in ascending or descending order, Generate formulated text

with subtotals and totals, Ability to operate database and Skills on how to create payroll for workers

of different grade levels.

Research Question Three

From findings above, desktop publishing skills required by secretaries for effective administration of

Ethiope East Local Government Area of Delta State are; Keyboarding with speed and accuracy,

Typeset and do colour separation, Translate electronic information to other traditional forms, Skills

in use of software program, Skill in formulating and proofreading documents, Skills in

dictating text and commands if using speech recognition, Ability to use scanners to capture

photograph, images or art, Skills in typesetting and page layout, Skills to assemble files in the proper

digital format for printing and Skills to manipulate graphics.

62
Research Question 4

From findings above, office communication skills required by secretaries for effective administration

of Ethiope East Local Government Area of Delta State include; Use of voice mail, e-mail, and

internet, Use of telephones and mobile phones, Operate videoconference facilities, Use of fax

machines, Send and receive correspondence by telex Transmit and distribute text images, Develop

effective routing patterns and Browse and download information in internet.

Research Question 5

From findings above, the reprographic skills required by secretaries for effective administration of

Ethiope East Local Government Area of Delta State include; Use copier to photocopy documents,

Enlarge and reduce documents using copiers, Create different master copies, Skills in laminating

documents, Index and catalogue files appropriately.

63
 CHAPTER FIVE

SUMMARY, CONCLUSION AND RECOMMENDATIONS

The chapter deals with summary, conclusion and recommendations.

5.1 Summary

The study is design to investigate the information and communication technology based skills

required by secretaries for effective administration of the office in Ethiope East Local Government

Area of Delta State. Ethiope East Local Government Area secretariat was used for the study. A total

number of 85 respondents were used for the study. Simple random procedure was used in sample

selection in order to have equal representation of respondents from the two institutions. The research

instrument used in selecting sample for this study was the questionnaire and it was analyzed with the

use of mean.

5.2 Conclusion

The emergence of information and communication technology has brought about new look in

today’s offices. Most office tasks are being performed by machines with little interference from men,

and this has given birth to what is now known as ICT- based offices. The study also revealed ICT -

based skills to include word processing, office communication, database management, desktop

publishing, and reprographic skills.

The study also, was in agreement that the employability prospects of secretaries depend

largely on the work skill acquired for the administration of modern offices. The study maintained that

competent work skills are possessed by secretaries to function well in ICT-based office. For instance,

secretaries need to possess skills that will make them responsible citizen and fit into the highly ICT-

based offices.
64
5.3 Recommendations

Based on the findings of this study, the following recommendations are made:

1. The study also showed that for secretaries to be in ICT- based offices such requisite skills

areas need to be integrated into the curriculum of tertiary institutions in view of the ever

changing technological innovations and applications in all spheres of human endeavour.

2. Most of the schools in the area should recruit and retain adequate number of lecturers relative

to the minimum standards.

3. Management of schools in the area should provide adequate physical facilities for secretariat

department as stipulated by the government’s minimum standards.

4. Business education departments should regularly appraise and review the status of their

instructional facilities in line with the minimum standards stipulated by the supervisory body.

5. The NBTE and NCCE should review the Business Education/Administration curriculum at

least every five years.

6. All secretaries should strive to be computer literates in the ever changing world of technology.

65
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 QUESTIONNAIRE
Research Question 1
What are the words processing skills required by Secretaries for effective administration of Ethiope
East Local Government Area of Delta State?
S/ VM M SH N
NO ITEMS R R RR R
1 Keyboarding with speed and accuracy
2 Knowledge and skill in the use of software programs
3 Skill in formatting and proofreading documents
4 Proficiency with grammar, punctuation, and spelling
Insert text, page set-up, including delete text, reset line spacing,
margins/tabs, paragraph, font specification, headers, footer and
5 page numbering networks
Ability to print documents, Retrieve documents saved in
6 external or back-up drives
Skill in preparing copy from audio recordings, if employed
7 as a transcriptionist
8 Open files saved in external drives
Research Question 2
What are the database management skills required by secretaries for effective administration of
Ethiope East Local Government Area of Delta State?
S/NO ITEMS VMR MR R SHR NR
1 Create and maintain a data
2 Extract and list all records
3 Sort records in ascending or
descending order
4 Generate formulated text with subtotals
and totals
5 Creating a record in a spreadsheet
6 Sort columns and defining fields and cells
7 Interpret and execute program instructions
8 Ability to operate database
9 Analyze data using statistical tools
10 Skills on how to create payroll for
workers of different grade levels.
Research Question Three
What are desktop publishing skills required by secretaries for effective administration of Ethiope East
Local Government Area of Delta State?
S/NO ITEMS VMR MR R SHR NR
1 Keyboarding with speed and accuracy
2 Typeset and do colour separation
74
 3 Translate electronic information to other
traditional forms
4 Skills in use of software program
5 Skill in formulating and proofreading
documents
6 Skills in dictating text and commands if
using speech recognition
7 Ability to use scanners to capture
photograph, images or art
8 Skills in typesetting and page layout.
9 Skills to assemble files in the proper digital
format for printing.
10 Skills to manipulate graphics
Research Question 4
What are office communication skills required by secretaries for effective administration of Ethiope
East Local Government Area of Delta State?
S/NO ITEMS VMR MR R SHR NR
1 Use of voice mail, e-mail, and internet
2 Use of telephones and mobile phones
3 Operate videoconference facilities
4 Use of fax machines
5 Send and receive correspondence by telex
6 Transmit and distribute text images
7 Develop effective routing patterns
Browse and download information in
8 internet
Research Question 5
What are the reprographic skills required by secretaries for effective administration of Ethiope East
Local Government Area of Delta State?
S/NO ITEMS VMR MR R SHR NR
1 Use copier to photocopy documents
2 Enlarge and reduce documents using
copiers
3 Create different master copies
4 Skills in laminating documents
5 Index and catalogue files appropriately

75