The use of information and communication technology for library services at the University of Limpopo during the Covid-19 Pandemic era

Abstract

The use of Information and communication technology (ICT) has revolutionised each sector, including academic libraries globally. The revolution is enabled by how the digital era is embraced globally. In South Africa, many academic libraries have adopted the use of ICT for their services prior the Covid-19 pandemic using automated systems and virtual self-help systems. The use of ICT has never replaced some manual services until the Covid-19 pandemic national lockdown level 5. This study explored the use of ICT in support of library services at the University of Limpopo (Mankweng and Pietersburg branches) amid the Covid-19 pandemic. The research problem addresses the reliance on physical library resources despite existing online services, compounded by limited remote access to databases and technical challenges like poor network connectivity and restricted social media use, impacting library services during the Covid-19 pandemic at UL libraries (Mankweng and Pietersburg) branches. The study was guided by the following objectives; to examine the types of ICT used to provide support for library services at UL libraries’ Mankweng and Pietersburg branches during the Covid-19 pandemic, to determine how ICT was used to render library services during the Covid-19 pandemic at UL libraries’ Mankweng and Pietersburg branches, to establish the perceived usefulness of ICT to render library services during the Covid-19 pandemic at UL libraries’ Mankweng and Pietersburg branches, to explore the attitudes of library staff and patrons towards the use of ICT in rendering library services during the Covid-19 pandemic at UL libraries’ Mankweng and Pietersburg branches, to identify factors that interfere with staff and patrons while using ICT to render library services during the Covid-19 pandemic at the University of Limpopo libraries’ Mankweng and Pietersburg branches. The Technology Acceptance Model (TAM) was employed in the study. However, only two constructs were used in this study which were perceived usefulness and attitudes towards using .The adoption of digital tools, virtual resources, and online platforms became crucial for enhanced accessibility, use and engagement with information delivery within the academic community. The study evaluated the effectiveness of these technological interventions in maintaining seamless library services during the pandemic, offering insights for future advancements in academic libraries.

The researcher employed a qualitative research method and a descriptive research design. Data were collected using face-to-face interviews with 16 participants consisting of two library personnel and 14 library patrons. Collected data were analysed through thematic analysis. Findings from the study revealed that UL libraries employed various types of ICT which included; online databases, e-books, virtual reference services, and digital catalogue to support patrons during the pandemic. In terms of the use of ICT in support of library services, ICT was extensively utilised for virtual assistance, remote access to resources, and online tutorials to ensure library service continuity. Overall, patrons recognised ICT's value for remote access, but a preference for manual services persisted among some patrons, especially at the Pietersburg branch. While library staff adapted to ICT and had positive attitudes, patrons at Mankweng embraced it more, while those at Pietersburg showed a preference for traditional methods, affecting ICT optimal use. Factors Interfering with ICT usage included technological barriers like poor connectivity and limited digital literacy, along with ingrained preferences for manual services, particularly at the Pietersburg branch. The study recommends the expansion of training programs to familiarize both staff and patrons with the full range of available ICT tools and the implementation of user-friendly interfaces and clear instructions to enhance accessibility and usability of digital resources. Strengthening of virtual reference services and online tutorials to meet evolving user needs and Investing in robust ICT infrastructure to ensure reliable and seamless remote access to library resources. Conducting awareness campaigns to promote the benefits of ICT for remote access and research and tailor outreach efforts to address specific concerns and preferences identified among patrons, particularly at the Pietersburg branch. Offering incentives or rewards for patrons to encourage the adoption of ICT-enabled services and providing ongoing training and support for staff to enhance their confidence and proficiency in utilizing ICT tools effectively. Improving internet connectivity and access to digital devices, particularly in underserved areas and developing targeted interventions to enhance digital literacy skills among patrons, with a focus on addressing barriers identified at the Pietersburg branch.