This section summarises the key findings of the study as per the research questions. The purpose of the study was to determine whether UKZN Libraries are embracing changes in technology.
6.3.1. How can UKZN Libraries adapt to technological changes in teaching and research?
The first research question sought to find how UKZN Libraries adapts to technological changes in teaching and research. The study findings indicated that the respondents were already adapting to new technological advancements, although there were challenges when new technologies were adopted. These challenges included, amongst many, the uncertainty of what that particular technology system was going to mean for staff. It was evident that staff needed clarity on the vision behind the implementation before the initial introduction of the new system. The new library system (WMS) was introduced in January 2016 and the study found that it has enhanced the services offered by the library.
This verifies what Hsiao and Tang (2015) state, that technological development has made the distribution of knowledge resources wider and more effective, thus serving library users even better. Academic libraries in the past contained only print material; modern libraries have created more platforms and broader avenues for access to information. The study found that UKZN Libraries has started making their information sources more accessible in many formats but there is still a lot to be done.
UKZN Libraries has successfully made its resources more accessible online and this has translated to meeting the needs of users who do not necessarily have the means to come inside libraries. Thus, UKZN Libraries has adapted to new technological changes, and assisting in the teaching and research of the institution.
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6.3.2. What changes are required to make the UKZN Libraries more competitive, user-friendly and useful to the end-user?
The study found that there were some mixed feelings regarding competitiveness. Most respondents believed that the library is very competitive while others stated there is a lot of catching up with the rest of the world to be done, when it comes to technological advancements. Regarding the ability to use smart devices and be on social media platforms, the study found that staff still had a lot of catching up to do. On accessibility to online information, it was found that UKZN Libraries is doing well and can expand on what it already has online.
The study found that UKZN Libraries has provided physical accessibility to its physically- challenged users. However, respondents mentioned that it was not enough. Issues regarding elevators being out of service, ramps being too steep for wheelchair-bound users, as well as no reading software available for visually impaired users, were big concerns. Respondents felt very strongly about the library insufficiently serving physically- challenged users. It was thus found that the library was not user-friendly. Technologically, respondents felt that having an off-campus module on their website for users outside the university premises, thus making information sources available online, was helpful. The study thus found that UKZN Libraries, technologically, could improve on the services already available online.
6.3.3 How can technological change be embraced in the UKZN Libraries?
There were several findings that emerged when respondents were asked about embracing changes in technology. Respondents noted that there are many positives in accepting technology, one of these being the relevance it brings to the current user.
Moreover, participants revealed that technology plays a big role in making things easier for them to do their jobs. On the other hand, respondents said the library does not have enough resources to adopt and implement the new technologies. Molaudi and Du Toit (2010) state that the involvement of technological development in the academic library has influenced change in collecting, storing, and managing information. It is thus essential for staff to embrace change because the way that work is executed has also changed drastically.
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Technology enhances library services in that once you have taught users how to find information on online databases, for example, users become independent and able to access information sources by themselves without having to physically come into the library. The study found, however, that for some librarians technological changes can be overwhelming. There are always changes that need to be incorporated in their job description, which has posed some challenges for those librarians.
It was found that management experienced many challenges with staff when technological changes were introduced. The study found that lack of communication was one of the factors contributing to the challenges. It was found that staff felt like they were left out at the developing phase, and only when implementation was introducedwere the staff included by the leadership. The study found that technological changes can be embraced by UKZN librarians because they understand that the library sector is constantly changing and improving. However, staff want to be involved from the beginning, from planning to the implementation of the technological advancements.
6.3.4. How can library staff be capacitated to embrace change in technology at UKZN Libraries?
The study found that staff can be capacitated to embrace technological changes by management sending staff for training and exposing staff to new technologies, be it hardware or software. Librarians stated that lack of exposure has caused staff to be disengaged with technological changes, thus causing staff to be unwilling to learn about new developments in the library and information sector. The study found that more exposure is needed for librarians to continue being passionate about their jobs. For example, the library needs to acquire at least a few smart devices for librarians to master, so they know how they work, in order to assist users who come to them for assistance with the same devices.
Respondents mentioned a mechanism that could capacitate staff in embracing technological changes. The study found that there were minimal training workshops presented to staff, thus not increasing their awareness of the latest technologies. The study also revealed a lack of funds in libraries hindered technological changes and consequently little training for staff. Hence more funding is required to send staff on
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training and also to expose them to new trends by sending them to conferences and workshops that present the latest in LIS.
6.3.5. What are potential areas of resistance to change that may be experienced in implementing technological changes in the UKZN libraries?
It was anticipated that staff may experience areas of resistance to change when new technological advancements are introduced. The study found that initially, when change was introduced, there was fear of the unknown from most respondents. Participants mentioned issues ranging from redundancy to the relegation of issues to age (‘I am too old to learn something new’). Kenan (2012) identifies that while younger staff members may be very comfortable handling new technologies, some older staff members may exhibit an inherent resistance to adapting to or embracing change that comes with these new techniques. Thus, the study found that it was the older members of staff that were reluctant to embrace new technologies.
The study revealed that some staff members were unwilling to change or accept changes that came with technologies. Shortage of staff and lack of expertise to run the technologies were mentioned by respondents as enablers of resistance. The study found the staff at the libraries have the necessary library qualifications and are skilled enough to use technological devices which are a prerequisite to provide library and information services; but what emerged from the results is that even so, some staff members lacked enthusiasm in the implementation of technological changes. Lack of communication from top management to staff members was also found to be a major contributor to resistance to change. The study found that when respondents felt left out and not included they resorted to resistance.
6.3.6. What strategies can be identified to facilitate change in technology in the UKZN libraries?
Management mentioned that there are strategies in place to facilitate changes in technology within UKZN Libraries. Some of the plans include sending staff for training and exposing them to new technologies that could benefit the libraries and the institution
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at large. Respondents stated that there needs to be more research done in terms of finding out what is ‘on trend’. Attending workshops and conferences to expose staff to these new technologies was mentioned as well. Associating with colleagues from other libraries to see what is ‘working for them’ was another mechanism to introduce staff to new technologies, and thereby facilitate change in technology use in the library.
The study found that leadership of UKZN Libraries was aware of many issues emanating from changes in technology, and had a strategy and several plans in place to improve services. The study also revealed that funds, security issues and lack of communication were challenges that management were dealing with and working on improving. Some of the challenges that management faced, as stated by respondents, included having senior executives who did not support the library, reulting in a lesser funds allocation.
Management mentioned having a new executive who supports the library’s vision of going
‘e’ as a great relief, and they are hoping for much-deserved increased funding that will facilitate the technological change needed for UKZN Libraries.