THE CONTRIBUTION OF MODERN TECHNOLOGY IN ADVANCEMENT OF SECRETARIAL PROFESSION IN TERTIARY INSTITUTIONS:

A CASE STUDY OF KYAMBOGO UNIVERSITY

INTRODUCTION

1.0 Introduction

This chapter entail the background of the study, statement of the problem, objectives of the study, research objectives both general objective and specific objectives, research questions, scope of the study, significance of the study the conceptual framework.

1.1 Background of the study

By the mid 20th Century, humans had achieved a mastery of technology sufficient to leave the atmosphere of the earth for the first time and explore space. According to Merriam-Webster (2007)  technology is  making  usage  and  knowledge  of  tools,  machines,  techniques,  crafts, systems or methods of organization in order to solve a problem or perform a specific function. The word technology comes from Greek; the term can either be applied generally or to specific areas: example include construction technology and information technology.

Technology has affected society and its surroundings in a number of ways. In many societies, technology has helped develop more advanced economies (including today’s global economy) and has allowed the rise of a leisure class. Many technological processes produce unwanted by- products: known as pollution and deplete natural resources, the determinants of the earth and its environment. Various implementations of technologies influences the value of a society and news technology often rises new ethical questions examples include the rise of efficiency in terms of human productivity, a term originally approved to machines and the challenge of traditional norms.

According to Franklin Ursula (1952) traditionally, new technology has been concerned with the construction of machines, structures, and tools on a relatively large scale. The development of materials for building bridges or sky scrapers is an example of this, as is the development of the internal construction engine and the nuclear reactor.  While such activities involve all the sciences, from chemistry to nuclear physics, the overriding goal has been the same to improve the human condition by finding better ways to deal with the macroscopic world.

Julius Adama’s (1999) in his views says: Since world War II, the focus of technological activities has undergone a major change while the old activities are still pursued, they have largely superseded by applications of technology at the microscopic level instead of building large-scale structures and machines modern-day technology tends to concentrate on finding improved ways to transfer information and to develop new materials by studying the way atoms come together. The silicon clip and micro electronics typing the new technological trend, as does the blossoming of genetic engineering. The trend can be expected to continue into the fore seeable future. With the changing world of technology this day, it is important to say that modern technology has come to stay, and it plays significant role in the improvement of the secretary’s job which in turn enhances productivity in all aspect.

In the past, most office work had been carried out manually although through them the volume of office work had been small and there was less sophistication in the industrial art, hence there was no significant demand for modern technology. But today, when one looks at the basic tasks. In an office, whether it be writing, calculating, filling, sorting or analysis, it is found that office machines can be used to do the job better and faster which leads to great achievements and professionalism in the field. There has never been greater need for efficiency in business than there is today. All kinds of businesses. Must employ modern methods in their offices. The raw material of an office is information, and the responsibility of an office is like that of a clearing house, receiving and sending out information, processing storing facts in various forms. Therefore, the ever increasing size of business organizations has increased the development of new techniques in office management. Unlike in the past, where the secretary made use of old model manual typewriter that does not enhance efficient. Since the secretary is a medium through which the organization actions and policies are conveyed to the public. In readable and disenable form, it is wise that she is exposed to office machines and understand their proper

usage  so  that  she  can  efficiently  carryout  the  routine  job  of  the  office.  By  so  doing  the organization concern can benefit highly form the services of the secretary.

The secretary is part of the management team since she is completely involved in the affairs of the office and in making and implementation of business plans. She deals with letter drafting and typing, filing processing and storing of information as well as disseminating information. With the office automation such as electronic typewriter Word process, computer, telephone, fax machine, internet, e-mail, photocopier and calculating machines at her disposal, her job is sure to progress swiftly and a boost to attaining productivity in the organization where she works.

1.2 Statement of problem

Even though modern technology is regarded as important and of high value in ensuring quality work output in an office, as well as bringing about productivity. It is equally believed that these machines can cause job displacement. This is the fear that many employees suffer from when

new machines are being purchased for use by their organization. The machines are cost effective. Some organizations do not really apply the use of some of the modern machines and this lead to poor performance, this is because they seem not to attach great importance to these machines and most secretaries are ignorant of their uses. Therefore if nothing is done probably the organization mighty loose market opportunities; however, this prompted the researcher to carry out research on the contribution of modern technology in advancement of secretarial profession, Kyambogo University.

1.3 General objective

The purpose of this study was to establish the contribution of modern technology in advancement of secretarial profession in tertiary institutions.

1.4 Specific objectives of the study

The study intended to achieve the following:

1. To examine the concept of modern technology and its rate of applicability in tertiary institutions.
2. To  examine  the  concept  of  training  and  development  of  a  secretary  in  secretarial profession in tertiary institutions.

iii.     To establish the relationship between modern technology and secretarial profession in tertiary institutions.

1.5 Research questions

1. What is the concept of modern technology, as applied in tertiary institutions?

1. What is the concept of training and development of a secretary in secretarial profession in tertiary institutions?
2. What is the relationship between modern technology and secretarial profession in tertiary institutions?

1.6 Scope of the study.

This included; content scope, geographical scope and the time scope.

1.6.1 Content scope

The  research  focused  on  the  contribution  of  modern  technologies  in  the  advancement  of secretarial profession.

1.6.2 Geographical scope

The research was carried out in Kyambogo University because it was a good representation of institutions of higher learning. It is located 6kms off Kampala -Jinja road in Banda Kampala-Uganda.

1.6.3 Time scope

The research covered a period of three years and above and giving justification.

1.7 The significance of the study

1. Institutions that are privileged to have access  to modern technologies will be at  an advantage in that, they will be better placed to know the different roles which secretaries can play and their ability to operate complex and automated machine.
2. This research work will also be useful in institutions of higher learning that offers secretarial studies.

iii.     Some institutions are  not  aware  of  these  modern office  technologies.   This  type  of institution will benefit from this research, because, after getting through this work, they would be well exposed about the various equipment that they could use to carry out their duties effectively.

1. iv. This research work will be a valuable asset to government policy makers on privatization and contributing to the successful up-lifting of secretarial profession in modern technology.

1.8 Limitations of the study

1. The  researcher  faced  a  problem  of  insufficiency  of  funds  to  facilitate  transport.

Stationary, typing and printing of the information as this will compromise the scheduled time flame of the study.

1. Some of the respondent’s unwilling to give correct information about the study, thinking

that the study might be for other intentions as compared to the researcher’s submissions.

iii.     Inadequate time flame for obtaining detailed information was also one of the problems faced by the researcher.

1. The  researcher  also  faced  the  problem  of  getting  wrong  information  from  the respondents; this came as a result of fear and lack of confidentiality as seen from the above.
2. In the course of carrying out this work, certain factors such as time, enough capital, and inadequate text books interrupted the researcher as a result of other academic activities going on.

1.9 Conceptual framework

The  model  below  explains  the  relationship  between  modern  technology  and  secretarial profession in tertiary institutions.

Dependent variable: Secretarial profession

Independent variable: Modern technology

Intervening variables: Economic factors, Political factors, and Government policy

Modern technology

.

Intervening variables

1.10 Definition of terms

In the course of this research, the following terms are frequently used and will be defined here, so as to help the reader to better appreciate and understand the relevance of this research work.

Secretary: An executive assistant who possesses a mastery of skills, who demonstrates the ability to assume responsibility without direct supervision; who exercise initiative and judgment and who makes decisions within the scope of assigned authority.

Training:  It  is  the  systematic process of  altering the  behavior of  an  employee to  increase organizational goals.

Development: This deals with the activities undertaken to  expose an employee to  perform additional duties and assume position of importance in the organizational hierarchy.

Technological advancement: This is a complex modern labor and cost cutting equipment that are now increasingly utilized in organizations.

Word processor: It refers to the process by which an idea is translated into written communication. It also records typed words, diagrams etc and displays them on screen, where they can be corrected or changed and then automatically printed.

Data: Its means facts or information

Typewriter: It’s a keyed writing machine

Computer: An electronic device used for storing and analyzing information fed into it, its also used for calculating.

CHAPTER TWO

LITERATURE REVIEW

2.0 Introduction

In this chapter, literature, which is related to and consistent with the objectives of study, was reviewed. Important theoretical and practical problems were brought out, relevant aspects on the contribution of modern technologies on tertiary institutions.

2.1 The Concept of Modern technology and its applicability.

Office Technology

Changing technologies—including personal computers (PCs), slide projectors, movie projectors, overhead projectors, television monitors, videocassettes, videodisc players, multimedia systems, and the Internet have had a major impact on the office environment since the start of the twentieth century. The ability to  use technology is  an  essential skill  in  the ever  changing workforce of the twenty-first century.

The modern office has changed dramatically since the 1990s. Offices in today’s society are transmitting information via electronic mail (e-mail), electronic calendars, and teleconferencing, as well as other electronic devices. Communication via technology is just as important as oral and written communication in the work environment. Technology continues to play a vital role in transforming the business environment.

Advances in technology have transformed the world of work. As the work environment has changed, individual workers see how their work connects not only to their particular work place, but to the entire value chain.

The backbone of technology is the local area network (LAN), a single-site computer network, or the wide area network (WAN), which supports worldwide work groups. Both of these networks provide tools for users to transmit data, graphics, mail, and voice across the network. LANs and WANs enable distributed work teams to complete projects using groupware and decision support systems.

Merging in the fast lane of the information super-highway of the twenty-first century world of work,  faster  information systems,  blink-of-an-eye access  to  the  global  marketplace, virtual offices,  virtual  teams,  and  virtual  organizations are  coming into  existence.  The  impetus is technology. The technology explosion has transformed every level of business environment— from the typical office worker to the chief executive officer (CEO), providing a challenge for all. Technology is creating whole new genres of content. Office technology focuses upon office information functions such as word processing, data processing, graphics, desktop publishing, and communication.

OFFICE SYSTEMS

The invention of the PC in the 1980s altered the way computing power was distributed within an organization—changing how companies were run, the ways in which information was created, and the ways in which information was used by individuals in carrying out their jobs. The use of word processing and spreadsheet packages made it possible for professional staffs to create their own reports without having to go to a central typing pool or computer center. Prior to the advent of the PC, secretaries typed letters, created reports, and organized information in files. The nature of secretarial positions changed with the arrival of the PC, from a focus on document creation and production to a focus on other kinds of administrative functions, as reflected in the changing work patterns of the office.

Office systems consist of tasks to be performed, procedures to complete the tasks, sets of automated technologies designed to enhance productivity, and personnel working within the framework  of  a  business  organizational  structure.  Office  systems  exist  in  facilitating  and retaining communications, and creating, processing, and distributing information. Integrated hardware components and integrated software applications enhance the productivity and efficiency of the overall organization to the success of the business.

TYPES OF TECHNOLOGIES

The variety of technologies available continues to change. Some of the technologies used in today’s offices are:

Intranets and Internets

Messages can be transmitted electronically within an office (intranet) as well as around the universe (Internet, or Net). Workers are able to exchange information over the computer via the Net through e-mail. E-mails can be sent simultaneously to many individuals around the world.

The intranet is an internal computer network that is used within a company, whereby pertinent information—such  as  telephone  directories,  calendars  of  events,  procedure  manuals,  job postings, and human resources information—can be posted and updated. With the intranet, one is able to communicate online with individuals within a designated work environment.

The Internet is a global computer network that permits millions of computers around the world to communicate via telephone systems and other communication lines. It is also known as the digital information super-highway and is a part of the World Wide Web (WWW). With the Internet one can communicate to anyone online throughout the world. The Internet is a public worldwide computer network full of information comprising inter-connected networks that span the globe.

Web Pages

Web pages make it possible for businesses, organizations, and anyone who wishes to post information or sell products to do so on the World Wide Web. Web page programs such as Macromedia, Dream-weaver, and Site Rack enable users to create their own Web pages.

Web-Based E-Mail

Web mail is a popular Internet service that allows one to send messages and files to anyone around the world from any computer that is connected to the Internet. With an account, users can send and receive messages, images, and any other type of information. Users can access e-mail even if they do not have a computer, simply by using small, inexpensive devices that fit in the palm of one’s hand.

E-mail is keyed messages sent from one computer screen to another, using a network linking the units. Transmitting messages from one computer to another offers office workers the ability to communicate quickly through written messages with colleagues, coworkers, and friends.

Voice Mail

Voice mail is an outgrowth of e-mail. Information is spoken into the phone. Words are converted or digitized into electronic computer language. This form of communication is  transmitted electronically by phone lines for immediate delivery or can be stored in a computer mailbox. The recipient is able to retrieve the message by dialing a code number to access the mailbox. The computer reconverts the message to the caller’s voice and the recipient is able to hear the voice message.

Electronic Calendars

Office tasks are being accomplished and redefined by computers. Computers can keep a calendar of appointments. The computer stores the files of employees’ schedules, forthcoming meetings, calendars of events, and conferences, thereby enabling employees to check their central file. Everyone in a particular office has access to electronic calendars and is able to choose a time and place that is available and open on everyone’s schedule. Each office employee can be tied into the system by having access to a central electronic file.

Office Suites

Office suites are a group of programs. In the mid-1990s the term office suite was considered to be a group of programs that allowed for word processing, spreadsheets, and sometimes data entry. Now office suite includes Web design software, presentation software, page layout design, and, in some instances, graphics editors. They are key pieces of productivity software, used in most businesses.

Portable PCs

Portable PCs include personal digital assistants (PDAs), laptop computers, and notebook computers. PDAs are proliferating. Among the most popular PDAs are the Palm and BlackBerry. Laptops computers are used by business travelers to make multimedia presentations, create and send reports and spreadsheets, and do research on the Internet. Notebook computers are similar to laptops, but usually smaller.

Groupware and Decision Support Systems

Groupware is a work group software, such as Lotus Notes. It enables members of a team to share information on a project that they are working on together. Some of the functions of groupware are document formatting, information management, and communication. The group is  kept informed via an electronic calendar. It runs an e-mail network that links the work group with remote operations. It also includes an information system that handles all data relevant to the business and provides instant accessibility throughout the organization. Decision support systems facilitate group decisions by providing a formalized process for brainstorming, distilling key concepts, prioritizing or ranking topics, and achieving group consensus.

Teleconferencing

In the business world, many companies hold meetings via teleconferences. Teleconferencing is a method of conducting meetings via telephone lines and/or satellites connecting participants’ terminals at two or more locations, with one or more participants per location. There are three types of teleconferences:

1. Computer conferencing —Terminals that are connected to a mainframe computer are used by all the participants. Comments or questions can be keyed in on their screens, which are arranged on an inter-connected network. Messages are displayed on the participants’ screens.
2. Audio conferencing —Participants make comments over the phone. They cannot see each other, and they are not able to read body language. Audio conferences are connected by telephone and/or speaker-phone.
3. Videoconferencing —A CEO in Los Angeles could have a sales conference or interview with a person in Washington, D.C. Both individuals are shown simultaneously or alternately on the screen. The advantage of videoconferencing over audio conferencing is that individuals can see as well as hear each other.

Voice Recognition and Videoconferencing

With the advent of voice recognition, a day may come when human translators are no longer needed. The future of videoconferencing is not only multilingual, but 100 percent real-time with no delays. Voice recognition software allows humans to talk to a computer. Computers

Understand the voice. It is an electronic process in which information is printed from voice input, thereby bypassing the keyboarding operations.

At one time, videoconferencing used large, expensive pieces of equipment that provided “room”- based video-conferencing. Participants gathered at a central site in a specially equipped conference room, looking at monitors displaying similar rooms at remote sites.

Computer-based videoconferencing is a new paradigm for videoconferencing. Participants sit at their desk or in a videoconferencing room calling up other participants—similar to making a telephone call. It is a form of communication that uses bandwidth. Bandwidth is interpreted as the speed at which information flows, and communication is the transfer of information from one place to another. The connection between these two remote sites is called communication channels.

Multimedia System

A  multimedia  system  presents  information  by  using  a  combination  of  sound,  graphics, animation, and video. Multimedia applications are used for business and education. Marketing presentations   are   developed   to   advertise   and   sell   products   using   multimedia.   Sales representatives  use  a  computer,  a  video  projector,  and  a  display  screen  to  make  their presentations to the audience. Interactive advertisements as well as job applications and training applications can be published on the Internet or in a kiosk display.

Electronic Whiteboard

An interactive “smart” white-board with “electronic ink” and touch-sensitive screen can be hooked up to a computer and a projector. The board magnifies images clearly and colorfully. The board has annotation capabilities and notes can be jotted down directly over the projected images, and then printed instantly. Thus, there is no need for individuals to take any notes.

The advantage that a whiteboard offers over a simple projection system is that it can be used as a projection screen and a writing surface through its connection with the PC, from which images can be printed out. A white-board allows trainers and instructors to operate the computer as if they were using a mouse, moving the cursor around on the computer just by touching a point on

the whiteboard. A projector is mounted on the ceiling. The screen should be centered so that all participants have a clear view of the screen.

Smart Board

A smart board is a tool that improves the way people meet, share ideas, and teaches. It looks and feels like a regular whiteboard combined with the power of the computer. It lets users save and print notes, collaborate on documents, share information, and run multimedia materials—video or data conferencing across distances.

The smart board becomes a large, touch-sensitive screen when combined with a liquid crystal display panel or projector. It can control Windows or Macintosh applications or multimedia by touching the board with one’s finger. By picking up a pen, presenters can draw over their applications in electronic ink to obtain the attention of the audience. Users can e-mail notes to participants and even cut and paste them into other applications.

RECORDS MANAGEMENT

The processing capabilities and storage capacity of computers have made electronic storage and retrieval of information a common practice in business. Computer-generated document management, records management software, and imaging systems assist businesses with large volumes of records. Imaging systems convert all types of documents to digitized electronic data that can be stored and retrieved quickly. With the advent of superhigh-density magnetic storage and online storage, this will be much less of an issue in the future.

A scanner is used in converting paper documents into a digitized form. A processor compresses the image. A retrieval mechanism converts the image for viewing on a monitor, and output devices process the image to a hardcopy format. Laser optical disks are suited for high-volume record management because of their high capacity and durability.

COMMUNICATION IN ORGANIZATIONS

In the business world, technology links employees working in teams; employees are expected to be competent in various software applications and be able to make decisions and multitask. The

impetus  of  newer  office  technology  has  transformed  the  way  businesses  function  in  the worldwide marketplace.

In the past, workers acquired a set of skills that became their tools of the trade. Since the mid-

1970s, workplace technology has changed swiftly; new technologies have been introduced and replaced. Computer applications are updated continuously. In the twenty-first century, people who work in offices need to be well versed on the use and application of the many emerging technologies. Workers need to adapt to this ever-changing technology. In an increasingly technological world, the expansion of American workers’ skills depends upon commitments from the workers themselves, industries, workplaces, and educational and training institutions.

All of these office technologies facilitate communication among people in organizations. All businesses   need   workers   who   possess   critical   thinking   skills,   problem-solving   skills, interpersonal skills, and the ability to communicate effectively whether in writing or orally. Appropriate choices of communication lead to increased productivity and positive social effects. Workers need to be technologically literate in order to compete in a world that continues to change faster than one can imagine.

2.2 Secretarial profession

2.2.1 Professional secretaries, also known as administrative or executive assistants, work in offices  to  assist  with  tasks  and  ensure  the  efficient  running of  an  organization.  They  are employed by large corporations, non-profits, governmental agencies, small businesses and many other types of organizations. Common duties of professional secretaries include greeting visitors, answering phones, handling correspondence, performing data entry and working on assigned projects, but they may also be required to perform non-traditional duties, like making travel arrangements for business trips.

2.2.2 Look Back at the Secretary Profession

Secretaries have played essential roles in the workforce for a very long time, but the profession is anything but unchanging. Performing numerous clerical and administrative functions in government and  business  environments for  centuries  on  end,  secretaries  and administrative

assistants have redefined their roles and responsibilities multiple times right alongside history itself – the good, the bad, and the ugly times included.

In honor of more than four million secretaries and administrative assistants currently employed in the U.S., let’s take a look at some of the significant times in our history that have shaped and

influenced the secretarial profession into what it is today.

5000 B.C. –

400 A.D.  Though it is unclear when precisely secretaries first came to be, evidence shows the presence of secretaries dating back to ancient Egyptian scribes, comprised of men entrusted with private and confidential matters  –  thus the word secretary, from the Latin word secretum, meaning “secret.” These highly educated men chisel business transaction details and correspondence onto stone, so shorthand skills are essential.

1860 During the Middle Ages, secretarial work is mostly carried out by clergymen – the word clerk derives from the word cleric which means, “of or pertaining to the clergy.” Clerical tasks expand into record keeping and bookkeeping. As the merchant class begins to rise, secretaries are in very high demand and they gain a higher status in society. During the Renaissance, clerical roles move away from the church, though men continue to dominate the profession.

1930 During the Civil War, 1,500 women are hired to fill clerical positions in the U.S. Treasury out of dire need. The country soon sees a period of rapid industrialization, and the need for paperwork and recording surges further. Desperate for a more efficient way of recording information, Christopher L. Sholes invents the first typewriter in 1867, which creates more opportunities for women in secretarial roles because their fingers are considered more dexterous. By 1930, women make up 95-percent of employed clerical workers due to their exceptional typing skills, high literacy rates, and willingness to work for lower wages.–

1980 Though there are more job openings than secretaries to fill them, more and more women aspire to become secretaries. Women attend business colleges and secretary schools to refine their clerical skills and attain higher professional credentials. As secretaries begin to take on

Various levels of responsibility, researchers in 1934 determine a need to distinguish between different clerical roles, namely secretary, clerk, typist, stenographer and personal assistant.

Women increasingly fill jobs in business environments dominated by men and, consequently, office dynamics change, especially with regards to gender roles. In an interview with NPR, Lynn Peril, secretary and author of Swimming in the Steno Pool: A Retro Guide to Making It in the office describes the environment of these decades:

“There was this pop culture tradition. The term, office wife, really goes back to the 1920s… this evolution of the idea of the secretary as this hot-to-trot, pencil-pushing woman who’s there to have an affair with the boss, meet a husband. And it’s not a very positive image.$0 $0″So, by the

’70s, when women are really starting to strike out for their rights in all sorts of ways, they asked to be called administrative assistant because administrative assistant actually means you’re taking your job seriously. It’s a way to say, ‘I’m doing my work. I’m serious. I’m not a secretary.'”

The secretarial profession continues to gain momentum for women and is recognized as a vital role  in  offices.  Responsibilities  evolve  beyond  typing and  into  the  operation  of  multi-line telephones and adding machines, organizing schedules and appointments, composing letters, and supporting bosses on an executive level.

Other noteworthy events occur:

1942: The National Secretaries Association (NSA) is formed by a group of secretaries who recognize that continuing education is essential for professional success.

1951: The NSA administers the first Certified Professional Secretaries Examination, thus establishing a standard of excellence for the profession.

1952:  NSA president  Mary Barrett,  along  with  Dictaphone Corporation president  C.  King Woodbridge and businessman  Harry  F.  Klemfuss,  create  Secretary’s  Day  in  honor  of hardworking secretarial professionals in the office. The holiday gains national popularity and is celebrated each year during the fourth week of April.

1956: Noticing typos  are  difficult to  erase on  modern electric  typewriters,  Secretary Bette Nesmith Graham founds the Mistake Out Company, and selling bottles of white water-based paint she’s invented to conceal her errors. Within a year Graham sells upward of 100 bottles per month.

1964: The Civil Rights Act outlaws discrimination against workers regarding their age, sex, ethnicity, race or religion.

1977: A federal appeals court rules in favor of a woman who had been fired for refusing her boss’s sexual advances. The court claims the man had violated the Civil Rights Act of 1964.

1979: Bette Nesmith Graham sells her company, which became known as Liquid Paper, to

Gillette for $47.5 million.

1980-Today: Over the past 30 years, secretarial jobs have spread into various roles and levels of responsibility, and administrative professions have been transformed due to a technology revolution. Here are some of the highlights:

1985: A proliferation of automated office technologies and equipment, including fax machines, word processors, spreadsheets, databases and desktop publishing, expands the secretary’s skill set and value to an organization.

1995: The Internet transitions into a commercial enterprise and offices begin integrating web- based practices such as e-mail and web browsing. Microsoft releases an updated operating system, Windows  95,  which  integrates  computer  networking  with  administrative  support services, and is quickly adopted by office professionals around the world.

1998: NSA changes its name to the International Association of Administrative Professionals (IAAP) to “encompass the large number of varied administrative job titles and recognize the advancing role of administrative support staff in business and government.”

2000: National Secretary’s Day and National Secretary’s Week are renamed to Administrative Professional’s Day and Administrative Professional’s Week to “avoid embarrassment to those who believe that ‘secretary’ refers only to women or to unskilled workers.”

2001: IAAP introduces the Certified Administrative Professional program as an advanced credential earned by recipients.

2003: Social media begins, giving administrative professionals a new potential area for growth in their office – online marketing. Blogging also rises in popularity, giving office staff more opportunities to assume more creative roles.

Today, about 96-percent of administrative professionals are women, although as office roles and business departments expand more men are entering the field. Professionals assume a wide range of roles in office environments with varying degrees of responsibility, and organizations hire office personnel based on the size of the company and the needs of the customers. Occupations include general office support roles like office assistant or office clerk, specific roles such as receptionist or customer service representative, and leadership roles including office manager and first-line supervisor.

The secretarial profession has come a long, long way. From a 180-degree change in gender dominance to technologies that have improved workflow and increased job opportunities, administrative office roles have remained an integral part of business operations, and all signs indicate the profession is here to stay.

2.2.3 Below are the Responsibilities, Salary, Qualifications, Skills, Work experience, Career prospects of professional secretary.

A secretary or administrator provides both clerical and administrative support to professionals, either as part of a team or individually. The role plays a vital part in the administration and smooth-running of businesses throughout industry.

Secretaries/administrators are  involved  with  the  coordination  and  implementation  of  office procedures and frequently have responsibility for specific projects and tasks and, in some cases, oversee and supervise the work of junior staff.

The role varies greatly depending on the sector, the size of the employer and levels of responsibility. Most work involves both written and oral communication, word processing and

typing, and requires relevant skills such as IT, organizational and presentation skills, as well as the ability to multi-task and work well under pressure.

In  some  cases,  secretaries/administrators are  required  to  have  high-level  qualifications and previous experience in specialist sectors, such as law, for example.

The role can often overlap with that of a personal assistant.

2.2.3.1 Responsibilities

(i) Common tasks include:

v   Word processing;

v   Audio and copy typing;

v   Letter writing;

v   Dealing with telephone and email enquiries;

v   Creating and maintaining filing systems;

v   Scheduling and attending meetings, creating agendas and taking minutes – shorthand may be required;

v   Keeping diaries and arranging appointments;

v   Organising travel for staff.

(ii) Depending on the sector, the role may also include many of the following:

v   Using a variety of software packages, such as Microsoft Word, Outlook, Powerpoint, Excel, Access, etc., to produce correspondence and documents and to maintain presentations, records, spreadsheets and databases;

v   Devising and maintaining office systems;

v   Booking rooms and conference facilities;

v   Using  content  management  systems  to  maintain  and  update  websites  and  internal databases;

v   Managing and maintaining budgets, as well as invoicing;

v   Liaising with staff in other departments and with external contacts;

v   Ordering and maintaining stationery and equipment;

v   Sorting and distributing incoming post and organising and sending outgoing post;

v   Arranging travel and accommodation for staff or customers and other external contacts;

v   Liaising with colleagues and external contacts to book travel and accommodation;

v   Organising and storing paperwork, documents and computer-based information;

v   Photocopying and printing various documents, sometimes on behalf of other colleagues;

v   Recruiting, training and supervising junior staff and delegating work as required;

v   Manipulating statistical data;

v   Arranging in-house and external events.

2.2.3.3 Working hours

Working hours typically range between 35 to 40 hours a week, with a working day usually being somewhere between 8am and 6pm. Flexi-time is sometimes available depending on the organization.

Interim, part-time  and  temporary  roles  are  common.  Career breaks  are  possible  if  skills, especially IT, are maintained.

2.2.3.4 What to expect

v   Work is almost entirely office-based.

v   Self-employment or freelance work is unusual.

v   Jobs are available in all areas of the UK and opportunities are widespread.

v   This is traditionally a female role and the majority of secretarial jobs are still held by women.

v   The nature of the role is to support colleagues and projects rather than to take a lead on projects yourself, which may become frustrating.

v   The role can be stressful at times, since the work is always focused on the needs of the manager or team. Deadlines may be imposed suddenly, demanding flexibility and reprioritization of workload.

v   Travel within a working day, overnight absence from home and overseas work or travel are all uncommon but may be required depending on the role.

2.2.3.5 Qualifications

Varying levels of qualifications are required for this role, depending on the employer and sector. Some may be more concerned with prior experience and skills, whereas others may want formal qualifications.

For roles with more responsibility, the following degree and HND subjects may increase your chances:

v   Business or management;

v   Business with languages;

v   Government or public administration;

v   Law;

v   Secretarial studies.

Secretarial courses specifically aimed at graduates are available, often through private colleges. Specific secretarial training is useful for entry to legal or medical roles.

2.2.3.6 Skills

As a professional secretary, one needs to have:

v   Strong organizational skills;

v   Presentation skills and attention to detail;

v   The ability to plan your own work, work on your own initiative and meet deadlines;

v   The  ability  to  manage  pressure  and  conflicting  demands  and  prioritize  tasks  and workload;

v   Oral and written communication skills;

v   Tact, discretion and respect for confidentiality;

v   A pleasant, confident telephone manner;

v   Teamwork;

v   Reliability and honesty;

v   Project management skills.

Knowledge of another common business language may boost potential earnings.

2.2.3.7 Work experience

Relevant  experience  is  often  more  highly  valued  than  secretarial  qualifications,  although excellent IT and typing skills will always be an essential requirement.

Temporary work can often lead to permanent positions and, if you do not have much previous experience, a temporary or part-time job will provide an opportunity to try different types of secretarial or administrative work. This can help you to decide which aspects of this work you particularly enjoy and what sort of employer or sector you would like to work with.

Competition is not usually severe since there are so many opportunities, although this depends heavily on the area of employment. The demand for skilled, experienced staff remains high. Exact requirements for particular typing speeds and knowledge vary from vacancy to vacancy depending on the nature of the post, but a minimum typing speed of 45wpm is usually required.

It is common to find work through secretarial agencies, but applying directly to organizations that appeal to you can be effective.

Employers value experience and a mature attitude in this field of work, so mature entry and an established work history are likely to be useful for more senior roles.

2.2.3.8 Employers

As secretarial and administrative work is so diverse, employment can be found in virtually all sectors, including:

v   Academic institutions and universities;

v   Creative industries, such as advertising or publishing;

v   Government;

v   Hospitals and general medical practices;

v   Legal and financial services;

v   Management and strategic consulting;

v   Marketing and communications;

v   Private companies;

v   Property;

v  Public organizations, including local authorities and charities;

v  Retail and leisure.

The nature and variety of work you undertake will vary according to the size of the business you work for. Large organizations may provide more routine work but could offer more scope for promotion and experience in other departments.

Some small businesses may expect you to perform a very traditional administration function, but others could give you extra responsibility if they only have a small staff, which could provide additional, useful experience.

A large number of recruitment agencies specialize in secretarial and administrative positions.

2.3.9 Professional development

Initial training usually consists of being taught company policies, procedures and systems. Once in post, it is not essential to study for further qualifications but they may be offered by your employer, or you may wish to undertake some to increase your chances of progression.

(i) Relevant qualifications include various NVQs, certificates and diplomas in subjects such as:

v   Audio transcriptions;

v   Business and administration;

v   It;

v  Typing.

(ii) Qualifications are awarded by many bodies including:

v   City & Guilds

v   ICSA (Institute of Chartered Secretaries and Administrators)

v   LCCI International Qualifications

v   Pitman Training

v   Reed

Full-time, fast-track courses are available and are often favored by graduates as they can be completed quickly and provide wide-ranging knowledge of office procedures and secretarial skills.

Entry to more specialized areas, such as legal or medical secretarial work, may require additional qualifications, sometimes offered through trainee positions or by gaining extra accreditation on a secretarial course through relevant professional bodies.

It is important to keep up to date with new technology and take advantage of any training courses offered, either externally or in-house. The range of IT skills you need will depend on your specific role, but you may wish to take training in Microsoft PowerPoint, Excel, Access or statistical packages or web-authoring and design.

Training in some soft skills, such as assertiveness or customer service, may also be available. (iii) Other common areas of training for secretaries/administrators include:

v   First aid

v   Health and safety

v   Industry and company procedures

v   Records and content management

v   Time management.

2.2.3  10 Career prospects

1. There are a number of ways in which your career could develop. You may wish to specialize in one industry or area, such as legal or medical secretarial work, or become a personal assistant to a company director or other senior manager.
2. Alternatively, you could choose to use your organizational skills as an office manager or team secretary, coordinating the work of others within a department or organization.

iii.     It is possible in some sectors, such as charities, property or large organizations, to move up through internal vacancies and opportunities, or perhaps move into other areas of the company such as sales or marketing. Therefore, working in administration in a sector that you are interested in can be a good ‘foot in the door’.

1. To increase the scope for career  development join a  professional body such as  the Institute of Professional Administrators (IPA). Membership of a professional body in the area that you are looking to move into can help you make the transition and show that you are serious about a career in that area.
2. Another possible promotion route is to become a chartered secretary with the ICSA (Institute of Chartered Secretaries and Administrators). Chartered secretaries are trained in a variety of areas including corporate law, finance, governance and management and have to take several exams. After becoming chartered and with substantial experience, it may be possible to move into roles such as company secretary, chief executive or director of legal services.
3. If you have language skills, you may decide you want to move into a more specialized role such as a bilingual secretary. In this role you would be combining language and administrative skills to interpret, translate and summarise information.

vii.     Alternatively,  you  may  wish  to  develop  other  specific  skills  for  certain  roles.  For example, you could use your shorthand skills to become a verbatim reporter, attending court hearings and making records of the outcome.

viii.     Alternative careers

v   Personal assistant

v   Theatre manager

v   Intelligence analyst

v   Arts administrator

v   Health service manager

v   Environmental health practitioner

2.2.4 The concept of training and development of a secretary

The view expressed by various authors on the  meaning of training and development of  a secretary portrays the secretary as the life wire of any organization. Stable employment condition

is good evidence of intelligent secretarial training and development. While training employees, they are also developed. In other words, there exists a subtle difference between training a secretary and  developing a  secretary.  However,  both  concepts  play  complimentary role  in enhancing secretary’s job performance and on other hand contributes to the growth of the organization.

Nwachukwu (1988) defines training a secretary as an organizational basic skills required for the effective execution of the function for which he was hired. He saw developing a secretary as, those activities, duties and assumed positions of importance in the organizational hierarchy.

Based  on  the  above  definitions, it  is  easy to  identify the  difference  between  training and development. While training exposes employee to skills necessary for effective job performance, development on the other hand goes further to expose an employee to move challenging tasks.

According to Kennehill (1980) training is the overall process whereby individual behavior is modified to conform to a predefined and specific pattern. This definition implies that training is a means of providing individual with new sets of attitudes that are consistent with some stated goals.  In concert with Kennehills definition. Odiorn (1985) opined that training should be charged behavior. If it does not have the quality to understand, has a boss who conflicts with the training behavior proposed, or has subordinates who determines that such proposed behavior would work or be suitable in the environment.

McGhie and Thayer (1989) emphasized that training encompasses activities ranging from the development of a complex knowledge. Inculcation if elaborated administrative skills and the development of attitude towards intricate and controversial social issues.

Kellog (1990) define developing of a secretary as, change in the person (favorable change) that permits him to junction more effectively. He went further to say that the result of development is that the employee possesses new knowledge in a way, or has an increased interest in applying what he knows.

Based on the above definitions one can say that both training and development result in creating a change in an individual. There are similarities between training and development because both

concepts are aimed at creating a favourable change in the life of individuals. However, the frontiers of development extend further to measure how effectively the favorable chance in behavior has improved secretaries’ performance.

Kalt et al (1985), defined training of secretaries as a systematic way of altering behavior to prepare a secretary’s performance on the present job and developing a secretary as a process of preparing a secretary for a broader role in the company. These authors perceive training as a job related experiences because it is used to develop mental or manual skill to increase knowledge and to change attitudes and development as person oriented because it focuses on improving the conceptual skills in complex in structural situations.

Following the above definitions, it is obvious that some differences exist between training and development.

Koontz and O’Donnel (1990), made this difference more discernable by saying that learning about skills take place in training situation, these in the classroom in conference or in a working experience while development takes place through actual job performance. However, secretarial training and development compliments each other in an organization question to evolve qualified secretaries.

Training and development of a secretary is aimed at bridging the gap between secretary expected and actual performance. This is because the quality / quantity of performance of a secretary determine the success of business.

According to Ezeife (1981), a million naira machine could be ruined because we have failed to spend N500.00 to train someone to handle the machine correctly.

Let us cry out and shout that whenever plans are being made to purchase machines, equipment and materials, secretarial development plans for the successful operation and maintenance of such machine and equipment must be made pari passu.

The reason why it is necessary to train was vividly stressed by Manfield and Matthew (1985), that good administrator and not necessarily born; they may be developed through training. It

transcends the need to identify specific tiers in an effort to provide a more useful way of looking at an administrative process. By helping to identify of responsibility, it may prove useful in the selection, the training and the promotion of executives.

Training a secretary is said to be the process of increasing the knowledge, skill and capacity of the secretary in a society. It can be developed on-the-job, through systematic or informal training programmes, in employing institution in adult education programme, membership in various political, social, religious and culture group etc.

From the above statement, it can be seen that people can shape their talents through training, thereby fitting into the organization.

2.2.5   Approaches to training programme

According to Pigors and Meyers (1981), if the secretaries haven’t learnt the instructor hasn’t

taught. They stated four steps in training programme which include:-

Get a timetable: The time table would be determined by the amount of skill expected by the employer that employee should have. It enables the trainee and instructor on the goals to aim at.

Breakdown the job: Find the job description and analysis, the sequence of operations, required quality, health and safety precautions etc.  All these help  in  motivating and  increasing the employer’s performance if it is properly implemented.

Get everything ready: Here the employer should try and make sure that the right equipment, materials and personnel are ready so that when actual training begins, it will avoid delay.

Have a conclusive work place that is arranged in on-the-job training. The work place should be arranged in such a way that would enable the trainee to have a clear, view of the trainer in order to understand the job.

Also in other training arena, this would effectively improve the training standard and success of the programme. On the other hand, Mamoria (1982), identified six steps in training programme. These are

1. Discovering the training needs ii.     Getting ready for the job

iii.     Preparation of operation and knowledge;

1. Preparation of the learner;

1. Performance tryout;

1. Follow-up and evaluation;

2.2.6 Problems encountered in training and development of a secretary

1. Lack of Equipment: In a recent research by Abanibe et al (1996) it was found out that the inability of some secretaries in some tertiary institutions to perform up to the marginal level was due to lack of equipment for their training and development. In the institutions where the research was conducted, 85% of the departments were of the opinion that secretaries would performance efficiently if provided with adequate equipment during their training. It was also discovered that secretaries desire practical training with the new equipment than basing on theoretically oriented training.

It was agreed that inadequate provisions of equipment for their training and development were responsible for the low-level performance of secretaries in the institutions.

2. Lack of funds: The organizations cannot survive or carryout their training and developing secretaries efficiently and effectively without the provision of adequate financial resources. Funds are needed to pay secretaries, maintain the organizational facilities and infrastructures provide training and development and keep the training programmes going. This supports the general notion that training programme is  an  expensive venture and  consequently requires sustainable inputs from all tiers of government and charitable agencies for a successful implementation of its programmes according to Nukpa (1989) has suggested “that beings which yields economic and social benefits, or to the society as a whole. It contributes to a nation’s future wealth and development by increasing the productive and consumptive capacity of the citizens”.

Inadequate funding of the secretaries trainee has become very enormous and endemic that recent literature on organizational finance, emphasis is placed on the distribution of organizational resources in such a way as to maximize the objectives set aside for the organization. In the opinion of Oguntoyo (1988), “if organization is to maximally achieve goals and an improvement in social and political attitudes, their financing policies should be agreed towards these goals. In a related work, Geske (1983) deposes that investment policy in the organization should be based on principles of equity and efficiency at whatever level the decision on the financing is being made. Geske went further to make the distinction between, social, production and organizational efficiency.

According to this view,

Social efficiency relates to economic returns to organizations. This greater social efficiency can be realized by encouraging additional investment in an organization so long as the return have are greater than what could be obtained from this is applied to allocation of resources within organizations, priority should be given to that level of training secretaries with the highest returns. (Geske 1983).

Fishlow (1983) writing on organizational financing has observed that lack of adequate financial resources for the training and development of a secretary means that functional and lasting organization cannot be provided resulting in half-backed semi-literate secretaries who are neither useful to themselves nor to the organization economically.

In some of the institutions today, there has been an ever increasing problem of where to find the financial resources to take care of the training and development of secretaries.

Some tertiary institutions especially Institute of Management and Technology, Enugu have it clear  that  they  cannot  exclusively  fund  employees  training  and  development.  They  have therefore solicited inputs from other tiers of government, charitable bodies and philanthropic individuals. As a way of addressing the perennial problem of insufficient funding of training and development of secretaries. The personnel management have had to raise funds from the following sources:

v  Subvention from the government

v  Fees

v  Internally generated revenue

v  Workers  taxes  should  be  another  source  of  funding  training  and  development  of secretaries

3. Political instability: Today many writers agreed that political instability is one of the greatest problems which secretaries are encountering.

The frequent change of government affects the training and developing of secretaries, in that a secretary may behind to a different party from his / her employer’s party. From this fact, there is a clear indication that misunderstanding must pave way to their interpersonal relationship.

The boss may decide to mal-treat the secretary because of his / her disagreement with the boss’s policy, and may a times cause barrier to the secretarial training and development. If it happens that the boss’s party wins, this may result to total withdrawal of the secretary by the boss or sudden transfer to another state or office as punishment.

It may also likewise, be difficult for an employed secretary to gain employment simple because he / she belongs to a particular political party which opposes the party in power, in which the boss or the employer belongs to.

This however, might create loose of confidence in the secretary and regret for choosing to be a secretary.

4. Professional inequality: There  is  lack  of  sense  of  dignity for  human  labor  as  regards conception, assumption and disposition (Nwachukwu 1988). He went further to say that there is lack of care for some tertiary institutions secretaries through abuse of labor in the institutions.

Some working benefits, offer to people in other profession are defined the secretaries such like sending  secretaries  to  training,  improving their  working conditions, investment on  modern machines to free them from using manual typewriters. However, their affects the professional ability of secretaries in performance of their duties.

A  secretary is  seen  erroneously through as  nothing more  than a  helper of  his /  her  boss. Moreover, a secretary does not attend meetings just to partake in decision making and policy execution rather she attends as a recorder of deliberations, this infact suggests that secretaries are poorly regarded  in  their  profession  and  this  affects  their  morals  in  presence  of  other  co- professional bodies in the course of training and development.

5. Inadequate Reward: Inadequate reward to trained secretaries is an economic problem which secretaries have been battling with over the years (Okeke 1999).

This goes to stress the view that the salary paid to trained secretaries is reasonably low and have resulted to poor standard of living which the secretaries are facing.

In conclusion, many authors have elaborated more on these problems of secretaries in some tertiary institutions especially the institute of Management and Technology, Enugu. They have suggested several ways to eradicate these problems yet the problems remained.

With these problem facing secretaries in some tertiary institutions it is very re-assuring that, these problems will not induce interest into the field as many people are looking up for higher earnings to sustain their lives and meet their economic and social demands in other to live to expectation.

These problems will be higher reduced, if the problems are looked into and given a favorable treatment by the government.

2.2.7 Effects of untrained secretaries in tertiary institutions

Onah (1999), sees computer illiteracy as inability to understand the workings of a computer machine. It involves its manipulation by the novice secretary coming across the computer for the first time.

Onuorah (2000), agreed that computer illiteracy has to do with the inability of the modern secretary to make use of a computer machine as an innovation in secretarial administration.

From the foregoing, it does not mean that the modern secretary has no education. The education the modern secretary has, does not include computer education.

Alifo (1995) opined that the absence of computer education on the part of a modern secretary constitutes illiteracy and a handicap to his / her secretarial duties in modern times. For a modern secretary to function effectively in secretarial administration there must be computer literacy.

Chippinger (1987) said that without question, computer has changed our lives, especially the way we do office work. The arrival of the electronic age is permanently changing many office jobs. The implications of Chippinger’s statement are that office work in modern times requires the absence of computer illiteracy on the modern secretaries.

The implication is that any secretary, who is computer illiterate, may have difficulty in coping with his office work and as such a liability to the office.

Mandell (1985), postulated that using computers, speeds operation reduces mistakes in circulations and give companies efficient cost-effective analysis that would be nearly impossible with manual operations. Computer illiteracy on the part of any modern secretary becomes a problem to achieving cost-effectiveness and efficiency in company operations.

Manual operations no long fit into any modern office work, resulting in frustration, stagnation on the part of the secretary lacking computer education.

Frienlink (2000), pointed out that the use of computer for decision is increasing. According to him, managers and executives now make use of the computer for budget schedule and general planning. The secretary, who is computer illiterate, will find it difficult to analyze and interpret data, and will be a liability to the manager or executive who uses the sophisticated process available for making projections and decision.

Buffington (1993), in his own view emphasized that lack of computer knowledge in a modern secretary will delay the processing of documents that need to be revised and no improvement in documents and an increase in the time needed to produce the finished documents.

Harper (1980), stated that with the lack of computer literacy secretary cannot input and store the variables to be merged and the computer equipment cannot produce hundreds of letters, while the secretary is doing something else. The implication is that the secretary who has computer literacy will achieve this fact without much difficulty.

Foster (1990), in his own opinion, stated that the computer equipment has automatic features which enables the secretary to set up statistical data in formal reports with ease. A secretary who lacks computer education may not find it easy with manual operations. Manual operation in modern office work is no longer acceptable to modern managers and executive of business.

Thus, secretaries have become more of an information source in the office due to the computer literacy. For example, instead of just taking minutes of meeting, secretaries use information aid inputs. As a result, they can be involved in everything from purchasing decisions, to company task forces and committees.

So, the implication is that secretary who is computer illiterate may have difficulty in coping with his / her office work and as such, a liability to the office.

2.3 Relationship between modern technology and Secretarial profession.

As a result of changes in technology, the role of secretaries in institutions has changed tremendously from that of typewriting and shorthand dictation, answering of telephone calls and processing of mails. Today’s secretaries are exposed to modern office tec hnology including the internet that makes the work much easier and knowledge more accessible. It is now easier to send messages by telex, electronic mails (e-mails), fax and telephones. Other office gadgets available  to  the  secretary  includes  photo-copying machine,  duplicating  machines,  dictating machines, printers, among others. This is the era of computers and information technology which has become an enabler of greater convenience. Secretaries now have many technologically advanced office gadgets to ease their jobs and enhance proficiency and productivity leading to improved access to goods and services globally.

The office environment has metamorphosed into a very modern one from the traditional office. The move now is towards a paperless office. The new trend according to Chukwumezie (2010) is

to help enrich and widen the scope and practices of the secretarial profession in terms of speed, quality, accuracy and variety. There is, however, the need for the graduate office secretary to be at home with internet resources and other new innovations that assist the secretary to facilitate his work and provide the much needed assistance to his executive. The training institutions have not responded sufficiently to the changes in the office and emerging secretarial practices.

Their school libraries, laboratories and studios lack the needed equipment’s to adequately train graduate office secretaries for the challenges ahead in the world of work. The trainers, instructors and lecturers themselves, need re-training as most of them still rely on the old methods and means of teaching and learning. They are not versed and conversant in modern information and communication technology or even the practical knowledge of the usage of these computers, which are very crucial to the work of the modern office of a secretary.  Chukwuemezie (2010) deplored the  idea  of  hiring outsiders as  part-time computer trainers,  or  sending secretarial students to other departments to learn computer skills. The knowledge and skills of secretarial students’ trainers must be urgently upgraded for their output to be relevant in today’s world of business. This is supported by Akpan (2007).

3.1 Introduction

CHAPTER THREE RESEARCH METHODOLOGY

This chapter highlights the procedures that the researcher followed in the whole research process. It discusses the research design, the study population, data collection methods and instruments, data processing, analysis and presentation.

3.2 Research design

It’s a process of making decisions before the situation arises in which the decision has to be carried out, that is to say a strategic plan of conducting research.

In order to collect data as much as possible, descriptive and analytical research design were used. These were used because descriptive design helps to ascertain and describe the characteristics of the variables. Analytical research design was used to analyze the information. Since this study involved the collection of views, perspective or opinions of respondents regarding a particular issue.

3.3 Study Population

The population refers to the group with characteristics which the researcher wants to study within the context of a particular research problem.

Kyambogo University is comprised of lecturers, secretaries, undergraduates and employees of other professions. In other words, this implied a set of all possible causes of interest in this research activity. Thus, the population of the study was forty (40) respondents of Kyambogo University.

3.4 Sample Size

This refers to part of population which is studied in order to make inferences about the whole population. The major participants in the informal sector that is to say the tertiary institutions were too wide, so there was need to choose a few manageable respondents to participate in the study. Thus, the sample size was forty (40) respondents from Kyambogo University.

3.5  Sampling Design and Procedure

The  researcher  used  simple  random  sampling  and  purposive  sampling  techniques.  Simple random sampling approach was used during the study because of its advantages, like minimization of bias results. This implies that all participants in the study population had equal chances of being selected. Purposive sampling was also used to select only those respondents with importance attached to  their office. This means that  data  was obtained from the key informants about the subject matter. A combination of these two techniques gave a wide range of response.

3.6 Data Sources

Data was obtained from both secondary and primary data sources.

3.6.1 Secondary data collection

Roston (2001) defines secondary data as that kind of data that is available, already reported by some other scholars. Secondary data included policy documents and abstracts of the various scholars relating to the topic of discussion in question. Secondary data for this study was gotten from sources like libraries, archived records from the institution, and government publications, online information, text books, and unpublished research reports. This is because it was  readily available and easier to comprehend, as comprised of extensively researched work.

3.6.2 Primary data collection

According to Roston (2001), primary data is that kind of data that has been gathered for the first time, it has never been reported anywhere. Short comings of secondary data sources such as out datedness and inadequacy in terms of coverage, necessitated the use of primary source for first data. Self-administered questionnaires were used and this enabled the researcher to cover a large population quickly and at a reasonable cost.

3.7 Data Collection Instruments and Methods

3.7.1 Questionnaire

A questionnaire is a reformulated written set of questions to which respondents record their answers, usually within rather closely defined alternatives. The questionnaire was equally used

because the information was collected from a large sample in a short period because some of the respondents could not read and write which necessitated interviews. The questionnaire was used in collection of data from respondents (members of the institute). The questionnaires consisted of both  open  and  close-ended questions that  were  administered to  respondents of  Kyambogo University.

Advantage: Large amounts of information can be collected from a number of people in a short period of time and in a relatively cost effective way.

3.7.2 Interview method

The researcher also administered interviews. An interview is a dialogue between an interviewer and interviewee. It is an organized conversation aimed at gathering data about a particular topic. This is a method where a researcher interviews respondents to obtain information on the issue of interest. In this case, the interviews during this research were structured and specifically administered to staff and students of Kyambogo University.

Advantage: It encourages free and open responses.

3.7.3   Observation method

The researcher observed the modern technological equipments used by the institution and their use by secretaries in terms of duty execution and service rendering to various clients. However, the observation method revealed whether the respondents find hard time in using the modern technological equipments while at work. It also spelt out the equipment present, missing equipments, new equipments and those for disposal.

Data Processing and Analysis

3.8.1 Data processing

The  data  collected  from  the  field  was  subjected  to  processing for  easy  interpretation  and understanding. Data collected was checked for completeness, categorized, coded, and entered into a computer where it was summarized into frequency tables edited and tabulation by use of percentages. Quantitative data was presented in form of descriptive statistics using frequency tables. Qualitative data was sorted and grouped into themes. The researcher thereafter evaluated and analyzed the adequacy of information in answering the research questions through coding of data, identifying categories and parameters that emerged in the responses to the variables of thestudy. Qualitative data was presented using narrative text.

CHAPTER FOUR

PRESENTATION, ANALYSIS AND DISCUSSION OF FINDINGS

4.0 Introduction

This chapter presents findings and their discussion. The findings are presented from the primary sources and secondary sources of data, presented in tables, pie charts and graphs showing frequencies and percentage distribution. The chapter has three sections; the first section presents findings on modern technologies used in tertiary institutions, the second; findings on secretarial profession in tertiary institutions, and third; the relationship between modern technology and secretarial profession at Kyambogo University.

4.1 General findings

The researcher sought to establish the general characteristics of the respondents who did fill the questionnaires and this section presents the findings.

(a)  4.1.1 Gender of the respondents

This seeks to establish gender balance in the study.

The table and graph below clearly indicates what the researcher found out concerning the gender of the respondents in Kyambogo University.

Table 4: Showing gender of the respondents

Source: Primary data

The study population was selected in a way that avoids gender bias. As illustrated in the table above, 62.5% of the respondents were Female while 37.5% were male. This indicated that most of the respondents were female.

(b)  4.1.2 Age of respondents

In order to attest the credibility of the responses, the respondents were asked to indicate their age bracket and the response was shown below.

Table 5: Showing the respondents’ age

Source: Primary data

The table above shows that 52.5% of the respondents were in the age group of 18-30, 25% in the age group of 31-40, 12.5% between 41-50, 7.5% between 51-60 and 2.5% in the age group of 61 years and above. This implies that the majority of the respondents were between 18-30 years of age an indication that they are more youth, vibrant and strong to foster the secretarial profession (Kyambogo University).

Table 6: Showing marital status of the respondents

Source: Primary data

The table above reveals that 42.5% of the respondents were single, 32.5% were married while 12.5% of the respondents were divorced and 12.5% of the respondents were widowed. This implied that Kyambogo university contained all the different status of profession secretaries.

Table 7: Showing the level of education of respondents.

Source: Primary data

According to table 7 it is seen that 32.5%  and the majority of the respondents were educated up to degree level, these were followed by those of the diploma who were 30%, while 25% of the respondents were certificate holders and lastly were 12.5% who were of primary level. This implied that the respondents were educated enough and knowledgeable to provide meaningful information.

Table 8: Showing the period of respondents at Kyambogo university.

Source: Primary data

The table above shows that 35% of the respondents  have worked  between 6-10 years, in the period of 11-15 years, respondents were 30%, those that between 16-20 years were 15 %, 12.5% of the respondents worked between 0-5years and lastly7.5% 0f the respondents  worked have worked for 21 years and above. This implied that the respondents were experienced, knowledgeable and familiar with the secretarial profession at kyambogo university.

The following are the abbreviations that were used according to the answers.

SECTION  A.  The  table  below  shows  the  Findings  on  the  modern  technology  in tertiary institutions.

Table 9:

In a bid to examine whether tertiary Institutions are aware of the modern technologies, the

following were the results; 20(50%) strongly agreed, 15(37.5%) agreed, in addition to this

1(2.5%) were not sure, to a small extent 2(5%) disagreed and 2(5%) disagreed. There for the      researcher noted that tertiary Institutions are aware of the modern technologies.

Table 10

When  the  researcher  asked  whether  modern technologies  complicate  the  work  duties  of  a

secretary, 21(52.5%) strongly agreed, 10(25%) agreed, 1(2.5%) was not sure, 5(12%) disagreed and 3(7.5%) strongly disagreed. Therefore the researcher noted that modern technologies complicate the work duties of a secretary.

Table 11

10(25%) of the respondents strongly agreed, also 10(25%) agreed that modern technologies

ensure quality work output in tertiary Institutions. 2(5%) were not sure, 8(20%) disagreed and

12(30%)  strongly  disagreed.  Thus,  the  findings  indicated  that  modern  technologies  ensure quality work output in tertiary Institutions.

Table 12

12(30%) strongly agree,10 (25%) agree that modern technology causes job displacement in         secretarial profession.8(20%) were not sure, 6(15%) disagreed, and 4(10%) strongly disagreed. Therefore from the above findings, it clearly shows that the modern technology causes job displacement.

Table 13

In an effect to investigate whether modern technology (machines) are cost effective, 2(5%) of the

respondents  strongly  agreed,  20(50%)  agreed  that  modern  technologies  are  cost  effective.

10(25%) were not sure, 5(12.5%) disagreed and 3(7.5%) strongly disagreed.

SECTION B: The tables below shows the results obtained from the respondents on the concept of training and development in secretarial profession in tertiary Institutions.

Table 14

In a bid to find out whether Secretaries are ignorant of some of the modern technologies to be

used in tertiary institutions, 20(50%) strongly agreed and in addition to this statement, 8(20%) agreed with the statement as well. To a small extent, 4(10%) were not sure, 5(12.5%) disagreed and 3(7.5%) strongly disagreed. Therefore the researcher drew inferences that Secretaries are ignorant of some of the modern technologies which affects their performance.

.Table 15

From the number of respondents, 21(52.2%) strongly agreed, 10(25%) agreed, 2(5%) were not sure of what to say, 3(7.5%) disagreed and the other 4(10%) strongly disagreed. The findings therefore indicated that secretaries ensure proper utilization of modern technologies for greater productivity.

Table 16

In an effort to investigate whether there is inadequate equipment for training and development of secretaries, 14(35%) of the respondents strongly agreed, 10(25%) agreed with the statement which represented a biggest range between those who agreed and those who disagreed. 4(10%) were not sure of what to say. Thus, the researcher noted that  equipments for training and development of secretaries are inadequate in tertiary institutions.

Table 17

In line with the above results, 18(45%) strongly agreed, 9(22.5%) agreed that secretaries have

become more of an information source in the modern office due to computer literacy. While

10(25%) disagreed, 3(7.5%) strongly disagreed, in comparison with the percentage of those that agreed, the researcher concluded that secretaries are of an information source in the modern office in tertiary Institutions.

SECTION C: The tables below shows the findings from the respondents on the relationship between modern technology and secretarial profession in Kyambogo University.

Table 18

In a bid to establish the relationship between modern technology and secretarial profession in Kyambogo University, the following were the findings; When the researcher asked whether modern technology has advanced information flow in secretarial profession, 20(50%) strongly agreed and in addition to this statement, 8(20%) agreed with the statement as well. To a small extent, 4(10%) were not sure, 5(12.5%) disagreed and 3(7.5%) strongly disagreed. Therefore the researcher drew inferences that modern technology has advanced information flow in secretarial profession at Kyambogo University

Table 19.

Basing on the respondent’s reaction and views about modern technology to have allowed the rise of leisure class in modern office which lowers secretary’s   productivity, 15(37.5%) strongly agreed,  13(32.5%)  agreed,  6(15%)  were  not  sure  of  what  to  say,  and  6(15%)  disagreed. Therefore being that the biggest percentage of the respondents agreed with the statement, the researcher commends that modern technology has allowed the rise of leisure class in modern office which lowers secretary’s productivity in tertiary institutions.

Table 20

When the researcher asked whether new modern technologies have raised new ethical questions among secretaries and co-workers, 10(25%) strongly agreed, 8(20%) agreed, 10(25%) were not sure  of  what  to  say,  6(15%) disagreed.  The findings therefore indicated  that  new  modern technologies have raised new ethical questions among secretaries and co-workers.

Table 21

Lastly. In a bid to establish whether the secretary’s job progresses swiftly because of modern

technology, 10(25%) strongly agreed, 15(37.5%) agreed, 10(25%) were not sure of what to say,

2(5%)  disagree  and  3(7.5%)  strongly disagree.  This  represented  the  biggest  percentage  of respondents being on the agreeing side, thus indicating that the secretary’s job progresses swiftly because of modern technology

CHAPTER FIVE

SUMMARY OF FINDINGS, CONCLUSIONS AND RECOMMENDATIONS

5.0 Introduction

This chapter presents a summary of findings in relation to the topic of the study. It further highlights the conclusions and recommendations that were made in regard to the objectives of the study.

5.1 Summary of the findings

The study was conducted with three specific objectives, that is to say, to examine the concept of modern technology and its rate of applicability in tertiary institutions, to examine the concept of training and development of a secretary in secretarial profession in tertiary institutions, and to establish the  relationship between  modern technology and  secretarial  profession in  tertiary institutions in Uganda. Therefore this chapter presents the findings of the study in line with the objectives.

5.1.1 Findings about the concept of Modern Technologies used in tertiary institutions.

The availability and use of modern office equipment inevitably affects the activities and output of the secretary in offices and business organizations. The availability of office equipment and knowledge in the use of office equipment showed their effect on output in the office. The correlation coefficients, mean, standard deviations and percentages revealed that some office equipment contributed positively to output at varying degrees. The study established the wide usage  of  computers,  printers  and  pen  drives.  Meanwhile  intercom,  video  techniques  and projectors recorded lower percentages. Also there existed positive and significant correlations between equipment availability and knowledge on one hand and knowledge of use and productivity on the other. The study thus recommends that training in the use of office equipment be intensified to increase the knowledge level of secretaries and subsequently their output.

5.1.2 Findings on the concept of training and development of a secretary in Secretarial profession in tertiary institutions.

The study found out that, there are always openings for topflight secretaries in both public and private sectors. These sectors rely heavily on the nation’s higher institutions of learning to supply them these indispensable category of manpower. The office environment has metamorphosed into a very modern one from the traditional office. The move now is towards a paperless office. The new trend according to Chukwumezie (2010) is to help enrich and widen the scope and practices of the secretarial profession in terms of speed, quality, accuracy and variety. There is, however, the need for the graduate office secretary to be at home with internet resources and other new innovations that assist the secretary to facilitate his work and provide the much needed assistance to his executive. The training institutions have not responded sufficiently to the changes in the office and emerging secretarial practices.

Their school libraries, laboratories and studios lack the needed equipment’s to adequately train graduate office secretaries for the challenges ahead in the world of work. The trainers, instructors and lecturers themselves, need re-training as most of them still rely on the old methods and means of teaching and learning. They are not versed and conversant in modern information and communication technology or even the practical knowledge of the usage of these computers, which are very crucial to the work of the modern office of a secretary.  Chukwuemezie (2010) deplored the  idea  of  hiring outsiders as  part-time computer trainers,  or  sending secretarial students to other departments to learn computer skills. The knowledge and skills of secretarial students’ trainers must be urgently upgraded for their output to be relevant in today’s world of business. This is supported by Akpan (2007).

5.1.3  Findings  about  the  relationship  between   modern  technology  and   secretarial profession in Tertiary instutitions.

The  study found out  that  As  a  result  of  changes in  technology, the  role  of  secretaries  in institutions has changed tremendously from that of typewriting and shorthand dictation, answering of telephone calls and processing of mails. Today’s secretaries are exposed to modern office technology including the internet that makes the work much easier and knowledge more

accessible.  It  is  now easier  to  send messages by telex,  electronic mails (e-mails), fax  and telephones. Other office gadgets available to the secretary includes photo-copying machine, duplicating machines, dictating machines, printers, among others. This is the era of computers and information technology which has become an enabler of greater convenience. Secretaries now have many technologically advanced office gadgets to ease their jobs and enhance proficiency and productivity leading to improved access to goods and services globally.

5.2 Conclusion

Ugandans are very enthusiastic in accepting changes. However, with regard to the secretary and office technology, the secretaries are regularly retrained, but most of the offices do not have computers and those which have could not use them because of power outages. The tertiary institutions who train the secretaries do not have computers for    the training and those which have computers cannot use them because of irregular electricity supply. Most secretaries pursue computer studies in privately established computer centres where generators are used for the computers through high course fees. However, they work of the secretary is very versatile and his profession is a very dynamic one. The traditional secretary has some personal and business attributes  that  are  still  relevant  for  this  millennium. However, in  this  century, the  modern secretary must be adaptable to the ever increasing changes in the work place. There are changes in course of study in the roles and responsibilities, innovations and inventions in technolog y, especially the varied uses of the computer. The structure of the office keeps changing. There are also hazards in the office that the secretary has to contend with. In fact, there are challenges that do exist and only the secretary, who is hard working, resilient and dynamic, will be able to survive in the work place. The lazy and indolent ones will certainly be flushed out into the labour market.

From all that have been discussed as regards the modern secretary and information technology devices, “the modern secretary works much better with the use of information technology and thus, there is need for continued training on how to use them. It will be justified and seen that the secretary is someone whose position is to act whether in the presence of or absence of the boss. Information technology has created an impact on the modern secretary. The researcher comes to

the conclusion that the modern secretary should be introduced to these information technologies. Thus, the secretary is unique in his/her position but there are difficulties and remedies.

Section 1.02   5.3 Recommendations

The following recommendations are made:

It  is  therefore,  recommended that  institutions  of  higher  learning  should  endeavour  to  send secretaries to more computer technology/application workshops to update their knowledge to make them relevant in the modern office.

Technological gadgets should be procured and made available for use by secretaries to enable them increase their productivity and move with innovation and trends in the global world.

Private institutions training secretaries must not only employ competent human capital to train their secretaries but must ensure that their curriculum content is updated and upgraded to make their graduates more.

Institutions (Private and Public) offering this course should be sufficiently equipped.

Continuous Staff training in the use of Modern   Equipments.  An institution of learning where the members are continually gaining knowledge and enhancing their capabilities to aid the institution in adapting to dynamic environments and remain competitively superior over competitors . The driving force behind such an institution is its ability to effectively manage knowledge. The secretarial staff at Kyambogo University must constantly be trained to become their very best. The Institution must invest in continuous training.

Secretaries should be exposed to these information technologies practically if possible

Through co-operative work experience programme.

Secretaries in an institution should be given some adequate in-service-training both theoretically and practically for the effectiveness of their functions and roles.

Since  the  secretary  plays  a  major  role  in  an  organization,  basic  training  such  as  sound grammatical background in quality communication and technical skills should be included as a priority in their basic training for good human relations.

Continuous Investment in Modern Office Equipment and Technologies. To maintain a strong competitive advantage and customer satisfaction, the government through the ministry of education should continually invest in the acquisition of the latest equipments that would enhance the productivity of its staff in institutions of higher learning. For example, the study reveals a lack of video conferencing equipments, and these must be purchased to reduce travelling and promote technological advancement at Kyambogo University.

With the knowledge of computer, the secretary’s position will be occupied by computer operator

and to avoid redundancy, all modern secretaries should have the knowledge of computer.

The government should support institutions by designing programs that enhance the growth of secretarial profession rather than ignoring them.

The government should create an enabling environment for innovations among investors to encourage modern technology usage in all institutions of learning. Thus contributing to the development of the nations.

Government should conduct monitoring and evaluation of its insitutions’ activities and results, and to fortify internal plan and development and be accountable to the public. Generally, there are two types of monitoring activities to understand how the organization is performing and to identify those areas which require further attention. The two types of monitoring activities are performance monitoring and compliance monitoring. Performance monitoring involves an in- depth analysis of a process or project, to determine whether it is efficient and efficacious. Additionally,  Compliance  monitoring  and  compliance  auditing  aim  to  establish  whether  a process or procedure is carried out in conformance with pertinent external requisites, whether set through legislation, regulations or direct

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2004: A gateway to information. Boston: Course Technology.

QUESTIONNAIRE

Appendix1: Questionnaires for owners of Green Power Enterprise ltd.

Dear respondents,

My name is  Nangira Janet, a student of Kyambogo University pursuing a Bachelor’s Degree of

Administration and secretarial science.

Business studies (School of management and entrepreneurship). Am carrying out a research on “The  Contribution of    Modern Technology in  Advancement of Secretarial Profession in Tertiary Institutions”. The information needed from you is purely for academic purposes and therefore any information given to me will be treated with maximum confidentiality.

Kindly spare a little time to fill this questionnaire. Thank you very much.

SECTION A: BACKGROUND INFORMATION

(Tick where Appropriate)

1. Gender:

1. a) Male b) Female

2. Age
3. a) 18 – 30 years b) 31 – 40 years c) 41 – 50 years                                  d) 51 – 60 years

1. e) 61 years and above

3. Marital Status:

1. a) Single b) Married c) Widowed                                      d) Divorced
2. e) Others (specify)………………………………………………………………………..

4. Your highest level of education

1. a) Primary b) Certificate c) Diploma                                          d) Degree

e.) Others……….

5. For how long have you been doing this business?

1. a) 0 – 5 years b) 6 – 10 years

1. c) 11 – 15 years d) 16 – 20 years e) Above 20 years

For the statements or questions on the following pages, tick the appropriate box;

(Strongly Agree= SA, Agree= A, Not Sure= NS, Disagree= D, Strongly Disagree= SD)

Table 1. SECTION A: CONCEPT OF MODERN TECHNOLOGY AND ITS RATE OF

APPLICABILITY IN TERTIARY INSTITUTIONS.

Table 2. SECTION B: SECRETARIAL PROFESSION

Table 3. SECTION C: THE RELATIONSHIP BETWEEN MODERN TECHNOLOGY AND SECRETARIAL PROFESSION IN TERTIARY INSTITUTIONS