Information-Seeking Behaviour Among the State Civil Staff

This research study was commissioned in 2017 and completed in 2019. Swinburne University of Technology Sarawak was engaged to conduct the study for Pustaka Negeri Sarawak.

Introduction

Sarawak is the largest state in Malaysia, with a land area of about 124,450km2, representing 37.5% of Malaysia’s total land mass, and a total population of more than 2.6 million (Department of Statistics Malaysia, 2016). From this total population, it is estimated of more than 20,000 Sarawak state civil service staff from various Sarawak state civil service agencies/departments/ministries/units, local government, and statutory bodies. Within Sarawak state civil services, civil service staff on pay grade 41 and above are categorized as managerial and professional, whereas civil service staff with Grade 40 and below are categorized as pelaksana or implementer. Such disparity possesses significant impacts on how various level of Sarawak state civil service staff (Grade 41 and above versus Grade 40 and below) seek for information, and how their relative needs and usage of information impact their job performance and satisfaction.

Such information-seeking behaviours are crucial in supporting the objectives of the state government to promote the development of a knowledge-intensive and high economy in Sarawak. The Sarawak Corridor of Renewable Energy (SCORE) is an example of proactive initiatives to achieve these objectives. Such continuous efforts by the Sarawak state government via the role of the state civil service staff to roll out information-intensive initiatives to benefit both the urban and rural communities of Sarawak have been applauded by many.

As the largest and fourth most populous state in Malaysia, Sarawak has approximately 58% of its population in urban areas and 42% in rural areas (Department of Statistics Malaysia, 2016). In general, Sarawakians residing in urban areas have good and stable access to basic (e.g. electricity, internet), and advanced infrastructures (e.g. libraries, universities), whereas Sarawakians located in rural areas, who previously have poor and unstable access to such infrastructures, are likely to benefit from greater infrastructure improvements in the near future. One such example is the ‘Library in the Box’ initiative that was recently launched by Pustaka Negeri Sarawak, the Sarawak State Library, to complement existing telecenters and to bring greater information to rural communities in Sarawak (The Borneo Post Online, 2016a).

Rationale of the Research

The importance of information in every human endeavour such as academic, business, decision-making and many more have triggered studies on information seeking in various fields (Hemming, 2009). Information leads to knowledge, and knowledge develops human capacities to function effectively in their various engagements. Information becomes very crucial as its accessibility, security, accuracy, comprehensibility and organization are major factors that facilitate and enhance the achievement(s) of individual and organization goals. However, t h e information-seeking behaviour of any individual can be in terms of perceptions, motivations, attitude, thoughts, preferences, tools, ways, techniques and challenges faced regarding gaining access to information (Mansour & Alkhurainej, 2011).

Information-seeking behaviour as a subcategory of information behaviour became prominent approximately two decades ago (Weiler, 2005; Wilson, 2000). Previous studies which were conducted in line with this topic include the information-seeking behaviour of immigrant rural dwellers (Su & Conaway, 1995), a s w e l l a s t h e information needs and seeking behaviours of rural women residing in three non-urban villages (Mooko, 2006). Other work related to information-seeking behaviours are linked to practicing visual artists (Hemming, 2008), members of the Kuwaiti Parliament (Mansour & Alkhurainej, 2011), recreational activities (Ernest, Level, & Culbertson, 2008), internet apprehensiveness (Susskind & Stefanone, 2000), and rural women in Malaysia (Bakar, 2011). It seems that there is a dearth of studies on the information-seeking behaviour of civil service staff. Therefore, this study is significant in contributing knowledge concerning the information-seeking behaviour of these individuals in Sarawak. The rationale of this study is to develop a framework that can explain the information- seeking behaviour of Sarawak civil service staff. The findings of this study will assist in knowing the needs, uses and challenges of information seeking among the civil service staff of Sarawak. Furthermore, since information is required to be effective in one’s work or life, this study will help to provide information on the extent to which information-seeking has helped or can enhance the abilities of Sarawak civil service staff i n performing their duties effectively and efficiently.

Statement of the Problem

Despite the crucial role that the civil service staff can play towards the attainment and sustenance of economy development of a country, particularly in the delivery of quality service to the citizens in the necessary areas that can facilitate the achievement of economic goals, the information- seeking behaviour of civil service staff has received very little attention by researchers (Mansour & Alkhurainej, 2011). Although much research has been conducted on information-seeking behaviour in the context of individuals or groups, research in this area would benefit from contribution of knowledge concerning civil service staff because they are important decision makers for developmental projects that require billions of Ringgit in investments (e.g., Sarawak Corridor of Renewable Energy [SCORE], Sarawak Socio-Economic Transformation Plan [2016-2030], etc.). Since information technology has leveraged on most of the sources in which information can be sought in this modern age, people are provided with different types of interactive platforms and formats (Talip & Yin, 2017). Subsequently, there is need to provide a framework that serves as a corporate platform to cater for Sarawak civil service staff information-seeking behaviour. This is particularly when most current information-seeking behaviour has moved away from tedious traditional ways to digital forms, and has simultaneously changed the experiences of information seekers in a digital world and information-seeking roles in online platforms from that of rigorous searching of archival folders and cabinets.

Although there is empirical evidence that the Internet is a major source through which many people are seeking information and with the high rate of internet advancement (Tan, 2015), there is a paucity of studies on the behaviour of people or groups in seeking information via the internet. From the perspectives of various Sarawak state civil service staff, searching information through conventional ways such as library archives, newspapers, annual reports is still very much part of their daily practice. Hence, the purpose of this research is to examine the information-seeking behaviour of Sarawak civil service staff in terms of factors influencing their information-seeking-behaviour, their intention to use information that is made available to them, and the relative job performance and satisfaction resulting from their information-seeking behaviour that is relevant to their line of work. The research will also examine and identify the emerging information needs of Sarawak state civil service staff by looking at the usage of information that they seek for, the various channels in which these state civil service staff obtain information from, and how relevant the information that they obtained towards their line of work. The findings from the research will then enable Sarawak State Library to design an effective master plan which outlines various strategies to cater for the increasing information-seeking needs among State civil service staff, whilst recommending effective strategies, program and training towards State civil service staff in the urban and rural areas of Sarawak.

This research is particularly important because despite the promise of well-intended initiatives to improve information accessibility among communities of civil service staff in Sarawak, the apparent neglect to understand existing and newly proposed ways for information seeking (including information needs and wants) in such communities can be potentially detrimental to the success of such initiatives. This study contends that it is necessary for information centers and providers, especially libraries, to obtain contemporary understanding on information seeking among civil service staff communities in Sarawak. This is important in order to effectively and efficiently deliver information to satisfy the information needs and wants of the communities, and to empower information seekers in ways that improve and maximize knowledge capacity, cognitive capability, and value creation outcomes. Without such an understanding, the planners and implementers of well-intended initiatives are likely to expose themselves to avoidable risks of outcomes that are either unsuccessful (e.g. poor adoption and resistance to use) or do not fulfil their full potential (e.g. maximum economic activity).

Objectives of the Study

The main objective of the research is to investigate the information-seeking behaviour among Sarawak state civil service staff in Sarawak. More specifically, the research intends to

a) determine the factors influencing information-seeking-behaviour among state civil service staff in urban and rural areas of Sarawak,
b) examine the emerging information needs of the state civil service staff,and
c) propose strategies for optimizing the use of information in decision-making.

Scope of the Study

For the purpose of the research, primary data will be collected from various divisions in Sarawak. The research covers target participants in urban and rural areas of Kuching, Serian, Samarahan, Sri Aman, Betong, Sarikei, Sibu, Kapit, Mukah, Bintangor, Miri and Limbang Division. Descriptive, content analysis, factor analysis, reliability analysis, and inferences analysis will be performed on the data collected from both face-to-face interviewed and survey questionnaires to determine the information-seeking behaviour among state civil service staff in urban and rural areas of Sarawak.

Recommendations

The findings of this study lead to a number of recommendations that the Sarawak State Library can consider in formulating strategies to achieve higher information seeking rates among the Sarawak state civil service staff as follows:

1. The outcomes from the study strongly suggest that the libraries/ resource centres’ products and services usages among the Sarawak state civil service staff are still crucial in promoting information seeking. However, the study found out that only 49.1% of the total respondents were users of libraries/ resource centres products and services, and 50.9% were not. Hence, Sarawak State Library should continue to have more awareness campaigns and programs, while promoting the benefits and use of the products and services in libraries/ resource centres in Sarawak. This can be done by reinventing the library as an establishment for the modern age. This will make sure Sarawak State Library aligning with the current digital era and attractive to the community in general. This can be done by setting up NGOs such as Sarawak Libraries Association, as well as conducting library liaison program to facilitate communication between Sarawak state civil service staff and Sarawak State Library. Such NGOs and Liaison programs will function mainly to ensure that the products and services provided by the libraries/ resource centres by both government and private bodies are of high quality, and meet international standards, and at the same time, help create more awareness among the people in Sarawak, particularly among the state civil service staff. This would inevitably change the relationship between library and users in the changing ICT environment / more technology role for the librarians (convenience, attention, awareness etc). Library staffs should must also be well-trained in handling modern gadgets of IT.
2. The Sarawak State Library can also introduce a tracking system to better regulate libraries/ resource centres in Sarawak. This can be accomplished by establishing indexes that measure performances based on several indicators. Those meeting the standards will be duly rewarded (e.g. in terms of subsidies or incentives) and vice versa. At the same time, such tracking system enable Sarawak State library to capture information on reference queries, computer usage, Wi-Fi usages, number of people connecting, type of device users’ used, usage assessment/downloading etc. Such measures will ensure quality products and services offered by libraries/ resource centres in Sarawak.
3. In addition to current initiatives, the libraries/ resource centres under the purview of the Sarawak State Library can also widen current initiatives such as mobile libraries, free Wi-Fi with good signal, downloadable audio books, overdrive / libby apps as an alternative system of lending ie: for eBooks (works like physical books’ lending but this is for eBooks), and mobile technologies into other major town and interior areas in Sarawak. Sarawak State Library should also upgrade the ICT infrastructure, resources & services regularly. This could increase the awareness of the products and services among Sarawak state civil service staff in major town and interior areas, particularly those stationed in the interiors of Sarawak. At the same time, existing initiatives of the Sarawak State Library, such as U-PUSTAKA and online catalogues (OPAC), should be closely monitored by government and private libraries/ resource centres, as well as NGOs. This is to ensure that the initiatives of the Sarawak State Library are well used by Sarawak state civil service staff and the general public.
4. The Sarawak State Library should also continue to widen their support to schools, community centers, and village libraries in the rural areas to instil higher awareness of the products and services provided by the Sarawak State Libraries and their associated libraries/ resource centres in Sarawak, and to provide opportunities for users from all walks of life to learn and capitalize on the advantages of searching information through the World Wide Web (WWW). This is crucial in supporting the objectives of the state government to promote the development of a knowledge- intensive and high income economy in Sarawak. The Sarawak State Library can also employ or empower local champions such as respected people in communities, as well as university professors and lecturers as role models/ spokepersons for initiatives related to libraries/ resource centres. They may be effective in promoting and raising awareness among Sarawak state civil service staff concerning the benefits and usages of products and services provided by libraries/ resource centres in Sarawak. However, these local champions must be given proper training/ incentives so that they are competent to carry out their duties. Empowering local citizens is important as they may assist in boosting the demand of products and services in the local libraries/ resource centres.
5. In certain divisions in Sarawak, the findings revealed that most of the respondents are not users of the products and services of libraries/ resource centres mainly because of other channels of information (e.g., newspapers, radio and other government departments). Therefore, seminars and training on skills related to using the products and services available in the Sarawak State Library and other libraries/ resource centres should be extended to various government bodies and agencies state-wise.
6. There is a lack of awareness of products and services provided by libraries/ resource centres in certain divisions in Sarawak, hence aggressive marketing campaigns targeting various social and supporting staff groups, especially those with the lowest user rates being the top priority. The Sarawak State Library may seek cooperation from public and private universities in Sarawak to ensure that these marketing campaigns are effectively implemented. At the same time, Sarawak State Library can also re-invent the library itself as an establishment for the modern age (in the current digital era, library isn’t just about knowledge anymore, they need to also have a good look to attract people). Sarawak State library can also manage themselves better in social media marketing and uses video marketing to boost its marketing activities. Many Sarawak state civil service staff choose to relocate themselves to big cities such as Kuching and Miri. The Sarawak State Library should take advantage of this trend by systematically targeting this market segment to boost the demand of the various products and services in libraries/ resource centres. This will ensure a continuous increase in the information-seeking needs among the Sarawak state civil service staff in the long run. The findings showed that most Sarawak state civil service staff are not willing to pay for the products and services provided by libraries/ resource centres in Sarawak. In view of this, the Sarawak State Libraries and other libraries/ resource centres should provide more free products and services such as e-books, audio books, and online datatbases to Sarawak state civil service staff. This is crucial as such products and services would be a good starting point in the effort to boost the information- seeking behaviour and information needs among Sarawak state civil service staff. The Sarawak State Library should also better improve the current infrastructures at Sarawak State libraries and other affiliated libraries/ resource centres. The current infrastructures in various libraries/ resource centres in Sarawak are inadequate as they are confined to lending and collection services. Continuous efforts by the Sarawak State Library to build more facilities such as common area and library cafe with internet connectivity will ensure that more Sarawak state civil service staff can enjoy better connectivity and access to the products and services provided by the Sarawak State Library, hence, accelerating information-seeking behaviour and information needs among the Sarawak state civil service staff. At the same time, Sarawak State Library can also introduce seasonal theme display areas (theme such as bullying and cyber crime) in various libraries/ resource centres in Sarawak. Such effort will boost the information-seeking behaviour and information needs among Sarawak state civil service staff.

Availability of Full Research Report

The full report of this research study is available at the Sarawakiana.