OFFICE INFORMATION SKILL AND COMMUNICATION SYSTEM SKILL NEEDED BY A SECRETARY IN TODAY'S BUSINESS

CHAPTER ONE

INTRODUCTION 

Background of the Study

The modern business environment has experienced unprecedented transformation due to globalization, technological innovation, digitalization, and increased organizational competitiveness. These developments have fundamentally altered the nature of administrative work and redefined the responsibilities of professional secretaries. Unlike the traditional perception of secretaries as individuals primarily responsible for typing, filing documents, and receiving visitors, today's secretaries function as strategic administrative professionals who facilitate information management, organizational communication, decision support, and office coordination.

Organizations now operate within highly interconnected digital environments where information serves as one of the most valuable organizational resources. Consequently, the ability to manage office information efficiently and communicate effectively through modern communication systems has become indispensable for secretaries. Office information skills involve the ability to collect, process, organize, store, retrieve, secure, and disseminate information using both traditional and digital technologies. These competencies enable organizations to maintain accurate records, support managerial decision-making, and improve operational efficiency.

Similarly, communication system skills have become increasingly important in facilitating internal and external organizational interactions. Modern communication technologies such as electronic mail (e-mail), video conferencing platforms, cloud collaboration tools, enterprise communication software, instant messaging applications, customer relationship management (CRM) systems, and digital document-sharing platforms have transformed workplace communication. Secretaries are expected to demonstrate competence in utilizing these technologies to coordinate meetings, manage correspondence, disseminate organizational information, and support executive functions effectively.

The emergence of Industry 4.0 technologies, artificial intelligence (AI), cloud computing, automation, and digital workflow systems has further increased the demand for technologically competent secretaries. Modern organizations seek administrative professionals who possess not only technical office skills but also critical thinking, digital literacy, problem-solving abilities, interpersonal competence, adaptability, confidentiality, and professional ethics.

Despite these technological advancements, many organizations continue to experience productivity challenges resulting from inadequate office information management and ineffective communication practices. Some secretaries encounter difficulties adapting to rapidly changing digital technologies due to insufficient training, outdated educational curricula, inadequate technological infrastructure, and limited opportunities for continuous professional development. These challenges negatively affect organizational communication, workflow efficiency, customer satisfaction, and overall business performance.

Educational institutions responsible for training secretaries are therefore expected to continuously update their curricula to reflect current technological trends and workplace expectations. Employers are equally encouraged to invest in continuous professional development programs that equip secretaries with relevant digital competencies required in contemporary organizations.

Against this background, this study seeks to examine the office information skills and communication system skills required by secretaries in today's business environment, with the aim of identifying essential competencies that promote effective administrative performance and organizational success.

Statement of the Problem 

The rapid advancement of information and communication technologies has significantly changed workplace operations and increased the expectations placed on secretaries in modern organizations. Secretaries are no longer limited to routine clerical responsibilities but are expected to manage digital information systems, coordinate organizational communication, utilize modern office technologies, and support strategic decision-making.

However, evidence from various organizations indicates that many secretaries experience challenges in effectively utilizing modern office information systems and communication technologies. These challenges are often associated with inadequate digital literacy, limited access to modern office equipment, insufficient professional training, poor technological infrastructure, resistance to technological change, and outdated instructional methods in some educational institutions.

Consequently, organizations may experience delays in information processing, ineffective communication, poor document management, reduced productivity, increased operational costs, and diminished service quality. Although several studies have investigated information technology adoption within organizations, limited attention has been given to the combined office information management competencies and communication system skills specifically required by secretaries in today's evolving business environment.

It is therefore necessary to investigate the office information skills and communication system skills required by secretaries to effectively perform their responsibilities in contemporary organizations and recommend strategies for improving professional competence.

Purpose of the Study

The main purpose of this study is to examine the office information skills and communication system skills required by secretaries in today's business environment.

Specifically, the study seeks to:

1. Identify the office information management skills required by secretaries in modern business organizations.
2. Examine the communication system skills necessary for effective secretarial performance.
3. Determine the influence of digital technologies on secretarial functions.
4. Investigate the challenges affecting the acquisition and utilization of office information and communication skills.

Significance of the Study

The findings of this study will be beneficial to several stakeholders.

Educational institutions offering Office Technology and Management (OTM), Business Education, and Secretarial Studies programs will benefit by using the findings to update curricula and incorporate emerging digital competencies required in today's workplace.

Business organizations will gain insights into the essential competencies needed for recruiting, training, and evaluating secretaries capable of supporting organizational effectiveness.

Professional secretaries will benefit from understanding the evolving skill requirements necessary for career advancement, increased productivity, and improved professional relevance.

Government agencies and policymakers will find the study useful for designing policies that promote digital literacy, workforce development, and administrative modernization.

Researchers and scholars will use the findings as reference material for future studies relating to office management, communication systems, administrative technology, and secretarial practice.

Research Questions 

The study seeks to answer the following questions:

1. What office information skills are required by secretaries in today's business organizations?

2. What communication system skills are essential for effective secretarial performance?

3. How do digital technologies influence the work performance of secretaries?

4.     What factors hinder the acquisition and utilization of office information and communication system skills?

5.     What strategies can enhance the competencies of secretaries in modern organizations?

Research Hypotheses

The following null hypotheses will be tested at a 0.05 level of significance:

H??: There is no significant relationship between office information skills and the job performance of secretaries.

H??: Communication system skills do not significantly influence the effectiveness of secretaries in business organizations.

H??: There is no significant relationship between digital technology competence and administrative efficiency among secretaries.

Delimitation of the Study

The study was delimited to the information and communication technology skills needs of administrative secretaries of colleges of education in Bayelsa and Rivers States. The study covered the computer networking, database management, spreadsheet management and internet skills needs of the administrative secretary in the Colleges of

Education in the States.