Information Technology and User Education: Role and Use

1. Introduction

Information Technology (IT) and Information and Communication Technology (ICT) have transformed how knowledge is created, accessed, and shared. In the context of user education, ICT serves as both a medium and a method for imparting information skills. Technology integration in education has shifted the focus from traditional classroom-based instruction to interactive, learner-centred environments. Modern users require digital literacy to navigate the internet, databases, and online learning platforms effectively. Thus, ICT-based user education empowers individuals to acquire, analyse, and use information efficiently in academic, professional, and personal settings.

2. Role of ICT in User Education

Integrating Information and Communication Technology (ICT) in user education reshapes how users are taught to discover, evaluate, and apply information. Below are key roles, supported by recent studies and practice.

• Facilitating Access and Dissemination of Information: ICT enables libraries and educational institutions to host digital collections, e-resources, institutional repositories, and online databases. This lowers barriers of geography and time for learners. For example, academic libraries increasingly adopt ICT tools to provide search, retrieval, and dissemination services to remote users. By converting traditional content to digital formats (ebooks, online journals, PDFs, multimedia), ICT makes resources available 24/7.
• Enhancing Learning through Multimedia and Interactivity: ICT supports multimedia (video, audio, animations, simulations) in user education. These formats engage multiple senses, making complex ideas easier to grasp. The interactive features (quizzes, clickable content) foster active learning. Also, ICT enables gamification, virtual labs, and scenario-based training, which increase motivation and retention.
• Supporting Collaborative and Distributed Learning: Through ICT, learners, librarians, and instructors can interact across distances. Tools like discussion forums, chats, video conferencing, document sharing, and collaborative platforms (e.g. Google Docs) support group work and peer learning. ICT makes real-time and asynchronous collaboration possible, which enriches learning beyond isolated instruction.
• Personalisation and Adaptive Learning: With ICT, user education can adopt adaptive systems that tailor instruction to individual learners’ pace, interests, and knowledge gaps. The system can present remedial content or advanced modules accordingly. AI-driven tutoring or guidance can respond dynamically to user queries or performance.
• Augmenting Librarian’s Role and Embedded Instruction: ICT changes the librarian’s role from gatekeeper to facilitator. Librarians can embed themselves in courses, create digital tutorials, and integrate instruction within subject teaching. They also help users understand how to use tools and how the medium affects information (i.e., digital literacy).
• Enabling Remote and Flexible Learning: ICT makes user education possible beyond the library’s physical space. Users can learn from home, on mobile devices, or asynchronously. This flexibility is vital in times of disruption (e.g. during pandemics). This role includes online tutorials, webinars, MOOCs, and virtual reference services. Virtual reference (or digital reference) provides reference help via chat, email, or co-browsing, extending library support beyond in-person desks.
• Developing Digital Literacy and ICT Skills: A core role of ICT in user education is to impart ICT literacy — not just how to use tools, but how to understand digital data, evaluate online sources, manage digital identity, and apply information ethically. Librarians help bridge gaps in users’ understanding of information in digital formats. Studies show that many library professionals and users face challenges with ICT skills, making this educational role crucial.
• Monitoring, Feedback, and Analytics: ICT enables tracking user behaviour, success rates on tutorials or tests, time spent, and interaction patterns. This data supports feedback, performance evaluation, and continuous improvement of user education programs. Learning analytics let educators refine content, detect weak spots, and optimise pedagogy.
• Bridging the Digital Divide and Inclusivity: ICT in user education helps reduce disparities in access to information. Libraries can offer public computers, Wi-Fi, and training to underserved users. This role is critical in rural or low-resource areas where access is limited. Libraries help integrate marginalised groups into digital knowledge systems by equipping users with ICT skills.

ICT acts as an enabler, amplifier, and equaliser in user education. It enhances access, interactivity, collaboration, personalisation, and flexibility. It shifts the librarian’s role to instructional designer and digital literacy mentor. In practice, these roles are essential to make user education responsive, scalable, and aligned with the demands of a digital society.

3. Use of ICT Tools for Enhancing User Education

Integrating Information and Communication Technology (ICT) tools into user education has transformed how libraries and information centres deliver learning and training to users. ICT tools make learning interactive, personalised, and accessible to a large audience. These technologies help librarians teach users how to locate, evaluate, and use information effectively in the digital environment. The following key tools and their applications illustrate how ICT enhances user education.

• Learning Management Systems (LMS): Learning Management Systems such as Moodle, Canvas, and Blackboard are centralised digital platforms hosting learning materials, online courses, and tutorials. Librarians use these systems to create structured information literacy modules, upload instructional videos, conduct online quizzes, and monitor user progress. For example, many academic libraries integrate Moodle-based user education programs where students complete lessons on database searching and citation management at their own pace. LMS tools make user education flexible, measurable, and accessible anywhere.
• Artificial Intelligence (AI) and Adaptive Learning Systems: AI and adaptive learning systems personalise the user education experience by tailoring instruction to individual learning needs. AI-powered chatbots and virtual tutors provide real-time support, answer user queries, and recommend relevant learning materials. For instance, university libraries such as MIT and Stanford use AI-based systems to guide students using electronic resources and databases. Adaptive systems analyse learner performance and automatically adjust the complexity of content, ensuring that every user learns at the right level and speed.
• Digital Reference and Chat Services: ICT has modernised reference services through digital platforms like Ask-a-Librarian, LibChat, and WhatsApp-based virtual reference desks. These services allow users to seek assistance without physically visiting the library. For example, the Delhi University Library System offers live chat and email-based help for students learning to search databases or use citation tools. Such digital reference systems extend the librarian’s role into the virtual environment, ensuring users receive continuous guidance regardless of time or place.
• Multimedia and Interactive Learning Tools: Multimedia tools such as videos, animations, podcasts, and interactive tutorials enhance user engagement and comprehension. Librarians use tools like Camtasia, Powtoon, and Canva to create step-by-step guides using OPAC systems, Boolean operators, and academic databases. Interactive quizzes and simulations help reinforce learning outcomes. For instance, the University of Queensland Library employs short YouTube tutorials and gamified quizzes to effectively teach search strategies and referencing styles.
• Collaboration and Cloud-Based Tools: Platforms such as Google Workspace, Microsoft Teams, and Slack support collaborative learning by allowing users to share documents, participate in group projects, and communicate in real-time. Libraries often use these tools to conduct online workshops and team-based information literacy exercises. For example, librarians at the University of Nairobi conduct remote collaborative training sessions through Google Meet and share Google Docs, promoting student teamwork and interactive learning.
• Data Visualisation and Analytical Tools: ICT tools like Tableau, Google Data Studio, and Excel dashboards help visualise data and make complex information understandable. In user education, such tools teach students how to interpret research data, analyse trends, or assess information quality. Libraries also use analytics from LMS platforms to monitor user progress, track performance, and improve instructional materials. For instance, the National Library of Singapore uses analytics from its e-learning portal to evaluate engagement and redesign learning modules for better outcomes.
• Assistive and Inclusive Technologies: ICT also supports inclusivity in user education by providing tools that help users with disabilities. Technologies such as screen readers (JAWS, NVDA), speech recognition software, and closed captioning systems make digital learning environments more accessible. Libraries in countries like Canada and Australia have adopted these tools to ensure equal participation in user education programs. For example, the University of Toronto Libraries provides accessible digital resources and adaptive technologies to assist visually impaired learners in accessing instructional materials.

ICT tools have enhanced user education by making it more interactive, personalised, and accessible. Technology enables librarians to reach a larger audience and meet diverse learning needs, from AI-driven adaptive systems to collaborative cloud tools and multimedia tutorials. These innovations not only strengthen digital literacy among users but also ensure that library instruction remains relevant in an era dominated by online information. By effectively using ICT tools, libraries play a crucial role in guiding users toward becoming confident, self-reliant, and ethical information seekers.