Abstract:
Efficient and effective provision of information services is essential to the success of an
organization since it improves decision making, enhances efficiency and provides a
competitive edge to any organization both big and small. Quality provision of
information services is something that information providers cannot ignore anymore in
any organization. The aim of this study was to investigate the provision of information
services to users at UNEP with a view to identifying the gaps that may be addressed to
enhance provision of information services at UNEP and to adopt a model for effective
and efficient provision of information services. The specific objectives of the study were;
identify information services available at UNEP; determine the information provision
methods applied at UNEP; identify the information needs and information seeking
behaviour of users at UNEP; establish the range, sources of environmental information
and information resources available at UNEP; determine which tools are used for the
collecting, storage, and dissemination of information; establish the challenges affecting
users at UNEP in accessing the relevant information and make practical
recommendations to the challenges affecting users at UNEP for more efficient and
effective provision of information to the UNEP information user community. This study
was based on two models; the Wilson’s theory of information behaviour (1996) and the
Niedźwiedzka’s (2003) new model of information behaviour. Data was collected from
one hundred and fifteen users including sixty researchers, forty five students and ten
senior managers of UNEP. Qualitative and quantitative research methods were used
where data was collected using semi-structured interview schedules and document
review. Data was analyzed thematically using qualitative data analysis technique. The
study identified some gaps in the provision of information services at UNEP. Among the
significant findings is that the level and standards of information provision and services
at UNEP is limited occasioned by among other factors lack of understanding of user
needs when developing the information resources at UNEP. Among the major
recommendations of this study is that the information professionals should enhance the
quality and level of information services at UNEP. In addition, information managers
should do their best to understand the information needs of the users and align them to
the generation of information resources to enhance more efficient dissemination of
information.