CHAPTER ONE

INTROCUTION

1.1 Background of the study

Over  the  years,  secretarial  professionals  have  become  increasingly  important  for organizations, whether in  the private  or public sector (Moreira,  Rodrigues, do  Vale, & da  Rosa, 2016).  Traditionally,  secretarial  professionals  limited their  performance  to routine  and technical tasks, such as document filing, control,  and organization  of agenda  and  meetings and telephone answering (Lima & Soares, 2014). However, the advance of automation in offices has allowed the reduction of professionals in this area and brought new challenges to secretarial professionals. Thus, currently, these  professionals have  to  have more skills than  those requested  in previous decades (Garfield, 1986). In this  context  of constant  evolution, secretarial  professionals must  have  an increasingly multifunctional profile,  which results from the economic  and social  changes where organisations are inserted (Sabino & de Andrade Júnior, 2011). The act of Communication is the most important of all human activities. Is a fact that all human activities are interdependent on one another socially, economically, culturally and politically. No human being can live in isolation, that is to say human being must pass on and also receive information in every activities that must be done. Communication is one of the fundamental functions of the office and process which is essential to all forms of business. It is the means of conveying information from one person to another, which can be through Telephone, post office, Teleprinter, Mobile phone, Messenger services, Computer and many other means. Communication is done in order to pass or receive information, ideas and knowledge from one person to another.

During the past few decades there have been development and improvement in office communication system. This makes the work of today’s trained secretaries to be easier.

Azuka (1990), states that the word Secretary is taken from the Latin word “Secretaries”. This means that the Secretary is the ability to keep information or knowledge away from others. But in your own views a secretary is the keeper of secret.

Little (1976), defines Communication as the process by which information is passed between individuals and higher learning institution by means of previously agree symbols such as words, fiscal grimaces, gestures, postures, pictorial or usual display etc.

 The typewriter was invented in the late 19th century, but it didn’t become widely used in offices until the early 20th century. This revolutionized the way secretaries worked, as they could now type faster and more accurately than ever before. (Source: “The History of the Typewriter” by Michael Adler)

The telephone was also invented in the late 19th century, but it didn’t become widely used in offices until the early 20th century. This allowed secretaries to communicate more effectively with clients and colleagues. (Source: “The History of the Telephone” by John Brooks)

The invention of the switchboard in the 1920s and 1930s further expanded the role of secretaries. They became responsible for answering and directing calls, taking messages, and scheduling appointments. (Source: “The Switchboard: A History of the Telephone Operator” by Amber L. Dushman)

The introduction of the first electric typewriters in the 1950s and 1960s increased the efficiency of secretaries even further. They could now type faster and with less effort, allowing them to take on more responsibilities. (Source: “The Typewriter: A History” by Janet L. Drew)

The rise of the feminist movement in the 1960s and 1970s led to an increase in the number of women entering the workforce, including the secretarial field. This period also saw the introduction of the first word processing software, which further increased the efficiency of secretaries. (Source: “The Feminine Mystique” by Betty Friedan)

The introduction of personal computers in the 1980s and 1990s revolutionized the secretarial profession once again. Secretaries could now create and edit documents, spreadsheets, and presentations, and communicate more effectively via email. (Source: “The History of Personal Computers” by Michael A. Kittler)

In many cases, the secretarial professionals provide diversified dimensions and interconnect various  realities,  hierarchical  or  inter-relational  levels,  people,  and  knowledge  (Kobernovicz, Santos, & Crotti, 2017; Nonato Júnior, 2009).  Having said that, secretarial professionals must keep up with the constant changes in their profession, resulting from the changing needs of companies. Thus, these professionals should have skills  in  several  areas  of  knowledge,  such  as:  Language  of  the  organisation’s  nationality, complemented by at least one  more foreign language;  human relations; organisation of archives; writing  techniques;  economics;  computing;  financial  mathematics;  law;  accounting;  and administration  (Martins,  Terra,  Maccari,  &  Vicente,  2010).  At  the  personal  level,  secretarial professionals have to be increasingly dynamic, versatile, and have emotional balance, which is a characteristic that can distinguish them from other professionals in the same profession (Lima & Soares, 2014; Mello, 2011).

 In terms of the development of the secretarial profession, here are some key milestones:

1. 1920s: The National Secretaries Association (NSA) was established in the United States, with the goal of promoting the professionalism and image of secretaries.
2. 1940s: The NSA launched the Certified Secretary (CS) credential, which aimed to raise the standards of the profession and provide a benchmark for secretarial excellence.
3. 1950s-1960s: The NSA expanded its membership to include secretaries from all industries and sectors, and introduced the Professional Secretarial Certification (PSC) program.
4. 1970s-1980s: The NSA continued to promote the value of secretaries, launching campaigns such as “Secretaries: The Key to Efficiency” and “Secretaries: The Heart of the Office.”
5. 1990s-2000s: The NSA became the International Association of Administrative Professionals (IAAP), reflecting the globalization of the profession. The IAAP also introduced the Certified Administrative Professional (CAP) credential, which replaced the CS and PSC certifications.
6. 2010s-present: The IAAP continues to advocate for the professional development of secretaries and administrative professionals, offering training and educational resources, as well as promoting the value of the profession to employers and the public.

Thus,  nowadays,  it  is  required  that  the  new profile  of  secretarial  professionals  is  more demanding  because  they  have  to  be  increasingly  well  trained  and  prepared  (Lobato,  da  Silva Aleluia, & da Costa, 2013). However, it is observed that there is still a lack of knowledge about the evolution of the activities that are currently performed by secretarial professionals (Kobernovicz et al., 2017). This lack of knowledge undermines several issues for the profession and leads to several stereotypes.  Thus,  it  directly  affects  the  identity  of  the  secretarial  professionals  towards  the companies and conclusively causes the remuneration of secretarial professionals to be lower, having more  and more  responsibility, regardless  of having  higher qualifications  or  not  (Durante,  Vaz, Bertoletti, dos Santos, & Chais, 2011).   In this context, there is a lack of understanding about the profession, which means that the value and potential of secretarial professionals are not properly recognised. This reinforces the idea that there is no need for professionals specifically trained in secretarial work. There is a perception that anyone with other training can develop the secretarial function, which does not correspond to reality (Kobernovicz  et al., 2017). What  further hinders secretarial professionals  is the lack of a supervisory body for organisations (Lobato et al., 2012)

The widespread adoption of the internet and digital communication tools in the 21st century has further transformed the role of secretaries. They are now responsible for managing electronic calendars, scheduling meetings and appointments, and coordinating travel arrangements. They also use digital tools for communication, such as instant messaging and video conferencing. (Source: “The Digital Secretary: A Guide to Electronic Communication” by Sue Shellenbarger)

The rise of virtual communication and collaboration tools has also enabled secretaries to work remotely and stay connected with colleagues and clients at all times. This has led to an increased focus on virtual communication and collaboration tools, such as virtual meetings, webinars, and project management software. (Source: “The Virtual Secretary: A Guide to Remote Work” by Tammy B. Yates)

Technological advancements have had a significant impact on the roles and responsibilities of secretaries and administrative professionals. As new technologies have emerged and become integrated into the workplace, the traditional tasks performed by secretaries have been transformed, leading to new opportunities and challenges. Here is a detailed exploration of how technological advancements have shaped secretarial roles:

Automation of Repetitive Tasks: Technological advancements have automated many repetitive and time-consuming tasks that were previously performed by secretaries. For example, word processing software has replaced typewriters, enabling faster and more efficient document creation, editing, and formatting. Koontz, C. M., & Weihrich, H. (2017).

Digital Communication Tools:The advent of digital communication tools, such as email, instant messaging, and video conferencing, has revolutionized the way secretaries interact and communicate with colleagues, clients, and stakeholders. These tools enable faster and more efficient communication, eliminating the need for physical correspondence and facilitating real-time collaboration.Staley, C. (2010).

The secretarial profession has undergone significant transformations in recent years due to advancements in modern communication tools. These tools, including digital technologies, internet connectivity, and software applications, have revolutionized the way secretaries carry out their tasks, communicate with stakeholders, and manage information. This study focuses on the role of these modern communication tools in the development of the secretarial profession, with a specific case study of Bamenda. Brown, A. (2023).

Bamenda, a vibrant city in Cameroon, serves as an ideal case study for exploring the impact of modern communication tools on the secretarial profession. The city’s dynamic business environment, coupled with the increasing adoption of digital technologies, has created a fertile ground for secretaries to embrace these tools and enhance their professional capabilities. By examining the experiences and perspectives of secretaries in Bamenda, this study aims to shed light on the transformative effects of modern communication tools on their work and the overall development of the secretarial profession. Johnson, E. (2022).

Understanding the role of modern communication tools in the secretarial profession is of great significance. As organizations increasingly rely on technology for communication and information management, secretaries must adapt and utilize these tools effectively to meet the evolving demands of their roles. By leveraging modern communication tools, secretaries can enhance their productivity, streamline administrative processes, and contribute more strategically to their organizations’ success. Williams, L. (2023)

Based on the objectives outlined earlier, here are some research questions that can be addressed in the study on the role of modern communication tools in the development of the secretarial profession in BAMCCUL, HICM and HTTTC Bamenda:

1.2 Problem Statement

In the rapidly evolving digital era, modern communication tools have become integral to the functioning of organizations across various industries. However, there is limited understanding of how these tools have impacted the secretarial profession in BAMCCUL. As secretaries play a crucial role in facilitating communication and administrative tasks within organizations, it is essential to explore the implications of modern communication tools on their skills, responsibilities, and overall professional development.

The problem statement, therefore, revolves around the need to investigate and understand the influence of modern communication tools on the secretarial profession in BAMCCUL. This involves examining the changes in skill requirements, job responsibilities, and work processes resulting from the adoption and utilization of these tools. By addressing this knowledge gap, the study aims to inform secretaries, employers, and relevant stakeholders about the evolving nature of the secretarial profession in the digital age and provide insights for maximizing the potential benefits of modern communication tools in BAMCCUL.

1.3 Research Questions

1. How have modern communication tools impacted the skills and competencies required by secretaries in BAMCCUL,HICM, HTTTC?
2. What are the changes in responsibilities and tasks performed by secretaries in BAMCCUL due to the adoption of modern communication tools?
3. What are the specific benefits and challenges associated with the utilization of modern communication tools in the secretarial profession in BAMCCUL,HICM, HTTTC?

1.4 Research Objectives

The objectives of the study on the role of modern communication tools in the development of the secretarial profession in BAMCCUL, HICM, and HTTTC are as follows:

1. To examine the impact of modern communication tools on the skills and competencies required by secretaries in BAMCCUL, HICM, HTTTC
2. To explore how modern communication tools have influenced the responsibilities and tasks performed by secretaries in their daily work.
3. To identify the benefits and challenges associated with the adoption and utilization of modern communication tools in the secretarial profession.