Dissertations / Theses on the topic 'Academic libraries – Management'

An ACRL white paper from 2012 reported that, at that time, only a small number of academic libraries in the United States and Canada offered research data services (RDS), but many were planning to do so within the next two years (Tenopir, Birch, and Allard, 2012). By 2013, 74% of the Association of Research Libraries (ARL) survey respondents offered RDS and an additional 23% were planning to do so (Fearon, Gunia, Pralle, Lake, and Sallans, 2013). The academic libraries recognize that the landscape of services changes quickly and that they need to support the changing needs of research and instruction. In their efforts to implement RDS, libraries often respond to pressures originating outside the library, such as national or funder mandates for data management planning and data sharing. To provide effective support for researchers and instructors, though, libraries must be proactive and develop new services that look forward and yet accommodate the existing human, technological, and intellectual capital accumulated over the decades. Setting the stage for data curation in libraries means to create visionary approaches that supersede institutional differences while still accommodating diversity in implementation. How do academic libraries work towards that? This chapter will combine an historical overview of RDS thinking and implementations based on the existing literature with an empirical analysis of ARL libraries’ current RDS goals and activities. The latter is based on the study we conducted in 2015 that included a content analysis of North American research library web pages and interviews of library leaders and administrators of ARL libraries. Using historical and our own data, we will synthesize the current state of RDS implementation across ARL libraries. Further, we will examine the models of research data management maturity (see, for example, Qin, Crowston and Flynn, 2014) and discuss how such models compare to our own three-level classification of services and activities offered at libraries - basic, intermediate, and advanced. Our analysis will conclude with a set of recommendations for next steps, i.e., actions and resources that a library might consider to expand their RDS to the next maturity level. References Fearon, D. Jr., Gunia, B., Pralle, B.E., Lake, S., Sallans, A.L. (2013). Research data management services. (ARL Spec Kit 334). Washington, D.C.: ARL. Retrieved from: http://publications.arl.org/Research-Data-Management-Services-SPEC-Kit-334/ Tenopir, C., Birch, B., & Allard, S. (2012). Academic libraries and research data services: Current practices and plans for the future. ACRL. Retrieved from http://www.ala.org/acrl/sites/ala.org.acrl/files/content/publications/whitepapers/Tenopir_Birch_Allard.pdf Qin, J., Crowston, K., & Flynn, C. (2014). 1.1 Commitment to Perform. A Capability Maturity Model for Research Data Management. wiki. Retrieved http://rdm.ischool.syr.edu/xwiki/bin/view/CMM+for+RDM/WebHome

The purpose of this study was to investigate the impact of information and communications technology change on the management and operations of academic libraries. How academic libraries deal with this phenomenon and strategies that could be considered to help deal with an environment where technology constantly change. This study focused on the impact of information and communications technology driven change on the academic library e.g. staff, clients, physical resources and information resources.

Philosophiae Doctor - PhD
The use of Information Systems (ISs) has been widely accepted and proven to increase the service quality in many organizations. Academic libraries have embraced the use of ISs and have implemented them to perform different activities. The efficient utilization and management of ISs in libraries will help libraries to derive maximum benefit from adopted ISs. The research used the DeLone and McLean (2003) IS success theory to determine the impact of IS management on the quality of the IS, the use of the IS and the benefits gained. The researcher used nine (30%) of the thirty university libraries which are members of the consortium of academic and research libraries in Ghana (CARLIGH) - an association of libraries that help with the IS and electronic resource use of member libraries. A mixed method approach with questionnaires, interviews combined with content analysis of the university websites was used to gather data. Findings indicated that academic libraries in Ghana are making use of some ISs including; ILS, DAM, social media, websites, among others, amidst a number of challenges. The research also revealed that the management of ISs affects the quality thereof. Quality of ISs affects use, and use affects the benefits gained from use. The researcher proposed an IS management standard guideline which Ghanaian academic libraries could adopt for using and managing ISs to enhance efficiency and better service delivery.

The last years, libraries and information centers, as well as other organizations are attempting to survive in a knowledge-driven society. Moreover, they are called upon to redefine their structure and management processes in order to increase their competitive advantage through their learning capability and their knowledge assets. Knowledge has become their core element that contributes to the development and improvement of their services through knowledge management (KM) initiatives, connected with knowledge assets creation, sharing, and exploitation. This study is a qualitative research that has been conducted in NTUA Central Library with main research object the Department of Information and Users’ Services. The study examines the knowledge management (KM) perception in the Department and by extension, the library. It aims to identify the adopted KM practices, investigate the KM process through knowledge creation and sharing, collaboration and communication among employees and external collaborators and finally, to propose new methods and techniques through a KM strategy, for improving the Department and library’s internal operation and services provision. The study’s goal is to present the current situation of one of the biggest Greek academic libraries regarding KM initiatives and to draw attention on the academic libraries’ changing role in the new digital era and the opportunities that KM provides them to participate in the knowledge-based economy and the knowledge-based society. The importance of this study lies on the fact that few researches have been conducted in Greek academic libraries and the results have presented that they demonstrate little attempt to adopt KM practices and rather, to establish a clear KM strategy. In this context, the study is trying to clarify the importance of focusing on people as libraries’ knowledge resource connected with their knowledge and experience, which defined as “intellectual assets” that need to be recorded, classified, updated and definitely shared, in order to become searchable and accessible. It is a case study, conducted through an interpretive approach, following a holistic ethnography tradition. The research methods used for the data collection were the methods of participant observation and semi-structured interviews. The data collected have been analyzed through the six (6) phases of the thematic analysis, while methods data validation have been used to ensure their reliability. In conclusion, the study presents results connected with the Department’s knowledge specification (tacit and explicit), the process of knowledge sharing by mentioning the people involving, the methods and tools. Furthermore, the weaknesses the Department faces are presented regarding employees’ involvement – mostly connected with communication and collaboration – and the systems and resources management. Finally, the anticipated future challenges are presented and analyzed, as defined by the library’s role, the employees’ role and the KM role.

This report is a later version of the JCDL 2006 poster
This report summarizes the results of an ACRL Samuel Lazerow Fellowship funded research project to investigate the extent to which publishers and vendors are making use of technological protection measures ("TPM" also known as DRM) to control access to and use of licensed full-text scholarly materials or data sets. The study also began to explore the impact of access and use restrictions on learning, scholarship and library management.

This research project is a comparative study of management of two university libraries (University of the Western Cape and Dhaka University) from two different countries (South Africa and Bangladesh). This research was to identify and document how the functions of management are applied in both libraries.

A sample of the two university libraries&rsquo
users, librarians, and library staff were taken. The questionnaire, interview, observation and documentary sources of information were major methods of data collection. In order to provide a brief presentation on how the management functions were applied at other university libraries, a description of how some university libraries in the U.K, U.S.A, Eastern countries and Africa are given. The findings of the study revealed that the problem of inadequate financial support is true for both University libraries, and is the major cause amongst other weaknesses. Both libraries still use a large percentage of non-professional staff and the library service is in desperate need of personnel. However, the observed difference between DUL and UWCL in this comparative study was significant. Services offered in both libraries differ in some cases such as: Consortia, Inter library loans, OPAC, CD-search, e-journals and multimedia. These areas still need to be developed at DUL. UWC have the most of these facilities. Although it needs to improve on aspects such as e-journals, access to data-bases and open access on the Internet.

An increasing number of libraries and information centers are using content management (CM) applications to develop, redesign, and maintain their websites. the purpose of this research was to provide understanding of attitudes of academic librarians about how their utilization of CM technology influences the information services they provide at the academic library’s website and to examine their perceptions of how using CM affects the creation of the web content. This research applied a qualitative research design (electronic survey and in-depth semi-structured interviews of academic subject librarians) with elements of a quantitative approach. the study discussed the concept of web authorship and supplied fundamentals for future theoretical research about authorship in web content development at academic libraries. the study provided an overview of CM at academic libraries and explored characteristics of dynamic content and semantic web applications at their websites. It discussed librarians’ opinions about issues of migration to the new content management system (CMS), factors affecting its efficient employment, and roles of librarians in web content management. Results of this study will serve to future research on management behavior of academic librarians authoring web content with the help of CM. the findings about the difficulties observed in the use of CMS and solutions, influence of training and learning, importance of cooperation and communication, adjustment of the CMS to the users’ needs, qualifications and skills needed in application of CM, distribution of responsibilities in the use of CMS, features of the CMS, and requirements to its functionality will have implications for academic and other libraries applying CM.

Academic libraries and their parent institutions are experiencing increasing social, technological, economic, and political pressure in the twenty-first century. While the academic library literature contains numerous discussions and case studies illuminating how larger academic libraries are engaging in organizational change and experimentation to respond to those pressures, libraries in smaller academic institutions are underrepresented in those professional discussions.

This study examines liberal arts college libraries engaged in transformational change. It explores ways academic libraries are aligning their purpose and services with the missions, strategic priorities, and challenges of their parent institutions. Through four case studies, it examines how library directors create change visions, enroll staff and stakeholders in those visions, and the skills, tools, and strategies they use to lead and manage organizational change.

Data were collected using narrative inquiry, a qualitative methodology. Participants included library directors, provosts, and senior management team members. After analyzing the data, two organizational change theories were applied. The first theory focuses on what was changed—the antecedents and consequences. The second organizational change theory focuses on how the change was done—strategies, tools, and actions.

Data analysis reveals several findings. Directors who employed the greatest range of political intelligence, emotional intelligence, and transformational leadership skills were the most successful in creating lasting, radical organizational change. They were also most likely to align that change with the mission and needs of the colleges they served. Directors who used frame bending rather than frame breaking approaches to envisioning and communicating change were more successful in enrolling both library staff and academic stakeholders in their change strategies and change goals.

The results of this study contribute to an understanding of how smaller college libraries are leading and managing change. The findings identify potential obstacles to successful change and provide examples of strategies used by other change leaders to mitigate or surmount those obstacles. Those findings may be of value to other academic library change leaders. Finally, this study also identifies change leadership skills and strategies that were effective within the unique environment of academic institutions which have a decentralized environment, distributed power and authority, and a shared allegiance to the organization's history and culture.

The primary purpose of this study was to test the following hypothesis: The internal use (use within the technical services unit for decision making and planning) of statistical data will be significantly higher for managers scoring in the Sensing-Thinking (ST) scale of the self-assessment instrument Myers-Briggs Type Indicator. A Technical Services Statistics Survey Form was developed in order to collect statistical data from the technical services managers participating in the study. The Myers-Briggs Type Indicator was utilized to record managers' personal management style. Thirty-two managers participated in the two-part study. The hypothesis of the study was not supported because no significant differences in the predicted direction were found to exist between the use of the technical services statistics and management style groups as measured by the Myers-Briggs Type Indicator. (A Mann-Whitney U Test was used due to the small, uneven sample size.) There were significant differences between Sensing-Thinking (ST) and Intuitive-Feeling (NF) types, but not in the direction predicted by the hypothesis. Possible explanations for this unexpected finding include the very small sample size, the larger percentage of male respondents in the NF type, and the larger percentage of respondents from smaller institutions in the NF type. (Gender and institutional size were not analyzed in this study.) A sharp contrast existed in the number and guality of comments provided by Sensing-Thinking (ST) and Intuitive-Thinking (NT) types, both of whom tended to write lengthy detailed comments elaborating on each statistic. Sensing-Feeling (SF) and Intuitive-Feeling (NF) types provided little or no comment on the Technical Services Statistics Form. The results of this research have implications for examining the technical services statistics collected in technical services units: the frequency of analysis; their importance for planning; the use of these statistics; and the level at which the statistic is used for decision making. Other implications pertain to the automation of statistical data and the use or non-use of the automated reports available.

Magister Bibliothecologiae - MBibl
The purpose of this project was to investigate job satisfaction at the Cape Peninsula University of Technology Library (CPUT). Academic libraries throughout the world and in South Africa have undergone massive change in the last few years. CPUT Library is the result of the merger of two technikon libraries in 2005. The study aimed to investigate the impact of the merger on staff job satisfaction. If libraries are to meet the challenges of change, they need satisfied and committed staff. This dissertation project is framed by two closely related models in human resources management, namely Herzberg‟s two factor theory of motivation and Hackman and Oldham‟s Job Characteristics Model (JCM). Questionnaires were used to gather data from 91 library staff in CPUT. A total of 44 responded. The survey identified areas of satisfaction and dissatisfaction among staff and the impact of the merger on staff who were employed before 2005. The study finds that 66% report overall job satisfaction with strong satisfaction with the work itself and the sense of accomplishment it brings. The majority of library staff is dissatisfied with promotion prospects and work distribution. Despite the years of restructuring, there are several comments on library structures. The need for more participative style of management and clear reporting structures are mentioned. The four questions on respondents‟ future plans reveal that affective commitment to the institution is not very high. Respondents like their work but 48% say they would accept a job outside the CPUT Library and only 50% claim to be proud to say they work at CPUT Library, with another 27% neutral. There are mixed findings on the impact of the merger, which might well be connected to the lack of institutional commitment. Only 50% of respondents who were at CPUT before the merger claim to be more satisfied now than before it. And the open-ended questions uncover the challenges in building or rebuilding a sense of belonging.

Includes bibliographical references (p. 133-138).
This dissertation focuses on an investigation that was conducted to find out the state of knowledge management in the Kamuzu College of Nursing and Bunda College of Agriculture libraries, constituent college libraries of the University of Malawi. Drawing from the literature on knowledge management, the study proposed and implemented two models for the maturity assessment and implementation of knowledge management respectively. The study used the models successfully to measure the levels of maturity of knowledge management and identify the knowledge needs and knowledge assets of the libraries. The results of the study revealed that both libraries are at the same level of knowledge management maturity i.e. knowledge management is still in its infancy as they did not have clearly established strategies to make use of knowledge. Furthermore, there were no significant differences between the two libraries in the various aspects of knowledge management investigated. The study therefore recommended a road map for implementing knowledge management in the libraries. Knowledge management is recognised by many organisations of strategic importance to improving an organisation?s performance and its competitive advantage. Knowledge management thus has been largely associated with profit making organisations. However, knowledge management is also applicable to non-profit making organisations such as academic libraries. The environment in which academic libraries operate continuously changes and it is therefore imperative for the libraries to use knowledge management as a tool to adapt and remain relevant.

Because knowledge and information are becoming the vital resources, appropriate organization and management of them is considered to be the guaranty of the welfare of every state, organization and individual. There could be recognized the stronger attention to institutions that are traditionally related to knowledge and information. Because of the growing strategic importance of information and communication technologies in modern organisations, academic libraries remain a significant unit in the institutions of higher education. The theoretical outline of the importance of academic library strategy in the knowledge society in this dissertation is disclosed by exposing the concept of these libraries as organisations, introducing the concept of the evolution of strategy of these libraries, and evaluating changes taking place in the world’s academic libraries. The dissertation introduces a theoretical model of the strategic directions of the academic library developed in the dissertation. This model is proposed by the author of the dissertation as a possible one for the development of academic libraries in Lithuania. The analysis of the possibilities of implementing the designed model in Lithuanian academic library performance accomplished in the dissertation highlights possible obstacles to the modernization of these libraries and the most important and influential circumstances for implementing the model in Lithuanian academic libraries. Analysis of scientific literature, the... [to full text]
Tinkamas žinių ir informacijos organizavimas bei valdymas šiandieninėje žinių ekonomikos visuomenėje pripažįstama kaip pagrindinis valstybės, organizacijos ir kiekvieno individo klestėjimo bei gerovės garantas. Aukštojo mokslo institucijos biblioteka (disertacijoje – akademinė biblioteka) žinių ekonomikos visuomenėje išlieka viena iš svarbiausių grandžių informacinio aprūpinimo infrastruktūroje. Pažymėtinas išskirtinis akademinės bibliotekos vaidmuo universitetinių žinių kūrimo ir ypač sklaidos procesuose. Visa tai skatina suformuluoti akademinių bibliotekų vystymosi kryptis įvertinant šias bibliotekas vadybiniu požiūriu. Ginamoje disertacijoje ištirtas akademinių bibliotekų vaidmuo žinių visuomenėje, šių bibliotekų kaip organizacijų samprata bei ypatybės, analizuojama šių bibliotekų strateginio valdymo patirtis. Pažangiausių pasaulio akademinių bibliotekų vystymosi tendencijų kontekste suformuluotos pagrindinės šių bibliotekų vystymosi strateginės kryptys, sukurtas akademinės bibliotekos vystymosi strateginių krypčių žinių visuomenėje teorinis modelis ir ištirtos šio modelio įgyvendinimo Lietuvos akademinėse bibliotekose galimybės. Modelio įgyvendinimo Lietuvos akademinėse bibliotekose galimybių tyrimas išryškino potencialias kliūtis, modernizuojant šias bibliotekas, ir svarbiausias aplinkybes, galinčias turėti įtakos tokio modelio įgyvendinimui. Apibendrinus teorinę ir empirinio tyrimo medžiagą suformuluotos išvados ir rekomendacijos. Teorinė akademinių bibliotekų... [toliau žr. visą tekstą]

Electronic books (e-books) have become another option for reading and have gained in popularity in the last five years, especially for fiction. In the academic community, however, e-books have not seen the same success in terms of usage and acceptance. Further research is required to find out why this is the case among academic users. In addition to user-focused studies, e-book management strategies in libraries is another important point for investigation. These two aspects of e-books need to be examined in parallel because users and library staff are the main stakeholders in the academic community. There are few studies regarding e-book usage and acceptance, with all the studies carried out thus far having been conducted only in developed countries such as the US or UK. This research topic has rarely been considered in developing countries such as Thailand. This study aims to understand how Thai academic libraries manage their e-book collection and how these management approaches relate to attitudes and behaviours concerning e-books among library users. An exploratory sequential mixed methods approach was used to explore the relationship between academic libraries’ management of e-books and students’ reading attitudes and behaviours. The study is separated into three phases: the first phase is concerned with the management of e-books in Thai academic libraries and the second phase explores library users’ attitudes to e-books. In addition, the Unified Theory of Acceptance and Use of Technology (UTAUT) was adopted as a theoretical framework to identify the factors influencing the use and acceptance of e-books among Thai library users. The final phase concludes with an adaptation of Keller’s model to conduct an in-depth investigation into library users’ reading behaviours. In Phase 1, approaches to e-book collection management were examined through qualitative interviews with academic librarians from nine university libraries in Thailand. In Phase 2, a questionnaire was used to explore the attitudes of students to print and electronic books, together with the students’ views on e-book provision in their libraries. The elements in the UTUAT model were used to construct the survey items. In Phase 3, library users’ reading behaviours were explored using photo-diaries and interviews, allowing the researcher to gain a rich picture of users’ reading behaviours as part of their daily routines. Finding from the three phases revealed the key factors affecting the relationship between academic librarians and library users regarding e-books management and use. Library organisational structure, budget constraint, attitude of librarians and users toward each other, user reading habit, and educational system were found to have an effect between the two sets of stakeholder. This study makes a major contribution to knowledge on the area of e-book management in academic libraries. It is also a pioneer work in developing an understanding of the relationship between academic librarians and users with regards to the e-book management and use in the context of Thai academic libraries with a combination of the two theoretical frameworks (UTAUT and Keller’s model). The study’s goal is to provide a better understanding of e-books in the Thai academic context and to help academic librarians to understand user needs and behaviours, which will assist them in developing effective e-book collection management strategies and policies that are compatible with user requirements.

Research data management (RDM) focuses on the organization and description of data, from its entry to the research cycle through to the dissemination and archiving of valuable results. RDM entails storage, security, preservation, compliance, quality, sharing and jurisdiction. In the academic world, RDM can support the research process by searching for relevant data, storing data, describing data and advising researchers on good RDM practice. This study focused on developing RDM services. The aim of the study was to establish the role Makerere University Library could play in developing RDM Services. A number of questions were formulated to guide the researcher in finding answers to the research questions. A literature review, based on the research sub-questions, was carried out. The review covered the concept of RDM, academic libraries and their RDM practices, various RDM services in academic libraries, RDM services that require sustainability and how current researchers, in general, manage their data. The research undertaken took a qualitative approach with a case study design. This was due to the need to gather in-depth and comprehensive views and experiences regarding RDM at Makerere University. A purposive sampling technique was used to identify researchers who are actively involved in managing research data at Makerere University. Data were collected using semi structured interviews, from eight participants; one from each college. The participants were selected because of their knowledge about RDM and semi-structured interviews were preferred due to their flexibility. An interview schedule was used as the data collection instrument. Data was transcribed into Microsoft Word for easy analysis. Findings that addressed the research question and sub-questions were presented and interpreted in chapter four and conclusions as well as recommendations were discussed in detail in chapter five of this research report. In summary it is possible to say that although researchers, from across the entire university, generate big volumes of research data it appears that researchers themselves manage, control and store their data making use of different removable devices. This is risky. So there is a need to develop RDM skills for all stakeholders. It does appear though that the researchers at Makerere University would be willing the support of RDM services if these are developed by the library.
Mini Dissertation (MIT)--University of Pretoria, 2017.
Carnegie Corporation of New York
Information Science
MIT
Unrestricted

Knowledge management (KM) is increasingly becoming important for organisations to enhance their competitive advantage, performance and to become more effective. Academic institutions and academic libraries, in particular, have come to the realisation that they too can benefit from knowledge management and are increasingly looking to adopt appropriate means to effectively manage their knowledge resources so as to improve the services rendered to their patrons. Knowledge management systems (KMS) are suitable means for academic libraries to manage knowledge and enable the processes of creation, storage, sharing and application of knowledge. While issues related to the design and implementation of knowledge management systems have been widely discussed within various sectors such as the business sector, there is a paucity of research pertaining to KMS implementation in academic libraries yet libraries have started to use several technologies for KM without putting certain issues that are critical to the successful implementation into consideration. Therefore, this study, puts forwards the idea of a KMS in Makerere University Library, exploring several aspects with the aim of discovering how the library can successfully implement a knowledge management system and in so doing explore the readiness of Makerere University Library to implement a KMS. An exploratory study was done adopting the qualitative research approach with Makerere University Library as the case study. The study involved interviews with eight library staff members in the librarian and IT staff categories that were purposively selected to provide information to the study. The major findings from the study revealed that, the majority of library staff at Makerere University Library understand the meaning of knowledge and knowledge management concepts though more training is still needed to clarify these concepts to some staff that do not have a clear understanding of the two concepts. The study also revealed that, the technological infrastructure of the library needs to be updated to support the KMS implementation. Other factors discovered that are key for the successful KMS design and implementation include: library management support, KMS budget, library culture, KM strategy, policies and guidelines, rewards and incentives. The study also identified benefits of a KMS for the library as well as challenges that the library may face in implementing a KMS. Finally, the study puts forward recommendations in the form of strategies for the library to successfully implement a KMS.
Mini Dissertation (MIT)--University of Pretoria, 2016.
Information Science
MIT
Unrestricted

This study of 28 countries involves comparative content analysis of the English versions of codes of ethics proposed by professional associations. It yielded an empirically grounded typology of principles arranged in twenty categories. The most frequently identified principles were professional development, integrity, confidentiality or privacy, and free and equal access to information. While confidentiality and privacy, and equal access to information, appear in all existing typologies of library and information science ethics, other principles, such as copyright and intellectual property, democracy, and responsibility toward society, which appear in almost all other typologies, were evident in fewer than half of the codes. This empirical study provides a global perspective on library association code of ethics.

This study evaluates monograph acquisition decisions at an academic health sciences library using circulation and acquisitions data. The goal was to provide insight regarding how to allocate library funds to support research and education in disciplines of interest to the library user base. Data analysis revealed that allocations in 13 subject areas should be reviewed as the cost of circulation was greater than the average cost of circulation of the sample and the average cost of monographs was higher in these subject areas than the average cost of monographs in the sample. In contrast, 13 subjects returned cost of circulation rates lower than the average cost of circulation of the sample. These subjects merit stable budget allocation or increased allocation depending upon collection needs. Overall, this study found that this library is allocating a majority of resources to subjects with above average rates of use.

Organisations require a leadership cohort that can drive transformation from within, if they wish to adapt innovatively towards ensuring sustainable relevance in a volatile and highly competitive global market. The same applies to academic library services that serve the needs of their respective institutions. Yet, as indicated by various studies, little attention is paid to the nature of leadership required to take academic libraries forward in an age where, especially in the South African academic environment, the maxim of “business unusual” holds true. Transformational leadership is described as visionary and adaptive leadership aimed at increasing morale and motivation of staff, with an emphasis on follower development and empowerment towards self-leadership, driving entrepreneurial activities (Goethals, Soreson and Burns 2004b: 1558). The study explores aspects of the nature of transformational leadership, as well as the extent to which transformational leadership behaviours and attributes are perceived as being evident among the middle and senior library staff members at the Rhodes University Library. The Full Range Leadership Model (FRLM) provided the framework for this study, and the Team Multifactor Leadership Questionnaire (TMLQ) was adapted and administered (via the Mind Garden Transform Hosting Solution) to all 42 staff members of the Rhodes Library. The data analysis was done based on the collated on the Mind Garden Transform Hosting Solution. Based on the analysis of the data, it was concluded that the RUL leadership team is perceived as being predominantly transformational in nature, but with evidence to suggest that transactional and non-leadership behaviours occur more frequently than are conducive towards innovation. This conclusion is supported by the assessment of the perceptions of leadership outcomes that indicate perceived levels of some ineffectiveness, some dissatisfaction and insufficient extra effort on the side of the leadership team.
Mini Dissertation (MIT)--University of Pretoria, 2017.
Information Science
MIT
Unrestricted

A thesis submitted to the Faculty of Arts in fulfilment of the requirements for the degree of Doctor of Philosophy in the Department of Library and Information Science at the University of Zululand, South Africa, 2015
Knowledge management (KM) is increasingly important for university library management and information services. Libraries have excelled in the management of explicit/tangible/recorded knowledge for many years, however, not as much in the management of tacit/intangible knowledge which is assumed to be more difficult to manage. Information and Communication Technologies (ICT) play a crucial role for knowledge management in the academic libraries. Unfortunately, the knowledge of the role of ICT in KM in university libraries is limited generally, and in Nigeria and South Africa in particular. The purpose of the present study was to explore and examine the use of ICTs as tools for the support of KM in selected academic (university) libraries in Nigeria and South Africa. In accomplishing this, eight research objectives that were guided by nine research questions. Finally, three research hypotheses were examined. The research objectives were: establishing how knowledge management is practised by librarians in academic libraries of Nigeria and South Africa; exploring the available ICT facilities, KM tools, and services that can be used for the support of KM in academic libraries in Nigeria and South Africa; determining the extent to which librarians in Nigerian and South African university libraries utilise ICTs to support KM; investigating strategies that would promote the use of ICTs for the support of KM in academic libraries in Nigeria and South Africa; determining and comparing librarians’ knowledge and ICTs skills for the support of KM in academic libraries in Nigeria and South Africa; finding policies that guide the use of ICTs for the support of KM in academic libraries in Nigeria and South Africa; examining the challenges faced in the use of ICTs for the support of KM in academic libraries in Nigeria and South Africa; and recommending a conceptual model of the use of ICTs for the support of KM in academic libraries in Nigeria and South Africa. The study was informed by positivism and the interpretivism research paradigm. The quantitative (survey) and qualitative (interpretive and content analysis) research methods were employed. The population for the study consisted of all professional librarians in the two countries university libraries. The non-probability sampling, grounded on purposive and convenient/accidental sampling techniques, was used to select 171 professional libraries in the six university libraries. The six university libraries in the two countries were University of Ibadan, Federal University of Technology, Delta State University, University of Zululand, University of KwaZulu-Natal and Durban University of Technology). The six university libraries were selected on the basis of first generation universities and university ranking index in Africa, funding and resourcefulness of the institution (University of Ibadan library and University of KwaZulu-Natal library); Technological universities as practically oriented and the availability of facilities (Federal University of Technology library and Durban University of Technology library); as well as rurally based universities, government-owned and growing institutions (Delta State University library and University of Zululand library). The instruments for data collection used were the questionnaire, interview and observation methods. The professional librarians across the sampled university libraries in Nigeria and South Africa were administered 171 copies of structured questionnaires. While six key informants working in the university libraries in the two countries were interviewed. Observation methods were also used to gather information regarding the university libraries environment, physical structure and location, office space (conduciveness), availability and accessibility of computers and other ICT tools, collections (print and electronic resources), shelving space, size and lighting in the office and attitude of staff towards their work while with them. Of the 171 copies of questionnaires administered among the respondents, 132 (77.2%) were returned. The 132 (77.2%) returned consisted of 77 from university libraries in Nigeria, while 55 came from university libraries in South Africa. The 132 copies of returned questionnaire were subjected to statistical analysis of descriptive and inferential statistics. The findings revealed that knowledge management practices (KMPs) involve all library operations, processes and services. There are variations in ICT and KM tools and services among the sampled university libraries as their level of development is not the same. The most available and accessible ICT and KM tools and services vary in terms of jobs undertaken by librarians from one university library to another. Old technologies such as computers, CD-ROMs, scanners, projectors, telephones, printers, and monitors appeared to be the most available and accessible tools across the selected university libraries in the two countries. South African university libraries were better resourced than the Nigerian university libraries in the sample. The availability and accessibility of ICT and KM tools and services appear to be in greater effect, as librarians were able to use them to carry out library operations and other management functions. The university libraries sampled tend to use updated ICTs/KM tools including smart boards, semantic web-tools, information retrieval tools, database management systems, management systems for electronic documents, and management information systems for improved library and information management of the organizations. The use of these tools became necessary as current practices in information services have equally changed. It was established that various strategies have been used to train and foster innovation and growth in the library organizations. These strategies have affected the university libraries organizational culture, work environment, management support systems, librarians’ knowledge, and access to information. In order for librarians to cope with the emerging knowledge and skills levels in information service requirements in university libraries, continuing education and training is necessary. The main challenges that affected the use of ICTs in supporting KM in the sampled university libraries included: inadequate funding; lack of motivation; lack of infrastructure; the loss of LIS practitioners to other professions; language barriers; and the inability to work independently. However, the inadequacy of professional staff was noticed in all cases. It was found that the role(s), for which ICTs play an indispensible tool, in present day library organizations, cannot be overemphasized. ICTs are used to manage knowledge in diverse ways: acquisition, processing, storage, and dissemination of large volumes of information resources, stored in university libraries’ institutional repositories. It can also be used to access and retrieve knowledge from library websites without the need for a physical visitation to the library building. Different strategies have emerged where social networks are used to promote library products and services. Library professionals have equally shifted from being custodians of information and knowledge to facilitators of library resources and services through the attendance of workshops, seminars and conferences. The exposure to workshops, seminars and conferences has enabled librarians to be more knowledgeable and skilled in managing knowledge through the use of ICT tools in the university libraries that were sampled. The study concluded that, knowledge management practices in the academic libraries are diverse, and include the management of both tacit (apprenticeship and mentoring and mentoring of information service providers and training of the library users for effective information access and use, particularly academics who produce new knowledge) and explicit knowledge. ICTs play a major role in the KM activities and processes but re-skilling of both information service providers and the library users is essential at all times in order to counter the rapid changes in information access, service and use of the environment. The challenges that are highlighted in the current study are largely known, however, should be handled boldly and with more immediacy than before. The study recommends the need to create more awareness of KMPs among librarians in academic libraries. The acquisition of new ICTs and KM tools for better access and use of information services should also be intensified. Staff development through formal, informal and continuing education should be supported. The work of university committees that are charged with coordinating, monitoring and evaluating library services should enable the improvement of the library services. The LIS schools have to step up LIS education to meet the current information service requirements in their curriculum. The management body of academic libraries should set up staff member committee to review and evaluate ICT policies on regular basis to meet their demand. Relevant library stakeholders should be involved in KM activities of the library where such bodies do not exist. TAM should be considered for informing ICT access and use for KM in the academic libraries.
Nigerian Tertiary Education Trust Fund (TETFUND)

This study examines the impact of the advent of e-books on collection development and acquisition in Irish university libraries. Semi-structured interviews with informants working as acquisition librarians, sub-librarians and collection management librarians were conducted to investigate their experiences and perceptions of e-book acquisition and collection management. This study provides a look at these issues from the perspective of diffusion of innovation and change management theories. The study found that librarians face challenges in setting new collection development policies, acquiring new skills and adjusting to new workflows and extra workloads. The study also revealed that the most fundamental problems librarians face in acquiring e-books are the low availability of e-textbooks, the heavy VAT on e-books as well as a lack of “one-stop-shop” opportunities. There were also worries expressed about the future of academic libraries in the e-book acquisition process. Despite the challenges, academic librarians were very positive towards the resulting changes and innovations.
Program: Masterprogram: Biblioteks- och informationsvetenskap, Digitala bibliotek och informationstjänster

[English abstract] The procedures by which library collections can be evaluated are quite diverse, and some are rather complex. The Cantor Set Theory is applied with a structuralist approach as a methodological aid to decision-making about the collections development. The methodology suggested here makes use of local holdings information based on an evaluative study of the Spanish university library collections.

Collection development in academic libraries is going through technology-driven changes relating to the new information technologies ,e.g. -Electronic databases, the Internet and CD-ROM's, joint published materials and audio-visual resources. Libraries are also facing declining budgets and spiralling costs. This research project looked closely at what collection development is and the impact it has on service rendering to undergraduates at the University of the Western Cape. It is also aimed at establishing if the librarians that formulate these policies understand what they (Collection Development Policies) are, and what they should entail.

Thesis (Ed.D.)--Teachers Colloge, Columbia University, 1992.
Includes tables. Typescript; issued also on microfilm. Sponsor: Jack Mezirow. Dissertation Committee: Elizabeth Kassl. Includes bibliographical references (leaves 338-355).

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A avaliação de um determinado ramo do conhecimento, propicia dignificar o saber quando métodos confiáveis e sistemáticos são utilizados para mostrar à sociedade como tal saber vem se desenvolvendo e de que maneira tem contribuído para resolver os problemas que se apresentam dentro de sua área de abrangência. No contexto da avaliação institucional podem ser observadas questões múltiplas como de estrutura, de organização e funcionamento, e de expectativas, mas, sobretudo, a construção do conhecimento. Os sistemas de informação em bibliotecas estabelecem, nos seus processos de medição, dados que retratam sua evolução histórica, com o intuito de quantificar seu desempenho e produtividade; porém, não vinculam uma relação dos resultados obtidos ao planejamento estratégico e, consequentemente, aos objetivos de qualidade da organização, os quais poderiam oferecer parâmetros de análise sobre o que se está medindo, para que se mede e porque se mede. Nem tampouco estabelecem índices, tais como: de resultado, de impacto, de desenvolvimento, os quais poderiam demonstrar a expansão de suas potencialidades. Como objetivo geral a pesquisa propôs a criação de índice de desenvolvimento para as bibliotecas universitárias brasileiras (IDBU) a partir da análise da literatura sobre indicadores. Propôs, ainda, como objetivos específicos: identificar a tipologia de indicadores de acordo com os processos de uso da informação: construção de significado, construção do conhecimento e tomada de decisões, através de benchmarking internacional e análises comparativas; testar a hipótese e os indicadores utilizados nos sistemas de medição e monitoramento das bibliotecas universitárias; criar algoritmo para composição do IDBU; propor um índice de desenvolvimento para bibliotecas universitárias. Os procedimentos metodológicos propostos são de natureza qualiquantitativa, sendo do tipo descritiva exploratória, aplicando-se como método o "Modelo Interpretativo de Análise" (MIA), desenvolvido por Marteleto (2000) e a Análise de Redes Sociais (ARS) do autor J. David Johnson (2011). Os instrumentos utilizados para coleta e tratamento dos dados foram o Software Estatístico Minitab; Software de Análise de Redes Sociais UCINET e Fontes de Pesquisa. A presente pesquisa obteve como resultados a análise do comportamento da literatura sobre os indicadores para bibliotecas universitárias; proposição da metodologia, representação matemática, fórmula, elaboração de diagrama de composição do IDBU e criação do índice de desenvolvimento de bibliotecas universitárias, propriamente dito, assim como a construção de Repositório Temático sobre o assunto, disponível na Web.
The evaluation of a particular branch of knowledge, provides dignify know when reliable and systematic methods are used to show the society as such knowledge is developing and how has contributed to solving the problems that arise in their area. The institutional evaluation context can be seen multiple issues such as structure, organization and operation, and expectations, but above all the construction of knowledge. Information systems in libraries shall include in its measurement process, data reflecting its historical evolution, in order to quantify their performance and productivity; however, they do not bind a list of results of the strategic planning and, consequently, the quality objectives of the organization, which could offer analysis parameters about what is being measured, that is measured and why it is measured. Not establish indices, such as the result of impact of development, which could demonstrate the expansion of its capabilities. The general objective of the research proposes the creation of development index for Brazilian university libraries from the literature analysis of indicators. It proposed moreover the following objectives: identify the type of indicators according to the use of information processes: construction of meaning, knowledge building and decision-making through international benchmarking and comparative analyzes; test the hypothesis and the indicators used in measuring and monitoring systems of university libraries; create algorithm for composition of IDBU; propose a development index for university libraries. The proposed methodological procedures are quantitative qualitative nature, being of exploratory descriptive, applying as a method to "Interpretive Model Analysis" (MIA) developed by Marteleto (2000) and the Social Network Analysis (SNA) the author Johnson (2011). The instruments used for the collection and processing of data were the Statistical Software Minitab; Software Social Network Analysis and Research UCINET sources. This research had as results the analysis of the literature on behavioral indicators for university libraries; proposition of the methodology, mathematical representation, formula, preparing IDBU composition diagram and the creation of university libraries development index, itself, as well as the construction of the Theme Repository on the subject, available on the Web.

The present master thesis is an exploratory qualitative study in academic libraries regarding the transition from the integrated library systems to the next generation integrated library systems or library services platforms and the potential implications in their internal workflows. Nowadays, libraries all over the world are facing up with a number of challenges in terms of acquiring, describing and making available to the public all the resources, both printed and electronic, they manage. In particular, the academic libraries have more reasons to wish to fulfill their users’ needs since the majority of them use the library sources more and more for scientific research and educational purposes.In this study we attempt to explore the phenomenon in the globe using the available literature and to identify the implications in libraries’ workflows and the possible future developments. Moreover, through observation and semi-structured interviews we try to identify the current developments in the Greek context regarding the adoption of next ILS and possible implications in their workflows. Finally, we attempt a comparison between the Greek situation and the international one.

Includes bibliographical references (leaves 183-205).
This study investigated the perceptions of academic librarians, managers of consortia, users of digital content, and rights holders whether licensing agreements effectively inhibit access to digital content and whether there is a need to establish an equivalent to the fair dealing exemption in the digital environment. The protection that is accorded to digital content is complex. An empirical survey based on qualitative method was conducted in 2003 - 2004 in the Western Cape Province, South Africa, to examine whether licences inhibit access to digital content and whether an equivalent to the fair dealing exemption was necessary in the digital environment. Methodology used in the survey consisted of interviews from structured questions. Using grounded theory, certain perceptions and misconceptions were found in the interview responses. Thereafter it was possible to suggest that the debate as to whether licences inhibit access to digital content and whether an equivalent to the fair dealing exemption is needed in the digital environment is perhaps inconclusive. However, it is proposed that as licences theoretically inhibit access to digital content, it may be necessary for an equivalent to the fair dealing exemption to be instituted to balance the rights of rights holders with those of consumers of digital content. The new fair dealing exemption would be able to theoretically balance the alleged inhibition caused by licensing agreements.

Academic libraries are not immune to conflict; various important external and internal factors underlie conflict. Change, both external and internal, leads to interpersonal conflict amongst librarians which is caused by differing goals, policies, rules and decisions. Technology has been the major change in the digital era and academic libraries embarking on meeting the needs of the users have to manage change. It is important to understand how change evolves in order to manage it and the faster the change, the more conflict can be expected. The main purpose of this study is to investigate change and conflict in library and information services. The study collected data from two selected academic libraries - Fort Hare and Walter Sisulu. The reason for this choice is that the two libraries are from the Eastern Border region and strategically located to serve the deep rural and poverty-stricken communities. Both libraries are from merged institutions, under-developed and faced with change and conflict. Data was gathered by means of a literature study and face-to-face, semi-structured interviews with six participants in each library: two librarians in senior, two middle management and two librarians occupying lower level positions. Purposive sampling was used to select participants who fit the criteria and who could contribute to the study. The findings reveal that library staff experience stress and conflict because of external and internal factors of change impacting the academic environment. The study generated important findings which are capable of guiding academic library management on how to manage change effectively in the „new‟ electronic environment. The findings show that understanding conflict also equips management with strategies and techniques to manage conflict effectively. This study offers valuable insights into the lived conflict experiences and perceptions of librarians and sheds much light on the role of conflict management in these environments. This study will contribute to the management of conflict in information services in university libraries and will be an innovative application of conflict theory to the library discipline.

This study focuses on the use of information resources and communication technologies, both traditional and electronic, by academic library directors. The purpose is to improve understanding of managerial behavior when using information resources and communication technologies within a shared information environment. Taylor's concept of an information use environment is used to capture the elements associated with information use and communication within the context of decision-making styles, managerial roles, organizational environments, and professional communities. This qualitative study uses interviews, observations, questionnaires, and documents. Library directors participating in the study are from doctoral-degree granting universities in the southwestern United States. Data collection involved on-site observations with a PDA (personal digital assistant), structured interviews with library directors and their administrative assistants, the Decision Style Inventory, and a questionnaire based on Mintzberg's managerial roles. Findings show the existence of a continuum in managerial activities between an Administrator and an Administrator/Academic as critical to understanding information use and communication patterns among library directors. There is a gap between self-perception of managerial activities and actual performance, a finding that would not have surfaced without the use of multiple methods. Other findings include the need for a technical ombudsman, a managerial-level position reporting to the library director; the importance of information management as an administrative responsibility; the importance of trust when evaluating information; and the importance of integrating information and communication across formats, time, and managerial activities.

Tinkamas žinių ir informacijos organizavimas bei valdymas šiandieninėje žinių ekonomikos visuomenėje pripažįstama kaip pagrindinis valstybės, organizacijos ir kiekvieno individo klestėjimo bei gerovės garantas. Aukštojo mokslo institucijos biblioteka (disertacijoje – akademinė biblioteka) žinių ekonomikos visuomenėje išlieka viena iš svarbiausių grandžių informacinio aprūpinimo infrastruktūroje. Pažymėtinas išskirtinis akademinės bibliotekos vaidmuo universitetinių žinių kūrimo ir ypač sklaidos procesuose. Visa tai skatina suformuluoti akademinių bibliotekų vystymosi kryptis įvertinant šias bibliotekas vadybiniu požiūriu. Ginamoje disertacijoje ištirtas akademinių bibliotekų vaidmuo žinių visuomenėje, šių bibliotekų kaip organizacijų samprata bei ypatybės, analizuojama šių bibliotekų strateginio valdymo patirtis. Pažangiausių pasaulio akademinių bibliotekų vystymosi tendencijų kontekste suformuluotos pagrindinės šių bibliotekų vystymosi strateginės kryptys, sukurtas akademinės bibliotekos vystymosi strateginių krypčių žinių visuomenėje teorinis modelis ir ištirtos šio modelio įgyvendinimo Lietuvos akademinėse bibliotekose galimybės. Modelio įgyvendinimo Lietuvos akademinėse bibliotekose galimybių tyrimas išryškino potencialias kliūtis, modernizuojant šias bibliotekas, ir svarbiausias aplinkybes, galinčias turėti įtakos tokio modelio įgyvendinimui. Apibendrinus teorinę ir empirinio tyrimo medžiagą suformuluotos išvados ir rekomendacijos. Teorinė akademinių bibliotekų... [toliau žr. visą tekstą]
Because knowledge and information are becoming the vital resources, appropriate organization and management of them is considered to be the guaranty of the welfare of every state, organization and individual. There could be recognized the stronger attention to institutions that are traditionally related to knowledge and information. Because of the growing strategic importance of information and communication technologies in modern organisations, academic libraries remain a significant unit in the institutions of higher education. The theoretical outline of the importance of academic library strategy in the knowledge society in this dissertation is disclosed by exposing the concept of these libraries as organisations, introducing the concept of the evolution of strategy of these libraries, and evaluating changes taking place in the world’s academic libraries. The dissertation introduces a theoretical model of the strategic directions of the academic library developed in the dissertation. This model is proposed by the author of the dissertation as a possible one for the development of academic libraries in Lithuania. The analysis of the possibilities of implementing the designed model in Lithuanian academic library performance accomplished in the dissertation highlights possible obstacles to the modernization of these libraries and the most important and influential circumstances for implementing the model in Lithuanian academic libraries. Analysis of scientific literature, the... [to full text]

Der Bedarf an unselbständiger Literatur hat sich, auch durch die Etablierung der Online-Form, verändert und vergrößert. Aktuelle Versuche dem umfassenden Bedarf des wissenschaftlichen Lesers durch Paketlizenzierung von Subskriptionszeitschriften und Bündelung der Interessen in Konsortien zu begegnen, sind nicht ausreichend. Die Open-Access(OA)-Initiative, mit dem Konzept der freien Veröffentlichung von wissenschaftlichen Publikationen, sollte hier die Lösung sein. Vor diesem Hintergrund wird in der vorliegenden Arbeit geprüft, inwiefern deutsche Wissenschaftliche Bibliotheken OA-Publikationen im Angebot des Zeitschriftenmanagement berücksichtigen. Wesentlicher Gegenstand zur Beantwortung der Forschungsfrage sind die Ergebnisse einer weltweiten Online-Befragung von 358 Mitarbeitern des Zeitschriftenmanagements sowie 18 Verlagsvertretern. Diese erfolgt nach theoretischer Analyse des Marktes der wissenschaftlichen Subskriptionszeitschriften und des (Nullpreis-)Marktes von OA-Publikationen sowie der Strukturen des Zeitschriftenmanagements und der OA-Initiative. Passivität und Unsicherheit prägen im Ergebnis den Umgang von OA-Publikationen im Zeitschriftenmanagement, vor allem in Deutschland. Jedoch wirkt das universitäre Umfeld allgemein und besonders in Nordamerika und Großbritannien deutlich förderlich. Jedoch wird deutlich, dass OA kein Geld spart, sondern die Zugangsentscheidung an Autoren verschiebt, während die Übernahme der finanziellen Verantwortung (noch) unklar bleibt. Um eine umfassende Bedarfsdeckung zu erreichen, sind OA-Publikationen notwendig wie sinnvoll. Für eine weitere Berücksichtigung im Zeitschriftenmanagement Wissenschaftlicher Bibliotheken müsste sowohl dezidierter auf die Publikationskulturen der einzelnen Fachgebiete eingegangen sowie auch interne und einrichtungsübergreifende Prozesse und Standards geschaffen werden.
The need for academic journals and articles changed and increased, amongst other things, due to the successful establishment of online editions. Current attempts to meet the extensive need of the academic reader with bundling journals in packets and interest in consortia, are insufficient. The Open Access (OA) initiative with the concept of free academic publications should have been the solution to the financial limits of the libraries. Given this context the present study identifies if and how German academic libraries consider OA publications in their journal management. One of the key items to answer this research question is the comparative evaluation of a worldwide online survey with 358 library journal managers and 18 representatives of academic publishers. This survey was developed on the basis of a theoretical analysis of the market of academic subscription journals and the (‘zero price’) market of OA publications as well as the structures of journal management and the OA initiative. The key finding of this study are that passivity and uncertainty characterize the handling of OA publications in journal management, especially in Germany. On the other hand university environments in general and particularly in North America and Great Britain are supportive. The gaps in literature supply from readers’ perspective seem not to be big enough to change the established structures interdisciplinary. In addition, it is evident that OA doesn’t save money at all. OA is just switching the access decision from libraries to authors, while the assumption of the financial responsibility stays unclear. OA publications are necessary and useful to satisfy the needs of the academic readers. But for an ongoing consideration in journal management, academic libraries have to analyze the publication culture of the subject disciplines in more detail while at the same time create internal and inter-institutional processes and structures.

Tese de Doutoramento em Biblioteconomia y Documentación apresentada à Universidade de Salamanca sob a orientação do Professor Doutor D. José Antonio Frías Montoya
O estudo da avaliação da qualidade de serviço em bibliotecas universitárias tem conhecido grande interesse no seio da Biblioteconomia e Documentação. A preocupação prende-se com a importância para os profissionais da informação de serem capazes de avaliar o serviço que é prestado do ponto de vista do utilizador, de forma a mobilizar recursos, planear novos serviços e gerar soluções face às necessidades pressentidas. Para avaliar a qualidade de serviço no contexto das bibliotecas universitárias, torna-se necessário, antes de mais, compreender os elementos da qualidade de serviço e a interacção destes elementos na perspectiva do utilizador. Pretendemos analisar o modo como os utilizadores potenciais de uma biblioteca universitária avaliam a qualidade dos serviços prestados. O ponto de partida da problemática do nosso estudo procurou responder a duas questões: - Quais as dimensões que os utilizadores potenciais elegem para avaliar a qualidade de serviço de uma biblioteca universitária? - Quais as dimensões da qualidade de uma biblioteca universitária com impacto na qualidade global percebida pelos utilizadores? Os objectivos gerais do estudo foram em primeiro lugar: (a) construir uma escala para medir a qualidade de serviço prestado por uma biblioteca universitária, segundo a percepção dos seus utilizadores; (b) testar a dimensionalidade da escala; e (c) por último, identificar, por um lado, quais os atributos considerados relevantes pelos utilizadores na percepção da qualidade global dos serviços de uma biblioteca universitária e, por outro lado, de que modo é avaliada a qualidade desses serviços e quais as variáveis diferenciais que os caracterizam. O estudo envolveu várias fases: (a) foram recolhidos itens na literatura; (b) realizaram-se sete grupos de discussão com estudantes e docentes; (c) elaborou-se um questionário contendo 29 itens; (d) estudo piloto para obter a versão final da escala; e (e) validação do instrumento de avaliação. Um segundo objectivo centrou-se na análise da influência das variáveis frequência e tempo de utilização dos serviços na avaliação da qualidade por parte dos utilizadores, seguido de uma análise das características sócio-demográficas dos estudantes e sua influência na avaliação da qualidade de serviço. Como terceiro objectivo, pretendemos analisar o modo como a perspectiva do utilizador diferencia os professores dos alunos na qualidade de serviço percebida. Por último, efectuámos a análise do modo como as dimensões da qualidade de serviço afectam a qualidade global percebida. Participaram no estudo 594 utilizadores potenciais, constituídos por estudantes e professores de uma instituição universitária da região de Lisboa, em Portugal. Obteve-se uma estrutura factorial de cinco dimensões: relacionamento directo com o utilizador, colecções, novas tecnologias, acesso e fiabilidade. Os estudos de validação comprovaram as boas propriedades psicométricas da escala e a sua respectiva multidimensionalidade. Os resultados obtidos sugerem que os utilizadores com uma frequência média e alta de utilização dos serviços avaliam as duas dimensões, Relacionamento com o Utilizador e Acesso, de forma mais positiva, do que os utilizadores com baixa utilização. Os resultados sugerem, ainda, que os utilizadores com um tempo de utilização média e alta dos serviços avaliam a dimensão da qualidade de serviço Relacionamento com o Utilizador e Qualidade Global mais positivamente que os utilizadores que tem um menor tempo de utilização. Enquanto na dimensão Colecções, os utilizadores com um tempo de utilização médio avaliam de forma mais positiva face aos utilizadores com mais tempo de utilização dos serviços. Relativamente ao segundo objectivo verificou-se que os efeitos do género traduzem-se numa percepção diferenciada mais positiva na dimensão Relacionamento por parte dos estudantes masculinos face aos estudantes femininos. Os grupos de idade dos estudantes introduzem diferenças sobre a percepção da qualidade de serviço, os estudantes mais jovens diferenciam-se mais positivamente nas dimensões Colecções e Novas Tecnologias face aos outros dois grupos de idade; o inverso ocorre na dimensão Relacionamento e na Qualidade Global. No tocante ao curso dos estudantes, encontrámos diferenças significativas na dimensão Acesso entre os cursos de Psicologia e Reabilitação com uma avaliação mais positiva face ao curso Desenvolvimento Comunitário. Verifica-se, ainda, que o ciclo de estudos dos estudantes, na dimensão Relacionamento apresenta uma diferença significativa entre os estudantes do ciclo pós -graduado face ao ciclo inicial. Por último, os resultados do ano de curso, assinalam uma menor avaliação da qualidade de serviço percebida por parte dos estudantes que frequentam o 5º ano, nas dimensões Novas Tecnologias e Qualidade Global, em relação aos colegas do 4º, 3º, 2º, 1º anos de curso; os estudantes do 5º ano diferenciam-se também nas dimensões: Fiabilidade, face aos do 4º ano, e Relacionamento com o Utilizador, face aos do 1º ano. No âmbito da perspectiva do utilizador, os resultados mostraram que os professores, em comparação com os estudantes, apresentam uma percepção mais favorável em v relação às dimensões Relacionamento com Utilizador, Novas Tecnologias, Acesso, Fiabilidade e na Qualidade Global. Os resultados obtidos no modelo de relações, testado através de modelos de equações estruturais, sugerem que a Qualidade Global percebida é predominantemente afectada pelas dimensões da qualidade de serviço: Relacionamento com o Utilizador e Colecções. Os resultados obtidos parecem permitir um conjunto de acções no quadro da gestão da qualidade a tomar pelos responsáveis da unidade de informação, no sentido da melhoria da qualidade de serviço de acordo com as cinco dimensões assinaladas, tendo como dimensões nucleares : Relacionamento com o Utilizador e as Colecções. [EN] The evaluation study of the quality of service in academic libraries has seen great interest in the Library and Documentation fields. The concern relates to the importance for information professionals to be able to evaluate the service that is provided from the point of view of the user, in order to mobilize resources, to plan new services and to generate solutions to the needs envisioned. To evaluate the quality of service in the context of the academic libraries, first of all it is necessary to understand the quality of service elements and the interaction of these elements in the user perspective. We intend to examine how potential users in an academic library evaluate the quality of services provided. The starting point of our study should answer these two questions: - Which are the dimensions that potential users elect to evaluate the quality of service of an academic library? - Which are the quality dimensions of an academic library with impact on the overall quality perceived by users? The main goals of the study were in the first place: (a) to build a scale to measure the quality of service provided by an academic library as perceived by its users, (b) to test the scale dimensionality, and (c) finally to identify, first, which are the attributes that users considered relevant for the quality perception of the services of an academic library and, on the other hand, how is it evaluated the quality of these services and which are the differential variables that characterize them. This study involved several phases: (a) we collected items in the literature, (b) we held seven focus groups with students and teachers, (c) we developed a questionnaire containing 29 items, (d) a pilot study was made for the final version of the scale, finalizing with (e) the validation of the evaluation instrument. A second goal focused on the analysis of the influence of the variables frequency and duration when the users are using services evaluated by their quality, followed by an analysis of socio-demographic characteristics of students and their influence on the evaluation of quality of service. As a third goal, we intend to examine how the user's perspective differentiates teachers to students when they perceived quality of service. Finally, we conducted an analysis of how the dimensions of quality of service affect the perceived overall quality. The study involved 594 potential users, consisting of students and teachers from an university of Lisbon, Portugal. We had a factorial structure of five dimensions: direct relationship with the user, collections, new technologies, access and reliability. Validation studies have shown good psychometric properties of their respective scale and multidimensionality. The results suggest that users with a medium and high frequency of use of services evaluate the two dimensions, Relationship with the User and Access, more positively than users with low utilization. The results also suggest that users with a time of high and medium use of services evaluate more positively the quality dimension of service Relationship with the User and Global Quality that users who have a shorter duration of use. In the dimension Collections, users with a medium use of services evaluate more positively comparing with the users with high use of services. It was found, for the second goal, that the gender effects translated into a different and positive perception by male students in Relationship dimension comparing with the female students. The age groups of students introduce differences in the perception of quality of service; the younger students differentiate themselves more positively on dimensions Collections and New Technologies compared with the other two age groups; the opposite occurs in the Relationship and Global Quality dimensions. Analyzing the students’ course, we found significant differences in Access dimension between the Psychology and Rehabilitation courses with a more positive evaluation facing the Community Development course. In Relationship dimension, the studies cycle presents a significant difference between the postgraduate students compared to the initial cycle students. Finally, in dimensions New Technologies and Global Quality the results of years of course indicate a lower evaluation of quality of service perceived by the students who attend the 5th year comparing with the 4th, 3rd, 2nd, and 1st year course students; the students of 5th year also differ in two dimensions: Reliability, compared to the fourth grade, and Relationship with the User, compared to the 1st year. Under the user perspective, and comparing with the students, the results showed that teachers present a more favorable perception regarding the dimensions Relationship with the User, New Technologies, Access, Reliability and Global Quality. The results produced by the model of relations, tested through structural equation models, suggest that the Global Quality is predominantly affected by the dimensions of quality of service: Relationship with the User and Collections. The results seem to allow a set of actions within the quality management framework to be taken by the responsible of the information unit in the sense of improving the quality of service and according to the five dimensions indicated, with the nuclear dimensions: Relationship with the User and Collections. [ES] El estudio de la evaluación de la calidad de servicios en bibliotecas universitarias ha conocido un gran interés en el seno de la biblioteconomía y documentación. La preocupación radica en la importancia para los profesionales de la información de ser capaces de evaluar el servicio que es prestado desde el punto de vista del usuario, de forma a movilizar recursos, planear nuevos servicios y a generar soluciones a las necesidades presentidas. Para evaluar la calidad del servicio en el contexto de las bibliotecas universitarias, se hace necesario antes de nada, comprender los elementos de la calidad de servicio y la interacción de estos elementos en la perspectiva del usuario. Pretendemos analizar el modo de cómo los utilizadores potenciales de una biblioteca universitaria evalúan la calidad de los servicios prestados. El punto de partida de la problemática de nuestro estudio intentó responder a dos cuestiones: -¿Cuáles son las dimensiones que los usuarios potenciales eligen para evaluar la calidad de servicios de una biblioteca universitaria? -¿Cuáles son las dimensiones de la calidad de una biblioteca universitaria con impacto en la calidad global observada por los usuarios? Los objectivos generales del estudio fueron en primer lugar: (a) construcción de una escala para medir la calidad de los servicios prestados por una biblioteca universitaria, según la percepción de los usuarios; (b) testar la dimensionalidad de la escala; y (c) por último, identificar por un lado, cuales son los atributos considerados relevantes por los usuarios en la percepción de la calidad global de los servicios de una biblioteca universitaria, y por otro lado, de qué modo es evaluada la calidad de esos servicios y cuales son las variables diferenciales que lo caracterizan. El estudio englobó varias fases: (a) fueron recogidos varios ítens en la literatura; (b) se realizaron siete grupos de discusión con estudiantes y profesores; (c) se elaboró un cuestionario conteniendo 29 ítens; (d) estudio piloto para obtener la versión final de la escala; y (e) validación del instrumento de evaluación. Un segundo objetivo se centró en el análisis de las variables frecuencia y tiempo de utilización de los servicios en la evaluación de la calidad por parte de los usuarios, seguido de un análisis de las características sociodemográficas de los estudiantes y su influencia en la evaluación de la calidad de los servicios. Como tercer objetivo pretendemos analizar el modo de cómo la perspectiva del usuario diferencia los profesores de los alumnos en la calidad de servicios recibida. Por último, efectuamos el análisis del modo de cómo las dimensiones de la calidad de servicios afectan a la calidad global percibida. Participaron en el estudio 594 usuarios potenciales, constituidos por estudiantes y profesores de una institución universitaria de la región de Lisboa en Portugal. Se obtuvo una estructura factorial de cinco dimensiones: Relación directa con el usuario, Colecciones, Nuevas Tecnologías, Acceso y Fiabilidad. Los estudios de validación demostraron las buenas propiedades psicométricas de la escala y su respectiva multidimensionalidad. Los resultados obtenidos sugieren que los usuarios con una frecuencia media y alta de utilización de los servicios, evalúan las dos dimensiones: Relación con el usuario y Acceso, de forma más positiva que los usuarios con baja utilización. Los resultados sugieren, todavía, que los usuarios con un tiempo de utilización medio y alto de los servicios evalúan la dimensión de la calidad de servicios Relación con el usuario y la Calidad Global, más positiva que los usuarios que tienen un menor tiempo de utilización. En cuanto en la dimensión Colecciones, los usuarios con un tiempo de utilización medio evalúan de forma más positiva frente a los usuarios con más tiempo de utilización de los servicios. Relativamente al segundo objetivo, se verificó que los efectos del género se traducen en una percepción diferenciada más positiva en la dimensión Relación con el usuario por parte de los estudiantes masculinos frente a los estudiantes femeninos. Los grupos de edad de los estudiantes introducen diferencias sobre la percepción de la calidad del servicio, los estudiantes más jóvenes se diferencian más positivamente en las dimensiones Colecciones y Nuevas Tecnologías frente a los otros dos grupos de edad; ocurre lo contrario en la dimensión Relación y en la Calidad Global. En lo relativo al curso de los estudiantes, encontramos diferencias significativas en la dimensión Acceso entre el curso de Psicología y Rehabilitación más positiva frente al curso de Desarrollo Comunitario. Se verifica aún, que el ciclo de estudios de los estudiantes, en la dimensión Relación presenta una diferencia significativa entre los estudiantes del ciclo de post-graduación frente al ciclo inicial. Por último, los resultados del año de curso, sugieren una menor sensibilidad perceptiva, por parte de los estudiantes que asisten al 5º año, en las dimensiones Nuevas Tecnologías y Calidad Global, en relación a los compañeros del 4º, 3º, 1º y 2º años del curso, así como en las dimensiones Fiabilidad (4º año) y Relación con el usuario (1º año). •ix Los resultados mostraron que los profesores en comparación con los estudiantes presentan una percepción más favorable en relación a las dimensiones Relación con el usuario, Nuevas Tecnologías, Acceso, Fiabilidad y en la Calidad Global. Los resultados obtenidos en el modelo de relaciones, testado a través de modelos de ecuaciones estructurales, sugieren que la Calidad Global percibida es predominantemente afectada por las dimensiones de la calidad del servicio: Relación con el usuario y Colecciones. En la posesión de los datos recogidos y de su respectivo análisis, servirían para indicar las acciones a tomar por los responsables de la unidad de información en el sentido de mejora de la calidad de servicios teniendo en línea de cuenta las cinco dimensiones señaladas, siendo como dimensiones nucleares: relación con los usuarios y las colecciones.

碩士
淡江大學
資訊與圖書館學系碩士班
104
Providing information services is the first and the most important role for libraries. Thus user services are highly regarded. To improve service quality and customer satisfacion, proper approaches should be taken to face the changing time. With the development and advancement of Industry quality managemet, academic institutions also pay more attention on their service quality. To aquire ISO 9001 quality management certificate and to adopt Total Quality Management (TQM) are the best ways to achieve this goal. Libraries in Taiwan have been introducing these quality management systems recently, and hope to indeed improve their service quality. Training courses in TQM will be an effective way to integrate quality into all aspects of organizations. However, the courses are diversified and complicated. This thesis focus on which training courses are most effective to promote TQM in academic libraries and how to rate these courses. This study takes purposive sampling to choose objects. 26 librarians employed in 4 libraries obtained National Quality Award or had already adopted TQM are chosen. These sampling objects have worked in these libraries for more than one year, and participated physically in the operation of TQM. Two procedures are taken as following: 1. Six categories of contining education about introducing TQM in academic libraries are identified according literature review and analysis. 33 training courses about TQM in business and libraries are categorized in advance. 2. Semi-structured questionnaire was designed to find out what kind of training courses are more perfect to implement in academic libraries. 3. Using card sorting to rate the importance of these TQM training courses in academic libraries. The sampling objects are divided into 3 groups to discuss their needs for training courses, rate importance, and analysis the reason to their differences. A. The needs for all objects are: 1. Market and customer orientation and needs. 2. Quality value and conception promotion. 3. Problems discovery, solution, improvement, and prevention. 4. Development human resources and cooperation relationship within team. 5. Measurement and statistic related data for strategy reference. 6. Tools for quality management and improvement of procedures. B. The needs for the sampling objects of those libraries acquired National Quality Award are: 1. Market and customer orientation and needs. 2. Quality value and conception promotion. 3. Problems discovery, solution, improvement, and prevention. 3. Development human resources and cooperation relationship within team. 4. Tools for quality management and improvement of procedures. 5. Measurement and statistic related data for strategy reference. C. The needs for the sampling objects of those libraries not yet applying for National Quality Award are: 1. Market and customer orientation and needs. 2. Quality value and conception promotion. 3. Problems discovery, solution, improvement, and prevention. 4. Development human resources and cooperation relationship within team. 5. Tools for quality management and improvement of procedures. 6. Measurement and statistic related data for strategy reference. The findings to these differences above are: libraries acquired National Quality Award usually introduce TQM with their universities. They have implemented TQM for a long time, not only in the libraries themselves, but the whole universities. They need to consider how to mix their quality management together. Meanwhile, they need to work very hard to achieve the standards of National Quality Award and get peers'' identification. Therefore, their experiences lead them more familiar with TQM. Most libraries not yet applying National Quality Award just started to carry out TQM in a preliminary stage.

A common theme emerging in the library world today is that quality service in the library and information center is dependent on the quality performance of personnel. Prior to conducting performance appraisals, managers need to ascertain the core performance criteria for quality service provision. This study is important because academic libraries are undergoing radical changes with an emphasis on accountability. In particular, South African tertiary education is faced with dwindling resources and an increased emphasis on accountability. There appears to be no formal or informal guidelines for appraising the value of subject librarians performing information services in KwaZulu-Natal academic libraries. It is this problem which this study addressed. The problem investigated in this study is located in the following KwaZulu-Natal academic libraries: Durban Institute of Technology (DIT), Mangosuthu Technikon (Mantech), University of Durban-Westville (UDW) , University of Natal, Durban (UND) and University of NataL, Pietermaritzburg (UNP) and the University of Zululand (UniZul). The purpose of the study was to emphasize the importance of performance appraisals for subject librarians employed in KwaZulu-Natal academic libraries and develop initial guidelines for performance appraisals for subject librarians. The scope of this study is placed within the library human resource management perspective and deals with developing and training librarians for enhanced service delivery within the above tertiary institutions. Thirty nine subject librarians (from a total of forty three) were surveyed by means of a self administered questionnaire which was distributed via e-mail. The study was able to establish the important aspects of performance appraisal for subject librarians from the literature review, and to make recommendations in respect of developing guidelines for appraising subject librarians in academic libraries. An initial guideline for conducting performance appraisal for subject librarians in KwaZulu-Natal will consist of appraising job tasks, key performance areas (KPAs), determining the relevant competencies, skills and behaviour traits. The major findings of the study were that there appears to be generally a lack of commitment to performance appraisal in KwaZulu-Natal academic libraries. A large majority of the respondents indicated that their libraries did not have guidelines for performance appraisals of subject librarians. The important aspects of performance appraisal for subject librarians were identified in the study. Key performance areas (KPAs) for subject librarians comprised of reference services, instruction and teaching, management and organisation. The competencies included knowledge of the total information environment as well as customer services. The majority of the respondents indicated that patron surveys were the most important indicator of performance of subject librarians in KwaZulu-Natal academic libraries.
Thesis (M.I.S.)-University of KwaZulu-Natal, Pietermaritzburg, 2004.

D.Phil.
The dependancy of academic information services on information technology is growing, particularly as information technology is the primary infrastructure of a digital library . This is compounded by the fast changing/developing nature of information technology and the trend towards digitisation. The changing nature of information technology contributes to the need to manage it. The focus of this thesis is on the management of information technology with specific reference to the changing nature of this resource. The problem addressed is: What is the most effective way (model) of managing changing information technology in academic information services and how can the disciplines of the management of change and the management of technology be used to find such a way? To solve this problem and to find a suitable model with which to manage information technology the management of change as well the management of technology was studied. In doing so 11 variables (which should be included in a management model) were distilled from the literature. Directors of academic information services in the South African tertiary sector were approached to rank the variables, an exercise that indicated the more important variables in the South African context. The ranking was as follows: Vision of the role of information technology in the enterprise Integrated strategic information technology and business plans of the enterprise Environmental scanning Available resources in the enterprise Centralised management responsibility Information technology standards and architecture Technological forecasting Market analysis The human aspect with reference to mankind's influence on and use of technology Evaluation of the information technology Risk assessment. Of these 11 variables, the first six were identified as key criteria. When existing information technology models were evaluated, these key criteria were used as the most important measures of effectiveness. However, attempts to find a suitable existing model that accommodates all six key criteria were unsuccessful. Equally, the effort to find a model which could be adapted to meet the criteria, was unproductive, though an effort was made to enhance the most promising model. In the process it has also been established that there are additional measures to which a successful model must comply. The development of a new model was embarked upon with success. The development of the model was done in two stages. The first effort was limited to the six key variables, while it was expanded in the second attempt to include all 11 variables. The model reflects both the relationships between the variables and the influences exerted between them. In designing a model for the management of information technology, it was discovered that the aim or goal of the model should be an integral part of the model. Integrating the goal resulted in clarity and contributed towards understanding the relationships and influences between the variables. In evaluating the model after completion, it was concluded that none of the 11 variables were unique or restricted to the tertiary sector or to South Africa. This conclusion is significant because it implies that the model can be applied as a general model for the management of information technology, irrespective of economic sector or geographic location.

M.Inf.
Enterprises are in the midst of some revolutionary changes in how people are managed in work situations. The major premise underlying work-force management traditionally has been that efficiency can be achieved best by imposing management control over workers' behaviour. Today, in response to massive evidence that control-oriented management models can produce outcomes that subvert the interest of both enterprises and the people who work in them, a new work-force management model is appearing - that of participative management. The premise of the emerging model is that enterprises must elicit the commitment of their employees if they are to achieve a sustainable competitive advantage in contemporary markets. Rather than relying on a "retain and control" management, enterprises in the future will apply a "share and learn" management where they will heavily rely of member self-management in pursuing collective objectives. This study intends to stress the fact that employee potential needs to be mobilised by management and can only show up as performance when employees are given opportunity to contribute to decision-making with the minimum interference of management. This study calls for a transformation of leadership willing to empower staff to participate fully and freely in the creation of the future. The time has come to transform the way in which leaders work with and provide leadership to staff in academic information services. Leaders in academic information services need to realise that employee participation will enhance commitment and performance for both employees and management. A review of literature revealed that participative management is more than only a willingness to share influence - formal patterns of participation need to be truely implemented where employees have a right to contribute on all levels of decision-making. Participation is not an absolute term - there are various degrees of participation and types of involvement programmes to apply. Participative management is more complex than simply allowing employees to make some of the decisions. It involves formal programmes which need to be effectively implemented. The empirical survey which was done through a twenty-item questionnaire distributed to seven academic information services in Gauteng, revealed that participative management is applied at these institutions but more in low-level decisions. This indicated that participation is still limited and controlled by management and is not yet experienced as a right by employees. This study also clearly showed that self-regulation occurs most effectively through self-managed work-teams. These teams offer the highest degree of decision-making autonomy to all levels of staff and are a unique and viable alternative to traditional forms of work design in academic information services. Directors and leaders of modern academic information services need to encourage and facilitate self-regulation among employees of all levels. This will help to cope more effectively with future challenges of rapid change and technological complexity that now threaten efforts to create more responsive academic information services.