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O'Hara, Karen Mary. "An Internship at Miami University Libraries Center for Information Management." Miami University / OhioLINK, 2004. http://rave.ohiolink.edu/etdc/view?acc_num=miami1101996292.
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Herman, Elizabeth M. "Exploring knowledge loss in the contact center: Key loss areas, contributing factors, and performance metric implications." ScholarWorks, 2009. https://scholarworks.waldenu.edu/dissertations/704.
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Knowledge loss, or organizational forgetting, is often overlooked in knowledge management frameworks, yet it costs organizations money, personnel, efficiency, and customer service. The purpose of this mixed model case study was to understand, using a model of forgetting as the conceptual framework, where and why loss occurred and to examine performance implications. An inbound telephone contact center was studied because of prolific changes in that industry regarding knowledge complexity and performance. The researcher interviewed 20 participants, observed 63 calls, and reviewed 3 months of performance data including average handle time, first call resolution percentages, and time spent on after call work. Key research questions addressed areas of loss, contributing factors, and operational impacts. Using theme-based coding and chi-square goodness of fit analyses for the qualitative data coupled with descriptive analyses and frequency distributions for the quantitative data, results showed that loss occurred because of attitudinal resistance to change, unlearning, and lack of organizational standards. Average handle time and first call resolution metrics were negatively impacted. Contributing factors included culture, leadership support, and limited follow-through from lessons learned. Recommendations include establishing a formal disposal process to remove outdated knowledge from knowledge management tools and establishing incentives to encourage employees to contribute knowledge, which can lead to higher staff engagement of those tools and improved customer service. The social change significance is that addressing knowledge loss can promote fiscal sustainability and revenue generation, thereby preventing layoffs or organizational closures.
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Денисенко, С. А. "Аспекты менеджмента в интеграции сельскохозяйственных библиотек." Thesis, Сумский государственный университет, 2014. http://essuir.sumdu.edu.ua/handle/123456789/34490.
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Информатизация современного общества тесно связана с состоянием и функционированием информационных служб и информационным обеспечением различных видов деятельности.
Продвижение к информационному обществу подразумевает изменение статуса библиотечных учреждений, их перепрофилирование, коррекцию их функций и роли в жизни общества, выработку новых принципов и подходов к традиционным функциям с учетом изменившейся экономической ситуации, общественных потребностей, что означает выработку новой концепции библиотеки.
При цитировании документа, используйте ссылку http://essuir.sumdu.edu.ua/handle/123456789/34490
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Stamfjord, Niclas, and Mats Thunell. "RAMVERK FÖR EFFEKTIV KUNDSUPPORT : Utifrån ITIL, CRM och supporthantering på mjukvaruföretaget Medius AB." Thesis, Linköpings universitet, Institutionen för ekonomisk och industriell utveckling, 2009. http://urn.kb.se/resolve?urn=urn:nbn:se:liu:diva-52260.
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The goal of customer support is to help clients achieve maximum value in their services and products. Customer support is the public face of a company, which means that it is important to give the customer a positive experience and live up to customer expectations. Efficient customer support has become more important and studies show that customers who leave a company do so because of poor service. Customers' growing demands for higher quality and easier access to services means that companies must recognize the need to satisfy each customer. It is important that each customer receives the attention required and that customer needs are met quickly and flawlessly. The primary objective for an efficient customer support is to provide quick answers and solutions to achieve customer satisfaction. This master thesis aims to examine how the support and case management process can be improved for smaller software companies with customer support. The thesis deals with four issues: how should the support process be designed in smaller software companies, which important aspects must be considered in the support-handling process, how can a case management system contribute to a better customer support and what is the customer role in the management process. Case company for this thesis has been Medius in Linköping, which is a provider of process-related IT support. Interviews have been conducted with both employees at Medius and customers to Medius. The thesis has resulted in a framework and a recommendation for how efficient customer support should be handled in a small software company. To obtain an efficient customer support it is important that the client knows how the customer support should be contacted and what information is required. It should be possible for the customer to contact the customer support through multiple communication channels. The customer support has to work efficiently internally. It is important to prioritize, escalate and document tasks. Between the customer support and the customer, it is beneficial to have a satisfactory communication with regular feedback. Ultimately, it is also important to regularly measure and evaluate the customer support service in order to maintain efficient customer support. A case management system that supports the business is required for the customer support. The case management system is needed to solve problems faster and to provide the support with an overview of the business. A case management system also acts as a knowledge database with relevant information. This thesis work has combined existing frameworks and theories about customer support. This has been supplemented with interviews in order to adapt the framework to smaller software companies. An efficient customer support is achieved by using the authors' framework and recommendations.Målet med kundsupport är att hjälpa sina kunder uppnå maximalt värde i deras tjänster och produkter. Kundsupporten är ett företags ansikte utåt, vilket innebär att det är viktigt att ge kunden en positiv upplevelse och leva upp till kundens förväntningar. Effektiv kundsupport har blivit allt viktigare och studier visar att de kunder som lämnar företag gör det på grund av dålig service. Kundernas ökade krav på högre kvalité och enklare tillgång till service har lett till att företag måste inse vikten av att tillfredställa varje enskild kund. Det är viktigt att varje enskild kund erhåller den uppmärksamhet som krävs och att kundens behov tillgodoses snabbt och felfritt. Det primära för en effektiv kundsupport är att ge snabba svar och lösningar för att uppnå kundnöjdhet. Det här examensarbetet syftar till att undersöka hur support- och ärendehanteringsprocessen kan förbättras för mindre mjukvaruföretag med kundsupport. Examensarbetet behandlar fyra frågeställningar: hur bör supportprocessen utformas i ett mindre mjukvaruföretag, vilka viktiga aspekter ska beaktas i supporthanteringsprocessen, betydelsen av ett ärendehanteringssystem samt kundens roll i supporthanteringsprocessen. Fallföretaget för det här examensarbetet har varit Medius i Linköping som är en leverantör av processrelaterat IT-stöd. Intervjuer har genomförts med såväl anställda på Medius som kunder till Medius. Examensarbetet har resulterat i ett ramverk samt en rekommendation för hur effektiv kundsupport ska hanteras i ett mindre mjukvaruföretag. För att kundsupporten i ett mindre mjukvaruföretag ska fungera effektivt krävs att kunden vet hur kundsupporten ska kontaktas och vilken information som ska tillhandahållas. Det ska vara möjligt för kunden att kontakta kundsupporten via flera olika kommunikationskanaler. Kundsupporten ska i sin tur fungera effektivt internt. Det är viktigt att prioritera, eskalera och dokumentera ärenden på ett korrekt sätt. Mellan kundsupporten och kunden ska det finnas en tillfredställande kommunikation med regelbunden återkoppling. I slutändan är det viktigt att regelbundet mäta och utvärdera kundsupportens servicenivåer för att kunna upprätthålla en effektiv kundsupport. För att kundsupporten ska kunna fungera effektiv internt krävs ett ärendehanteringssystem som stödjer verksamheten. Ett ärendehanteringssystems behövs för att kunna lösa problem snabbare och för att ge supporten en överblick över verksamheten. Ärendehanteringssystemet fungerar också som en kunskapsdatabas med relevant information. Det här examensarbetet har kombinerat befintliga ramverk och teorier kring kundsupport. Detta har kompletterats med intervjuer för att anpassa ramverket till det mindre mjukvaruföretaget. Genom att använda författarnas ramverk och rekommendationer kommer en effektiv kundsupport att erhållas.
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Gstalder, Steven Herbert. "Understanding Library Space Planning." Thesis, University of Pennsylvania, 2017. http://pqdtopen.proquest.com/#viewpdf?dispub=10289537.
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The role of the academic library has shifted from developing book collections to serving the information and technology needs of students and faculty. The needs of library users change more quickly and unpredictably than the needs of books, and library directors have pushed beyond the traditional incremental approach to library development to respond to changing needs. As many universities struggle to balance budgets, library directors must demonstrate the value and demand for library spaces and services to justify investments in construction and renovation projects. This study investigates the reasons that the new library space projects were undertaken and the forces driving decisions about investments in the library facilities. The cases in this dissertation present studies of three private, non-profit liberal arts institutions in the Eastern United States that have recently invested in major renovation or construction projects for new library spaces. At each site, interviews and focus group sessions were conducted with librarians, students, faculty, and library administrators. Archival material was researched to supplement the data collected from the subjects of the interviews. A multi-lens framework of strategic change is used to examine the forces and factors that influenced the decisions to pursue new library spaces in each case study. The institutions in the study successfully developed new learning commons and library spaces through renovation or construction projects. Each of the libraries in the study faced similar factors leading to a new space, including overcrowding, interest from students in collaborative learning, increased demand for access to technology, and the decline in the use of the printed book. The strong leadership of the library director, with support from the institution’s president, contributed to the success of each project in the study. The importance of this study derives from its examination of the changing factors and forces that drive the uses of new library spaces, highlighting the need to build flexibility into new construction projects.
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Dilebanye, Oonayang Ntsite Phyllis. "An investigation of the role played by the Botswana Technology Centre (BOTEC) library in supporting the engineer's information requirements." Master's thesis, University of Cape Town, 2006. http://hdl.handle.net/11427/8069.
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Word processed copy.Includes bibliographical references (leaves 97-102).
This research project has confirmed that the BOTEC library is adequately satisfying the basic information requirements of its users. It further indicates that there is, however, a need for the library to more vigorously adopt newer technologies and respond to other environmental changes in order for the library to fully fulfill its role in supporting the engineers' information requirements. The dissertation concludes with recommendations and strategies that the researcher suggests the BOTEC library could adopt to ensure a more user-centric and improved service.
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Boelens, Helen. "The evolving role of the school library and information centre in education in digital Europe." Thesis, Middlesex University, 2010. http://eprints.mdx.ac.uk/7329/.
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The purpose of the research is to study the evolving role of the school library and information centre (SLIC) in primary and secondary education in digital Europe, not only in countries where schools have reached an advanced stage of usage of digital technology in education, but also in less advanced schools. This international research provides a bridge between two different disciplines – Comparative Education (Sociology) and Library and Information Science (LIS) – and attempts to provide information to both the educational and library communities throughout Europe regarding the role which SLICs play in the emerging educational global landscape and to determine whether or not these traditional, digital or virtual SLICs, and the work of the school librarian and information specialist, influence the quality of education and improve children's learning outcomes at different levels. First of all, the study examines a sub-matrix known as the KILM (Kalsbeek Information Literacy Matrix), which was developed as part of an educational matrix between 1997 and 2008 at the Kalsbeek College in Woerden, the Netherlands. The educational matrix attempts to introduce and implement educational reforms, ICT (Information and Communication Technologies) usage, educational technology and new forms of learning throughout the school in a orderly fashion while maintaining a high level of educational quality. This sub-matrix (KILM) identifies the role of the SLIC during the application of the educational matrix. The study then looks at success criteria which became apparent during the application of the sub-matrix and asks whether or not it would be possible to apply similar strategies to other schools libraries and information centres, firstly at Dutch national level and then in school libraries throughout Europe. The staffing, facilities and conditions in school libraries and information centres which were studied vary greatly, however, thanks to the willingness of teachers, school librarians and (school) library associations to share information and data, it has become possible to identify common problems and present some solutions.
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Mistry, Virendra. "Motivation and quality management in academic library and information services." Thesis, University of Sheffield, 2001. http://etheses.whiterose.ac.uk/3500/.
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As management fashions go, few have been more pervasive than Quality Management Systems (QMS) like Total Quality Management (TQM) and BS EN ISO 9000 (ISO 9000). Their prominence was fuelled by a mixture of ideological and economic considerations as, by the early to mid-1990s, many organisations were keen to indicate that they were active participants of the `quality revolution'. The exponential growth of interest in QMS was reflected in the library literature although only a small percentage of academic library and information services (LIS) subscribed to the systems. The thesis examines the relationship between QMS and motivation in such organisations. It ventures beyond the benign vision of the `quality gurus' by critically considering the relevance QMS might have for understanding contemporary developments within the organisation and management of academic LIS. The investigation determined that the quality of implementation is a key factor. In addition to senior management commitment, staff are motivated to QMS if there are accompanying changes in communication and training. The more successful LIS were those that did not treat staff as if they were barriers to change, but involved them in the process of implementation. While there were many stated improvements it was discovered that many of the `new' practices within the QMS LIS were not dissimilar to many of the initiatives in their non-QMS LIS counterparts. The investigator identified factors that also limit QMS as a framework for motivation and posits that the crux of the problem can be traced to the concept of `quality' itself. As a self-evident good, workers become morally bound to quality, which enhances their own exploitation. There was evidence that managers can use this legitimating device to quell resistance, via peer pressure, and instil cultural homogeneity.
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Leibbrandt, Shirley. "Access barriers : an investigation into the availability and accessibility of high-demand materials in the Short Loan Centre of an academic library." Master's thesis, University of Cape Town, 1996. http://hdl.handle.net/11427/13396.
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Bibliography: p. 175-197.Academic libraries in South Africa are facing the challenge of tighter budgets, increasing student enrolments, greater diversity in students' backgrounds and library experience, and a call for greater accountability to all the stakeholders. The effectiveness of a library service can be measured in terms of the availability and accessibility of library materials, two attributes of a library's document delivery capability. This study focused on the availability of prescribed materials for undergraduate students in an academic library. It involved a micro-evaluation of the immediate materials availability rate in a short loan collection, by using a combination of a quantitative simulation study, and a qualitative user survey. Generally, the availability rates determined were high, which suggests a high degree of collection adequacy. However, the user study confirmed that many SLC users experienced difficulties in using the system, indicating a need for continuous user education programmes and constant dialogue between the staff and the users concerning future service improvements. The study indicated that overall materials availability rates can be misleading if accepted at face value. A introspective analysis of the reasons for the non-availability of high-demand materials revealed hidden access barriers such as poor information retrieval skills on the part of the users and certain inefficient organisational procedures on the part of the library. The study reiterates the fundamental importance of constructive communication between the various stakeholders in meeting the educational goals of the institution and the necessity of regular library performance evaluation to ensure a dynamic, proactive service. The coexistence of print-based and electronic resources in the forseeable future underscores the importance of convenience and accessibility factors in making required documents available to the users.
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Matizirofa, Lazarus. "Information management and dissemination of HIV/AIDS information by NGOs in Zimbabwe: An explanatory study." Master's thesis, University of Cape Town, 2005. http://hdl.handle.net/11427/8726.
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Includes bibliographical references (leaves 99-119).The HIV/AIDS epidemic has become a serious health, social and economic problem in Zimbabwe. Almost 30 percent of the population had been infected by AIDS (Acquired immune Deficiency Syndrome) by 2004. The epidemic has also affected almost the entire population in one way or another - domestically, socially and economically. Zimbabwe faces a long-term development disaster because of the effects of the disease across the societal spectrum. AIDS is threatening every fibre of the nation from food supply to economic productivity, and not least human resource development. Many households have lost their principal source of income to the disease and have become impoverished. The national budget is increasingly under pressure as scarce resources are channelled to fight the HIV/AIDS pandemic. Despite a multitude of interventions aimed at preventing the scourge of the epidemic on the health system, the economy and human development, HIV/AIDS still presents a problem of enormous magnitude in Zimbabwe. It is argued that a major limitation of the various interventions to fight the pandemic has been the failure to extensively and effectively harness knowledge and disseminate information relating to all aspects of HIV/AIDS in Zimbabwe. The NGO sector, because of its grassroots involvement with the disease, is particularly well placed to fulfil such a role. The main aim of this study was to explore information and knowledge management and dissemination by HIV/AIDS NGOS in Zimbabwe. A further objective was to identity in the literature strategies that have been used, vis-a-vis modern information and knowledge management practice, in cognate sectors of development in Zimbabwe and other countries. It is argued that by applying appropriate information and knowledge management practices valuable knowledge and information that relate to how communities experience the problems and the impact associated with HlV/AIDS can be gathered and disseminated. Information and knowledge management is recommended by the United Nations' UNAIDS as the best way to harness both tacit and explicit information related to all aspects of the epidemic. A survey was conducted amongst 64 HIV/AIDS NGOs based in Harare, Zimbabwe. Data was collected using questionnaires, key informant interviews, and observation methods, and this was further supported by data collected from documentary and electronic sources. The main outcome of the study indicates that information and knowledge management is generally not well practised in the HIV/AIDS NGO sector in Zimbabwe. This is despite the fact that 75% of the NGOs had information services in place. Far too few qualified staff have been appointed to manage information services and this lack of professional skills has had a negative impact on HIV/AIDS information dissemination. It is argued that in a society such as in Zimbabwe, effective information dissemination measures are needed to assist social, economic and scientific interventions. It was further established that a sound information and knowledge management policy, and information technology developments were needed to address the information service challenges. The other main outcome showed that NGOS were not networking effectively among themselves, with government and other role players such as the private sector, educational institutions and churches, etc. Lastly, there was a strong indication that information technology, i.e., computers and accessories, the Internet, intranets, databases and audio-visuals, etc.. were not fully utilised, this is despite the fact that in other countries they have been very effective to assist in the creation, generation, gathering and diffusion of information. Based on the research outcomes, the researcher thus proposes that information and knowledge management practices should be set in place in the HIV/AIDS sector of Zimbabwe. NGOs should ensure that information services are run and manned by skilled and trained information officers. It is also suggested that government should be encouraged to become more involved and complement the work done by NGOs by reviewing the 1985 NLDS Act and other policy instruments. The study further recommends that, HIV/AIDS NGOs should work towards networking and providing a single shared dissemination source to the public, such as a national database, which would be hosted via a web-based internet portal. This would also enable NGOs to explore further networking efforts such as communities of practice (expert forums), a national HIV/AIDS bibliography and electronic publishing.
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Taljaard, Louise. "Mapping the relationship between knowledge management and information architecture." Master's thesis, University of Cape Town, 2007. http://hdl.handle.net/11427/8072.
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Includes bibliographical references (leaves 106-115).This dissertation defines knowledge in terms or traditional epistemological ideals and as a strategic resource. Knowledge management is defined in terms or the ability or organizations to manage knowledge as a strategic resource in order to gain all advantage from it. In the knowledge management framework, knowledge is presented as a continuum consisting of tacit, implicit and explicit knowledge. Tacit and implicit knowledge is managed through the acknowledgement of the social nature of knowledge. One method to achieve this is communities of practice. On the other end of the spectrum, explicit knowledge is very close in nature and character to information. Due to the expansion of available information resources the design and structure of information (explicit knowledge) for effective retrieval has become very important. Information architecture is a field that specializes in the design and structure of information for effective retrieval. Traditional information architecture tools such as metadata and subject classification address some of the issues, but experience difficulty in heterogeneous environments such as the Internet. Topic maps are considered as a possible solution to the concerns of metadata classification and subject based classification. Due to the extent and nature of the information recorded in a topic map, it becomes an information resource in itself. Topic maps also act as an enabling technology for knowledge management as it maps the complex relationships between concepts and include a range of information resources. The conclusion of this dissertation is the representation of a conceptual model based on the themes developed in this dissertation. The main advantage of the conceptual model is the clear and direct link between knowledge management and information architecture.
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Mfengu, Andiswa Yolanda. "Analysis of the approaches of senior management teams towards adoption of next generation library management systems: case study of Cape Library Consortium Institutions." Master's thesis, University of Cape Town, 2014. http://hdl.handle.net/11427/13734.
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Sophistication of technology has resulted in libraries having to manage print, digital and electronic resources. Managing all resource types and formats with traditional integrated library systems is ineffective as the systems were designed for physical resources. Next generation library management systems are expected to change this by integrating all library resources and providing access through a single platform, reducing the number of transaction the user has to perform. Additionally libraries will save large proportions of their budgets on hardware and software, as the systems are accessed through a web browser this will be an added benefit for libraries as the cost of acquiring electronic resources is continuously increasing. Next generation library management systems are not yet implemented in academic libraries in the Western Cape Province. To investigate the reasons for this, the author employed a qualitative case study approach in which a minimum of two members of the Executive Management of each of the four Cape Library Consortium institutions were interviewed. Data collected was analysed using NVivo analysis software, responses being analysed within the institution and compared across the other institutions.
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Sarrafzadeh, Maryam, Afsaneh Hazeri, and Bill Martin. "Educating future knowledge-literate library and information science professionals." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/105898.
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This paper reports the core findings of an international study that examined the perceptions of LIS community towards knowledge management inclusion in the LIS education. Taking the perspectives of members of international LIS communities, we try to identify the rationale for a paradigm shift in library education towards knowledge management. We also explore the perceptions of LIS community towards the nature and content of knowledge management program in the LIS education which best meets the challenges of the knowledge management work environment.
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Calhoun, Karen. "Redesign of Library Workflows: Experimental Models for Electronic Resource Description." the Library of Congress, 2000. http://hdl.handle.net/10150/105094.
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This paper explores the potential for and progress of a gradual transition from a highly centralized model for cataloging to an iterative, collaborative, and broadly distributed model for electronic resource description. The author's purpose is to alert library managers to some experiments underway and to help them conceptualize new methods for defining, planning, and leading the e-resource description process under moderate to severe time and staffing constraints. To build a coherent library system for discovery and retrieval of networked resources, librarians and technologists are experimenting with team-based efforts and new workflows for metadata creation. In an emerging new service model for e-resource description, metadata can come from selectors, public service librarians, information technology staff, authors, vendors, publishers, and catalogers. Arguing that e-resource description demands a level of cross-functional collaboration and creative problem-solving that is often constrained by libraries' functional organizational structures, the author calls for reuniting functional groups into virtual teams that can integrate the e-resource description process, speed up operations, and provide better service. The paper includes an examination of the traditional division of labor for producing catalogs and bibliographies, a discussion of experiments that deploy a widely distributed e-resource description process (e.g., the use of CORC at Cornell and Brown), and an exploration of the results of a brief study of selected ARL libraries' e-resource discovery systems.
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Aliba, Beatrice. "Knowledge management in research organisations : a knowledge audit." Master's thesis, University of Cape Town, 2008. http://hdl.handle.net/11427/14703.
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Includes bibliographical references (leaves 120-125).This dissertation focuses on a knowledge audit that was conducted in a research organisation (PLAAS) at the University of the Western Cape in Cape Town, South Africa. A knowledge and information audit provides a framework that examines the ways in which an organisation handles and leverages its knowledge and information assets. The audit examines ways an organisation creates, generates, disseminates, stores and shares its knowledge and information resources. In the process, the gaps, sinks, and duplications are revealed; providing useful information that can support decision making and knowledge management initiatives to enhance organisational productivity and effectiveness. This relates specifically to developing relevant information and knowledge strategies, to understanding an organisation's knowledge and information needs and aligning these with the right tools that will facilitate efficiency in an organisation's core engagements. This knowledge and information audit was exploratory in nature and sought to understand the current information and knowledge environment of the organisation. It was anticipated that the results would augment and feed into the current reflections of the organisation on how to leverage its knowledge and information assets and improve efficiency and remain competitive in the market place. The audit was carried out at PLAAS, a research unit that produces considerable research output based on the empirical studies that the staff conducts. The organisation, in addition, is actively involved in forums that debate and engage with various players in the land and agrarian sector in South Africa. These engagements are at a level where they influence policy matters related to land and agrarian matters in the new South Africa. This audit sought to examine what information and knowledge supports core engagements of the staff, what information and knowledge they use, where they find it and in the process establish the gaps, and challenges staff face as they carry out their core research duties. The audit adopted a qualitative approach to research, where interviews were the primary source of data collection. An interview guide was developed to facilitate the data collection and twelve (12) interviews were conducted. The themes, recurring items, and unique views that emerged guided the analysis. Recommendations to improve the current knowledge and information environment took the form of a 'Road Map for Knowledge Management' that the organisation can adopt to enhance the current operating system. The knowledge and information audit showed that the organisation is very knowledge-oriented and extensively engaged in knowledge work even though this is not explicitly referred to as 'Knowledge Management'. Many shortcomings were identified with regard to the knowledge and information system that is currently in place and these specifically relate to: the organisational structure, organisational memory, organisational technology infrastructure, infrastructure, knowledge sharing activities, and the organisational culture. The results suggested that the organisation needs to strengthen aspects in these areas in order to remain efficient and support the staff in their daily work activities. The outcomes further suggest that knowledge audit methodologies (as an area of knowledge management) need to develop and be standardized and that more research needs to be conducted in this field of knowledge management.
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Davies, J. Eric. "Studies in technical and social influences on information and library management." Thesis, Loughborough University, 1997. https://dspace.lboro.ac.uk/2134/32811.
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The works in this submission explore a specific segment of information management and the way technology and social forces, including political and legal aspects, have impinged upon it. The specific area of data protection in theory and practice was chosen as an exemplar of the many and varied influences in this context which have to some extent, changed irrevocably the manager's world. Other examples such as computer misuse, information technology health and safety implications and electronic intellectual property issues might equally have been candidates for consideration since they all embody similar combinations of technological and sociolegal components. Data protection was, however, considered worthy of treatment as it is a relatively neglected area in terms of the attention it has claimed both from practitioners and researchers. Moreover, it does neatly represent the interesting juxtaposition of broadly technical and social factors that confront the manager.
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Gogela, Zingisa Zeroa. "The knowledge audit : from information management to knowledge management : a case study of a provincial library service." Thesis, Stellenbosch : Stellenbosch University, 2005. http://hdl.handle.net/10019.1/50501.
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Thesis (MPhil)--Stellenbosch University, 2005.ENGLISH ABSTRACT: There is a strong pressure for organizations to attaining, maintaining and improving knowledge standards for sustained competitive strategic advantage. This assignment examines the status of knowledge and knowledge management (KM) practices at the Provincial Library Services (PLIS). I approached the topic by collecting data relevant to the management of information and knowledge and benefits of the KM activities using the following methods: A review of literature and research: - addressing the paucity of literature and research that is both current and directly relevant to libraries was one of the motivating factors behind the study; analysis of key documents and information systems; a questionnaire was distributed to the PUS personnel; informal interviews and observations. The results seem to indicate that PLIS has a knowledge infrastructure and a technology infrastructure. This is apparent in its knowledge programmes, e-mail system, web page, library management system (PROLIB), and limited access to the Internet. Staff has some fairly basic knowledge and information needs that must be addressed. Few knowledge contents should be established. The baseline information provides a foundation for more coordination; recognition of the importance and enhancement of its KM related activities. KM activities should focus on individual capabilities. Recommendations are articulated in terms of a proposed KM strategy. It became evident that success of knowledge management depends on an environment, which is conducive to conversion of individual knowledge to organizational knowledge, the value to which employees place on knowledge and their attitude towards KM. Moreover, indicators of success and evidence of effectiveness should take the measuring criteria beyond a checklist of policies and strategies, procedures and processes, systems, activities but professional competence, commitment, benchmarking and adoption of best practices for attainment of KM goals. Important to note, is the reality that a KM activity for PLIS has to take broader transformation imperatives into account.
AFRIKAANSE OPSOMMING: Daar word sterk druk geplaas op organisasies om kennis te bekom, te behou en te verbeter vir volgehoue mededingende strategiese voorsprong. Hierdie werstuk ondersoek die status van kennis en kennisbestuur- (Knowledge Management, KM) praktyke van die Provinsiale Biblioteekdiens. Ek het die- onderwerp benader deur data te versamel wat relevant is tot die bestuur van inligting en kennis sowel as die voordele van KM aktiwiteite deur die volgende metodes te gebruik: 'n Oorsig van literatuur en navorsing: - een van die faktore wat die studie gemotiveer het is om die beperkte beskikbare literatuur en navorsing wat op datum sowel as relevant tot biblioteke is aan te spreek; 'n ontleding van die kern dokumente en inligtingsisteme; 'n vraelys wat versprei is onder die personeel van die Provinsiale Biblioteekdiens; informele onderhoude en waarnemings. Die resultate dui daarop dat die Provinsiale Biblioteekdiens 'n kennis en tegnologiese infrastruktuur het. Dit blyk uit die kennisprogram, die e-pos sisteem, die Webtuiste, die biblioteekbestuursisteem (Prolib), en beperkte toegang tot die Internet. Personeel het basiese kennis en inligtingsbehoeftes wat aangespreek moet word. Kennisinhoude moet daargestel word. Die basislyn inligting voorsien 'n grondslag vir meer koôrdinasie; besef van die belangrikheid en die verbetering van die KM verwante aktiwiteite. KM aktiwiteite moet fokus op individuele vermoëns. Aanbevelings word uitgedruk in terme van 'n voorgestelde KM strategie. Dit het duidelik geword dat die sukses van kennisbestuur afhang van 'n omgewing wat bevorderlik is vir die omskakeling van kennis van die individu na organisatoriese kennis, die waarde wat personeel heg aan kennis en hulle houding teenoor kennis bestuur. Aanwysings van sukses en bewys van effektiwiteit moet meetbare kriteria verder neem as 'n lys van beleide en strategieë, prosedures en prosesse, sisteme en aktiwiteite maar moet professionele vermoëns toewyding "benchmarking" en gebruik van die beste praktyke vir die bereiking van KM doelwitte toepas. Dit is belangrik om te let op die realiteit dat 'n KM aktiwiteit van die Provinsiale Biblioteekdiens wyer transformerende imperatiewe in ag moet neem.
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Thupe, Benjamin O. "Assessing information needs of users of the Career Information Centre (CIC), UCT : working towards a framework for promoting better use of career services, in particular, resources in the CIC." Master's thesis, University of Cape Town, 2003. http://hdl.handle.net/11427/7954.
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Includes bibliography.This study is an assessment of the career information needs of users of the Career Information Centre (CIC), at the University of Cape Town. The study was conducted because it was clear to the CIC staff that the CIC was under-utilised by the student community. A thorough investigation of the literature on career needs and needs assessment was conducted in order to get an overview of issues that would characterise the study.
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Meera, B. M. "Profound management focus - Mandatory necessity." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/106401.
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Seamless information and their accessibility in different formats have created a turbulent atmosphere in the ever-changing library and information domain. A multitude of resources, such as information, human, financial and many more, and the need for their management, makes it imperative for advanced training in ‘Management’ as a discipline on a larger scale in LIS programs. In view of the changing paradigms of library and information organizations in the recent past, an attempt is made to frame appropriate course contents with management facets to be included in the 2 years integrated Master’s level programs in India.
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Jacobs, Ellen Mueller Keith J. "In search of a message to promote personal health information management." Click here for access, 2009. http://www.csm.edu/Academics/Library/Institutional_Repository.
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Thesis (Ph. D.)--University of Nebraska -- Omaha, 2009.Presented to the faculty of the Graduate College in the University of Nebraska in partial fulfillment of the requirements for the degree of Doctor of Philosophy. Medical Sciences Interdepartmental Area Health Services Research and Administration. Under the supervision of Professor Keith J. Mueller. Includes bibliographical references.
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Ricks, Janet, William H. Repolgle, and Nakia J. Cook. "Clinical Inquiries, Management of Alcohol Withdrawal Syndrome." Digital Commons @ East Tennessee State University, 2010. https://dc.etsu.edu/etsu-works/8811.
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Ricks, Wendell R. "Knowledge-Based System for Flight Information Management." W&M ScholarWorks, 1990. https://scholarworks.wm.edu/etd/1539625650.
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Tolley, Rebecca. "Academic Searching and Citation Management." Digital Commons @ East Tennessee State University, 2017. https://dc.etsu.edu/etsu-works/5735.
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Morgan, Gillian Gladys. "An exploration of disaster management in libraries in the greater Cape Metropolitan area." Master's thesis, University of Cape Town, 1996. http://hdl.handle.net/11427/9230.
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Bibliography: leaves 125-129.Disaster management and planning has traditionally been a neglected field in librarianship, and, thus this research study was undertaken to explore and evaluate the present situation regarding disaster planning amongst research/academic- and public libraries in the Greater Cape Metropolitan Area, which includes the Cape Metropolitan Area and the adjacent Stellenbosch region, and to make recommendations in this regard. A model disaster plan was developed, using the information gained from this study, to act as a guideline for libraries in the development of disaster plans.
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Steele, Dianne. "Implementation of a content management system at the Stellenbosch University an exploratory investigation." Master's thesis, University of Cape Town, 2012. http://hdl.handle.net/11427/10584.
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Includes bibliographical references.This dissertation reports on an exploratory investigation into the implementation of an enterprise content management system for the Stellenbosch University, one of four higher education institutions in the Western Cape, South Africa. The primary focus of this study was to conduct a needs-analysis of how the University could effectively address the website and portal information needs of its users through the implementation of a content management system. This study sought to understand the current perspectives and information needs of users of the university's corporate website, as well as the staff and student portals, and to propose ways in which the University can manage its content assets to address these needs. More specifically, the question asked was: How Stellenbosch University could address the information needs of its users by implementing a content management system?
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Oliver, Gillian. "Globalisation and education for the information management professions: Challenges for small countries." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/105503.
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Globalisation raises many issues which are relevant to information management. These include the creation and implementation of international standards, records management, archives and library operational needs of multinational companies and international organisations, the transborder flow of information and the increasing international mobility of information management professionals. This paper considers the tensions that ensue from increasing globalisation in terms of small countries, specifically New Zealand, in terms of the provision of education for information management.
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Adebonojo, Leslie G., Kathy Campbell, and Mark Ellis. "Reaching the Masses through Your Content Management System." Digital Commons @ East Tennessee State University, 2011. https://dc.etsu.edu/etsu-works/6328.
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Using your institution's content management system to distribute a module on the library's resources creates an effective venue for reaching students. Our goal was to get the word out about our resources and teach our students a few techniques about searching by using our institution's course management system. We created a Desire2Learn (D2L) module for release to all faculty consisting of short films and documents about the library as well as websites of interest. If the professor decides to incorporate the module into their course site, it becomes part of the course's class content. We are currently monitoring 67 courses.
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Koopman, Margaret Marie. "Data archiving, management initiatives and expertise in the Biological Sciences Department, University of Cape Town." Master's thesis, University of Cape Town, 2015. http://hdl.handle.net/11427/13656.
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Researchers produce large amounts of data during their research investigations and have a variety of interventions for the management of these data. It has not been the responsibility of academic institutions to manage research data, this responsibility has resided with the researchers and their research units. This investigation attempted to understand how pre-digital, early digital and current digital research data in the Biological Sciences Department at the University of Cape Town had been and is being managed, if researchers had archived any of these data and what their opinions were on sharing their research data. Long-term ecological data are an important component of research in the Biological Sciences Department as researchers wish to understand ecosystem changes such as climate change, the spread of alien species and the impact of humans on land and marine exploitation. It is consequently critical that research data, past and present are properly managed for future research so that meaningful management decisions can be made. Research Data Management and the Research Life Cycle are phrases that are very much in the literature at present as librarians and university administrators grapple with the task of implementing data policies and data repositories. The literature review revealed that although the University of Cape Town may be a somewhat behind other international institutions in engaging with Research Data Management and repositories, investigations have been ongoing in other parts of the world and in the international community the groundwork has already been done. Research data have been the preserve of researchers and they are reluctant to give up control of their hard-earned data, usually the result of hours spent on funding applications, and field or laboratory work. Data sets of sufficient quantity and quality to answer research questions can take a researcher a lifetime to accumulate and they understandably do not wish to make these openly available without the insurance that their work will be acknowledged. The findings of this research project revealed that in the absence of systematic data management initiatives at institutional level, researchers had preserved many long-term data sets and in some instances were archiving with international repositories specific to their data types. The findings resulted in a range of suggested interventions for the support of Research Data Management at the University of Cape Town.
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Ondari-Okemwa, Ezra M. "An investigation into the practices, procedures, and challenges of knowledge management in government -owned organizations in Kenya." Doctoral thesis, University of Cape Town, 2007. http://hdl.handle.net/11427/12402.
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Includes bibliographical references (leaves 256-277).Knowledge management has been burgeoning in importance during the last one and half decades. Both profi;t making and non-profit making organizations have had to and continue to embrace and practice knowledge management. This study was set with the broad aim of investigating the practices, procedures and challenges of managing knowledge in Kenya's govemment-owned organizations. The specific objectives of the study from which research questions were formulated were: to assess the extent to which government-owned organizations practice knowledge management, find out the extent to which the organizations are "learning organizations", establish how the organizations determine the knowledge they require and the formats in which it should be delivered, find out whether and the extent to which individual organizational members in the organizations are motivated to contribute to knowledge creation and sharing, and discover the major managerial challenges and problems that the organizations face in managing knowledge. The scope of this study was limited to government-owned organizations (parastatals) in Kenya operating in environments considered to be information intensive and whose organizational structures are similar.
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Owusu-Bennoah, Yaa. "Optimizing knowledge management for change and innovation in the Council for Scientific and Industrial Research (CSIR) - Ghana." Master's thesis, University of Cape Town, 2011. http://hdl.handle.net/11427/11066.
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Includes abstract.Includes bibliographical references (leaves 166-174).
In an era where knowledge is increasingly seen as an organization’s most valuable asset, many firms have implemented knowledge-management systems in an effort to capture, store, and disseminate knowledge across the firm. The creation and transfer of knowledge in an organization has become a critical factor in an organization’s success and competitiveness.
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Nilsson, Gabriella. "Knowledge Management - i relation till ett omvärldsbevakningssystem." Thesis, Uppsala University, Department of ALM, 2004. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-101651.
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Noll, Susanne. "Possibilities of applying some knowledge management techniques within the higher education domain in South Africa : a literature survey." Master's thesis, University of Cape Town, 2010. http://hdl.handle.net/11427/10928.
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Includes bibliographical references (p. 86-98).This dissertation explores, by way of a literature survey, the concept of Knowledge Management (KM), and in particular, whether it would be a suitable tool in the Higher Education (HE) environment in South Africa (SA). Traditionally KM was used in the business world, for some institutions, with great success. This dissertation, however, argues that KM is only partially applicable to the HE field in general and in particular in SA. The dissertation will be introduced with the background of knowledge and management. Organizational knowledge, organizational learning and organizational memory are explored. KM and bureaucratic organizations are critically discussed. The HE sector in SA is defined in terms of lifelong learning and learning societies.
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Shachaf, Pnina. "A Global Perspective on Library Association Codes of Ethics." Elsevier, 2005. http://hdl.handle.net/10150/106281.
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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.
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Johare, Rusnah. "Education and training in electronic records management (ERM): The need for partnership building." School of Communication & Information, Nanyang Technological University, 2006. http://hdl.handle.net/10150/106014.
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The use of computers within the electronic environment has led to rapid and dynamic changes in the way governments and businesses operate. One of the significant outcomes of computerization is that managing electronic records now relies on IT and it needs to be integrated into the business processes of an organization. Therefore electronic records management (ERM) not only requires the involvement of key players in recordkeeping, such as records managers and archivists, but also IT personnel and administrators under a common shared responsibility to establish a credible electronic records management programme. According to McLeod, Hare and Johare (2004) managing records in the electronic environment is not only a major challenge but also increasingly a strategic issue for organizations in both the public and private sectors. They suggested that “a key factor in meeting both the challenge and addressing the strategic management is the provision of education and/or training for employees and potential employees (i.e students). In particular, providing this at the appropriate level of detail and in the appropriate areas of the subject, commensurate with roles and responsibilities so that these people can discharge, both effectively and efficiently, their responsibilities for managing records in the electronic environment”. Within this context, this paper examines the education and training opportunities on ERM worldwide and in Asia.
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Jorstedt, Frida, and Zelina Nyhlén. "“We have to empower them” : A user study of a library in a Women’s Resource Centre in South India." Thesis, Högskolan i Borås, Institutionen Biblioteks- och informationsvetenskap / Bibliotekshögskolan, 2006. http://urn.kb.se/resolve?urn=urn:nbn:se:hb:diva-18243.
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Adebonojo, Leslie, Kathy Campbell, and Lisa Neckel. "Use the Tools: How Two Libraries Used their Course Management System to Provide Point-of-Need Service to Students." Digital Commons @ East Tennessee State University, 2012. https://dc.etsu.edu/etsu-works/374.
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Doucette, Wendy C. "Master Your Time and Project Management." Digital Commons @ East Tennessee State University, 2017. https://dc.etsu.edu/etsu-works/5368.
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Would you like to change the way you manage your time and your work with free, easy, non-technical methods? If your desktop is covered with icons, you have multiple flash drives, you never back up anything or you re-do work you're pretty sure you've already done because you can't find it or aren't sure which is the latest version, this is for you! The secret to never procrastinating again will also be revealed.
Learning outcomes: Choose from three organizational systems to combat procrastination Utilize multiple, overnight, and cloud backups to safeguard your files Apply automation and synchronization to simplify your life
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Sikazwe, Dennis. "An assessment of knowledge use and knowledge management maturity among the micro, small and meduim enterprise sector in Zambia." Master's thesis, University of Cape Town, 2013. http://hdl.handle.net/11427/13919.
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The focus of this study was to establish the knowledge use and Knowledge Management (KM) maturity among the Micro, Small and Medium Enterprise (MSME) Sector in Zambia. This is a domain that has received little attention in the Zambian business and economics literature, partially because of the newness of KM as a business concept. Knowledge Management is a very important aspect as far as innovation and competitiveness are concerned in the knowledge economy. Since the inception of the open market economy in Zambia in 1992 and the move to diversify Zambia's national economy from state control into private hands, the MSMEs still seem to be struggling with lack of innovation and competitiveness. Despite several attempts to boost the sector's viability, little success has been recorded.
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Leufvén, Karolina, and Elisabet Ahlqvist. "Att styra kunskap? Management och kunskap i organisationer." Thesis, Uppsala University, Department of ALM, 2003. http://urn.kb.se/resolve?urn=urn:nbn:se:uu:diva-101631.
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Walsh, John Nicholas. "A practice-based approach to examining knowledge management repository use." Thesis, Brunel University, 2010. http://bura.brunel.ac.uk/handle/2438/5171.
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Though knowledge has become an increasingly important resource for modern businesses, it was not until the mid-1990's that the 'knowledge management' research stream emerged in the business and information systems literature. Initial research on how to manage knowledge came from an objectivist epistemology of knowledge that viewed it as something that was capable of captured, stored and transferred via information to increase organisational efficiency. This study is grounded in a more recent and alternative perspective that takes a practice based epistemology seeing knowledge as embedded in and inseparable from practice. The practices of interest relate to how knowledge work is performed in environments where there is heavy reliance on information systems. Using an interpretive case study this research analyses the practices of a product support centre of a US multinational. Data was collected through semi-structured interviews and internal documentation, including access to the firms „knowledge management‟ repository. Two central practices were examined: how product support engineers made sense of problems to develop fix procedures and how these were subsequently documented. Even within a work environment where client fixes were verifiable, suggesting an objectivist epistemology, this research found that the practice based perspective could be used to provide a different perspective and develop alternative and useful insights. The study contributes to the practice based perspective on knowledge management by providing an analysis of context specific knowledge work practices by analysing how even in procedural repetitive work agency can be exhibited as actors enact practices. It also helps develop the application of Structuration Theory by aiding an understanding of how meanings, norms and resources are developed, drawn upon, conflict, and are changed as everyday work is accomplished. The study is of relevance by providing an understanding of informal knowledge work practices rather than their formal description.
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Isaksson, Ulrika, Karin Kvarnström, and Malin Nilsson. "Challenges with Incident Management : In Information Technology." Thesis, Blekinge Tekniska Högskola, Institutionen för programvaruteknik och datavetenskap, 2003. http://urn.kb.se/resolve?urn=urn:nbn:se:bth-1634.
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IT-security is a global problem and over the world Computer Emergency Response Teams (CERT) are created in order to solve the problem. The common understanding is that IT-security is important but no straight guideline how to deal with it. The Swedish IT-incident centre (SITIC) started 2003. It is a Swedish solution on an international problem. There are challenges to be met when handling an IT-incident centre – organisation form, activity and result. We believe a general solution in IT-incident management that will suit all parties in the society, is a hard task for SITIC as things stand today. What we can deduce from our investigation is that there is no greater need of SITIC among the global companies. We believe one reason for this is that they are going to create within their companies some sort of CERT function by themselves in the future. This in its turn, depend on that the companies do not have any trust to SITIC, they do not see the benefit with an activity as SITIC because they only see the reporting, they do not believe they are going to get something in return. Conclusion: Incident management is not only about reporting incidents, but a continuous life cycle with phases: detect, report, measure and follow-up.IT-säkerhet är ett globalt problem och över världen skapas Computer Emergency Respons Teams (CERT) för att försöka att lösa olika problem. Den vanliga uppfattningen är att IT-säkerhet är viktigt men att inga direkta guidelines finns för hur man skall hantera det. SITIC som är det svenska IT-incident centret, startade 1 januari, 2003. Det är en svensk lösning på ett internationellt problem. För ett IT-incident center finns det utmaningar att hantera såsom organisations form, verksamhet och resultat. Vi tror att en generell lösning av hanteringen IT-incidenter som skulle passa alla parter i samhället blir svårt för SITIC att klara av som det ser ut idag. Vad vi kan härleda från vår utredning är att det inte finns något större behov av SITIC för de globala företagen. Vi tror att en av anledningarna är att företagen själva i framtiden tänker starta egna CERT-funktioner. Detta i sin tur kan bero på att företagen inte har något större förtroende för SITIC, de kan inte se någon fördel men verksamheten, de ser endast rapporteringsdelen. Företagen tror inte att de kommer att få något tillbaka när dom rapporterar sina incidenter till SITIC. Slutsats: Incident hantering handlar inte bara om att rapportera incidenter, utan det är en kontinuerlig livscykel innehållande faserna: upptäcka, rapportera, åtgärda och följa upp.
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Paré, François-Xavier. "Personal information management among office support staff in a university environment: an exploratory study." Thesis, McGill University, 2011. http://digitool.Library.McGill.CA:80/R/?func=dbin-jump-full&object_id=104610.
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Since the late 1960s, several studies have investigated personal information management (PIM) in the workplace. However, very few studies have focused on the behaviour of office support staff in a work environment. The purpose of this exploratory study was to examine the document management behaviour of office support staff in a large Canadian university. The methodological approach used for this study was grounded theory. Fifteen in-depth interviews were conducted in participants' offices, and visual observations of their document structures were made. A pre-interview survey was also administered in order to gather additional information. Participants were chosen according to the principles of theoretical sampling, and simultaneous data collection and analysis continued until theoretical saturation was reached. Transcribed interviews were coded, after which abstract concepts were derived and grouped into categories, using the constant comparison method. A substantive theory was then developed. The findings suggest the existence of several distinct document spaces within workers' document landscape: a main folder, secondary folders, the operating system desktop, e-mail, paper documents and shared environments. Behaviour pertaining to the handling of orphan files and multiple versions, the naming of files and folders as well as searching and browsing were described. Overall, despite several elements in common, significant variation was noted among participants. In order to explain the variation observed, a model of the factors that are likely to influence PIM behaviour was developed. It comprises seven main categories of factors: job content, job status, existing documents, relationship with the superior, worker characteristics, organizational context and document attributes. Several of the factors identified had never been mentioned in the PIM literature, while in other cases, the evidence presented helped confirm previous findings. The proposed model also highlights the inherent complexity of PIM, and the importance of adopting an all-encompassing view when analyzing PIM behaviour.Depuis la fin des années 1960, plusieurs études ont porté sur la gestion personnelle de l'information (GPI) en milieu de travail. Néanmoins, très peu d'études se sont penchées sur les comportements des employés de soutien tels que les commis de bureau ou les assistantes administratives. L'objectif de cette étude exploratoire était d'examiner les comportements de gestion documentaire d'employés de soutien dans une grande université canadienne. L'approche méthodologique utilisée est celle de la théorisation ancrée. Quinze entrevues en profondeur ont été menées dans le bureau des participantes, et des observations visuelles de leurs structures de documents ont été effectuées. Un questionnaire pré-entrevue a également permis de recueillir des informations additionnelles. Les participants ont été sélectionnés selon un principe d'échantillonnage théorique, et la collecte et l'analyse des données, menées en parallèle, se sont poursuivies jusqu'au point de saturation théorique. Les entrevues transcrites ont été codées, à la suite de quoi des concepts ont été dérivés et groupés en catégories, selon la méthode de la comparaison constante. Une théorie substantive a ensuite été développée.Les résultats suggèrent que le paysage documentaire de ces employés est composé de plusieurs espaces documentaires distincts: un répertoire principal, des répertoires secondaires, le bureau du système d'exploitation, le courriel, les documents papiers ainsi que les environnements partagés. Les habitudes des participants face à la gestion des fichiers orphelins, des versions multiples, au nommage des fichiers et répertoires ainsi qu'à la recherche et la navigation ont été décrites. En somme, malgré certains éléments en commun, des variations significatives ont pu être observées parmi les participants.Afin d'expliquer la variation observée, un modèle des facteurs pouvant influencer la GPI a été développé. Il comprend sept catégories de facteurs: nature de l'emploi, statut de l'emploi, documents existants, relation avec le ou la supérieur(e), caractéristiques de l'employé, contexte organisationnel et caractéristiques des documents. Plusieurs des facteurs identifiés dans cette étude n'avaient jamais été mentionnés dans la littérature sur la GPI, alors que dans d'autres cas les éléments présentés ici viennent confirmer les résultats d'études précédentes. Le modèle proposé met également en lumière la complexité inhérente à la GPI, et l'importance d'adopter une approche holistique dans l'analyse des comportements de GPI.
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Namondwe, Trevor. "Implementing knowledge management in academic libraries : a comparative case study of the Kamuzu College of Nursing and Bunda College of Agriculture libraries." Master's thesis, University of Cape Town, 2011. http://hdl.handle.net/11427/11585.
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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.
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Dzandza, Patience Emefa. "Use and management of information systems in academic libraries in Ghana." University of the Western Cape, 2019. http://hdl.handle.net/11394/6948.
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Philosophiae Doctor - PhDThe 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.
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Koelker, Karen June. "The Information Environment of Academic Library Directors: Use of Information Resources and Communication Technologies." Thesis, University of North Texas, 2002. https://digital.library.unt.edu/ark:/67531/metadc3086/.
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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.
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Mosweu, Osadi Elizabeth. "An assessment of the capacity management process of the information technology infrastructure library (ITIL) framework in delivering value in public sector." Thesis, Cape Peninsula University of Technology, 2017. http://hdl.handle.net/20.500.11838/2662.
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Thesis (MTech (Information Technology))--Cape Peninsula University of Technology, 2017.In Information Technology (IT) service management, the Information Technology Infrastructure Library (ITIL) has been established as a standard and framework for managing IT services within private and public sector. However, in South African public sector, the value of this framework including the capacity management process has not been determined. The aim of the study was to assess the capacity management process within the service design stage of the ITIL framework in managing IT services at a selected public organisation in South Africa. Assessing capacity management in the context of this research was to judge whether it adds value to the organisation. Main questions asked were: to what extent has ITIL been implemented in the public sector in South Africa?, what benefits have been achieved through the implementation of ITIL in the public sector in South Africa? and how effective is the capacity management process of ITIL in the South African public sector? The study adopts a qualitative approach based on primary and secondary data. A purposive sampling method was used to collect data through interviews of ICT officials in Pretoria and Western Cape regions. It is evident in terms of the findings that capacity management within the organisation is practiced, but the organisation still has challenges in managing the process. Findings reveal challenges around user account management, ICT skills shortage and capacity constraints, information, network monitoring tools, and ITIL implementation. DeLone and McLean theoretical framework was used to analyse the capacity management process to explain the findings. A lack of clear ICT planning among the leadership is a contributing factor. Lack of adhering to standards, procedures and processes make it almost impossible to manage capacity. Efforts to address the technical and organisational challenges such as technical skills and stakeholders immediately reporting the users that need to be terminated on systems prohibit the success of capacity management process. Drawing the conclusion, it is recommended that efforts to address challenges should move beyond just ICT, into a comprehensive action by all stakeholders in respective of inter departmental units and executive who make decisions. Solutions should be embedded with ICT being able to manage technology, auditing of processes, and capacity to ensure excellence through reduced risk, increased efficiency, confident forecasts, and cost effectiveness is essential.
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Alexander, Gwendolyn. "Business as usual: Factors influencing collection development and management of business information resources in borderlands public libraries." Diss., The University of Arizona, 2001. http://hdl.handle.net/10150/280196.
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The purpose of this research is to define grounded theoretical models about factors that influence collection development and collection management of business information resources in public libraries. The study is based on data collected from a multi-site case study of public libraries along the U.S.-Mexico border where there is a critical need for information on starting and expanding small businesses. A framework of structuration theory and cultural hegemony theory informs an analysis of the data. This paper relates to the relevant literature and sets forth implications for research, practice, and further discussion. The three main categories identified from coding the data are library location, modes of production and distribution of business information resources, and the degree of external stakeholder pressure on library business collections. Three model statements defined and supported by the data are: (1) the attributes of funding, librarian qualifications, access to information and communication technologies, size and qualities of the business community, and client expectations that influence business collection development are related to library location in metropolitan or rural areas; (2) new practices in the production of content, formats, and modes of distribution of business materials are more problematic for small libraries due to limited information and communication technology (ICT) devices and insufficient professional training; and (3) external influences and initiatives, such as federal, state, and foundation programs, have more of an impact on business collection development in small libraries than in large libraries. The various properties of these factors are discussed with a focus on how daily routine, tacit awareness, and expectations draw on structural rules and resources to produce and reproduce, or change, library systems and their business collections. The consequences of location in metropolitan or rural areas are identified, and mitigating strategies are suggested. External influences and new modes of production and distribution of business information are implicated in supporting the cultural hegemony of globalization by encouraging the introduction and use of ICTs in public libraries; however, use of ICTs to expand the business collection is dependent upon librarian interest and abilities as well as competing demands for scarce resources.
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Woolfrey, Lynn. "Archiving social survey data in Africa : an overview of African microdata curation and the role of survey data archives in data management in Africa." Master's thesis, University of Cape Town, 2009. http://hdl.handle.net/11427/8989.
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Includes bibliographical references (p. 124-157).This study examines current practice in the curation of social survey data in African countries and makes suggestions for future improvements in this regard. Curation of data refers to its preservation and management for reuse. Utilising survey data for the study of social phenomena other than those for which the original survey was initiated is a relatively new research approach in Africa. Thus best practice for this type of research is still being put in place by African organisations. This involves the development of optimal means of processing and storing the data for re-use. Of concern to this study is what constitutes the most effective way of managing and sharing the information garnered from these surveys as a resource for economic and social development in Africa. Social survey data refers to both the statistical information which is the final product of censuses or sample surveys, and the documentation provided with the data to facilitate its reuse. Documentation includes technical notes and questionnaires used in the survey process, as well as meta data (detailed information about the data) and reports produced concerning the final survey findings. The research looks at the history of the management of social survey data worldwide and in African countries, and the policies and processes involved in curating survey information in these countries. The comparative component of the study examines developments in this field internationally and compares these to practices on the African continent. International best practice in the field has been used to evaluate current methods of survey data archiving in African countries. The study presents strategies to ensure the optimal preservation and effective sharing of survey data among countries of the region. Strategies for the establishment of a Pan African network of data sharing organisations are suggested to support future repurposing of African census and survey data.
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Venters, Will J. "The introduction of knowledge management technology within the British Council : an action research study." Thesis, University of Salford, 2003. http://usir.salford.ac.uk/2104/.
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The study describes action research undertaken within the Knowledge Management programme of the British Council, a not-for-profit multinational organisation. An interpretive methodology is adopted because of its appropriateness to the study of real-life complex situations. There is a contested literature on Knowledge Management which this study explores and contributes too. The action research draws on a social constructivist stance to develop and introduce Knowledge Management systems for significant groups within the organisation. A rich set of issues emerge from the literature, and the action research, which contribute to the discourse on Knowledge Management systems and their use in practice. The study suggests that a methodological framework is beneficial in supporting the development and introduction of such systems. However the research identified that Knowledge Management problems cannot be identified and so reconceptualises Knowledge Management in terms of improvement. A framework is developed (AFFEKT: Appreciative Framework for Evolving Knowledge Technologies) to such improvement. This framework is used in the final action research cycle. The conclusions are drawn from a reflection on the application of this framework and reflection on broader issues raised by the action research. The study concludes that knowledge management systems should introduced through an ongoing iterative process of reflection and action. Knowledge Management systems should encourage new work practices, however this requires a realisation that the development of a Knowledge Management systems is a reflective process by which the system is integrated into existing practice and enables users to critique this practice. The study contributes to the discourse concerning the application of technology within Knowledge Management (Galliers 1999; Alavi and Leidner 2001; Butler 2002; Wickramasinghe 2002). It contributes to the field of Information Systems by describing a coherent narrative on the introduction of knowledge management systems within a unique organisational context, and by developing a framework to aid intervention.
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Dos, Santos Desiree. "Managing conflict in the library information services of selected universities." Thesis, Nelson Mandela Metropolitan University, 2015. http://hdl.handle.net/10948/d1020307.
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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.