M.Inf. / The introduction of technology has affected the service standards of most service organizations. Organizations were either negatively or positively affected. (Polokwane Municipality is no exception). Records management as a major function of service organizations needs to be developed to cope with the challenges brought about by technology. The study, therefore, investigated the possible role of electronic records management in a service organization. The aim of electronic records management is to improve service quality. By making use of an electronic records management system, organizations can render quality service. The introduction of technology in records management affects several aspects such as space, time, costs, customer satisfaction and the role of the records manager. Although technology may improve the standard of service in organizations, it is important for organizations to embark on staff development programmes. Employees should be trained to use the existing system, and encouraged to further their studies. Furthermore, organizations should encourage employees to affiliate with professional organizations, as the latter enables employees to embark on a process of lifelong learning. Once a well-trained workforce has been established, responsibilities must be allocated. Employees should be made aware of their limitations. Some should be tasked only with scanning in new information, while others could be made responsible either for maintaining or disposing of records. The most senior member of staff in the records management section should be responsible for any actions with regard to the disposal of records. Other departments such as Information Technology (IT) should assist with their expertise.

D. Litt. et Phil. / The purpose of this study was to determine the extent to which the information user’s behaviour and proper records management contribute to the performance of an organisation to ensure competitive survival. The purpose of records management in an organisation, the records life cycle in an organisation from the creator to the end-user and electronic records management were thoroughly explored. A survey was conducted to investigate the current position of the records management function at South African National Parks (SANParks) as well as the manner in which records as information sources are used by end-users (employees). Based on the survey results, it was discovered that SANParks as an organisation does not practice sound records management as preached by Section 13 of the National Archives and Records Service of South Africa Act (No. 43 of 1996 as amended). There is no consistency with regard to filing methods and the manner in which records are destroyed or deleted tells that there is no officially appointed records manager at SANParks. Even though information is considered the most vital resource for the future survival of SANParks, records as the main source of information are neglected and managed voluntarily by end-users themselves. There are no control measures for ensuring care and safe custody of records. An e-mail policy, filing procedure manual and disaster recovery plan do not exist. End-users are seen managing records on their own and there is no policy or guideline to ensure proper measurement and effective control of records. The lack of records management at SANParks indirectly affects the information user behaviour of employees to achieve competitive performance. The current means of communication dictates the manner in which records are managed. Since electronic means of communication are used most often, records management at SANParks is drastically shifting from manual to electronic. Recommendations for records management procedures within the context of empirical survey findings, the statutory framework and international standards are made. In conclusion, it is recommended that the records management function should form part of performance appraisal evaluation and that all members of staff should be evaluated in terms of their record-keeping skills.

Thesis (M.A. Information Studies (Electronic Records Management)) -- University of Limpopo, 2021 / There is a strong argument for a direct link between records management and delivery of justice to citizens in that to an extent that a country is ready to embrace information and communication technology (ICT), the lower the level of corruption in that country. This study investigated the role of electronic records management for effective delivery of justice in Limpopo Province police stations (LPPS) with the adoption of the exploratory survey research design based on quantitative and qualitative research approaches. The study adopted a pragmatic worldview to sample 100 police detective officers and 6 records managers with a 65% response rate in Lebowakgomo and Mankweng clusters of Limpopo province with the use of questionnaire and interview as data collection instruments. The study analysed quantitative data through SPSS for Windows while adopting Thematic Analysis for qualitative data. This study found that the LPPS had inadequate human resource and ICT infrastructure capacity for effective electronic records management and delivery of justice to citizens; that e-docket system had a positive impact in enhancing electronic records management, specifically with 24hour access and timely sharing of records; that poor internet connection emerged as the most prominent challenge faced when managing records; and that monitoring of the e-docket system and increased human resource and ICT infrastructure capacity could improve electronic records management. The study made the following recommendations in order to enable effective delivery of justice to citizens through electronic records management in LPPS: that there be minimum training requirements for those working with records in order to cultivate a culture of appreciating proper records management; that police stations be provided with enough computers with adequate network capacity; that a qualified records manager be appointed to administrate the management of records; and that offsite backup be implemented to ensure system recovery in case of disaster. / National Research Foundation (NRF)

The service sector of the global economy is undoubtedly growing and increasingly highlighting the criticality of service quality to enhanced profitability in most service organisations. The demand for accountability from different stakeholders, including clients, has also made service quality a highly debated, researched and most powerful competitive trend shaping marketing and business strategy. Developing reliable measurement instruments of service quality and strategies for the improvement of service quality invariably become the most important responsibilities for managers in many organisations. In the absence of conceptual clarity on service quality, divergent views on the dimensionality of service quality and the lack of a psychometrically valid service quality measure in archival institutions, this study set out to develop and subsequently validate a measurement instrument to assess service quality in an archival institutional setting. The two research questions investigated in this study were: (1) what are the dimensions for measuring service quality in archival institutions, and (2) how can the dimensions of service quality in archival institutions be measured effectively. The methodology for this study involved a two-phased qualitative and quantitative analysis addressing these two research questions. The study followed the standard psychometric procedure for developing constructs. This research has resulted in the important findings and relevant conclusions for both academics and practitioners interested in service quality in the archival environment. The service quality measurement instrument formulated is called ARCHIVqual and has three dimensions, namely (1) security of information (with 4 items), (2) integrity of information (with 3 items) and (3) usability of information (with 2 items). Besides measuring service quality in the archival environment, ARCHIVqual will also serve as a tool for conducting periodic surveys thereby identifying specific problematic areas in archival institutions. / Graduate School for Business Leadership / DBL

The service sector of the global economy is undoubtedly growing and increasingly highlighting the criticality of service quality to enhanced profitability in most service organisations. The demand for accountability from different stakeholders, including clients, has also made service quality a highly debated, researched and most powerful competitive trend shaping marketing and business strategy. Developing reliable measurement instruments of service quality and strategies for the improvement of service quality invariably become the most important responsibilities for managers in many organisations. In the absence of conceptual clarity on service quality, divergent views on the dimensionality of service quality and the lack of a psychometrically valid service quality measure in archival institutions, this study set out to develop and subsequently validate a measurement instrument to assess service quality in an archival institutional setting. The two research questions investigated in this study were: (1) what are the dimensions for measuring service quality in archival institutions, and (2) how can the dimensions of service quality in archival institutions be measured effectively. The methodology for this study involved a two-phased qualitative and quantitative analysis addressing these two research questions. The study followed the standard psychometric procedure for developing constructs. This research has resulted in the important findings and relevant conclusions for both academics and practitioners interested in service quality in the archival environment. The service quality measurement instrument formulated is called ARCHIVqual and has three dimensions, namely (1) security of information (with 4 items), (2) integrity of information (with 3 items) and (3) usability of information (with 2 items). Besides measuring service quality in the archival environment, ARCHIVqual will also serve as a tool for conducting periodic surveys thereby identifying specific problematic areas in archival institutions. / Graduate School for Business Leadership / DBL

Thesis (MPhil (Information Science))--University of Stellenbosch, 2010. / ENGLISH ABSTRACT: The past decade has seen a huge increase in the implementation and use of Electronic document and records management systems (EDRMS) in many public spheres. The South African government, in this case the Presidency, has now also adopted this system to comply with current legislation requiring government institutions to replace paper with electronic media as the preferred way of conducting their official business. In general, and as is evident from the available literature, it seems that Government organisations have been lagging behind in this regard. The failure to reap the expected benefits from this step by government institutions such as the Presidency forms the basis for this investigation, which examines the failures and successes in the implementation of an EDRMS and the factors affecting this process. The study used triangulation approach in order to arrive at a more reliable conclusion. Literature research has been used as a main data collection method for this study. It also serves as a basis for the approaches to subject matter that have been adopted. Data was also collected by conducting semi –structured interviews with government institutions, including the subject of this research, that have implemented EDRMS. The critical factors that have had an effect on the implementation of EDRMS were found to be of a strategic, social and technical nature. The study also found similarities in the factors affecting EDRMS implementation within government and identifies the need for further research focusing on how these factors differ between various types of organisations. / AFRIKAANSE OPSOMMING: Die afgelope dekade was daar ‘n ontsaglike toename in die instelling en toepassing van elektroniese dokument- en rekordbestuurstelsels (EDRMS) op talle openbare terreine. Die Suid-Afrikaanse regering, in hierdie geval die kantoor van die Staatspresident, het nou ook hierdie stelsel aangeneem om te voldoen aan huidige wetgewing wat staatsinstellings verplig om papier te vervang met elektroniese media as die aanbevole manier om hulle amptelike besigheid te bedryf. Oor die algemeen, en soos dit ook blyk uit die beskikbare bronne, lyk dit egter asof regeringsinstansies agter geraak het wat dit betref. Die feit dat die verwagte voordele van hierdie stap nie deur staatsinstansies soos die Presidensie benut is nie, vorm die grondslag vir hierdie ondersoek, wat die prestasies en weiering wat gepaard gaan met die instelling van `n EDRMS en die faktore wat hierdie proses affekteer van nader beskou. Navorsing van die literatuur is gebruik as die belangrikse datainsamelingmetode vir hierdie ondersoek. Dit dien ook as die basis vir die manier waarop die onderwerpmateriaal benader is. Data is ook ingesamel van staatsinstansies wat `n EDRMS ingestel het, soos die instansie wat hier bestudeer word. Die kritiese faktore wat ‘n invloed gehad het op die instel van `n EDRMS het geblyk van `n strategiese, sosiale en tegnies aard te wees. Die ondersoek het ook ooreenkomste gevind in die faktore wat die instel van `n EDRMS in die regering affekteer en indentifiseer ook die behoefte aan verdere navorsing wat gerig is op hoe hierdie faktore van organisasie tot organisasie verskil.

The study sought to investigate the viability of digital records management in the Office of the Premier (OTP) in the Eastern Cape Province. The objectives of the study were to establish the current status of digital records management in the OTP, determine the compliance with the legal framework, identify the requisite infrastructure for digital records management (DRM), describe the security and preservation measures for DRM, and the challenges of managing digital records. Purposive sampling was used to select 40 participants. A questionnaire was used to collect data. The study revealed that the OTP has taken a number of initiatives aimed at establishing records management practices. However, the study found that the OTP is faced with a number of challenges in trying to use the Electronic Document and Records Management System (EDRMS). The majority of the employees did not have any qualification in records management. This lack of skills and competencies affects the implementation of the new system. The findings of the study showed that most of the employees were resisting using the new system because they were not comfortable with it. The study recommends that the department should encourage its staff to get training to be knowledgeable in the use of EDRMS which generates records; the staff should work closer with the consultancy in order to gain skills and knowledge to facilitate the change process, and the security and preservation of digital records should be enhanced.

This Master thesis focuses on the concept of Records Management (RM) and Electronic Records Management (ERM) and how the adoption of an Electronic Document Records Management System (EDRMS) affects a business setting. The research focuses on the factors of perceived efficiency and on the costs that exist in a company. More specifically, this Master thesis is a qualitative exploratory case study which's aim is to examine and present the experiences and the attitudes of 4 individuals who are working in companies that possess an EDRMS. In order to acquire this deeper understanding, the data collection methods that were used were the in person semi structured interviews and the observation. During the research was examined how the perceived efficiency and the costs in a company are affected by a proper RM/ERM program. The analysis of the collected data shown that the specific individuals in the specific firms are benefited by the EDRMS and that their work is improved.

The global perspective on digital revolution is one that has received a rapturous approval from information professionals, scholars and practitioners. However, such an approval has come at a great cost to memory institutions as the preservation of digital information has proved to be a complex phenomenon to memory institutions. Guided by the multi method design and underpinned by the triangulation of questionnaires, interviews, observation and document analysis, the study examined digital preservation of e-government in Ghana. Findings revealed that the creation of databases, digital publication, emails, website information and tweets were often ocassioned by the use of ICT, e-government, and application of legislations and public policies. It observed that these types of digital records were in urgent need for preservation as most of the ministries and agencies were unable to access their digital records. While the application of a digital preservation tool (Lots of Copies Keeps Stuff Safe) was a familiar terrain to the ministries and agencies, there was expressed lack of awareness about digital preservation support organisations and digital preservation standards. The study identified funding, level of security and privacy, skills training and technological obsolescence as factors that pose key threats to digital preservation. It noted backup strategy, migration, metadata and trusted repositories as the most widely implemented preservation strategy across the ministries and agencies. On the other hand, cloud computing, refreshing and emulation were the least implemented preservation strategies used to address the digital preservation challenges . The study recommends that the ministries and agencies can address many of the digital preservation challenges if they leverage on collaborative and participatory opportunities. Such collaborative and participatory opportunities involve the use of experts from other institutions to share resources and use a common protocol through cloud computing and Open Data. It further recommends that the process of developing a digital preservation policy can be guided by a template document from other jurisdictions / Information Science / D. Litt et Phil. (Information Science)

隨著電腦化的普及，各政府機關因業務處理產生大量電子文件，電子文件管理及鑑定已成為檔案管理重要工作內容。 　　本研究主要目的為探討英國、美國、澳洲、加拿大四國對於電子文件管理及鑑定政策實施情況之了解，並針對國內八所政府機關電子文件管理及鑑定情況做調查分析，希望透過歐美國家電子文件管理及鑑定研究的經驗及現行作法，比對目前國內作法，希望提供國內電子文件管理及鑑定工作之參考。 本研究探討歐美四國電子文件現行鑑定作法，除了包含發展出新式的技術鑑定做法，同時也兼顧了傳統紙本式鑑定哲學。在國內部份發現受訪的政府單位對於電子文件管理及鑑定上除了較欠缺完善的電子文件管理流程外，對於電子文件保存系統及電子文件鑑定作法，仍在發展及成形之階段。 研究最後提出五點建議，期許國內電子文件管理及鑑定工作能更斟完善。