With most employees in Engineering Small and Medium Enterprises (SME) now having access to their own personal workstations, the need for information security management to safeguard against loss/alteration or theft of the firms’ important information has increased. These Engineering SMEs tend to be more concerned with vulnerabilities from external threats, although industry research suggests that a substantial proportion of security incidents originate from insiders within the firm. Hence, technical preventative measures such as antivirus software and firewalls are proving to solve only part of the problem as the employees controlling them lack adequate information security knowledge. This tends to expose a firm to risk and costly mistakes made by naïve/uninformed employees. This dissertation presents an information security awareness process that seeks to cultivate positive security behaviours using a behavioural intention model based on the Theory of Reasoned Action, Protection Motivation Theory and the Behaviourism Theory. The process and model have been refined and verified using expert review and tested through action research at an Engineering SME in South Africa. The main finding was information security levels of employees within the firm were low, but the proposed information security awareness process increased their knowledge thereby positively altering their behaviour.

This project aimed at assessing and evaluating the extent to which deployed ICTs in the rural area of Dwesa have impacted on the lives of the residents there. This occurred between February 2008 and December 2009. The ICTs are an initiative collaboration of University of Fort Hare and Rhodes University, sponsored by Telkom SA, the Government of Finland and other market players. This research started by reviewing the extent to which rural areas in general have lagged behind in terms of accessing ICTs, paying closer attention to governmental policies and initiatives towards rural development. The project then looked at the currently available ICTs in Dwesa and trying to measure the extent to which they have been useful or rather complicated the lives of the people there. Also important was a review of the efforts made by the technology innovators towards ensuring that relevant and appropriate technologies were made available to the rural people. The project also looked into issues of sustainability, maintenance and general running of the project to ensure its success. Important key findings on access, appropriateness of ICTs, use and knowledge about the ICTs, literacy levels, education standards and readiness of community to use ICTs were made during this research. Also included in the findings are issues on state of infrastructure, already present services, and current uses of ICTs as well as notable positive ICT impact in Dwesa. The most important findings of this research were to assist in providing a detailed prediction of future impact of various possible new technologies that can be introduced to Dwesa. This research also had to be able to bring out a monitoring and evaluation system that should measure the impact of the ICT interventions over the past 5 years. This project was initiated in 2005 and is identified by the name Siyakhula Living Lab. The concept of a living lab is a new term for providing ICTs in an area where their usefulness can be tested based on the natural environment in which they are being used.

Wireless technologies, such as Worldwide Interoperability for Microwave Access (WiMAX) and Wireless Fidelity (WiFi), are making it easier to provide the much needed telecommunications infrastructure in marginalized areas worldwide. These technologies enable the rapid deployment of network services as well as their redistribution throughout these marginalized areas. The ability to bring Internet connectivity to previously underserviced and marginalized areas has the potential to leap-frog socio-economic development and improve participation in the global knowledge economy. This study investigated how wireless access technologies, such as WiMAX and WiFi, can be integrated and used to deliver ubiquitous distributed Internet connectivity with increased capillarity in rural areas. The research was undertaken within an ICT for Development (ICT4D) intervention called Siyakhula Living Lab (SLL) which is based in the Eastern Cape province of South Africa. The research further eliminated the accessibility constraints associated with long distances and remoteness from the Digital Access Nodes (DANs) and provided increased penetration in the network in contrast to the traditional Telecentre model which has been used extensively in ICT4D interventions. This was achieved by deploying WiFi hotspots around the DANs and extending the existing SLL WiMAX backbone to increase the network footprint to neighboring communities. The technical result of the research has been the provision of increased capillarity on the network and service redistribution throughout the entire Dwesa community. Consequently, this has given local community members an opportunity to access network services easily and ubiquitously. Finally, the research investigated and presented the benefits of such wireless network deployment configurations on ICT4D activities in marginalized areas.

Technological advancement has changed the way things are done in this era. Instructing and erudition process in conventional and Open Distanced and e-Learning (ODeL) is no exception, thus, creating a stint in the manner in which educators educate and the manner wherein students learn. This dissertation focusses on the role of ICT in ODeL environment. Guided by the transactional distance theory and the rhizomatic learning, this study tried to investigate the role of ICT in ODeL environment. The design was to investigate: (a) The effectiveness of ICT tools for instructing and learning; (b) whether ICT boost learning interaction; (c) foster flexibility; (d) supports the students to make decisions; and (e) allows students to connect learning in ODeL. The study utilized a blended techniques approach, and data was congregated through a questionnaire and interviews. A sample of 52 registered postgraduate students in the master of education (M.Ed programme) and seven lecturers within the College of Education were purposively and conveniently selected in the study. The survey questionnaire comprised of 53 question items for students, and 48 question items questions for lecturers. The questionnaire for both students and lecturers also had open-ended questions. Considering distance learning, it was difficult for the researcher to administer a questionnaire using any other method except the online tools. The congregated data was analysed utilizing descriptive and inferential statistics. The outcomes revealed that the integration of ICT in ODeL environment was effective and enhanced the educational process, promote interaction, foster the flexibility of the education programmes, support student autonomy and allow students to connect with different learning nodes. It was established in the study that ICT in ODeL has helped in transforming the education process. The study recommends that the institution should avail ICT facilities and provide users with high speed Internet. The institution should also make provision for technical support to users. Furthermore, both students and lectures should be armed with relevant technological know-how and dexterities. / Science and Technology Education / M. Ed. (Technology Education)

Learnerships are occupational and vocational education training programmes that have been provided to fast-track acquisition of qualifications for unemployed youth, equipping them with knowledge, skills and experience. This research is an investigation of learners’ experiences of learnership programmes and the factors affecting the retention of the learners. More precisely, the research is about learners’ experiences of learnership programmes in an information technology (IT) organisation in South Africa. The retention rates of learners in learnership programmes have been comparably low in recent years. In order to understand this phenomenon, one had to investigate the factors that affect such retention rates. This is a study of the lived experiences of learners enrolled in a learnership programmes, conducted to examine their perceptions of a learnership qualification. A qualitative research approach was used to collect the lived experiences of 16 participants selected from one training provider. Semi-structured interviews were undertaken with the learners. The data collected was analysed by adopting thematic analysis and findings presented in a narrative form. The results from both the theoretical framework and the empirical inquiry suggest that competitive remuneration, career advancement possibilities, exciting jobs and opportunity for personal development improve learner retention, whereas the lack of these attributes is seen to entail turnover. The study was conducted in only one IT organisation and the results cannot, therefore, be generalisable throughout the IT learnership programmes. Future studies should include learners from a sizeable number of organisations and should also consider organisations in other provinces, and not those in Gauteng alone. / Industrial and Organisational Psychology / M. Com. (Industrial and Organisational Psychology)

This study investigates the use of telecentres for educational purposes in telecommunications under-serviced regions of South Africa. The problem addressed by this research has both equity and efficiency aspects. In particular, the thesis examines the impact of telecentres on the formal and non-formal education outcomes of recipient communities - four telecentres, two in townships and two in rural areas. The urban telecentres are Siyabonga in Orange Farm near Johannesburg and Mamelodi Communication and Information Services (MACIS), in Mamelodi township, near Pretoria in Gauteng Province. The rural telecentres are Tombo near Port St Johns in the Eastern Cape Province and Hoxani near Bushbuckridge on the Mpumalanga-Limpopo Province border. The main aim of the research is to conduct a quantitative survey of the telecentre users’ use of telecentres in the above mentioned locations. On the basis of this, the thesis seeks to come to some conclusions about the use and effectiveness of the South African telecentre program. The quantitative analysis of users is supported by a qualitative report and analysis of data gathered through personal interviews of telecentre operators and employees. The thesis reports on the outputs of the centres, limitations in their function, inhibitors to their economic performance, and recommendations for improving their operations. Some of the findings are that telecentres established through public-private partnership (PPP) funding are more effective and successful, computer literacy is a major resource offered, Hoxani telecentre offers outcomes-based education management skills training for local teachers, while Tombo, MACIS and Siyabonga telecentres offer additional business and electronic courses. The thesis also reviews the South African telecentre program against the background of similar programs in selected Asian and Latin American countries, Australia, Canada, and Europe and against the background of an analysis of South African post-apartheid telecommunications sector reforms (1996 to 2007). Insights into the unique nature of challenges facing geographically located telecentres as well as a new model for understanding telecentre operations in South Africa are offered. / Communication Science / D.Litt. et Phil.(Communication Science)

Financial services institutions invest in self–service technologies for various reasons. These include the demands to rationalise costs and to meet the channel preferences of a „technology- savvy‟ client base. Some advantages of self–service technologies (“SSTs”) include the optimisation of staff activities and faster and improved customer services. Retail banks experience various migration-related costs when migrating customers to an SST environment; in terms of both branch infrastructure and the development of employee skills. Some customers continue to favour face-to-face service interactions, which necessitates an identification and evaluation of the necessary skills required by employees to facilitate this migration process. This study aims to both identify and classify the requisite skills needed by financial services professionals to enable them to migrate customers from physical to electronic service channels; including ATMs. With the appropriate training and competencies, employees can guide customers more effectively through the migration process in a non-judgemental way. This would, in turn, address the lack of self-service technology understanding among customers in the longer term. The lack of support from skilled service employees has, in many instances, led to customers paying higher transactional fees and experiencing inconvenience at physical channels, thereby resulting in overall lower self-service usage. / Business Management / DBL

This study investigates the use of telecentres for educational purposes in telecommunications under-serviced regions of South Africa. The problem addressed by this research has both equity and efficiency aspects. In particular, the thesis examines the impact of telecentres on the formal and non-formal education outcomes of recipient communities - four telecentres, two in townships and two in rural areas. The urban telecentres are Siyabonga in Orange Farm near Johannesburg and Mamelodi Communication and Information Services (MACIS), in Mamelodi township, near Pretoria in Gauteng Province. The rural telecentres are Tombo near Port St Johns in the Eastern Cape Province and Hoxani near Bushbuckridge on the Mpumalanga-Limpopo Province border. The main aim of the research is to conduct a quantitative survey of the telecentre users’ use of telecentres in the above mentioned locations. On the basis of this, the thesis seeks to come to some conclusions about the use and effectiveness of the South African telecentre program. The quantitative analysis of users is supported by a qualitative report and analysis of data gathered through personal interviews of telecentre operators and employees. The thesis reports on the outputs of the centres, limitations in their function, inhibitors to their economic performance, and recommendations for improving their operations. Some of the findings are that telecentres established through public-private partnership (PPP) funding are more effective and successful, computer literacy is a major resource offered, Hoxani telecentre offers outcomes-based education management skills training for local teachers, while Tombo, MACIS and Siyabonga telecentres offer additional business and electronic courses. The thesis also reviews the South African telecentre program against the background of similar programs in selected Asian and Latin American countries, Australia, Canada, and Europe and against the background of an analysis of South African post-apartheid telecommunications sector reforms (1996 to 2007). Insights into the unique nature of challenges facing geographically located telecentres as well as a new model for understanding telecentre operations in South Africa are offered. / Communication Science / D.Litt. et Phil.(Communication Science)

Financial services institutions invest in self–service technologies for various reasons. These include the demands to rationalise costs and to meet the channel preferences of a „technology- savvy‟ client base. Some advantages of self–service technologies (“SSTs”) include the optimisation of staff activities and faster and improved customer services. Retail banks experience various migration-related costs when migrating customers to an SST environment; in terms of both branch infrastructure and the development of employee skills. Some customers continue to favour face-to-face service interactions, which necessitates an identification and evaluation of the necessary skills required by employees to facilitate this migration process. This study aims to both identify and classify the requisite skills needed by financial services professionals to enable them to migrate customers from physical to electronic service channels; including ATMs. With the appropriate training and competencies, employees can guide customers more effectively through the migration process in a non-judgemental way. This would, in turn, address the lack of self-service technology understanding among customers in the longer term. The lack of support from skilled service employees has, in many instances, led to customers paying higher transactional fees and experiencing inconvenience at physical channels, thereby resulting in overall lower self-service usage. / Business Management / DBL

Knowledge management (KM) has been cited as a strategic asset and a source of competitive advantage for organisations. While the issues of KM have been widely discussed by many researchers, there is a paucity of studies pertaining to the role of KM in enhancing organisational performance, especially in the banking sector. The focus of this research was to investigate the role of KM in enhancing organisational performance in selected banks of South Africa. The objective was to find out how knowledge was identified, captured, organised and retained in order to enhance performance of the banks. There is uncertainty about whether the use of KM could partly solve the banks‟ approaches to improving their quality of service to their communities in the modern information environment. Though KM has been implemented in commercial and business environments towards operational advantages and financial gains, KM survival principles and tools might help South African banks improve performance and fulfil their mandate. Knowledge, when properly managed, can significantly enhance an organisation‟s performance. The research design that was used in this study was an embedded case study design. Quantitative data were collected from a sample of middle level managers with the aid of a survey whilst interviews and document analysis were used to collect qualitative data. The findings of this study indicated that KM concepts were not universally understood at selected banks. The findings showed that collaboration between banks and the communities in creating a meaningful and relevant knowledge environment was essential for the survival of organisations. The banking industry practices were not deliberately based on KM but the study established that they were amenable to KM practices. The recommendation was to perform a knowledge inventory which could help develop appropriate institution-wide policies and practices for proper and well-organised methods of integrating work processes, collaborating and sharing (including the efficient use of knowledge technology platforms), and developing an enabling institutional culture. / Information Science / D. Litt. et Phil. (Information Science)