Submitted in fulfilment of the requirements for the Degree of M.Bibl in the Faculty of Arts at the University of Zululand, 1995. / The purpose of this study was to determine if there was a collection security problem in South African libraries, with specific reference to Natal, to determine the extent of the problem, to find out why these problems exist, and to see if the countermeasures applied by the Natal libraries were effective-Data collection was done by means of a literature study, three empirical surveys, and a sample stocktaking exercise at the four libraries included in this project, to determine their loss rate. The results show that theft/loss and mutilation of library materials are problems of considerable magnitude, locally and internationally. (In 1991 it was estimated that in the United Kingdom library materials to the value of ± £100 million were lost) - The stocktake completed at three of the four Natal libraries included in this study <The University of Natal, Durban's was incomplete) revealed that the combined, average loss rate was 15.5*/. (with a monetary value of Rl,6^8,710.00) which was above the accepted norm of E5.-105i. The Durban Municipal Library had the lowest rate ) followed by the University of Durban-Westvil le (11%), and the University of Zululand (23K). The two university libraries, where it was possible to complete the sample stocktake (i.e. the University of Durban-Westville and the University of Zululand>, used the 3M electronic security system and the Durban Municipal Library the Checkpoint system. The main reasons for theft varied from, not having enough funds, and being selfish, to the book was not available in the bookshop and the user thought s/he would not get caught. The reasons for mutilation varied from, the user was not aware of the cost of replacing mutilated material, being selfish and to prevent others from getting the same information. It was also found that the photocopy services needed to be upgraded to prevent frustrated users from stealing or mutilating library materials, of the 343 respondents who participated in the survey conducted at the four libraries included in this study were inconvenienced by mutilation. The reasons for theft and mutilation by users in the Natal libraries coincided with those of the international world as found in the literature survey. Security or countermeasures are not effective and must be improved, i.e. the librarians must change their attitude towards library crimes, facilitate user access, implement a regular stocktaking programme, educate the library users, and publicise acts of theft and mutilation.

The quest to generate, preserve and utilise knowledge is driving firms and organisations towards a knowledge-based approach to managing organisational knowledge assets. Therefore, knowledge management (KM) is becoming increasingly important for organisations such as academic libraries to enhance their competitive edge in performance, to become more effective and to keep the organisation’s knowledge for future use. The importance of KM cannot be overemphasised in terms of how academic libraries can find meaningful and effective ways to manage knowledge resources to improve the services rendered to information users. Pressure is mounting for academic libraries to attain, retain and share knowledge for strategic planning, decision-making and remaining competitive. The adoption of radio-frequency identification (RFID) technologies is one of the preferred approaches to managing organisational knowledge assets; therefore, this was the motivation for undertaking this study in order to understand how these new technologies can change the knowledge management landscape in academic libraries. A qualitative research methodology, informed by the interpretivist research philosophy, was adopted in this study. Data were collected from a sample of 12 participants using non-probability purposive and convenience sampling techniques. The use of purposive and convenience techniques was ideal for this study because the participants were readily available and possessed the relevant data required to address the research questions and research problem of the study. Open-ended questions were designed to form an interview guide, which was the main data collection instrument. Annual reports, system manuals and user manuals were consulted to augment the primary data collected to address the problem at hand. The findings from the study showed that RFID technologies improved efficiency, tracking and tracing, inventory management and assisted with planning. It was revealed that users of RFID technologies required further training and development to fully utilise these systems for the benefit of the organisation. The study was conducted using a small sample of 12 participants; therefore, it was recommended that further studies could be conducted with large sample sizes using different research strategies. It was suggested that further research should be conducted to establish how change programmes have been managed before in other departments or sections and how the staff exodus was managed. An organisation-wide research would be recommended to ascertain the views and opinions of a larger population so that findings can be generalisable. / Information Science / M. Inf. (Information Science)

Service quality has always been a tacit assumption within the delivery of academic library services, but since the 1990s demands for accountability from different stakeholders, including the clients, made service quality a highly debated and researched focus in academic libraries all over the world. The scope of the study covers a wide-ranging analysis of discourses underpinning service quality and its accompanying performance indicators in academic libraries. Using the academic library of the University of South Africa as an illustrative case study, this study examines the possible impact of inventory control on the service quality of the academic library in three areas, namely access to information resources, retrieval of information resources and positive implications for sound financial management. The study's findings all point to a positive enhancement of service quality in regard to the three areas mentioned. / Information Science / M. Inf.

Service quality has always been a tacit assumption within the delivery of academic library services, but since the 1990s demands for accountability from different stakeholders, including the clients, made service quality a highly debated and researched focus in academic libraries all over the world. The scope of the study covers a wide-ranging analysis of discourses underpinning service quality and its accompanying performance indicators in academic libraries. Using the academic library of the University of South Africa as an illustrative case study, this study examines the possible impact of inventory control on the service quality of the academic library in three areas, namely access to information resources, retrieval of information resources and positive implications for sound financial management. The study's findings all point to a positive enhancement of service quality in regard to the three areas mentioned. / Information Science / M. Inf.