The purpose of this study was to examine the relationship between the use of information and communication technologies (ICTs) and the document delivery service (DDS) at an open distance learning institution (ODL). A quantitative survey was conducted using a convenience sample (N=107) of the students registered in the Master’s programme with the College of Education (CEDU) at the University of South Africa (UNISA). Pearson’s correlational analysis was used to determine the students’ perceptions of the relationship between the use of information and communication technologies (ICTs) and the DDS at an ODL institution. The results indicated a negative relationship between computer literacy and communication channels. Furthermore, the results indicated that information literacy skills positively and significantly predict the means of access to the Internet and library skills training predict access to information. The findings of this study show a need for future research in exploring the association between the use of ICTs and document delivery services. In order to rectify the challenge in an ODL institution, it is suggested that ODL institutions should ensure that both librarians and students possess the required skills and competencies. It is recommended that future research takes into consideration the limitations of this study. / Information Science / M. Inf.

M. Tech. Business Administration / This study was conducted at UNISA Library in 2012 in order to assess the perceptions regarding the process mapping exercise that was conducted by UNISA Library as a means of improving performance based on a random sample of 43 employees of UNISA Library. The study also focused on the implementation of continuous improvement at the UNISA Library.

M.Inf. / Belbin's team role theory is a popular team building tool. This study aims to establish whether Belbin's theory can be meaningfully applied to an information service enterprise. Belbin's team role theory is explained and its uniqueness, when compared with similar theories such as Margerison and McCann's team role theory and the Myers-Briggs Type Indicator, is highlighted. Belbin's theory is then applied to a team in the Unisa Library to evaluate how the 'end-user', the trainee, views the value of this team role theory. Their views are then evaluated using a research/evaluation questionnaire. The findings are discussed and the conclusion is reached that Belbin's team role theory can be meaningfully applied in an information service enterprise. The feedback of the respondents indicates that they were satisfied with the accuracy and truthfulness of the results and that they were of the opinion that their team roles reflected their personalities rather than their values and culture. For them the main value lies in the renewed self-insight and increased self-confidence gained from the exercise. They also indicated its potential for improved cooperation and problem solving within team context. Furthermore they were confident that the team roles could be used when the reengineering plan is implemented in the Unisa Library. Finally it is recommended that team building needs to form an integral part of the reengineering implementation process. With regard to team development the need to focus on the 'task', 'team', 'individual' and the 'organisational context' is emphasised.

In this study, research was conducted on the information needs of Unisa students. Most distance students do not personally visit the library, which makes it difficult for librarians to determine whether or not they are meeting their needs. The library plays an important support role in any university, especially in the open distance learning context. It is therefore important for librarians serving distance learners to continually evaluate their services in order to see if they are still meeting their client’s needs. The aim of this study was to determine if students are aware of the library services to which they are entitled, and if the library is successfully reaching and assisting remote students, and how its services can be improved. Questionnaires were posted to students, and interviews were conducted with on-campus students and staff. Chapter 1 covers the orientation and background to the study. Chapter 2 discusses the research methods used to collect information. In Chapter 3, the library needs of distance learners were discussed, while Chapter 4 presented a discussion of the findings drawn from the questionnaires and interviews, and Chapter 5 makes recommendations based upon these findings. It was found that some of the students surveyed were not aware of their library privileges. It is recommended that the Unisa library employ better strategies to market the library services available to students. Furthermore, the library needs to find better ways to reach out to remote students who have no access to information and communications technology upon which the modern library is so reliant.

In this study, research was conducted on the information needs of Unisa students. Most distance students do not personally visit the library, which makes it difficult for librarians to determine whether or not they are meeting their needs. The library plays an important support role in any university, especially in the open distance learning context. It is therefore important for librarians serving distance learners to continually evaluate their services in order to see if they are still meeting their client’s needs. The aim of this study was to determine if students are aware of the library services to which they are entitled, and if the library is successfully reaching and assisting remote students, and how its services can be improved. Questionnaires were posted to students, and interviews were conducted with on-campus students and staff. Chapter 1 covers the orientation and background to the study. Chapter 2 discusses the research methods used to collect information. In Chapter 3, the library needs of distance learners were discussed, while Chapter 4 presented a discussion of the findings drawn from the questionnaires and interviews, and Chapter 5 makes recommendations based upon these findings. It was found that some of the students surveyed were not aware of their library privileges. It is recommended that the Unisa library employ better strategies to market the library services available to students. Furthermore, the library needs to find better ways to reach out to remote students who have no access to information and communications technology upon which the modern library is so reliant.

Text in English, abstract in English, Afrikaans and Venda / This study developed and tested an integrated internal communication audit (IICA) tool to evaluate the communication strengths and weaknesses of the Unisa Library. The existing communication audit instruments were explored, namely: the Communication Satisfaction Questionnaire (CSQ) and the International Communication Association (ICA) audit were adapted and complemented by the Organisational Culture Survey (OCS) and the Critical Incident Technique (CIT). The current trends and the trends in South Africa were also explored. The sequential mixed method design consisting of the semi-structured qualitative interviews and the quantitative surveys were used to collect data. The ATLAS.ti and the Statistical Package for Social Sciences (SPSS) software packages were used to analyse qualitative and quantitative data. The results revealed the IICA as an appropriate tool for measuring the integrated internal communication of the Unisa Library. The IICA identified the communication needs of employees; the active and preferred communication channels; and the positive and negative communication experiences of employees. / Hierdie studie het ʼn geïntegreerde interne kommunikasie-oudit (IICA)-hulpmiddel ontwikkel en getoets om kommunikasie-sterkpunte en -swakhede van die Unisa-biblioteek te evalueer. Die bestaande kommunikasie-oudit-instrumente was ondersoek, naamlik: die Kommunikasietevredenheidsvraelys (CSQ) en die Internasionale Kommunikasievereniging (ICA) se oudit is aangepas en gekomplementeer deur die Organisasiekultuur-opname (OCS) en die Kritiese-insident-tegniek (CIT). Die sekwensiële gemengdemetode-ontwerp, bestaande uit die halfgestruktureerde kwalitatiewe onderhoude en die kwantitatiewe opnames, is gebruik om data in te samel. Die ATLAS.ti-programmatuurpakket en die Statistiese Pakket vir Sosiale Wetenskappe (SPSS)-programmatuur is gebruik om kwalitatiewe en kwantitatiewe data te ontleed. Die resultate gewys die IICA as ʼn geskikte hulpmiddel was in die meting van die geïntegreerde interne kommunikasie van die Biblioteek. Die IICA geïdentifiseer die kommunikasie behoeftes van werknemers; die aktiewe en voorkeur kommunikasie kanale; en die positiewe en negatiewe kommunikasie ervarings van werknemers. / Ngudo iyi yo bveledza na u linga tshishumiswa tsha u Sedzulusa Vhudavhidzani ha nga ngomu ho Ṱanganelaho (Integrated Internal Communication Audit (IICA), u ṱola vhuḓi na vhuvhi ha vhudavhidzani kha Ḽaiburari ya Univesithi ya Afrika Tshipembe. Zwishumiswa zwa u sedza vhudavhidzani zwi re hone zwo sedzuluswaho zwi katela: Mbudzisambekanywa dza Vhudavhidzani dzine dza fusha ṱhoḓea (Communication Satisfaction Questionnaire) (CSQ) na tshishumiswa tsha u sedzulusa vhudavhidzani tsha Dzangano ḽa Dzitshaka ḽa Vhudavhidzani (International Communication Association) (ICA). Zwishumiswa izwo zwo ḓadziswa nga tshishumiswa tsha Ṱhoḓisiso ya Mvelele ya Tshiimiswa (Organisational Culture Survey) (OCS) na Tshikalo tsha u ela Maitele a Zwithu zwa ndeme (Critical Incident Technique) (CIT). Pulane ya thevhekano ya maitele o ṱanganelaho o vhumbwaho nga maitele a ṱhoḓisiso ane a shumiswa kha saintsi dza matshilisano (qualitative) na maitele a ṱhoḓisiso ane a shumisa zwiṱatisiṱika na mbalo (quantitative) zwo shumiswa u kuvhanganya mawanwa. Phakhedzhi ya Sofuthiwea ya ATLAS.ti na phakhedzhi ya Siṱatisiṱika ya Saintsi dza Matshilisano (Statistical Package for Social Sciences - SPSS) dzo shumiswa u saukanya mawanwa a ṱhoḓisiso dza matshilisano na a ṱhoḓisiso dza zwiṱatisiṱika na mbalo. Mvelelo dzo bvisela khagala uri IICA ndi tshishumiswa tsho teaho u ela vhudavhidzani ho ṱanganelaho ha nga ngomu Ḽaiburari ya Univesithi ya Afrika Tshipembe. Tshishumiswa itshi tsho bvisela khagala thoḓea dza vhashumi dza vhudavhidzani, zwishumiswa zwa vhudavhidzani zwine zwa khou shumiswa na zwi takalelwaho; na tshenzhemo ya vhashumi kha vhudavhidzani havhudi and vhu si havhudi. / Communication Science / M. Comm (Communication Science)

This study was conducted at the UNISA Library. The study sought to investigate the information technology skills and competencies of the library staff members in the Information Resource Distribution directorate of the University of South Africa Library, with regard to the utilisation and application of information technology tools to handle or process online requests from remote clients timeously and efficiently. Observation, questionnaires and interviews were used to collect data, whereby all the information resource distribution staff members and their supervisors were asked to participate. The study found that information resource distribution staff members were skilled and competent with regard to processing online requests from remote clients. This means that they were able to use IT to process and deliver requested information resources. However, observation indicated that staff members lack the dedication and commitment to ensure speedy processing and delivery of requests. In addition, they were faced with problems and challenges that impacted on them not providing quality services to remote clients. The researcher outlined some recommendations that could be helpful in solving these identified challenges. / Information Science / M.A. (Information Science)

During the 21st century, electronic resources have become an important component in every sector of society and the academic sector is no exception. Academic libraries worldwide have adopted the technologies involved in electronic resources, with some replacing their traditional collections with e-resources, which are more accessible by users. This study was conducted at the University of South Africa (Unisa) and was aimed at investigating the levels of awareness and usage of e-resources by third-year students in the School of Arts. The study used the descriptive survey study design, which is quantitative in approach. The target population comprised of 5 377 third-year students enrolled in the seven departments in the School of Arts and a proportional sample of 360 students was drawn from the population by using stratified random sampling. Library staff was also included in the study, in order to determine students’ usage patterns of e-resources and to establish initiatives available at the Unisa Library to increase awareness and use of e-resources. Online questionnaires distributed via Survey Monkey were used as the data collection instrument. The study established that the Unisa Library subscribes to a wide range of e-resources and has a number of initiatives in place to encourage the awareness and usage of these resources. However, 50, 3% of the student respondents were unaware of the availability of Unisa e-resources. The study also established that the majority of students use e-resources for study and research and that, although they have basic information and communication technologies (ICTs) skills, the majority of students lack advanced information search and retrieval skills, which are required to utilise e-resources properly. The four main barriers that prevent students from accessing and using e-resources were the cost of access to the internet, unavailability of relevant literature for studies, lack of time to do online searches and preference for information freely available on the internet. To encourage increased awareness and use of e-resources, the study recommend the development of an e-resources marketing strategy, the introduction of an information literacy module for all first-year students, the provision of infrastructure and technologies for access, development of specialised library assistance services, balancing of the electronic library collections across different subjects, tutors including more e-resources references in study guides and tutorial letters and hiring of more library staff. The study concludes that the Unisa Library has a wide variety of electronic library resources and services needed in academic institutions, but awareness and usage of the resources is quite low, due to several factors highlighted in the study. Therefore, the Library should step forward and ensure that the resources are fully utilised by following the recommendations suggested in the study. / Information Science / M. Inf.

Text in English with abstracts in English, Zulu and Sotho / Social media have taken a lead in academic libraries; however, there are still questions on how libraries are using social media tools to enhance their service delivery. The aim of this exploratory study was to investigate the use of social media tools by library staff working in the University of South Africa’s (Unisa) main library on the Muckleneuk Campus. Since it was realised that not all staff members use social media tools in the execution of their daily tasks, the first objective was to establish which staff members do use social media tools and for which purpose the tools are being used. A further objective was to learn about the potential advantages of social media tools to improve service delivery. The study also endeavoured to acquire an understanding of the challenges that social media tools present to its users. Based on the literature review, it could be established that libraries, and specifically academic libraries, utilise social media for marketing, dissemination of information, reference services, and communication with users and to answer student queries. The reported findings of this study concur with the findings reported in the literature review. The empirical data, which were collected through a qualitative survey questionnaire and interviews with library staff who use social media tools, revealed that only staff who communicate with library patrons, namely information processors and marketing staff, use social media tools. The findings also showed that the Unisa Library has specific guidelines and policies that guide the use of social media tools to interact with users, market the library and communicate events and service delivery changes. / Izinkundla zokuxhumana komphakathi sezihamba phambili emitapweni yolwazi yasemanyuvesi, kodwa kusanemibuzo eminingi maqondana nokuthi imitapo yolwazi iwasebenzisa kanjani amathuluzi ezinkundla zokuxhumana komphakathi ukuthuthukisa ukuhlinzekwa kwezidingo. Inhloso yalolu cwaningo oluhlola kabanzi kwakungukubheka ukuthi abasebenzi basemtapweni wolwazi omkhulu waseNyuvesi YaseNingizimu Afrika (i-Unisa) ekamu laseMuckleneuk bawasebenzisa kanjani amathuluzi ezinkundla zokuxhumana komphakathi. Njengoba sekwabonakala ukuthi akuwona wonke amalungu angabasebenzi asebenzisa amathuluzi ezinkundla zokuxhumana komphakathi ekuqhutshweni kwemisebenzi yawo yansuku zonke, injongo yokuqala kwakungukubheka ukuthi yimaphi amalungu omphakathi asebenzisa amathuluzi ezinkundla zokuxhumana komphakathi futhi awasebenzisela ukwenzani. Enye injongo kwakungukufunda mayelana nokuhle okungadalwa ngamathuluzi ezinkundla zokuxhumana komphakathi ukuthuthukisa ukuhlinzekwa kwezidingo. Lolu cwaningo lwaluqonde nokuqonda izingqinamba abantu abasebenzisa amathuluzi ezinkundla zokuxhumana komphakathi ababhekana nazo. Kuncike ekuhlaziyweni kwemibhalo ekhona, kwatholakala ukuthi imitapo yolwazi, ikakhulukazi leyo yasemanyuvesi, isebenzisa izinkundla zokuxhumana komphakathi ukukhangisa, ukusabalalisa imininingwane, ukubheka imithombo, ukuxhumana nabayisebenzisayo kanye nokuphendula imibuzo yezitshudeni. Okwatholakela okubikiwe mayelana nalolu cwaningo kuyahambisana nokubikiwe okwatholakala ngokuhlaziya imibhalo. Imininingwane eyatholakala ngokubheka okwenzekayo, eyaqoqwa ngokusebenzisa iphephamibuzo lenhlolovo eqoqa imininingwane yamaqiniso kanye nezingxoxo ezabanjwa nabasebenzi bomtapo wolwazi abasebenzisa amathuluzi ezinkundla zokuxhumana komphakathi yaveza ukuthi abasebenzi abaxhumana nabasebenzisi bomtapo wolwazi, abaziwa ngokuthi ngama-information processors kanye nabasebenzi abakhangisayo yibona kuphela abasebenzisa amathuluzi ezinkundla zokuxhumana komphakathi. Okutholakele kuphinde kwaveza ukuthi uMtapo Wolwazi Wase-Unisa unemihlahlandlela kanye nezinqubomgomo okulandelwayo ukuze kusetshenziswe kahle amathuluzi ezinkundla zokuxhumana komphakathi, ukuxhumana nabasebenzisi bawo, ukukhangisa ngomtapo wolwazi nokwazisa ngemicimbi ekhona kanye noshintsho ekuhlinzekweni kwezidingo. / Marangrang a leago a thomile go šomišwa kudu ka makgobapukung a thuto, efela go sa na le dipotšišo ka ga ka fao makgobapuku a šomišago dithulusi tša marangrang a leago go kaonafatša kabo ya ona ya ditirelo. Maikemišetšo a nyakišišo ye ya phetleko e be e le go nyakišiša tšhomišo ya dithulusi tša marangrang a leago ka bašomi ba go šoma ka bokgobapukung bjo bogolo bja Yunibesithi ya Afrika Borwa (Unisa), Khamphaseng ya Muckleneuk. Ka ge go lemogilwe gore ga se bašomi ka moka ba go šomiša dithulusi tša marangrang a leago tirong ya mešongwana ya bona ya letšatši le letšatši, nepo ya mathomo e be e le go hwetša gore ke bašomi bafe bao ba šomišago dithulusi tša marangrang a leago le gore dithulusi di šomišetšwa morero ofe. Nepo ye nngwe e be e le go ithuta ka ga mehola ye dithulusi tša marangrang a leago di kago kgona go ba nayo go kaonafatša kabo ya ditirelo. Nyakišišo gape e lekile go hwetša kwešišo ya ditlhohlo tše dithulusi tša marangrang a leago di di bakelago bašomiši ba tšona. Go ya ka tshekatsheko ya dingwalo, go lemogilwe gore makgobapuku, kudu makgobapuku a thuto, a šomiša marangrang a leago go bapatša, go phatlalatša tshedimošo, go fa ditirelo tša referentshe, go kgokagana le bathekgi le go araba dipotšišo tša baithuti. Dikutullo tše di begilwego tša nyakišišo ye di dumelelana le dikutullo tša tshekatsheko ya dingwalo tše di hweditšwego. Datha ya go lemogwa (emperikale) yeo e kgobokeditšwego ka lenaneopotšišo la nyakišišo ya khwalithethifi le dipoledišano tša bašomi ba bokgobapuku bao ba šomišago dithulusi tša marangrang a leago, di utulotše gore ke fela bašomi bao ba boledišanago le bathekgi ba bokgobapuku, e lego basepetši ba tshedimošo le bašomi ba go bapatša bao ba šomišago dithulusi tša marangrang a leago. Dikutullo gape di laeditše gore bokgobapuku bja Unisa bo na le dipholisi le melawana ye itšeng ya go hlahla tšhomišo ya dithulusi tša mekgwa ya leago go kgokagana le bašomiši, go bapatša bokgobapuku le go tsebiša ditiragalo le diphetogo tša kabo ya ditirelo. / Information Science / M.A. (Information Science)