Concepts and Advances in Information Knowledge Management: Studies from Developing and Emerging Economies

Concepts and Advances in Information and Knowledge Management

Studies from developing and emerging economies

Edited by

Kelvin Joseph Bwalya

Nathan Mwakoshi Mnjama

Peter Mazebe II Mothataesi Sebina

Chandos Information Professional Series

Table of Contents

Cover image

Title page

Copyright

List of figures and tables

Figures

Tables

Acknowledgements

Foreword

About the editors and authors

Editors

Authors

Introduction

Part 1: The Records Management Conundrum

1. Effective customer service: an enhancer of performance in archives and records management

Abstract:

Why quality customer service in archives and records management?

Customer service

Dimensions/determinants of service quality

Critical factors to customer service

ARMUs and factors impacting on customer service

Potential challenges to provision of quality customer service in ARMUs

Conclusion

2. Accountability and records appraisal with particular reference to challenges experienced in Malawi

Abstract:

Accountability

Cabinet government and parliamentary democracy

Ethics and responsibility

Appraisal theories

The shift to IT

Risk management in the context of accountability and appraisal

Central African and wider African experience

The implications of functional analysis for practice

The implications of risk management and vital records analysis for practice

Conclusion

3. The records management paradigm shift: problems and prospects in East and Southern Africa

Abstract:

History of modern records

The role of ICTs in fostering the records management paradigm shift

The records management paradigm shift and records management theoretical frameworks

Challenges and opportunities brought about by the records management paradigm shift

The records management paradigm shift and the place of the archivist/records manager

The records management paradigm shift and records and archival legislation

The records management paradigm shift and its impact in Africa and other developing countries

The records management paradigm shift and audiovisual archives

Conclusion

4. Functional requirements for an electronic records management system for court records

Abstract:

Electronic court records management

The need for functional requirements for the management of electronic court records

Methods to develop functional requirements

Case: Review of models demonstrating the necessity of functional requirements for the management of electronic records

Conclusion

Part 2: The Emerging Informat Ion Management Landscape

5. Analysing the future of Zimbabwe’s academic libraries: from their historical past to preparedness for current realities and requirements

Abstract:

Current realities in academic libraries in general

Current realities in academic libraries in Zimbabwe

The education of academic librarians in Zimbabwe

Accreditation and international recognition of library schools in Zimbabwe

The role and impact of Zimbabwean librarian professional bodies

The future of academic libraries and implications for the Zimbabwe context

Implications for academic librarians in the developing world

Conclusion

Appendix 5.1 Universities and colleges in Zimbabwe

6. Unleashing the conceptual value of information management for organizational competitiveness: semantic underpinnings

Abstract:

The value of information and knowledge to an organization

Information and knowledge management models and frameworks

Conclusion

7. Factors affecting the development of digital resources collection in universities: a case study of Kenya

Abstract:

The IT environment in Kenyan universities

Implementation of the national ICT policy

Bandwidth availability and costs

Bandwidth management and optimization

Performance measures to evaluate usage of digital resources

ICT infrastructure and computers

Institutional leadership

Need for user education for faculty and students

Power blackouts/outages

Open access publishing

Building capacity of library staff

Cooperation of stakeholders

Conclusion

8. Re-engineering information literacy programmes of Nairobi-based public and private universities in Kenya

Abstract:

Information literacy initiatives in Kenya

Theoretical framework

Study population

Summary of key findings

Guidelines for information literacy interventions

Promotion of information literacy programmes campus wide

Learning environment

Future research directions

Conclusion

9. Indigenous knowledge management in Botswana using ICT applications

Abstract:

Background

Definition of concepts

Benefits of indigenous knowledge and indigenous knowledge systems

Role of ICTs in indigenous knowledge

Challenges of applying ICT to indigenous knowledge systems

Indigenous knowledge systems worldwide

Indigenous knowledge systems in Africa

Recent trends in ICT use in indigenous knowledge management

Indigenous knowledge systems in Botswana

Conclusion and recommendations

10. Moving towards a ubiquitous service for information access: the information environment in Botswana

Abstract:

Information needs/information (seeking) behaviour

Information sources and channels

Information technology

Libraries

Radio and television

Telecommunications

Information regulatory bodies

Newspapers

Conclusion

11. Information management in small enterprises in Botswana

Abstract:

Information management

General benefits for information management in small enterprises

Information management and information technology

Challenges faced by small businesses in Botswana

Using information ethically

Examples of business development providers in Botswana

Conclusion

Conclusion

References

Index

Copyright

Chandos Publishing

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First published in 2014

ISBN: 978-1-84334-754-5 (print)

ISBN: 978-1-78063-435-7 (online)

Chandos Information Professional Series

Library of Congress Control Number: 2013954923

© The editors and contributors, 2014

British Library Cataloguing-in-Publication Data.

A catalogue record for this book is available from the British Library.

All rights reserved. No part of this publication may be reproduced, stored in or introduced into a retrieval system, or transmitted, in any form, or by any means (electronic, mechanical, photocopying, recording or otherwise) without the prior written permission of the publisher. This publication may not be lent, resold, hired out or otherwise disposed of by way of trade in any form of binding or cover other than that in which it is published without the prior consent of the publisher. Any person who does any unauthorised act in relation to this publication may be liable to criminal prosecution and civil claims for damages.

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List of figures and tables

Figures

2.1 Schellenberg’s appraisal taxonomy  30

4.1 Model of High Level Functional Requirements for Electronic Records Management System  84

4.2 The Trust Model of Record’s Life Cycle  87

4.3 Trusted Electronic Records Management Framework  89

6.1 Knowledge conversion in the Nonaka–Takeuchi model  119

6.2 The Choo knowledge creation model  120

6.3 Boisot’s knowledge category model (I-Space)  122

6.4 The four pillars of the Stankosky knowledge management framework  125

8.1 Proposed information literacy model for universities in Kenya  160

8.2 Proposed model for implementation of ILPs in universities in Kenya (tiered IL model for universities)  161

Tables

2.1 Ham’s key aspects of appraisal  33

4.1 Stages for developing functional requirements in the case study method  82

6.1 The six phases of Boisot’s SLC  123

8.1 A SWOT analysis of available resources for IL initiatives in universities in Kenya  150

11.1 Business size definitions  215

Acknowledgements

Dr Kelvin Joseph Bwalya, (Computer Information Systems)

Professor Nathan Mnjama, (Archives and Records Management)

Dr Peter Mazebe Sebina, (Archives and Records Management)

This book is the way it is because of the ‘insurmountable’ help we received from individuals and institutions dispersed all over the world. Any credit that may be gained from the value that this book will contribute to the scholarly body of knowledge and practice in information management environments is entirely and unreservedly owed to the authors and reviewers who spent sleepless nights to ensure this book took shape. We especially thank the authors for contributing their experiences given the emerging infiltration of technologies on the information management landscape. We believe their experiences and expertise will contribute to coming up with novel and robust interventions towards harnessing future opportunities in the emerging ubiquitous (pervasive) information landscapes.

We are greatly indebted to the Chandos team for the technical and managerial assistance rendered to us during all stages of the publishing cycle. Particularly, we would like to say a special ‘thank you’ to Jonathan Davis (former Commissioning Editor), George Knott (Editor), Ed Gibbons (Production Editor), and Dr Glyn Jones (Publisher) for according us the opportunity to work with them and to realise this project.

A special ‘thank you’ is also extended to Dr Jorosi, Head of Department, Library and Information Studies (DLIS), University of Botswana, who has been part-and-parcel of this project from the time the idea was conceived until its roll-out. The release of the book will coincide with the stepped-up push towards the introduction of the ‘Bachelors of Information and Knowledge Management – BIKM’ programme in the DLIS and will accentuate how vital robust information management programmes are even in a developing world context such as Botswana. We also wish to thank our university – the University of Botswana – for providing a conducive academic environment, without which this publication would not have been possible.

Last but not least, we thank our families who endured our long absence from home during the preparation of this book.

Foreword

This book contains contemporary topics in different domains of information science – archives and records management, library science, information management, knowledge management, and applied computer science (information systems). The book brings to the fore scholarly scrutiny and scientific debate over the different strategies and challenges encountered in managing different information resources with full recognition of the emerging ubiquitous and context-aware applications environment brought about by evolving technologies. The cases and discussions in this book are worthwhile because they inform theory, practice and future research in information science.

In the contemporary world, with unimagined levels of competition, effective management of information and knowledge resources is the cornerstone of organizational competitiveness. Having appropriate information, at any point in time, is cardinal to organizational and individual competitiveness. Therefore, available information, be it static or dynamic, in any organizational context needs to be appropriately presented for easy accessibility and usability; must be properly encoded and decoded during transfer to cater for the emerging pervasiveness, and has to be stored in secure environments to limit access to authorized individuals. For the more complex types and formats of information to be managed, there is need to involve the different entities of information science such as libraries, information technologies and platforms.

This book brings out the management strategies of diverse information resources with full cognition that information and communication technologies are core drivers of business process. The book’s overall objective is to provide a platform for researchers, designers and practitioners to discuss and share experiences of best practices in information resources management. The book also provides an overview of the current research areas for the benefit of students, emerging researchers and practitioners in information science.

The specific objectives are to:

1. Encourage research that harmonizes the theoretical and practical paradigms of general information management.

2. Understand the place of sub-domains of information science and the emerging technologies and its value for information resources management.

3. Act as a reference resource for undergraduate and postgraduate programmes in information management.

4. Share theoretical and/or applied models and information management system architectures that emanate from the marriage between cloud computing and library sciences in the context of archival and retrieval systems.

5. Provide a reference source for practitioners, researchers and academics on current and emerging trends in general and classified aspects of information science.

The book contains 11 peer-reviewed and carefully chosen chapters discussing issues outlined in the above objectives. Topics range from records and information management principles, history and future prospects of libraries, the emerging ubiquitous information access and usage environments, customer service in information management environments, synthesis of indigenous and emerging technology and/or knowledge systems, design principles of records management systems, re-engineering of information literacy programmes, digital archival systems and information management practices and principles for small businesses. These topics are sub-divided into two parts:

Part 1: The records management conundrum outlines the concept of records management from its traditional perspective to the contemporary perspective where the emergence of electronic records (e-records) is considered and future prospects outlined given the metamorphosis of archives and records as highlighted.

Part 2: The emerging information management landscape presents some experiences, especially from the developing world contexts, of different information management endeavours, especially with the emerging influence of technology. Some emerging issues such as indigenous knowledge management approaches and the use of technologies in digitizing the information management endeavours are discussed and outlined.

This book is unique as it is highly multi-disciplinary with chapters written by specialists in the developing and emerging economies who solidly understand the challenges and opportunities facing information and knowledge management mainstreaming into the socio-economic infrastructures of the developing world.

The target group of this book includes government departments, research centres, individual researchers, students, libraries, archives, museums and information centres. It is anticipated that this book will have an important impact because there are few reference books wholly dedicated to discussing the different sub-domains of information science together. Both information management practitioners and knowledge management designers/practitioners will find the book useful because it will present practical solutions in different environments and highlight the emerging and current cutting-edge technology platforms utilized in diverse information management environments.

About the editors and authors

Editors

Kelvin Joseph Bwalya, PhD, is a Senior Lecturer in Computer Information Systems in the Department of Library and Information Studies, University of Botswana. He is also a Senior Research Fellow at the University of Johannesburg, and a Senior IT reviewer for the Tertiary Education Council, Botswana. His PhD is in Information Systems (Information Management) from the University of Johannesburg, and he has a master’s degree in Computer Science from the Korea Advanced Institute of Technology and a bachelor’s degree in Electronics from Moscow Power Engineering Technical University. His research interests include all aspects of computer information systems (e-government, database design, process modeling, virtual reality, knowledge management systems, community informatics, and so on) and competitive intelligence.

Nathan Mnjama is a Professor of Archives and Records Management in the Department of Library and Information Studies, University of Botswana, with specialization in archives and records management. He has worked as an archivist and records manager at the Kenya National Archives and was responsible for the location and copying of Kenyan archives from the UK between 1980 and 1985. He has considerable experience in teaching and delivery of archives and records management programmes as a lecturer at the School of Information Sciences, Moi University, Kenya, and, since 1996, at the Department of Library and Information Studies, University of Botswana, where he has been instrumental in the design of archives and records management programmes. Professor Mnjama is a well-known speaker and presenter in archives and records management forums in East and Southern Africa, and he has published extensively in the field of archives and records management in Africa.

Peter Mazebe II Mothataesi Sebina, PhD, is a Senior Lecturer in the Department of Library and Information Studies, University of Botswana. He serves on the editorial board of Archival Science and has previously served as deputy editor of the ESARBICA Journal; is the current editor of the Botswana Library Association and a committee member of the Records and Information Association of Botswana; also sits on the Archives Advisory Council of Botswana. Peter was also part of a team that developed the draft national library policy of Botswana, currently before Parliament. His PhD is titled ‘Freedom of Information and Records Management: a learning curve for Botswana.’ He has published and presented extensively on Freedom of Information, its relationship with records management and plays an active role in the campaign for the legislation in Botswana. Peter has been involved in records management improvement exercises and studies in Botswana, Northwest Province of South Africa and Zambia. Included also are library improvement studies in Botswana. His research interests include: advocacy for library, archives and records management; legal aspects of information management; Freedom of Information and Privacy laws and their relationships with records, library and general information management; information management for transparency (including budget transparency) and effective citizen engagement and participation.

Authors

Andrew Chege studied at both Kransnodar (Russia) and Kiev (Ukraine) state Universities of Culture where he obtained his master’s and doctoral degrees in Library and Information Studies. He is a Certified Professional Consultant (CPC) and a full member of the American Consultants League (ACL). Has, since 1991, been a lecturer in the School of Information Sciences at Moi University, Kenya. He teaches a wide range of courses at both undergraduate and graduate levels. His major teaching areas at doctoral level are information consultancy, and total quality management in libraries and information centres. He also conducts supervision of postgraduate research projects.

Nurussobah Hussin is a senior lecturer attached to the Faculty of Information Management, Universiti Teknologi MARA (UiTM), Malaysia. She received her bachelor’s degree in Business Administration (Hons) from Universiti Utara Malaysia (UUM) and her MSc in Information Management from UiTM. She has 14 years of academic experience in the information and records management field. Currently she is pursuing her PhD in electronic court records management. Her research interest is in the field of electronic records management and business records management.

Priti Jain is currently, an Associate Professor in the Department of Library and Information Studies at the University of Botswana. She teaches knowledge management and information science courses. She holds BA (Hons) and LLB (Professional) degrees from Meerut University, India, a master’s in Library and Information Studies from the University of Botswana, Botswana and DLit. et Phil. (Doctor of Literature and Philosophy) UNISA, South Africa. She has 14 years’ work experience in the library and information discipline. During this period, she has published five book chapters, 22 papers in peer-reviewed journals and has presented 22 papers at international conferences. Current areas of interest are: knowledge management, open access, institutional repository, and digital scholarship.

Rusnah Johare received her professional certification and MA in archival studies, both from University College London, and her PhD in records management from Northumbria University, Newcastle, UK. She has many years of professional and academic experience in the records and archives management field, ranging from a job as an archivist at the National Archives of Malaysia to her current position as an Associate Professor in the Faculty of Information Management, UiTM, Malaysia. Her major areas of research are in electronic records management and long-term preservation of corporate memory. She is currently the Director of TEAM Malaysia of the International Research on Permanent Authentic Records in Electronic Systems based at the University of British Columbia, Canada. She is a member of the Technical Committee of the Malaysian Standards Development for Records and Archives.

Henry N. Kemoni is Associate Professor, Department of Library and Information Science, and Associate Dean and Head, School of Social and Technology Studies, Technical University of Kenya. He holds a PhD in Information Studies from the University of KwaZulu-Natal (2007) and has over 20 years’ teaching and research experience at university level. He was instrumental in developing and implementing the Master of Philosophy in Information Science (Records and Archives Management) Programme at Moi University, Kenya. He is a member of the editorial boards of information science peer-reviewed journals and serves as an external examiner in various universities. His research interests include: records management and service delivery; records and archives management within the context of governance, knowledge management and research methods. He has authored articles in various refereed journals.

Palalani Manewe-Sisa has just completed her Master of Archives and Records Management degree at the University of Botswana. Her research was entitled: ‘Customer Service at the Records Management Unit of the Ministry of Labour and Home Affairs in Botswana’. Professionally, she is a secondary school teacher with a master’s degree in English; Post Graduate Diploma in Education; and BA in English and History. She has been teaching in different senior secondary schools in Botswana since 1996.

Judith Mavodza, PhD, is Assistant Professor and Instruction Reference Librarian at Zayed University, Abu Dhabi, UAE. Her current work includes instruction and working with LibGuides as liaison librarian for supporting the research needs of the academic community. Her areas of research interest include reference and instruction, marketing and assessment of library services, professional development of librarians, and knowledge management. Dr Mavodza is an editorial advisor to the Evidence Based Library and Information Practice Journal (EBLIP), is a published author of several scholarly journal articles, has contributed peer-reviewed book chapters, and has been a presenter at a number of professional/academic conferences. Her current professional membership includes the Information Literacy Network (ILN) of the Gulf Region, Zimbabwe Library Association, and she participates in events of the UAE Advanced Network for Research and Education (Ankabut).

Neo Patricia Mooko, PhD, is a researcher, consultant and senior lecturer in the Department of Library and Information Studies. She teaches in the areas of knowledge management, infopreneurship and marketing. She has keen interest in the development of small enterprises, specifically as it pertains to innovation and process re-engineering. She established 13 information centres for the Local Enterprise Authority in Botswana, a business development service provider, and a call centre. She served as a consultant in developing the Botswana National ICT Policy, otherwise known as Maitlamo.

George Mwangi Kingori is currently working as an acquisitions librarian at the University of Nairobi Library. He holds a master’s degree in Library and Information Science and has worked as a professional librarian for 30 years. He was actively involved in curriculum development of both the diploma and master’s programmes in Library and Information Studies (LIS) at the University of Nairobi, Kenya. He has also been involved in the teaching and supervision of both undergraduate and postgraduate students in LIS. In addition to writing teaching manuals and articles, he has attended many seminars and workshops related to LIS. Currently he is pursuing a PhD degree programme in Information Science at Moi University, Kenya. Research interests include information literacy, information ethics and user studies.

Olugbade Oladokun is a senior lecturer in the Department of Library and Information Studies, University of Botswana. He teaches information organization and advanced organization of information, including indexing and abstracting, as well as theory and practice of cataloguing and classification to undergraduate and graduate students. He has worked as Manager, Learning Commons and Senior Librarian, Extension Service at the University of Botswana Library. He is the author of several articles in journals and books.

Japhet Otike is a professor and, currently, Dean, School of Information Sciences at Moi University, Eldoret, Kenya. He is a graduate of Makerere University in Uganda and Loughborough University in the UK. He has been involved in library and information science education for over 20 years. He is widely published and has supervised over 15 PhD and 25 master’s students.

Monica W. Rukwaro is a Senior Librarian in Laikipia University Library and is the current Acting University Librarian. Since 2003, she has taught various undergraduate courses in Bachelor’s of Library and Information Science both in Egerton University and Laikipia University. She is the author of a number of articles in various journals. She is a graduate of University of Nairobi, Kenyatta University, Nairobi and Moi University, Eldoret, Kenya.

Batlang Comma Serema, PhD, is a knowledge management advisor, researcher and senior lecturer and also acts as member of the Knowledge Management Group at the University of Botswana, Department of Library and Information Studies. His interests lie in the following topics: policy, strategic, process, knowledge and information management. He is also an Associate Member of the Chartered Institute of Library and Infotmation Professionals (CILIP) and a member of the Botswana Library Association. Serema has 10 years of policy-making experience and has served in senior governmnet and project management positions for organizations including Botswana Parliament, Botswana Democratic Party as well as for management consulting organizations. As part of his doctoral research in Information and Policy, and by taking an inductive approach, he investigated information infrustructure for public policy making in Botswana involving managing knowledge and information to support organizational processes.

Alistair G. Tough is the Archivist and Records Manager of the National Health Service Greater Glasgow and Clyde Board, UK. He is also a Senior Research Fellow in the University of Glasgow where he teaches Archives, Records and Information Management to MSc students. He has held visiting research fellowships at Chancellor College in the University of Malawi and at Michigan, Oxford and Stanford Universities. He served on the British Standards Institution’s sub-committee on Records Management, 2000-05. In 1999 and 2000 he was seconded to the Civil Service Department in Tanzania as an adviser to the Public Sector Reform Programme. He has undertaken records management consultancy work in Britain, Barbados, Ethiopia, Malawi, Rwanda, Tanzania and Zambia. In 2002 he received the Annual Award of the Records Management Society of Great Britain. With Michael Moss he edited Record Keeping in a Hybrid Environment (Chandos, 2006).

Yvonne Tough was Archivist of West Dunbartonshire and prior to that a cataloguing officer in Glasgow University Library’s Department of Special Collections. Whilst in Malawi in 2009 and 2011 she worked on appraisal methodologies and cataloguing practices at the National Archives on a voluntary basis. She is currently taking a career break.

Saul F.C. Zulu is a Senior lecturer in the Department of Library and Information Studies at the University of Botswana. He holds a master’s degree in Librarianship (IT Applications) obtained from the University of Wales at Aberystwyth; a master’s degree in History/Archives and Records Management from the University of Denver, Colorado; a master’s degree in Librarianship and Information Management from the University of Denver; and a bachelor’s degree in Library Studies with Political Science and Sociology from the University of Zambia. He has previously worked at the University of Zambia where he served in various capacities, including Head of the Department of Library and Information Studies, in acting capacity as Deputy University Librarian, Head of the Veterinary Branch Library of the University of Zambia Library, and Head of the Special Collections Division of the University of Zambia Library. His research interests are in emerging communications technologies, e-government, legal issues around information, freedom of information, indigenous knowledge systems, archives and records management.

Introduction

It cannot be overemphasized that the emergence of information and communication technologies (ICTs) has metamorphosed the way