Institutional Repository

Improving service delivery at the National University of Lesotho Library through knowledge sharing

Show simple item record

dc.contributor.advisor Ngulube, Patrick
dc.contributor.advisor Dube, L. Tahleho, Tseole Emmanuel 2016-10-28T11:41:41Z 2016-10-28T11:41:41Z 2016
dc.identifier.citation Tahleho, Tseole Emmanuel (2016) Improving service delivery at the National University of Lesotho Library through knowledge sharing, University of South Africa, Pretoria, <> en
dc.description.abstract Knowledge is now considered the most important organizational resource, surpassing other resources like land and capital. It has, therefore, been acknowledged that knowledge can play an important role in ensuring an organization’s competitive edge. The purpose of this study was to investigate if knowledge sharing is being used to improve service delivery at the National University of Lesotho’s Thomas Mofolo Library. The researcher held the view that Librarians at Thomas Mofolo Library have different sets of skills which, if combined, could improve service delivery. By not sharing and retaining this existing wealth of knowledge, the researcher claimed that when librarians retire or resign from work, they will certainly take with them the knowledge they possess and the result of this knowledge loss is that the Library may be plagued by an inability to learn from the past experiences, which leads to reinvented wheels, unlearned lessons and the pattern of repeated mistakes. Both qualitative and quantitative methods were employed in the case study design in order to allow for multiple methods of data collection. Data were collected by means of questionnaires and interviews. Questionnaires were administered to all librarians who were available at the time and purposive sampling was used to determine interview participants. Out of the 25 questionnaires administered, 15 were returned, providing a response rate of 60%. The data collected by means of questionnaires was processed using Microsoft Access and analyzed using the Statistical Package for Social Science (SPSS) software (Version 17). The results of analysis were exported into Microsoft Excel for visual presentation and reporting of the results. The data from the interview sessions was analyzed manually by content analysis, using the notes that were taken by the researcher from the respondents during the interview sessions. The findings pointed to the fact that knowledge sharing does occur at TML, although mostly in an informal manner. This was largely due to a number of impediments such as lack of trust and the absence of motivations and rewards. The study concluded by recommending a number of initiatives that could be implemented in order to retain knowledge within the Library. The recommendations included developing a knowledge management strategy and formalizing knowledge sharing by formulating the desired policies. en
dc.format.extent 1 online resource (xii, 135 leaves)
dc.language.iso en en
dc.subject Knowledge sharing en
dc.subject Service delivery en
dc.subject Knowledge management en
dc.subject Knowledge loss en
dc.subject Knowledge circulation en
dc.subject Academic library en
dc.subject Librarians en
dc.subject.ddc 027.7096885
dc.subject.lcsh National University of Lesotho -- Library
dc.subject.lcsh Knowledge acquisition (Expert systems)
dc.subject.lcsh Knowledge management -- Lesotho
dc.subject.lcsh Academic libraries -- Lesotho
dc.title Improving service delivery at the National University of Lesotho Library through knowledge sharing en
dc.type Dissertation en
dc.description.department Information Science en M.A. (Information Science)

Files in this item

This item appears in the following Collection(s)

Show simple item record

Search UnisaIR


My Account