Application of the DeLone and McLean’s model to assess the effectiveness of an intranet in an open distance learning library

Abstract

Technology enables communication and sharing of knowledge on many levels. Organizations are procuring different types of information systems to facilitate knowledge-sharing efforts and to stay relevant in this digitally competitive world. Universities are also investing in such systems, one being the intranet. The study identified the collection of log on count statistics to assess the effectiveness of the intranet as a knowledge-sharing tool as being insufficient as it fails to address the deeper issues associated with the effective functioning of an information system. The study used the dimensions of the DeLone and McLean’s model, namely, information quality, intention to use, system quality, service quality, user satisfaction and net benefits, to report on the state of the Unisa Library’s intranet to assess its effectiveness as a knowledge-sharing tool. The target population consisted of all the permanent library staff members in different capacities within different directorates. A quantitative research methodology was used to collect data by means of a self-administered online questionnaire. The results gathered from the study show that there is an awareness of the intranet within the organization. However, optimal utilization is lacking. The results further indicate that the various sources of knowledge-sharing platforms add to the inadequate exploration of the intranet. The construct of use was highly ranked in the study, which shows that while there is usage of the intranet, the usage is inadequate. The study makes recommendations to increase the usage of the intranet.