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Improving Service Delivery at the National University of Lesotho Library through Knowledge Sharing

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dc.contributor.advisor Prof. Ngulube, Patrick
dc.contributor.advisor Prof. Dube, Luyanda
dc.contributor.author Tseole, T. E.
dc.date.accessioned 2017-08-15T11:11:15Z
dc.date.available 2017-08-15T11:11:15Z
dc.date.issued 2016-10
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, <http://hdl.handle.net/10500/21730>
dc.identifier.uri http://hdl.handle.net/10500/21730
dc.identifier.uri http://repository.tml.nul.ls/handle/123456789/1168
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 knowledgemanagement strategy and formalizing knowledge sharing by formulating the desired policies. en_ZA
dc.language.iso en en_ZA
dc.publisher UNISA en_ZA
dc.rights UNISA en_ZA
dc.subject Knowledge sharing en_ZA
dc.subject service delivery en_ZA
dc.subject knowledge management en_ZA
dc.subject knowledge loss en_ZA
dc.subject knowledge circulation en_ZA
dc.subject academic library en_ZA
dc.subject librarians en_ZA
dc.title Improving Service Delivery at the National University of Lesotho Library through Knowledge Sharing en_ZA
dc.type Thesis en_ZA


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