Cecilia Penzhorn

Using the Balanced Scorecard to Facilitate Strategic Management at an Academic Information Service

This article reports on the implementation of the Balanced Scorecard model for facilitating strategic management at the Academic Information Service (academic library) of the University of Pretoria, South Africa. Robert Kaplan and David Norton developed the concept of the Balanced Scorecard in the early 1990s for motivating and measuring business performance. This management methodology is seen as an excellent vehicle for implementing organisational transformation measures in the Academic Information Service. The article starts by giving a short theoretical introduction to the concept of the Balanced Scorecard, followed by an outline of the implementation of the Scorecard on both the strategic and operational levels. It concludes by examining the ways in which the Balanced Scorecard is currently being used to facilitate the strategic management process at the Academic Information Service.

The use of participatory research as an alternative approach for information needs research

This article reports on a study undertaken to explore the feasibility of using a participatory research approach as a method for determining information needs. Dissatisfaction with the use of quantitative methods and techniques in information needs research resulted in a gradual move towards the use of qualitative methods focusing on the users themselves in determining their information needs. Participatory research is a qualitative research methodology that challenges the principles and practices of objective, detached, quantitative research approaches. The use of participatory research methods in this project resulted in the identification of reliable and relevant information needs. These results can serve as an example for the increasing use of qualitative techniques in information needs research and affirm that participatory research methods can be a valuable alternative in the area of information needs research.

Participatory communication for local government in South Africa: a study of the Kungwini Local Municipality

Participatory communication, focusing on the active involvement of the people in all stages of development projects, is crucial for sustainable development. South Africa acknowledges the importance of following a participatory communication approach for development, and policies and strategies both on national as well as local government level support this resolve. This article discusses a study which aimed at ascertaining to what extent local government follows accepted participatory communication principles and practices to communicate with the community. The investigation focused on the Kungwini Local Municipality. Interviews with relevant role players were conducted, meetings between the municipality and the community were observed, and documents used by the municipality to communicate with the community were studied. Results indicate that the participatory communication approach is appreciated as being critical for development at local government level and is being successfully applied by the local municipality. Some challenges for further practical implementation of participatory communication were identified, and recommendations for addressing them are offered.

Using mobile technologies for social media based library services at the University of Development Studies Library, Ghana

Libraries all over the world are utilizing the latest Information and Communication Technologies to assist in their objective of providing clients with effective and efficient services, as well as timely access to needed information. The implementation of social media and the use of mobile technologies for service delivery are trends that have, however, not yet been fully embraced by academic libraries in developing countries in sub-Saharan Africa. This article reports on a study aimed at investigating the possibility of using mobile technologies to implement social media based services to graduate students at the University for Development Studies Library in Ghana. This article provides a short overview of the various technologies and services available, discusses the opportunities and challenges for implementing such services at the University Library, and provides a number of recommendations to support this goal.

Training for Digital Reference: A South African Experience

The ever-changing digital environment has had significant impact on the scope and nature of reference work. The question explored in this article is whether the necessary skills for efficient digital reference librarianship are being taught in library schools. For students to become effective practitioners in the digital environment they need not only theoretical knowledge but also practical experience in the application of digital reference technology. This article provides an overview of a practical course in reference work that was developed at the Department of Information Science, University of Pretoria, South Africa, in 2005. Practical sessions in the computer laboratories covered a range of synchronous and asynchronous technologies providing students with insight into and hands-on experience with digital reference. Continuous assessment throughout the course, and feedback from the students, identified possible shortcomings in the practical training programme, and specific suggestions are made to address these in the future.