Includes bibliographical references (page 229-257) and index.

Machine generated contents note: pt. 1 THE RECORDS MANAGEMENT CONUNDRUM -- 1. Effective customer service: an enhancer of performance in archives and records management / Palalani Manewe-Sisa -- 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 / Yvonne Tough -- 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 / Nathan Mnjama -- 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 / Rusnah Johare

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 -- pt. 2 THE EMERGING INFORMATION MANAGEMENT LANDSCAPE -- 5. Analysing the future of Zimbabwe's academic libraries: from their historical past to preparedness for current realities and requirements / Judith Mavodza -- 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 / Zulu F.C. Saul -- 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 / Japhet Otike -- 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 / Henry N. Kemoni -- 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 / Priti Jain -- 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 / Olugbade Oladokun -- 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 / Neo Patricia Mooko -- 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.