APPLIED INFORMATION SCIENCE AIS3705 · AIS3705 Practical Portfolio final submission 5 About Mahlaga Molepo Mahlaga Molepo is a final year Bachelor of Information Science scholar at

Practical Portfolio Final Submission

APPLIED INFORMATION SCIENCE

Year module

Department of Information Science

Name: Mahlaga Johannes Molepo

Student number: 45494428

Due date: 9 October 2012

33, 10th Avenue

Alexandra Township

2090

This portfolio contains tasks that were carried out to investigate

Alexandra Community Library as an information provider

© 2012 Mahlaga J Molepo

AIS3705

AIS3705 Practical Portfolio final submission

2

TABLE OF CONTENTS

Contents Page(s)

About Mahlaga Molepo 5

A brief into the history of Alexandra Township 5

TASK 1.1

Introduction

Task 1.1 Current status of the chosen information service 9

Task 1.2 Future possibilities and potential extensions 16

Task 1.3 Implementation of the proposed strategy 21

Task 1.4 Evaluation of the proposed strategy 22

Reflection

TASK 2.1

1. The research process 27

2. Research objectives 27

3. Type of research 28

4. Research design 28

5. Data collection methods 29

6. Measurement 30

7. Usage of existing data 32

8. Sampling 33

9. Interviews 35

10. Questionnaires 36

Reflection

ANNEXURE A: Survey Cover Letter

ANNEXURE B: Interview schedule

ANNEXURE C: Questionnaire

TASK 3.1

3.1 Community and need profiles 48


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3.1.1 Stakeholder and Community Group Consultation 48 3.1.2 Methods to be used in data collection 57 3.2 The nature of professional service rendering 60

3.2.1 Service paradigm 62

3.2.2 Aims and mission 64

3.2.3 Service principles 65

3.2.4 Service functions 66

3.2.5 Professional-client relationship 66

3.2.6 External environment 66

3.2.7 Organisational structures 67

3.3 Elements of the user guidance programme 70

3.3.1 Situation analysis 70

3.3.2 Formulation of objectives and outcomes 71

3.4 Information and communication technologies 74

3.4.1 Introduction 74

3.4.2 Availability 75

3.4.3 Utilisation of library systems 77 3.4.4 Conclusion 77

Reflection

AFFIDAVIT

LIST OF SOURCES CONSULTED


4

Assignment 1


5

About Mahlaga Molepo

Mahlaga Molepo is a final year Bachelor of Information

Science scholar at the Department of Information Science,

University of South Africa, in Pretoria, South Africa. His

goal is to compile a good practical portfolio that will enable

him to complete his degree and thereafter commence an

Honours degree. Before I started working on this portfolio

I was not working for any library until I got employed by

University of South Africa (UNISA) as a trainee librarian. I

chose Alex-San Community Library since I currently stay in

Alexandra Township. The following sections reveal the

effort put in this practical portfolio:

A brief into the history of Alexandra Township

Alexandra was established in 1912, on land originally owned by a farmer, a Mr. Papenfus, who tried to establish a white residential township there, naming it after his wife, Alexandra. However, because it was (at the time) a considerable distance from the center of Johannesburg, this was not a great success.

Consequently, in 1912, Alexandra was proclaimed as a so-called "native township". Because the township was proclaimed prior to the South African 1913 Land Act it was one of the few urban areas in the country where black people could own land under a freehold title.

By 1916 the population of Alexandra had grown to 30,000 people and thus the Alexandra Health Committee was established to manage the township. However, the Committee was not allowed to collect local taxes, nor was the Johannesburg City Council willing to take responsibility for an area that it claimed fell outside its jurisdiction, leading to a lack of resources and proper management.

When the National Party came into power in 1948 and started to implement its policy of apartheid, Alexandra was put under the direct control of the then Department of Native Affairs.


6

Above: Local residents of 15th Ave, Alexandra

In the early 1960s, the government decided to demolish all family accommodation in Alexandra and replace them with single-sex hostels, which led to widespread resistance and protest. However, due to the high costs, lack of alternative housing for the persons that would have to have been removed and the escalating opposition led by the Rev Sam Buti’s Save Alexandra Party, only two hostels were actually completed, and so the scheme was cancelled in 1979.

The riots that started in Soweto in June quickly spread to other areas such as Alexandra, where 19 people were killed. As a consequence of these riots, evictions, forced removals and expropriation of black properties were stopped; urban blacks were no longer regarded as temporary residents and their permanent status was recognized.

Finally, in 1982, Alexandra was given the official status of a residential area and the then Alexandra liaison committee, led by Rev Buti, was instituted to run the township.

In 1980 a "Master Plan" for Alexandra was introduced, which aim was to transform Alexandra into a "Garden City" with a completely new layout. However, only a small part of this plan was actually ever implemented; the execution of the "Master Plan" was permanently stopped by the violent "Alex Six Days" uprising in February 1986, during which 40 people were killed. By May the council started collapsing and the councilors resigned which saw the emergence of street committees and peoples' courts. After the imposition of the nationwide state of emergency in June, the Defence Force moved in to keep the peace. In its place, the

http://en.wikipedia.org/wiki/File:Local_residents_of_Alexandra_Township.jpg


7

government introduced the "Urban Renewal Plan" as part of its strategy during the state of emergency. However, this plan lead to considerable demolitions, disruptions and displacement in the community as well as two treason trials involving 13 leaders of Alexandra.

This, combined with the considerable number of additional people moving into Alexandra during this time, led to a new area called the "East Bank" being built.

Because of the insufficient capacity and difficult maintenance of the newly built infrastructure, the situation quickly deteriorated and thus the "Urban Renewal Plan" was shelved in 1990.

During the communal and political conflicts that took place in the 1991 - 1992 periods, many people were killed, injured or displaced. This led to several peace initiatives, which were greatly assisted by the first fully democratic South African elections in April 1994.

Task 1.1 Description of Information Agency

Alex San Community Library was chosen as an information

agency studied for this practical portfolio. The library

operates from the Alex San Kopano Multi-Purpose

Community Centre, which is situated at the corner of

Revered Buti Sam Street and 12th Avenue in Alexandra

Township, Gauteng Province. Alex San Kopano Multi-

Purpose Community Centre is home to several agencies and

these include The Business Place, Alex FM (now moved to

2ND Avenue) Alex San Community Library, Wizzit Bank , a

Conference Room and other activity rooms such as Offices,

Toilets and Kiosk. Figure 1.1.1 below shows some of the available agencies (from left; The

Business Place, Wizzit Bank, Alex San Community Library and Alex FM (now

moved to 2nd Avenue).


8

Users of the Alex San Community Library include Children,

Young Adolescents and the General Adult Public. The

library opening times are as follows: Monday-Friday 09:00-

18:00, Saturdays 09:00-13:00, Closed on Sundays and Public

Holidays with a reduction of the opening time (i.e. from

09:00-17:00) during winter.

Figure 1.1.1 below illustrates the geographical aerial view of Alex San

Kopano Multi-Purpose Centre.

Source: Google Maps © 2012. To view this map visit

http://maps.google.com/?t=h&layer=c&cbll=-3.137768,-

60.493357&panoid=1ci8iBT_UuG1dlrUy1vzg&cbp=12,154.19,,0,-

2.8&ie=UTF8&ll=-3.142916,-

60.488234&spn=0.081674,0.132093&z=14&source=embed

Mission

The library’s parent body (i.e. Alex San Kopano

Educational Trust) has a mission to “assess the

development and welfare needs of the community of

Alexandra and to plan, organise and implement initiatives to

http://maps.google.com/?t=h&layer=c&cbll=-3.137768,-60.493357&panoid=1ci8iBT_UuG1dlrUy1vzg&cbp=12,154.19,,0,-2.8&ie=UTF8&ll=-3.142916,-60.488234&spn=0.081674,0.132093&z=14&source=embed





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meet the needs in a way which embodies the principles of

democracy, empowerment, self-reliance, sustainability and

coordination of effort and resources” (Alex-San Kopano

Educational Trust 1992). As it stands, Alex-San Community

Library is not part of any municipality although there is

much talk about City of Johannesburg’s proposed move to

take over operations soon. The board of trustees performs

management functions such as planning, organisation,

leading, coordination and budget allocation. Although it is

clear the library could improve service with the availability

of more funds. Robbins (2006: 238) identified the purposes

of planning by giving four reasons; that is, to provide

direction, reduce uncertainty, minimise waste and

redundancy as well as set the standards used in controlling.

In general terms, planning can increase an organisation’s

profits and increase a higher return on assets.

Aims

To ensure the community of Alexandra do not travel long

distances to access information resources (Alex San

Kopano Educational Trust Publications 1992).

Objectives

Alex San Community Library provides literacy

classes to learners in a variety of fields from biology

to mathematics through coordinated winter school

courses.

Young children are involved in educational games,

competitions, quizzes, storytelling sessions including

basic reading and writing skills.

Learning sessions are supplemented through the

library selection of video programmes on a wide

variety of educational and school subjects.

Current status of the Library

Parent body


10

According to Robbins (2006: 43) organised endeavours

directed by people responsible for planning, organising,

leading and controlling activities have existed for thousands

of years. He gives an example of the Egyptian Pyramids and

the Great Wall of China as tangible evidence that projects

of high scope, employing tens of thousands of people were

undertaken well before modern times. Alex San Community

Library is managed by Alex San Kopano Educational Trust,

a non-government, non-profit organisation that provides a

comprehensive range of services primarily to the people in

and around Alexandra. The trust comprises of ten (10)

Board of Trustees whereby the Multi-Purpose Community

Centre’s Director represents top level management

followed by the Centre Manager and Employees. As part of

the centre, Alex San Community Library reports directly to

the Centre Manager through one two staff members

(librarians) who work as librarians. This means that the two

Librarians perform both library management duties and

ordinary librarian duties. As it stands, the library is unable to

perform all the functions of a library such as original

cataloguing1 due to incapacity. Instead the library relies on

copy cataloguing2 done in conjunction with Gauteng

Provincial Library and Information Services.

Physical facilities

Buildings

Alex San Community Library dates back to the 19th of

February 1992 when the Multi-Purpose Community Centre

was officially opened for use. Nearly twenty one years later

the building walls were in need of renovation. Hence there

is currently a plan by City of Johannesburg to renovate the

library inside out with the hope of taking over the

management of the library from the Board of Trustees.

During the month of February 2012, Alex San Community

Library halted its services in order to allow renovations to

1 See Taylor A, G. 2006. Pp. 491

2 Also see Taylor A, G. 2006. Pp. 491


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take place. The renovation took place and as I write, the

library has been given a facelift.

Resources

Printed books

With at least five to six book shelves available in the library,

users have access to a number of printed books. However,

there are still gaps that need to be filled especially the

Dewey Decimal Classification system (DDC) and the Shelf

list. The DDC system in the library is not sequential and

only covers certain classes in random order. For example,

class 000 has only printed books on Computer Science and

fewer books on Information and General Works, the

reason being that there is another information service in

competition with Alex San Community Library (i.e. the

Reference Library at 8th Avenue). Users looking for General

Reference works such as Encyclopaedias are often referred

to the reference library in 8th Avenue. Other DDC Classes

covered extensively include Language (Class 400),

Technology (Class 600), Arts and Recreation (Class 700) as

well as Literature (Class 800).

Journals and magazines

Alex-San Community Library doesn’t have any journals in

its collection. There are a number of magazines available for

use at Alex-San Community Library. Examples include

Finweek, Bona and Drum. Most copies of Bona and Drum

look old outside and date as back as the year 2003. It’s not

clear how the library gets hold of the copies although I was

informed Finweek is accessed through another unit of the

Multi-Purpose Community Centre in The Business Place

(its operations closed down during the month of June due

to budget cuts from the provincial municipality).

Multimedia packages

Alex San Community Library has in its collection;

educational DVD material which users can consult using


12

available equipment such as a DVD decoder and television

monitor.

Online Commercial Database

There are currently no links to any external commercial

databases that provide information sources to users through

the library. This could be a great business opportunity for

Commercial Database Vendors.

Functions of the library

Collection development and management

As it stands, Alex San Community Library has no tangible

collection development policies except for those drafted by

Gauteng Provincial Library and Information Services.

Acquisitions

The library relies heavily on book donations from external

bodies such as Gauteng Provincial Library and Information

Services and private donors such as Nedcor.

Cataloguing

There are no in-house cataloguing activities. The majority

of printed books on the shelves are catalogued and

packaged by Gauteng Provincial Library and Information

Services then delivered to Alex San Community Library for

use. One could say that there are traces of copy cataloguing

in the library albeit to a lesser extent.

Furthermore, the library operates without any form of

cataloguing system for information searches and retrieval

purposes. Users simply register their names in an exercise

notebook, contact and organisation details then head

straight to the shelves to look for material. This could mean

that no Authority Files and a Shelf-list are kept for use by

users and potential users.

Circulation and inter-lending system


13

Although there is a reception area which also serves as a

foyer, Alex San Community Library has no proper

Computerised Library Management System in place. Users

who want to borrow material from the library simply bring

proof of residence, identity document and two ID sized

colour photos and they can start borrowing material. An

effective lending and circulation system is needed to deal

with enquiries, borrowing, and offences such as when a user

fails to return library material, inter-lending and fees

(penalties) administration.

Weeding and Co-operative Evaluation

Due to the nature of acquisition (i.e. books donated by

external donors), Alex San Community Library seldom

engages in weeding activities. Books and other material

donated can stay on the shelves for as long as they exist.

This reveals challenges of subject coverage, currency and

relevance related to the collection.

The Gauteng Provincial Library and Information Service

remains the only external body that works closely with the

Alex San Community Library on matters of co-operative

evaluation. However, until such time that the proposed

takeover by City of Johannesburg takes place, co-operative

evaluation of the collection remains a pipeline dream.

Other equipment

Computers

There are currently five to six computer workstations

operating as “an internet café” within the library. Ordinary

members of the community are allowed to use the

computers and internet service at a charge (i.e. thirty

minutes internet usage at R5.00). In addition, students from

higher institutions of learning such as University of South

Africa (UNISA) and University of Johannesburg (UJ) can

use the computers and internet service to do their academic

work without a charge.


14

Looking at the aforementioned pointers, the current status

of Alex San Community Library reveals both positive and

negative aspects, the remainder of which will be analysed in

the following sections using a SWOT analysis. According to

Robbins (2006: 240) a SWOT analysis is a comprehensive

way of evaluating an organisation in its entirety with a view

to identifying its good and bad sides, the external

environment in which it operates as well as the

opportunities to be explored for growth.

Strengths

It does not perform traditional library functions such

as cataloguing, acquisitions, co-operative networking

and collection evaluation. Where some of the library

functions are performed, it is only on small scale.

This is strength as well as a weakness.

Alex San Community Library is a subsidiary of Alex

San Kopano Educational Trust, a non-profit

organisation whose mission is to develop and cater

for the needs of Alexandra residents. The library is

situated within a Multi-Purpose Community

Resource Centre that is Alex San Kopano Resource

Centre and thus adds value by complimenting other

agencies rendering services other than information

within the centre.

It is a community library and residents can identify

with it, its parent body, its employees and

information resources.

It has ample physical facilities in a form of spacious

activity rooms that can accommodate new changes.

Weaknesses

Alex San Community Library seems to have

management and staffing problems. Top level

management of the library is also senior management

for the parent body (i.e. Alex San Kopano

Educational Trust) and only two(2) staff members


15

exist, one is a senior librarian and the another an

assistant. According to Zbar (1996: 142) work

overload can be caused by the insecurity that

characterises the modern corporation because people

work hard to prove they are indispensable. The

paradox of work (Zbar 1996) is that there is uneven

distribution of work in most organisations and this

results in some people having too much to do and

too little time to do the work while others must deal

with long periods of enforced idleness (Zbar 1996).

The library lacks enough information resources to

cater for all the needs of the community.

It does not perform traditional library functions such

as cataloguing, acquisitions, co-operative networking

and collection evaluation. Where some of the library

functions are performed, it is only on small scale.

This is a weakness but can also be a strength.

Opportunities

The library has an opportunity to merge with

existing information agencies within the community

for growth and expansion. For instance, there is a

Children’s Library in 3rd Avenue, a Reference Library

in 8th Avenue while the Alex San Community Library

is situated at the centre of Alexandra Community in

12th Avenue.

The library can engage in co-operative networks

with other information agencies such as University

of South Africa Library, City of Johannesburg

Library, Gauteng Provincial Library and Information

Services, professional bodies as well as commercial

information providers.

It can introduce traditional library functions such as

original cataloguing to its daily activities through the

introduction of scientific management. For instance,

instead of assigning all the work to two librarians,

jobs could be assigned to student librarian workers

or roving librarians provided there is a budget set


16

aside for the remuneration of student librarian

workers.

Threats

According to Prince (2012), City of Johannesburg

has a proposed strategy to bring changes to the

library. This could mean a total take over from Alex

San Kopano Educational Trust in terms of

management and funds allocation. In essence, the

move would help the library grow but it can also

threaten community culture at the library.

There is a lot of competition from other information

agencies within the community. Failure to prioritise

and strategize could see the closure of the library in

future.

Technological advancements such as the availability

of software and hardware mean that commercial

information providers might emerge within the

community in the near future. This poses a real

danger to the library’s user and potential user base.

This threat could be turned into an opportunity for

instance, where the public is offered training on

technology.

Task 1.2 Future possibilities and potential extensions

Historical and cultural significance

As stated earlier, Alex San Community Library is one of the

many resource centres within a broader Multi-Purpose

Community Centre (MPCC) that is Alex San Kopano

Resource Centre that represents development and cultural

aspirations of the people of Alexandra through its parent

body, the Alex San Kopano Educational Trust. According

to Alex San Kopano Educational Trust (1992) the library

came into operation after the MPCC was officially launched

on 19th February 1992. This was two years before

democratic elections were held in South Africa and twenty

years later, the library is still in operation. Therefore, it is


17

without any doubt that community members perceive the

centre and its agencies as having a historical and cultural

significance. Needless to say the history of the parent body

(i.e. Alex San Kopano Educational Trust) dates back to the

year 1986 when community members came together with

the objective of bringing the people of Alexandra together

(Alex San Kopano Educational Trust: 1992).

Commitment and sustainability

From the above section, we can denote Alex San

Community Library has historical and cultural significance

through its parent body (Alex San Kopano Educational

Trust). It is therefore unlikely that, in spite of the

weaknesses, the library would close down. Given its

importance in the history of the community, alterative

solutions would be considered should it happen that the

library’s existence is under threat. The proposed takeover

by City of Johannesburg is but one signal. During the

month of February Alex San Community Library was

closed due to renovations on the exterior and interior of the

building courtesy of City of Johannesburg.

Co-operative Networking

According to Prince (2012) there are a number of interested

external stakeholders willing to start co-operating with Alex

San Community Library on a number of activities. For

instance Prince (2012) revealed a Communications and

Marketing representative from University of South Africa

(UNISA) has already approached the library for possible

extension services from UNISA Library. While at the

library for my first interview I discovered that there were a

lot of UNISA students living within the community of

Alexandra who use Alex San Community Library for

assignments and studying. The register used to record

library users has several students from UNISA signing in to

use the library on a daily basis. The proposed future

direction would be that UNISA extends its services to Alex

San Community Library so that UNISA students don’t have


18

to travel to Johannesburg and Pretoria to do their academic

work.

Integrated Merger

Earlier on it was revealed that there are a number of

information agencies within the community of Alexandra

offering information services. The Children’s Library in 3rd

Avenue and the Reference Library in 8th Avenue are prime

examples. The availability of these information agencies

brings out a lot of suspicion regarding the approach taken

and the implementation model used to separate Alex San

Community Library from the rest. This is in spite the fact

that Alex San Community Library is in the centre of

Alexandra in 12th Avenue. The threat of competition could

mean that there are plans to merge all existing information

services into one main integrated information service.

Mapping the route for change

According to Robbins (2006: 206) “decision making is the

essence of a manager’s job no matter what the business is”.

In the case of Alex San Community Library, the Alex San

Kopano Educational Trust as represented by the Board of

Trustees (i.e. the Centre Director and the Centre Manager

as subordinate) should be able to make decisions on behalf

of the library as a subsidiary of the trust as explained earlier.

The following figure shows six steps the Board of Trustees

could follow in the decision making process for Alex San

Community Library:


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Figure 1 the need to Re-Engineer Alex San Community Library.

Identification of a problem

Identification of decision criteria

Allocation of weights to criteria

Development of alternative City of Johannesburg

EBSCO

UNISA NLSA

Sabinet NARS

NISC

Selection of alternatives City of Johannesburg √

EBSCO

UNISA √ NLSA

Sabinet NARS

Implementation of alternatives NISC

Figure 1 Based on the steps of problem solving for organisational re-

engineering by Robbin, S. (2006: 206 with adaptations)

Financial qualifications

History and cultural significance

Start-up costs

Commitment and sustainability

Co-operative networking

integrated merger

Management handover

Financial qualifications 10

History and cultural significance 8

Start-up costs 6

Commitment and sustainability 4

Co-operative networking 8

Integrated merger 4

Financial qualifications 6

City of Johannesburg

UNISA

Evaluation of decision

effectiveness


20

As we can see from Figure 1 above, the Board of Trustees

needs to make tough decisions in order to facilitate the re-

engineering of Alex San Community Library. Since step 7

involves the Implementation of alternatives decided, the

Board of Trustees could state the following reasons for

proposed future direction.

Reasons for proposed future direction:

The handing over of management duties to City of

Johannesburg would resonate well with the

arrangement of provincial legislative framework. As a

community, Alexandra falls within the Gauteng

District and City of Johannesburg municipal

jurisdiction. This qualifies Alex San Community

Library to get included in City of Johannesburg

Municipality’s Annual Budget Allocation. The

availability of funds could be used to purchase more

resources and to introduce a payment system for

employees so that pay reflects the contribution the

employees make rather than the positions employees

hold within the library (Zbar 1996: 141).

Also, City of Johannesburg presides over one of the

biggest Public Libraries (i.e. Johannesburg City

Library) in terms of management, collection,

procedures and systems. This wealth of knowledge

could come in handy for Alex San Community

Library when transferred and shared.

Moreover, co-operation with University of South

Africa (UNISA) would ensure academic library

services are incorporated into the community library

model used by Alex San Community Library thereby

assisting distance learners with career development,

research, and studying and assignment completion.

Integrated merging between existing information

agencies and Alex San Community Library would

allow for a centralised management approach. This

could result in Alex San Community Library


21

adopting elements of Gericke’s Model of Public

Libraries (AIS3703 Only Study Guide. 2009: 37).

Task 1.3 Implementation of the proposed strategy

As indicated in Section 1.1 Alex San Kopano Educational

Trust manages the operations of the Alex San Community

library within a broader Multi-Purpose Community Centre

that has several agencies providing different services. By the

implementation of the proposed strategy reference is made

to the rolling out of solutions to deal with problems already

identified in the afore-mentioned sections. Since it was

mentioned that City of Johannesburg has shown interest in

taking over the management of Alex San Community

Library, the introduction of scientific management practices

and techniques could be the first step towards the

implementation of the proposed strategy. By dividing the

labour (Smith 1776) and breaking down jobs into narrow

and repetitive tasks the management of Alex San

Community Library could increase productivity levels of all

staff members (Robbins 2006: 43) . Team work would also

be a crucial method to introduce both at top level and

operational level management structures. As soon as a

Memorandum of Understanding is signed between Alex

San Kopano Educational Trust and City of Johannesburg, a

new Board of Directors for the library would have to be

introduced to directly manage the library instead of the

somehow indirect management approach once used by the

Board of Trustees. The new Board of Directors could

comprise of individuals appointed by City of Johannesburg

as the new shareholder or an agreement could be reached to

also include some individuals from the Alex San Kopano

Educational Trust in the new Board. The new Board of

Directors should comprise top level, middle and lower level

management departments headed by managers. For

instance, a Strategic Planning Unit (responsible for

planning, organising and leading) headed by a Senior

Librarian as top level management, and an Operations Unit


22

(responsible for coordination and reporting) headed by a

Junior Librarian as middle level management could be

introduced. In this way lower level management headed by

Supervisors and staff members such as students workers

and roving librarians would be able to report up and down

the line of command (Robbins 2006: 238).

With the afore-mentioned structural model put in place,

Alex San Community Library would be able to operate

effectively and provide an improved service. Once again,

the new Board of Directors would have to engage in

consistent planning to ensure that implemented plans bear

fruits. According to Robbins (2006: 239) the quality of the

planning process and the appropriate implementation of the

plans probably contribute to high performance than the

extent of the planning. Of course the new Board of

Directors would have to guard against any deviations and

obstacles caused by the external environment. Robbins

(2006) asserted that governmental regulations, powerful

labour unions and other critical environmental forces

constrain manager’s options and reduce the impact of

planning on an organisation’s performance. Therefore, a

planning time frame would be critical in influencing the

planning-performance relationship of Alex San Community

Library systematic formal planning. Responsible planning

would also ensure that additional Financial, Marketing and

Staffing Departments are put in place to help with finance,

marketing and staffing.

Task 1.4 Evaluating the proposed strategy

As a way of evaluating the proposed strategy, I would

advise current management of the library (Alex San Kopano

Educational Trust) to exercise caution in regard of the

proposed take-over by City of Johannesburg and to come

up with counter measures to monitor the transition from

old management to new management for the following

reasons. First, the signing of contractual agreements

between Alex San Kopano Educational Trust and City of


23

Johannesburg has to embrace the principle of mutual

consent to avoid possible future disagreements. According

to Robbins (2006: 223) there are different styles

management can adopt in the decision making process. For

the purpose of this portfolio and the chosen information

agency, the adoption of a Conceptual and Behavioural style

(Robbins 2006) of decision making would come in handy

for the new management of Alex San Community Library.

It is believed that the adoption of a conceptual style by

management in the decision making process helps 1. To be

very broad in outlook 2. Look at many alternatives 3. Focus

on the long run 4. Helps find creative solutions to problems

(Robbins 2006: 223). Although a combination of two or

more decision making styles would also be helpful. For

instance, the addition of a behavioural style in the decision

making process would help management deal with

employees behavioural problems. According to Muchnick

(1996: xiv) there is a category of employees he referred to as

“Generation X”, that is a generation of employees who

collectively say no to traditional management approaches in

the workplace. Muchnick (1996: 14) claimed “naked

management is not about wallowing in the stagnation of

gridlock but about achieving positive solutions to bottom-

line X-force issues. Secondly, the historical and cultural

significance of Alex San Community Library has to be

considered. Consideration in this regard would help keep

the identity of the library. Retaining the identity would not

only assist the marketing department to audit the usage of

the library since its inception but will also help retain

existing users and attract potential users. Thirdly, the

introduction of new marketing and finance departments is

essential for any co-operative and integrated merger

activities to take place between Alex San Community

Library, its users and other organisations. For instance, the

marketing department could play a critical communications

role in conducting User Studies Research activities such as

surveys in order to identify the ever changing needs of the

users. What’s important to note here is that evaluation of


24

any strategy should not be a once off occurrence but should

be a consistent practice applied on a continuous basis.

Conclusion

The first task of this portfolio looked at Alex-San

Community Library as the chosen agency under

investigation. The current status of the chosen agency was

investigated with a view to finding out who the parent body

is, facilities, resources; against the backdrop of the specific

functions carried out by the library. Other resources such as

computer hardware and software were looked in light of a

SWOT analysis that seeks to identify the library’s strengths,

weaknesses, opportunities and threats. In Task 2 of this

portfolio we will look at the stages in the research process

as vehicle that could be used to improve Alex-San

Community Library service provision.

Reflection:

On receiving the first tutorial letter of this practical

Portfolio in February of 2012; a feeling of anxiety

struck my nervous system as I pondered over the

requirements of the portfolio for the year. Since it

is a year course, I had to plan my studies carefully

to ensure that I worked through all the given tasks

successfully.

At first I wasn’t sure which information agency I was

going to study. My indecisiveness owed to the fact that

in the previous year, I had no stable place to call home

since I was travelling between Gauteng province and

Limpopo province. Should I study Polokwane City

Library? If I study Johannesburg City Library, will I be

able to successfully finish my project? These were some

of the questions I was asking myself as i looked to pick

on one information agency to study for my portfolio.

towards the end of February I took one of the biggest

decisions of my life. I decided to relocate permanently to


25

Alexandra Township I Gauteng province. When I got

there, i had a lot of challenges since I was out of work

and the very thought of undertaking a practical portfolio

to study an information agency of my choice was scary.

How will I go about getting the finance to travel from

Alexandra to Johannesburg City Library should I decide

to study the library? Is there an alternative? As I was

asking these questions, I eventually came to a

conclusion that it would be best if I chose an information

agency that would be both accessible and inexpensive to

study. I then decided to look around for a nearby library

that I would focus on and Alexandra Community Library

was chosen for study.

In April I got a job as a trainee Librarian at University of

South Africa, Sunnyside Campus. Getting employed at

UNISA was a land-mark breakthrough for me. It was at

UNISA that I got an opportunity to practice the theory

that I had learned in the past three years (2009, 2010

and 2011) while I was getting paid a salary for my hard

work. Life started to change and I began putting together

my plan for this portfolio. My first visit to Alexandra

Community Library was inspirational as I was able to set

up several meetings with one of the staff members for

information on the history of the library, management

and its current status.

Next, assignment 2 will look at stages in the research

process as I set out to scientifically outline what

problems exist, how Alex-San Community Library

could be investigated.


26

Assignment 2


27

TASK 2.1 The research process

I am going to research online databases and community

libraries because I want to find out what the role of online

databases in community libraries can be in order to

understand how community libraries can attract more users

when they subscribe to online databases.

2.1.1 Development of the real world problem:

2.1.1.1 Real world problem:

Alex-san Community Library does not subscribe to online

databases that can help users have enough resources.

2.1.1.2 Research question:

What could be done to attract more users to the community

library?

2.1.1.3 Research problem:

I am going to research online databases and community

libraries because I want to find out what the role of online

databases in community libraries can be in order to

understand how community libraries can attract more users

when they subscribe to online databases.

2.1.1.4 Research answer:

Interventions exist or can be developed for Alex-San

Community Library, its users and employees.

2.1.1.5 Application to the practical problem:

I will compile a list of suggestions and guidelines on how

the interventions can be applied.

(Stages and steps in the research process above adapted from AIS3704 Only study

Guide. 2008: 16)

2.1.2 Research objectives:


28

To examine the role of online databases in satisfying

a diverse Alex-San Community Library user needs.

To conduct research into the type of interventions

that Alex-San Community Library could introduce to

attract more users.

To further investigate what sort of interventions are

currently being undertaken to satisfy user needs in

the community of Alexandra.

Make recommendations on the types of

interventions community libraries in South Africa

can provide to attract and satisfy users ever changing

needs.

TASK 2.2 Type of research

Descriptive research

I chose descriptive research because I want to understand

what the relationship is between the provision of online

database information by community libraries and user needs

satisfaction. According to RSCH201 Only Study Guide.

(2009: 95), Descriptive research will help me do the

following:

Give an accurate profile of the research group

To describe the processes being undertaken by Alex-

San Community Library

Give a verbal and numeric picture of the situation

Generate information that will generate new possible

explanations

To provide basic background information or context

of the research group

To explain specific sequences, phases or steps

To document information disproving previous

findings about a particular topic

TASK 2.3 Research design


29

I intend to use a quantitative approach and will therefore

follow a non-experimental research that is, a cross sectional

survey. The reason being that I would like to study the

behaviour of library users towards community libraries

which do not subscribe to online information databases and

those that subscribe and offer online information databases.

In addition, I’ve identified regular users of Alex-San

Community Library and its employees as a group of people

I intend to ask questions using a questionnaire and

interviews. Moreover, I will use statistics to describe the

behaviour and characteristics of the sample population.

Since the survey will be cross-sectional, it will be conducted

once with a view to investigating what the opinions and

views of current users are on the proposed changes for

Alex-san community Library as highlighted in Task 1 of this

portfolio (RSC201H Only Study Guide 2009: 136).

TASK 2.4 Data collection methods

2.4.1 Introduction

Data collection methods are an important aspect of social

science research. After a research design has been chosen, a

researcher can use a number of data collection methods to

collect data for analysis. This discussion will look at

measurement as the first process in data collection which

follows specific rules and criteria and is used by social

science researchers to record the value of a particular

variable. The ordinal level of measurement will be

highlighted as one measurement technique chosen for the

construction of a questionnaire to be used to gather data

from the chosen sample population. In contrast,

measurement errors will also receive attention as I seek to

highlight to the reader the probability of measurement

errors during data collection. Usage of existing data will be

discussed against the backdrop of the need to use available

material that can help answer specific research questions.


30

Note that sampling will be used to enable me to collect data

from a representative sample frame of the entire population

of library users in Alexandra Township. The strategy is to

use a research design that will be systematic in obtaining

specific information using structured interviews and focus

groups interviews. A self-administered questionnaire will be

cited as a data collection instrument with questions for

respondents.

2.4.1.1 Measurement

Measurement is usually applied to the research in order to

help find accurate answers to the questions and sub-

problems that were highlighted in 2.1.1.2. Since the social

problem been investigated was undertaken within a library

environment, the measurement helps analyse questionnaires

which will be issued out to respondents at Alex-San

Community Library. According to RSC201H (2009: 171)

measurement is defined as when a researcher “records” the

value of a particular variable in order to describe the

variable. Moreover, measurement gives a researcher

objective evaluations which can be verified by other

researchers, whether they are valid and reliable. A

questionnaire which does not adhere to the criteria of a

measurement would not be able to pose appropriate

questions to respondents thereby preventing the researcher

to engage with respondents in a manner that would help

find accurate answers to the research questions. Choosing

the right type of a measurement is an important step

forward. In the next section, the ordinal level of

measurement will be discussed as chosen for this research

project.

Ordinal level of measurement

The ordinal level of measurement is a category of

measurement that helps a researcher arranges questions on

a questionnaire. Its characteristics consist of discrete,

mutually exclusive and exhaustive categories. Also, an


31

ordinal level of measurement is useful to rank data in a

certain order of importance. Discrete categories are distinct

and separate from all other categories (RSC201H Only

Study Guide. 2009: 171). An example of a discrete category

is life, a person either lives or they don’t. With this discrete

category, the researcher’s assumptions about the ability of

the Alex-San Community Library collection to satisfy an

ever-changing user needs would be tested.

Also this category would help get opinions from the

representative sample frame on whether they perceive the

management of the library as conscious of the need to

subscribe to online databases in order to supplement the

current collection. Mutually exclusive categories are said to

emphasise exclusion (RSC201H Only Study Guide 2009:

171). For instance, a mutually exclusive category could be

used to determine what the representative sample frame

thinks of the existence of the library in the community,

whether its helpful or not helpful. Exhaustive categories

focus on making provision for all possible responses

(RSC201H. Only Study Guide 2009: 171). Using exhaustive

categories in this survey would help respondents answer a

question such as which fields of study would they prefer an

online database to offer? The objective here is to measure

the behaviour, opinions and attitudes and preferences of

respondents.

Measurement errors

In the above section it was indicated that the ordinal level

of measurement would be used as a measuring instrument.

According to RSC201H Only Study Guide (2009: 174)

measurement errors occur during data collection. It is said

that researchers need to be aware of the errors since they

can bias the actual data collected. Bias can also occur during

the interpretation of the research findings. RSC201H (2009)

further identifies two sources of errors in systematic and

random errors. It is said that with systematic errors; “people


32

tend to give a favourable impression of themselves and this

desire to be socially acceptable can bias their responses”.

For instance, it will later be revealed (in section 2.4.1.3 on

Sampling) that some of the respondents chosen for this

particular research project are tertiary students who use

Alex-San Community Library for studying. Tertiary

students generally have a tendency to perceive themselves

as more knowledgeable than the rest of society, probably

because they spend most of their time reading different

information records thereby increasing their knowledge

structure. Random errors are said to occur when certain

factors come into play. Those could be, for instance, the

failure of research equipment during interviews, when some

respondents feel intimidated by the presence of the

researcher or respondents failing to attend due to illness. As

with any other research project, it is to be expected that the

examples quoted above could occur as random errors,

especially since it hasn’t been easy communicating with

librarians at Alex-San Community Library. At times they

would agree to a scheduled meeting only to turn it down at

the last minute. Only on one occasion did one of librarians

reply to a one of the many emails I had sent regarding this

research project. The researcher should therefore be aware

of measurement errors to ensure bias doesn’t distort data

collection as well as the interpretation of the data.

2.4.1.2 Usage of existing data

The use of existing data can provide a good supplement of

information material that can be used together with other

data collection tools such as questionnaires and interview

schedules. According to RSC201H Only Study Guide

(2009: 175) existing data may include among others books,

magazines, newsletters as well as official statements. The

reader will remember that in Task 1 of this practical

portfolio, an official document of the parent body of the

information agency in study was used to present the

mission and as well as the objectives of the Alex San

Kopano Multi-Purpose Community Centre – a centre


33

within which Alex-San Community Library is located. In

addition, a variety of other existing data such as information

provided on the internet will be used to add to data

collected by means of interviews and a questionnaire. For

this research project, census data provided by Statistics

South Africa could be used to determine general

information such as the number of residents living in

Alexandra Township as reflected in the last census which

took place in the year 2011. Although this kind of

information is not the centre of focus for this research

project, it would provide some necessary factual

background information, thereby giving the research

context.

2.4.1.3 Sampling

Why sampling? Sampling is an important step in the

research process. According to RSC201H Only Study

Guide. (2009: 148) sampling helps optimise the use of

resources in the investigation of the area of interest. In

addition, sampling provides careful procedures designed to

ensure that the range of variation in the population will be

represented adequately in one’s sample observations

(Singleton, AR: 137). The sampling process will be

approached using probability sampling, which means that

every person has an equal chance of being selected in the

sample population.

Sample population

For the purpose of this research, a sample population of

1000 will be drawn for study from the entire population of

Alexandra Township as a representative sample to be used

to infer generalizations. For example, from the sample

population drawn, tertiary students, learners in primary and

high school as well as the general adult population have

certain descriptors which could be used as criteria when

drawing the sample population. While tertiary students

frequently use Alex-San Community Library as a study


34

centre, learners in primary and high school often visit to

find material that can assist in completing their school

work. The general adult population includes those people

who visit the library to read for recreational purposes.

Given, this sample population resemble very much the

users and potential users of the Alex-San Community

Library and would therefore be accessible to the researcher

(RSC201H. Only Study Guide 2009: 150). The technique to

be used for sampling will be discussed in the next section.

Simple random sampling

Simple random sampling is the most basic of the probability

sampling techniques. According to Brink, Van der Walt &

Van Rensburg (2006: 12); De Vos et al (2005: 200) in

RSC201H Only Study Guide (2009: 156), simple random

sampling ensures that each element in the sample frame

has an equal chance of being included in the sample

population. For instance, all members of Alexandra

Township have an equal chance of being included in the

sample population to be drawn for this research project

taking into consideration their descriptors as indicated in

the section on sample population above. Therefore, from

the sample size of 1000 drawn, each respondent will be

assigned consecutive identification numbers in preparation

for the selection method to be used.

Lottery fishbowl

A lottery fishbowl method entails writing the identification

numbers of the sample population on pieces of paper inside

a container, mixed well then selecting each number at a

time. The identification numbers on pieces of paper are in

essence, a numerical representation of each unit in the

sample population. In preparation for the interview, the

researcher must ensure that a letter of request is despatched

to a person of authority at the information agency being

studied. Preparing a letter of request is done to alert the

authority of the information agency in question of political

and ethical issues. The process of research is not always


35

limited by the unavailability of resources. According to

Barbie, E (1998: 437), “just as certain procedures are too

impractical to use, others are either ethically prohibitive or

politically difficult or impossible”. See Annexure A for an

example of a letter of request that will be despatched to

Alex-San Community Library.

2.4.1.4 Interviews

As indicated in section 2.3, the research design for this

research project is quantitative, meaning that a cross-

sectional survey will be used to collect data. Like in any

survey study, interviews are known to use personal contact

and interaction between interviewer and interviewee

(RSC201H Only Study Guide. 2009: 179). Although

interviews are a good way of collecting meaningful data in

survey research, the researcher should bear in mind that the

advantages and disadvantages of interviews are taken into

consideration. Advantages of interviews include amongst

others the fact that questions can be standardised thereby

allowing the researcher to sum up assumptions they had

before the collection of data. Also, interviews allow the

researcher to establish a relationship with respondents such

that the researcher can contact respondents at a later stage

should questions arise. Online social networking media

such as Facebook and Twitter could be used to keep

contact with respondents after the survey. On the contrary,

interviews have limitations. One of the biggest limitations

with interviews is that bias can occur during the interview.

For example, in the case of Alex-San Community Library

users, the interviewer might find themselves giving

preference to tertiary students for the filling of the

questionnaire because they are perceived to be textually

literate. Moreover, some interviews might require that

interviewers be trained in interviewing skills, a process that

can be costly. Fortunately, for this research project, the

researcher will play a dual role, both as a research director

and an interviewer. Therefore no further costs are expected


36

to be incurred during the interviewing stages. Since, the

research approach for this project is quantitative, structured

interviews will be used to compile a self-administered

questionnaire.

Structured interviews

Structured interviews can help the researcher sum up

assumptions. According to RSC201H Only Study Guide

(2009: 179), a structured interview asks a specific list of

questions. In addition, structured interviews ask questions

similar to those in a questionnaire. This is a great feature

considering the intention to use a self-administered

questionnaire for this particular research project. An

interview guide would be used to guide the respondents

answer questions as and when they are asked. For an

example of an interview guide to be used for this research

project see Annexure B.

Focus group interviews

Focus group interviews are useful in a variety of ways. They

are usually done in groups of 6 to 12 people. Since focus

groups involve group action, they could be administered at

the location where research is been undertaken. An

advantage of focus groups is that they allow the researcher

to evaluate the contents of a self-administered

questionnaire. For instance, a small group of 10 library

users at the Alex-San Community Library could be chosen a

day before to answer a self-administered questionnaire prior

to the handing out of the questionnaire to a larger sample

size. This could help the researcher determine whether

respondents understand the wording of the self-

administered questionnaire. Any signs of misunderstanding

and ambiguity would then be rectified (RSC201H Only

Study Guide. 2009: 180).

2.4.1.5 Questionnaires

A questionnaire is a printed document that contains

instructions, questions and statements that are compiled to


37

obtain answers from respondents. Unlike in structured

interviews where an interview schedule is used to guide

respondents in answering questions, questionnaires are

filled by respondents without the assistance of the

researcher. For this particular research project, a printed

questionnaire will be distributed amongst a chosen

representative sample at the Alex-San Community Library.

The type of questions used in the questionnaire for this

research project include close-ended questions, Linkert

scales, paired comparison questions, inventory questions,

contingency questions and multiple choice questions; all of

which make up a total of 15 questions to be answered by

respondents. Although well aware of the problems of non-

response when using questionnaires, there is hope that

respondents will do as requested. Alternatively, I could go

with logistical hassles such as getting the Department of

Information Science at the University of South Africa,

University of Johannesburg and the University of the

Witwatersrand to endorse the questionnaire. This would be

an important milestone for the research project since the

majority of library users who make use of the facilities of

Alex-San Community Library are students at the

aforementioned institutions. Thereafter respondents will be

required to return the filled questionnaire by using a drop

box to be situated at the foyer of the library building at 12th

Avenue, Alex-San Kopano Multi-Purpose Community

Centre in Alexandra Township. See Annexure C for an

example of a questionnaire for this research project.

Reflection

WEEK 1: I started off this task at a time when I was also

writing my final May/June exam. It was to be expected

that I commit preparation mistakes. After many hours of

reading through the two prescribed study guides

RSC201H and AIS3704 and drafting the steps in the

research process, it took me long to come back and


38

continue expanding on the steps due to the deserved

break I took after writing all my exams.

WEEK 2: After recovering from intensive revision and

exam pressure I revisited my work. I began the process

by visiting the University of South Africa Sunnyside

Library (now also my workplace) and conducting a

search on the catalogue for additional material that could

supplement the knowledge I had already acquired from

the two study guides (RSC201H and AIS3704). From the

information search I was able to retrieve two relevant

records for further literature review, one by Barbie, E and

Singleton, AR.

WEEK 3: I had fun using different software to compile

some aspects of this practical portfolio such as using

Corel Draw Graphics to do the cover page, exporting

jpeg images from Corel Draw to Microsoft Word (which I

love so much).

WEEK 4: I had a difficult time communicating with the

responsible person at the Alex-San Community Library.

Everything went as planned during the first task of this

practical portfolio. I was able to arrange two meetings

with a librarian at the Alex-San Community Library

regarding general management information. However,

during task two, the librarian seems to have decided not

to co-operate anymore. There were several emails sent

to him without any immediate response. I even tried

visiting the library during working hours to find out what

the problem was. Strange enough, every time I visit the

library, the librarian always has one or two excuses. One

time he told me that all computers at the library were

offline and he was unable to connect to the internet to

open his email inbox. Second time around he had no

other explanation except to say that he had not seen the

emails I had send. I began wondering if there was


39

something wrong I did or the librarian was denying me

information on certain operational activities of the library.

Was he tired of my visits? Was there a communication

breakdown?

WEEK 5: I continued working on my project regardless

of the negative signs I got from the librarian. Overall, I

found it a rewarding exercise since it enabled me to put

into practice some of the theory i had learned in modules

I have already passed such as AIS208P, RSC201H and

AIS3704 respectively.


40

ANNEXURE A

ANNEXURE B

Interview Schedule for users at the Alex-San Community Library

Practical Portfolio User Surveys © 2012, Department of Information Science, University of South Africa

SURVEY COVER LETTER FOR ALEX-SAN COMMUNITY LIBRARY USER SURVEY Official Mahlaga Molepo Letter-head Bachelor of Information Science Fellow Department of Information Science University of South Africa P.O Box 392 0003, South Africa Date emailed 22 June 2012

Researcher’s address Mahlaga Molepo 33, 10th Avenue, Alexandra, 2090

What study is about?

Its usefulness: Community Libraries face serious challenges with the advent of technology. Information and Communications

Technologies now allow library users to access

information without having to physically visit a library.

Is this phenomenon causing a decline in community library?

usage? I am going to research online databases and

Community libraries because I want to find out what the role of online databases in community libraries can be in

order to understand how community libraries can attract more users when they subscribe to online databases.

Why library was chosen; and who should complete

the questionnaire? Your library is one of out of many in which users will be asked to give their opinions on the above-mentioned

matters. From the sample population of all users of Alex-

San Community Library a sample size of 100 elements was

drawn, a consecutive identification number allocated to

each element in the sample frame and the lottery or

fishbowl selection method and technique used.

Promise of confidentiality

And professional ethics You are assured of complete confidentiality. The Principles of integrity, business ethics and objectivity

will be adhered to for professional ethics and respect

for respondents.

Usefulness of study The results of the study will be made available to the Department of Information Science at the University of

South Africa for review and evaluation. You may receive a

summary of the results by “writing COPY OF RESULTS

REQUESTED” on the back of the questionnaire. PLEASE NOTE:

do not include the request in the questionnaire itself.

Include your name(s) and contact details.

What to do if

questions arise I would be most happy to answer any questions you might have. Please email or call. My work telephone is (012)

441 5781, mobile +2783 952 992 3 and email

[email protected]

Appreciation Thank you for your assistance

Sincerely,

Signed Mahlaga J. Molepo

Project Director/researcher

Adapted from Dillma(1978) in Singleton, Straits and Straits(1993)


41

ANNEXURE B

I.

A. [shake of hands] My name is Mahlaga Molepo and as a scholar of Information Science, a student Librarian at the

Unisa Library Sunnyside Campus, I am engaged in a User Studies Survey which seeks to research online databases

and community libraries because I want to find out what the role of online databases in community libraries can be

in order to understand how community libraries can attract more users when they subscribe to online databases.

B. I would like to ask you some questions about your background, your education, some experiences you have had

with the Alex-San Community Library, and some of your hobbies and interests in order to learn more about your

information needs and share this information with the Department of Information Science at the University of

South Africa.

C. I hope to use this information to get the Department of Information Science at the University of South Africa to

motivate a proposal to the university management to become involved in bringing their Library and Information

Science services to Alex-San Community Library.

D. The interview should take about 10 minutes. Are you available to respond to some questions at this time?

(Let me begin by asking you some questions about where you live and your family)

II

A. General demographic information

1. How long have you lived in Alexandra Township?

……………………………………………………………………………………………………………

……………………………………………………………………………………………………………

……………………………………………………

a. Are you originally from Alexandra?

……………………………………………………………………………………………………………

……………………………………………………………………………………………………………

……………………………………………………

B. Online databases and Search Engines

2. Do you have access to the internet?

……………………………………………………………………………………………………………

……………………………………………………………………………………………………………

……………………………………………………

a. Have you used an online database or a search engine to search for information?

……………………………………………………………………………………………………………

……………………………………………………………………………………………………………

……………………………………………………

b. Please describe the name of the database and the search engine you use to search for information on the

internet?


42

……………………………………………………………………………………………………………

……………………………………………………………………………………………………………

……………………………………………………

b. What type of information where you looking for?

……………………………………………………………………………………………………………

……………………………………………………………………………………………………………

……………………………………………………

______________________________________________________________

B. Education

1. Why university or college do you attend?

………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………

………………………………………………………

2. Why qualification are you studying?

………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………

………………………………………………………

a. Are you an undergraduate or postgraduate?

.............................................................................................................................................................................................

.............................................................................................................................................................................................

....................................................................................

3. Do you use the library at your university or college?

……………………………………………………………………………………………………………

……………………………………………………………………………………………………………

……………………………………………………

______________________________________________________________

Well, it has been a pleasure finding out more about you. Let me briefly summarize the information that I have

recorded during our interview.

III

Some are from Alexandra Township; some are from other places. You study at university and college. Your hobbies

include surfing the internet and other hobbies and interests.

I appreciate the time you took for this interview. Is there anything else you think would be helpful for me to know

so that I can successfully introduce you to the Department of Information Science at Unisa.


43

………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………

………………………………………………………

C. (Action to be taken) I should have all the information I need. Would it be alright to call you?

at home if I have any more questions?

………………………………………………………………………………………………………………………

………………………………………………………………………………………………………………………

………………………………………………………

Thanks again. I look forward to introducing you to the Department of Information Science at Unisa.

For future contact please send me a friend request with the message: user studies survey alex 2012 on social

networking site FACEBOOK at http://www.facebook.com/mahlaga.molepo or connect with me on your

professional network at http://www.linkedin.com

http://www.facebook.com/mahlaga.molepo

http://www.linkedin.com/


44

ANNEXURE C


45


46

Next in assignment 3, a community analysis and needs

assessment of the users and potential users of Alexandra

Township will be discussed.


47

Assignment 3


48

3.1 Community and need profiles

Task 1.1 of this practical portfolio gave a description of the information agency being studied. In hindsight, the reader is reminded that the information agency under investigation is Alex-San Community Library. The library operates from the Alex San Kopano Multi-Purpose Community Centre, which is situated at the corner of Reverend Buti Sam Street and 12th Avenue in Alexandra Township, Gauteng Province. Alex San Kopano Multi-Purpose Community Centre is home to several agencies and these include The Business Place, Alex FM (now moved to 2nd Avenue) Alex San Community Library, Wizzit Bank , a Conference Room and other activity rooms such as Offices, Public Toilets and Kiosk. Users of the Alex San Community Library include Children, Young Adolescents and the General Adult Public. The library opening times are as follows: Monday-Friday 09:00-18:00, Saturdays 09:00-13:00, Closed on Sundays and Public Holidays with a reduction of the opening time (i.e. from 09:00-17:00) during winter. 3.1.1 Stakeholders and Community Group Consultation Since this is the first time I am developing a community analysis in order to assess the needs of the users and potential users of Alex-San Community Library, I saw it fit to identify key stakeholders in the community of Alexandra Township. Given the identification, these key stakeholders would then be consulted in order to source out information that they have about the community in question. Key stakeholders to be consulted as part of the Community Needs Analysis were initially identified as community trusts, civic organisations, advocacy groups, schools and business organisations. These stakeholders were recognised as having the knowledge to provide an overview of their community and its needs. From the list of key stakeholders identified, Alex-San Educational Trust was identified as a centre of focus mainly because it is the parent body under which Alex-San Community Library operates. As with any other community analysis programme, the study would begin with correspondence with the following identified stakeholders:


49

Alex-San Kopano Educational Trust(parent body)

Employees

Alex-FM

South African Civic Organisation Alexandra Branch

Committee

The Business Place

Pentecostal Church of Christ

Alex High School School Governing Body

Alexandra Taxi Association

According to AIS208P Only Study Guide (2007), conducting a community study is a complex and expensive exercise and thorough planning determines its success or failure. It should not be viewed as an academic exercise, once produced only to be filed. It should be an on-going process; the information should be continually updated and supplemented. It should be in constant use as a basis for decision-making about the direction of the services, including the development of the collection. As indicated above, the community analysis programme would include Alex-San Community Library staff to ensure that they participate in the planning phase of the study from the beginning. This is important since they will be the once implementing the findings of the study. In the next sections we will look at the basics of a community analysis programme as suggested by Gibson-Reading (1998). Target groups According to AIS208P Only Study Guide (2007: 19) target groups in a community analysis programme are not mutually exclusive, and in many cases one group fits into more than one category (e.g. disabled children obviously fit into two of the categories listed above). As the reader would note below, current users of Alex-San Community Library include both children and adolescents as well as the adult general public.

(a) Current users

Children and adolescents


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In task 1 of this portfolio i mentioned that Alex-San Community Library has a space set aside for use by children. The room comprises children’s books, a TV monitor and a DVD player that is used to present educational material to children during weekends, most especially during school holidays where most children are not attending school. In addition, we mentioned that there are a number of information agencies within the community of Alexandra offering information services. The Children’s Library in 3rd Avenue and the Reference Library in 8th Avenue are prime examples. Given this existence of other information agencies within the community, it is clear users in this category are in need of more resources in books, technological apparatus and audio-visual material that will not only satisfy their needs but also ensure that Alex-San Community Library effectively competes with the other available information agencies within the community. Adolescents are another category of users of Alex-San Community Library. These include mostly students studying towards a tertiary qualification with institutions such as University of South Africa, University of Johannesburg and University of the Witwatersrand. Earlier on in task 1 i highlighted the need for Alex-San Community Library to work with academic institutions so as to ensure that the needs of this category of users are satisfied. Thus, co-operation with academic institutions would ensure academic library services are incorporated into the community library model used by Alex San Community Library thereby assisting distance learners with career development, research, and studying and assignment completion.

Adult general public In task 2 section 2.4.1.1 of this portfolio i mentioned that the sample frame could be


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used to design a self-administered questionnaire that measures opinions of the sample population in regard of the existence of Alex-San Community Library in the Alexandra Township. The adult general public could include people between the age 35 and 65 who want to use the library for social development, leisure as well as enculturation. This category of users is in need of information resources that will help them achieve their needs to for example, look for jobs, and learn about the different ethnic groups that exist within the community of Alexandra and reading books to escape from daily social challenges. It is therefore fitting to assume the adult general public would be part of the sample population. The adult general public falls within this category would help get opinions from the representative sample frame on whether they perceive the management of the library as conscious of the need to subscribe to online databases in order to supplement the current collection. Mutually exclusive categories are said to emphasise exclusion (RSC201H. 2009: 171). For instance, a mutually exclusive category could be used to determine what the representative sample frame thinks of the existence of the library in the community, whether it’s helpful or not helpful. Exhaustive categories focus on making provision for all possible responses (RSC201H. Only Study Guide 2009: 171). Using exhaustive categories in this survey would help respondents answer a question such as which fields of study would they prefer an online database to offer? The objective here is to measure the behaviour, opinions and attitudes and preferences of respondents.

(b) Potential users

The disabled


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Disabled persons are people with a chronic disease that disable them from functioning at a normal level. The following percentage figures give a general overview of the disabled in South Africa and not Alexandra per se. This category includes the partially sighted, amputees and persons on a wheelchair. In 2009; 5,7% of South Africans aged 5 years and older were classified as disabled. Women (5,9%) are slightly more likely to be disabled than men (5,4%). Free State (9,1%), KwaZulu-Natal (7,7%), and Northern Cape (5,6%) had the highest rates of disability in the country (Statistics South Africa 2009: 4) . Currently, Alex-San Community Library has no facilities to cater for the needs of the disabled. Due to their physical and psychological conditions, disabled persons need special attention. In order to cater for their needs, Alex-San Community Library could invest in special workstations installed with computer monitors and keyboards with special colours such as yellow and on-screen voice narration to enable disabled person to search for the information they need (AIS208P Only Study Guide 2007: 19).

The disadvantaged According to AIS208P Only Study Guide (2007:19) the disadvantaged include the socio-economically, politically and culturally disadvantaged, including developing communities, immigrants, semi-literates (e.g. the new adult reader) and illiterates. Empirical evidence shows the community of Alexandra Township has the highest rate of disadvantaged people in comparison to other semi-urban areas in Gauteng province alone. There are many people in Alexandra Township who do not participate in socio-economic, political and cultural activities. These include people who have since withdrawn from engaging in for instance; politics because of the failure of the


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government to deliver basic services such as water, sanitation, electricity and employment. For example and generally speaking, statistics indicate that nationwide the percentage of households with no toilets or bucket toilets decreased from 12,6% in 2002 to 6,6% in 2009. Provinces with the highest percentage of no toilet facilities/bucket users include: Eastern Cape (18,9%), Limpopo (8,8%), Northern Cape (8,7%) and Free State (7,5%). The aforementioned statistics are to a large extend, not reflective of the high rate of people without proper sanitation and sewerage systems in Alexandra Township; a semi-urban area that falls within Gauteng province.

Although it is worth noting that there are a number of basic services such as water and electricity that are not paid for by residents of Alexandra and are paid for by Gauteng municipality, observation on the ground shows that the number of people living in poverty and squalor is higher than documented. This is contrary to the figures published by Statistics South Africa by province where Gauteng is ranked highest in terms of the number of households with access to pipe or tap water in the dwelling from 2002 to 2009. According to the general household survey conducted by Statistics South Africa (2009: 26) 98, 7 per cent of households in Gauteng province had access to pipe or tap water in 2000 and this figure seems to have dropped down to 98, 0 per cent by 2009. In addition, it is indicated that there are still significant differences between the different population groups in terms of households who have to use off-site safe water sources, with 26,5% of the black African population still using these sources compared to only 2% of other population groups. The 26, 5 per cent figure is therefore indicative of the state of the majority of people living in


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Alexandra Township as classified according to population group. Furthermore, Alexandra Township has a sizeable number of illiterates and semi-illiterates including so called new adult readers. It is unclear whether the number of illiterates and semi-illiterates is indicative of the lack of early child development programmes or the unwillingness of new adult readers to engage in education programmes. However, according to Statistics South Africa (2009: 8) Figure 1 summarises attendance of centres for young children, by children aged 0–4 years, as well as the extent to which they are exposed to early childhood development activities. Approximately 30% of South African children attend Early Childhood Development (ECD) centres. The highest attendance was reported in Gauteng (43,5%) and Free State (36,8%) when compared to Nearly 30% per cent (29,5%) of children in Eastern Cape attend centres, whilst Limpopo, Mpumalanga and Western Cape were similar with approximately 28% attendees. Since Alexandra Township falls within the jurisdiction of Gauteng, Alex-San Community Library could count on these positive figures by introducing programmes that contribute to early childhood development for sustenance. Moreover, Alex-San Community Library could do better with the inclusion of Basic Adult Education Training (ABET), Literacy, Further Education Training (FET), Home Based Education and Higher Education learning material in its collection. According to Statistics South Africa (2009: 9) only 0, 7 per cent of people in Gauteng province attend ABET schools, 0 per cent attend literacy classes, 10, 1 per cent attend Higher Education institutions, 2, 4 per cent attend FET colleges and 0, 1 per cent attend Home Based Education centres.


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Geographical information In task 1.1 of this practical portfolio an aerial view of Alexandra Township was given to illustrate the geographical view of this populous area. Historically, Alexandra Township was a farm that was located between the cities Johannesburg and Pretoria (Alex-San Kopano Educational Trust 1992). Later, the farm is said to have been sold to allow migrant workers from the rural areas to occupy space that would allow them to settle in their search for employment. Since then, Alexandra Township has grown to become one of the most populous townships South Africa. The township is estimated to have originally been home to over 650 000 dwellers(mostly black African males and females) who because of their desperate need to find employment in nearby cities, resorted to building shacks using combustible material such as corrugated iron and in some instances cupboards. As a result, most of the dwellers are unskilled and semi-skilled migrant labourers. Later in the years, the apartheid government arranged Alexandra geographically into avenues. In 2012, Alexandra Township has grown immensely and now has twenty avenues which spread out from 1st avenue to 20th avenue as illustrated in the aerial view of the map in task 1.1. Due to the high rate of unskilled migrant labourers, today many people in Alexandra Township rely on working as unskilled labourers in urban and semi-urban areas nearby mostly as cleaners, gardeners and house mates. According to an estimation of the number people(categorised according to province, population group and sex; provided by Statistics South Africa (2009: 50), there were 4 033 males and 3 889 females of Black African descent living in Gauteng province . Although these figures are said to not give an accurate estimation, they do in fact provide much insight into the general population of the province in terms of gender. This general population information could be used to make inferences on the number of males and females living in Alexandra Township then. Furthermore, there are major indications of a growing number of skilled people living in Alexandra and this is evident in the existence of newly constructed settlement areas on the outskirts of the township. Examples of these


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new settlement areas include the low-cost flats on 8th avenue, Alexandra extension, Tsutsumani and East Bank where skilled labourers are able to acquire housing bonds and pay rental fees according to their level of income. In essence, the existence of these semi-urban areas on the outskirts is reminiscent of the growing social classes between the “haves and the have nots”. Thus, Alex-San Community Library should consider the information needs of both unskilled and skilled members of the community when developing an information collection. Transport availability

Transport is an essential aspect in modern day living. It is not only the most convenient and fastest way to move from one point to another but also a critical factor that needs to be considered by information agencies. With availability, transport can help information agencies reach out to the communities they serve. In task 1.1 of this portfolio we mentioned that Alex-San Community Library operates from the Alex San Kopano Multi-Purpose Community Centre, which is situated at the corner of Revered Buti Sam Street and 12th Avenue in Alexandra Township, Gauteng Province. Since 12th Avenue represents the epicentre of Alexandra Township; there is a need for rapid transport in and around as well from the outskirts of this populous township. With more than 200 000 people estimated to commute in and out of the township daily, by means of taxis or private vehicles. Taxis are the only mode of public transport available to Alexandra residents after the bus sector, particularly Putco, was forcefully ejected by the taxi industry (City of Johannesburg 2008). There are currently no economy train services running in Alexandra except for the exclusive Gautrain shuttle that runs from a station nearby industrial site Marlboro. The two main taxi associations operating out of Alexandra, the Alexandra Taxi Association (ATA) and the Alexandra Randburg Midrand Sandton Taxi Association (Armsta), have agreed to merge in an effort to better serve the greater Alexandra community. This decision followed a meeting between the greater Alexandra community and the City of Johannesburg; the Gauteng departments of public transport, roads and works, and community safety; and provincial and local taxi associations at a transport summit


57

on 15 to 17 August 2008 in Rustenburg, North West Province. Of particular concern to the 200 delegates was the lack of transformation in the transport industry serving the greater Alexandra area and the incidences of violence, including the attacks on foreigners, which are a regular occurrence for township residents.

Demographic data

According to Wikipedia (2012), Alexandra is a township

located in Gauteng province South Africa. It is part of

Johannesburg and close to the wealthy suburb of Sandton

and is bounded by Wynberg on the west, Marlboro and

Kelvin in the north, Kew, Lombardy West and Lombardy

East on the south. Alexandra is one of the poorest urban

areas in the country. Alexandra is situated on the banks of

the Jukskei river and in addition to its original, reasonably

well-built houses, it also has a large number (estimated at

more than 20,000) of informal dwellings or "shacks". Both

the well built houses and shacks cover an approximate area

of about 6.54 km2 (2.53 sq mi) and are occupied by diverse

ethnic groups, a large number of black Africans and very

few people of white and coloured descent. The total

population reported in 2001 equalled 166 968 with a density

of 26,000/km2 (66,000/sq mi). The following racial groups

were said to exist with Black Africans at 99.2%, Coloured at

0.7% and White at 0.1%. The diversity of languages in

Alexandra Township are reminiscent of the slogan “united

in diversity” as engraved in South Africa’s coat of arms.

Research into predominant languages shows that 27.6% of

the Zulu language speakers live in Alexandra while 24.4% is

estimated to be Northern Sotho speakers, 11.8% is Tsonga,

10.5% Tswana and 27.5% made up other language

speakers. Thus, any move by Alex-San Community Library

to satisfy the needs of users and potential users should

consider the diversity of language speakers. 3.1.2 Methods to be used in data collection


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As indicated in section 2.4 sub-section 2.4.1 of task 2 of this practical portfolio; data collection methods are an important aspect of social science research. This could also be applied to conducting a community analysis in order to table a needs assessment of library users as required herein. In other words, any research project undertaken to answer research questions could be done simultaneously with a community analysis to assess the needs of a given community. After a research design has been chosen, a researcher can use a number of data collection methods to collect data for analysis. In his case, the community of Alexandra Township would be analysed using data collected using methods such as interviews, interview guides and a self-administered questionnaire. Key informants In section 3.1 subsection 3.1.1 we made mention of the fact that it is important to identify key stakeholders of a community that is analysed with a view to determine and assess its needs. As a result, several stakeholders in Alexandra Township were highlighted as owing to the progression and successful completion of a community analysis. The following were identified as key informants:

Alex-San Kopano Educational Trust(parent body)

Employees of Alex-San Community Library

Alex-FM

South African Civic Organisation Alexandra Branch

Committee

The Business Place

Alexandra Catholic Church

Alexandra Anglican Church

Alex High School Governing Body

Alexandra Taxi Association

A community forum A community forum is usually made up of key informants identified as those people with insight into the history and therefore the current needs of the community of Alexandra Township. In order to ensure that there is progress in community analysis and needs assessment programs, a


59

community forum would be necessary to ensure that there is a central meeting point for all the stakeholders. According to AIS208P Only Study Guide (2007: 19) a community forum should be made up of a committee that consists of a chairperson, a secretary, a treasurer and a public liaison officer. The role of the chairperson would be to provide leadership to the community forum committee in corporation with the secretary; whose role is to preside over meetings set up to address community issues. The treasurer is to keep track of records pertaining to, for example fundraising and any possible funds that accrue from external organisation in support of the initiatives of the community forum. The role of the public liaison officer should be to organise community meetings as well any other programmes that can be used to create awareness within the community of the existence of the community forum. Community profiles The community of Alexandra is made up of both male and female residents. Children from 0-4 years of age are those who attend day care centres while children from 5 years of age and older attend primary schools in and around the township. Adolescents are aged 15 years and older and attend secondary school education while young adults from 16 years and older attend tertiary education at tertiary institutions such as further training and education colleges and universities in and around Alexandra Township. On the one hand, there are a number of children and adolescents who are in no way involved in education. On the other hand, there are also young adults who are not in school and are finding it hard to find employment due to a number of factors such as pregnancy, the believe that education is useless, family duties, financial constraints, failed exams, lack of skills and the high rate of poverty in Alexandra Township. According to Statistic South Africa(2009: 75) a total of 1240 (both male and female) aged 0-4 who attended day care centres in Gauteng province were Black African; 89 Coloured, 28 Indian/Asian and 131 of White descent. In addition, 2 145 children aged 5 years and over attended primary schools in Gauteng province. Once again, the percentage figures provided herein give a general overview of the province of Gauteng as a whole and not those of


60

Alexandra per se. Moreover, there is a clear indication that Alexandra Township has a sizeable number of elderly people aged between 50 years and over. One notable example that proves there are elderly people in Alexandra is the Centre for the Aged that operates from Alexandra Catholic Church on 1st avenue. Community (field) surveys In task 3 section 3.1 it was indicated that the type of research design to be used in investigating Alex-San Community Library would be quantitative and therefore follow a non-experimental research; that is a cross-sectional survey. In addition, it was mentioned that regular users and potential users of Alex-San Community Library and its employees would be identified as a group of people intended for study to ask questions using a questionnaire and interviews. Moreover, it was highlighted that available statistics would be used to describe the behaviour and characteristics of the sample population. As a rule of thumb, the same data collection instruments would be used to investigate the needs of users and potential users of Alex-San Community. In general, the same data collection instruments would be applied to conduct a community analysis so as to ensure there is cohesion between all the stages of investigating the information agency (Alex-San Community Library) as required by the department.

3.2 The nature of professional service rendering

In task 1 of this practical portfolio it was mentioned that

the information agency chosen for study is a Community

Library. In hindsight, the reader should remember Alex San

Community Library was chosen as an information agency

studied for this practical portfolio. The library operates

from the Alex San Kopano Multi-Purpose Community

Centre, which is situated at the corner of Revered Buti Sam

Street and 12th Avenue in Alexandra Township, Gauteng

Province. Alex San Kopano Multi-Purpose Community

Centre is home to several agencies and these include The

Business Place, Alex FM (now moved to 2ND Avenue) Alex


61

San Community Library, Wizzit Bank , a Conference Room

and other activity rooms such as Offices, Toilets and Kiosk.

In the next sections, Gericke’s model of public library

service will be used to sketch the nature of professional

services provided by Alex-San Community Library against

the backdrop of the functions and roles played by the

information workers (librarians) of Alex-San Community

Library. The only challenge here is that the information

agency chosen is a community library and not a public

library per se. That still, the intention is to indicate to the

reader that professional service is not limited to public

libraries but has to be a principle which all information

providers apply in their daily operations. So, instead of

referring to a public library, the sections in this task will

refer to the community library. Figure 3.2.1 below is a

graphical representation of Gericke’s model of public

library service:


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3.2.1 Service paradigm

According to Gericke’s model, public libraries are at the

centre of community’s development. Also highlighted were

the diverse needs of communities to indicate that a public

library service should cater for the needs of everyone

regardless of gender, religion, ethnicity, and social class. In

contrast, the same could be said about community libraries

such as Alex-San Community Library. Thus, Alex-San

Community Library should operate along the lines of a


63

service paradigm as indicated in Gericke’s model. A service

paradigm is explained by Fourie in AIS3703 Only Study

Guide (2009: 39) as a service to all individuals in the

community. This approach is said to be a move away from

the traditional service approach where only a section of a

community was served by public library services. According

to The Unesco public library manifesto (2001) in AIS3703

Only Study Guide (2009: 39) the new public service

paradigm has been included in the professional guidelines

for public library services.

Although it is important to emphasise organisations such as

UNESCO operate on an international level and many of its

rules and regulations might not be implementable in all

countries. It is not always easy for international public

library laws to be passed and implemented. With reference

to the role of information workers at Alex-San Community

Library, I have observed the roles and functions of

information workers are a far cry from international

guidelines such as those drafted by Unesco. For instance, I

had a difficult time communicating with the responsible

person at the Alex-San Community Library. Everything

went as planned during the first task of this practical

portfolio. I was able to arrange two meetings with a

librarian at the Alex-San Community Library regarding

general management information. However, during task

two, the librarian seems to have decided not to co-operate

anymore. There were several emails sent to him without any

immediate response. I even tried visiting the library during

working hours to find out what the problem was. Strange

enough, every time I visit the library, the librarian always

has one or two excuses. One time he told me that all

computers at the library were offline and he was unable to

connect to the internet to open his email inbox. Second

time around he had no other explanation except to say that

he had not seen the emails I had send. I began wondering if

there was something wrong I did or the librarian was

denying me information on certain operational activities of


64

the library. Was he tired of my visits? Was there a

communication breakdown?

3.2.2 Aims and mission

As stated in the above paragraphs, the public library should

move from an old paradigm that excluded people to a new

one that accommodates everyone. The mission of the

public library remains, according to Bekker (1976) in

AIS3703 Only Study Guide (2009: 39) to optimise the value

of recorded information. The question is: Can the same be

applied to a community library situation? In Gericke’s

model education, recreation and enculturation are

highlighted as the aims of any public library service.

Aims

The main aim of Alex-San Community Library is to ensure

the community of Alexandra do not travel long distances to

access information resources. Historically, “Alexandra

Township emerged from a farm that was located between

City of Johannesburg and City of Pretoria” (Alex San

Kopano Educational Trust Publications 1992).

Mission

As indicated in task 1, Alex-San Community Library is an

organ of a parent body. The library’s parent body (i.e. Alex

San Kopano Educational Trust) has a mission to “assess the

development and welfare needs of the community of

Alexandra and to plan, organise and implement initiatives to

meet the needs in a way which embodies the principles of

democracy, empowerment, self-reliance, sustainability and

coordination of effort and resources”. The board of

trustees performs management functions such as planning,

organisation, leading, coordination and budget allocation.

Although it is clear the library could improve service with

the availability of more funds. Robbins (2006: 238)

identified the purposes of planning by giving four reasons;

that is, to provide direction, reduce uncertainty, minimise

waste and redundancy as well as set the standards used in


65

controlling. In general terms, planning can increase an

organisation’s profits and increase a higher return on assets

(Robbins 2006: 239). Therefore, the role and function of

information workers (librarians) at middle and lower level

should be in unison with the parent body’s aims and

mission as directed for by the management.

3.4.2 Service principles

The left square of Gericke’s model on public library

services refers to service principles. According to Gericke

(2001), community contact, need determination and

accessibility to information are the main service principles

to be followed when providing a public library service. But

how can Alex-San Community Library practically

implement a service that borrows from the service

principles as identified in Gericke’s model? According to

Warwick (2011: 3) operations Research can be used as an

analytical tool for optimising the use of limited resources

and managing libraries. Warwick’s remarked on the

effectiveness of operations research resonates very well

with the service principles identified in Gericke’s model.

Through strategic research spearheaded by information

workers, community libraries can be in contact with the

communities they serve, determine their needs in order to

find out ways in which the information they supply can be

easily accessed. However, Warwick further highlights and

warned about some of the problems relating to the old and

new paradigms used in operations research. This warning

comes with the realisation of the changes brought by

technology to the library as an institution. According to

Rosenhead and Mingers (2001) in Warwick (2011) the old

paradigm in operations research has problems of “assumed

single decision making and assumed consensus” where

people are treated as passive objects. Meanwhile the new

paradigm could be said to relate to Gericke’s model since

the social environment and behaviour of others is seen as

used to measure the success of operations (Habermas 1984


66

in Warwick 2011: 14). Without the latest approaches to

operations research community libraries such as Alex-San

Community Library would be stuck in the past where

service was offered to some at the expense of others.

3.2.4 Service functions

Service functions appear in the centre of Gericke’s model

with user guidance functions as the umbrella concept

followed by provision of information, user education, user

advice, biblio-therapy and educational career guidance as

sub-concepts. From these service functions we can denote

that it is not enough for public libraries to acquire and shelf

information records because as Choy (2011: 62) stated, they

will find it hard to survive. Central to this is the fact that

community libraries should make an effort in educating

their employees and staff to guide their users in library

usage. This point of educating librarians to guide users was

well documented by Moyer and Weech (2005) in a research

study conducted to determine the importance of educating

public librarians in three regions namely, the USA, Canada

and Europe. The findings revealed that public librarians are

better placed to serve users when they themselves have the

necessary education (Moyer and Weech 2005: 67). Again,

community librarians could learn from the research in order

to improve their roles and functions.

Using the example of Alex-San Community Library as given

earlier there is little to indicate service functions as

identified by Gericke’s model are optimized. When walking

into the Alex-San Community Library there are no roving

librarians on sight to advice users when necessary. The only

available option is for users to approach the staff at the

Lending Desk where the chances of receiving proper advice

are 2 to 10 since librarians at the Lending Desk always seem

occupied with other duties.

3.2.4 Professional-client relationship


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Librarians are perceived as professionals who undergo

specific training, qualify and accumulate a particular status

in their field of operation. Moreover, they belong to

professional bodies in order to stay abreast with the latest

trends and developments in their industry. Their

achievements as qualified professionals with a particular

status in society means that librarians are expected to

provide a quality service that adheres to specific standards,

norms and practices. In Gericke’s model professional-client

relationship is highlighted to reinforce the relationship

between service principles, service functions and the

librarian as a professional. The professional librarian has an

important role to play in determining the needs of users as

well as guiding them to find information records from the

library collection. In the case of Alex-San Community

Library as an information agency chosen for study, there is

no trace of a professional-client relationship. Librarians at

Alex-San Community Library do not wear any uniform to

make it easy for users to identify them. The absence of a

uniformed dress code could mean that there is a problem

with the library’s organisational culture. In addition, the

invisibility of librarians at Alex-San Community Library

could mean that librarians could encroach on users without

their knowledge. This raises questions of whether there are

any ethical guidelines used when librarians interact with

users. Ethical guidelines drawn within a librarian’s work

environment appear in the model to reinforce the idea of

good behaviour when dealing with information and the

users thereof (Fourie in AIS3703 Only Study Guide 2009:

55).

3.2.5 External environment

So far the internal environment of Alex-San Community

Library has been discussed with a focus on service

functions, service principles and the professional-client

relationship. Furthermore, it is important to look at the

broader external environment which can influence a


68

community library service to a large extend. Social and

cultural factors are mentioned in Gericke’s model to

indicate some of the considerations a public library service

has to take into account in order to be effective. In task 1,

section 1.1 we mentioned that Alex San Community Library

was chosen as an information agency studied for this

practical portfolio. The library operates from the Alex San

Kopano Multi-Purpose Community Centre, which is

situated at the corner of Revered Buti Sam Street and 12th

Avenue in Alexandra Township, Gauteng Province. Alex

San Kopano Multi-Purpose Community Centre is home to

several agencies and these include The Business Place, Alex

FM (now moved to 2ND Avenue) Alex San Community

Library, Wizzit Bank, a Conference Room and other activity

rooms such as Offices, Toilets and Kiosk.

It was also mentioned that the library’s parent body (i.e.

Alex San Kopano Educational Trust) has a mission to

“assess the development and welfare needs of the

community of Alexandra and to plan, organise and

implement initiatives to meet the needs in a way which

embodies the principles of democracy, empowerment, self-

reliance, sustainability and coordination of effort and

resources” (Alex-San Educational Trust Publications. 2012).

Alex-San Community Library’s strong link with Alex-San

Trust tends to affect the information workers (librarians) in

many ways. The fact that the parent body is responsible for

all the operations of a Multi-Purpose Centre; amongst

others, the library, could mean that certain operational

aspects of the library are not given the attention they

deserve. Thus it could affect the information workers

(librarians)’s daily routines; say for instance, should there be

an emergency such as signing official documents during the

course of the day, senior officials of the parent body might

be away taking care of other business. The role of the

information worker (librarian) at Alex-San Community

Library should be flexible enough to include the signing of

official documents so as to increase the levels of efficiency.


69

Furthermore, the change in the global economy often

affects individual countries which in turn affect the

efficiency of a community library service due to budget

cuts. A decline in the value of a country’s currency could

mean that libraries lose out on funding opportunities.

Also important to look out for in the external environment

is the rapid developments of information technologies. For

many centuries community libraries relied on manual

operations and printed records were used to serve users’

information needs. However, technology has brought many

changes to the library environment with electronic

operations and digital records taking centre stage. This

point was well documented by Choy (2011: 63)’s remark

that the reality is that our environment is significantly

shaped by technology and users will adapt to the good and

bad of technology accordingly. This is an opportunity for

information workers (librarians) at Alex-San Community

Library to engage in further education and training so as to

read new literature and stay abreast with the latest

technological developments.

3.2.6 Organisational structures

A library service operates as an organisation facilitated by a

management structure that takes care of its daily operations.

This is done against the background of legislative structures

that already exist in society. In Gericke’s model legislative

and organisational structures appear to indicate how

political, social, economic and technological factors in the

environment affect public library services. In South Africa

the Promotion of Access to Information Act is an

important statute that exist to ensure all citizens have access

to all information produced by government as well as other

institutions in the information trade(Britz and Ackermann

2006: 21). This Act is required by law to be implemented

across the three tiers of government such as national,

provincial and local organs of state. This means that


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community library policy formulation should occur in line

with important statues as facilitated by legislative and

organisational structures. For instance, Alex-San

Community Library operates within the limits of legislative

structures such as Greater Johannesburg Municipality and

Gauteng District in Gauteng province, South Africa.

Therefore, the quality of service at Alex-San Community

Library would depend largely on current legislative policies

of the municipality as legal guardian. Information workers

(librarians) at Alex-San Community Library should

therefore be aware of the external environment by reading

official government publications and attending public

events by state organs.

3.3 Elements of the user guidance programme

3.3.1 Situation analysis

The user’s situation should be taken into consideration

when designing a user guidance programme. Analysing the

situation allows for the determination of the curriculum’s

objectives as in the case of Alex-San Community Library

where analysis will ensure that the target group is

identified(AIS3703 Only Study Guide. 2009: 91).

3.3.1.1 Target group identification

In task 1, it was mentioned that Alex-San Community

Library is used by high school students, tertiary students

(both undergraduate and post graduates) as well as the

General Adult Public. A user guidance programme would

therefore have catered for specific needs of the above-

mentioned target groups.

3.3.1.2 Needs assessment

The second step in planning a user guidance programme is

to identify the actual needs of the users. In the case of Alex-

San Community Library users might need to know for

instance, functions of library service, the layout of the

library as well as the arrangement of books on the shelves.


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According to AIS3703 Only Study Guide (2009: 92) it is of

critical importance that instructional needs are identified so

as to approach top management for support. Also, these

instructional needs could be communicated to information

workers (librarians) at Alex-San Community Library for

help with getting the target groups interested. This could be

done through interviews and questionnaires with open-

ended questions (Teaching the new library: a how-to-do-it

manual for planning and designing instructional programs

1996: 35-36 in AIS3703 Only Study Guide 2009: 92).

Having users participate in interviews and the filling of

questions is furthermore another step towards knowing

which skills users possess and those they lack. Information

skills should be of prime importance since this is what users

need I order to use the library and its resources

satisfactorily. What’s important is to know the

characteristics of the target group. From the background

information it becomes easier to formulate aims, objectives

and outcomes.

3.3.2 Formulation of objectives and outcomes

3.3.2.1 Prerequisites

According to AIS3703 Only Study Guide (2009: 93), the

formulation of objectives and outcomes need to adhere to

certain requirements and a specific criterion. The following

are the requirements and criteria:

An analysis of the leading situation

That objectives be relevant to curriculum

development

The development of the objectives must reflect

progress

Objectives must be realistic and therefore practicable

The objectives must be sufficiently comprehensive to

produce the learning results required

Looking at the above requirements and criteria, one is

encouraged to note that information agencies such as Alex-


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San Community Library would benefit greatly from a user

guidance programme. Should the objectives be formulated

accordingly, a user guidance programme would go a long

way in ensuring users understand the working of the library

both as an information agency and a community landmark.

Aims and objectives can be formulated at various levels as

we will see below:

3.3.2.2 Various levels

According to Van Brakel (1979: 29, 66-67, 74-77) in

AIS3703 Only Study Guide (2009: 94); aims and objectives

comprise four levels:

Overall or basic aims indicate the purpose for which

a user guidance programme is provided. For

instance, the overall purpose of a user guidance

programme at Alex-San Community Library could be

to create awareness on the existence of the library

within the community.

General aims describe the overall aims in less detail

than specific aims and describe the actions or

activities to be carried out. As the reader will find out

later on, there are several methods which can be used

to carry out activities of a user guidance programme.

Those are referred to in AIS3703 Only Study Guide

(2009: 99-108) as teaching methods identified in

three categories as Direct Instruction, Indirect

Instruction and Semi-Direct Instruction. Under each

category the study guide gives exemplary methods

and techniques which could be used during user

guidance activities.

Following general aims, specific aims are said to be

concerned with the behaviour or action expected of

the user at the end. For instance, one would expect

that users of Alex-San Community Library acquire

the necessary information skills so as to identify

information problems, device a search strategy,

locate and retrieve resources. It is to be expected that


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this kind of behaviour be demonstrated after the user

guidance programme.

Enabling objectives are closely related to specific

aims since they are a clear description of the

behavioural change the user should be expected to

show at the end of a user guidance programme. In

the case of Alex-San Community Library, one would

expect users to be information and computer literate

after the user guidance programme.

3.3.2.3 Behavioural objectives

Learning objectives should be created in all three

behavioural domains of information literacy. By so doing,

Alex-San Community Library users would behave

accordingly to the objectives of the user guidance

programme. Incorporating affective, cognitive and sensory

objectives into the main objectives of the user guidance

programme can help users with the motivation to learn

information skills, experience the pleasure of discovery and

accomplishment, feel comfortable in the information

environment and be confident in their ability to evaluate

sources (AIS3703 Only Study Guide. 2009: 97).

3.3.1.3 Selection of learning content

At this stage, a curriculum designer would have identified

the fundamental elements and topics of the study area in

question. In a way, the learning content is an instrument

that can be used to achieve the formulated objectives. Thus,

there is a close relationship between the formulation of the

objectives and the selection of the learning content

(AIS3703 Only Study Guide 2009: 97). Learning content

can therefore be created towards designing a learning

programme that can help achieve objectives.

3.3.1.4 Arrangement of learning content and learning

experiences

In section 7.1.2 subsection 7.1.2.3 it was indicated that

user’s behavioural patterns rely on the formulation of


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objectives as well as the incorporation of the three domains

of behaviour identified as affective, cognitive and sensory

objectives. This is against the backdrop of the belief that a

student’s conduct and attitude will not alter overnight; that

it happens gradually and will only come about through the

cumulative effect of learning experiences (AIS3703 Only

Study Guide 2009: 98). Given the introduction of a user

guidance programme at my chosen information agency, it is

to be expected that users take time in grasping the learning

content and understanding the objectives of the curriculum.

Therefore, patience and empathy would be needed in this

regard.

3.3.1.5 Curriculum evaluation

Curriculum evaluation is the last stage of a user guidance

programme. Although it is argued that it should not only be

perceived as the last stage, curriculum evaluation helps

make rational decisions when applied to all stages of the

user guidance programme (Fjollbrant 1977: 84 in AIS3703

Only Study Guide 2009: 98).

3.4 Information and communication technologies

3.4.1 Introduction

Most community libraries in South Africa operate

using manual operated systems. While this persists,

several others are beginning to become aware of the

fast changing external environment. The acquisition

and use of Information and Communication

Technologies remains one of the greatest challenges

these libraries face today. The following discussion

looks at Alex-San Community Library and its use of

Information and Communication Technologies

taking into consideration availability, computer and

communications technology used and the utilisation

of library systems. The discussion will conclude with

a summary of the main points as well as offer an

opinion on which Information and Communications


75

Technologies Alex-San Community Library could

introduce to improve service provision.

3.4.2 Availability

As mentioned earlier on in task 1.1 of this portfolio, there are currently five to six computer workstations operating as “an internet café” within the library. Ordinary members of the community are allowed to use the computers and internet service at a charge (i.e. thirty minutes internet usage at R5.00). In addition, students from higher institutions of learning such as University of South Africa (UNISA) and University of Johannesburg (UJ) can use the computers and internet service to do their academic work without a charge. 3.3.2.1 Computers and printers From the aforementioned we can see that Alex-San Community Library has basic hardware in form of computers that have peripheral connections to a multi-purpose printing machine from where users of the library can make copies. Providing internet connection to community members is one of the most visible Information and Communication Technologies aspect of service provision. That still, the fact that the service comes at a charge to ordinary community members and free to students of designated academic institutions remains a challenge.

3.3.2.3 Three directions of computer and communication development In contrast, it is unclear what the motive behind the charges is although one could speculate the management does it to recover some of the obvious internet costs. This brings us closer to assuming the old Open Source debate is what the management of the library is currently trying to come to grips with; whether these kinds of services should be offered for free or at a price. Judging from the R5.00 price tag for ordinary community members it appears as if the management is cognisant of some of the directions in


76

which computer and communications development is headed. Computer development According to Williams and Sawyer (2010: 34) there are three ways in which computers have developed: miniaturization, speed and affordability. In terms of affordability, Alex-San Community Library is on point given its pricing model of internet usage by community members. Suffice to note that the presence of earlier forms of desktop monitors at the workstations could mean that the library still has to move in the miniaturization and speed direction as quoted by Williams and Sawyer (2010). With available funds Alex-San Community Library could improve these services and more by purchasing High Definition(HD) flat screen monitors and computer hardware with “more components crammed into other machines, providing faster processing speeds and more data storage capacity”. Communications development According to INS2701 Only Study Guide (2011:6) communications technology, also known as telecommunications technology consists of electromagnetic devices and systems for communicating over long distances. Examples quoted in the study guide are telephone, radio, broadcast television and cable TV. As mentioned earlier on, the availability of the internet at the library also helps library personnel to communicate using free email services such as Yahoo Mail and Gmail. The use of these free email services is not surprising considering the fact that Alex-San Community Library does not have other essential online communication tools such as telephone, a centralised website from where each library staff members could be provided with private email accounts linked to their staff membership and credentials. From what I have gathered during the interviews with the library staff, the library does from time to time, use Alex FM (a community radio) to broadcast messages about library events. The reader will notice it was said earlier in tsk 1.1 that the library is located within a


77

Multi-Purpose Community Centre from where several other community services are rendered; Alex FM included. This is one of the advantages Alex-San Community Library has in as far as communication is concerned.

3.4.3 Utilisation of library systems

3.4.3.1 Circulation and inter-lending system The reader should note as indicated in task 1.1, Alex San Community Library has no proper Circulation System in place. All the computers available at the reception desk (also used as a lending desk) have no known software’s such as Millennium, URICA, ERUDITE and ALEPH500 to assist in performing ordering and acquisitions, cataloguing, online public access, serials control, management information as well as circulation and inter-lending functions(AIS207N Only Study Guide 2009: 13-23). Users who want to borrow material from the library simply bring proof of residence, identity document and two ID sized colour photos and they can start borrowing material. An effective lending and circulation system is needed to deal with enquiries, borrowing, and offences such as when a user fails to return library material, inter-lending and fees (penalties) administration. 3.4.3.2 Optical Character Recognologies According to AIS207N Only Study Guide (2009: 146) Optical Character Recognology is a technology that recognises characters. Examples quoted include scanners and bar code readers. Since Alex-San Community Library uses a manual system as compared to an automated system, there is no trace of Optical Character Recognologies. The only available type of optical recognology is the security check point installed at the entrance of the library to deal with issues of possible book theft by users. This is a serious setback in as far as real-time service provision is concerned.

3.4.4 Conclusion


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In the aforementioned sections, attention was given to information and communications technology with a focus on availability, computer technology used and the utilisation of a library system. The availability of computers at Alex-San Community Library was highlighted as an attempt by the library to provide essential printing and copying services to the user. The three directions in which computer and communications development is heading were indicated as an aspect which the information agency under investigation need to consider going forward. Several examples of library management systems were also given to indicate the many hardware and software options Alex-San Community Library could consider to implement a comprehensive library management system that could improve service provision. From the discussion we can see that Alex-San Community Library is doing a great job in trying to provide basic library services to its users and potential users although there is a lot that needs to be done to ensure service provision is elevated to acceptable levels.

Reflection:

Assignment 3 was the most challenging since it was the

final lap towards the completion of a year’s work I

worked so hard for. I enjoyed laying down the plan for a

community analysis and needs assessment of the users

and potential users of Alex-San Community Library. I

had fun searching for information that would be added to

my fist and second tasks respectively. Finding additional

information on the history of Alexandra Township on

Wikipedia was the most exiting.

A word of thanks goes out to all the scholars of

Information Science in the group BInf Unisa Students on

social networking site Facebook. To Pauline Maritz,

Jullie Makwata, Karen Buckley, libraians at Alex-San

Community Library and Carol Mwaura, I acknowledge all

the knowledge sharing activities we engaged in during

the year. Although we are worlds apart, we were able to


79

communicate beyond the constraints of time and space.

Thanks to the advancements in technology

communicating was as easy as one could imagine.

Without your inspiration and courage this portfolio

wouldn’t have been a success. I look forward to a

prosperous new year ahead and all the best for your

upcoming exams. I am hoping to nail this one with the

Department of Information Science, lecturers and

examiners alike.


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Documents

APPLIED INFORMATION SCIENCE AIS3705 · AIS3705 Practical Portfolio final submission 5 About Mahlaga Molepo Mahlaga Molepo is a final year Bachelor of Information Science scholar at