Knowledge Sharing and the Improvement of Service Delivery in an Academic Library

Knowledge Sharing and the Improvement of Service Delivery in an Academic Library

Tšeole Emmanuel Tahleho, Patrick Ngulube
Copyright: © 2022 |Pages: 13
DOI: 10.4018/IJKM.291704
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Abstract

Knowledge can play an important role in ascertaining an organization’s competitive edge if the knowledge of employees is nurtured and utilized as an asset with a potential to improve service delivery. The study focused on knowledge sharing at the Thomas Mofolo Library in Lesotho to determine if knowledge sharing was being used to improve service delivery at the Library. A case study design that triangulated interviews and questionnaires was used in this study. Quantitative data was processed using software packages. Data from the interviews was analyzed through content analysis based on the objectives of the study. This study established that staff recognized the need to share knowledge. However, knowledge sharing occurred on an ad hoc basis. There was a limited use of technology-based and human-based mechanisms of sharing knowledge. The study suggests practical knowledge-sharing practices that may contribute to improved service delivery in a library setup. As a case study, study may also contribute to the development of theory about the phenomenon.
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Context Of The Study

The origins of the National University of Lesotho (NUL) can be traced to the establishment of Pius XII University of Basutoland, Bechuanaland Protectorate and Swaziland in 1964. It was renamed the University of Botswana, Lesotho and Swaziland in 1966 at the end of colonial rule in the three countries (Hundie, 2001).

NUL was established as a separate entity in 1967. NUL is still located in Roma, Maseru in the capital of the kingdom of Lesotho and uses the same premises as its predecessors. The institution seeks to advance human development and to respond to national and regional needs through knowledge creation, dissemination as well as community engagement, employing technologically innovative strategies (National University of Lesotho strategic plan 2015-2020, 2016). All the activities partly depend on the services provided by the library.

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