Abstract
M.Inf.
The introduction of technology has affected the service standards of most service organizations. Organizations were either negatively or positively affected. (Polokwane Municipality is no exception). Records management as a major function of service organizations needs to be developed to cope with the challenges brought about by technology.
The study, therefore, investigated the possible role of electronic records management in a service organization. The aim of electronic records management is to improve service quality. By making use of an electronic records management system, organizations can render quality service. The introduction of technology in records management affects several aspects such as space, time, costs, customer satisfaction and the role of the records manager.
Although technology may improve the standard of service in organizations, it is important for organizations to embark on staff development programmes. Employees should be trained to use the existing system, and encouraged to further their studies. Furthermore, organizations should encourage employees to affiliate with professional organizations, as the latter enables employees to embark on a process of lifelong learning.
Once a well-trained workforce has been established, responsibilities must be allocated. Employees should be made aware of their limitations. Some should be tasked only with scanning in new information, while others could be made responsible either for maintaining or disposing of records. The most senior member of staff in the records management section should be responsible for any actions with regard to the disposal of records. Other departments such as Information Technology (IT) should assist with their expertise.