Nature and Patterns of Newspaper Coverage of Poor Records Management and its Impact on the Provision of Government Services in South Africa

Abstract

The state of records management and the provision of government services in many African countries are poor and have devastating consequences. The consequences of poor records management have far-reaching implications for service delivery, which affects citizens of a country, including infringements of basic human rights such as identity, property ownership, health, and social grants, to mention just a few. Despite these consequences, in South Africa, many governmental bodies do not manage their records properly, resulting in poor service delivery, which leads to community protests, corruption, loss of credibility or loss of heritage, among other factors. This study aimed to investigate the nature and patterns of newspaper coverage regarding poor records management and its impact on the provision of government services in South Africa. The paper used the qualitative content analysis approach to analyse the newspaper (clippings) reports extracted from the South African Media Database, hosted by the South African Bibliographic and Information Network (SABINET). The study established that the paper-based system is unable to manage records effectively and efficiently. The study also found that a lack of skills and knowledge about records management as a profession impacts negatively on the management of records. Based on these findings, the implementation of an electronic records management system is recommended. The study also recommends government-wide training to conscientise government officials about the significance of records management as an enabler of service delivery and for sound decision-making.