Factors influencing the implementation of electronic records and information management. A case study in military service in Malaysia
| Pages | 81-99 |
| DOI | https://doi.org/10.1108/RMJ-10-2018-0043 |
| Published date | 31 August 2019 |
| Date | 31 August 2019 |
| Author | Azlan Long Abdullah,Zawiyah Mohammad Yusof,Umi Asma Mokhtar |
| Subject Matter | Information & knowledge management |
Factors influencing the
implementation of electronic
records and information
management
A case study in military service in Malaysia
Azlan Long Abdullah,Zawiyah Mohammad Yusof and
Umi Asma Mokhtar
Faculty of Information Science and Technology, Universiti Kebangsaan Malaysia,
Bangi, Malaysia
Abstract
Purpose –The purpose of this paper is to explore,identify and gain insight into factors related to electronic
records and information management (e-RIM) issues and their influence on the implementation of e-RIM
initiative in military service in Malaysia. This exploration was conducted via a literature review and case
study.
Design/methodology/approach –This study adopted a qualitative approach and used a case study
involving two army departments in Malaysia. Interviews triangulated by document content analysis and
observations were used for data collection. The data were analysed using a directional content analysis
approach.
Findings –This study reveals that people, organizations, technology and processes are the interrelated
contexts underlying e-RIM issues which inevitably influence the implementation of e-RIM initiatives.
Competency and leadership, governance structure, culture and strategic planning, technology development
and record-keepingprocess are the main factors impactingsuch efforts, in turn forming potential obstaclesfor
organizationsimplementing such initiatives.
Research limitations/implications –The research approach and designadopted and the sample size
were insufficientfor generalization of the findings.
Practical implications –This study shows that e-RIM initiatives pose greater challenges related to
various issues that cause difficulties in improving and implementing the initiative. Thus, it is crucial for
organizations to ascertain and comprehend the factors that influence e-RIM initiatives prior to formulating
strategies and approaches in addressing thosefactors, which would in turn affect the implementation of e-
RIM initiatives.
Originality/value –This study providesinsights into the fundamental factors embracingthe e-RIM issues
which influence the initiatives, and thereby fosters further discussion and research in the subject matter in
Malaysia.
Keywords Malaysia, Electronic records, Military service, Records and information management,
Records and management insight
Paper type Case study
This study is funded by the Universiti Kebangsaan Malaysia under the research grant GUP-2017-
046.
Records and
information
management
81
Received28 October 2018
Revised28 October 2018
27December 2018
20March 2019
23April 2019
Accepted27 April 2019
RecordsManagement Journal
Vol.30 No. 1, 2020
pp. 81-99
© Emerald Publishing Limited
0956-5698
DOI 10.1108/RMJ-10-2018-0043
The current issue and full text archive of this journal is available on Emerald Insight at:
https://www.emerald.com/insight/0956-5698.htm
Introduction
The Malaysian Government is committed to the use of information and communication
technology (ICT) as a driving force for the betterment of productivity and effectiveness of
public service deliverysystems (Malaysian Administrative Modernisation and Management
Planning Unit [MAMPU], 2016). This has inevitably led to an increased number of
information systems developed and deployed by the government. According to Shaidin
(2016), 95 per cent of records and informationproduced in public agencies in Malaysia are in
electronic form. The e-Strategy for Preservation of Government Records and Archives
initiative, a project led by the National Archives of Malaysia(NAM), was seen as a catalyst
and a turning point for the Government of Malaysia in initiating electronic records and
information management (e-RIM) initiative. The project has published several mandates in
the form of policies, regulations and guidelines with the aim to urge and assist the public
agencies to take up e-RIM initiatives. However, despite those mandates, e-RIM issues
continue to persist, making e-RIM initiatives unsatisfactory, inconsistencies, undervalued,
disregarded and disorganized(Raja and Roseline, 2011;Raja, 2011;Yusof, 2015). This makes
the implementation of e-RIM problematic. Such a situation affects trustworthiness and
confidence in both the value and quality of electronic records and information (e-RI),
compromizes the reliabilityand usability of e-RI and increases the riskof non-compliance.
Records and information management (RIM) is integral to any organization in
demonstrating openness, transparency and accountability (US Government Accountability
Office [GAO], 2015;Yusof, 2015) which contribute to business operation efficiency, records’
trustworthiness over time, good governance and decision-making, legitimacy and
compliance, curbing corruption, safeguarding the interests and the rights of the citizens,
enabling speedy disasterrecovery and preserving corporate history (Yusof,2015;Baron and
Thurston, 2016;Maroye et al.,2017;The Cabinet Office, 2017). However, managing e-RI
poses greater challenges than conventional records because the former are easily created,
shared, tampered,duplicated, transferred, lost, corrupted and technologydependent (Biraud,
2013;McLeod and Childs, 2013;Houghton,2016;Baron and Thurston, 2016).
The confluence of the e-RIM issues,besides being complex and dynamic, is vested with a
distinct and interrelatedproblem called by McLeod and Childs (2013) as a “wicked”problem,
which has profound impacts on the way that the e-RIM initiatives are conceived, designed
and implemented. McLeod and Child argued that understanding the nature of the e-RIM’s
“wicked”problem is vital prior to formulating or selecting appropriate approaches to
address them. McLeod and Child have groupedthe interrelated characteristics of the e-RIM
“wicked”problemwhich was articulated by Rittel and Webber (1973) as follows:
The formulation of the problem is the problem. The identification and definition of
issues, needs and limitations are problematic because of differences in perspectives,
requirements and contexts among stakeholders; there may be no criteria for
determining the right explanation of the issues, needs and limitation. Certain issues,
needs and limitations are interrelated and one identified problem is an indication of
another problems.
There is no silver bullet for e-RIM. A solution that works in one context may not
work in a similar context at a different time. There are many potential but no
definite solutions to address e-RIM issues. Solutions are contextualized and
complex.
The full impact of an implementation (solution) will only become apparent through
its use over time across an organization, perhaps with unanticipated, possibly
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