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ADDIS ABABA UNIVERSITY,SCHOOL OFGRADUATE STUDIES,SCHOOL OF INFORMATION SCIENCE. Usability of Knowledge Management Portals at ethio telecom. A Thesis Submitted to the School of Graduate Studies of Addis Ababa. University in Partial Fulfilment of the Requirements for the Degree of Master. Of Science in Information Science,Shewanawel Siasbshewa. Name and signature of Members of the Examining Board. Examiner Signature Date,Examiner Signature Date,Advisor Signature Date. Declaration, I declare that the thesis is my original work and has not been presented for a degree in any other. university, This thesis has been submitted for examination with my approval as university advisor.
Dedication, This research work is dedicated to the Lord of Lords King of Kings and the Merciful one Jesus. Christ for being my strength when I get weak my inspiration when I lose passion and my joy. when nothing makes sense throughout my journey,Acknowledgement. First and foremost I would like to thank The Almighty God for his unlimited gift of peaceful life. and indeed for granting me the chance and ability to successfully complete this study. Secondly I would like to thank my advisor and instructor Dr Rahel Bekele for her constructive. insightful and scholarly advices that guided me in completing this study I would like to. appreciate you for shaping and guiding my thoughts to the right track through your insightful. comments I also want to admire your diligence time of response and encouragement. My greatest gratitude is extended to the community of School of Information Science Addis. Ababa University Especial thanks to my instructors and friends for the constant assistance and. support they rendered to me since the time of my admission to the program. I also would like to thank my colleagues in ethio telecom especially Customer Service. Information System Quality Process Human Resource and Marketing Communication. Division employees who helped me in distributing and collecting survey questionnaires for this. research work Especial thanks to Bekalu Mamo Yeshinnegus Getaneh Wondimu Gobena Lulu. Deyu Henok Mamo Endale Belachew Fassil Takele Solomon Girma Muez Yihdego. Mohammed Abdi Kalayu Mekuria and Tesfaye Tadesse, Lastly my special gratitude and respect to my friends Tadios Assefa Seble Abera Wosenyelesh. Teka Shibru Kumssa Fitsum Girma Geremew Dessalegn Biniam Tesfaye and Abrham Seifu. who supplied me with all the necessary support,Shewanawel Siasbshewa. Table of Contents,Dedication i,Acknowledgement ii,List of tables vii.
List of figures x,Acronyms xi,Abstract xii,Chapter One Introduction 1. 1 2 Knowledge Management portals at ethio telecom 2. 1 2 1 Ethio telecom s corporate knowledge portal operational descriptions 2. 1 2 2 Ethio telecom s customer service knowledge portal operational descriptions 4. 1 3 Statement of the problem 4,1 4 General Objective of the study 7. Specific objectives of the study 7,1 5 Scope of the study 7. 1 6 Organization of the Thesis 7,Chapter Two Literature Review 8. 2 1 Synonym terms for the portals 8,2 2 History and generation of Knowledge portals 8.
2 3 Role of Knowledge portals 10,2 4 Characteristics of Knowledge portals 10. 2 5 Grouping and classification of knowledge portals 11. 2 6 Classification of portals based on different target users 12. 2 7 Features of Knowledge Portals 14,2 7 1 Core capabilities 15. 2 7 2 Supportive capabilities 15,2 7 3 Web services 16. 2 8 Application of Knowledge portals 17,2 9 Assessing the success of Knowledge portals 18. 2 10 Success factors for the implementation of Knowledge portals 19. 2 10 1 Managerial context 20,2 10 2 Technical context 21.
2 10 3 Social context 21,2 11 Knowledge portals in KM 23. 2 12 Knowledge portals and Organizational Memory 23. 2 14 related works on knowledge portal 25,Chapter Three Methodology 28. 3 1 Research design 28,3 2 Target population 28,3 3 Sampling technique 29. 3 4 Sample size 29,3 5 Data collection procedure 30. 3 6 Reliability of the instrument 32,3 7 Validity of the Instrument 32.
3 8 Pilot test 33,3 9 Data analysis and Presentation 33. 3 10 Ethical Issues 34,Chapter Four Analysis and Discussions 35. 4 1 Demography of the sample 35,4 2 Portals usage by the employees 38. 4 2 1 Easiness to read and understand information on the portals 38. 4 2 2 Help features like FAQ on the portals 39, 4 2 3 Portals enable users to recover from errors 40. 4 2 4 User friendness of the portals 40,4 2 5 Helpfulness of Search functions 41.
4 2 6 Users need to learn about the portals 41,4 3 Completeness of the portals 42. 4 3 1 Limitation of information on the portals 42, 4 3 2 Supportiveness of portals to give feedback electronically 43. 4 4 Simplicity ease of usage of the portals 44, 4 4 1 Concept of the portals to the user context 44. 4 4 2 Easiness of information availability on the portals 44. 4 4 3 Easiness of service navigation on the portals 45. 4 4 4 Clarity of terminologies on the portals 46,4 5 Quality of the portals 46. 4 5 1 Attractiveness of interface of the portals 46. 4 5 2 Validity of hyperlinks on the portals 47,4 5 3 Service inconsistency on the portals 48.
4 5 4 Continuous updating of contents on the portals 48. 4 5 5 Availability of services on the portals 49,4 5 6 Organizations of contents on the portals 49. 4 5 7 Readiness of the portals to link to other websites 50. 4 5 8 The response times of portals 50,4 6 Security of portals 51. 4 6 1 Safety and freedom on the portals service 51. 4 6 2 Weakness in security and protection on the portals service 52. 4 7 Integrations of portals 53, 4 7 1 Users view on the combination of the two portals 53. 4 7 2 Integrations of one work unit portal to the other 54. 4 8 Portals and Knowledge Management 54,4 8 1 KM initiatives in ethio telecom 55. 4 8 2 Insufficient resources committed to KM initiatives 55. 4 8 3 Future plan needs knowledge communications 56. 4 8 4 Encouragements of leadership to share Knowledge in ethio telecom 56. 4 8 5 Knowledge sharing culture in ethio telecom 57. 4 9 Users overall opinion on the services of ethio telecom portals 57. 4 9 1 Users intention to visit the portals regularly 58. 4 9 2 Users expectations on the services of the portals 58. 4 9 3 User satisfactions on the services of the portals 59. 4 10 General questions regarding the two ethio telecom portals 60. 4 10 1 Most useful information sharing tool s in ethio telecom 60. 4 10 2 Incentives given to employees for Knowledge sharing 61. 4 10 3 Barriers for Knowledge sharing 61, 4 10 4 Visit frequency of corporate knowledge portal without CSD employees 62.
4 10 5 Visit frequency of corporate knowledge portal by CSD employees 63. 4 10 6 Visit frequency of KBS knowledge portal by CSD employees 64. 4 10 7 Visit frequency of KBS knowledge portal without CSD employees 65. 4 11 Independent Samples t Test for mean scores 66. 4 11 1 Independent t Test on usability of corporate portal by HR and CS divisions 67. 4 11 2 Independent t Test on usability of corporate portal by HR and IS divisions 68. 4 11 3 Independent t Test on usability of corporate portal by HR and Q P divisions 69. 4 11 4 Independent t Test on usability of corporate portal by HR and M C divisions 70. 4 11 5 Independent t Test on usability of corporate portal by staffs and supervisors 71. 4 11 6 Independent t Test on usability of corporate portal by staffs and managers 72. 4 11 7 Independent t Test on usability of corporate portal by staffs and officers 73. 4 12 Discussion on this research and related work 74. Chapter Five Conclusions and Recommendations 75,5 1 Conclusions 75. 5 2 Recommendations 76,References 78, Annex A Survey Questionnaires and Annex B H Supplementary information about the. company ethio telecom profile,List of tables,Table 1 1 Telecom services in ethio telecom 2. Table 2 1 Generation of Knowledge portals 9, Table 2 2 public portals versus corporate knowledge portals 11. Table 2 3 challenges of knowledge portals 22,Table 3 1 Target population size 29.
Table 3 2 Coefficient of internal consistency 32, Table 4 1 Distribution of respondents per gender 35. Table 4 2 Distribution of respondents per age 36, Table 4 3 Distribution of respondents per education 36. Table 4 4 Distribution of respondents per fields of study 36. Table 4 5 Distribution of respondents per divisions 37. Table 4 6 Distribution of respondents per Job positions 37. Table 4 7 Distribution of respondents per work experience 38. Table 4 8 Easiness to read and understand information on the portals 39. Table 4 9 Help features like FAQ of the portals 39. Table 4 10 Portals enable users to recover errors 40. Table 4 11 User friendness of the portals 40,Table 4 12 Helpfulness of search functions 41. Table 4 13 Users need to learn about the portals 42. Table 4 14 Limitations of information on the portals 43. Table 4 15 Supportiveness of the portals to give feedbacks electronically 43. Table 4 16 Concept of the portals to the user context 44. Table 4 17 Easiness of information availability on the portals 45. Table 4 18 Easiness of service navigation on the portals 45. Table 4 19 Clarity of terminologies on the portals 46. Table 4 20 Attractiveness of interfaces the portals 47. Table 4 21 Validity of hyperlinks on the portals 47. Table 4 22 Service inconsistency on the portals 48. Table 4 23 Continuous updating of contents on the portals 48. Table 4 24 availability of services on the portals 49. Table 4 25 organizations of the contents on the portals 49. Table 4 26 Readiness of the portals to link to other websites 50. Table 4 27 The response time of the portals 51, Table 4 28 safety and freedom on the portals service 52. Table 4 29 Weakness in security and protection on portals services 52. Table 4 30 users view on the combinations of the two portals 53. Table 4 31 Integrations of the portals to each other 54. Table 4 32 KM initiatives in ethio telecom 55, Table 4 33 Insufficient resources committed to KM initiatives 55.
Table 4 34 Future plan needs knowledge communications 56. Table 4 35 encouragements leadership to share Knowledge in ethio telecom 56. Table 4 36 knowledge sharing culture in ethio telecom 57. Table 4 37 User intensions to visit the portals regularly 58. Table 4 38 User expectations on the services of the portals 58. Table 4 39 User satisfaction on the services of the portals 59. Table 4 40 Most useful information sharing tool s in ethio telecom 60. Table 4 41 Incentives given to employees for Knowledge sharing 61. Table 4 42 Barriers for Knowledge sharing 61, Table 4 43 Independent t Test on usability of corporate portal by HR and CS divisions 67. Table 4 44 Independent t Test on usability of corporate portal by HR and IS divisions 68. Table 4 45 Independent t Test on usability of corporate portal by HR and Q P divisions 69. Table 4 46 Independent t Test on usability of corporate portal by HR and M C divisions 70. Table 4 47 Independent t Test on usability of corporate portal by staffs and supervisors 71. Table 4 48 Independent t Test on usability of corporate portal by staffs and managers 72. Table 4 49 Independent t Test on usability of corporate portal by staffs and officers 73. List of figures, Fig 1 1 Main menu for ethio telecom corporate knowledge portal 3. Fig 1 2 Ethio telecom corporate knowledge portal login page 3. Fig 1 3 Ethio telecom KBS knowledge portal login page 4. Fig 2 1 Knowledge portals as a single point of entry 10. Fig 2 2 Knowledge portal framework 16, Fig 2 3 Knowledge portal capability architecture 18. Fig 2 4 Conceptual models for success of Knowledge portal 19. Fig 2 5 optimal implementation of Knowledge portal 20. Fig 2 6 Organizational memory system with knowledge portal 24. Fig 2 7 Login page 27, Fig 4 1 Visit frequency of corporate portal without CSD employees 62. Fig 4 2 Visit frequency of corporate portal by CSD employees 63. Fig 4 3 Visit frequency of KBS portal by CSD employees 64. Fig 4 4 Visit frequency of KBS portal without CSD employees 65. ADSL Asymmetric Digital Subscriber Line,B2E Business to Employee.
BMS Business Management System,BPR Business Process Reengineering. CEO Chief Executive Officer,CPE Customer Premises Equipment. CSD Customer Service Division, CTIT College Of Telecommunications and Information Technology. EIP Enterprise Information Portal,EKP Enterprise Knowledge Portal. ETA Ethiopian Telecommunications Authority,ETC Ethiopian Telecommunications Corporation.
FAQ Frequently Asked Questions,GIS Geographical Information System. GPRS General Packet Radio Service,HEP Horizontal Enterprise Portal. HRD Human Resource Division,ICS Information Communication System. ISD Information System Division,KBM Knowledge Base Management. KBS Knowledge Base System,M CD Marketing Communications Division.
OLAP Online Analytical Processing,OMS Organizational Memory System. P QD Process Quality Division,PDA Personal Digital Assistant. PTT Post Telegraph and Telephone, TCCD Telecommunications Corporation Construction Division. TQM Total Quality Management,VAS Value Added Service. VC Virtual Center,VEP Vertical Enterprise Portal,WCDMA Wideband Code Division Multiple Access.
A fundamental aspect of knowledge management is capturing knowledge and expertise created. by knowledge workers as they go about their work and making it available to a larger. community of colleagues Technology can support these goals and knowledge management. portals have emerged as a key tool for supporting knowledge work Knowledge management. portals are used to gather manage share and utilize knowledge that has been stored in. different databases throughout the organization thus portals provide users with a single point. of access to personalized information needed to make informed business decisions Portals can. bring significant benefits to organizations at both the individual and organizational levels. In this study a survey has been made on an overall usability of the two existing ethio telecom. knowledge management portals The researcher used quantitative research using self. administered close ended questionnaires in order to get perceptions from the selected ethio. telecom officers managers supervisors and staffs The findings of this research indicated that. usability of the two ethio telecom knowledge management portals is in low level.


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