School of Information Management · Te Kura Tiaki, Whakawhiti Kōrero: MIS, MLIS, and MIM Research Papers

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Open Access
Adult graphic novel readers: Their opinions, awareness and usage of public libraries’ graphic novel collections
(Te Herenga Waka—Victoria University of Wellington, 2017) Fletcher, Thomas William
Research Problem: This study examined adult graphic novel readers and their usage, awareness and opinions on public libraries’ graphic novel collections. This study examined the collected data through the theoretical framework of fandom to assess whether fandom influences adults’ opinions and usage of public libraries’ graphic novel collections. Methodology: This study used a mixed methods approach to gathering data where both a qualitative interview and a self-completed questionnaire were used. The sample population of the qualitative interviews were any adult graphic novel readers, regardless of whether they borrowed graphic novels from a public library. The quantitative questionnaire was interested in obtaining data from all graphic novel readers. Results: In total there were 69 responses to the quantitative questionnaires and six face-to face interviews were conducted with adult graphic novel readers. The results obtained indicated that public libraries’ graphic novel collections have a loyal following of users in which adults are the majority users. Overall there was only slight satisfaction towards public libraries’ graphic novel collections with many participants indicating various improvements public libraries could make to customer interaction including. These included an increase in titles and improvements to the layout/organisation of the graphic novel collections. The results indicated that certain traits of fandom were present amongst the participants and this had some effect on their usage of public libraries’ graphic novel collections. However, other characteristics relating to fandom were almost non-existent amongst participants. Implications: This research unearths further information on the New Zealand graphic novel reader demographic. In particular this research examines the role fandom plays for graphic novel readers and how this is linked to graphic novel readers’ use and opinions on public libraries’ graphic novel collections. This research provides public libraries with a list of potential improvements they can make to improve their collections and also provides them with a deeper understanding of their graphic novel reader customers. This research also found similarities and differences from previous literature related to graphic novels and public library use which warrants further investigation.
Open Access
Alberton’s Sheet Music Collection from 1850-1915
(Te Herenga Waka—Victoria University of Wellington, 2015) Vickers, Louisa Mary; Campbell-Meier, Jennifer; Goulding, Anne
The Victorian era in colonial New Zealand is lacking extensive research in regards to sheet music collections, particularly in social settings. This research examines the sheet music collection of the Kerr Taylor family of Alberton to recover the attitudes, recreational avenues, and views of the early Auckland elite. The Alberton sheet music collection is set within the socio-historical context, and a history of the Kerr Taylor family is provided for added context. Individual acquisition of various family members (Patty Taylor, Winifred Kerr Taylor, Mildred Kerr Taylor, and Muriel Kerr Taylor) is discussed, condition of the collection is described, and the collection considered in relation to Victorian values. This is presented as a partial case study, with the answers to the research questions woven into the essay narrative. The Alberton sheet collection reflects the norms of Victorian musical values, and music held an important place in the lives of the Kerr Taylors. Patty Taylor and Winifred, Mildred, and Muriel Kerr Taylor are the most prominent names in the collection, with pieces of sheet music existing in varying states of condition. Names and years are the most common annotation, but there are exceptions. This project adds to the body of knowledge surrounding the Kerr Taylor family and Alberton. The sheet music collection exists in the wider context of the bulk of the Alberton collection, and there is scope a more detailed exposition of the music collection, or for the music collection to be considered within the broader Alberton collection.
Open Access
All in a whorl – A selective annotated bibliography of resources for hand-spindle spinners
(Te Herenga Waka—Victoria University of Wellington, 2017) Ayre, Katie Louise
This annotated bibliography lists resources on hand-spindles and spinning that are largely available through public library services. Hand-spindles have not been the focus of a previous annotated bibliography. The resources contained will be of interest to hand-spindle spinners of any skill level, in addition to casual researchers looking at historical textile-making practices. The 76 annotated resources are in several formats: books, magazine articles, and audio-visual material. The appended keyword index enhances the usability of this bibliography glossary, and the glossary provides explanations for the important terminology.
Restricted
Alumni: Another Piece of the Puzzle - The Study of Alumni Service Quality in a New Zealand Academic Library
(Te Herenga Waka—Victoria University of Wellington, 2012) Guo, Xiaolu
Alumni are recognized as one of the academic library user groups although traditionally alumni were only considered as donors. This paper briefly reviewed the background of alumni studies and library service quality studies. According to the previous research, there is an absence of studies about alumni’s expectation and perception toward library services. A better understanding of alumni library memberships’ service quality can help the library to develop more suitable services and programmes for alumni, which is beneficial to the library, the alumni office and the university. This research measured the service quality of library alumni service in three dimensions, reliability, library staff and library resources. The results indicated alumni are mostly comfortable with the library services. Reliability was the most important service quality dimension which received the highest rating from alumni. The result also suggested that alumni expect the library membership package to provide access to a bigger collection of e-journals and databases.
Open Access
An Analysis of the Processes that Ensure Success in ERP Implementations - A Case Study in a Public Sector Organisation
(Te Herenga Waka—Victoria University of Wellington, 2012) Ciubotaru, George Madalin
Companies adopt and implement Enterprise Resource Planning (ERP) systems to streamline their business processes, enhance functionality and reporting and ultimately to increase efficiency. ERP implementations are highly complex projects. This paper analyses those factors that need to be considered and understood for a successful implementation. ERP implementation chances of success can be increased by ensuring the ERP project receives a high level of executive and project sponsor support. Top and middle management commitment and leadership and good, clear communication should also be paid particular attention to by any organisation gearing up to undertake such an initiative.
Open Access
An annotated bibliography for a City of Literature
(Te Herenga Waka—Victoria University of Wellington, 2019) Scanlan, Genevieve Kate
This annotated bibliography lists books published by Dunedin authors or publishers since the city received its UNESCO City of Literature designation in 2014. Due to UNESCO’s deliberately broad and inclusive focus, the bibliography includes works from broad range of genres, forms, and target-audiences. Citations and summative annotations are provided for all 67 items in the bibliography, which are arranged into the broad categories ‘Picture Books’, ‘Children’s Fiction’, ‘Young Adult Fiction’, ‘Adult Fiction’, ‘Poetry’, ‘Non-Fiction’, and ‘Anthologies/Magazines’. The appended indices also allow users access by keyword, author, and similar relevant criteria. Using the UNESCO City of Literature vision and aims as a guide, this project considers to what extent Dunedin’s literary culture has flourished since receiving UNESCO designation.
Open Access
An Annotated Bibliography of Information Resources Chronicling The Jewish Experience In New Zealand: From 1828 to 2012
(Te Herenga Waka—Victoria University of Wellington, 2012) Bailey, Carrie
This annotated bibliography is designed to provide brief analyses of a comprehensive selection of publications that exemplify the experience of Jewish lives in New Zealand from the earliest settlement records in 1828 to 2012. These resources have been complied from fictional and non-fictional sources; print, audio and visual media; and both Jewish and non-Jewish authors from inside and outside of New Zealand. They chronicle the events from the period before the first synagogues were built though the development of Jewish New Zealander‘s unusual relationship with the Māori to the influx of refugees from World War II and their eventual assimilation into the broader New Zealand culture.
Open Access
Annotated Bibliography of Information Resources on Migrant Community Archives
(Te Herenga Waka—Victoria University of Wellington, 2016) Pendharkar, Ashwinee; Oliver, Gillian
As information service professionals, librarians need to keep abreast of the current research interests and trends. On one hand, the recent refugee crisis has brought the spotlight on migrants and migration. On the other hand, increased migration has led to ethnically diverse and multicultural societies problematising the monochromatic ideas of nation and culture in the process. The two together have the potential of revolutionising the information service profession, in New Zealand and across the world, in two distinct ways – 1) the need to cater to the demands of a heightened research interest in migration, migrants as well as in the related issues of host society-diaspora relationship, and expressions of this relationship in literature, institutional and societal practices, 2) the need to serve information needs of a user populace that reflects the ethnic and cultural diversity of the present day nations and institutions. This is already evident in the demands on archival services, as various migrant communities, as minority communities, seek to find out and assert their role and their place in the host nation’s and society’s history/story. At the same time, in the field of archival studies, there is an enhanced awareness of: 1) the potential role of traditional archival practices in silencing certain voices and in marginalising minorities, and 2) the need to rethink traditional archival theories and practices. As a result, community archives movement and migrant community archives are focus of increased cross-disciplinary academic attention and interest, and a cutting edge area of research. The proposed annotated bibliography will offer an online advisory tool for reference librarians, from New Zealand and in other places, helping them support research on the topic. The bibliography will be created using Zotero referencing software and made available as an online Zotero library. It will provide brief descriptions of information sources that deal with various aspects of the topic and encourage a nuanced and informed engagement with it from a New Zealand as well as global perspective.
Open Access
Annotated Bibliography of Information Resources Relevant to Indexing Editorial Cartoons for Search and Retrieval
(Te Herenga Waka—Victoria University of Wellington, 2018) Stead, Oliver
This annotated bibliography takes as its starting point the well-documented literature gap in published research on indexing collections of editorial cartoons for search and retrieval. It attempts to identify a number of key information resources specifically relevant to this field of research. To provide context, the scope of the bibliography is then widened to take account of the broader field of editorial cartoon research, which encompasses studies in academic disciplines including rhetoric, semiotics, art history, political studies, media and communication studies, journalism, and library and information studies. In addition to these perspectives the bibliography identifies some selected recent studies that focus on the ways in which readers receive and respond to information communicated by editorial cartoons. Cartoon controversies in transnational and multicultural contexts, experienced through the international news media since 2000, have dramatically increased research attention and publications in this area. At the same time profound changes in media publication since the advent of the internet have impacted on editorial cartoonists and cartoon publishing, and this is reflected in the literature. The potential for large indexed cartoon collections to be data-mined for topic modelling for research in the social sciences has pointed to the need for indexers of cartoon collections to improve metadata standards and structures to allow improved access to cartoon metadata for computational analysis. While the literature gap in this field is widely acknowledged, this study concludes that there has been a small but significant increase in published research in this field since 2000.
Open Access
AnyQuestions.co.nz and information literacy revisited
(Te Herenga Waka—Victoria University of Wellington, 2015) Kerrigan, Helen; Oliver, Gillian
Research problem: The extent to which AnyQuestions.co.nz currently influences the information literacy development of students and in particular, its effectiveness in teaching good search strategy techniques, is investigated. Methodology: A quantitative approach involving a survey of 107 school children aged between 9 and 13 years who have had experience using AnyQuestions.co.nz. A study commissioned by the Ministry of Education published 8 years earlier provides a benchmark, and Kuhlthau’s ISP model a framework, for the current study. Results: There has been an increased awareness among AnyQuestions users of the role the service plays in helping develop search skills and improve information seeking behaviour. Satisfaction ratings for the service are substantially higher than they were in 2007 and users report positive learning outcomes. AnyQuestions.co.nz is found to be making a positive contribution to the information literacy of the students who use it. Implications: Findings indicate that the Ministry of Education should continue to grow the programme as it is a useful educational tool in teaching information literacy to New Zealand children. More research is required to find out how to best increase uptake of the service in schools throughout New Zealand, with particular emphasis on increasing use in the currently under-represented low decile¹ schools. ¹ A decile rating denotes the socio-economic position of a school’s community relative to other communities throughout New Zealand.
Open Access
Archives in the news: portrayal of archives in the New Zealand press
(Te Herenga Waka—Victoria University of Wellington, 2023) Gruschow, Samuel; Krtalić, Maja
Research Problem. There is little recent analysis of press articles specifically focusing on archives, especially those in New Zealand, and archives are underrepresented in news media analysis in comparison to libraries and museums. There is a need to identify the themes, topics, and coverage of archival institutions in written news articles, and the general sentiment of press coverage. Methodology. Research was undertaken in the form of a qualitative content analysis of press articles published in New Zealand over the past ten years, which were chosen to be representative of media communications around archives. Articles were coded based on the themes present in the text, and the overall sentiment of each article. Results. Portrayal of archives by the New Zealand press is generally positive, and any negative sentiment tends to align with constructive critique, rather than cynicism or promotion of stereotypes. Topical themes including digitisation, funding concerns, and access to collections are commonly presented by the press, which in turn may influence the perception of archives by the public. Implications. Archives can benefit from a relatively free and trusted press, using the press to promote their activities to a wide audience, but must balance this with the press holding them to account for their management of resources, and provision of access to the public. The press is influential on public perception and effective press coverage of archives could lead to higher levels of engagement with their users and the wider community.
Open Access
Archives Use of Social Media to Develop Connections with Family Historians
(Te Herenga Waka—Victoria University of Wellington, 2011) Paterson, Julie
The purpose of this paper is to report the results of a research project designed to investigate how social media is being used by archives to develop connections with family historians. This research used qualitative methodology and utilised Skype and Instant Messaging to conduct semi-structured interviews with participants from six archives. The research uses Rogers’ Diffusion of Innovation theory as a framework. The research found the interviewees were using social media in various combinations to serve different purposes. In the majority of cases these tools were being used to achieve maximum access to the wider online community. The study highlights issues and concerns discussed by participants when using social media. There were limited examples of social media use to make connections with family historians during the study. Nonetheless this paper provides three detailed instances of its use to illustrate how archives can make these connections.
Open Access
Assessing Green Information Technology/ System capabilities and practices within a University context
(Te Herenga Waka—Victoria University of Wellington, 2015) Robinson, Cheri; Cranefield, Jocelyn
The IT industry has responded to the call for change, with the looming climate change agenda, through greening of technology (Green IT) and finding ways to green by technology (Green IS). The extant literature on Green IT/IS has also developed to recognise the role IT/IS can play in supporting organisation’s environmental sustainability objectives. There is a demand for research and case studies to inform the development of best practices and identification of innovative measures to combat climate change through IT/IS. Universities represent organisations that are large technology users. This this case study analyses the Green IT/IS practices of a University through two academic frameworks: G-readiness and Eco-goals. To support the demand for information in this area, this case study seeks to understand the Green IT/IS practices and capabilities of a University through the G-readiness goals and align these to eco-goals. Through this exploration a maturity benchmark is established and recommendations provided to enhance Green IT/IS activities.
Open Access
Auckland Urban Libraries and Preschool Storytime Outreach
(Te Herenga Waka—Victoria University of Wellington, 2019) McDermott, Isabella
Research Problem: The purpose of this study was to identify the aims of storytime outreach sessions delivered by public library staff at early childhood education and care centres and the challenges staff face when delivering these sessions. It also examined how library staff prepare for and deliver these sessions, and how libraries measure their impacts. Methodology: This research utilised a qualitative approach, using purposive sampling to select 9 participants from the 4 Auckland Libraries branches in the Waitematā local board area, including one senior manager from the Auckland Libraries organisation. Data was collected via semi-structured interviews, which were conducted face-to-face, over the phone, and via email. Results: The aims of storytime outreach were identified as building relationships and awareness of the library, encouraging a love of reading, and developing meaningful sessions. These aims contribute to the desired outcomes for Auckland Libraries. It also found potential for development in the way staff evaluate their practice and measure the impacts of sessions, ensuring ongoing support is provided, with opportunities for staff to meet and share ideas on a regular basis, and creating the opportunity for staff to record their personal experiences in order to demonstrate the meaningful value of these sessions. It also examined the challenges staff face in delivering storytime outreach, creating the opportunity to improve the experiences of both staff and storytime outreach attendees in future. Implications: The results of this study are valuable to public libraries and similar organisations who currently deliver storytime outreach sessions, as well as organisations who are new to this type of programme. It enables organisations to evaluate how staff are prepared and supported in their planning and delivery of storytime outreach sessions. The information gathered on how libraries evaluate these sessions is also useful in helping organisations understand methods to measure the success of such programmes in order to demonstrate their value.
Open Access
Audiovisual and Chill: An Evaluation of Video Digital Libraries and Catalogues
(Te Herenga Waka—Victoria University of Wellington, 2016) Gordon, Timothy Dean
Research Problem: This research investigates how well video digital libraries and catalogues used in academic libraries meet user expectations. This is in the context of increasing use and demand for online audiovisual content by the wider community, as well as growing use of audiovisual materials for teaching, learning, and research at academic institutions. It also aims to give an understanding of how well libraries are meeting the challenges of delivering audiovisual materials to users in an on-demand world. Methodology: Twelve platforms—developed between 1996 and 2015—are evaluated against 23 user-centred criteria, divided into four core areas: retrieval functionality, user interface, collection qualities, and user support. Results: The study found that not one of the platforms evaluated met all the evaluation criteria, and identified three key areas in the usability of the video digital libraries and catalogues: search and retrieval, technology, and structure, scope, and strategy. Implications: From this we gain an understanding of performance and usability of video digital libraries and catalogues currently in use by academic libraries. We also learn about the difficulties those working with audiovisual materials are facing, and also of the solutions that are being proposed. Findings of this study could help influence decision making, development of future platforms, and influence policies for delivering audiovisual materials to users.
Open Access
Awareness and usage of cultural and community services by Chinese, Korean, and Japanese users of Christchurch City Libraries
(Te Herenga Waka—Victoria University of Wellington, 2017) Shibata, Tomonori
Research problem: The provision of services to people from a non-English-speaking background has been considered as important to meet the information needs of immigrants in public libraries. However, services targeted at immigrant users are found to be underused. The objective of this research was to identify the reasons why these ethnic groups do or do not use the cultural and community services at Christchurch City Libraries (CCL), and whether CCL are meeting their information needs. This research explored questions such as what they knew, what experience they had, and what they thought of the services in terms of meeting their information needs. Methodology: Quantitative research using descriptive survey questionnaire was selected for this research. Survey questionnaire with a combination of open-ended and closed-ended questions was used for the data collection method. The population of interest in this study were people who identify themselves as speakers of Chinese, Korean or Japanese language. Quota and snowball sampling were used, and a total of 99 questionnaires were collected. Results: The survey has shown awareness of CCL’s cultural and community services was low, which had a direct association with low usage of the services. Although it might not apply to some services, it was discussed that better promotion strategy would improve the current situation. Regardless of English skill or length of stay in New Zealand, all respondents perceived CCL positively, which was contributed to a high level of customer service. Users visit the library primarily to borrow books, and CCL’s collection of physical foreign language books was found to be the most known and most used community and cultural service. Implications: Better promotion is a key to increase users’ awareness and usage of the library services. It would be beneficial to determine what promotional strategy works the best. A future research could focus on physical book collections, eResources and events separately and ask questions that are more appropriate to each of them. A demonstration of each resource allowing respondents to have a play with it may have helped the research more. This could be done with a smaller sample population or in focus groups.
Open Access
Barriers to uptake and use of data sharing systems at the University of Auckland - Identification of differences in researcher and academic librarian perceptions
(Te Herenga Waka—Victoria University of Wellington, 2016) Simons, Joanne Leigh
Research Problem: To identify the differences in researcher and academic librarian perception of barriers to the uptake of data sharing systems by researchers at the University of Auckland in order to address all possible barriers during implementation and improve researcher use of new systems. Methodology: This study has a cross-sectional research design, using a mixed methods research strategy, in particular a sequential exploratory design where preliminary interviews with researchers and academic librarians informed the construction of an online survey tool distributed more widely to researchers and academic librarians within the University of Auckland. Statistical significance testing was performed using the Mann-Whitney U test. Results: 103 survey responses were received from researchers, and 18 from academic librarians. There were observable differences in the relative impact assigned by researchers and librarians to the various factors that influence researcher decisions to share data. There are also significant differences in the perceptions of barriers to data-sharing between research disciplines. Implications: There may be a need to improve communications between the library and researchers with regards to the tools and services that they can offer. Library staff may need additional training in support of University researchers, as a proportion did not feel confident answering questions about researcher data-sharing. The research discipline differences in perceptions of barriers to data-sharing mean that a “one-size fits all” strategy for education in and marketing of these services will not be the most effective strategy to address concerns and increase researcher engagement.
Open Access
Beyond the Physical: The Taoka Online Project – A Case Study
(Te Herenga Waka—Victoria University of Wellington, 2017) Glasgow, Fiona
Research problem: The number of digitisation projects undertaken by museums are increasing. Understanding how digitisation projects are understood by the key stakeholders involved is important to the project’s success. Using the Taoka Online Project as a case study this research aims to examine digitisation projects in New Zealand. Methodology: This research uses a qualitative case study approach. Interviews were conducted with representatives from eight stakeholder groups involved in the Taoka Online Project and then analysed using grounded theory. Results: This research found that digitisation is considered very important by those involved in a digitisation project. Accessibility was the main benefit of digitisation, while working with cultural objects was often mentioned as a challenge. Participants believed the Taoka Online Project was progressing well, but that the work involved in a digitisation project was often under-estimated. Implications: Accessibility is considered a very important aspect of a modern museum’s role. Digitisation ensures that the collection can be reached by a wider audience, therefore digitisation helps a museum fulfil a primary function. Working with cultural material, particularly taoka, gives some New Zealand museum professionals a sense of anxiety, meaning familiarising staff with cultural protocols is important so staff feel more comfortable. Though participants believed the Taoka Online Project was progressing well, there was a sense that participants believed the sheer amount of work involved is often under-estimated. Making sure to realistically plan out a digitisation project is key to its success.
Open Access
Borders and Barriers: Knowledge Transfer and Management Challenges when making Visa Application Decisions
(Te Herenga Waka—Victoria University of Wellington, 2015) Calder, Darren James; Cranefield, Jocelyn
As governments move to increase value, deliver efficiencies and provide transparent and consistent services, the ability to manage and transfer knowledge across the organisation is playing an increasingly important part given the volume of change currently underway. This case study looks at the operational area responsible for the processing of visa applications within Immigration NZ to understand the challenges associated with managing knowledge including barriers to knowledge transfer. Through using an online survey and semi-structured interviews, we find that three main barriers exist, namely the time available, the complexity of the system as a whole and the current systems that are available and that these barriers may change depending on an individual’s role within the organisation. A separate finding was that communication channels are misaligned between preferred and actual and are via one directional channels with little opportunity for feedback to enable better decision-making. Management can mitigate these barriers through putting in place a number of activities and initiatives, including dedicated time for knowledge transfer and aligning commination channels, including the use of feedback loops across processes and systems. Through the awareness of knowledge management activities, transfer barriers, and preferred communication channels, public sector organisations can become more effective and consistent in their decision-making, delivering a better outcome for their customers.
Open Access
Business Benefit Realisation Process Analysis for a Telecommunications Organisation
(Te Herenga Waka—Victoria University of Wellington, 2015) Martin, Sarah; Cranfield, Jocelyn; Hooper, Tony
FMS: The rapid growth in New Zealand’s telecommunications industries allowed growth of supportive industries like Information Technology (IT) development companies. This case study is about a small IT company called Field Management Services (FMS) and their struggle in the current economic market. New Zealand’s telecommunications industry is regulated by the government and due to economic benefits of the internet the government invested $5billion in its growth and made changes to promote competition in the market. This allowed FMS to grow along with the market. FMS launched in 2003 and doubled in size every 2-3 years until 2013 when the market became unstable due to the government conducting a price review of regulated products. This stopped the Retail Service Providers (RSP’s) like 2degrees, Telecom and Vodafone from spending what they usually do with FMS for software and hardware services. FMS needed to be more careful with how they spend their capital expenditure, they needed to make sure it was being spent on the right IT initiatives to produce a certain level of benefits for the organisation. Key products for FMS are software applications development specifically for the telecommunications network and data centre management offering cloud solutions. The FMS organisational structure has a Chief Executive Officer (CEO) and four key executives that also sit on the Capital Control Council (CCC). The IT department sits under the Chief Information Officer (CIO) who also manages the Project Management Office (PMO) which runs all the IT project initiatives. The current issue facing FMS is the CIO cannot justify the current capital expenditure of his IT department. There does not seem to be an end to end process for benefit realisation. Everyone in the IT department agreed that the benefits are never measured. The benefits appear in the business case presented to the CCC but they are not tracked and even if they were most times projects cancelled out each other’s benefits. The CIO conducted research to find out if there was a business benefit realisation process and if it could be improved upon. With business on the decline FMS needed to become more efficient. Literature: The academic literature identified the lack of a business benefit programme as an issue in the IT sector. There have been advances in project management to track the time, scope and cost of IT projects but 30-40% of IS projects are still delivering no benefits at all (Bradley, 2010). Very few organisations engage benefit identification early enough and they also do not track the benefits through to completion, which could be 6 months to 2 years down the track. The literature also recommends what an organisation can adopt to increase the benefit realisation in their organisation. Fink (2003), suggests identifying and tracking tangible and non tangible benefits which are financial and non financial. Using a tracking register that regularly reports up to an executive level is beneficial, along with a clear plan of what , who and how it will be measured. The Stakeholder Identification Theory will be applied to the current validated benefit process at FMS to identify weaknesses and assist in making those weaknesses stronger. The theory analyses each stakeholder and assigns them a ranking. If the ranking is low it is a weakness in the process and recommendations will be made on how to increase the ranking of the weak stakeholders. Analysis: The method of research consists of qualitative research in the form of conversational style interviews. Some preliminary investigation produced a draft benefit realisation process that would be used as a hypothesis for the interviewees to validate and comment on. Validation of the process diagram showed: 1. No official process for benefit realisation, 2. Business Technology Manager (BTM) was missing, 3. No feedback loop to the CCC, 4. Only two people in the whole organisation knew about a benefit tracking register, 5. PMO successfully using the 3 ‘O’ model to outline benefits at the initiate gate phase, 6. Specialist Material Expert (SME) needed to be added. There were six trends that came out of the interview questions that gave deeper insight to the weaknesses in the benefit process for FMS: 1. CCC is only about funding and the report to executive committee on benefits is too highlevel. 2. Capital Performance Manager (CPM) has tracking register but is only tracking financial benefits from business cases. 3. BTM acts as Business Owner (BO) as well as a BTM on some projects, is the BTM appropriate to act in all the BO roles. 4. Benefits in business case are too vague and only financial (tangible) benefits officially reviewed. 5. BO is part-time and has disbanded so no one is responsible for measuring benefits. 6. Benefits in business case not always reviewed when scope of funding changes to the project. With these issues in mind the case study then applies the Stakeholder Identification Theory to the categorised stakeholders in the FMS benefit process and assigns a ranking number. Three stakeholders stood out with low ranking numbers, this pinpoints weaknesses in the process. Stakeholder: Part-time BO and Investment Manager = 2 Discretionary stakeholder, and the CPM = 3 Demanding stakeholder. Recommendation: Three recommendations came out of the analysis: 1. Part-time BO passes on accountability for benefit realisation to someone else once they leave, 2. IM incorporates the 3 ‘O’ model currently being used in the PMO to identify benefits clearly in the business case, 3. CPM, IM and BO develop a report specifically on benefits to close the loop with the CCC. The case study concludes by applying the theory to the benefit realisation process again once the recommendations have been incorporated. The results on the three weak rankings of the stakeholders improves to: Part-time BO moved up to a 7 Definitive stakeholder, the IM and the CPM improved to a 6 Dependant. The BO had continuity of accountability with the IM and the CPM having clear and official reporting tools. The IT division were now able to effectively and efficiently report on business benefit realisation and justify the value that they add to the organisation through capital funding initiatives.