GSJ: Volume 13, Issue 5, May 2025, Online: ISSN 2320-9186 www.globalscientificjournal.com Strategies for Improving Students’ Records Management using Technological Advancements: A case of the University of Zambia Harrison Daka, Department of Educational Administration and Policy Studies, School of Education, University of Zambia Paul Kakupa, Department of Educational Administration and Policy Studies, School of Education, University of Zambia Borniface Banda, Librarian, University of Zambia Friday Chasowa Chazanga, Electrical and Electronic Department, School of Engineering, University of Zambia Lydia Mukuka Mulenga – Hagane, Department of Educational Administration and Policy Studies, School of Education, University of Zambia Pilira Tembo, Department of Educational Administration and Policy Studies, School of Education, University of Zambia Ireen Bwembya, Education Officer, Ministry of Education Corresponding author email: harrison.daka@unza.zm Abstract Public as well as private organizations are increasingly realizing that sound records management is linked to service delivery. However, Institutions of higher learning are yet to realize the role of records management to quality service delivery. This may be due to lack of policy frameworks on management, destruction of records and inadequate qualified staff among others. Keeping students' records is a crucial activity in every learning institution. Some learners misplace their results, and their only hope is to obtain a replacement from the institution. Records of what students borrowed (books, equipment) become very important when students seek to clear before graduation. Learning institutions are facing challenges in how to maintain such records as numbers of students increase and years pass. This study therefore investigated the strategies that learning institutions like the University of Zambia can implement using technological advancements in different schools to enhance students’ record-keeping. A case study was conducted to collect data from 20 participants from one of the Schools at the University of Zambia. Non-random sampling was utilized to select key informants from the School of Education, Admission office, Academic office, Student registry and the Library.. Interviews were employed to gather primary data from respondents, while document analysis was used to collect secondary data to corroborate the primary data. Thematic analysis was employed to analyze the data. The findings revealed that students’ records were stored in both hard copy (files) in the school registry and soft copy using software such as Cloud gadget in the Heads of Departments, although this was only in one department. It was also revealed that the use of Atria and Moodle was not considered very reliable by students. The study further showed that the challenges in maintaining students’ records stemmed from the type of software and gadgets used, lack of staff training, poor internet connectivity, and slow technological advancement. Based on these findings, the study recommends that the University of Zambia should adopt advanced technology to enhance students’ record-keeping, especially in internet infrastructure. Additionally, the study suggests that staff members should undergo Continuing Professional Development in the field of Information and Communications Technology (ICT). Moreover, the study recommends that staff from the Library and CICT department should collaborate with schools to improve students’ records. Key words: Records management, Advanced Technology, Registry, Strategies, Internet connectivity 1. Introduction Over the past years, information communication technology (ICT) has proliferated (Stanford, 2007). Computers are becoming increasingly prevalent in schools, higher learning institutions, and other organizations. Thus, many governments and users have recognized the potential and opportunities that ICT offers in institutional management, particularly for economic and social development, where distance and traditional systems have often hindered progress. ICT also provides great opportunities for record keeping in developing countries. The field of records management, crucial for ensuring efficient productivity, has historically not received the indispensable attention it deserves in Zambia. However, in recent times, both public and private institutions have begun to prioritize the establishment of good records management systems and practices. Previously, schools, colleges and universities (learning institutions) kept students’ records in hard copies due to a lack of technological advancements in students’ record keeping. This had disadvantages in that it was hard to retrieve records, and in some instances, documents went missing or got damaged. For instance, locating a specific student file among thousands could take hours, and files were susceptible to loss due to theft or fire outbreaks. Such challenges hindered the effective operation of institutions, given that student record management is integral to university administration (Agbo, 2007). The evolution of technology has come with great advantages and its advancement has been of great importance to many institutions or organizations worldwide. Alkadi (2004) emphasizes that technological progress in student record management enables the efficient tracking of student numbers and their biodata, ultimately facilitating effective management of student records. In the past two decades, the societal demand for tertiary education has surged, prompting learning institutions to expand significantly to accommodate more students. This has made managing student records in hard copy almost unbearable. Consequently, academic and administrative staff responsible for student records management have turned to technology, utilizing computers and other electronic devices to store information (Agbo, 2007). However, these advancements have also brought challenges that constrain staff in employing them. According to Sarfraz et al (2022), some of these challenges include technical issues, lack of training, organizational obstacles, and cultural factors. The practice of reading and writing was introduced to Africans by colonialists, as it was not part of their culture prior to colonialism. Before this introduction, there was little emphasis on information record-keeping, with oral communication being the primary means of passing down knowledge from generation to generation. Consequently, the adoption of written record-keeping proved challenging for African societies. The foundation of records management was initially weak, as the colonial regime did not prioritize the establishment of robust record and archive management programs. This may have been due to a lack of trained personnel or a perceived lack of economic benefit in prioritizing such systems (Agbo, 2007). Furthermore, the state of records management declined following Africa's attainment of political independence, as corruption and bribery permeated bureaucracy. Informal practices often replaced formal rules, and prioritizing employment over efficient public administration exacerbated the situation (Stanford, 2007). As the civil service expanded steadily, accompanied by the proliferation of paper records, more formal modes of operation gradually eroded. The recruitment of inexperienced personnel into the public service diluted the established tradition of effective records management, leading to institutions making decisions without proper reference to records.Consequently, Alkadi (2004) suggests that records management programs were undervalued in society due to limited job opportunities in the industry. This, coupled with low morale and inadequate remuneration for records managers, diminished their prestige and status, contributing to a general lack of recognition regarding the importance of records as evidence. 2. Problem Statement The study addresses the challenge of managing student records in contemporary educational environments, which is increasingly complicated by the critical reliance on technology. Shurville et al. (2008) underscore the impact of inadequate information management practices in exacerbating this challenge. Limited access to advanced technical tools in many Zambian institutions further hampers efficient record-keeping processes, leading to a dependence on manual methods by staff. This research aimed to assess existing technological practices, explore staff-related challenges, and propose actionable strategies for maximizing technology's role in enhancing student record management efficiency. 3. Objectives a) To assess the extent of technological advancement records management practices employed at the University of Zambia. b) To explore the challenges encountered by members of staff in the management of students’ records at the University of Zambia. c) To develop and recommend effective strategies utilizing advanced technology for the management of student records at the University of Zambia. 4. Literature Review 4.1 Challenges in applying technological advancement in Records Management Change is inevitable and cannot be avoided. When it comes to record management, one should not remain stagnant in the old strategies and methods. In as much as this technology is rapidly increasing, people are finding it difficult to apply the recent technology (Albion & Ertmer, 2002). However, it is also seen that the hurdle in the application of this technology is that many agencies and institutions are reluctant to update their systems. The truth is that these agencies and their service providers will have to learn how to adopt these new advancements or risk to remain stagnant. According to Albion & Ertmer (2002), in countries like Ghana, funding, level of security and privacy, skills training and technological obsolesce are some of the factors that pose key threats to digital preservation. Despite the increasing number of technologically educated staff, ongoing education remains imperative. It is essential to stay informed about modern techniques (Sarfraz et al., 2022). Ensuring that all staff engaged in record and information management have access to continuous education is crucial for long-term institutional success. This ongoing education will address challenges such as the low prioritization of records management programs and the lack of technological tools for managing electronic records. It will also help overcome issues related to the inadequacy of record management guidance in today's technological environment, characterized by decentralized systems producing vast numbers of complex records (Sarfraz et al., 2022). The public sector is increasingly advocating for open standards and open sourcing due to the significant challenge posed by the lack of record-keeping policies in Zambia. Policies serve as the foundation for achieving goals; however, governments worldwide have been hesitant to adopt such policies and procedures. Nevertheless, there is a growing recognition of their benefits, particularly in developed countries (Alkadi, 2004). 4.2 The impact of technological advancements in students’ record management. Technological and social changes of the late 20th century have created new concerns for archivists. The impact of these changes is visible in many areas of archival theory and practice, particularly in the abundance of literature about electronic records. According to Hyry & Onuf (1997), many theories have emerged, and archivists and records managers have effectively articulated many new problems caused by the shift to digital data. Therefore, as society moves to the digital age, it is vital to start incorporating materials created in electronic formats. Further, the use of electronic systems in records management has also brought about space savings since most documents can be filed electronically which has reduced risk in event of loss. Personnel who use computer to create records were assisted by the computer in managing electronic records which enhanced storage, retrieval, access, use, enhanced security, enhanced preservation, enhanced communication and report generation. (Nwaomah, 2015). New electronic mediums offer record managers opportunities to preserve diverse types of materials and information (Kalimaposo et al., 2023). Record-keeping confers numerous advantages to an institution. It furnishes the institution with information regarding its policies and governing laws, the composition of its student and staff populations, the resources required for its operations, the challenges it encounters, and serves as the foundation for predicting its future trajectory. This information empowers the institution to plan for present and future resource requirements, select appropriate leadership styles, anticipate potential problems and devise solutions, and implement necessary institutional changes. However, achieving these objectives hinges on efficient and effective management of students' records. Advanced technology enables the easy management of students’ records which makes an institution to flourish (Sarfraz et al, 2022). According to Sarfraz et al. (2022), the impact of information technology development on evolving frameworks for managing the creation, capture, maintenance and use of evident records in electronic systems is a great cause of concern among records professionals with regard to maintaining control over records created and stored in these systems. The scholars further suggests that organizations need reliable, authentic, purposeful records that support business objectives (not just the business processes) and provide evidence of transactions that support those objectives. Despite the intrinsic connection between the imperative for accountable and transparent record- keeping systems and the establishment of IT standards shaping their design and implementation, records managers have largely refrained from actively engaging in the development of IT standards (Ojo and Ugwuanyi, 2006). Hence, this research sought to investigate the challenges and provide insights into the roles that record managers should undertake in the implementation of advanced technology, rather than merely endorsing it. In contemporary society, various technological tools such as websites, electronic mail (e-mail), compact disks, and the internet are utilized for student record management (Ojo & Ugwuanyi, 2006). A website is a collection of connected web documents that a web server makes available to the public. According to Ekemezie and Ngene (2004), the word internet is derived from international network, which has the largest computer network in the world. Internet services are usually on the airwaves and can only be downloaded by a local carrier or internet service provider. The internet contains information on virtually everything and it has abundance of knowledge available. The advent of new information technologies has completely and irrevocably transformed the ways in which materials are created, structured, transmitted, distributed, communicated and accessed. UNZA for example, posts all non-confidential information, including students’ records on the internet. All these technologies help to store, retrieve, and use student records. Student records play a crucial role in decision-making and planning within institutions, as without proper records management, it becomes challenging to effectively manage institutional records. Dawson (2002) emphasizes that records and record-keeping form the backbone of an entire organization. Effective planning and administration of any institution would be exceedingly difficult without appropriate record-keeping and management. For instance, when determining the number of lecturers to hire, university management must refer to student records to ascertain the appropriate number of instructors needed to maintain a balanced instructor-learner ratio. Technological advancement in student record management is very important to improve the general management of an institution. Technological advancements in student record management helps to keep and distribute information easily. Information management is the keeping, storing, retrieving and using of all the information in the school (Chidobi, 2007). The adoption of advanced technology in organizations has improved the performance of tasks and is necessary for increased efficiency, cost-effectiveness, and competitiveness. It has transformed the way organizations handle, store and manage records. Hence universities are making use of technological advancements in student record management to improve the broad-spectrum management of the school (Dawson, 2002). 4.3 Strategies of using advanced technologies in students’ records management There is a need to establish a sound reward mechanism of innovation and entrepreneurship to motivate record keepers to engage in innovative practices and entrepreneurship. This necessitates familiarizing oneself with the available technology for efficient and effective operation (Stanford, 2007). Giving rewards to information managers who are innovative and engage in entrepreneurship will motivate record keepers to be updated and do their best with technology and in the process, familiarize themselves with ways of how best to manage students’ records using technology. As we undertake this research on strategies for improving records management using advanced technology, we wish to close the gap existing in records management were the traditional method is still being employed in records management. This bridge needs to be covered so that office areas are left with enough space. This is in a case where most offices are filled to the capacity with papers and documents that are very old, and others have resorted to asking for extra shelves in other offices to keep their records. Consequently, if technology is embraced by the staff, it means there will be less paperwork and retrieval of documents will be faster. 5. Methodology According to Ahuja (2010), a research design is a systematic plan to study a problem. The study was be based on qualitative approach by using a case study research design of the strategies for improving technological advancements in students’ records management. This design was used as data were collected from a small but well informed population. Interviews and document analysis were used. Those interviewed included the assistant dean for undergraduate, four members of staff from admission school and four from academic office, two from the student registry office, five Heads of Department (HOD) and four from the library. These were sampled purposely as key informants could have the answer to the research question that represent the view of the entire institution (Zikmund, 2002). Thematic analysis was used to analyse data collected from the respondents. The study was ethically approved by the University of Zambia. 6. Findings and Discussion This section brings out the findings of the research as themes emerged and also discussion of the same findings. The research was undertaken with the aim of coming up with strategies that will help to improve the use of advanced technology in students’ record management at the University of Zambia (UNZA). It focuses on five sections: level of technology advancements in students’ record management at the University of Zambia (UNZA), best ways of managing student records, importance of advanced technology, challenges of advanced technology and suggestions on the way forward. 6.1 Level of Technological Advancements in Students’ Records Management The extent to which technology is employed to manage students’ records can be regarded as the engagement of new versions of equipment to simplify the keeping of information patterning to students. Just as quality of education is emphasized in the Educating our Future (MOE, 1996) policy document as a way of developing the nation, the quality of gadgets and software being engaged is also emphasized as a way of improving the engagement of technology in keeping student records. Apparently at the University of Zambia (UNZA), the incompetitive quality of gadgets and software being employed has made some members of staff to shun away from technology while others tend to keep records in both hard copy and soft copy due to lack of confidence in technology. At the student registry office, students’ clearance forms are kept in hard copy from first year to final year due to fear that if something was to go wrong with the software or the computer the information would be lost and this could lead to malfunctioning in the university as the students in possession of the university property would not be identified by the time of graduation. The response of one of the Head of Department (5) was that: Some lecturers especially those belonging to the older generations tend to keep students’ records in hard copy only as the functions of the computer and soft wares being employed are seen to be of less advantage to them and almost the same as keeping records in hard copy. He further stated that: I prefer using both the computers as well as paperwork because sometimes the computers get damaged and power cuts. Hence in times of power crises I am able to continue doing my work. According to the answers we got during the interviews, the university staff think it’s best to have records kept in both hard copy and soft copy, this is so that in case of damages one source would be a back up to the other. The findings indicate a significant reliance on dual record-keeping methods, involving both hard copy and soft copy formats, within UNZA. This practice was driven by several factors, including perceived deficiencies in the competitiveness of available technology and concerns about potential technological failures leading to data loss. Such findings resonate with recent studies in the field of educational technology, which emphasize the importance of addressing technological concerns and promoting confidence in digital systems among educational practitioners (Smith & Sutherland, 2021). One notable concern voiced by participants was the perceived inadequacy of current technology in meeting their needs. Particularly, older generations of lecturers expressed skepticism regarding the advantages of computerized record-keeping over traditional paper-based methods. This sentiment reflects broader discussions within academia about the necessity of ensuring that technological advancements are user-friendly and cater to the diverse preferences and needs of educators (Bates, 2019). Furthermore, the preference for maintaining both hard copy and soft copy records as a risk mitigation strategy highlights the importance of redundancy in data management systems, especially in contexts where technological infrastructure may be prone to disruptions. Recent literature emphasizes the significance of implementing robust data backup protocols in educational institutions to safeguard against potential data loss incidents (Williams et al., 2020). The insights provided by the participants highlight the complexity of integrating technology into educational practices and underscore the need for comprehensive strategies to address technological hesitancy among staff members. Future initiatives aimed at enhancing technological adoption within UNZA and similar institutions should prioritize user-centered design principles and provide adequate support and training opportunities for staff members (Davis et al., 2022). Quality of Gadgets According to Muduli (2014), the availability of ICT gadgets shapes people’s characters depending on the type of the gadgets and quality time spent on these gadgets. What is more, high quality gadgets will be sufficient to the users and attract their attention into not only spending time on them and depending on them but also doing away with student records in hard copy to use the electrical equipment. This will improve the level of technology use in students’ record management. At the University of Zambia (UNZA) however, the gadgets are not of high quality just as reported by a number of respondents during the research. In relation to the Heads of Department (HOD), most of the equipment they are using have since been outdated and some computers that are delivered to the offices for use tend to not function as expected despite being new. One of the HODs (Respondent 6) said that: In some cases, it takes a long time for the computers to be replaced or repaired thus, offices are loaded with malfunctioning computers. Most times we (my colleagues and I) tend to get rid of the dead or malfunctioning computers out of our offices, I would rather work without a computer than have a dead machine take up space. One other respondent (2) even elaborated how he preferred using his advanced phone saying: I bought myself a phone which has proved to be more advanced and effective as compared to the computer I have been working with. Quality gadgets mean quality, effective and efficient flow of data in and out of the university. According to the research findings, most technical gadgets in the school are very slow and have a small storage space. This prevents the employment of advanced technology to manage students’ records. Respondent 7 amongst the HODs interviewed reported that: Some of the computers lack internet connections as well as cameras that can help deliver lessons online effectively especially in this era of the COVID-19 pandemic. Not only that, most computers in the school are outdated such that it is hard for the lecturers to prepare lessons on them unless with the help of their personal gadgets (phones) due to lack of updated software that supports modern methods of teaching and recording or storing information. Quality of ICT Infrastructure Just as the quality of gadgets influences people's behavior and the time they spend using them, the quality of ICT infrastructure plays a vital role in determining users' experiences and performances. Muduli (2014) highlights how the availability of ICT gadgets can shape individuals' characters, depending on the type and quality of the gadgets, as well as the amount of time spent using them. High-quality ICT gadgets not only attract users' attention but also inspire them to depend on electronic equipment for tasks such as student record management, thereby improving the overall level of technology integration in educational institutions. However, at the University of Zambia (UNZA), the quality of ICT infrastructure is reported to be below user’s expectations, as indicated by several respondents during research conducted on the topic. This substandard quality may hinder the effective utilization of ICT resources for tasks such as record management, potentially hindering the university's efforts to enhance technological integration in its operations. Quality of software According to Sarfraz, Daka, Zubair, Sarfraz, Mahboob and Khan, (2022), high quality software brings many advantages educational institutions. Among the advantages are; examination management and testing. It is easy and faster to analyze student information using application software such as Excel, the student’s marks in tests and examinations can be easily calculated. Consequently, exams or tests can be conducted using software platforms like Moodle. Assessments carried out on media platforms such as Moodle are automatically recorded upon submission and can serve as electronic archives for many years. Moreover, online assessments can easily integrate with grading system software, streamlining student record-keeping processes. All these makes students’ record keeping easy. However, at the University of Zambia (UNZA), the high quality information management software platforms such Moodle are relatively new and some lecturers and students have not fully embraced them. This makes them to still utilize less effective software and or continue keeping records in hard copy. From the findings of this study, the university has been trying to catch up with the latest software available, however, a significant limiting factor is the high cost associated with most of these record management software options, coupled with the fact that they often require specialized expertise for manipulation. Consequently, the university library has opted to utilize cost-effective software like (KOHA), an open-source Integrated Library Management System which is freely available and can be customized to suit the specific needs of the library. For example in the recent past, the university library used to buy their software from South Africa which cost about $150,000 USD which amounts to K3,000,000 and this software was upgraded once a year. This meant that if they did not purchase it they would keep on using the outdated version. One of the respondents (10) from library had this to say: Due to the prohibitive costs of commercial library management systems the library was using coupled with the dwindling financial support we have been compelled to embrace (FOSLMS), a free open source library management system a cheaper software, ‘Koha’ because we can easily modify it to our specifications. Quality software is important because no matter how outdated a computer might be, as long it is able to support a quality software, then one is able to achieve the impossible. According to Sarfraz, Daka, Zubair and Sarfraz (2022), quality is increasingly seen as a critical attribute for software acquirers and end users since its absence results in financial loss as well as dissatisfied users, and may even endanger lives. In light of the research however, one of the respondents (11) lamented that: Since I started working at this university, the school management has not purchased a software for this department unless if I use my own money to purchase one and these software is very expensive. 6.2 Challenges of managing Students’ records using Advanced Technologies Before the adoption of modern technology in libraries, UNZA Library practiced traditional method of card system in its operations. The lack of skills and competencies among records and archives management personnel in the area of electronic records management suggested the inability to play an active role in designing and implementing electronic records management systems (Nwaomah, 2015). Coming from a tradition where students’ records have been kept in hard copy at the University of Zambia (UNZA) and electrical gadgets and soft wares are new, it is important to find better ways of managing students’ records using technology effectively and efficiently. Before 1994, students’ records were kept in hard copy at the University of Zambia (UNZA) library. Every student had a card at the library and these cards were arranged in alphabetical order. Respondent 8 had this to say: In the past, the library used a card-based system. Basically, the system involved issuing borrowers’ pockets to approved users. The pockets contained user details such as name and address, and other identification codes such as borrower number, reader status, department of affiliation, etc. The number of pockets issued to each user also determined the maximum number of titles (volume of items) each user might borrow at any given time (i.e; each pocket could only be used for borrowing not more than one copy of a library item).The other segement of the system was concerned with the identification of loanable library materials. This consisted of a book/item pocket (usually stuck inside of the front or back cover of the book), and a book/item card. Both the book pocket and card contained the same details of the book, usually, author, title, accession number, date of publication and classmark. When the book was not in circulation, the book card always remained inserted in the book pocket. The charging process in the Browne system therefore, involved ‘marrying’ the user borrower’s pocket with the book card, by removing the book card from the book pocket (of the book being checked out) and inserting it into the user’s borrower pocket. The ‘marriage’ between the book card and user pocket constituted the loan record. The book being borrowed was then stamped on the date slip in the book with a ‘due date’ for the return of the borrowed item. The loan record was then filed in the loans file, usually arranged by ‘due dates’ and then by class mark or accession number or author of the borrowed item, depending on the system in use. Upon return of the library item, the discharge process is accomplished by locating the loan record in the loan file using the ‘due date’ indicated on the returned item, the borrower pocket was returned to the user and the book card was inserted back into the book pocket. The ‘due date’ in the book was cancelled and the book was reshelved. In the past, each student was given a card that they would use to borrow books at the library. All their details were indicated on that card and every time they borrowed a book it would be indicated on that very card. He further stated that; this method was very ineffective as the cards went missing sometimes and we had to knock off late arranging the cards in alphabetical order for easy identification. Whenever a student borrowed a book, a card was placed in that student’s card indicating the book he/she is in possession of and a date when the book should be returned was indicated. Borrowing books went only up to 20:00 hours. This required many employees to do the job and it was too involving and stressful. When the due date passed before returning a borrowed book, librarians had to calculate the extended days to know how much to impose. Often times they would make mistakes. Another respondent (13) from the library narrated that; With computer-based circulation control system, circulation control operations that involve many routine, and repetitive tasks, and many decisions in these processes are simple, repetitive tasks are done more efficiently by the computer; Circulation control involves constant generation, deletion, consultation, and retrieval of records. All these tasks can be easily executed by the computer at no additional cost or effort; Circulation control units handle the highest volume of activity involving direct participation between the library staff and the users. The need to process the charging and discharging of library materials with dispatch cannot be any more wanting in this critical public relations area of the library. The computer is able to provide these capabilities efficiently; Circulation control units must be able to accommodate, without major disruptions to services, expanded library collections and increased circulations as more people come to use the library facilities. Again, the computer handles expanded circulations without requiring major modifications to the system at little extra cost, and; Circulation control systems need to provide statistics and other management information upon which current and past services can be evaluated with a view to improving future services. Only computer-based system can collect and give relevant analyses of management information as part of the regular products of the system at no extra cost. With the coming of technology, my work has been cut off for me, I am able to attend to many students in a day and I am able to update one’s information easily. The respondent further suggested that; For the student records to be managed effectively, there should be adequate access to internet as well as the use of new and improved software. The research revealed that the best ways of managing students’ records is by: improving staff competence, improving the efficiency of equipment and improving on internet access. Otu (2014) opined that for academic institutions to manage student records effectively, they must develop the capacity to manage records and information. This is because, the challenges of conceiving, initiating, implementing, monitoring and evaluating activities will always require reliable, pertinent and timely records as well as information. Staff Competence At the center of the quality of the gadgets and quality of the soft wares being employed is the competence of staff. Despite the efforts of the university to improve the quality of the electrical gadgets and soft wares being utilized, the efforts are in vain if the workforce using such gadgets and soft wares are not competent. Competence of the workforce can be referred to as the knowledge of staff or how much they know about the use electrical gadgets and soft wares and how to utilize them. The competence of staff can be improved through Continuous Professional Development (CPD). CPD refers to short courses and conferences conducted for the purpose of equipping members of staff with the knowledge they are lacking believed to be important for the efficient and effective performance of their job. CPD in technology will make members of staff be technically literate and move in line with the continuous advancing technology of the changing world. This will advantage members of staff to being able to use high quality gadgets and advanced electrical soft wares without damaging them, hence efficient and effective management of students’ records with technology. The research revealed that the University of Zambia (UNZA) is reluctant to conduct short courses to improve the knowledge of members of staff in technology. As reported by respondent 3: The most notable CPD in years was when the corona virus led to the partial closure of school and learning was shifted to online. Members of staff had to be trained on how to operate the adopted software Moodle for online learning. The CPD being new, some lecturers did not embrace it, they did not attend the online lessons, while others who attended did not understand and have been using other soft wares such as Whats App and Zoom for online teaching. It can be said that this is as a result of the lack of culture for CPD which had made some members of staff resist it when presented. The University of Zambia (UNZA) should adopt the culture of CPD as a best way of managing students records with technology. Respondent 16 had this to say on the issue of CPD; I think the university needs to train the staff in using the current technological advancements. Some staff members are not even able to use the computers effectively, thus they just waste away and die without being used to their best potential. Equipment Efficiency The efficiency of equipment could be defined as how well electrical gadgets are functioning. To ensure electrical gadgets are functioning appropriately, they have to be changed from time to time, ensure windows and soft wares are updated and personnel handling these electrical gadgets are well qualified. This will prevent malfunctioning of equipment. Computers will not black out due to overstaying and lead to the loss of information. Soft wares and windows will not be outdated and become slow or stop functioning and both the computer and software will not stop functioning due to negligence of the people handling them. Hence preventing the unpredicted loss of students’ information due to in-efficiency of the gadgets. This would boost the confidence of members of staff in technology. The research revealed that the equipment being used at the University of Zambia (UNZA) are in- efficient as measures to keep them cost-effective are not taken. Computers stay very long without being changed even when they are malfunctioning, soft wares and windows are not frequently updated. Some members of staff still need to have their interest in technology nurtured and hence they spend less time on the computer. They may not update the software and window upon the notification coming and will need the help of an expert to do so. Moreover, some members of staff are not technically competent and will not know the importance of updating soft wares and windows upon the notification coming. Hence will need the help from an expert to update the computer. UNZA CICT crew should improve on their services as they are technical experts to help members of staff in need of a helping hand with technology and adopt the culture of equipment efficiency as a best way to manage students’ records using technology. Our computers are maintained by the CICT department, however, sometimes they take time to come and attend to the problems, said Respondent 12. That is why I sometimes use my personal maintenance guy. Improved Internet Access The movement of the change from keeping students’ records in hard copy to keeping them in soft copy is a gradual one. Coming from a history of keeping students’ records in hard copy, the members of staff at the University of Zambia (UNZA) still need to be encouraged and have their confidence nurtured to using technology for students’ records. This can be done through improved internet access. Encouragement and nurturing includes making the gradual path towards management of students’ records using technology as smooth as possible. Improved internet access will encourage members of staff to use electronic soft wares that requires internet to manage students records. Hence encouraging members of staff and nurturing a character of using technology to keep students records. The research revealed that, at the University of Zambia (UNZA), internet access is a challenge. This discourages members of staff from using soft wares that requires internet and makes their work in-effective and in-efficient. At the library, the data base is a software that need internet to operate. Poor internet makes the system become slow and unavailability of internet makes the system unable to function. When this happens, the information being encoded into the system may be lost without a possibility of being recovered if not saved and the librarian will have to start afresh. The same is the situation in the Heads of Department (HOD) offices and the dean of students’ office. To avoid this situation, some members of staff tend to engage basic software that do not require internet, while others keep information in hard copy. UNZA should adopt the policy of managing students’ records electronically and improve on internet supply. Respondent 14 had this to say; The internet supply is very slow and sometimes it breaks down for more than two days without it being fixed. I suggest that the university should engage with the companies that supply fast internet so that internet access is improved. Respondent 18 said that; My work here is mainly on the computers hence if there is a power outage or internet disruption then my work is compromised. I need internet to be able to log into a students’ account to solve whatever queries they have and for me to update a number of other office related work. Respondent (4) from the academic offices commented that; In this department we have developed the Student Information System (SIS) which requires internet for it to be accessed. We are comfortable with internet supply we get here although sometimes it tends to be slow. Internet access is very important especially in records management. Most respondents if not all lamented on the issue of internet accessibility as this is what drives most of them to do their work. Internet connectivity helps get work done quickly. There is need for the university to provide high quality internet connectivity as this is a motivating factor for the workforce. 6.3 Strategies of Improving Students’ records Management Advanced technologies bring many advantages to an institution in terms of student record keeping. At the UNZA the research revealed that the importance of advanced technology are that: Work is made easy such that the number of staff needed reduces. In the past due to lack of knowledge about internet, working required a lot of people especially here at the academic office said one of the Respondents (1). She further added that, due to the nature of registration, long queues were made and this became time wasting. The coming of technology has made our work much faster and we spend less time registering students. The number of staff has equally been reduced, and thus has helped the university to save money. At the library, information concerning the entire student population at the university is managed by a few staff members. This makes the whole process of managing students’ records cheaper. To add on, with technology, the process of encoding, processing and decoding information is faster and saves a lot of time. At the university library and the Heads of Department (HOD), to record, process or retrieve information pertaining to a particular student it only takes entering their computer numbers and a student file will appear in soft copy. Dealing with computers to handle students’ information, paper work is avoided and this makes the university litter free. Moreover, it is easy to share information pertaining to students when kept in soft copy. UNZA should employ technology in students’ record management to enjoy its added benefits. When used in extreme, technology can have negative effects on an institution. Advanced technology breaks bonds among record keepers and between members of staff with students. Lecturers give and students submit tests and assignment through Moodle without them having to meet up physically. After assessing students, at the end of the course the lecturer E mails the names of those who have passed the continuous assessment and qualify to write the exams to the Head of Department (HOD) without having to meet up in person. This weakens relationships and promotes individualistic operations. The University of Zambia (UNZA) should employ technology in the management of students’ records, but also create many interaction events to build relations between students and members of staff and among record keepers. According to West (2015), some of the barriers to employment of technology are poor infrastructure; this includes things such as fiber optic lines, cell towers, internet routers, wireless spectrum, reliable electricity, and the like, digital illiteracy and lack of digital trust. Advanced technology brings many challenges. The research showed that challenges of advanced technology are that, new technologies that can be employed for more efficient and effective management of students’ records are coming up every day as such this puts pressure on those members of staff not interested in technology to learn about new and better soft wares every day. However, to some members of staff, the whole process of continuously making efforts to improve their technical competence is interesting and encourages them to learn more. Respondent 11 lamented that: Embracing new technology is a big challenge in that the moment one gets to be conversant with the pre-introduced advancement, a new one then emerges and I have to start learning how to use this newly introduced advancement. I cannot lie, the process is nerve wrecking. Adds that change, especially when it involves technology, is often met with resistance. Employees or students who are not tech-savvy may struggle to adapt to new systems. It's essential to invest in proper training and create a culture that embraces change. Implementing technology can be expensive. There are costs associated with hardware, software, training, and maintenance. For academic institutions grappling with financial constraints, these expenses can be a significant barrier. This response is true according to West (2015) who opines that most people lack digital trust. The university staff do not have trust in themselves that they can manage to move at the same rate as the rest of the world in terms of technology use. Being a multi-generational institution, some members of staff tend to resist technology due to its disadvantage of weakening relationships and some are discouraged to learn new things about technology and hence stick to the basic knowledge on computer literacy. In this view, Respondent 13 comprehensively said that: Technology keeps changing and advancing every day, it is very difficult for me to catch up with the advancements. I always have to be on the lookout for more and new soft wares that are efficient and less costly. For example the introduction of moodle platforms, in as much as it is a way to keep up with the learning and preventing the spread of the pandemic, it is not as effective when it comes to strengthening instructor-learner relationships because some ways of learning need physical contact. The other challenge we mostly face is poor internet network, even if I am interested in learning more about the advancements sometimes I get discouraged because the internet is very poor and slow thus I resort to the old ways of keeping my records. The University of Zambia (UNZA) should teach record keepers on the importance of advanced technology in students’ record management and encourage them to employ technology by purchasing advanced electrical gadgets, maintaining them and teaching members of staff how to operate advanced soft wares. Due to more use of technological advancements, the university will be more open to embrace the advancements and it is advantaged to better developed systems to use in managing records. Many staff members are willing to learn and keep developing in their knowledge and skills with regards to advanced technology. If some respondents even resort to purchasing themselves high quality gadgets for use in their work, then it is a sign that in the near future the university will have better improved employment in the use of technological advancements in managing records of students. The study has shown that in order to improve on using technology in students’ records management, records should be kept in both hard copy and soft copy, new technologies should be embraced and investment on power backup systems should be done. This will allow for record keepers to continue managing information in hard copy while they adapt to managing information in soft copy at their own pace. The university should also embrace new technologies and conduct Continuous Professional Development programs (CPD) for staff to be literate and adapt to new technologies in the process of doing away with hard copy information management. More so, the university should invest in power back up systems to supply the institution with power when there is no electricity. This will keep soft wares that require internet to continue functioning and information will not be lost due to power shut down. Hence encouraging record keepers to use advanced technology in managing students’ records. Furthermore, the university should improve internet accessibility, expand infrastructure and strengthen digital literacy. 7. Conclusions and Recommendation From the findings of the research it has been concluded that advanced technology is still being embraced at the University of Zambia. Currently, the University of Zambia still uses hard copies and soft copies for records management of students. Some staff are not trained in advanced technology. The study also revealed that internet access and internet infrastructure is still a challenge at the University of Zambia though efforts are being made, however, the engagement of technology has been at a slow pace. The study revealed that it was possible for the University of Zambia to reach maximum use of advanced technology. From the study, it was noted that this can be done through improved internet access, CPDs and strengthened literacy, investments in power backups and internet infrastructure. With this research and the recommendations given, we believe that the movement from hard copy record management to soft copy record management will be faster and smoother as “Effective management of students" records underpins decision making, protects rights of students and helps universities conduct business and services in a consistent and equitable manner. 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