User difficulties working with a business classification scheme: a case study

Abstract

Purpose – The purpose of this paper is to provide a unique perspective into user difficulties working with the functional business classification scheme (BCS) to register, search and retrieve corporate information at the Western Australia Police (WA Police). Design/methodology/approach – This paper is a single case study. Questionnaire and interview data were collected and analysed from a sample of ten EDRMS users on their perspectives of working with the BCS. An interpretive analysis methodology was used, and inductive reasoning was used for thematic analysis and sense making of the textual data from the transcripts. Findings – Although the research participants were confident working with the BCS, they reported difficulties finding an appropriate folder that matched the information to be classified and deciding where to file the information. Participants reported that the design and structure of the BCS and training were identified as areas needing improvement. Research limitations/implications – Paradigm shifts in the record-keeping role from the professional to the user may have some bearing on the difficulties users face when dealing with their record-keeping responsibilities. The participants provided comments and suggestions for how to make the BCS more user-friendly, more meaningful and more aligned to the business processes of the users that are practicable and workable solutions for the records professionals to implement. Practical implications – This paper provides a unique user perspective of a BCS, their difficulties working with it and how these difficulties can be resolved in a government organisation. Originality/value – This paper provides a unique user perspective of a BCS, their difficulties working with it and how these difficulties can be resolved in a government organisation.