Trust in Recordkeeping

Research Problem: Compliance in recordkeeping is essential, especially in public service organisations that are required to comply with the Public Records Act (PRA) of New Zealand, which lays down strict guidelines for recordkeeping to aid in transparency in government. Records must be comprehensive and complete, as well as authentic and reliable. People are less likely to use a system if they do not trust it. There are various factors influencing compliance; this research examines trust in the recordkeeping system itself, and the factors that enhance or diminish trust. Methodology: This quantitative research was conducted using an online questionnaire in March of 2014. It was disseminated via New Zealand’s listserv for the recordkeeping community and it was sent to records managers because they understand the PRA, and have a holistic view of recordkeeping; and also would have an overview of staff compliance and attitudes. Text questions were included at the end, giving people an opportunity to explain or expand on their answers. Findings: Results were varied, reflecting the diversity of organisations affected by the PRA as well as diversity in standards of recordkeeping and compliance. Some results were clear, with all respondents seeing the benefit of support from management. Different problems were experienced in different organisations, and strategies to enhance trust and consequences of mistrust were listed. Implications: With increased knowledge about the factors affecting trust in recordkeeping systems, as well potential solutions, records managers can have a better chance of running or implementing a successful system. People factors play a large role in the success of a system, and record managers need to find ways to achieve user buy-in. Different solutions work in different organisations. Further research into the other factors affecting compliance in recordkeeping systems is indicated.