An investigation of the consumer protection Act (2008) and plain language application at selected businesses in the Port Elizabeth metropole
- Authors: Van Jaarsveld, Roslynn
- Date: 2015
- Subjects: South Africa. Consumer Protection Act, 2008 , Consumer protection -- Law and legislation -- South Africa , Administrative law -- South Africa -- Language , Administrative law -- Language
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/4012 , vital:20504
- Description: Businesses communicate a wide variety of messages to diverse audiences using a number of different communication types and channels daily. For example, business communication includes business reports, documents (booklets, leaflets, and official communiqués), notices, agreements, web copy and advertisements that are produced continually to address a variety of business communication needs for a variety of audiences. Although written business communication has a significant impact on customer satisfaction and consumer attitude which, in turn, affects consumer behaviour positively or negatively, there is a lack of research investigating the knowledge and application of plain language in business communication. Many studies were found to be related to communication and language, however, studies about plain language use were less prevalent. Therefore, this study aimed to investigate the awareness of the plain language regulations stipulated in the South African Consumer Protection Act (CPA) 68 of 2008 (2009). The application of these plain language principles within businesses in the Port Elizabeth Metropole, with specific reference to its use in written business communication was also investigated. The study also aimed to identify plain language best practices and constraints resulting from plain language application or non-application within the selected organisations. The research focused attention on the impact of business communication on customer satisfaction, consumer attitude and, ultimately, consumer behaviour as well as the need for plain language use in written business communication practices to ensure effective and fair (ethical) communication. A comprehensive literature review was conducted on communication, communication theory and consumer behaviour, as well as on plain language principles which might add to the effectiveness of organisations’ written business communication, to provide a theoretical foundation for the study. The study’s research methodology was approached from a phenomenological (descriptive and interpretive), and somewhat positivistic perspective, utilising qualitative and limited quantitative measures to obtain data. For this reason, three managers from three respective organisations within the Port Elizabeth Metropole were interviewed and asked to complete a rating-scale survey to obtain insight on the written business communication practices of these organisations. A content analysis of documents supplied by the participating organisations were also reviewed to provide commentary on the plain language application in each organisation. Furthermore, Section 2 of the South African CPA 68 of 2008 (2009) was also reviewed to measure and comment on the application of plain language in these organisations. Based on the data analysis, it was evident that organisations in the Port Elizabeth Metropole were aware of plain language and the plain language regulations stipulated in the South African CPA 68 of 2008 (2009), but that they were not certain what the regulations entailed exactly. Furthermore, plain language principles were applied in the participating organisations, however, complications and areas for possible improvement were identified in the data. From the study’s findings, various recommendations were made that could assist the organisations to improve their organisations’ plain language application. These recommendations included, for example, appointing plain language champions to monitor plain language application in the organisation, as well as assessing language competence of staff and training them to improve their language competencies. Recommendations for future research suggested that future studies needed to include a larger research sample, a more diverse sample population to include consumers and a broader industrial demographic. In addition, future studies could attempt to investigate communication barriers that inhibit or challenge comprehension in consumer communication.
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- Date Issued: 2015
Implementation of the national language policy at institutions of higher education
- Authors: Ownhouse, Aileen Lucia
- Date: 2015
- Subjects: Language policy -- South Africa , Multilingual education -- South Africa , Education, Higher -- Curricula -- South Africa
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/3415 , vital:20428
- Description: This study investigated the implementation progress of the National Language Policy (NLP) of South Africa (SA) by reviewing pertinent research related to Language Policy (LP) initiatives. In particular, the study explored the implications of the NLP implementation on multilingual teaching and learning practices, especially practices aimed at developing proficiency in the Language of Learning and Teaching (LOLT). In particular, the LP implementation initiatives to support a multilingual practice community at Nelson Mandela Metropolitan University (NMMU) were overviewed. The study focused on and assessed the AHZ Project multilingual initiative in the Department of Applied Language Studies (DALS) at NMMU. The AHZ Project multilingual initiative included text translation and multilingual tutorial strategies to assist isiXhosa-speaking students understand grammatical concepts. As a result, an aim of this study was to determine the efficacy of the AHZ Project by assessing the perceptions of English Language Studies (LES111) students and lecturers who were responsible for implementing the initiative. Finally, the research aimed to determine reasons for the apparent slow progress of implementing multilingualism as a teaching and learning practice as well as the underlying constraints of implementing the NLP at Higher Education Institutions (HEIs). A mixed-method approach was selected to explore the aims of the research study as both quantitative and qualitative data collection tools were used. As the AHZ Project initiative was the study’s data sample, data was collected by conducting three face-to-face semi-structured interviews with two LES111 lecturers and a tutor as well as one focus-group interview with eight student participants. In addition, a LEC online assessment and 284 LES111 reflective paragraphs were analysed. NVivo 10 qualitative software was used for the coding of the data and a descriptive analysis of the interviews as well as the LEC online assessment was employed. To code and analyse the face-to-face semi-structured and focus-group interview transcripts, dominant themes from the study’s literature review, for example, Second Language Acquisition (SLA) and Mother Tongue (MT) transfer were used. The reflective paragraphs were analysed manually using a quantitative coding approach. From the data coding, the study’s findings were determined and interpreted. The LEC assessment confirmed that the students were not coping with the LOLT. By taking cognisance of the AHZ Project strategies and investigating the perceptions of the participants towards the initiative, conclusions were drawn. These conclusions indicated positive attitudes towards the multilingual language practices as implemented by the AHZ Project initiative. In addition, the perceptions towards identity, language status, mother tongue education and language transfer were articulated. Based on the findings of the study, recommendations were made to promote the use of African Languages as LOLTs in teaching and learning classroom practices. Recommendations were also made for future research relating to the teaching of African Languages (ALs) in the schooling sector.
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- Date Issued: 2015
An ethnographic study of business documentation writing practices of selected human resource practitioners in the Nelson Mandela Metropole
- Authors: Blignaut, David Llewellyn
- Date: 2014
- Subjects: Business writing English language -- Written English -- South Africa , Written communication -- South Africa
- Language: English
- Type: Thesis , Masters , MA
- Identifier: http://hdl.handle.net/10948/50077 , vital:42031
- Description: The proposed study will focus on the dominant writing practices in the Human Resources (HR) workplace environment. Business writing is dominated by English and world Englishes as an international language, and users are increasingly second or foreign language speakers. As a result, business environments adopt English-only policies. As a result, the hegemony of English for business use has been entrenched. In addition, English has become a highly influential language in South Africa. As any document production is not simple and spontaneous where rules are visible and can be learned or known independently, this study specifically examines the business documentation writing practices of Human Resource (HR) practitioners in the workplace to evaluate the relevance of the BKH 1120 English in Communication A business writing curriculum. The integration of the workplace social context is essential as writing practices encompass not only the physical act of writing, but include abstract cognitive processes and the contexts of the reader, writer, text and social environment that pertain to text processing and production. Therefore, this study intends to inform current HE academic business writing requirements as well as documentation structures and layout practices for the curriculum development of the BKH1120 Communication in English A module. The study used a qualitative research tool based on an ethnographic design. Although an ethnographic study demands that the researcher spends extensive time in the field, an alternative strategy is to conduct the research based on interviews as a thick description of depth and detail that interviewers seek in interviews can be found in the interviewees’ first hand experiences”. Content analysis was also used to analyse the interview responses as well as the document samples collected from the participants. This research study concluded that HE often does not often adequately prepare students for the social, ideological and collaborative workplace writing expectations. Therefore, HE programmes should make careful decisions on which workplace discourse practices to include in their teaching practices and design meaningful and realistic ways to equip students in to prepare them well to deal with workplace writing challenges.
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- Date Issued: 2014
Knowledge and knowing in the public management and public administration programmes at a comprehensive university
- Authors: Lück, Jacqueline Catherine
- Date: 2014
- Subjects: Knowledge and learning , Public administration -- Study and teaching (Higher) , Knowledge, Sociology of , Learning, Psychology of , Knowledge, Theory of , Educational equalization -- South Africa , Education, Higher -- South Africa , Literacy -- South Africa , Technical institutes -- South Africa
- Language: English
- Type: Thesis , Doctoral , PhD
- Identifier: vital:1326 , http://hdl.handle.net/10962/d1013166
- Description: Knowledge is often tacit and under researched in educational fields. In order for student access to knowledge and its related academic discourses to be facilitated, a deep understanding needs to be gained of the form that this knowledge takes. This study interrogates the ways in which knowledge is constituted in the first year of a Public Management Diploma and a Public Administration Degree at a comprehensive university in South Africa. The study takes a social realist approach that understands reality as fact but sees our knowledge thereof as a social phenomenon. The study was concerned with knowledge structures and knower structures as it argues that these have not been adequately accounted for in the sociology of education research. But this study comes to this concern from a strongly ideological view of student reading and writing. This study calls on a social practices approach that sees literacy as embedded within specific academic discourses, which vary from context to context. It uses this ideological understanding of literacy as the orienting framework for the study of knowledge. The study takes place in a Higher Education mileu that has begun to transform from its divisive past. The transformation brought about new institutional formations such as the comprehensive university, with its mix of vocational, professional and formative programmes and varied emphasis on contextual and conceptual curriculum coherence. Increasingly, the transformation agenda also shifts concern from simply providing physical access to a previously disenfranchised majority to ensuring full participation in the context of high attrition rates in first year and low retention rates. The data was analysed using the Specialisation Codes of Legitimation Code Theory to see what was being specialised in the Diploma and Degree curricula of the Public Management and Administration fields. These fields are characterised in the literature by ongoing tensions about focus, and perceptions of there being a theoretical vacuum and an inability to deal adequately with challenges in the South African public sector. Analysis of lecturer interviews and first-year curriculum documentation showed that both the Public Management Diploma and Public Administration Degree have stronger epistemic relations (ER), with an emphasis on claims to knowledge of the world. The data showed relatively weak social relations (SR), in that there was not the valuing of a particular lens on the world or a specific disposition required for legitimation within this field. The combination of ER+ and SR- indicates that these curricula are Knowledge Codes, where legitimation is through the acquisition of a set of skills and procedures. The programmes were characterised by fairly low-level procedural knowledge, which may point to a workplace-oriented direction that is dominant in the comprehensive university. In keeping with concerns raised in the literature about this field, there was little evidence of theoretical or propositional knowledge in the Public Management Diploma and while the Public Administration Degree had some evidence of this, it was arguably not to the extent expected of a degree as described in the National Qualifications Framework. This study was limited to the first-year of the Diploma and Degree and subsequent years could present different findings. Lecturers showed awareness of student challenges with literacy practices and made concerned attempts through various interventions to address this but they were found to value the surface features of writing practices over personal engagement with the knowledge. Though the expectations of student literacy practices in tests and assignments were aligned to the ways in which knowledge was constructed in the curriculum, there was little evidence of student induction into disciplinary discourses of the field as knowledge was presented as being neutral and student writing primarily took the form of retelling objective facts. The implications of these findings could include student exclusion from higher-level academic discourse, more powerful knowledge in the workplace and, finally, constrain them from becoming producers of knowledge.
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- Date Issued: 2014
The national curriculum statement on writing practice design for grades 11 and 12: implications for academic writing in higher education
- Authors: Townsend, Rodwell
- Date: 2010
- Subjects: Literacy -- Study and teaching (Higher) -- South Africa , Information literacy -- Study and teaching (Higher) -- South Africa , Academic writing -- Study and teaching (Higher) -- South Africa , Curriculum change -- South Africa
- Language: English
- Type: Thesis , Masters , MA
- Identifier: vital:8368 , http://hdl.handle.net/10948/1125 , Literacy -- Study and teaching (Higher) -- South Africa , Information literacy -- Study and teaching (Higher) -- South Africa , Academic writing -- Study and teaching (Higher) -- South Africa , Curriculum change -- South Africa
- Description: This study examines the role of academic literacies and academic-writing practices at two diverse South African senior secondary schools and the implications that these practices have for academic-literacy teaching in Higher Education (HE). As student academic writing is central to teaching, learning and assessment in HE, learner academic-writing standards at schools will often impact on academic success in HE. This is a concern for HE as research from South African schooling contexts have found that students from secondary schools are seldom equipped to cope with the demands of HE writing practices. In addition, the introduction of a new curriculum (National Curriculum Statement – NCS) based on the principles of the South African constitution and informed by the Bill of Rights, impacted for the first time on senior secondary schools in 2006, when it was implemented in grade 10, and HE received its first cohort of matriculants with an NCS educational background in 2009. Therefore, this study specifically explores teachers' writing practices within an NCS writing-practice design for grades 11 and 12, and assesses its current implications for academic-writing practices in HE. Critical ethnography was selected as the primary methodology as it is concerned with multiple perspectives and explores local-practice contexts. Therefore, it provides a holistic understanding of the complexity of writing practices by examining the participants' writing-practice perceptions, observing their teaching practices and analysing their written responses or feedback to first and final drafts. The data/study sample consisted of three grades 11 and one grade 12 English Home Language and English First Additional Language teachers as well as selected learners from two secondary schools in the Port Elizabeth district. The data was collected by means of classroom observations, teacher interviews and learner samples of academic writing. Although this study focused on the teaching of academic writing by the four teachers, literacy understandings were also explored by describing what literacy practices subjectively meant to the four teachers by determining the meanings they collectively and individually gave to dominant literacy practices in academic writing, especially feedback practices in text production. A detailed examination of the new NCS requirements suggest that it offers an understanding of knowledge as a social construct, advocates a multiple literacies approach to teaching and learning, and allows for a process approach to cognitively-demanding writing which takes cognisance of the rhetorical, social and cultural dimensions of literacy. Collectively, the ASs in LO3 reflect a process approach to writing, from planning, drafting, feedback, revision to presentation of the final text. It also considers the specific rhetorical dimensions of purpose, audience, and context. Therefore, these NCS writing practices should benefit learners advancing to HE. This study argues that if teachers in secondary schools were to adhere more closely to the NCS's LO3 and its ASs implementation guidelines, learners would be better prepared to cope with HE academic-writing requirements. Instead, the study found that the teachers tended to reduce writing practices to the mastery of discrete sets of technical skills with a focus on surface features of language like spelling and grammar. In addition, the study found that when the teachers' perceptions of the NCS and their own classroom-writing practices were explored, they tended to resist a social-practice approach to academic writing, and, as a result, mostly adapted LO3 of the NCS rather than adopting it as intended by the policy-makers. Similar to other South African studies, this study concludes that teachers remain largely rooted in their autonomous teaching practices favouring traditional methods with which they are familiar over curricula policies which could emancipate learners toward levels of achievement which would better prepare them for both HE and the world of work. In other words, teachers in the sample tend to conserve their traditional methodologies which are predominantly informed by deficit views of learners‟ problems, selectively including new policy requirements which create the impression of compliance, rather than fundamentally altering their approaches pedagogically in the classroom and their academic-writing practices in particular.
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- Date Issued: 2010