SUSTAINING COLLABORATIVE PARTNERSHIP IN AN ICT-BASED COMMUNITY SERVICE ORGANISATION TO EMPOWER CHILDREN IN ORPHANAGES: PERSPECTIVES FROM MULTIPLE STAKEHOLDERS Suhaini Muda MA in International Communication (Macquarie), BHSc. (Communication) (IIUM) This thesis is submitted in fulfilment of the requirements for the degree Doctor of Philosophy Department of Media, Music, Communication, and Cultural Studies Faculty of Arts Macquarie University June 2016 Table of Contents List of Tables ............................................................................................................................ xi List of Figures .......................................................................................................................... xii List of Appendices .................................................................................................................. xiii List of Abbreviations and Acronyms ...................................................................................... xiv Abstract ................................................................................................................................... xvi Statement of Candidate ......................................................................................................... xviii Acknowledgement .................................................................................................................. xix CHAPTER ONE ...................................................................................................................... 1 OVERVIEW OF THE STUDY .............................................................................................. 1 1.1 Introduction .................................................................................................................. 1 1.2 Importance of the research ........................................................................................... 3 1.3 Research aims and questions ........................................................................................ 5 1.4 Overview of the thesis ................................................................................................. 5 CHAPTER TWO ..................................................................................................................... 8 COMMUNITY SERVICE ORGANISATIONS IN A MALAYSIAN CONTEXT ........... 8 2.1 Introduction .................................................................................................................. 8 i 2.2 Brief overview of Malaysia and Klang Valley ............................................................ 8 2.2.1 Location and demographic profile ........................................................................ 9 2.3 ICT and development policies in Malaysia ................................................................ 10 2.3.1 The key National Policies ................................................................................... 10 2.3.2 Vision 2020: promoting partnership ................................................................... 12 2.3.3 National Information Technology Agenda for social development ................... 13 2.3.4 Demonstrator Application Grant Scheme (DAGS) ............................................ 15 2.4 ICT projects within Malaysia .................................................................................... 17 2.5 Background to the concept of collaborative partnership in Malaysia ........................ 19 2.6 Community service organisations .............................................................................. 20 2.7 CyberCare historical background ............................................................................... 24 2.8 Conclusion ................................................................................................................. 31 CHAPTER THREE ............................................................................................................... 32 SUSTAINING COLLABORATIVE PARTNERSHIP: A REVIEW OF THE LITERATURE ....................................................................................................................... 32 3.1 Introduction ................................................................................................................ 32 ii 3.2 Background to the concept of collaborative partnership............................................ 32 3.3 Definition of collaborative partnership ...................................................................... 35 3.4 Collaborative partnership: End versus means ............................................................ 36 3.5 Reasons for forming a partnership determine the types of partnership ..................... 38 3.6 Collaborative advantage ............................................................................................. 39 3.6.1 Reaching common aims and agreement ............................................................. 40 3.6.2 Joint resources and working solutions to solve problems in the community ..... 42 3.6.3 Creating synergy and power sharing .................................................................. 44 3.6.4 Trust as a precondition for successful collaborative partnership ........................ 45 3.6.5 Multifaceted membership structures ................................................................... 49 3.6.6 Creating environmental stability versus a dynamic structure ............................. 51 3.6.7 Members lead the collaboration .......................................................................... 53 3.7 Collaborative partnership maintenance and sustainability ......................................... 57 3.7.1 Communication and nurturing ............................................................................ 57 3.7.2 Sustainability ...................................................................................................... 60 iii 3.8 Conclusion ................................................................................................................. 64 CHAPTER FOUR ................................................................................................................. 66 RESEARCH DESIGN AND METHODOLOGY ............................................................... 66 4.1 Introduction ................................................................................................................ 66 4.2 Aim ............................................................................................................................. 66 4.3 Research Questions .................................................................................................... 66 4.4 Methodological approach ........................................................................................... 67 4.5 Why a case study? ...................................................................................................... 68 4.6 Positioning the researcher .......................................................................................... 70 4.7 Research Design ......................................................................................................... 73 4.8 Definitions of key concepts ........................................................................................ 73 4.9 Site of study .............................................................................................................. 78 4.10 Gaining access and gatekeeper approval ................................................................ 79 4.11 Methods of data collection and management ......................................................... 79 4.11.1 Document review ............................................................................................ 80 4.11.2 Field Observation ............................................................................................ 83 iv 4.11.3 Interview ......................................................................................................... 89 4.11.4 Overview of participant characteristics ........................................................... 97 4.12 Data analysis and synthesis .................................................................................. 100 4.12.1 Document review .......................................................................................... 100 4.12.2 Participant observation .................................................................................. 101 4.12.3 Interviews ...................................................................................................... 103 4.13 Quality and credibility of the research ................................................................. 109 4.13.1 Triangulation ................................................................................................. 109 4.13.2 Member checking .......................................................................................... 111 4.13.3 Ethical Considerations .................................................................................. 112 4.14 Conclusion ............................................................................................................ 115 CHAPTER FIVE ................................................................................................................. 116 THE DRIVERS OF CHANGE AND TRANSFORMATION OF THE COLLABORATIVE PARTNERSHIP IN A LONGSTANDING COMMUNITY SERVICE ORGANISATION ............................................................................................