Implementation of electronic records management systems Lessons learned from Tlokweng land Board-Botswana Liah Shonhe and Balulwami Grand Department of Library and Information Studies, University of Botswana, Gaborone, Botswana Abstract Purpose – Technology has influenced the implementation of electronic records management systems (ERMS) in government agencies. The high incidence of poor service delivery in government agencies is a key factor that has put pressure on the government to implement ERMS. Despite the potential benefits of implementing ERMS, the adoption and use of these programs has been slow and some systems have failed. Therefore, the purpose of this study is to assess how Tlokweng land board (TLB) implemented its electronic records management program using Kotter’s model and awareness, desire, knowledge, ability and reinforcement change model. Design/methodology/approach – The study adopted a pragmatic paradigm and used a case study research design to collect data at TLB. The research made use of mixed methods approach to collect data using questionnaires, interviews and document reviews. Purposeful sampling was used to solicit data from 53 participants in the land board. Findings – The findings of the study revealed that communication has been used as the most effective tool for managing change at TLB. However, TLB has not yet managed to reinforce the change implemented because of the lack of adequate training and motivation of change champions. Moreover, the change management team has little training on the change management framework produced by the Ministry of Lands and Housing. Research limitations/implications – The study was limited to one land board in Botswana. Therefore, the findings may not be generalized to all land boards. Originality/value – This is the first study to be conducted in Botswana that has assessed change management practices in the implementation of records management systems. This study therefore recommends adoption of the change management lens/framework by a records professional when implementing ERMS. Keywords Change management, Botswana, ADKAR, Electronic records management systems (ERMS), Kotteru2019s change model, Tlokweng land board Paper type Research paper Introduction Technology has ushered in a new era whereby governments strive to work in new ways, including going paperless and providing e-service delivery to improve productivity, service and reduce costs. Technology has become a driver and an enabler for change in all domains (Li and Abdalla, 2014). The majority of governments around the world are implementing various e-government initiatives because the international trend is towards online service delivery and greater citizen interaction. At the foundation of these e-government initiatives is the creation of electronic records. These e-records require electronic records management systems (ERMS) or electronic records and document management systems (EDRMS), which Electronic records management systems 43 Received 18 March 2019 Revised 18 March 2019 22 May 2019 9 July 2019 Accepted 11 July 2019 Records Management Journal Vol. 30 No. 1, 2020 pp. 43-62 © Emerald Publishing Limited 0956-5698 DOI 10.1108/RMJ-03-2019-0013 The current issue and full text archive of this journal is available on Emerald Insight at: https://www.emerald.com/insight/0956-5698.htm