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Abstract

Feedback mechanism is one way for the website administrator to evaluate the usage of the website. Higher usage of the website indicates that the website is meeting the users’ needs. For the purpose of this research, knowledge transfer (KT) is defined as a process that includes any exchange of knowledge between or among individuals, teams, groups or organizations. It is the process by which knowledge is transmitted to, and absorbed by, users. Knowledge in this research is scoped to include education knowledge resources (information and services) made explicit and available to users via education websites. This paper illustrates feedback mechanisms used by the website administrator to evaluate the performance of Australian government education-based website that supports KT. This is an interpretive case study which applies qualitative data capture and analysis methods. A total of nine interviews were conducted at a government agency in Australia, known as AUSED which is an education-based organization. This study adapted Rockart’s CSF method for data collection, including an introductory workshop, interview, and focus group. The interview transcripts were then analyzed, using inductive qualitative content analysis techniques. Ten mechanisms for seeking feedback on Australian education website performance that supports KT was reported by the respondents. These suggest some feedback mechanisms that may be used to evaluate some elements of the performance of websites as vehicles for KT. The ten mechanisms are web analytic tools, user testing, e-mail feedback, telephone feedback, checklist, site visits, focus groups, eye tracking and qualitative surveys. The identified feedback mechanisms have the capacity to provide practical guidance to web practitioners. For future research the feedback mechanisms could be identified on the different type of websites. Not only that, this research adopts qualitative method. For future research, the result of this study could be validated through the quantitative method.