Examining services for enhancing access to online academic content in Ugandan Universities: a Case of Makerere University (Mak) and Kampala International University (KIU)

Abstract

Access to online academic content is critical for teaching, learning, and research in contemporary higher education. This study investigates the services provided to facilitate this access in Ugandan universities, using qualitative case studies of Makerere University and Kampala International University. Guided by an interpretivist paradigm, data were collected through interviews with librarians, ICT staff, lecturers, students, and national service providers (RENU, NITA-U), alongside observations and document review (N=30). Thematic analysis revealed that while universities provide a suite of globally recognised services, including institutional repositories, subscription databases, authentication systems, and information literacy training, their effectiveness is significantly hampered by systemic fragmentation and underutilisation. Key challenges include a disconnect between national infrastructure provision and institutional service integration, inconsistent user training, and low awareness among academic communities. The study concludes that Ugandan universities have successfully established the foundational technological layer for digital access. However, to maximise impact, a strategic shift is required. This entails institutionalising continuous digital literacy training, proactively embedding online content services into core academic workflows, and enhancing multi stakeholder collaboration to bridge the gap between service provision and meaningful adoption. Recommendations are offered for university management, service departments, and national bodies to foster a more cohesive and inclusive digital academic ecosystem for enhancing access to online content.