Single service points in libraries: A review

ABSTRACT

As libraries of all types and sizes continue to re-envision themselves to remain relevant in a rapidly changing information landscape, the single service point is visible evidence of this effort. In a complex environment, combining formerly disparate functional or service units is for many libraries both an innovative and effective way to manage resources and services. It is the intent of this overview to look beyond these issues to find similarities in theme and application that may be useful for those considering implementation of a one-stop model.     

Leading from the middle: An overview of current research and trends on the topic

True leadership can come from anywhere within an organization. While supervisory roles can lead to an inherent leadership dynamic based on reporting lines, it is often difficult for individuals to develop as leaders when they feel caught between their staff and upper-level administrators within their organization. This article will look at current trends regarding the leading from the middle by identifying common themes, challenges, and traits found within the concept.     

Every Step You Change: A Process of Change and Ongoing Management

ABSTRACT

Established services have the benefit of experienced and knowledgeable staff, confirmed money streams, designated space and resources, and recognized links to users and stakeholders. So when change needs to happen, it requires a great deal of patience, skill, and an unwavering belief in a better future. After more than 30 years operating in a large academic institution, a distance education (DE) library service needed change. Services needed to be added, resources needed to be improved, and overall processes needed to be streamlined and upgraded. This article will reveal the dramatic changes that occurred over the span of 6 months to change this service from an office literally drowning in paper with a “this-is-the-way-we've-always-done-things” orientation to a new paperless service with a Web-based request, monitoring, and statistical tracking system. Screen shots demonstrate how staff track requests and keep separate records for library and distance education departmental reporting purposes.     

Agile Project Management in Libraries: Creating Collaborative,Resilient, Responsive Organizations

Libraries must continually adapt to meet the ever-changing needs of users. Doing so requires the ability to be flexible and respond quickly. This is a case study of how The George Washington University Libraries rethought its approach to collection development using a cross-functional, team-based strategy that leveraged the benefits of Agile project management. Adopting an Agile approach to collection development maximized the impact of the library’s financial resources and enabled staff to develop new skills. This project underscores the value of collaboration, agility, and experimentation in libraries.     

Data on demand: A model to support the routine use of quantitative data for decision-making in Access Services

Rapid analytics and visualization software such as Tableau provide an opportunity for Access Services staff to utilize quantitative data on a routine basis to support decision-making about services and staffing. Data visualization tools make analyzing, updating, and sharing data analysis easier and faster than ever before. However, fullest utilization of these tools requires consistent, on demand access to data. This article discusses a strategic initiative at NYU Libraries to support data-driven decision-making by establishing a robust data warehouse paired with front-end access for library staff via Tableau Desktop. Specific application of this model to reporting, usage visualization, and workflow analysis in Access Services is discussed.     

But This Is How We Have Always Done It: Overcoming Resistance to Change in the Quest to Support Distance Learners

The Standards for Distance Learning Library Services created by the Association of College and Research Libraries asks the distance learning librarian to be an advocate for an institutional culture of support for distance learners. The Standards make it clear that the distance learning librarian must initiate and participate in institution-wide projects. However, both individuals and organizations in which they serve struggle with change, and such resistance to change is a major barrier to creating a supportive institutional culture and convincing colleagues to participate in collaborative projects. Librarians using the Standards to guide their work must understand how to strategically manage resistance to change. This article will discuss how one online learning librarian used leadership and project management practices to address resistance to change in the library organization and across the college. It gives practical recommendations for leadership and project management skills that will help distance learning librarians and others working to enact the Standards at their academic institutions.     

Building a New Paradigm: Analysis of a Case Study in Organizational Change in Collection Management Using Bolman's and Deal's Four-Frame Model

In 2010, the Oregon State University Libraries implemented changes to its organizational structure to align itself better with the university and respond to the ongoing fiscal crisis. The Collections & Resource Sharing Department was created at that time. This case study describes and analyzes changes in collection management using the four frames in Bolman's and Deal's model: structural, human resources, political, and symbolic. The article concludes with a discussion of ongoing challenges that are likely to require greater use of the political and symbolic frames for planning and implementing further changes.     

A Quick,Accurate, and Free-of-Cost Inventory and Shelf-Reading Solution

This article presents a solution that was used at Notre Dame University–Louaize (NDU) Library, Lebanon, to conduct efficient, accurate, and low-cost inventory and shelf reading. By exporting catalog records into an Excel spreadsheet and using nested formulas to compare records exported from the online library system against the books existing on the shelves, the inventory was successfully completed in a manageable time period. This simple solution, using a laptop and a handheld bar code reader, significantly reduced the number of staff and the amount of time required to perform the inventory. It also greatly reduced human error and inconsistencies faced in previously conducted inventories while helping to maintain staff concentration and enthusiasm for the project.     

The Road Oft Traveled: Collection Analysis and Development in a Modern Academic Law Library

While law students and faculty are content to research solely online, the librarians at Stetson University College of Law's Dolly & Homer Hand Law Library are actively involving every library department to analyze and develop both the print and digital collection. This case study will analyze the print to digital shift in academic law libraries and its effect on collection development. It will then describe the process of collection management at the Hand Law Library and how the entire library team is used to determine what is required of the collection to best serve our students, faculty, and the public.     

Leadership Reflections: Resiliency in Library Organizations

Similar to individuals, organizations display characteristics that speak to qualities and abilities. Our guest writer, Lisa Bodenheimer, discusses a trait that is critical for library organizations during this period of constant change and transformation. Resiliency is the ability to rebound and flex as circumstances shift enabling an organization to thrive and adjust during difficult times. This skill is typically developed through experiences, but, as Ms. Bodenheimer outlines, organizations are able to strategize in order to build employee and organizational resilience. Such a proactive approach will enable a library organization to better weather challenging situations and times as difficulties will enviably occur. The following article provides practical suggestions for library organizations that will enable them to be more successful while leading and managing in a changing environment.     

So Many Projects,So Few Resources: Using Effective Project Management in Technical Services

Successful project management can lead to improved effectiveness and efficiency in technical services and large-scale collection management. Using project management as a tool helps academic research libraries find overlapping objectives, maximize staffing resources, and accomplish large goals that would otherwise not be possible given ongoing financial constraints. By thinking creatively about the intersection of short-term projects and long-term needs, librarians will be better able to enhance access to collections in meaningful and timely ways.     

Utilizing syllabi to support access services and beyond: A case study

New York University Abu Dhabi (NYUAD) Library receives copies of all course syllabi to provide a number of services to faculty and students related to acquisitions, access, collection development, subject liaison, and library instruction. Access services and acquisitions staff, as well as subject liaison librarians, work together using specific workflows to ensure that subject-relevant materials are selected and purchased on an ongoing basis and access needs are met by course reserves or the learning management system. Additionally, the library works closely with the NYUAD Bookstore, which also receives textbook orders, to ensure that students have access to all required and supplementary materials on the first day of classes.     

On Being a Virtual World Librarian: Experiences in Offering Live Reference Services in a Virtual World

The reference collection holds an important place within the library. The proper maintenance of this collection through weeding is a critical yet often overlooked aspect of collection management. This article offers a case study describing a reference collection weeding project, including the development of a reference collection policy, a review of standing orders, the goals and outcomes of the review, and a discussion of the benefits of the project.     

Information governance,records management,and freedom of information: A study of local government authorities in England

In many democratic states political rhetoric gives weight to increasing public participation in and understanding of the political process; (re)-establishing public trust in government decision making; increasing transparency, openness, and accountability of public authorities; and, ultimately, improving government decision-making on behalf of citizens. Access to the public record and freedom of information (FOI) are mechanisms which help to facilitate the accountability of public authorities. Many jurisdictions have introduced legislation related to these mechanisms, and the UK government is no exception with its enactment of the Freedom of Information Act (FOIA) in 2000. University College London (UCL) ran a research project over 12 months in 2008–2009, funded by the UK Arts and Humanities Research Council. The research project examined what the impact of the UK FOIA had been on records management services in public authorities, especially local government. This article reports on some of the findings of the study. It considers how FOI compliance and records management functions are organized in local government and the role of information governance which is emerging as an umbrella for such functions. It draws some conclusions about the contributions that records management services make to the ability of local authorities to comply with the FOIA and identifies some ways in which user experience may be affected by the management of records.     

Build Your Program by Building Your Team: Inclusively Transforming Services,Staffing and Spaces

ABSTRACT

User feedback told the story of the largest and busiest campus library being dated in both physical form and programmatic function. Under the framework of a newly-developed strategic plan, library leadership initiated a comprehensive and inclusive assessment program to understand fully user needs by engaging users, campus partners, and, importantly, library personnel. Simultaneously, they embarked on a review of change management literature for guidance on implementing the required transformation. Informed by the change management philosophy of John Kotter, the library utilized the findings of the assessment program to craft and implement a sustainable transformation of its services, staffing, and spaces.     

Change Management in Public Libraries: Research-Based Political Strategies

Abstract

This study presents seven change management strategies for public libraries: (1) specify the major issue, (2) map the decision cycle, (3) identify circuits and tessellations, (4) target receptive audiences, (5) mobilize civil society support (6) minimize resistance with win-win issues, and (7) maintain legitimizing processes. These strategies are derived from historical case study of a single US case over a 93-year span. The strategies are elaborated using qualitative data from the case. The findings build on existing literature and contribute new knowledge and new methods to the research area. The strategies have practical import for public library managers.     

How to Build a High-Quality Library Collection in a Multi-Format Environment: Centralized Selection at University of Wyoming Libraries

ABSTRACT

In recent decades, the composition of academic library collections has shifted toward electronic formats, resulting in a more complicated publication landscape to be navigated by selectors. Additionally, the workload of public services librarians has become more weighted toward instruction and research support, putting more pressure on the time of liaison librarians tasked with collection development responsibilities. These shifts have prompted academic institutions, including University of Wyoming Libraries, to consider a restructuring of collection development responsibilities. This article describes the evolution and implementation of a centralized model of selection at UW Libraries.     

信息系统实施情境下的用户抵制研究述评

以国外学术期刊数据库为检索入口,系统地收集用户抵制有关文献。从用户抵制的内涵、类型、相关理论、影响因素以及应对策略5个方面对国外的代表性成果进行较为全面的整理和评述。在分析已有研究之不足的基础上,对用户抵制未来的发展方向进行展望,以期为国内学术研究和企业实践提供借鉴与参考。