Access Services Innovative Management in the Changing Era
Davis, Dell M.
MetadataShow full item record
Among all the many challenges faced by managers of public service departments today, human resource management has been the key issue in the success of facilitating change and implementing new service endeavors. Today, library public services are challenged by both the changing needs of our users and advanced technologies. This presentation will focus on ideas and feasible practices for staff/service management and project/collaboration management with new technology and effective communication tools being the foundation for success. The presentation will begin with an overview of the changing dimensions of Access Services, “many-to-many” services, “one-stop” services, customer-centered services, and embedded services. We will also share tips and experiences with re-purposing staff to better utilize their skills and talents to perform new tasks, followed by effective communication avenues based on the input of front-line staff, including suggestions for improving and creating new services or resolving issues. This approach aids in staff adjustment, encourages buy-in, minimizes resistance to change and empowers staff to implement changes with confidence. We will share our practices of utilizing staff who have various levels of knowledge and experience in implementing new programs and contributing to collaborative efforts for both internal and external projects in the University environment. Last but not the least, we will present how we use data and statistical analyses for informing decisions at both the departmental and administrative levels.