Jeremy Atkinson

Managing change and embedding innovation in academic libraries and information services

The paper examines the management of change and the embedding of innovation in academic libraries and information services during a period of considerable and continuous change. Detailed examples are given from the authors own institution that adopts a very structured and corporate approach to strategic planning. The internal and external factors driving organisational change in the UK Higher Education (HE) sector are identified using a PEST (Political, Economic, Social, Technological) analysis, and a detailed SWOT (Strengths, Weaknesses, Opportunities, Threats) analysis is presented which will enable institutions to assess the strengths, weaknesses, opportunities and threats of their services being able to deliver the changes required. Examples are given of the kinds of changes library and information services will need to implement in order to respond effectively to the changing external environment. Some of the barriers to the successful implementation of change are identified, with some practical measures to bear in mind to help ensure successful outcomes.

Establishing Quality in University Libraries: Role of External Frameworks

Academic libraries need to prove to themselves and their institutions that they are providing quality services for various reasons. There are drivers for continual improvement as well as showing impact and return on investment. The challenge is how to best approach determining the quality levels. Using in-house developed strategies is one way forward but another is to use external frameworks. The various issues in this approach will be explored using two very different external options (LIBQUALC and Customer Service Excellence CSE). This discussion reflects some of the comments already made about CSE (Broady-Preston & Lobo, 2011). LibQUALC was developed in the USA by the Association of Research Libraries (ARL) (2016) and is academic library specific. It provides a suite of services that libraries use to solicit, track, understand, and act upon users’ opinions of service quality. CSE (Cabinet Office, 2016) was introduced in 2008 by the UK Government to “encourage, enable and reward organizations that are delivering services based on a genuine understanding of the needs and preferences of their customers and communities.” It is a generic framework and not university library specific. Quality frameworks such as CSE and LibQUALC have the benefit of providing tried and tested structures for detailed quality assessment that are accepted and well regarded by the communities in which they are used. As its name suggests, Customer Service Excellence concentrates on customer service aspects and aims to test in depth the areas that research has indicated are a priority for customers. This is interpreted as focusing on delivery, timeliness, information, professionalism, and staff attitude. The process also tries to develop a customer insight by aiming to record and understand the user’s experience in some detail. LibQUALC also has a strong customer emphasis, although it focuses specifically on libraries looking at the provision of library resources and the study environment as well as the more direct aspects of customer service. It uses a technique known as gap analysis to evaluate customer expectations as well as perceptions, in particular whether

Help is at hand: Reviewing and developing Welsh Academic Library Collaboration

This article describes the work undertaken for the Higher Education Libraries in Partnership (HELP) project by Wales Higher Education Libraries Forum (WHELF). The project received funding from Higher Education Funding Council for Wales (HEFCW) and was concerned with reviewing and developing Welsh academic library collaboration. The study describes the various elements of the project: Collaboration Review, E-Learning Feasibility Study, Journals Case Study, and the development of an Action Plan for future collaborative activity.

Review of Learning Resources, Regent’s College London (Now Regent’s University London)

The case study describes a strategic review of learning resources at Regent’s College London undertaken by an external consultant at a key point in the institution’s development, prior to the achievement of taught degree awarding powers and the attainment of university status. Information on the rationale and context for the review is given, and there is a detailed description of the methodology used, the outcomes of the review and the subsequent use made of the review report and its recommendations. The institution’s Chief Executive Officer, the Consultant and the Head of Learning Resources appointed following the review reflect on the review, its effectiveness and impact.

Quality, Universities and Their Libraries: An Overview

Abstract The overview considers the implications for universities and their libraries of an increasing governmental focus on market approaches, performance and accountability. Universities have become more likely to apply business practices and techniques and implement systems and organisational structures to ensure that quality processes are applied consistently and feedback acted upon to deliver continuous improvement. Libraries have also adopted a range of quality approaches and methodologies and sought to link closely to corporate and academic processes.

Academic Libraries and Research Support: An Overview

Abstract The introduction provides an overview of the ways in which academic libraries support research in the context of the research lifecycle. The traditional role of libraries in providing collections and support in finding information is being eroded by technological and electronic resource developments and researcher self-sufficiency. Potential new library services are outlined with a discussion of the obstacles that need to be overcome if librarians are to provide relevant and effective services. The key issues to consider in looking at the quality and effectiveness of library support for research are outlined.

Collaboration and Academic Libraries: An Overview and Literature Review

Abstract The chapter provides an overview and an extensive literature review of collaboration and academic libraries. There is consideration of different aspects of internal collaboration including: collaboration within the library service; collaboration of academic libraries with faculties, other support departments, and students; convergence and superconvergence; the role of liaison/subject librarians; embedded librarianship; information literacy; research support; and collaboration on library buildings and learning spaces. Coverage of external collaboration includes: local and regional collaboration; joint procurement; shared storage; joint-use libraries; work with the community; and national and international collaboration.

Reflections on Collaboration and Academic Libraries

Abstract The book includes an overview and literature review of collaboration and academic libraries and a number of case studies on collaborative initiatives involving academic libraries, both internally within the university and externally. This concluding chapter presents an analysis of the various chapters and case studies which make up the book in which the key themes, observations, and lessons learnt are identified and presented under a number of headings: context and drivers; benefits; constraints and barriers; collaborative activities; participant attributes. This provides a useful checklist for those planning or implementing collaborative initiatives.

Reflections on Quality and Academic Libraries

This chapter presents an overview of and reflections on the contributions to the book with discussion on the main themes and issues emerging. The themes include: working efficiently with others; dealing with change; the different quality approaches; communication and promotion; management and leadership. A model is presented for librarians and other to use when looking at the quality of academic libraries’ services and provision.

Quality Methods Used by Academic Libraries: An Overview

Abstract This overview looks at the methods academic librarians are using to assure themselves that their services are performing successfully, to continually improve their provision and to demonstrate high quality and effectiveness to their stakeholders. Coverage includes: use of quality management systems; statistics, data and benchmarking; work to assess customer satisfaction and service quality; links to strategic planning; and more recent work on outcomes, value and impact.