developing new services in library organizations
DESCRIPTION
A workshop for a library and information science class on management. Includes sections on innovation and new service development in libraries; project initiation and management; teamwork and leadership; and project politics.TRANSCRIPT
DEVELOPING NEW SERVICES IN
LIBRARY ORGANIZATIONS
A Guest Lecture prepared for Management Theory and Practice for Information Professionals
May 2012
UCLA GSEIS Karen Calhoun, AUL,
University of Pittsburgh
Some of the UCLA GSEIS Senior Fellows, Class of 2007
OUTLINE
1. New degree, new job: what are you getting yourself into?
2. The role of new product/service development
3. Initiating and running a new product development project
4. New product development teams
5. The politics of projects
6. From surviving to thriving: Failure, resilience and commitment
2
From here To someplace like here
UCLA GSEIS CORNELL UNIVERSITY LIBRARY
BY THE END OF SECTIONS 1-2, PLEASE
MAKE THREE NOTES:
1 main idea from this
section
1 point to ponder
1 insight I can apply
right now
3
WHAT ARE YOU GETTING INTO?
“If you work in an academic library and are under 35, you probably don't have a lot in common with your older counterparts.” --Stanley Wilder
More likely to work in areas beyond the confines of traditional librarianship, often in information technology.
Less likely to hold a degree in LIS (but plenty still do).
More diverse in ethnic and racial terms.
Nonsupervisory jobs likely to earn less; but high-tech jobs earn much more.
Large proportion of new hires work at jobs that didn’t exist for older colleagues
4 Wilder, Stanley. 2007. The new library professional. Chronicle of Higher Education Vol. 53, Iss. 25, p. C1.
LIBRARY TRADITIONAL SERVICE MODEL
Books
Journals
Newspapers
Gov docs
Maps
Scores
AV
Dissertations
Special
collections
Manuscripts
Papers
Univ records
Journal
articles
Conference
proceedings
Etc.
Library catalogs
Archives
Abstracting &
Indexing services
Public Services
Tech Services
Systems (IT)
Administration
6
Geocentric/
Aristotelian view:
The library and its
collections are the
sun
Heliocentric/
Copernican view:
the user is the sun;
the library is a
planet
Image: Original by Niko Lang. CC-BY-SA 2.5 http://en.wikipedia.org/wiki/File:Geoz_wb_en.svg
Five Most Desired Items Overall
Making electronic resources accessible from my home or office
Easy-to-use access tools that allow me to find things on my own
A library Web site enabling me to locate information on my own
Making information easily accessible for independent use
Print and/or electronic journal collections I require for my work
•The ‘wild user’ wants to use the library’s collections:
•At a distance from the library
•Independently and self-sufficiently
•This is an international phenomenon Martha Kyrillidou and Ann-Christin Persson. 2005. The New Library User in Sweden:
a LibQUAL+™ study at Lund University. Conference presentation. Available:
http://www.libqual.org/documents/admin/sweden_finalpaper3.doc
A NEW KIND OF LIBRARY
Build a vision of a new kind of library
Be more involved with research and learning materials and systems
Reach out to local communities in new ways
Make collections and services more visible locally and on the Web
Move to next generation systems and services
8
An online social network
BUT …
The library ‘brand’ is books
And
Lots of people today are willing to say “I don’t
need libraries”
And
The library share of ‘eyeballs’ on the Web is
comparatively small—even for the largest sites
9
Source: compete.com, 4 May 2012
6,843,743
2,037,619
1,650,606
1,065,032
918,053
734,785
396,402
336,437
333,044
303,402
115,761
101,151
82,783
54,353
24,443
21,749
21,635
books.google.com
scholar.google.com
loc.gov
sciencedirect.com
ucla.org
worldcat.org
openlibrary.org
memory.loc.gov
thomas.loc.gov
librarything.com
cdlib.org
arxiv.org
repec.org
catalog.loc.gov
oac.cdlib.org
escholarship.org
library.ucla.edu
Unique visitors/month in US - Feb 2012
Unique visitors/month
SEE HANDOUT
THE ROLE OF PRODUCT AND SERVICE
INNOVATION
All organizations rely on new products and services to maintain viability in the communities they serve
A significant percentage of use /sales comes from newly introduced products and services
Some high tech organizations expect a 100% turnover in their portfolio of products every five years
Libraries are not different in this regard
11 Adapted from Cooper, Robert. Winning at new products. Data from a study published by the Conference Board.
NEW PRODUCT / SERVICE FORECAST
8%
25%
67%
0% 10% 20% 30% 40% 50% 60% 70%
Lower than now
About the same
Higher than now
Dependence on New Products
12
From Cooper. Winning at new products.
LIBRARIES NEED INNOVATORS
“Organizations must be retooled, new skills must be learned or brought into the organization to ensure our viability.”
--Stephen Abram. Are libraries innovative
enough? Presentation at OLA Superconference, Feb. 3, 2006.
13
A FEW OF THE BARRIERS TO RAPID PRODUCT /
SERVICE INNOVATION
Unclear strategic objectives or vision
Organizational silos / lack of cooperation between departments
Lack of skilled project management; too many projects
Failure to address community needs
Frequent changes in requirements
Not enough time to do the work
14
Adapted from Hilmmelfarb, Philip A. Survival of the fittest.
WINNERS AND LOSERS New products / services fail because
1. Intended users don’t need it Inadequate understanding of community needs and
preferences 2. The product / service doesn’t work
Problems or defects 3. Intended users don’t understand it
Ineffective communications (marketing) 4. Intended users resist
Perceived risks (convenience, performance) Product incompatible with user values or work
practices Bad timing
15
Adapted from Crawford, C. Merle. New Products Management
END OF PARTS 1 AND 2—OVER TO YOU
1 main idea from this
section
1 point to ponder
1 insight I can apply
right now
16
3. INITIATING AND RUNNING A NEW
PRODUCT DEVELOPMENT PROJECT
A lightening introduction to project management
WHEN WE FINISH THIS SECTION YOU MIGHT
KNOW HOW TO:
Initiate a project
Identify key stakeholders
Identify project components
18
Project manager
YOU WON’T KNOW HOW TO …
Use “work packages”
Estimate how long each work package will take to complete
Allocate people to tasks
Account for dependencies
Logically sequence work packages
Create a schedule for a project
Estimate (and negotiate) the project completion date
Use project management software
E.g., Microsoft Project
Communicate effectively with stakeholders
Negotiate a contract
Manage risk
Execute and control and project
Lead organizational change
19
Seriously interested in professional certification as a project manager? Visit http://www.pmi.org/Certification.aspx
CASE STUDY: RELOCATE THE WHIRLIGIG COLLECTION
20
Image: John Tenniel, from Alice in Wonderland. Public domain. http://upload.wikimedia.org/wikipedia/commons/ b/ba/Alice_par_John_Tenniel_30.png
Image: Cover of 1915 edition. Public domain. http://en.wikipedia.org/wiki/ File:Peter_Pan_1915_cover.jpg
PROJECT INITIATION
Authorize expenditure of resources
Assign project manager
Establish roles and responsibilities of project manager and
other key participants
Identify high-level goals/objectives
Notify people/organizations affected by project
21
ROLE OF THE PROJECT MANAGER
Plan, organize, execute, control, close the project
Identify/communicate with stakeholders
Manage expectations
Build/maintain project team performance
Continuously balance the “triple constraint”
Anticipate and track risk
Communicate and manage relationships
22
NOW LET US BE PERFECTLY CLEAR… WHAT YOU
(IDEALLY) KNOW GOING INTO THE PROJECT
Project name
Project sponsor(s)
Project manager
Statement of purpose—reason for the project
Specific high level project deliverables
Authorized project resources (i.e., people, budget)
Basic project timeline
Schedule and budget constraints
23
GROUP WORK & CLASS DISCUSSION:
INITIATING THE WHIRLIGIG MOVE
Do you have the information that you, as the move leader, need to get started?
1. Who is the project manager?
2. Who is the project “sponsor”? (see handout—glossary)
3. Who is on the project team?
4. What is the scope of the project manager’s authority?
5. What is the purpose of the project?
6. Who are the key stakeholders? (see handout—glossary)
7. When the project is done, what will be different? (What are the “deliverables”?)
8. What is the budget for the project? What is the source of funds?
9. What human resources are available for the project?
10. What is the basic project timeline?
11. Are there any special constraints on the project?
HANDOUT: GLOSSARY
Project
Project sponsor
Champion
Stakeholder
Deliverable
Requirement
Triple constraint
Work breakdown structure
Work package
25
THE TRIPLE CONSTRAINT
26
Schedule (Time)
Resources (aka Cost
or Budget)
Project
Scope/Requirements
(aka Specifications)
GOALS, OBJECTIVES, TASKS, REQUIREMENTS
AND DELIVERABLES
Goal: “Enhance family relationships”
Objective: “Hold a family reunion in 2004”
Project “component”: “Pick date and location”
Requirements for date and location: Pick date/location convenient to large number of family members
Must not be a school day
Wheelchair accessible
Deliverable: the date and location
27
GETTING STARTED: IDENTIFYING PROJECT
COMPONENTS (MAJOR TASKS)
Each person get Post-It note pad
Write down 2 to 5 major components of a Family Reunion
Project—one major component per Post-It note
Articulate with a verb and an object -- for example:
Pick a date and a location
Serve food and beverages
Invite people
No discussion for now!
28
2 minute exercise
EXAMPLES OF MAJOR PROJECT
TASKS/COMPONENTS—FOR A FAMILY REUNION
Hold a Family Reunion
Pick date and location Send invitations Serve food
29
Goal: Enhance family relationships Objective: Hold a family reunion
NEXT STEP: IDENTIFYING PROJECT SUB-
COMPONENTS
Family Reunion
Pick date and location Send invitations Serve food
Plan menu Shop for groceries Cook food
30
Example of subcomponents for “serve food” component
A TYPICAL “WORK BREAKDOWN STRUCTURE”
31
Select date and location Send invitations
Evaluate cook books Review ideas with cooks Identify any dietary restrictions Finalize & communicate menu
Plan menu Shop for groceries Cook food
Serve food
Family Reunion
“Work
packages”
PROJECT CHANGES ARE INEVITABLE: BE
PREPARED!
32
Schedule
Resources
(aka Cost or
Budget)
Requirements
(aka Specs)
Do you remember
what this triangle is
called?
IF:
•SCHEDULE is cut THEN
must either get more
RESOURCES or reduce
REQUIREMENTS (or both)
•REQUIREMENTS increase
THEN must either increase
SCHEDULE or get more
RESOURCES (or both)
•RESOURCES are cut THEN
must either increase
SCHEDULE or reduce
REQUIREMENTS (or both)
…
NEGOTIATION
Avoid and resist irrational assumptions
It is impossible to do the impossible
The earlier bad news is known the better
Avoid stressing yourself out, negotiate instead
Use your influence – and your champion’s!
Don’t lose your nerve. You can do it!
33
END OF PART 3 – SPEAK TO ME!
34
THOUGHT ASSIGNMENT FOR BREAK:
WHAT MAKES A GOOD TEAM LEADER?
35
Write one idea on a Post-It and bring it back with you
BREAK: 15 MINUTES
36
4. LEADING AND PARTICIPATING IN NEW
PRODUCT DEVELOPMENT TEAMS
Leadership, influence, trust, and networking: and some tips for
coping when things aren’t going well
WHAT MAKES A GOOD TEAM LEADER?
Green thumb; small seeds, big trees
Driven; “miss a meal” pains
Leads from the middle
Velvet hammer
Tinker, tailor, try again
Manners matter
“Fly-eyed”
38
From Crawford, New Products Management
ROLES IN NEW PRODUCT TEAMS
Product/project manager
Sponsor
Team member (formal or ad hoc)
Other participants:
Champion
Reviewers, managers, committees, …
Other stakeholders
39
PERSONALITY TYPES TYPICALLY ON TEAMS
ALL ARE KNOWLEDGEABLE BUT SOME ARE:
Integrators Like relating to people from other
departments; want to be on the team
Receptors Respect others but don’t desire new
relationships; good contacts but not good team members
Isolates Specialists who want to work alone – also not
good team members
40
CROSS-FUNCTIONAL PROJECT TEAMS
Speed new product development
More likely to produce successful products
Ideal size of core team: 6 to 12 people
Team member more than a department’s
“representative”
Collaboration, not just cooperation
41
BEING EFFECTIVE WITH WHAT YOU HAVE
Be influential
Be trustworthy
42
WHAT DO I MEAN BY “BE INFLUENTIAL”?
Focus on your “circle of influence” – those things you can do something about
Don’t stress too much about your “circle of concern” – those things you care about but can’t control
Be a networker
Be visible, credible, or both
Emphasize influencing decisions rather than giving orders or “being right”
Give problems their proper weight and context
43
VISIBILITY AND CREDIBILITY: MEASURING POWER
AND INFLUENCE
44
High Visibility/ High Credibility
Low Visibility/ High Credibility
High Visibility/ Low Credibility
Low Visibility/ Low Credibility
SEEN AND HEARD
HEARD BUT NOT SEEN
SEEN BUT NOT HEARD
NEITHER SEEN NOR HEARD
Reddy, W. Brendan and Williams, Gil. The visibility/credibility Inventory. 1988 Annual: Developing Human Resources
GROUP WORK ON VISIBILITY/CREDIBILITY
INVENTORY
Divide into groups
Spend 5 minutes discussing the matrix (and your own results if you wish to share them)
Spend 5 minutes considering the implications for leading and participating in new product development teams
Report out (2 minutes per group)
45
5. THE POLITICS OF PROJECTS
Organizational influence strategies
WHAT IS POLITICS?
Actions and interactions with people that affect
the achievement of your goals
Using the power and influence of others to
mobilize people and resources to get things
done
“All the things that happen and you don’t know
why”—Anon.
47
BASIC ASSUMPTIONS
Politics are inevitable
Politics are necessary
Politics can’t be eliminated, but they can be
managed
Don’t assume politics is somebody else’s job
48
MAPPING THE STAKEHOLDER SYSTEM OF YOUR
PROJECT
Key to managing the politics of your project
So you focus your energy on influencing the right people
So you don’t forget anyone
So you can manage opposition and resistance
Prerequisite for “selling” your project from start to finish
49
A STAKEHOLDER SYSTEM HAS “CLIENTS”
Sponsoring client —person in position to set strategic goals; person who ultimately decides; person best able to break ties
Power client —person who grants access to people and resources; person with whom deals are struck
Legitimizer —person who protects the status quo; subject matter expert; person who influences acceptance
Opinion leader —Person who is receptive to new ideas; recognized as “up and coming”
Career influencer —your boss or bosses
Champion – advocates vigorously for the project
50
IDENTIFYING STAKEHOLDERS Who is paying? Who makes “buy” decisions? Who will use the results; who benefits? Who originates? Who defines “success”? Who is an expert? Who loses (credibility, something of value)? Who is open to the new idea? Who is good at stirring up excitement? Who evaluates against the status quo? Who is the first to see flaws or problems? Who will feel the impact? Who does the work? Who will maintain the outcome? Who knows the “big picture”—future direction?
51
GROUP EXERCISE: STAKEHOLDER ANALYSIS FOR THE
WHIRLIGIG MOVE PROJECT—GRAB YOUR POST-ITS!
52
POWER
CONCERN
INFLUENCE TACTICS
Reason – using facts and data
to develop a logical argument
Coalition – mobilize other
people
Friendliness – create good will
Assertiveness – a direct and
forceful approach
Negotiation – exchange of
benefits
Higher authority – gain the
support of higher ups to
mobilize others
Sanctions – use organizationally
derived rewards and
punishments
53
Want to assess your style? See Kipnis, David, and Stuart M. Schmidt. 1982. Profiles of organizational influence strategies (POIS). [San Diego, Calif.]: University Associates.
MANY PROJECT MANAGERS …
Try reason and friendliness first
Use assertiveness and higher authority second
Underuse coalition and negotiation
All tactics are good, when used in the right
circumstances and for the right reasons
54
END OF PART 5 – STILL ALIVE?
55
Almost to the finish line
By: markwaitkus http://flickr.com/photos/waitkus/2421085988/
6. FROM SURVIVING TO THRIVING
Failure, resilience and commitment
“FALL DOWN SEVEN TIMES; STAND UP EIGHT”—
JAPANESE PROVERB
Innovation is essential
There are many challenges Libraries and library sites competing for attention from their
communities
No free rides—libraries must deal with open market forces like everybody else
Project leadership and team skills are important -- more and more work is done this way in libraries
Organizational politics can’t be eliminated but they can be managed
It is work worth doing, that you can take great pride in
57
“THE LIBRARY IS A LIVING ORGANISM”—SR
RANGANATHAN
With your help, libraries will
carry forward, for the next
generations, the vital role
libraries have played …
Helping their communities
turn mere “information” into
insight, action, and the
progress of knowledge
58
Bartholdi’s Librarian
Photo: bdcoen CC-BY-NC-ND http://www.flickr.com/photos/bdcoen/6787653117/