Technology Trends Affecting Libraries: Handling the Challenges Change Creates Nina Platt Colleague Connection 2008 April 2, 2008

Overview Intro Briefly discuss Change Management (CM) Introduce trends Apply CM models to current trends Summary

Intro

Briefly discuss Change Management (CM)

Introduce trends

Apply CM models to current trends

Summary

How I Came To Respect Change

John Kotter’sEight Stage Process of Creating Major Change Create urgency Anchor new approaches in culture Consolidate gains; produce more change Generate short term wins Empower broad based action Form vision and strategy Communicate the vision Broad-based coalition 2 5 4 1 3 6 7 8

The Psychology of Transition William Bridges, Managing Transitions Saying goodbye Shifting into neutral Moving Forward

William Bridges, Managing Transitions

Saying goodbye

Shifting into neutral

Moving Forward

The Psychology of Transition Time Level of Management Ending Losing Letting Go The Neutral Zone The New Beginning

How to Help People in Transition Learn to describe the change and why it must happen, and do so succinctly Be sure that the details of the change are planned carefully Understand what is ending (and what is not) and for who Make sure that steps are taken to help people respectfully let go of the past William Bridges and Susan Mitchell Bridges, “ Leading Transition: A New Model for Change” Leader to Leader

Learn to describe the change and why it must happen, and do so succinctly

Be sure that the details of the change are planned carefully

Understand what is ending (and what is not) and for who

Make sure that steps are taken to help people respectfully let go of the past

How to Help People in Transition Create temporary solutions to the temporary problems and the high levels of uncertainty found in the neutral zone Help people launch the new beginning by articulating the new attitudes and behaviors needed to make the change work Help people through the neutral zone with communication (rather than simple information) that emphasizes connections with and concern for the followers Bridges Continued

Create temporary solutions to the temporary problems and the high levels of uncertainty found in the neutral zone

Help people launch the new beginning by articulating the new attitudes and behaviors needed to make the change work

Help people through the neutral zone with communication (rather than simple information) that emphasizes connections with and concern for the followers

The 4 P’s of Communication The Purpose : Why we have to do this The Picture : How the attainment of our goal will look and feel The Plan : How we get there, step by step The Part : What you can and must do to help us move forward (What do I have to do or what’s in it for me?) Bridges Continued

The Purpose : Why we have to do this The Picture : How the attainment of our goal will look and feel The Plan : How we get there, step by step The Part : What you can and must do to help us move forward (What do I have to do or what’s in it for me?)

Technology Trends Web 2.0 Enterprise 2.0 Social Networking Enterprise Content Management Gaming

Web 2.0

Enterprise 2.0

Social Networking

Enterprise Content Management

Gaming

Web 2.0

Web 2.0 Set of existing applications that together create new ways to collaborate, share knowledge, and more. Blogs Wikis Chat Enterprise Search Content Management Tagging – Folksonomy vs Taxonomy

Set of existing applications that together create new ways to collaborate, share knowledge, and more.

Blogs

Wikis

Chat

Enterprise Search

Content Management

Tagging – Folksonomy vs Taxonomy

Challenges with Web 2.0 Requires new knowledge sets Value not seen by some Hardware may not support the feature rich tools Need to support existing paradigm while building on the new technology IT may not provide the support needed within a Web 2.0 environment

Requires new knowledge sets

Value not seen by some

Hardware may not support the feature rich tools

Need to support existing paradigm while building on the new technology

IT may not provide the support needed within a Web 2.0 environment

Techniques for Managing Change affected by Web 2.0 Think about the Web 2.0 technologies you already have in place Engage your community and staff in deciding how Web 2.0 will be implemented Work with IT to help them understand the value of Web 2.0 technology Take your time Have a plan and monitor progress

Think about the Web 2.0 technologies you already have in place

Engage your community and staff in deciding how Web 2.0 will be implemented

Work with IT to help them understand the value of Web 2.0 technology

Take your time

Have a plan and monitor progress

Enterprise 2.0 Use of Web 2.0 within organizations Implementation is similar regardless of library type with one exception. Libraries that are part of a larger enterprise need buy-in at a higher level Supports Knowledge Management

Use of Web 2.0 within organizations

Implementation is similar regardless of library type with one exception.

Libraries that are part of a larger enterprise need buy-in at a higher level

Supports Knowledge Management

Enterprise 2.0 – SLATES Search – Better search engines that serve the enterprise Links - Give users the power to add links Authoring – Blogs & wikis Tags - Folksonomy Extensions – Categorization & pattern matching Signals – Current awareness using RSS Andrew McAfee

Search – Better search engines that serve the enterprise

Links - Give users the power to add links

Authoring – Blogs & wikis

Tags - Folksonomy

Extensions – Categorization & pattern matching

Signals – Current awareness using RSS

Andrew McAfee

Challenges with Enterprise 2.0 Adopted and accepted more slowly than web 2.0 Changes more central to daily workflow of individual Needs buy-in at many levels and for different purposes

Adopted and accepted more slowly than web 2.0

Changes more central to daily workflow of individual

Needs buy-in at many levels and for different purposes

Techniques for Managing Change affected by Enterprise 2.0 Similar to Web 2.0 approach Spend time developing a vision and building a coalition Communicate the value through writing and speaking in as many venues or formats as possible Like Web 2.0 tackle one project/change at a time

Similar to Web 2.0 approach

Spend time developing a vision and building a coalition

Communicate the value through writing and speaking in as many venues or formats as possible

Like Web 2.0 tackle one project/change at a time

Social Networks Change and the transitions it creates is individual But, Networks influence how individuals change including: How fast How happily How productively How intelligently

Change and the transitions it creates is individual

But, Networks influence how individuals change including:

How fast

How happily

How productively

How intelligently

Techniques for Managing Change affected by Social Networks Create opportunities to develop relationships further within the group – especially if the network is newly formed Build a training program for the networks Develop a plan for managing knowledge Use a social or professional network site to gain understanding

Create opportunities to develop relationships further within the group – especially if the network is newly formed

Build a training program for the networks

Develop a plan for managing knowledge

Use a social or professional network site to gain understanding

Enterprise Content Management (ECM) Merger of: Email management Document management Records management Knowledge management

Merger of:

Email management

Document management

Records management

Knowledge management

Challenges with ECM Software still in development phase with some early entries: Interwoven NetDocuments Requires a large investment in time and money Requires change in workflow that some may resist

Software still in development phase with some early entries:

Interwoven

NetDocuments

Requires a large investment in time and money

Requires change in workflow that some may resist

Techniques for Managing Change in ECM Consider building Portal functions that put content in context as a first step Develop and implement a communication plan that outlines how you plan to connect with your patrons Tell them what’s coming, tell them again when the change takes place, and tell then them what changed – offering your support

Consider building Portal functions that put content in context as a first step

Develop and implement a communication plan that outlines how you plan to connect with your patrons

Tell them what’s coming, tell them again when the change takes place, and tell then them what changed – offering your support

Gaming Games test our problem-solving skills; Games are inclusive; Games create community; Games facilitate learning; Games provide fields for practice of leadership and team skills; and Games develop identity. Jenny Levine “Gaming and Libraries: Intersection of Services”

Games test our problem-solving skills;

Games are inclusive;

Games create community;

Games facilitate learning;

Games provide fields for practice of leadership and team skills; and

Games develop identity.

Challenges with Gaming May be a hard sell for some library boards or communities May be difficult for some library staff members to accept

May be a hard sell for some library boards or communities

May be difficult for some library staff members to accept

Techniques for Managing Change affected by Gaming Create a plan for communicating the benefits of a gaming program to stakeholders – this must come first Suggest a test run to test value If test is successful, involve different generations in planning Document decisions, policies, procedures, etc.

Create a plan for communicating the benefits of a gaming program to stakeholders – this must come first

Suggest a test run to test value

If test is successful, involve different generations in planning

Document decisions, policies, procedures, etc.

The Library Staff & Change Management They face minute-by-minute and day-to-day changes. They need to participate in planning for the future They need support for their own transitions They need to be able to both celebrate and mourn a change They need to know how to help others as change happens

They face minute-by-minute and day-to-day changes.

They need to participate in planning for the future

They need support for their own transitions

They need to be able to both celebrate and mourn a change

They need to know how to help others as change happens

Summary Plan for change Project plan Communication plan Training plan Communicate from start to finish Honor what’s ending and what’s beginning Respect that we all go through transitions in different ways

Plan for change

Project plan

Communication plan

Training plan

Communicate from start to finish

Honor what’s ending and what’s beginning

Respect that we all go through transitions in different ways

Resources Kotter, Leading Change . Harvard Business School Press, 1996. Nelson & Aaron, The Change Management Pocket Guide: Tools for Managing Change . Change Guides LLC, 2005. Bridges & Bridges, "Leading Transition: A New Model for Change," Leader to Leader Spring 2000, at http://www.pfdf.org/leaderbooks/L2L/spring2000/bridges.html Dreyfuss, "How to Understand and Manage Organizational Change and Its Effect on People," Gartner Research, 2005. Levine, Jenny “Gaming and Libraries: Intersection of Services,” Library Technology News , April 2008 v.44, issue 3. Lientz & Rea, Breakthrough IT Change Management: How to Get Enduring Change Results . Elsevier, 2004. Cameron & Green, Making Sense of Change Management: A Complete Guide . Kogan Page, 2003.

Kotter, Leading Change . Harvard Business School Press, 1996.

Nelson & Aaron, The Change Management Pocket Guide: Tools for Managing Change . Change Guides LLC, 2005.

Bridges & Bridges, "Leading Transition: A New Model for Change," Leader to Leader Spring 2000, at http://www.pfdf.org/leaderbooks/L2L/spring2000/bridges.html

Dreyfuss, "How to Understand and Manage Organizational Change and Its Effect on People," Gartner Research, 2005.

Levine, Jenny “Gaming and Libraries: Intersection of Services,” Library Technology News , April 2008 v.44, issue 3.

Lientz & Rea, Breakthrough IT Change Management: How to Get Enduring Change Results . Elsevier, 2004.

Cameron & Green, Making Sense of Change Management: A Complete Guide . Kogan Page, 2003.