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A Practical Approach to Implementing Workflow Change by Nicole Pelsinsky


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Adopting a new product, service, or workflow can be time-consuming and difficult in any type of library. Learn how to get staff buy-in to the process and which milestones and methods.

Published in: Education, Technology
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A Practical Approach to Implementing Workflow Change by Nicole Pelsinsky

  1. 1. PRACTICAL STEPS FOR PRACTICAL PEOPLE: IMPLEMENTING WORKFLOW CHANGE April 10th, 2014 Nicole Pelsinsky, MLIS Presented to the Texas Library Association
  2. 2. Agenda  Why Change?  Evaluating What You Need  Soliciting Information  Selecting What To Do  Implementation  Marketing and Launch  Measurement and Evaluation  Key Takeaways • Mea 4/24/2014 2
  3. 3. 4/24/2014 3 Why Change?
  4. 4. 4/24/2014 4 Disruption
  5. 5. 4/24/2014 5 Change and People?
  6. 6. 4/24/2014 6 Sometimes, it really might be “Who Moved My Cheese?” but….
  7. 7.  Have a clear goal and vision  Be positive and have a sense of humor  Try and see the big picture  Remember your own individual contributions and value  Be open about what is not working  Focus on what success looks like – but keep in mind that might not look the same for everyone 4/24/2014 7 Practical Ideas for Managing Change
  8. 8. 4/24/2014 8 Evaluating What You Need
  9. 9. 4/24/2014 9 Soliciting Information – Key Patrons
  10. 10. 4/24/2014 10 Soliciting Information – Focus Groups
  11. 11.  50 Guidelines for Conducting Focus Groups - http://www.qualitative- groups/  Basics of Conducting Focus Groups -  Tips for Conducting Focus Groups - D.8-07.pdf  Use of a focus groups in a library’s strategic planning process -  Hutchins Library, Focus Group Interviews -  Libraries for Children and Young Adults, IFLA Section – ya/publications/guidelines-for-childrens-libraries-services_background- en.pdf ya/publications/guidelines-for-childrens-libraries-services_background- en.pdf 4/24/2014 11 Soliciting Information – Focus Groups
  12. 12. 4/24/2014 12 Soliciting Information – Survey Questions
  13. 13.  Library User Survey Templates and How-Tos:  New York State Library Survey Tutorial:  National Library of New Zealand: collection/library-surveys  New Mexico State Library: le&id=206&Itemid=104  South Plainfield Public Library Survey: %5D.pdf  Montana State Library: Library-Surveys.pdf 4/24/2014 13 Soliciting Information – Survey Questions
  14. 14.  Start with simple questions  Be deliberate – use clear sentences and wording patrons will understand  Ask one item per question  Have the questions flow from one to the next  Provide enough space for open-ended answers  Provide a comprehensive range to closed- ended ones, including a ‘neutral’ category – if appropriate 4/24/2014 14 Soliciting Information – Writing Survey Questions
  15. 15. • Surveys 4/24/2014 15 Soliciting Information – Survey UIs
  16. 16. Examples of Library Online Surveys  Brewer Public Library:  Multnomah County Library:  Henderson State University: Free to Low-Cost Survey Tools  Surveymonkey (Library Services Survey example): o_2f7A_3d_3d  Zoomerang:  Google Forms:  Surveyz: 16 Soliciting Information – Survey UIs
  17. 17. • Be objective – Consider having someone in the room who is not familiar with the process, who can ask clarifying questions • You may need to capture workflow at several levels and across teams • Capture the tasks distinctly, but without being pedantic • Expect it to be messy, until it’s not 17 Soliciting Information – Workflow Assessment
  18. 18. • Think about the process you want to focus on • Talk through all of the tasks • List out all of the tasks – As you list them out, think in ‘yes/no’, ‘pass/fail’, ‘active/passive’, ‘something/nothing’ – Walk through each branch in the workflow logic • Expect to revise the list, because you are going to forget stuff • Mark up notations in places where there are special cases • Mark up places where there are perceived bottlenecks, dependencies, or any individual points of failure 18 Soliciting Information – Capturing Workflow
  19. 19. 19 Soliciting Information – Incentives!
  20. 20. 4/24/2014 20 Prioritizing from the „Laundry List‟
  21. 21.  What kind of budget do you have?  What resources are available?  Does it need to be outsourced or in- house?  What is the timeline?  What do stakeholders expect? (i.e. provost or patrons or staff) 4/24/2014 21 Selecting what to do
  22. 22. What is the difference between RFI and RFP? RFI Process  Pull together broad questions about a subject, like ‘discovery’, for instance  Use these questions to then fuel what you’d consider for an RFP  This also allows the respondent to ask for further clarification if needed 4/24/2014 22 More Formal - RFI (and RFP)
  23. 23.  Does the technology meet your needs?  Does the content meet your needs?  Pricing?  Maintenance?  Support?  Metrics and analytics?  Do you need to build in SLAs? 4/24/2014 23 More Formal – RFP Questions
  24. 24.  RFP 101: are-you-asking-the-right-questions/  Sample RFP Questions to Ask Vendors: ple-RFP-Questions-to-Ask-Vendors.html  How to Improve Your RFP:  How to Write a Request for Proposal: 4/24/2014 24 More Formal – RFP Questions
  25. 25. 4/24/2014 25 Less Formal
  26. 26. 4/24/2014 26 Implementation
  27. 27.  What is the project scope?  What method(s) will be used to complete the project?  Who is involved, and when?  What are the specific tasks, and how long will each take?  Do you need to track costs as well?  What is your back-up plan and what happens if the project slips? 4/24/2014 27 Implementation – Project Planning
  28. 28. Milestones  Provides critical points in the project Activities  Instructions tell people what they need to do Deliverables  Activity-based points in the process Outcomes  Focuses on the goals or objectives of the project 4/24/2014 28 Implementation – Process
  29. 29. 4/24/2014 29 Example Project Plan
  30. 30. Training  What do you need?  When do you need it?  Who can supply it? And does the ‘who’ need to be you?  Repetition Documentation  What do you need?  When do you need it?  Who can supply it? And does the ‘who’ need to be you?  Ready access and easily available 4/24/2014 30 Implementation – Training and Documentation
  31. 31. 4/24/2014 31 Marketing and Launch eWorld2012_freecomputerdesktopwallpaper_1920.jpg
  32. 32. Consider your Audience  Who are you telling and why does it matter to them?  How do they best receive new information? – make sure you ask while doing your focus groups, surveys, etc.! Marketing  How much of a splash do you want to make?  In person events  Social Media Push  Set up training sessions for people (vendor or library staff)  Attend events where you can market the new whatsit  Newsletters 4/24/2014 32 Marketing and Launch – For Others
  33. 33. Preparing Your Staff  Ensure that your staff is ready to do training, if needed  Ensure that your staff is ready to do troubleshooting  Make sure you have the collateral you need  Write help articles, cheat sheets  Make sure all of the different access methods are covered (mobile, portal etc.) 4/24/2014 33 Marketing and Launch – For You
  34. 34.  The traditional measurement and evaluation…  Plus - document, document, document  What’s next? POSTMORTEM 4/24/2014 34 Measurement and Evaluation
  35. 35.  Expect any potential change to have impacts – it’s okay!  There are lots of options for evaluating what you need and soliciting information  The process can be formal or informal, depending on your library’s needs  Allow time  To talk through changes;  Try out different processes and be honest about where something might not work;  To not be as efficient as you’ll want to be when its ‘habit’  Encourage questions, but don’t let people whine   Take advantage of training and documentation!  Capitalize on new *anything* by communicating broadly ‘what it is and why it’s needed’  Reward people for their time and efforts  Follow up after its all over  Make a record of how it went;  What to improve on next time;  What items are on the ‘laundry list’ for the future;  Use your metrics, scale of measure to illustrate improvements 4/24/2014 35 Key takeaways and next steps
  36. 36. • Nicole Pelsinsky – MLIS • Product Management Lead • • • With special thanks to Jennifer Robbins and John Reynolds for their assistance with this presentation! 4/24/2014 36 Thank you!