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How to move from results to action

Learn how to effectively utilize user feedback and organizational change models to drive action and improve library services. This presentation discusses the limitations of user feedback, outlines a systems model for organizational change, and provides strategies for developing a library strategy based on user/stakeholder feedback and environmental trends.

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How to move from results to action

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  1. How to move from results to action Duane Webster Association of Research Libraries LibQUAL+™ Results Meeting Brighton, UK July 7, 2004 old.libqual.org

  2. Limitations of Listening to Users • Users have a limited frame of reference • Users focus on past and current experience • Users tend to offer incremental, rather than bold, suggestions • Users are less familiar with potential of future possibilities • Innovation is the responsibility of staff Anthony W. Ulwick, Harvard Business Review, January 2002 old.libqual.org

  3. Systems Model for Organizational Change FUTURE ENVIRONMENT FUTURE ENVIRONMENT CURRENT ENVIRONMENT RESOURCE ALLOCATION STRUCTURE AND SYSTEMS SERVICES WORK PROCESSES PEOPLE/SKILLS CULTURE/CLIMATE VISION OUTPUTS INPUTS MISSION OUTCOMES & GOALS SUPPLIERS USER/STAKEHOLDER FEEDBACK FROM: Demming, Edwards. Out of Crisis. Cambridge, MA: MIT, 1986.

  4. Public-Sector and Non Profit Organizations The Mission Kaplan, Robert S., and David P. Norton. Strategy Maps: Converting Intangible Assets into Tangible Outcomes. Boston: Harvard Business School Press, 2004.

  5. Shaping Library Strategy Strengths and Weaknesses: Academic and Financial Leadership: Abilities and Priorities Traditions, Values and Aspirations LIBRARY STRATEGY The Competitive Situation: Threats and Opportunities Market Preferences, Perceptions, and Directions Environmental Trends: Threats and Opportunities From: Keller, George. Academic Strategy. Baltimore: The Johns Hopkins University Press, 1983.

  6. University of Florida Libraries Strategic Planning Process • Information Gathering (Internal and External) • LibQUAL+ results analysis • Environmental Scan • Coordinate with University Strategic Plan Review and Report • All-staff meetings • Departmental and individual reviews • Management Reports Modify Goals, Scorecards, Vision, Mission • Update scorecards • New SMART goals First season - direction setting Second season - operations Develop New Measures • Annual LibQUAL+ • Focus Groups • Supplemental Surveys Learning Activities • Culture of Assessment Workshop • Implementation Team Research • Service Quality Academy

  7. BRIDGES’ MODEL OF CHANGE Source: Bridges, William. Managing Transitions: Making the Most of Change. Reading, MA: Addison- Wesley, 1991

  8. The Eight Steps for Successful Large-Scale Change Kotter, John P. The Heart of Change. Boston: Harvard Business School Press. 2002

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