1. you are not alone* managing change in user/access services with compassion and commitment. Access Services Conference November 12, 2009 Mary Evangeliste Katherine Furlong Maureen O'Brien Dermott

2. o Assistant Director of Library Access Services o Dickinson College

3. Mary Evangeliste o Director of User Services and Outreach o Gettysburg College

4. What is a Gap Analysis? A process by which you examine your organizations by asking two essential questions: o Where are we? o Where do we want to be?

5. Gap Analysis current performance performance required

6. First things first List of tasks What were we all doing? What were we not doing? What skills did we need? What skills did we have? What was not getting done?

7. Current Situation o Ill work only happening between 8:30AM-4:00PM o Ill work done by one person o Training for night not as thorough as daytime o Reserves work only happening between 8:30AM - 6PM o Streaming video project getting larger o No consistent documentation

8. The gaps? o Need consistent student training o Ill work needs to happen at night o Reserves work needs to happen at night o More staff needed to help with streaming video o Must create consistent documentation for succession planning & training

9. Find a solution Create full time position that works 3-11PM –Sunday through Thursday o Will work with students during evening shifts o Will staff and manage evening ILL work o Will help with reserves work load in PM

10. Solutions cont. o Create staff position that is responsible for student training and management o Add five hours a week to current part time staff to work on creating consistent training materials and documentation

11. Maintain? TalkAssess Big Picture ChangeTweak

12. Katherine Furlong o Associate Director for Access and Administrative Services o Lafayette College

13. I’m a middle manager….

18. Case study: ILLiad @ Lafayette

21. Bibliography Bolman, L. G., & Deal, T. E. (2003). Reframing organizations : Artistry, choice, and leadership (3rd ed.). San Francisco, CA: Jossey-Bass. Brubach, H. (2009). You don't need more willpower. O, the Oprah Magazine. Collins, J. C. (2001). Good to great : Why some companies make the leap--and others don't (1st ed.). New York, NY: HarperBusiness. Goodstein, L. D., Nolan, T. M., & Goodstein, J. (2008). Applied strategic planning : An introduction (2nd ed.). San Francisco, Calif; Chichester: Pfeiffer; John Wiley distributor. Guerin, L., & DelPo, A. (2007). The manager's legal handbook (4th ed.). Berkeley, CA: Nolo. Kegan, R., & Lahey, L. L. (2001). How the way we talk can change the way we work : Seven languages for transformation (1st ed.). San Francisco: Jossey-Bass. Kegan, R., & Lahey, L. L. (2009). Immunity to change : How to overcome it and unlock potential in yourself and your organization. Boston, Mass: Harvard Business Press. Library Leadership Network. Library leadership network.http://lln.lyrasis.org/ Witten, D., Akong Tulku, & Rinpoche. (1999). Enlightened management : Bringing buddhist principles to work (1st U.S. ed.). Rochester, Vt: Park Street Press.