1. 1 Libraries & IT Together What’s in it for us? (a view from middle management) University of Kansas October 21, 2005

2. KU Information Services Libraries & IT Together 2 Presenters Deb Ludwig, IT Director Enterprise Academic Systems Jeff Bullington, Data Services & Government Information Librarian Jerree Catlin, IT Director Program & Service Management

3. KU Information Services Libraries & IT Together 3 Founded in 1864. Perched on Mt. Oread. 29,590 students (KU & KU Medical School). 12,397 staff, including 2,201 faculty. ARL institution. KU Libraries hold 4 million volumes in 7 libraries. The University of Kansas Copyright, the University of Kansas, all rights reserved

4. KU Information Services Libraries & IT Together 4 The University of Kansas, Information Services The leader of our organization is our CIO, Denise Stephens, the Vice Provost for Information Services (IS). Our three divisions are: Information Technology Networking & Telecommunications Services Libraries

5. KU Information Services Libraries & IT Together 5 Why Information Services? The Information Services Mission Information Services provides systems and services to scholars, learners, leaders and managers, and each other to facilitate access to information and the innovative use of technology in support of learning, scholarship, and creative endeavor. Information Knowledge The fuel of the University

6. KU Information Services Libraries & IT Together 6 Why Information Services? Within Information Services, we work together to: Recognize the convergence of information and technology. Create campus-wide solutions together, particularly those that effect: the creation, access, and retrieval of information the ability to analyze, utilize, manipulate, and convert data the ability to distribute, disseminate, communicate, and preserve knowledge Reduce overlapping services and simplify service access & delivery.

7. KU Information Services Libraries & IT Together 7 Common Models for IT & Library “Integration” Basic Models (or Possible Phases) for Integration: Collaboration between IT & Libraries on projects or service delivery. Partial merger or reorganization of parts of the organization. Complete merger. The more complete the integration of the organization, the more complex and difficult the process will be. (Hirshon 21)

8. KU Information Services Libraries & IT Together 8 KU Information Services Model represents: A close collaboration and partial reorganization. A desire to bring the right teams of staff together in logical ways. A focus on learning and working together effectively.

9. KU Information Services Libraries & IT Together 9 The Literature: Considerations in Working Together?  A common observation is “ … content for libraries and conduit for computing specialists.” (Freeman, 13), This may, however, be less and less relevant.  Values may differ between librarians and technologists. For example. “There is a natural tension between functionality and security.” (Cain 178) However, each organization may have multiple cultures. User support staff may be culturally aligned with library public services staff.  Opportunities to collaborate and socialize may be as important as organizational structure in improving service to users.  Career preparation and professional identity differ. (MLS versus certifications, faculty or academic status for librarians.)  Library and campus dependence on IT has grown and change is rapid. Libraries without their own internal IT organization may find themselves in competition for resources.

10. KU Information Services Libraries & IT Together 10 Changing Environment … A Sense of Urgency KU Information Services is a response to the urgent needs of the University community for: anywhere/anytime access to information increasing desire to collaborate & share knowledge a growing number of channels for information exchange and delivery a growing reliance on technology for teaching, learning and research a desire for logical and simplified access to services

11. KU Information Services Libraries & IT Together 11 Needs of staff who work in Information Services “We” has changed. Definition of user has changed. Internal IS customers. External IS customers. Seek first to understand and then be understood. (Stephen F. Covey) Changing Environment …. a Sense of Urgency

12. KU Information Services Libraries & IT Together 12 IT systems are increasingly interdependent and interoperable our services overlap. We have the same customers. IAA Digital Library Services Courseware & Portfolios Campus Portal Library DBs (Licensed content) Changing Environment … a Sense of Urgency

13. KU Information Services Libraries & IT Together 13 PHASE I – The Early Years IT & Libraries primarily separate except for work on the mainframe library circulation system. Within IT, Administrative Computing, Academic Computing, Networking and Telecommunications very distinct and separate units. PHASE II – Services fragmented. Competing for Resources. Training, printing policies, workstations for students, storage, authentication systems, network resources. Our service model isn’t working. Dean of Libraries assigned to lead Information services. PHASE III – Learning to work together. “Getting to Know You.” Committees, joint projects, cooperative training experiments. Academic Data Research Services Alliance. Portal initiatives. Organizational Development, New Student Orientation, Summer camp participants. KU Brief History: IT & Libraries

14. KU Information Services Libraries & IT Together 14 PHASE IV : Early changes. Library IT group moves to central IT. IT Training & Library Instruction groups plan merger. Accelerating the pace with HVC2 … A “guiding coalition.” Collaborative learning spaces - improving campus learning centers, such as computer labs and library reference areas by integrating print and electronic resources; Collaborative learning spaces Quality of Service models for students, scholars, and decision makers - designing new service models and delivery methods such as the greater use of e-mail and instant messaging; andstudents,scholarsdecision makers Digital preservation, - preserving digital resources in such areas as human resource, student enrollment and scholarly research records. Digital preservation History. A Guiding Coalition Forms.

15. KU Information Services Libraries & IT Together 15 “The choice of organizational design […] should address a basic question, ‘What is best for the users?’ “ (Riggs viii) KU Information Services: Organizational Strategy

16. KU Information Services Libraries & IT Together 16 Scholarly Communication Technical Services Public Services Info. & Instructional Services Other Units Administrative Services Application Services Research Computing Technology Systems - Platforms Program Office & Service Mgt. Data Services Middleware Services Security Desktop Support Services Administrative Services “ […] content for libraries and conduit for computing specialists.” (Freeman, 13) KU Information Services: Organizational Strategy

17. KU Information Services Libraries & IT Together 17 Scholarly Digital Initiatives Scholarly Communication Technical Services Public Services Info. & Instructional Services Other Units Administrative Services Application Services Research Computing Technology Systems - Platforms Program Office & Service Mgt. Data Services Middleware Services Security Desktop Support Services Administrative Services KU Information Services: Organizational Strategy

18. KU Information Services Libraries & IT Together 18 Digital Preservation Steering Committee Scholarly Communication Technical Services Public Services Info. & Instructional Services Other Units Administrative Services Application Services Research Computing Technology Systems - Platforms Program Office & Service Mgt. Data Services Middleware Services Security Desktop Support Services Administrative Services Strategic Initiatives KU Information Services: Organizational Strategy

19. KU Information Services Libraries & IT Together 19 Integrated Library Management System & Library Catalog Scholarly Communication Technical Services Public Services Info. & Instructional Services Other Units Administrative Services Application Services Research Computing Technology Systems - Platforms Program Office & Service Mgt. Data Services Middleware Services Security Desktop Support Services Administrative Services KU Information Services: Organizational Strategy

20. KU Information Services Libraries & IT Together 20 Public Computing in Labs & Libraries Scholarly Communication Technical Services Public Services Info. & Instructional Services Other Units Administrative Services Application Services Research Computing Technology Systems - Platforms Program Office & Service Mgt. Data Services Middleware Services Security Desktop Support Services Administrative Services KU Information Services: Organizational Strategy

21. KU Information Services Libraries & IT Together 21 Bibliographic Instruction & Computer Training Scholarly Communication Technical Services Public Services Info. & Instructional Services Other Units Administrative Services Application Services Research Computing Technology Systems - Platforms Program Office & Service Mgt. Data Services Middleware Services Security Desktop Support Services Administrative Services KU Information Services: Organizational Strategy

22. KU Information Services Libraries & IT Together 22 User Information & Help Desk Scholarly Communication Technical Services Public Services Info. & Instructional Services Other Units Administrative Services Application Services Research Computing Technology Systems - Platforms Program Office & Service Mgt. Data Services Middleware Services Security Desktop Support Services Administrative Services KU Information Services: Organizational Strategy

23. KU Information Services Libraries & IT Together 23 Scholarly Communication Technical Services Public Services Info. & Instructional Services Other Units Administrative Services Application Services Research Computing Technology Systems - Platforms Program Office & Service Mgt. Data Services Middleware Services Security Desktop Support Services Administrative Services Human Resources Staff Development Financials KU Information Services: Organizational Strategy

24. KU Information Services Libraries & IT Together 24 Business Architecture Applications Architecture Admin. Acad. Web Information Architecture Collections / Resources Technical Architecture Data Management Application Integration Core: Identity / Directories Network Integration Middleware Network: wire / backbone / infrastructure Platforms Servers / OS / Storage devices User Devices Utilities Operations Data Center Network Switch Room Security Management Service Management KU Information Services: Business Architecture

25. KU Information Services Libraries & IT Together 25 Tangible Benefits Proactive – User focus. Holistic approach to service. Virtual teams created around service, not organizational structure. Mandates joint planning, prioritization and assessment for services and systems. Relies on a common set of “Best Practices” in administering services and systems.

26. KU Information Services Libraries & IT Together 26 Lesson Learned…Middle Management Observations Organization Organizational readiness and flexibility was important. Need a vehicle for change…HVC2 was ours. Re-positioning staff did not cause spontaneous combustion, BUT physical relocation was painful…at least initially. Staff: For some staff, the tasks, the rules, the processes define who they are. Tolerance for change without knowing where we are going is harder. Individual personalities make a difference. Process: Transition takes time and required dominos to fall into place. Messages from leadership are most effective when synchronized across the organization. A “getting to know you” period is beneficial. To improve working together, some services may need to change.

27. KU Information Services Libraries & IT Together 27 Provide support & reassurance for staff to help them see themselves in the new organization. Deal with the clutter: Create a cross-functional unit to help with the transition; Think about services temporarily displaced and keep them running smoothly; Prepare facilities for a smooth transition; Keep HR informed of anticipated staffing changes; Create a “holding place” for services that are no one’s business temporarily…dominos don’t always fall in order; Accounting changes need to be clear to all…how will money be handled. Keep organization’s eyes on the prize…it’s more about our users than about ourselves. Suggestions for Implementing Change

28. KU Information Services Libraries & IT Together 28 Look to users for evidence that change is needed. As you meet & talk about merging, consider using facilitation. Keep communication flowing between managers. They will need time to talk and be on the “same page” at relatively the same time. When you ask for staff input, try to respond in a timely and constructive manner. Be patient. Sweeping up the remnants of the old organization may take time. Suggestions for Implementing Change

29. KU Information Services Libraries & IT Together 29 Lessons Learned: Consider Kotter’s Model for Change Dr. John P. Kotter provides a framework for leading change in 8 steps: 1.Establishing a Sense of Urgency. 2.Creating the Guiding Coalition. 3.Developing a Vision and Strategy. 4.Communicating the Change Vision. 5.Empowering Broad-Based Action. 6.Generating Short/Term Wins. 7.Consolidating Gains and Producing More Change. 8.Anchoring New Approaches in the Culture (Tillman p. 8)

30. KU Information Services Libraries & IT Together 30 Personal Perspectives Are we becoming better service providers? [Cartoon – “On the internet, no one knows you’re a dog”] QUESTIONS?

31. KU Information Services Libraries & IT Together 31 For Further Information Presentation: http://kuscholarworks.ku.edu http://kuscholarworks.ku.edu KU Libraries Web Site: http://www.lib.ku.edu IT/IS Program & Service Mgt. office: http://www.technology.ku.edu/psmo/ HVC 2 Website: http://www.ku.edu/~hvc2/ http://www.ku.edu/~hvc2/ Information Services Website: http://informationservices.ku.edu http://informationservices.ku.edu

32. KU Information Services Libraries & IT Together 32 Contact Us: Jeff Bullington: jsbull@ku.edu@ku.edu Jerree Catlin: catlin@ku.educatlin@ku.edu Deborah Ludwig: dludwig@ku.edudludwig@ku.edu

33. KU Information Services Libraries & IT Together 33 Copyright, Deb Ludwig, Jeff Bullington, and Jerree Catlin, 2005. This work is the intellectual property of the authors. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the authors. To disseminate otherwise or to republish requires written permission from the authors.

34. KU Information Services Libraries & IT Together 34 Cain, Mark. “The Two Cultures? Librarians and Technologists” The Journal of Academic Librarianship 29 (2003): 177-181 Hardesty, Larry, ed. Books, Bytes, and Bridges; Library and Computer Centers in Academic Institutions. Chicago: American Library Association, 2000. Riggs, Donald E. “Forward.” Hardesty vii-viii. Seiden, Peggy; Kathman, Michael D. “A History of the Rhetoric and Reality of Library and Computing Relationships.” Hardesty 1-12. Freeman, Robert S; Mandernack, Scott B.; Tucker, John Mark. “An Issue in Search of a Metaphor: Readings on the Marriageability of Libraries and Computing Centers.” Hardesty 13-25. Hirshon, Arnold. Integrating Computing and Library Services: An Administrative Planning and Implementation Guide for information Resources. Boulder, CO: EDUCAUSE, 1998] (CAUSE Professional Paper Series, no. 18) Tillman, Martin. “A Model for Change.” Contract Management. (March 2003).8-13. Selected Bibliography