You Are Not Alone*: Managing Change in User/Access Services with Compassion and Commitment

Abstract

In this panel presentation three managers of Access Services share the triumphs, disappointments and the "down right uncomfortable" work of transforming a user/access services department. Changes in the user/access service areas are inevitable; systems change and improve, vendors change, production numbers increase or decrease and technology dictates changes in work flow. How can we learn from each other instead of feeling as if we are in this all alone? How can we strive to create respectful workplaces while also asking employees to change when they are comfortable with the current state of their unit? We will discuss how to conduct a gap analysis to identify areas that need improvement, system analysis to aid in the sometimes-contentious abandonment of legacy services, and the most important component of change leadership - how to communicate clearly and effectively with staff so that are informed, educated and feel that they are fundamental in the success of the transformation.