Analyzes the impact of the change in management approach in two academic libraries from hierarchy to teams and examines differences between the expected and actual results. Discusses strategies from for-profit organizations that may be adopted by not-for-profit institutions and considers the inclusion of student workers in the team approach. (LRW)

This case study examines how analyzing inaccurate referrals can provide key insights into managing change. The author analyzes what went wrong in an attempt to identify opportunities for an Access Services department to consider how it might adapt to constant change. She wishes to show how the nature of change today demands that one pay…