Through vision, leadership, and creativity, Salisbury University's Blackwell Library transformed its access services department structurally and philosophically to better position itself to meet, and strive to exceed, today's user needs and expectations. Restructuring and the introduction of new leadership and new ideas provided the foundation for…

This paper outlines the emerging trends for leadership in the knowledge era. It discusses these within the context of leading, creating and sustaining the performance development cultures that libraries require. The first step is to recognise that we all need to take leadership personally no matter whether we see ourselves as leaders or followers.…

Library scholars and practitioners have frequently reflected on the various factors that in combination make up a hospitable library, but there has been little theoretical synthesis of the notion of the library as a place of hospitality. The hospitality industry provides a rich vein of theoretical material from which to draw definitions of…

Over the years, the Columbus Metropolitan Library (CML) has experimented with various continuous improvement initiatives. Some projects fizzled owing to the universal killers of grand ideas such as inertia, inconsistent implementation, lack of buy-in, "flavor of the month" attitude, and the all-time favorite: if they ignore this idea it…

The University of Chicago's Joseph Regenstein Library Bookstacks Department has used process mapping and continuous improvement to successfully improve its overall operations. The most recent efforts focus on Lean manufacturing, an initiative centered on eliminating waste in manufacturing processes. The conversion of the Bookstacks Department from…

Being "good enough" is no longer adequate for today's library and staff. Total Quality Management (TQM) is a system and philosophy which guides a unified effort towards delivering excellent goods and services. In this video, not available at ERIC, Connie Merritt shows how TQM helps all of a library's departments work together to satisfy…

This study examines the implementation of Total Quality Management (TQM) in the Library/Learning Resources Centers (LRC) of Columbia State Community College, Columbia, Tennessee; Delaware County Community College, Media, Pennsylvania; and Guilford Technical Community College, Greensboro, North Carolina. To place the LRCs' TQM experiences in proper…

Explain's Duke University Library's change from a hierarchical management structure to one of self-managing teams developed within a total quality management (TQM) framework. Emphasizes the personal views and experiences of a manager responsible for implementing and guiding the process of change. (JKP)

Advocates the need for libraries to identify, nurture, and sustain new partnerships given rapid technological advancements and trends in information economics. Principles of partnerships are described, including Total Quality Management (TQM), negotiation, seamless connectivity, performance data, trust, patience, and perseverance; and steps in the…

Information services managers have a responsibility to provide the best information delivery possible. The basic principles of total quality management can be used by information professionals to help justify library funding through the creation of an environment where customer-patron satisfaction is paramount. This book reveals how to apply the…

This report provides a summary of the activities of the South Carolina State Library. The highlight of the year was development and adoption of the "Agenda for Change," a program which makes the Library more responsive to the needs of public libraries. As a result, the Library evaluated its personnel needs and transferred vacant…

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…

The 25 papers presented at this symposium focus on the future of libraries and library services in an ever evolving Information Age. The papers deal with topics such as: economic and political issues in determining the future of the professionally managed library; adding value to library services; the need for librarians and library educators who…