MANAGING THE WORKFLOW Helen ClarkeUniversity of Calgary

 Technology is a slowly exploding bomb in the library  Staff, work and organizational roles will all change, we have to push past print metaphors and encounter electronic information on its own terms—the technology will determine our structure Technological Determinism

Task Artifact Cycle Current Workflow Start using the ERMS Wow! The ERMS lets us do things differently Demand changes to the ERMS to support new workflow

Assembly Line to Operating Room Discrete Time’s Arrow Parking Standardized Diffuse Recursive Ongoing Care Contingent / Ad Hoc

What is the current workflow? What will staff stop doing? How will job descriptions and classifications change? Who are you counting on, will they deliver? How will you stage implementation? Questions to ask…

You won’t replicate current workflow, but understanding it tells you… Trouble areas Gaps Redundancies Quality Speed Understanding People that can be aligned with a new workflow What is the current workflow?

Sample Workflow Review ProcessUnitComesArrivesGoesStored New Product Notification CollectionsVendor ~ Library Staff ~ Blurbs ~ Listservs LR ~ AW ~ HC ~ HD AW for e- journals ~ HD for e-books ~ HC for other files ~ Desiderata lists ~ Not comprehensive AcquisitionsVendor ~ Library Staff ~ Blurbs ~ Listservs ~ Invoices GD ~ MN ~ ~increasingly staff get notices through vendor, blurbs Collections ~ LL ~ Correspondenc e (when it relates to a print plus situation) CataloguingCopy record ~ Item StaffCarol ~ Collections (only for free) ~ if fee nothing is done Not Kept

Hit by a Bus or Play Whisper ? Hit by a Bus  No backup  Entrenched  Burnout  No succession Whisper  Lose big picture  Information loss / corruption  Constant turnover  Reduced control / flexibility

Print—claiming, binding, subscriptions Localization Old work is tangled with New What will staff stop doing? Does the library have a plan for realigning resources from traditional but declining activities—circulation, document delivery, reference?

Are tasks aligned with the proper level of staff Can be emotional if tasks are pushed down Reclassification can be a difficult and long process Can existing staff acquire skills needed? Different tasks may not mean different level What new skills and training are required? How will jobs and classifications change?

Hard Skills for the ERMS Computer skills--Import and export ~ Copy and paste between applications ~ Excel ~ Word Reading Comprehension & Written Correspondence Ordering / Renewal processes in the ILS and Financial System SFX and Serials Solutions maintenance Authentication processes

Soft skills for the ERMS  Communication—ability, willingness  Comprehension of detail and workflow  Willingness to document  Comprehension of how data creates reports  Focused and responsive  Tolerate ambiguity  Prioritization An expert :: understanding of work is advanced beyond task performance, can be creative and find solutions, anticipate impact of change

Financial commitment | Technical Support | Programming | Staff | Vendor Interoperation--data loading and synchronization and the people who will do this The workflow analysis will help with understanding the role other units play, their commitment and available resources People’s ability to commit will affect the implementation schedule and goals Who are you counting on?

Training and Testing Team building Functional Goals Go Live—New orders, Trials, Troubleshooting 6 months—Renewals 18 months—License, Costing and other legacy data How will you stage implementation?