Managing cultural change: the challenge of merging library services, curriculum development and academic professional development

The paper outlines a number of processes that have been implemented by Learning Services at Deakin University to gain significant and sustained cultural change amongst staff in a blended organisation, comprising the university library service, the curriculum design and development functions and those of academic staff development. The processes involve customer discovery workshops to identify “customer value packages”, strategic planning and performance tracking based on objectives that deliver customer value, and the identification of shared staff values that guide behaviour within Learning Services and with customers