Managing change in information and library services

Whatever the local differences between types of information and library service (ILS), there is no question that information and communication technologies are transforming our services, and with them, the role of libraries and librarians. In all of this, people matter most. The need for librarians to develop a range of new knowledge and skills is obvious, but too easily taken for granted, not least the ability to work in partnerships closely with colleagues from different culture backgrounds, particularly computing. The classical elements of organizational theory operate in a wider environment, where the typical climate of continuing financial constraint, a more diverse customer base and greater empowerment of the customer prevail. Whatever your sector, the concept of consumer choice and growing emphasis on quality and value for money needs a much stronger focus on ‘customer care’ than even the most user-centred library service has offered. ‘Just in time’ can easily become ‘Just too late’; instead it needs to be ‘Just for you’