Innovation and Strategy: Risk and Choice in Shaping User-Centered Libraries

Creating services that add value for the customer takes precedence over all other drivers in determining organizational success in the twentyfirst century. Libraries uniquely capable of anticipating and meeting customer needs in ways that mirror a changing world are the libraries that are deemed successful and, therefore, are able to attract resources and talent. It is evident from current environmental indicators that organizations need to utilize two tools skillfully in order to create customer value: innovation and strategy. While strategy can exist without innovation, it is unlikely that effective innovation can occur without the use of strategy. For organization leaders the challenge is threefold: develop the ability to create value-added innovative services on a continuous basis; utilize strategy to make decisions about innovations; and deliver innovative services to the customer. This article will review recent theories of innovation and strategy and place them in the context of the work of nonprofit organizations (such as most libraries). Suggested approaches to creating innovation and effective strategy will also be reviewed.published or submitted for publicatio