An evolving service: Managing change.

Discusses the challenges posed for libraries in higher education by rapid technological changes in an environment of continuing financial constraint, and the management strategies and techniques that can be used to deal with the situation, including costing models, service level agreements, customer focus, staff development, team-based structures, and a participative management style. Draws on documented examples from libraries around the world and personal experience of implementing radical change at Aston University Library and Information Services. Concludes by reviewing current thinking on managing change, identifying positive leadership, a strategic framework, strong culture, proactive communication, and staff development as critical success factors