Changing culture - the experience of TU Delft Library

When seeking to introduce change into an organisation, it is usually the organisational structure that is the main focus of attention. A reorganisation, however, does not necessarily resolve underlying cultural problems. It can, in fact, be just these cultural problems that prevent the organisation from moving on. In 2002, the TU Delft Library recognised that a recent reorganisation had also led to changes in organisational culture and that certain issues needed to be addressed, particularly within the group providing front-office services. The Librarian decided that the only way forward was to focus on the social and cultural context in which staff carry out their work and instigated a programme of cultural change. The management of cultural change requires a broad range of policy instruments. The Library began by letting two cluster managers exchange places. This broke through a stalemate situation and facilitated a fresh approach to problems. Heads of department were given tasks that gave them more insight into the activities of other departments. Formal communication between the section manager and departmental managers was greatly increased; quarterly meetings involving all staff in the section were put in place. The various library locations were given extra manpower to compensate for the increased workload of the departmental heads. Staff was given the opportunity to work for the customer services department, in combination with existing duties. A project was started to better define and further develop front-office skills in the light of customer expectations. The overall results have been very encouraging. The exchange of information between the various departmental heads has increased and has improved their understanding of the Library’s processes and activities as a whole. The lines of communication within the section have been shortened. Staff has been able to develop skills and knowledge through working in the customer services department. The cultural gap between the central library and the various faculty libraries is being bridged. Longstanding prejudices and working habits are now being discussed and addressed