Managing Information Services: A Transformational Approach, 2nd ed.

Citation

Sen, B. (2007), "Managing Information Services: A Transformational Approach, 2nd ed.", New Library World, Vol. 108 No. 5/6, pp. 296-298. https://doi.org/10.1108/03074800710748876

This is a comprehensive text, revised and restructured from the first edition, Managing Information Services: An Integrated Approach. The book is designed to support library and information managers in challenging times.

Management is often considered to be a “dry” topic, and it is a pleasure to read a text book which from the outset establishes the need for dynamism, energy, vitality, inspiration, innovation and transformation. The book therefore describes itself – a textbook to meet the challenges that face managers in a diverse and changing profession.

The book is well structured in a series of parts, combining theory and practical applications. The text is easy to navigate with good use of headings, charts and figures to define and illustrate issues.

Part One sets the historical context for the knowledge age, giving justification for the transformational approach where library managers “assume a significant leadership and change management role”, inspiring others and sharing their visions for the future. Business transformation is defined as “rethinking the role of the organization and repositioning it for the future”; this is seen as being critical for survival in the current competitive business environment. Bryson outlines the mindset and approaches needed to be successful in meeting increasingly sophisticated customer expectations and achieving change.

The transformation approach is a strategic one, which stresses the importance of understanding the competitive environment; the context within which information services operate and the impacts and influences within that environment. Key characteristics of successful are outlined: knowledge enabling, innovative capability, leadership, appropriate culture and values, effective people management, flexible organisational structure, and efficient and effective use of technology to support business operations.

A strategic approach requires planning, the theme of Part Two, which gives a brief yet focussed overview of traditional planning tools such as SWOT, critical success factors and audits.

Key to the implementation of any effective strategic plan is resource management, and this part of the book covers resource issues: human resource management, finances, technology, and information resources.

The theme of Part Three is corporate culture, considering the values, beliefs, norms and behaviours that create an organization's culture. It is especially valuable to encourage information management as having an important role in determining and establishing corporate culture. Information management is culturally critical in the form of establishing corporate policy, communication, knowledge sharing, information technology and systems, corporate intelligence and research and development.

Leadership is seen as important in transforming the organizations philosophy and culture and is the focus of Part Four. Advice is given to support those leadership roles and responsibilities involved in “engaging change”, and motivating staff through encouraging team building and group dynamics. The importance of communication skills are stressed as change often brings conflict and the need for negotiation.

Appropriately, Part Five leads on from leadership with the need to manage the manager's personal wellbeing and the wellbeing of staff. Individuals can play important roles in successful organizations and can contribute best when they are motivated, valued, and can plan and develop their careers. The human contribution is seen as “investment”.

At this point the book shifts to focus on corporate governance, detailing the importance for accountability, and compliance in order to minimise risks and optimize accountability and performance. This is a much neglected area of management training. The chapter addresses the need for governance principles, codes of conduct, ethical behaviour, security, risk management and sustainability. This area of management is a developing one for library and information services.

Being accountable and transparent in business practice demands a need for measurement, monitoring and performance, which is addressed briefly. Though, more reading would be needed for anyone wanting to implement the suggestions made such as establishing performance indicators or demonstrating value through the use of the balanced scorecard.

The final chapters address competitive strategies; meeting customer needs, marketing strategically and positioning the service to excel within the industry.

The role of the information service within the current competitive environment is to add value for the organisation while meeting the customer's needs. This book is an excellent overview of the skills, competencies and knowledge required by today's library and information leaders and managers in meeting these service challenges. It is crammed with useful management tools and approaches and would be a useful addition to any information manager's bookshelf.