Managing Information Services A Sustainable Approach Jo Bryson Managing Information Services Managing Information Services A Sustainable Approach Jo Bryson © Jo Bryson 2011 All rights reserved. No part of this publication may be reproduced, stored in a retrieval system or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise without the prior permission of the publisher. Jo Bryson has asserted her right under the Copyright, Designs and Patents Act, 1988, to be identified as the author of this work. Published by Ashgate Publishing Limited Ashgate Publishing Company Wey Court East Suite 420 Union Road 101 Cherry Street Farnham Burlington Surrey, GU9 7PT VT 05401-4405 England USA www.ashgate.com British Library Cataloguing in Publication Data Bryson, Jo, 1950- Managing information services : a sustainable approach. -- 3rd ed. 1. Information services--Management. I. Title 025.5’2’068-dc22 Library of Congress Cataloging-in-Publication Data Bryson, Jo, 1950- Managing information services : a sustainable approach / by Jo Bryson. -- Third edition. pages cm Includes bibliographical references and index. ISBN 978-1-4094-0694-5 (hardback) -- ISBN 978-1-4094-0696-9 (paperback) 1. Information resources management--Handbooks, manuals, etc. 2. Corporate libraries--Administration-- Handbooks, manuals, etc. 3. Information services--Management--Handbooks, manuals, etc. I. Title. T58.64.B795 2011 658.4’038011--dc22 2010049356 ISBN 978 1 4094 0694 5 (hbk) ISBN 978 1 4094 0696 9 (pbk) ISBN 978 1 4094 0695 2 (ebk) II Contents List of Figures vii List of Tables ix List of Boxes xi Preface xiii Acknowledgements xvii Part I: Management Influences in a Changing Landscape 1 1 Managing in an Uncertain World 3 2 Strategic Influences 19 Part II: Strategy and Planning 33 3 Strategic Planning: Positioning for a Sustainable Future 37 4 Attracting and Retaining Talented People in Challenging Times 53 5 Ensuring Value for Money and Enabling a Cost-Sustainable Future 73 6 Knowledge and Information Management – A Key to Survival 101 7 Strategic Technology and Asset Management – A Smarter Approach 123 Part III: Leadership and Innovation 143 8 Leadership 149 9 Utilizing a Values-Driven Culture for Sustainability 163 10 Innovation and Creativity 175 11 Engaging Change in Positioning for the Future 183 12 Group Dynamics and Team Building 201 13 Effective Negotiation and Conflict Management 215 14 Managing the Political Arena 229 15 Policy Making 237 16 Personal Communication and Networking 245 17 Managing Yourself and Others in Challenging Times 255 Part IV: Governance and Social Responsibility 265 18 Ensuring Good Corporate Governance 269 19 Using Authority and Influence 283 20 Encouraging Transparency 291 21 Managing for Sustainability 301 2 2 Managing Risk 309 2 3 Sustaining Trust and Continued Operations 317 24 Evaluating Benefits and Performance 333 vi Managing Information Services Part V: Customer and Market Focus 351 2 5 Competitive Strategies 355 26 Corporate Image and Communications 371 2 7 Ensuring Service Quality 387 Part VI: Success and Sustainability 399 28 Bringing it all Together 401 Index 411 List of Figures P1.1 Management influences in a changing landscape 2 1.1 Levels of management – roles and mindsets 14 PII.1 An integrated approach to strategic planning 33 PII.2 Strategy and planning 36 3.1 The strategic planning process 39 3.2 The hierarchy of objectives 45 3.3 An example of a hierarchy of objectives in an information service 47 4.1 An integrated model for attracting and retaining talented and skilled people 55 4.2 A sample job description 58 5.1 An integrated finance model 74 5.2 Business case model 75 5.3 Relationship between the activities of the strategic planning process and the financial planning process 82 5.4 Profile of fixed costs per unit 93 5.5 Law of diminishing returns 95 5.6 Law of variable proportions 96 6.1 Information needs and decision-making activities in organizations 106 6.2 An integrated information management model 109 7.1 Integrated technology management model 128 7.2 Project management model 136 7.3 Example of project software GANTT chart 138 PIII.1 Leadership skills 144 PIII.2 Leadership and innovation 147 9.1 Values statement 168 11.1 The four stages of strategic organizational change management 188 11.2 The four stages of the change cycle 194 12.1 The organization as an interlocking network of formal groups 202 12.2 Formal and informal groups in organizations 204 12.3 Stages of group development 206 15.1 A sample policy framework to support a Code of Conduct 239 15.2 The policy development model 241 PIV.1 An integrated approach to corporate governance 265 PIV.2 Governance and social responsibility 268 18.1 Corporate governance model 275 20.1 Purposes of meetings 298 24.1 Organizational and customer benefits realization model 335 24.2 Economic, social and political benefits realization model 336 PV.1 Customer and market focus 353 25.1 Matrix graph to determine services 361 25.2 The Boston Consulting Group portfolio matrix 364 viii Managing Information Services 26.1 Objectives of a communications plan 373 26.2 Matrix graph of information service’s image 376 26.3 Examples of communications messages and channels that can be used to support the objectives of the Communications Plan 379 27.1 The value chain for a value-added information product 394 PVI.1 Success and sustainability 400 List of Tables 5.1 Table of expenses for input into costing model 90 5.2 Identifying variable costs and selling costs per unit 91 5.3 Calculating the average variable cost per unit output 97 8.1 Generational differences in the workplace 155 9.1 Differences between traditional cultures and values-driven cultures 166 13.1 Mechanisms for identifying conflict in organizations 219 13.2 Conflict management resolution model 223 14.1 Ethical and unethical political tactics used in organizations 232 16.1 Different types of networks in organizations 252 22.1 Likelihood of events 313 22.2 Consequences of events 313 22.3 Level of risk 313 22.4 Evaluation and prioritization of risks in information services 314 24.1 Examples of performance indicators in an information service 347 26.1 Extract of a communications plan for a newly integrated public library, local community and cultural centre 374 27.1 Differences in service delivery focus between traditional organizations and customer-focused organizations 390 27.2 Meeting needs and activities through different channel types 391 27.3 Channel types and their attributes 392