Managing Information Services

440 Pages·2011·4.37 MB·English

by  Jo Bryson

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
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Union Road 101 Cherry Street
Farnham Burlington
Surrey, GU9 7PT VT 05401-4405
England USA

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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