Combining libraries, computing, and telecommunications: A work in progress

Abstract

The pervasiveness of technology and the growth of information resources has caused many campuses to examine better ways to provide services to their customers. Lehigh has combined three strong organizations - computing, telecommunications, and libraries - into a fully-integrated Information Resources group. Five cross functional restructuring teams from each area were formed to utilize the concepts of process re-engineering to design and implement a truly merged organizational model. Customer service and the needs of the Lehigh community were stressed throughout the process. This paper addresses the following topics: the rationale for restructuring; restructuring through process re-engineering; client needs as a chief component for change; cultural concerns and differences observed; how staff have dealt with change; and the results to date.