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Making the Most of Managing Change: Becoming a Leader in Your Organization Remarks by Janice R. Lachance, CEO, Special Libraries Association |
Thank you...Stephen...for that gracious introduction. It is a great to be in New York. I'm glad to be with you tonight to talk about the opportunities and challenges facing information professionals in today's competitive business environment and some of the ways I think you can deal with them.
Before I begin...however...I would like to thank you for your kind invitation to speak. I would like to say a special word of thanks to Stephen...Kevin Manion...the New York Chapter Board...and to Agnes Mattis...who arranged for these wonderful facilities this evening.
In addition to thanking Skadden for their hospitality...I want to express my appreciation to BST America for sponsoring today's meeting. Please join me in thanking Bill and Sarah again for their outstanding support of SLA.
Finally...I would like to acknowledge Agnes...Pam Rollo... and Guy St. Clair for the enormous contributions they have made to SLA in leadership roles over the years. Not only do I consider them exceptional leaders and outstanding role models for the profession...I am happy to count them as good friends.
When I think of quintessential New Yorkers...a number of people come to mind....Fiorello Laguardia...Joe Namath and Robert De Niro...just to name a few. Of course...what list of prominent New Yorkers would be complete without the inimitable Howard Cosell?
Widely known for his flamboyant sports commentary... frequently punctuated with erudite observations and maudlin sentimentality...Cosell dished up an entertaining...and sometimes controversial... mix of humor and criticism. He did so with that easily recognizable voice of his and unmistakable, staccato style of delivery. And...as he was often fond of saying..."I tell it like it is."
Taking my cue from the late broadcaster...that is exactly what I plan to do tonight.
I will tell it like it is. I will tell you what I think you must do to be successful in what has become a turbulent and unpredictable time for information professionals in the marketplace.
I should warn you...though...you are probably not going to like everything I have to say.
I can just imagine some of you thinking to yourselves..."Gee...and she seemed like such a nice lady when I spoke with her earlier...what happened?"
Nothing happened. I just know that when you tell someone what you think they ought to do...even if they have asked you to do just that...you should not be surprised if you receive a cool reception. This is especially true when you suggest they change the way they behave toward things that are important to them.
And changing the way you approach your jobs... and ...perhaps your profession... is what I am going to urge you to do tonight.
So...if you agree not to take it personally...I won't either. Deal or No Deal?
As everyone in this room knows all too well...we live in a time of extraordinary change. The global economy...spurred on by rapid advances in communications and information technology...is changing the way we do business and transforming entire industries almost overnight.
And...yes...it is having a direct impact on the environment in which information professionals do their jobs.
Of the more than 6 billion inhabitants of the planet...nearly 20 percent use the Internet. China's Internet population alone grew by nearly a third last year.
And consider this... while there were only about ten thousand Web sites in 1994...today that number is estimated at about one hundred million.
According to the Pew Internet and American Life Project...about one in three Internet users have logged onto the Internet using a wireless connection either around the house...at work...or some place else.
That is why I would like to talk with you today about ways I believe info pros can respond to the new realities of the workplace.
But first...let me ask you a question. How many of you remember the first time you went onto the Internet? Let me see a show of hands.
You may recall that back in days of CompuServe...back in the early days of the public's use of the Internet...the user experience was very one dimensional...very flat. You could retrieve information and you could post it. You could send email and you could receive it.
Web sites were little more than brochures and online catalogues you did not have to wait to be delivered by the U.S. Postal Service.
And...then...something interesting happened. Internet users.... along with like-minded programmers ... developers...and a variety of other techie-types...began discovering the power of the Internet to amplify a single voice. It suddenly gave that voice substance...authority... reach...and influence like never before.
In fact...we have witnessed the rise of a whole new class of video journalists...armed only with mobile phones... who are changing the way we see the world... from the violence in Myanmar... to gaffs on the campaign trail.
As you know...we have come to characterize the extensive...multi-faceted... and collaborative nature of Internet communications today under the broad umbrella of social networking.
As we know...the features of the post-Web 2.0... and soon 3.0... world are making the Internet an extraordinarily robust vehicle for personal and professional expression of every kind through blogs...RSS feeds...wikis...and networking sites such as MySpace and YouTube. We also know this is making life a lot more challenging for those of you in the information industry.
Andrew McAffee of Harvard University was the first to identify the increasing use of social networking platforms between companies and their partners or customers as Enterprise 2.0. Enterprise 2.0 is seen as a significant improvement over the use of email for business communications.
As a result of all of the changes in the marketplace ...you are being called upon to adapt to them at breathtaking speed as your organizations struggle to define what business will look like in the next three...five...or ten years.
Not only are you already expected to retrieve... manage...and disseminate vast amounts of strategic information in highly technical or complex fields...more and more of you are being called upon to understand the latest innovations in technology...including social networking and how to put them to use for your organizations.
In the midst of such change...the question for you is... How do you, as information professionals, evolve from business-as-usual to business in a wired-in world? And how do you remain flexible enough to reinvent yourselves...as...most of you will have to...so as not to go the way of the three-martini lunch?
Do not get me wrong. While we may be going through a period of challenge in the profession...I am extremely optimistic about its future. And...apparently...so are most of you.
A recent Satisfaction Survey of more than 3000 library staffers of all ages and in all types of libraries by the Library Journal found that nearly 86 percent of those surveyed said they would choose a career in librarianship if they had to do it over again. Eighty six percent!
And this mirrors the results of SLA's most recent comprehensive Membership Survey which show that more than 75 percent of members believe they are likely or very likely to experience a rewarding sense of job satisfaction over the next five years.
Let me say that again...more than seven out of ten information professionals surveyed said they expect to be find satisfaction in their jobs over the next five years.
While there is reason for optimism...it would be naive of me ... and of you ...to suggest we ignore what is happening in the industry today as a result of downsizing...the elimination of info centers and libraries... and the off-shoring of some important information functions.
And yet...when it comes to the information needs of an organization... who is better qualified than an information professional to make a meaningful contribution? In fact...who better qualified than an info pro to explain to a CEO or other senior management the advantages of one knowledge delivery system over another?
That is why I believe strongly that info pros have the opportunity to become indispensable to their organizations...like the hub of a wheel... playing an integral role in all decision-making and education practices surrounding them.
In order to make this type of contribution...you will have to possess solid professional credentials ...competencies...and experience...as well as view your role as a professional in non-traditional ways. And...you will have to get out of your comfort zone.
Ever since I joined the SLA leadership in 2003...I have repeated a quote from retired U.S. Army General Eric Shinseki many times. He is known for saying: "If you don't like change, you're going to like irrelevance even less."
At this point...you may be asking yourself... "Does the nice lady have any idea how hard this is going to be?"
Yes I do. Let's face it. Most of us do not naturally embrace change...especially with a gun to our head. Why? Because to a large degree...human beings are creatures of habit. We like the familiar.
We like safety and security. And I am no different. Sometimes... though...change is the only option to get what you really want.
When I was Director of Communications at OPM...I very much wanted the job of Chief of Staff when it came open. My boss...the Director of OPM ...wanted me to stay right where I was because I was getting him very good media coverage....especially by the Washington Post.
The solution I came up with was this. I agreed to continue handling all media contacts with the Post in my new role even though that was not the Chief of Staff's job. It did not turn out badly. It probably added an hour or two more to my day and it was a nuisance at times. But it was the only way I was going to get the job I really wanted.
I tell you this story to illustrate the fact that sometimes all it takes to succeed is a small change in the way we look at things. Other times...more may be required of us.
Depending upon the situation...it may be necessary to completely reinvent yourself to be successful. But no matter what you do...you have the best shot at success if you are flexible and adaptable to the change taking place around you.
And what is required for this type of flexibility?
I would say there are three things you must have...a willingness to take risk...an appreciation for the value of continued learning...and the ability to think strategically.
I know I may not look the big risk-taker...but I am not talking about the kind of risk associated with something like base-jumping...parachuting off of tall buildings. Although I did recently take a helicopter into....yes, I said into.....the gorge at Victoria Falls in Zambia. I still can't believe I did it.
But, tonight, I am talking about carefully calculated risk intended to accomplish a specific objective.
For example...instead of simply adapting to the business culture in which you find yourself...you must use the culture to your and your employer's advantage.
I know this may come as a surprise to you...but New Yorkers' are known for their "In-Your Face" style.
Librarians...on the other hand...are not. Maybe they should be.
No one can explain the value you provide to your organization better than you. While you may not consider it in your nature to be a self-promoter...you better learn.
No matter what industry you work in today...you must make sure you are noticed and appreciated by senior management for the contributions you make. If you are not perceived as an important contributor to your organization's decision-making...and financial success...you are probably viewed as overhead. And what is every organization looking to do these days to remain competitive...cut overhead.
It is up to you to continually make the case for your value.
You know what quality information and data look like. You know how to gather it. You know how to evaluate it. And most importantly...you know how it can and should be used to achieve the strategic objectives of your organizations.
Now you have to go out and explain it.
There is more than enough data available to support this argument. Outsell recently reported that respondents to a survey conducted this spring save an average of nine hours on information-related tasks every time they initiate a meaningful request from their corporate library or information center.
And... at the risk of sounding like an infomercial...there is more. Based on Outsell's calculations...these nine hours amount to a savings of more than two thousand dollars in direct costs.
That is two thousand dollars that go right to the organization's bottom line every time a respondent seeks meaningful answers from a librarian or info pro.
These findings are consistent with other research on the subject. As significant as this may be...they only tell part of the story.
The value information professionals add to the quality of strategic decision-making or to the avoidance of risk may be incalculable...but it is... nonetheless...real.
While most of you have experience in quantifying your professional contributions...I encourage you to take the next step.
Seek to make known your contributions to high-profile successes...such as landing new accounts or creating strategic business alliances.
It is up to you to tell this story because...if you do not...no one else will.
And... if that means being creative or taking risks to get your face in front of senior managers...that is what you must do.
Early in my career...I had a boss who was usually in his office around 7:30. I made a point of being in by 8:00 so I could talk to him when he was not distracted by 20 other things. More importantly...it gave me an excellent opportunity to tell him what I was working on and...surprise surprise...how important it was to the organization.
Create opportunities to make the case for the value you provide. Seek imaginative ways to get in front of key executives every chance you can...and make the most of it.
Also be willing to take on more responsibility. The best performers in any organization are those who solve problems. View yourself as a problem solver...and...when you think you can help...volunteer your expertise even if it is not in your job description.
Never be afraid to invite yourself to a meeting where you think you might be able to make a difference. This definitely may be out of your comfort zone...but I think you will find quickly... the reward is worth any initial discomfort.
And finally...if you see opportunities for advancement in the organization...go for it.
Even if there is no formal job, but you identify something that should be done...think about whether you could do it. And do not be dissuaded because the position may not be located in an information center or have the word "librarian" in the title.
If you can use your professional skills in a way that is exciting...satisfying...and enriching...why would you not want to?
I know it is a cliché...but...no matter what you do...always expect the unexpected and be ready to find the opportunities in it. That may well be the very definition of flexibility.
Another way you can assure yourself of maximum flexibility in your career is through continued learning and professional development. By continuously expanding your skills and knowledge base...you position yourself to exploit unexpected opportunities.
As I mentioned earlier...the speed of technological change in the information industry today is extraordinary and the expectations of info pros to understand technology is growing.
If you work on the leading edge of technology ...you are always running to keep up with the latest developments. This is also true for librarians and info pros.
And...in some ways...it is an even tougher for you. Not only must you be knowledgeable about important developments in the retrieval and management of information...you must also keep abreast of developments in the industries in which your organizations operate.
While a fair amount of this information is available on the job...info pros must consciously seek out ways to enhance their expertise in all facets of their careers.
This is the primary reason SLA has made a significant commitment to the continued development of Click University. We recognize we must provide you with the very best and up-to-the-minute professional education possible in ways that are easily accessible and affordable.
Whether it is through our CI or our new KM certification program...which will be led by Guy St. Clair....or through the many other courses we offer....our goal is to keep you at the forefront of knowledge in your profession. That is our commitment to you.
And, I cannot encourage you enough to keep your knowledge and skills as sharp as they can possibly be.
Finally...to ensure yourselves of as much opportunity as possible in your career...I urge you to adopt the strategic mindset of a senior executive.
A colleague once told me that while she is not a CEO...she regularly asks herself... "What would I do if I WERE the CEO?"
Why is this question important?
It helps you focus on the big picture. It is said that one of the most important qualities a CEO must possess is the ability to anticipate what will happen next. I agree with that.
And the only way for a CEO to anticipate what will happen next...is to have a broad, comprehensive understanding of his or her organization's current operating position today...and a clear, unobstructed focus on its goals and objectives for tomorrow. A good CEO is always thinking about the whole as a sum of its parts. I believe that is very good advice for any info pro.
Executive coach and author Stephen Robbins says... "Executives think about making the entire business succeed... not just their own domain."
One of the strategies you should employ in gaining a better understanding of your company's overall strategy is to begin forging alliances or partnerships inside your organization with those who are leaders or natural allies. For example...develop relationships with your internal customers in the front-office or in your organization's business units.
This will not only help you understand more clearly the priorities of the enterprise...it will help reinforce perceptions of your value. In turn...this good will may be reflected in budget prioritization requests communicated back to your management.
Additionally...if you are not already doing so...it would be wise to know your colleagues in IT better.
Even though they have co-opted the term...you, after all, are the I in IT, even though they still represent the T. The way technology and information are blending...this could be a marriage made in heaven...or at least one forged over a large pizza.
Developing alliances or relationships with those who may not be in your immediate field of vision today could very well be in the best interest of your organization overall...and help bring you and your skills to the desks of important decision-makers throughout your company.
If you understand your part in the broad strategic objectives of your organization...I believe you will not only be more effective in your present position...but will be in a much better position to seize on opportunities that may arise anywhere in the enterprise.
I have tremendous faith and belief in the strength and intellect of info pros.
That is why I believe so strongly that if you are willing step out of your comfort zone and take risks...never stop wanting to learn more about your profession...and begin to think strategically about the big picture like a CEO...there is no challenge you cannot handle...and...in fact...you will prosper very nicely.
There is one more important point here, and I want to be absolutely clear about this.
No matter what challenges you and the profession face...you do not face them alone.
SLA...is by your side...your partner...committed to your success and committed to providing you with the tools and actionable information you must have to succeed in these turbulent times.
In addition to enhancements to Click University...which I already mentioned...we have other technological initiatives underway. Even though we have created more than 20 blogs related to the profession...only two of them have gained traction with members. As we move forward...I want to encourage more members to take advantage of these types of social-networking opportunities.
SLA also has begun a far-reaching and thorough examination of the information profession...and the role info pros and the Association will play in the future.
This effort is a lead up to 2009...when the Association celebrates its Centennial...honoring one hundred years of service to librarians and information professionals.
While it is appropriate and beneficial to look back at previous accomplishments on an anniversary like this... it is absolutely essential for us to use this milestone to focus the Association's critical thinking and creative talents on what lies ahead for the profession.
That is why...working with a team of respected communications and research professionals led by the international consulting firm ...Fleishman-Hillard...and supported by futurist Andy Hines of Social Technologies and Outsell... we will seek to define what the profession will look like tomorrow and in the years ahead. And we will learn what you must have from SLA to continue to be successful.
The project... which will rely heavily on primary and secondary research... will help librarians and info pros align their knowledge... experience... and skills with the evolving expectations of the organizations of the future.
Fleishman-Hillard has extensive experience advising organizations such as AARP... the Association of Fundraising Executives... and the U.S. Library of Congress on how to operate more effectively and how to serve their members or constituents better in the future
They will consider the future of the profession, then work with us to identify and understand SLA's core purpose...and value. After refining our current position in the marketplace or identifying a new position that is relevant...differentiated... and deliverable...we will be in a position to create a framework for discussing the profession and the Association in a persuasive and unified voice.
There are no pre-determined outcomes for the project. It is a wide-ranging inquiry about the future of the profession that will provide the Association with valuable insights concerning our strategic direction.
The only outcome that matters...however... is one that serves the best interests of members. For that reason...we will listen carefully to the results of the research which our consultants will deliver in the months ahead. And we will listen to you.
Throughout this process... which we plan to complete by the middle of next year... we will encourage your input and ask your opinions. We will keep you up-to-date on our progress through our numerous communications channels... including the SLA Web site...and we will seek your feedback along the way.
In my view...the role of SLA is to make you successful. If you succeed...the Association succeeds.
At a conference I attended some time ago...a speaker was talking about the field of physics...and I apologize in advance to all of you who work in this discipline. He made the wry observation that progress in the field of physics is made one funeral at a time.
We at SLA are determined to make sure no one ever says that about this profession. Ultimately... however...your career is in your hands. You can either decry the changes taking place in the industry today...or you can make the most of them.
Granted...this may require a change in perspective...but I am absolutely confident it will position you for a future that is bright...exciting...and successful.
You have the talent...the skill...and the desire to succeed. This is your time. With effort...passion...and persistence...and...a willingness to cast a fresh eye at the world and your profession...I know you can and will make the most of it.
Thank you very much.
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