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Achieving Transformational Change in Academic Libraries by Stephen Mossop

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6

Transforming library services: the University of Exeter experience

Stephen Mossop,     Head of Library Services, University of Exeter

Abstract:

This case study explores the journey taken by Library Services at the University of Exeter in its quest to fulfil its part in bringing to fruition the ‘Forum Project’, the underlying concept of which, strongly underpinned by a cohesive and integrated ‘customer service’ ethos, was to provide students with fast and easy access to a comprehensive range of support services under one roof. The case study describes how, between 2008 and 2012, the library effected a full modernisation and strategic realignment of its services, and accomplished deep cultural change through a combination of radical restructuring, ...

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