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Testimonials
Norlin Library, University of Colorado at Boulder --- August 2010
"After your visit to the University of Colorado at Boulder
Libraries in October 2006 and subsequent report to us with your
recommendations, the Libraries Cabinet formed the Selection to Access
Implementation Team (SAIT) in May 2007 and named Yem Fong, Charlene Kellsey,
Pat Morris and Jina Wakimoto as its members. They are the Faculty
Directors of Collection Development, Acquisitions, Preservation and Cataloging
and Metadata Services, respectively.
The Libraries Cabinet (The Dean and three Associate
Directors) charged us with “oversight of the process of implementation of
recommendations made by the consulting firm R2, in accordance with decisions
made by the Libraries Cabinet”. Since its first meeting in fall
2007 and over the course of two-plus years, the SAIT reviewed, implemented and
recommended actions for the 75-item R2 report. The SAIT reported its
actions to the Cabinet, the Council and Norlin list (Libraries-wide email
distribution). The reports are also available on the Libraries Technical
Services web page: Selection to Access Study
We are happy to report to you that we have implemented most
of the recommendations in your report. Of the 75 item recommendations in
R2 report, only 6 remain for future consideration. The majority are
completed or ongoing. Some of the items were re-defined as the
circumstances changed since your visit. As an example, in response to the
recommendation no. 62 (Expand Support for the Acquisition of Electronic
Resources), we proposed that a new standing committee, the Electronic &
Digital Resources Strategic Directions Committee, be formed. Reporting to
Cabinet, this committee will focus on electronic and digital content policy
issues that broadly affect the Libraries.
We found your process of talking to everyone and looking at
our workflow with a fresh eye to have been very valuable. It enabled us
to consider new possibilities for changing long-standing practices in favor of
improving efficiency and freeing up time for new things. While the Cabinet
decided not to implement a major structural reorganization at that time, if you
visited us now you would see much more communication, cooperation and
overlapping of functions among the departments involved in selection-to-access.
A major example would be the approval plan, where the bibliographers now review
their lists online, the books come in with OCLC records and shelf-ready
processing, and are minimally checked and sent directly to circulation. A small
informal study we did found that we had reduced the time from receipt to
circulation from an average 45 days to 6. Acquisitions staff now do basic copy
cataloging, and Cataloging & Metadata Services staff help process approval
books on an as-needed basis when we have a large volume to deal with. It would
have been difficult to make as much progress as we have without the jump-start
provided by your report.
All our best, Yem, Charlene and Jina"
Atkins Library, UNC Charlotte --- July 2010
"I have 25 years of research library experience, and I’ve been running technical services operations for 20 of them. I have done two comprehensive re-designs of technical services, but I can’t do it alone anymore. The problem is that there’s been such rapid change throughout the selection-to-shelf process recently, I just don’t believe that any library can properly keep pace without a constant, concerted effort. Fits and starts yes, comprehensive, no. R2 allowed our library to do comprehensive in one fell swoop. They completed their work just four months ago, and already we have revised our operations in such a way as to produce far more, far faster, and at far less cost. I say “already,” because I expect that most of the impact of their work won’t be apparent for months yet."
Stanley Wilder, University Librarian
Queen's University Library --- May 2010
"The beauty of R2’s work was their analysis of our own institution’s particular circumstances combined with their experience with many other institutions and their knowledge of the information landscape. Their skills with people as well as the subject matter were truly remarkable. They transformed our Library’s discussions around technical services from concern and uncertainty to understanding, enthusiasm and optimism."
Martha Whitehead, University Librarian
Keynote Presentation: CIC Library Conference --- May 2009
"Your presentation on expert selection and monographs use was a terrific way to set out a number of compelling issues that resonated throughout our two days together. Unquestionably your talk created the kind of stir and controversy that we had hoped for when we invited you to speak!"
Edward Shreeves, CIC Conference Program Committee Chair
Workflow Analysis and Organizational Redesign: Colorado State University --- April/May 2009
"In the spring of 2009, Colorado State University Libraries engaged R2 to analyze its workflow processes, R2's forte. Rick and Matt reviewed a comprehensive set of materials sent to them prior to their visit and then worked on-site for three days of fact finding and interviewing staff and administration. They culled forth and organized an amazing amount of information and produced a comprehensive final report that not only analyzed workflow, but recommended important strategic directions organizationally for CSU libraries. Their operational recommendations are very sensible, profound strategically, and very much valued by staff and administration."
Pat Burns, VP for IT, Interim Dean of Libraries and Professor of Mechanical Engineering
Colorado State University
White Paper for the Orbis Cascade Alliance --- April 2009
"The Extended Library Enterprise: Collaborative Technical Services and Shared Staffing"
"I am sorry you could not hear the comments and discussion during the retreat. The paper you prepared generated much productive discussion during the session, over dinner, the next day, and, I suspect, over subsequent days at member libraries. The retreat evaluation indicated that the paper was very well received. In short, this is a good time to reinterate our thanks for a job well done!"
John Helmer, Executive Director
Orbis Cascade Alliance
Selection to Access Workflow Analysis: University of Lethbridge --- March/April 2009
"Working with R2 gave me the leverage I needed to move my organization forward. The report prepared by Rick and Matt was AWESOME and the evidence, best practices and recommendations clearly show us how to go from where we are to where we need to be."
Alison Nussbaumer, University Librarian
University of Lethbridge
Selection to Access Workflow Analysis: University of Cincinnati --- January/February 2009
"My expectations for this project were very high, given R2's reputation. The analysis and report not only met but exceeded those expectations."
Victoria A. Montavon, Dean and University Librarian
University of Cincinnati Libraries
Strategic Planning Project for the College of Physicians of Philadelphia --- December 2008 thru March 2009
"Rick Lugg and the R2 Consulting group provided invaluable help with a chronic, complex, and complicated problem. Although they may have been initially troubled with the significantly biased and opposing views they garnered, they quickly saw the main outlines of the problem and produced an important report which was both useful and acceptable to all factions."
George M. Wohlreich, Director and CEO
The Thomas W. Langfit Chair
The College of Physicians of Philadelphia
Wellesley College --- October 2008
"The project and the report went quite well. I think that it calls out a lot for us to consider - and points to a lot that we can to do build capacity with existing staff. Now the hard work begins....but we're up for it! "
Eileen Hardy, Director of Information Resources
Wellesley College Information Resources
Auararia Library--- September 2008
"You have started a revolution! This is such an exciting example of 'grass roots' activism well aligned with the library's new strategic plan. Last week in Shared Leadership, we agreed to 'bless' the forward thinking Scholarly Communications and Digital Initiatives and the re-organization of library staff. Many thanks for all that you have done to revitalize this organization! "
Mary Somerville, University Librarian
Auraria Library
(serving the University of Colorado-Denver, Metropolitan State College of Denver, and the Community College of Denver)
UC Santa Cruz --- May 2008
"We all believe that you've done us a tremendous amount of good by exposing problems that are organizational in nature, as well as workflow/process improvements and all of us are grateful for the information. We were happy with the content of the report, so please don't worry about "stirring up dust." If nothing else, it's opened avenues of conversation that hadn't been imagined before and has already led to changes in the work of Tech Services in particular. While some members of the staff heartily disagreed with some comments, the report did spark change ...*good* change. We're appreciative of the process and the initials results! "
Robin L. Dale, AUL for Collections and Library Information Systems
McHenry Library
Rollins College --- May 2008
"Thanks to both Ruth and Hester for a very thorough and professional job. You managed to acquire a surprising depth of understanding of our situation in a very short time, made excellent use of all our library staff's time, and produced a thoughtful and clear report that has given us a lot to think about. You brought great expertise to bear on issues where we sorely needed it. We are currently tackling the "low hanging fruit" and beginning the planning process for more substantive changes. "
Jonathan Miller, Director of Libraries
Rollins College
Oxford University --- March 2008
"Rick and Ruth, I just want to tell you that I thought the draft report was fabulous. You captured a lot and have given us so much to work with. Thanks so much. I'll look forward talking with you about it later this week."
Sarah E. Thomas, Bodley's Librarian and Director, Oxford University Library Services
University of Oxford
DePaul University --- February thru June 2008
"Thanks so much to Ruth, Hester, and Mark! You have provided DePaul University Libraries with a thorough, professional analysis of our workflows, overall organizational structure, and strategic plan, with keen insight into our strengths and operational problems. Your report challenges us to think in new, bolder ways about priorities for collection development and management, space planning, and digital initiatives. It has been truly a pleasure to work with you.
As for the Digital Commons project, although not quite complete I want to tell you that Matt's facilitation and project management skills have kept us focused and on track for what we want to accomplish in a short time. From my perspective, any problem or delay has been largely due to our unfamiliarity with the Digital Commons product and the time it has taken to get the bare bones set up, as well as time to test out how and what it can do. I had actually expected such delay given our almost unreasonably aggressive timeline, and I'm actually very pleased we have progressed so well. Without Matt working with us, I'm almost certain we would not be as far as we are even 6 months from now.
So this is another way of saying thanks--your work has been very meaningful to us. And now when staff resist a decision we can say "R2 says we need to do this and we need to move the library into the future." Some people may be tired of hearing this but at least it forces them to go back and think a bit differently."
Linda Morrissett, Director of Libraries
DePaul University
East Carolina University --- December 2007
"Hester has done a wonderful job --- she has really implemented some great workflow improvements and analyzed and solved a number of problems. Even more importantly, though, she has done this while making the crew feel good about making the changes. My hope is that they will be able to take the tools you have given them and use them to make their ongoing work more productive."
Larry Boyer, Director of Academic Library Services
Joyner Library, East Carolina University
Notre Dame University --- September 2007
"My thanks to all of you for your incredible work for ND! Everyone has been impressed by how much you took in, processed, and analyzed in a very short time. I think your work will completely revamp large parts of the Libraries and I am so grateful to all of you!
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Gay N. Dannelly, Associate Director for Resources and Collection Services
University of Notre Dame Libraries
Wesleyan University --- June 2007
"The retreat at the end of the week you were here went really well. Pat and I have both given all staff a number of ways to respond to the R2 report, and so far the response has been really positive. Obviously, with any process involving dramatic change, there are emotional responses, and we expected that. But I have been soliciting private opinions, and the staff are beginning to think about this document as providing opportunities for them to try new jobs and exercise skills that a lot of the library didn't even know they had. This has been gratifying. The Management Group is meeting 4 or 5 times to go over the report and see how it will affect our job openings.
I have already recommended R2 to another institution that is struggling with the transition to a 21st century library service. Your ability to work with staff and gain their trust is phenomenal. If I had to say one thing, that would be the thing that I am most grateful for. It is quite wonderful that you can sit down with staff, work with them step by step on their daily work, and have them trust that you are there to help, not to criticize them."
Barbara Jones, University Librarian
Olin Library, Wesleyan University
Wesleyan University --- June 2007
"Thanks to all of you--Ruth, Rick and Hester--for your thoughtful analysis of our work processes and creative recommendations for improving them. Our staff was impressed with your expertise and professionalism, and felt that you listened to and understood their concerns. This has made for a very positive and open discussion as we review the report and determine how to implement your recommendations. We anticipate that we will be able to realign our organization to successfully adjust to changes in library resources, services and systems."
Pat Tully, Associate University Librarian
Olin Library, Wesleyan University
Ohio University --- March 2007
"Once again, I want to thank R2 for their clear insight and analysis in reviewing Ohio University Libraries' technical services workflow. We now have a really useful tool to refer to as we take on redesigning much of our process. Beyond the strength of your report though, I want to say an extra word about how well you interacted with our many different staff, putting each at ease and building confidence while preparing for significant changes. This has been truly helpful."
William Rhinehart, Assistant Dean/Technical Services
Ohio University Libraries
University of Colorado-Boulder --- November 2006
"Thanks for an excellent report. Speaking only for myself here, I'm ready to implement practically every recommendation you have made."
Janet Swan Hill, Associate Director for Technical Services
University of Colorado-Boulder
Also a Member of the ALA Executive Board
University of Michigan --- September 2006
"R2 provided the University of Michigan with a thoughtful and engaged analysis of existing processes, including shortcomings of those processes. More than this, though, they partnered with us to help create a roadmap for a transformed organization and workflow, with streamlined processing and more effective support for our mission."
John Price Wilkin, Interim Co-University Librarian
Associate University Librarian for Library Information Technology and Technical and Access Services
University of Michigan
University of Nebraska at Omaha --- August 2006
"I reviewed both reports in depth again this morning, and am again impressed. Some might say I could have saved a bunch of money if I'd read your articles in Against the Grain (just kidding). Let me assure you that the on-site analysis was a tremendous added value. I've rarely been pleased with consulting, so in my mind at least -- you have joined a small and excellent club. Thanks again, and I look forward to our few transactions to wrap up this episode."
Stephen R. Shorb, Dean, University Library
The University of Nebraska at Omaha
Minnesota State University, Manakato --- April 2006
"I want to congratulate both of you for such an outstanding job of identifying the issues we need to deal with. Overall, you hit the nail on the head and I am quite impressed by the preliminary reports you sent us. I for one would be eager to go implement 99% of what you recommend but I appreciate your cautionary notes that this will take time. I am fully aware that we have much work ahead of us to reach agreement on our next steps ..."
Joan Roca, PhD -- Dean of Library Services
Minnesota State University, Mankato
Colby College Library --- January 2006
In June of 2005, Colby College Library retained R2 Consulting to conduct an audit of library workflows, and to suggest organizational and operational changes to increase efficiencies. Six months later:
"You will be glad to know that we are now completely Shelf Ready with YBP and are moving out of a successful semester long Pilot Project for direct ordering through GOBI and will soon bring in all Liaisons and start educating Faculty. AND as our TS workflow shows definite signs of efficiency, we will be implementing III's Institutional Respository software and bringing new responsibilities to TS in managing metadata for digital projects. You put us on a very good track!"
Toni Katz, Assistant Director for Technical Services
Colby College Library
Macalester College Library --- September 2005
"I wanted to send a personal thank you for the time you spent with us and for the excellent report you prepared. [...] I was very impressed with the time you spent speaking with each staff person as well as with faculty. I believe they all felt that you listened and heard their concerns, as well as their comments about what not to change. I was also impressed with your approach, and clearly stated by you, that you won't suggest solutions that aren't suitable for our environment. Your ability to understand some of the distinctive aspects of our library and academic community is reflected in your report and the solutions and recommendations you suggested for us. This refreshing approach which stands apart from the "one size fits all" solution, is very much appreciated and it is one of the features that has most impressed me. [...]
I also want to mention the positive enthusiasm that has been demonstrated by the members of the Collection Management team after reviewing your recommendations. That is another measure of your success since there was no small amount of trepidation by several of the team members when we first discussed this project. "
Terri Fishel, Library Director
Macalester College
Macalester College Library --- September 2005
"We couldn't be more pleased with our R2 consulting experience. We were all impressed by the level of understanding that the R2 team has about libraries, and their inclusive way of incorporating our many voices into tailored recommendations for achieving our goals. We are excited to explore the possibilities presented to us and are already on our way to many positive changes just a few weeks after receiving the report. This experience has given us an energetic push towards a new, strategically planned, and optimistic future."
Angi Faiks, Associate Library Director
Macalester College
University of Minnesota Libraries --- August 2005
In July of 2005, UMN retained R2 Consulting to conduct a selection to access workflow analysis for monographs.
"The University of Minnesota Libraries is delighted with the results of R2's workflow analysis project and recommendations for process improvement. The discovery part of the project was as educational for us as it was for the consultants. Their recommendations represent a new way of thinking about the activities that make up the selection to access process and offer much more than improved ways of doing our work. Their emphasis on making strategic choices will help us to reframe our organization at a fundamental level and redirect our resources for maximum impact."
Peggy Johnson, Associate University Librarian
University of Minnesota
Also Editor, LRTS and Editor, Technicalities
University of Miami, Richter Library --- June 2005
In January 2005, University of Miami Libraries retained R2 Consulting to analyze and document the current range of practices and procedures in the technical services workflow from point of selection to provision of access. Working with subject librarians, acquisitions, serials, systems, cataloging , and physical processing staffs, R2 analyzed the effectiveness of the current workflow and recommended possible changes.
"I've been meaning to touch base and let you know how things are going. I'm actually meeting today with Acquisitions to discuss how we are going to physically rearrange the department , and am meeting with HR to review all the staff reclassifications that need to go into effect.
Here's an overview of results -- we've maintained a 60% increase in production since our new cataloging/processing guidelines went into effect on March 1. I gave them until June to eliminate the backlog -- and it was gone by the end of March.
I can't thank you enough for providing the catalyst for getting substantive changes made in our operations and in how we view and understand our work."
Cheryl Gowing, Director, Technical and Access Services
University of Miami Richter Library
Oberlin College Libraries --- May 2005
In April and May 2005, R2 Consulting spent five days analyzing the selection-to-access workflows of Oberlin College Libraries. The analysis included two days of on-site interviews, extensive review of documentation, and comparison of Oberlin's operation to those in similar libraries.
" R2 Consulting looked at all of our technical services operations. Their report was very balanced and comprehensive, and it gave us a lot of good suggestions for improving workflows and creating greater efficiencies."
Ray English, Director of Libraries
Oberlin College
University of Texas at Dallas --- March 2005
Based on two days of intensive interviews and data gathering at the McDermott Library, R2 identified several significant ways to increase efficiency and improve service, from resource identification through access.
"R2's penetrating analysis of our operation resulted in immediate improvements for our library. Rick Lugg and Ruth Fischer know the right questions to ask, and they provided us with a detailed report with specific recommentations, not vague platitudes. This was the most beneficial and useful exercise in organizational analysis I have ever experienced. They have my unqualified endorsement."
Larry D. Sall, Ph.D., Dean of Libraries
The University of Texas at Dallas
Yale University, Cushing/Whitney Medical Library --- February 2005
"Thank you for your great work --- you have allowed us to eventually accomplish what we never could have done on our own. Your analysis of problems was on target, your recommendations exciting. [...] We are moving forward -- trust me."
R. Kenny Marone, Library Director
Cushing/Whitney Medical Library
UAB, Lister Hill Library of the Health Sciences --- June 2004
"I'm very pleased with what you've sent! I think this is going to be tremendously helpful."
T. Scott Plutchak, Director
Lister Hill Library of the Health Sciences
University of Alabama at Birmingham
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