Me and My Shadow: Observation, Documentation, and Analysis of Serials and Electronic Resources Workflow

Abstract

Libraries embarked on a comprehensive project to document and review the Libraries' serials and electronic resources workflow with the goals of introducing greater efficiency, clarity, and simplicity into processes across the serials unit and of increasing training opportunities for department-wide understanding of the serials lifecycle. This paper examines the method used to observe and collect information about serials and electronic resources work, the process of synthesizing that information into a graphical representation of the serials lifecycle, and the workflow analysis undertaken to introduce improved serials processes. The value of the project is demonstrated through a discussion of efforts for workflow education, analysis, and improvement at the NCSU Libraries directly instigated by review of the process documentation by technical services staff members. Serials Review 2009; 35:242-252.While there are many definitions of workflow, Wikipedia offers one of the simplest, most useful, and, at the same time, most challenging definitions as it relates to the processing of serials and electronic resources. Wikipedia defines workflow as "a model to represent real work for further assessment, e.g., for describing a reliably repeatable sequence of operations." 1 As those who manage serials and electronic resources know well, the difficulty in defining that type of workflow rests precisely with the two words reliably repeatable. While many functions indeed fall into predictable patterns and processes, picking those patterns out of the mess of troubleshooting, problem solving, and crisis management that is the hallmark of serials work can be a challenge.In an effort to gain a handle on the elements that make up core serials workflow and to understand how staffing resources are appropriately and efficiently allocated amongst those elements, the Metadata & Cataloging Department at the North Carolina State University (NCSU) Libraries has endeavored to define the reliably repeatable processes that make up its serials and electronic resources workflow by engaging in an intensive three-stage process designed to discover and evaluate how work really gets done. The project included a staff shadowing process to gather onthe-job data about how serials and electronic processes are completed, a workflow mapping phase to create easy-to-understand graphical representations of these processes, and a workflow analysis phase to review and revise the processes for greater efficiency and clarity. The direct observation of the shadowing process and the visual nature of the workflow maps facilitated the goal of conducting a close examination of NCSU's serials and electronic resources processes with an eye towards identifying unnecessary handoff points, eliminating duplication of effort, and correcting tasks performed erroneously or not at all.

An Agile Approach to Technical Services

“…One of the best ways to collect information about how work gets done is through shadowing. 8 Shadowing involves sitting down with people and watching them as they perform the work you will map. Shadowing tends to provide the most detailed and realistic depiction of an activity, as people often take things for granted or forget details if they are just describing a process verbally.…”

Going with the Flow: Shadowing in Organisations

“…Gehman et al, 2013), processes (e.g. Blake & Stalberg, 2009), roles (e.g. Gilliat-Ray, 2011) and interactions (e.g.…”

Qualitative shadowing as a research methodology for exploring early childhood leadership in practice

“…There can be tension during the shadowing process, as the shadowee may feel insecure about being constantly and immediately available throughout the data collection process. This discomfort is possible, even if the researcher's aim was not to assess or monitor the practitioner's behaviour, and instead was clearly focused on learning about the participant's everyday experiences and practice (Blake and Stalberg, 2009).…”