Management Development Program (MDP), Harvard Institutes for Higher Education (2010)

Transcription

1 Lucy J. Harrison SUMMARY I am a proven leader with a commitment to supporting libraries and the communities they serve. I have spent the past twenty years providing creative leadership in service of the public postsecondary institutions of Florida, representing their needs in statewide, national, and international forums. I am currently the primary liaison between my organization and its 40 college and university member libraries, and have worked to establish formal partnerships and joint projects with such diverse stakeholders as the State Library of Florida, public libraries, independent colleges and universities, distance learning and student services, and K-12 school districts. Recent executive-level experience includes serving as Chief Operating Officer and the Director of Library Services for the Florida Virtual Campus (FLVC), an organization of 100+ staff, with a budget of over $20 million, a customer base of over one million, and an e-resources budget of $7 million. I have successfully managed the visioning, transition and merger of library staffing and support from four separate legacy organizations (online distance learning, online student registration and advising services, and two library support agencies) into a new service paradigm. I have overseen areas as diverse as e-resources licensing, Research and Development (R&D), project management, technology infrastructure, and digital services, in addition to traditional library services. As the founder and initial Coordinator of Florida s statewide Ask a Librarian program from its inception through launch and ongoing operations, I successfully recruited libraries of all types public, academic, and private from around the state to work together in this collaborative endeavor that now involves 130+ libraries. As the co-chair of the National Information Standards Organization s (NISO) Discovery to Delivery Topic Committee and a member of the NISO Architecture Committee, I helped focused those national groups on new strategic directions. I have been named as interim Executive Director of the legislatively-mandated Florida Academic Library Services Cooperative, the successor organization to FLVC s Library Services, and am leading the effort to formally establish the new organizational design. Specific skills include: Management and oversight of large-scale programs Commitment to innovative, user-focused services Project planning and process improvement Facilitation and issue resolution for diverse stakeholders Collaboration and cooperative strategic planning Negotiation and problem solving EDUCATION Bachelor of Science, Bachelor of Arts, Master of Science, Psychology (Honors) English Library and Information Studies University of Florida, 1993 University of Florida, 1993 Florida State University, 1995 Management Development Program (MDP), Harvard Institutes for Higher Education (2010) PROFESSIONAL CERTIFICATIONS AND MEMBERSHIPS Project Management Professional (PMP) (Certification # ) New Product Development Professional (NPDP) Board of Directors, Florida s Statewide Ask a Librarian Service (2005 present) Co-Chair, NISO Discovery to Delivery (D2D) Topic Committee (July 2012 Jun 2014); Member (January 2012 present) Member, NISO Architecture Committee (July 2012 June 2014) American Library Association (ALA) Library & Information Technology Association (LITA) Florida Library Association (FLA)

2 WORK EXPERIENCE Director of Library Services, Florida Virtual Campus (FLVC) 1/2013 present Interim Executive Director, Florida Academic Library Services Cooperative (FALSC) (successor organization) Provide leadership and oversight of multiple legislatively-mandated statewide programs serving all 40 public postsecondary institutions in Florida with over a million students and 60,000+ faculty and staff. State level responsibilities include liaising with library deans and directors, advisory groups, the FLVC Board of Directors, and its Executive Advisory Council, and providing reports and information to other stakeholders (including legislative staff, the Florida Department of Education, the State University System s Board of Governors, and the State Library of Florida), ensuring that the library services FLVC provides are meeting their needs and expectations. Provide leadership and oversight of FLVC involvement in statewide, national and international cooperative and collaborative endeavors (e.g., NISO, ICOLC, FLA, ALA, etc.) Oversee negotiations with vendors on statewide contracts for e-resources ($7+ million), library systems ($1.5+ million), interlibrary loan delivery, OCLC services, and many more. With other leadership, responsible for an annual budget of $20+ million. Oversee 50+ staff across two separate physical offices, providing direction, motivation, and coaching to ensure a well-trained and empowered staff. Oversee all of FLVC s efforts in library software development, applications support, digital services, and customer relations and support, balancing the needs of customers with available resources. Consolidate library support services across Florida s college and university systems and inspire a user-centered focus in all FLVC services. Oversee an HDI (Help Desk Institute) certified 10-person Help Desk that provides differentiated assistance to students (quick technical help) and staff (in-depth service support) statewide via phone, , and chat, using a robust Customer Relationship Management (CRM) solution. Help craft FLVC s strategic vision and determining budget, technical, and organizational decisions across the library, distance learning, and student services program areas. Craft legislative budget requests, provide supporting documentation, and answer questions from legislative staff and others. Lead FLVC s annual planning process, gathering input from all stakeholders, prioritizing projects, and aligning them to measurable goals. Serve as the face and voice of FALSC/FLVC to stakeholders including the Members Council on Library Services (MCLS) and its Executive Committee. Create and oversee committees and task forces, including those associated with the evaluation, negotiation, and implementation of a next-generation integrated library system; and the Open Access Textbooks and Educational Resources task force, which is investigating ways to reduce textbook fees statewide. Serve as FLVC staff liaison to Board of Directors and Executive Advisory Council. Communicate with stakeholders via monthly written updates and more frequent informal communications. Chief Operating Officer, College Center for Library Automation (CCLA)/FLVC 11/2011 1/2013 Served as interim COO during the unexpected and legislatively-mandated merger of the College Center for Library Automation (CCLA) with three other organizations (the Florida Center for Library Automation (FCLA), the Distance Learning Consortium (DLC), and the Florida Center for Academic and Advising Support (formerly FACTS.org)). Provided leadership and guidance in combining the organizations, and in the design and implementation of a new governance and advisory structure. Promoted new levels of cooperation and collaboration for diverse advisory and governance groups. Took the lead in ensuring that internal staff voices were heard and recognized during the transition, via multiple visioning and strategic planning workshops. Identified operational areas to be consolidated to provide a single point of contact for example, the establishment of the statewide Help Desk. Through the merger and beyond, oversaw the daily operations of CCLA (and later, FLVC), ensuring that all staff were fully trained and empowered to perform work in support of customers in libraries statewide. Senior management responsibilities included strategic and annual planning, budgeting, and organizational design decisions. Led a crossfunctional team that oversaw the portfolio of all customer-facing products, services, projects, and business processes. Oversaw 60+ staff in systems and network support, library technical support, library customer support, library product support, R&D, and communications and marketing, providing direction, motivation, feedback and support. Identified, pursued, and obtained externally funded partnership with School District of Palm Beach County for FLVC development of an innovative College and Career Readiness Evaluation. 2 of 5

3 Director, Product Development and Management, College Center for Library Automation (CCLA) 7/ /2011 Directed CCLA's Product Development and Management division, which included the Research and Development, Product Communications, and Product Architecture workgroups. Took the lead in shifting organizational thinking to a more agile, innovative, and entrepreneurial approach to product development and support. Introduced formal Lifecyle Management of the products and services CCLA provided to its customers, which included directing research and development activities, directing product communication and marketing activities, strategic planning for existing products, opportunity identification and roadmap planning for new products, technology innovation management, and high-level oversight of all product-related efforts. Oversaw and directed the Project Management Office, ensuring that project management best practices were identified, developed, implemented and followed. Project management experience included several strategic and high-impact projects, including leading CCLA's formalized annual planning process, and leading the organization-wide transition to a new matrix management governance and oversight structure for all projects, business processes, and products. Product Development Coordinator, College Center for Library Automation (CCLA) 3/2005 6/2008 Coordinated and oversaw the Product Development workgroup at CCLA. Managed programs and staff to ensure the identification and analysis of new technological trends, issues, and standards, as well as the evaluation and recommendation of products and services to enhance library programs statewide. Managed workgroup and R&D budgets. Member of the annual planning team, which included budget and project decisions. Member of the Implementation Team, which met weekly to address organizational budget, project portfolio, process, and resource issues. Designed and implemented organization-wide Project Portfolio Management program. Led the transition to a new governance and oversight program for all projects, business processes, products, and customers (completed in next position). Coordinated with design teams to develop new products designed to meet student and staff needs. Coordinated the writing of R&D reports to meet organizational goals and strategic needs. Coordinator, Florida s Statewide Ask a Librarian Service 10/2002 8/2003 Concurrent with Product Development Consultant position, founded and directed Florida's statewide grant-funded Ask a Librarian service in partnership with the Tampa Bay Library Consortium (TBLC). Led the program s development from conception, to design, to launch, presenting at state and national gatherings to promote the service and convince libraries to participate. Carefully grew relationships with institutional partners (initially 40 libraries, now 130+), building understanding and trust. Liaised with statewide advisory committee to create guidelines, policies and service quality procedures. Coordinated all aspects of the service, including budget and strategic planning. Hired and trained staff, including a permanent full-time coordinator. Identified user needs, oversaw technical development of the service, developed documentation and promotional materials, and developed customer satisfaction measures. With project staff, designed the service's interface and infrastructure. Wrote all grant-related materials: funding proposals, RFPs, project revisions, reports. Resolved project issues. Hired, trained, and mentored permanent full-time Coordinator. Ask a Librarian was named one of only three Exemplary Projects' by the State Library of Florida in Product Development Consultant, College Center for Library Automation (CCLA) 6/2002 3/2005 Identified and analyzed new technological trends, issues, and industry standards. Evaluated and recommended new technologies and product enhancements. Led cross-functional teams to develop and implement products and services. Managed CCLA's statewide electronic resources and group licensing programs, working with library staff and vendors to select, license and provide access to a suite of information resources and content to meet students' needs. Ensured that product licenses addressed CCLA and library needs in areas such as copyright, resource sharing, and access. Established and grew relationships with vendors to ensure CCLA's needs were met. Consulted with internal and external staff to assess, analyze, troubleshoot and solve technical and non-technical issues, providing detailed and personalized customer support. Used primary and secondary market research techniques to identify and assess user needs, then creatively address those needs. Researched and wrote R&D reports, feasibility studies, and marketplace scans. 3 of 5

4 Library Services Consultant, College Center for Library Automation (CCLA) 10/2000 6/2002 Provided customized consulting, informational sessions and workshops for community college library staff. Managed CCLA's statewide electronic resources and group licensing programs (see details in Product Development Consultant position, above). Planned, developed and delivered training to library staff of varying technical expertise. Led several projects including statewide integration of reference services, improvements to the Library Information Network for Community Colleges (LINCC) and the LINCCWeb online library catalog, and implementation of My Account service within LINCCWeb. Worked with advisory committees and other external groups to identify user needs and enhance library services in community colleges libraries statewide. Won the Excellence in Customer Support award from CCLA. Wrote successful grant for $400,000 in LSTA funds to develop and implement Ask a Librarian, a statewide live chat reference service, then oversaw the coordination of that service (see details in Coordinator, Virtual Reference position, above). Library Database Specialist, College Center for Library Automation (CCLA) 3/ /2000 Provided direction and support for accessing all CCLA databases and information resources, including interpreting guidelines, preparing written evaluations, and making recommendations for improvement. Maintained and updated records in statewide library system database, including patron and bibliographic (MARC) records. Defined procedures for loading files and performing maintenance. Created appropriate documentation and led troubleshooting, database preparation, file loading, and quality control activities. Headed project to create site for sharing of statewide Information Literacy web-based course (LIS2004). Led team to design user interface for new Web catalog. Instructor / Reference Librarian, Faculty, Indian River Community College 1/1996 3/1999 Managed the library's reference and government documents departments, including planning, acquisitions and documents cataloging. Developed and taught for-credit courses (via the Web and in person) within the library paraprofessional program, as well as information literacy and research instruction courses for general students. Analyzed and updated collection of circulating books. Developed and taught bibliographic instruction classes for college students. Installed databases and acted as liaison between library and technical support. Provided reference assistance, troubleshooting, and in-depth customer service to library patrons. Oversaw scheduling for staffing public access areas. Served on CCLA's initial Patron Access Committee, providing insight and advice on statewide student and library products. OTHER MEMBERSHIPS, ROLES, AND CERTIFICATES Beta Phi Mu International Library and Information Science Honor Society American Association of University Professors ( ) Florida Association of Community Colleges ( , ) Graduate, Management Development Program (MDP), Harvard Institutes for Higher Education (2010) Graduate, Train the Trainer, Rollins College, 2000 Graduate, Train-the-Trainer: Core Skills for Managing Projects, Martin Training, 2008 TEACHING EXPERIENCE CGS 1050: CGS 1053: CGS 1130: LIS 1002: LIS 1012: LIS 1017: Electronic Access to Information (1 credit course, Indian River Community College) Electronic Access to Education Information (1 credit course, IRCC) Electronic Access to Legal Resources (1 credit course, IRCC) Introduction to Internet Research (3 credit in-person and Web course, IRCC) Technology in the Library (3 credit Web course, IRCC) Special Libraries and Collections (3 credit Web course, IRCC) 4 of 5

5 PUBLICATIONS Learning Styles in the Library: All Students are Equal, but Some are More Equal Than Others, Florida Libraries, Nov/Dec (Named year s "Best Article" by the Florida Library Association, April 1998). Stress Relief: Help for the Anxious Patron from the Reference Desk, The Reference Librarian, Vol. 33, Nos. 69/70. PRESENTATIONS Presenter at Florida Education Technology Conference (FETC), 2014 Presenter at the Florida Library Association's annual meeting, 1998, 2010, present Presenter at LINCC/FLVC/FALSC user meetings (ongoing) E-Media and Libraries presentation at PLAN Unconference (August 2010, and later at FSU and FAMU) Presenter at International Coalition of Library Consortia (ICOLC meeting), April 2008 Presentations on statewide Ask a Librarian project given at various events and to and to individual libraries, 2003 Five one-day workshops: From Data to Action: The Role of Assessment in a Customer-Focused Library, 2002 Five one-day workshops: Electronic Collection Development, 2001 Five one-day workshops: Collection Development, 2000 Information Literacy presentation to Community College Council of Instructional Affairs, 2001 Presenter at the Florida Library Paraprofessional Workshop, AWARDS Ask a Librarian named Exemplary Project by State of Florida, 2003 Best Article, Florida Library Association, Excellence in User Support, CCLA, 2002 First prize, Florida First Coast Writers Festival annual novel contest, Selected for anthology of World's Best Online Fiction Writing, escene, 1996 and of 5