I have been mostly absent from ACRL Tech Connect this year because the last nine months have been spent migrating to a new library systems platform and discovery layer. As one of the key members of the implementation team, I have devoted more time to meetings, planning, development, more meetings, and more planning than any other part of my job has required thus far. We have just completed the official implementation project and are regular old customers by now. At this point I finally feel I can take a deep breath and step back to think about the past nine months in a holistic manner to glean some lessons learned from this incredible professional opportunity that was also incredibly challenging at times.
In this post I won’t go into the details of exactly which system we implemented and how, since it’s irrelevant to the larger discussion. Rather I’d like to stay at a high level to think about what working on such a project is like for a professional working with others on a team and as an individual trying to make things happen. For those who are curious about the details of the project, including management and process, those will be detailed in a forthcoming book chapter in Exploring Discovery (ALA Editions) edited by Ken Varnum. I will also be participating in an AL Live episode on this topic on October 8.
A project like this doesn’t come as a surprise. My library had been planning a move to a new platform for a number of years, and had an extremely inclusive selection process when selecting a new platform. When we found out that we would be able to go ahead with the implementation process I knew that I would have the opportunity to lead the implementation of the new discovery layer on the technical side, as well as coordinate much of the effort on the user outreach and education side. That was an exciting and terrifying role, since while it was far less challenging technically to my mind than working on the data migration, it would be the most public piece of the project. In addition it quickly became clear that our multi-campus situation wasn’t going to fit exactly into line with the built in solutions in the products, which required a great deal of additional work to understand the interoperability of the products and how they interacted with other systems. Ultimately it was a great education, but in the thick of it seemed to have no end in sight.
To that end, I wanted to share some of the lessons I learned from this process both as a leader and a member of a team. Of course, many of these are widely applicable to any project, whether it’s in a library systems department or any work place.
Someone has to say the obvious thing
One of the joys of doing something that is new to everyone is that the dread of impostor syndrome is diminished. If no one knows the answer, then no one can look like an idiot for not knowing, after all. Yet that is not always clear to everyone working on the project, and as the leader it’s useful to make it clear you have no idea how something works when you don’t, or if something is “simple” to you to still to say exactly how it works to make sure everyone understands. There’s a point at which assuming others do know the obvious thing is forgetting your own path to learning, in which it’s helpful to hear the simple thing stated clearly, which may take several attempts. Besides the obvious implications of people not understanding how something works, it robs them of a chance to investigate something of interest and become a real contributor. Try to not make other people have to admit they have no idea what you’re talking about, whether or not you think they should have known it. This also forces you to actually know what you’re talking about. Teaching something is, after all, the best way to learn it.
Don’t answer questions all the time
Human brains can be rather pathetic moment to moment even if they do all right in the end. A service mentality leads (or in some cases requires) us to answer questions as fast as we can, but it’s better to give the correct answer or the well-considered answer a little later than answer something in haste and get the answer wrong or say something in a poor manner. If you are trying to figure out things as you go along, there’s no reason for you to know anything off the top of your head. If you get a question in a meeting and need to double check, no one would be surprised. If you get an email at 5:13 PM after a long day and need to postpone even thinking about the answer until the following day, that is the best thing for your sanity and for the success of the project both.
Keep the end goal in mind, and know when to abandon pieces
This is an obvious insight, but crucial to feeling like you’ve got some control of the process. We tend to think of way more than we can possibly accomplish in a timeframe, and continual re-prioritization is essential. Some features you were sold on in the sales demo end up being lackluster, and other features you didn’t know existed will end up thrilling you. Competing opportunities and priorities will always exist. Good project management can account for those variables and still keep the core goals central and happening on time. But that said…
Project management is not a panacea
The whole past nine months I’ve had a vision that with perfect project management everything could go perfectly. This has crept into all areas of my life and made me imagine that I could project manage my way to perfection in my life with a toddler (way too many variables) or my house (110 year old houses are nearly as tricky as toddlers). We had excellent project management support from the vendor as well as internally, but I kept seeing room for improvement in everything. “If only we had foreseen that, we could have avoided this.” “If only I had communicated the action items more clearly after that meeting, we wouldn’t be so behind.” We actually learned very late in our project that other libraries undertaking similar projects hired a consultant to do nothing but project management on the library side which seemed like a very good idea–though we managed all right without one. In any event, a project manager wouldn’t have changed some of the most challenging issues, which didn’t have anything to do with timelines or resources but with differences in approach and values between departments and libraries. Everyone wants the “best” for the users, but the “best” for one person doesn’t work at all for another. Coming to a compromise is the right way to handle this, there’s no way to avoid conflict and the resulting change in the plan.
Hopefully we all get to experience projects in our careers of this magnitude, whether technical or not. Anything that shifts an institution to something new that touches everyone is something to take very seriously. It’s time-consuming and stressful because it should be! Nevertheless, managing time and stress is key to ensure that you view the work as thrilling rather than diminishing.