Seeing the bigger picture: an investigation into the impact of process mapping on the management of change in a university library

This paper examines the impact of process mapping on the management of change in an academic library in a UK higher education institution. Book ordering has been highlighted by a group of subject librarians as being time-consuming and inefficient, detracting from their ability to respond to new challenges and opportunities. An action research approach is used to bring the subject librarians together to draw book ordering process maps, identify on the maps where perceived problem areas lie and discuss potential solutions. Analysis of the empirical data suggests that process maps used in an action learning setting are impactful in terms of demonstrating readiness for change, showing where change is needed and creating a vision for change. The value of investigating the impact of process mapping through the lenses of different change models is discussed and the applicability of this approach to other professional services settings in higher education is explored.