uccs029-glenn.pdf (177.67 kB)
Download fileSmall Carrots, No Sticks: Engaging Campus Business Partners in the Design and Deployment of New Enterprise Services in a Decentralized Campus Environment
journal contribution
posted on 2018-10-09, 00:00 authored by Jason GlennJason Glenn, Kenneth RoseKenneth RoseDuring a single academic year, Carnegie Mellon University Libraries'
Digital Strategy team launched two major IT service offerings in support
of university-wide strategic initiatives: A new Integrated Library
System (ILS) and an Enterprise Research Information Management System.
The former replaces the operational heart of the library; the latter
positions the library at the center of the research enterprise at
Carnegie Mellon, introducing Libraries to entirely new and demanding
customers and partners. We outline the challenges of engaging campus
business partners in a remarkably decentralized environment and present
strategies and tactics used by the Library IT project and service
managers to facilitate successful service launches. This includes a
review of approaches to engagement and timeline management with campus
customers and data providers, vendor management tactics, and evolving
efforts to foster support for our services and associated projects.
Presented at the ACM SIGGUCS 2018 Conference in Orlando, Fl.