AN ANALYSIS OF THE CHANGE MANAGEMENT APPROACHES IN THE IMPLEMENTATION OF AN AUTOMATED LIBRARY INFORMATION SYSTEM AT THE CATHOLIC UNIVERSITY OF EASTERN AFRICA, NAIROBI, KENYA

Abstract

Despite the cost and the demands involved in the implementation of automated library systems, Catholic University of Eastern Africa (CUEA) library has used three automated library systems within the last eleven years. These systems have neither been fully implemented nor fully deployed. Planning and implementation of these systems has continuously been an involving and complicated endeavor, as each new system is introduced. At some point the three systems ran concurrently. The aim of the study was to investigate change management approaches in the implementation of automated library system(s) in CUEA University Library; with a view of making recommendations for successful IS implementation. The objectives of the study were to: map and audit the application of automated library system in the library; determine factors that necessitated the need for automated library system change in each occasion; examine approaches/procedures used in the automated system implementations; establish the responses of the library staff and users towards automated library systems and their subsequent library operations and services; investigate the challenges experienced in the implementation of automated library systems, and make recommendations for successful automated system implementation at CUEA library. The study was informed by Nolan, Lewin’s and Kotter theories of change management. The study adopted qualitative research design. Purposive and snowball sampling methods were employed to collect data from 67 subjects drawn from the top library management, ICT department of the university, and CUEA library staff and users. Data was collected using face to face semi structured interviews and focus group discussions. It was analyzed thematically and presented through use of descriptive narratives and tables. Main findings show that, rapid technological changes, system change resistance, inadequacy of skills in system implementation and poor change management strategies among others are some of the challenges libraries face while managing change in automated system implementation. The study recommends enhanced communication and training about the systems across all library staff and users; user participation and involvement in the system implementation; knowledge sharing between librarians, within and external to the university, on their system implementation experiences and strategies; diligent and consultative vendor terms assessment; and adoption of a realistic automation project plan.