Workflow Management Part 2: Externalize Authority
In a healthy library, authority over workflows and standards is vested in policy-based documents, not in individual employees.
On Tuesday, in my first post on the topic of workflow management, I discussed the importance of bringing complexity indoors, out of the patron’s experience. I called this internalizing complexity.
Today I’m going to talk about the importance of moving the locus of authority for workflow management out of the offices and job descriptions of individuals, and putting it into policy or training documents – what I call externalizing authority.
To explain, let me share an anecdote – one that can stand for many such experiences over the course of my career.
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