Copyright "Copyright Eugene L. Spencer, Kelly Stover, and Jean Zappe, 2004. This work is the intellectual property of the author. Permission is granted.

Copyright

"Copyright Eugene L. Spencer, Kelly Stover, and Jean Zappe, 2004. This work is the intellectual property of the author. Permission is granted for this material to be shared for non-commercial, educational purposes, provided that this copyright statement appears on the reproduced materials and notice is given that the copying is by permission of the author. To disseminate otherwise or to republish requires written permission from the author."

Developing a Collaborative Organization

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Developing a Collaborative Organization

Gene Spencer Kelly Stover Jeannie Zappe

Information Services & Resources (ISR)

Bucknell University

October 21, 2004

“Organizational Culture”

What visions come to mind when you hear this term?

How often do we think about how well our organizations are working?

How often is the organizational culture an obstacle to change?

Our “opportunity”• 1997 – merger of IT and Library

organizations at Bucknell University• Goal was to create a single merged

organization• Each organization had its own culture:

– Definitions of leadership– Working styles– Relationships– Approaches to making decisions

Our “opportunity”

• We had to face the issue of culture directly

• Neither of the existing cultures was appropriate for the new organization

• To be successful… we needed to create something unique, something appropriate for our entire organization, something that would resonate with everyone

It wasn’t “either or”

But the BEST of both!

Our work on organizational values

• We had spent time developing a list of the things we valued as an organization

• Most of them described things that were “cultural” in nature

• That formed a good basis to creating a new culture

Collaboration is the key…• The word “collaboration” formed the basis

of our new culture• Libraries have been collaborating for

centuries• Our team-based IT organization

understood collaboration• Creating a “Collaborative Work

Environment” was something that appealed to everyone.

Our Values – version 2.01. We value our role in the mission of the

University2. We value exceptional customer service3. We value a collaborative work

environment4. We value leadership throughout the

organization5. We value a healthy work environment6. We refuse to let each other fail!

Who “owns” the culture?

• The Boss?

• The Leadership?

• The Consultant?

• No one?

• Someone else?

• Everyone?

Our solution

• We wanted everyone to own the culture, but some entity needed to facilitate the work of shaping it

• We engaged multiple members of the staff in working on culture

• People of vision and passion• Those who weren’t afraid to try something

they had never done before

What is an Organizational Development Team (ODT)?

Mission Statement:

Instrument of organizational development by: • Promoting a collaborative work environment• Providing resources and initiatives that

support individual and work group progress toward “Living our Values”

The ISR process

• Developing our Collaborative Work Environment (CWE) was just one more example of what we call “the ISR process.”

• The ISR process models collaboration, inclusiveness, and focusing on our strengths and what’s working well… and then doing more of it (based on a concept called Appreciative Inquiry).

The ISR process…

• Shared purpose/goal• Involvement and inclusiveness• Facilitated conversations• Ask the right questions• Focus on strengths and hope• Transform “problem talk” into “possibility talk”• Create a learning organization• Celebrate accomplishments and recognize staff

Ask the right questions

Scenario 1:

“OK, let’s brainstorm. What are all of the things that aren’t working in our organization right now. Let’s make a list so that we can fix them.”

Ask this question and you’ll end up with a list of everything that’s broken in the organization.

Ask the right questions

Scenario 2:

“Imagine you had a magic wand and could have three wishes granted to heighten the health and vitality of this organization. What would they be?”

This question still gets at what could be better, but it’s focused on health and vitality, both of which are positive qualities of an organization. There will likely be much more hope for the future associated with this conversation.

Source: Encyclopedia of Positive Questions.

Our journey to a Collaborative Work Environment (CWE)

• “Living our Values” (October 1999)• A vision for a CWE from ISR leadership

– Developed from the best cultural elements that exist in our organization, our CWE defines our way of working together based on ISR’s shared values

• Large group and work group meetings– What are the characteristics that are most important to a CWE,

and which need the most attention now in ISR?

• We used a consultant at key moments– Maureen Sullivan of Maureen Sullivan Associates,

[email protected].

Our journey (cont’d)• “A Guide for Working in ISR’s Collaborative Work

Environment”– http://www.isr.bucknell.edu/About_ISR/Collaborative_Work_Envi

ronment.html

• Lots of professional development for staff using a variety of resources within our staff, on campus, and off campus

• We celebrated our CWE!

A Guide for Working in ISR’s Collaborative Work Environment

• We focus on customer service as the big picture.• We do “the right thing.”• We base our relationships on trust.• We thrive on communication.• We get the right people together at the right time.• We believe that collaboration is built on appropriate involvement.• We make decisions by consensus.• We encourage development and growth.• We are all leaders.• We recognize accomplishments.• We lead by example.

Other examples of the ISR process

• The ISR Vision & Values– http://www.isr.bucknell.edu/About_ISR/Vision_Values/index.html

• The ISR Performance Planning Process• The ISR Service Model

– http://www.isr.bucknell.edu/About_ISR/Our_Service_Philosophy.html

• Technology Support work redesign– http://www.isr.bucknell.edu/img/assets/8495/Road_Less_Traveled_Paper.pdf

• Merging operating budgets• Research Services work redesign• Leadership at all levels of the organization in ISR

The work of ODTODT facilitates events, celebrations, recognitions to create

the collaborative work environment

• “Changing World of Work” – staff development series based on career planning

• Care and feeding of our “Vision and Values” • Brainstorming characteristics of a CWE by work group• Staff Resource Centers where people can learn together• “Coaching & Feedback” training with Maureen Sullivan.

3-month process: Introduction, Practice the Skills, Review the Skills

• Performance Planning Process – a staff driven process!

• Various targeted professional development opportunities– Myers-Briggs Type Indicator, meeting skills, Thursdays@10,

collaboration skills• ODT & others attend “1st International Conference on

AI – Accelerating Positive Change”• “Living our Values” revised• New Employee Orientation Guidelines • Lots of recognition! Examples include:

– Engraved brass paperweight star with personal note – Shirts and mugs– Stars/diamonds for work groups, teams and projects

• ISR Intranet

The work of ODT

The ISR Intranet

Celebrating our values:a year-long event

January: “We Value Leadership Throughout the Organization”– Thurs@10 Kickoff on "Celebrating Our Values" - Jeannie

facilitated 3 Things Exercise (What three things do you want to learn and what three things can you share?) and distributed Living Our Values tablets

February: “We Value Exceptional Customer Services”– Service model note (statements) tied to heart shaped lollipops

(local candy store); “Ground Hog Day: What shadow do we cast?” job shadowing project utilizing data from January’s “3 Things Exercise” (matched staff who wanted to learn something new, common interests); awards recognition in library exhibit cases

Celebrating our values:a year-long event

March: “We Value A Healthy Work Environment”– Monday morning fresh fruit staff lounges; last Monday all

chocolate!; “Beat the Winter Blahs” provided movie (My Big Fat Greek Wedding) & desserts; swimming tips; Benefits of Massage workshop with local message therapist & 10-minute chair massages funded by special donor!

April: “We Value Our Role in the Mission of the University”– Spring into action! Different perspectives about the mission

through a series of presentations by other university colleagues from various departments on campus

May: “We Value a Collaborative Work Environment”– “It’s raining values, planting seeds, and helping each other

grow.” Gene introduced “A Guide to Working in ISR's Collaborative Work Environment”; staff received potted flower; Nominations sought for ISR's Living Our Value Award

– Project Management training

June & July: “Take a well deserved break!”– No events planned, staff vacation, summer projects

Celebrating our values:a year-long event

August: “We Value A Healthy Work Environment”– Healthy balance; survival packs, pick me ups– New ISR shirts for staff

September: “Take a well deserved break!”– Start of the semester crunch

Celebrating our values:a year-long event

October: “We Value Our Role In The Mission Of The University & We Value LeadershipThroughout The Organization”– “Don’t disguise your values.” Maureen Sullivan facilitated

leadership workshop for staff– Different perspectives about the mission of the university through a

series of brief presentations by various campus colleagues, department and programs

November: “We Value A Healthy Work Environment”– “Giving thanks for our CWE.” Facilitated session by asking staff

"Tell Your Story: How in the past year have you experienced collaboration?“ Share a story, draw it or do a skit.

Celebrating our values:a year-long event

December: “We Value A Healthy Work Environment”– “We value having a balance between our personal and professional

lives.” Take a well deserved break – happy holidays!

January: “We Value Exceptional Customer Service & We Refuse To Let Each Other Fail”– Promoted an understanding of practical issues relating to our

service model. Facilitated “Give 'Em the Pickle!” customer service training, we ate pickles, of course.

Celebrating our values:a year-long event

ODT II – What’s next

• New focus• Membership increased to include more “techies”• Constant focus on our culture• Better alignment with leadership team• Goals: support strategic planning, support blend

of both people and technical development skills, and develop new employee orientation

• Continue to celebrate and recognize staff

Never Doubt…

Never doubt that a small group of thoughtful committed people can change the world: indeed it's the only thing that ever has! Margaret Meade

Resources

• The 2nd International Conference on Appreciative Inquiry: Creating Extraordinary Organizations for Business and Society, September 19-23, 2004, Miami, FL.

• Encyclopedia of Positive Questions, Volume One. Using Appreciative Inquiry to Bring Out The Best in Your Organization. D. Whitney, D. Cooperrider, A. Trosten-Bloom, B. Kaplin.

• The Thin Book of Appreciative Inquiry, 2nd edition. Sue Annis Hammond.

• Type Talk at Work. Otto Kroeger and Janet M. Thuesen.

Gene Spencer [email protected] Zappe – [email protected] Stover – [email protected]

Thank You!

What is Appreciative Inquiry?

“Appreciative Inquiry (AI) is a process that focuses on leveraging an organization’s core strengths rather than seeking to overcome or minimize its weaknesses. It is based on a deceptively simple premise: that organizations grow in the direction of what they repeatedly ask questions about and focus their attention on. AI does not seek to change people; instead, it invites people to engage in building the kinds of organizations and communities that everyone wants to work and live in… it strengthens an organization’s ability to capitalize on people’s energy and passion, and realize its full potential around a shared vision.”

Source: The 2nd International Conference on Appreciative Inquiry: Creating Extraordinary Organizations for Business and Society, http://www.aiconsulting.org/conference2004/overview.htm.

What is Appreciative Inquiry?

“By implementing AI, organizations, teams, and individuals can achieve and maintain positive change, and create truly extraordinary organizations that contribute to the well-being of their stakeholders, their communities, and the planet.”

Source: The 2nd International Conference on Appreciative Inquiry: Creating Extraordinary Organizations for Business and Society, http://www.aiconsulting.org/conference2004/overview.htm.