The Access Model: MANAGING THE TRANSFORMATION AT ASTON UNIVERSITY

Aston University Library and Information Services has followed an“access” strategy since 1985‐86, adopting the model of a specialized industrial information service. Its style of provision is characterized by services tailored to customer needs, innovation through IT and devolved financial management. Information resource provision has moved significantly from print to electronic sources, featuring distributed self‐service access via a campuswide network and promotion of information management skills among the whole community. Service level agreements for “standard” and “tailored”services are being developed with academic departments in the context of a trading company model. The role of information specialists has shifted from intermediary to adviser and facilitator, and now involves acting as local operations manager for a range of electronic products and services. Critical success factors include strategic and operational plans and priorities, staff of the right calibre, a supportive organization culture, an effective IT infrastructure and comprehensive management information systems.