UCLA Library

The User Engagement division was established during a recent reorganization aimed at bringing together public-facing library services under one associate university librarian (AUL). This affected thirty-five academic and career staff across several libraries, including the Arts Library, Louise M. Darling Biomedical Library, Eugene and Maxine Rosenfeld Management Library, Music Library, Powell Library, Science and Engineering Library, and the Charles E. Young Library Humanities and Social Sciences Division; each of these libraries had differing existing administrative structures and norms. The establishment of User Engagement required those staff to combine and divide units as well as workflow processes in order to successfully integrate and scale public services for patrons. A year later, John Kotter’s eight-step model of change provides an excellent framework to analyze the successes and ongoing challenges of the reorganization.