Analyzing Critical Incidents Stories to Understand Change Management Process in the Adoption of e-Resources at the University of Botswana Library

Abstract

ABSTRACTThis study used the critical incidents technique to gather the University Botswana Library staff's stories relating to the change management process during the implementation of e-resources projects. Purposive sampling technique was used to select 13 individuals who were involved in the implementation of various projects at the library. Data was analyzed using grounded theory techniques of open coding, selective coding, and axial coding. The results of the study showed that communication, investing in resources, capacity building, team building, garnering external support through collaboration, and users' involvement were key change management strategies used. The library staff were involved in the coordination of projects, systems selection, liaising with stakeholders and consultants, benchmarking, and conducting in-house training. The findings also showed some challenges encountered, which included staff ignorance, reluctance, and fear to take decisions, and inadequate training facilities. The study recommends dedicated project team members with reduced workload and having knowledge and skills to lead the teams to fully participate and engage in the project process.