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IBC:FosteringanInnovativeWorkplaceCreativeProblemSolvingInstituteConference

Adam’sMarkHotel,Buffalo,NYJune21‐25,2010

PresentersM.J.D’Elia(mdelia@uoguelph.ca)LearningandCurriculumSupportLibrarianUniversityofGuelphRobinBergart(rbergart@uoguelph.ca)UserExperienceLibrarianUniversityofGuelphObjectivesforthispresentation

1. Understandtheimportanceofinnovativepracticewithinlearningorganizations

2. Learnsimplestrategiestofostermoreinnovativethinkinginyourorganization

3. Recognizethevalueofplaytoproductivity4. Learnhowmakingthefamiliarunfamiliarcanleadtoinnovative

breakthroughs5. Transferourideasforstafftrainingincreativityandinnovationtoyour

particularorganizationorcontext

FreeAssociationGame(Instructions)

• Insmallgroups,answerthefollowingquestion:Howisalibrarylike_______?• Fillintheblankswithoneofthefollowingwords:Airport,submarine,gas

stationandgarage,spaorsalon,hotel,hospital,tattooparlour,orchestra,researchlaboratory,skiresort,farmers’market,amusementpark,hockeyarena,cargovan,policestation,farm

• In2minutes,brainstormasmanysimilaritiesbetweenlibrariesandtheseobjects/placesaspossible

FreeAssociationGame(Purpose)

• Simpleactivitytogetparticipantstopracticetheirlateralthinking–forcesparticipantstolookforconnectionsorfreeassociationsbetweenseeminglyunrelatedobjects

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• Shiftsthemoodandsignifiestotheparticipantsthattheyareinforsomethingdifferent(andthat’sokay)

• Canrevealamoreinterestingpictureoftheobjectsthatarebeingfreeassociated

• Highlightstheimportanceoflookingoutsideourindustry(libraries)forsolutionstotheproblem(toooftenwefocusonwhatotherlibrariesaredoingandwemissbroadertrendsinotherindustries)

• Sincetheparticipantsarenotlibrarians,thisactivityalsohighlights(inalight‐heartedmanner)thestereotypesthatexistaboutlibrariesandlibrarians.

UniversityofGuelph(http://www.uoguelph.ca/)

• Mid‐sizedteachingandresearchinstitution• Undergraduate,graduateandprofessionalprograms• Over22,000students

UniversityCulture

• Placewherethelonewolfthrives• Conservative,bureaucratic,competitive,hierarchical,• Focused(obsessedwith)thewrittenwordoverimagesortactile,kinesthetic,

etc.(allcharacteristicsanathematocreativity)andyetalsoplacesassociatedwithfreedomofthoughtandexpression,generatingideas,collaborationsinscience,etc.

• Tenureisthemainpursuit–butsuchsecurityactuallyleadstoalotofcomplacency

McLaughlinLibrary(http://www.lib.uoguelph.ca/)

• Primarylibraryoncampus• Sciences,socialsciences,humanitiesandarts• Busyhuboncampus–11,000+visitorseachdayduringtheacademicyear• 120+staffmembers,approximately23librarians

LibraryCulture

• Notviewedasacuttingedgeprofessionoraparticularlyinnovativeplacetowork.

o TheInternethasbecomethego‐toplaceforinformation

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o Isconserving,maintaining,organizing,controllingroleoflibrariesincompatiblewithriskandinnovation?Wherecaninnovationhappeninalibrary?Intheheadsoftheusers?

• Byandlargewearen’taboutproducingnewproductsandservicesbutaboutfacilitatingotherpeople’swork,soinnovationlooksdifferentwherewework

• Whileweareaccountabletoourusers,wedon’thavethesamepressurestobecuttingedgeandtoinnovateasabusinessmightneedtosurvive

o Wehaveacaptiveaudienceandnorealcompetitiono Wealsohaveincrediblejobsecurity

Libraries,InnovationandthedevelopmentofIBC

• Budgetsaregettingtighter,soweneedamorestrategicwaytouseourresources

• Ifwe’regoingtodomorewithless,thenwe’regoingtoneedtobecomebetterinnovatorsandcreativeproblemsolvers.

• Fortunately,oneofourcorevaluesisinnovation• Givenourparticularcultural,weusedthelanguageofpedagogy.We

designedacurriculum,weused‘activelearning’,weusedreflectivepractice,wedelivereda‘course’whichwecalledInnovationBootCamp.

• Webroughtourstrengthsaslibrarians—wehelppeoplewiththeresearchprocessandarenotexpertsinanyonesubject.Weusethereferenceinterviewtoelicitfrompeoplewhattheyneedandwantandworktohelppeoplearticulatetheirinformationneedsandfacilitatetheirwork.

• Wefocusedonquestionsaroundprocess:Canwemakecreativitymoreofahabit?Canweforgeastrongteamwiththetrustittakestostimulatecreativity?

InnovationBootCamp

• Operateda12‐weeksocialexperimentcalledInnovationBootCamp• Adoptedamilitarymetaphor(includingcamouflage)because:

o Wewantedtobedisciplinedinourtraining(likemilitarybootcamp)o Inherenttensionbetweenthechaosthatoftencomeswithcreativity

andtheregimentedorderthatcomeswiththemilitary• Deliveredanopencalltothelibraryandrecruitedsixindividuals• Spent2hourseveryFridayafternoonforanentiresemestersomecreativity

experimentsandlearningtogethero Reflection(chancetoreflectonthepreviousweek’sactivitiesasa

group)o Mindstretch(warm‐upactivitydesignedtoloosenthemoodandget

thegroupthinking)o Mainchallenge(primarytaskforthesession–e.g.rapidprototyping)o Debrief(opportunitytodiscussthesolutionstothemainchallenge)o Reflectionhomework(questionsforpersonaljournaling)

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• UsedTomKelley’sbook,TheTenFacesofInnovation,tostructuretheprogram

o KelleyworksatIDEO(http://www.ideo.com/),afairlywell‐knowninternationaldesignconsultingfirm

o Dividesthetenfacesintothreecategories: Learningpersonas Organizingpersonas Buildingpersonas

o Presentsabroadperspectiveofthetypesofpersonasrequiredforinnovativethinking(enabledustoseewhatwe’regoodat,butalsowherewe’relacking)

o Thegoalofthebookisnottoidentifywithasingleface,itistobecomeawareofthefacesneededtogenerateandexecutegoodideas

o Attimesyoumayplaymultiplerolesonagiventeam,oryoumayplayoneroleononeteamandadifferentoneontheother

o Whileyoumayinherentlyleantowardone“face”,youcandevelopskillsandabilitiesintheotherfaces

The10FacesofInnovation:LearningPersonas

• Description:Informationgatherers• Purpose:Tohelptheorganizationavoidbecomingtoointernallyfocused• Responsibilities:

o Gathernewsourcesofinformationo Openlyquestionassumptionso Remainopentonewinsights(regardlessofthesource)

• Credo:EnemyofcomplacencyTheAnthropologist

• Developsadeepunderstandingofhowpeopleinteract• Observeshumanbehaviourwithproducts,servicesandspaces• Watchessubjectsintheirnaturalenvironment• Keyphrase:

o “fresheyes”–it’saboutseeingthingsforthefirsttimelikeatouristinaforeignplace

TheExperimenter

• Learnsbytrialanderror;takescalculatedrisks• Continuallyprototypingandproduct‐testingnewideas• Expecttofailoften,butfailingearlyleadstofasterandbettersolutions• Keyphrases:

o “experimentationasimplementation”o “thinkingbydoing”;“thinkingwithyourhands”

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TheCross­Pollinator• Exploresotherindustriesandcultures• Translatesfindingsfromotherenvironmentsintothecurrentcontext• Effortsarefocusedexternally• Nurturescuriosity;exploresadjacencies• Keyphrases:

o “connectcultures”;“workthemetaphor”–everyobjecthasthecapacitytostandforsomethingelse

o “connectcultures”GadgetGame(Instructions)

• Distributeonerandomobjecttoeachpairorgroup• Comeupwithadozenalternativeusesforthisitem(i.e.notforthepurpose

forwhichitwasdesigned)• Havegroupssharesomeoftheirideas

GadgetGame(Purpose)

• Getspeoplethinkingdifferentlyaboutaverycommonobject• Participantsbegintoconsiderotherqualitiesoftheobject(e.g.colour,

weight,shape,etc.)• Getpeopletostrivefornovelideas• ConnectiontoIBC:wehadourrecruitshavetoseekoutideasfromother

people(whoweren’tintheprogram)tospreadsomeoftheenergyandinnovation“fever”tothebroaderorganization

The10FacesofInnovation:OrganizingPersonas

• Description:Ideasorters• Purpose:Tohelpgoodideasmoveforwardintheorganization• Responsibilities:

o Movepastorganizationalchallengestoaccomplishtaskso Allocateresourceseffectively

• Credo:SurvivalofthefittestTheHurdler

• Hasaknackforovercomingobstaclesandroadblocks• Intricateknowledgeoftheorganizationalprocessesandhierarchy• Politicallyawareandunafraidofbureaucraticprocess• Willingnesstobendtherulestoaccomplishtasks• Thrivesonconstraints–doesn’tliketohearthatsomething“can’tbedone”• Keyphrases:

o “seekforgivenessnotpermission”

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o “seethroughconstraints”TheCollaborator

• Bringseclecticpersonalitiesanddiverseindividualstogether• Encouragesandenablescooperationamongtheteammembers• Helpsgeneratemulti‐disciplinarysolutions• Co‐optstheDevil’sAdvocates• Getspeoplelearninganddoingtogether• Thrivesinthemessyspacesofpeopleworkingtogether(conflict,friction,

strife,delight,creativepotential)• Keyphrases:

o “Leadfromthemiddle”o “breakdownsilos”

TheDirector

• Gatherstalentedcrewandinspiresthemtoperform• Intimateknowledgeofteammembers’strengths• Abilitytoharnessthecreativityofothers• Allocatesresources,keepspeopleontasks,showcasestheteam• Drawspeopleout–motivatesandencourages• Lessdictation,morefacilitation• Putsothersonthecentrestage• Keyphrase:

o “showcasetheteam”

ImprovGame(Instructions)

• Dividetheaudienceintobiggergroups• Runimprovactivities

o Clapandpointgameo JumpinandBuild(Iamtheteabag.Iamtheteapot.IamtheBritish

lady.Theteapotstays.)

ImprovGame(Purpose)

• Keyprinciplesofimprovo accepttheoffer—supportyourteammateo listeno don’tsetsomeoneelseupforfailureo servethescene—it’snotaboutyoubeingfunnyorthestaro committothesceneo movementandplayfosterslearning,innovation,flexibility,

adaptability

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• Theoppositeofplayisnotwork;itisdepression.Whenplayandworkareintegratedithelpsusmakesenseofourworldandourselves;playhelpsusseethingsdifferently,makesuscuriousandalert.Playatworkisessential.

The10FacesofInnovation:BuildingPersonas

• Description:Ideaexecutors• Purpose:Toturngreatideasintorealprojects• Responsibilities:

o Applyinsightsfromlearningpersonaso Recognizesuccessesfromorganizingroles

• Credo:BuilditandtheywillcomeTheExperienceArchitect

• Designcompellingexperiences• Connectwithcustomersandusersatadeeperlevelthanmerefunctionality• Surprisesanddelightsinunforgettableexperiences• Authentic• Attentiontodetails• Keyphrase:

o “maketheordinaryextraordinary”TheSetDesigner

• Createastageonwhichmemberscandotheirbestwork• Considerthephysicalenvironmentasatool• Findhiddenperformanceimprovementsbyreshapingspace• Buildsspacesforcreativeplay• Providesthematerialstobecreative• Keyphrase:

o “shapethespaces”TheCaregiver

• Anticipatecustomerneedsandarereadytolookafterthem• Willingtomovebeyondsimpleservice• Demonstratesempathytowardtheplightofthecustomer• Goesfor“intimacynotscale”• Treatpeopleasindividualsnotasanaggregatedgroup• Providesvaluableexpertise• Makespeoplefeelgoodaboutthemselves• Keyphrases:

o “showmore,tellless”o “smile”

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TheStoryteller• Buildinternalmoralethroughstories• Reinforceorganizationalculturethroughfirsthandaccounts• Createexternalawarenessthroughstories(marketingangle)• Importanceofauthenticity• Useavarietyoftoolstocommunicate• Keyphrase:

o “collectcompellingnarratives”

MadLibsGame(Instructions)

• Insmallgroups(grandparentsandchildren),havethegrandparentreadoutpartsofspeechneededtocompletethestory

• Partsofspeecharesuppliedbythe“children”

MadLibsGame(Purpose)

• Usedthisactivitytoprovokeahumorousresponse–especiallywhenitisafamiliarcoredocument

• InIBCweusedthisactivitytomakeourveryfamiliarlibraryorientationtourlessfamiliar

ConcludingThoughts:BuildyourownBootcamp

• Withbuy‐infrommanagement,thiscanbedoneinexpensively(asidefromthecostofstafftime,wedidourentire12‐weekprogramforunder$500)

• Don’tneedtodoa12‐weekprogram–tryamorning,adaylongretreat,onceamonth,atthebeginningofyourstaffmeetings,etc.–figureoutwhatwillworkinyourcontextandgowiththat

FindYourMetaphor

• Buildyourownbootcamp.Weusedcurriculumdesign.Whatapproachormetaphorwouldworkwhereyouwork?

BuildonyourStrengths

• Whatwebringtothetableas‘insiders’andaslibrarians—wearetrainedtoaddresspeople‘wheretheyareat’andtobecreativeintailoringtotheirneeds,tokeepingthepossibilitiesopenandapplyingsolutionsfromwhereverinspirationmightcome

• Whatstrengthsdoyoubring?

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ChallengesandResistance

• Listentothechallengessoyoucanbetterunderstandtheissues,butdon’tgivein–bepersistent

• Usetheconcernsthatpeoplehavewithyourideatorefineyourideaorprogram

• Whatkindofresistancedoyoufaceinyourworkplace?

Assessment

• Runaseriesoffollow‐up“innovation”activities• Askyourselfwhatsuccesslookslike–Howwillyouknowyousucceeded?• Planassessmentmechanismsearly• Libraryhasestablishedafundforinnovationandaprocessbywhichpeople

cansubmitideas(andapplicantswillbeselectedbyemployeesnotmanagement)

Sharewhatyoulearn(includingfailures)

• Foranorganizationtotrulybenefityouneedtofindawaytosharewhatyou’velearnedabouttheprocess

• Sharingfailuresisjustasimportantassharingsuccesses(don’tsweepitundertherug)

• Findanappropriatewaytoreachyourorganization

InnovationBootCamp(StealTheseIdeas!)

• MoreinformationonInnovationBootCampcanbefoundatourblog:o http://innovationbootcamp.wordpress.com/

• Feelfreetoborrowandadapttheseideasforyourorganization!