Lessons learned in service development part 1

There is a method to developing services in crisis – probably there are many – but I arrived at one. It was learned first in a hard way, as a young and virtually untrained junior manager in a service that suffered a catastrophic loss of resources (50% of the staff posts in a few years). I was then appointed to a role as quality manager in another service. This included assessment of individual libraries, including interviews with staff at all levels. It became clear from both these experiences what kind of management did not work – ways of managing that did not get results and left staff demotivated, even angry.