Rebooting Complex, Intractable Library Services

Organizations are often plagued by problems that seem unsolvable: stalled initiatives, multi-unit services that never quite align, or programs that limp along despite repeated fixes. These challenges are rarely in the hands of senior leadership; more often, they land on the desks of middle managers or individual contributors who must make progress without full control of the problem’s scope. Success in these situations depends on collaboration, negotiation, and finding ways to work across boundaries.

Using a case study of the revamp of a failing cross-departmental program at a real-life library, this session will demonstrate a framework for approaching intractable problems while equipping attendees with the tools necessary to face similar challenges in their own institutions. Participants will conduct an inventory of necessary units—both high-level and functional expertise—needed to address persistent issues effectively. Attendees will be guided in reconstructing analyses of previously insurmountable problems, helping to distinguish between meaningful, achievable outcomes and those requiring compromise. This critical reframing fosters a more realistic and optimistic approach to problem-solving while grounding the process in real, actionable steps. Additionally, we will create a framework for multi-unit solutions that emphasize rewarding interpersonal strengths rather than focusing on punishing weaknesses. By creating an environment that fosters a culture of collaboration and support, libraries can leverage diverse skill sets to achieve larger goals.

Join us to gain practical insights, share experiences, and develop strategies that empower your library community to face challenges head-on—whether rethinking long-standing services, repairing fractured workflows, or relaunching underperforming programs. Together, we can transform the way libraries approach their most persistent problems.

 

Learning Outcomes: 

At the end of the webinar, attendees will be able to:

• Conduct an inventory of units necessary to contribute to actionable solutions, including both high level and functional expertise;
• Reconstruct analysis of a previously considered intractable problem to delineate between outcomes that may require compromise; and
• Create a framework for multi-unit projects that prioritizes rewarding interpersonal strengths instead of targeting and punishing weaknesses.

 

Who Should Attend: Middle managers in libraries and educational institutions who face historically rooted challenges related to equity and community engagement.

 

Presenters:

John Mack Freeman (he/him) is the Assistant Dean for Interdisciplinary Initiatives (GT Library) and Director of Clough Undergraduate Learning Commons at the Georgia Institute of Technology in Atlanta, GA. Mack has 14 years of public and academic library experience with a focus on process improvement and personnel development. Mack was the 2024 Georgia Library Association President and 2025 Vice President of the Georgia First Amendment Foundation. His research include personnel development, process improvement, and the intersection of policy, advocacy, and libraries.

Liz Holdsworth (they/them) is the Head of Academic Engagement at the Georgia Tech Library. They earned an M.A. in Library and Information Science from the University of Iowa and a B.A. in Political Science from the University of North Carolina, Asheville. They provide leadership for all aspects of instruction- related policies, procedures, and practices that support student learning and assesses programs in relation to student success. They engage as a thought-leader with faculty and colleagues in developing and enhancing strategies for an inclusive library culture.

Tech Requirements