Tööprotsesside kaardistamine: tee tõhusama ja kasutajasõbralikuma raamatukoguni

Abstract

Mapping of work processes: The path to a more efficient and user-friendly library

In early 2025, the University of Tartu Library decided to map its work processes in order to increase its efficiency, transparency and user-centeredness. The library is a complex research and memory institution, operating in a very diverse range of workflows from the acquisition and cataloguing to the digitisation of library materials, from offering open science services and conference services to showing exhibitions. Although the library was routinely operating, the management pointed out the need for clearer documentation asking, whether the goals are unambiguous, whether there are unnecessarily doubled processes or outdated habits, and whether work processes could be simplified and automated.

Staff involvement and clear communication were essential, as such mapping can cause discomfort or increase the feeling of being controlled. The interview-based mapping enabled to create a thorough overview of the actual work organisation and to identify bottlenecks, such as non-standardised activities and long waiting times. Nearly 40 priority processes were mapped, highlighting both the strengths and needs for improvement. The problems were divided into short-term and long-term goals, the latter of which also provided input for the library development plan.

An important result was the understanding that changes start with people: staff members play a key role in designing processes and ensuring the quality of services. According to expert Kreet Solnaski, the library’s workflows stood out for their abundance and personalisation of services, but a further focus should be on a clearer design of core services and regular collection of feedback. The ultimate goal is common for all of us – to provide library users with high-quality, up-to-date and needs-based services. Mapping of processes is a strategic investment, creating the basis for continuous development and furthering the innovation-supporting work culture.