Lessons learned from supporting libraries through eBook workflow transitions

For many university libraries, transitioning to new eBook workflows is one of the more complex operational challenges of recent years. The technical side is rarely the hardest part; it’s the alignment, the timing, the communication and the people that shape how smoothly everything goes.

We spoke to Marie Moss, our Library Sales Specialist at Kortext, to find out what she’s learned from supporting libraries through transitions and what library teams should know heading into their next one.

Can you describe your role at Kortext and how you support libraries during eBook workflow transitions?

I’m a Library Sales Specialist at Kortext and I work with a broad range of institutions, from large research-intensive universities to smaller higher education providers across the UK, Ireland and Europe.

A big part of my role is helping libraries navigate change. That might be implementing a new acquisitions workflow, introducing EDI integrations, adopting DDA, or finding ways to make existing processes work more effectively.

What I enjoy most is working alongside library teams to understand what they’re trying to achieve and connecting the dots between systems, suppliers and workflows. I also feed customer feedback into the development of Kortext acquire and work with our partners to ensure we’re building solutions that genuinely support the way libraries work.

What approaches or behaviours make a transition go more smoothly, and why do they make such a difference?

The transitions that tend to go most smoothly are the ones where people are brought into the conversation early. When acquisitions teams, systems teams and other stakeholders are aligned from the start, potential issues are usually identified long before they become real problems.

Clear communication makes a huge difference. It helps everyone understand not just what is changing, but why it’s changing.

Are there any patterns you’ve noticed that clearly separate smooth transitions from more challenging ones?

One thing I’ve noticed is that the smoother projects usually have a very clear idea of what success looks like from the outset. Everyone understands the objectives and who owns what.

The more challenging transitions often aren’t about technology at all. They’re usually the projects where expectations haven’t been aligned or where different teams have slightly different ideas about what the end result should be. 

What are the most common mistakes you see libraries make going into a transition, and what do they typically cost them further down the line?

I wouldn’t necessarily call it a mistake, because transitions are complex and there are often a lot of moving parts to manage. What I do see quite regularly is teams becoming understandably focused on the implementation itself.  

The libraries that seem to get the most value from a transition are the ones that keep coming back to the question, “What are we trying to improve?” That helps ensure the change delivers genuine benefits rather than simply recreating existing workflows in a new system.  

Is there a piece of advice you give to almost every library you work with?

Start planning earlier than you think you need to.  

The most successful projects are usually the ones that allow enough time for testing, communication and staff engagement. Having that extra time creates space to address challenges before they become issues and helps teams feel more confident about the transition.  

When libraries get internal alignment right from the start, what does that look like in practice, and what tends to happen when it’s missing?

When alignment is working well, acquisitions teams, systems teams, collections teams and user-facing staff all understand what the project is trying to achieve and the role they play in making it successful.  

When that alignment is missing, decision-making can slow down, priorities can become unclear and issues often surface much later in the process than they need to.  

How much of a transition challenge is technical versus people-related?

From a technical perspective, the biggest challenge is often making sure multiple systems are communicating correctly and supporting the workflow the library wants to achieve.  

The people side is often just as important. Many library workflows have been in place for years, so any change can feel significant. A large part of the process is helping teams understand the benefits, answering questions and giving them confidence that the transition will ultimately make life easier rather than more complicated.  

What patterns have you seen in how library teams adapt to new workflows?

I’ve found that adaptation is rarely immediate, and that’s completely normal.  

What consistently impresses me is how resilient and pragmatic library teams are. Once they’re given the right support, clear communication and time to become familiar with a new process, they quickly start identifying ways to optimise workflows and get even more value from the change.  

Is end-user experience something libraries typically plan for in advance, or does it tend to come up reactively?

Libraries are incredibly focused on their users, but during a complex transition it’s understandable that attention can shift towards systems, processes and implementation.  

In my experience, the projects that deliver the greatest impact are the ones that keep the student experience at the centre of decision-making throughout the transition rather than treating it as something to revisit later.   

How do workflow improvements translate into better student access or engagement?

At the end of the day, good workflows help ensure that students can access the content they need when they need it.  

When acquisitions processes are more efficient and administrative barriers are reduced, libraries can spend less time managing processes and more time focusing on supporting teaching, learning and student success.  

What should libraries be doing now to set themselves up for the next academic year, especially if they’re mid-transition or just coming out of one?

Now is a great opportunity to take stock of what’s working well, identify any remaining challenges and make sure new workflows are fully embedded before peak demand periods arrive.  

It’s also worth engaging with suppliers early. Often there are new features, workflow enhancements or opportunities that can help libraries get even more value from their existing processes.  

How can libraries get the most value out of working with Kortext?

The most successful partnerships are the ones where libraries engage with us early and treat us as an extension of their team.  

The more we understand their objectives, workflows and challenges, the better we can support them with solutions, best practice and future planning. The most valuable conversations are often the ones that happen before a challenge arises rather than after.  

If you had to sum it up, what’s the single biggest lesson libraries should take into their next transition?

If there’s one thing I’ve learned from supporting these projects, it’s that successful transitions are about people just as much as they are about systems.  

The technology matters. Systems need to integrate, workflows need to function correctly and processes need to support the library’s goals. But many library workflows have been in place for a long time, so any change can feel significant for the teams involved.  

The libraries that get the most from a transition are the ones that see it as an opportunity to improve, not just replace, what they already do.  

Whether you’re planning a major workflow change, exploring new acquisition models or looking to refine existing processes, taking time to align people, processes and objectives can make all the difference.  

Through Kortext acquire and our wider partnerships across the library ecosystem, we’re here to support libraries through every stage of that journey.