APPLY PROBLEM-SOLVING SKILLS
Introduction
Problem-solving is the ability to identify issues, analyze causes, generate possible solutions, and
implement the most effective action to resolve challenges in the workplace.
In a library and information setting, effective problem-solving promotes efficiency, teamwork,
user satisfaction, and ethical decision-making.
1. Causes of Problems
Problems at the workplace arise from different internal and external factors. Recognizing these
causes helps professionals address issues at their roots.
Common Causes:
1. Communication Breakdown
o Misunderstanding between staff or with users.
o Poor documentation or unclear instructions.
2. Human Factors
o Lack of skills, training, or motivation.
o Negative attitudes, conflicts, or resistance to change.
3. Resource Constraints
o Inadequate materials, funds, or staff.
o Poor time management or work overload.
4. Technological Challenges
o System failures, outdated software, or lack of technical know-how.
o Cybersecurity and data loss issues.
5. Policy and Procedure Gaps
o Unclear work guidelines or failure to follow existing ones.
o Outdated or conflicting institutional policies.
6. External Influences
o Changes in user needs, government policies, or professional standards.
o Supplier delays or poor coordination with partner institutions.
Example: A library may face user dissatisfaction because the cataloguing system crashes
frequently or staff are not trained to use the new database effectively.
2. Methods of Solving Problems (Including Innovative Approaches)
Problem-solving methods may be traditional or innovative, depending on the situation.
A. Traditional Methods
1. Consultation and Collaboration – Discussing issues with colleagues or supervisors to
gain diverse perspectives.
2. Brainstorming – Generating as many ideas as possible without judgment.
3. Root Cause Analysis (5 Whys) – Asking “Why?” repeatedly to uncover the underlying
issue.
4. SWOT Analysis – Assessing strengths, weaknesses, opportunities, and threats before
deciding on a course of action.
B. Innovative Problem-Solving Approaches
Innovation involves thinking creatively and applying new perspectives or technologies to solve
workplace challenges.
New Ideas:
Exploring alternative ways of doing things.
Example: Introducing self-checkout systems to reduce queuing time.
Original Ideas:
Developing unique solutions suited to local conditions.
Example: Creating a mobile library service for remote users using motorcycles or
bicycles.
Different Ideas:
Challenging old methods and experimenting with new models.
Example: Digitizing old archives to reduce physical storage space.
Methods/Procedures:
Establishing systematic approaches or standard operating procedures to avoid recurring
issues.
Example: Developing a clear process for cataloguing donated materials.
Processes:
Redesigning workflows for efficiency.
Example: Introducing an automated tracking process for borrowed materials.
New Tools:
Adopting modern technologies and applications.
Example: Using digital tools such as Koha, DSpace, or Trello for library management
and team coordination.
3. Problem-Solving Process
A structured process helps in analyzing and resolving problems effectively.
Step 1: Identify the Problem
Recognize that a problem exists through observation, feedback, or performance reports.
Define the problem clearly and specifically.
Example: “The digital catalogue is frequently inaccessible during peak hours.”
Step 2: Analyze the Problem
Gather relevant data and facts.
Determine the root causes using tools like the Fishbone Diagram or 5 Whys.
Distinguish between symptoms and underlying issues.
Step 3: Generate Possible Solutions
Brainstorm multiple options.
Encourage participation from all affected parties.
Consider both short-term and long-term remedies.
Step 4: Evaluate Alternatives
Assess each proposed solution in terms of cost, feasibility, time, and expected results.
Prioritize solutions that are practical, ethical, and sustainable.
Step 5: Implement the Best Solution
Develop an action plan indicating who will do what and when.
Communicate clearly to all stakeholders.
Step 6: Monitor and Review
Evaluate whether the solution solved the problem.
Document lessons learned for future reference.
Modify the plan if the problem persists.
4. Decision Making: Creative and Critical Thinking in Developing Innovative
and Practical Solutions
Decision-making is the process of choosing the best solution from available alternatives.
Effective decisions require both creative thinking and critical thinking.
A. Creative Thinking
Involves imagination, innovation, and originality in finding solutions.
Encourages the exploration of new possibilities and unconventional approaches.
Creative Thinking Techniques:
1. Brainstorming and Mind Mapping – Generating multiple ideas visually.
2. “What if” Scenarios – Considering various hypothetical situations.
3. SCAMPER Method – Substitute, Combine, Adapt, Modify, Put to another use,
Eliminate, Reverse.
4. Divergent Thinking – Looking for many possible answers rather than one.
Example: Designing a virtual book club to engage library users during holidays.
B. Critical Thinking
Involves analyzing, evaluating, and reasoning to choose the most effective solution.
Helps distinguish between facts and opinions, assumptions and evidence.
Critical Thinking Steps:
1. Define the Problem Objectively – Avoid personal bias.
2. Gather Reliable Data – Use evidence and statistics.
3. Assess the Options Logically – Compare alternatives based on cost, efficiency, and
ethics.
4. Make a Rational Decision – Choose the solution that offers the greatest benefit with the
least risk.
Example: Evaluating whether to renew a subscription to an expensive journal database based on
usage statistics and budget constraints.
Combining Creative and Critical Thinking
Creative thinking generates innovative ideas.
Critical thinking refines and selects the most viable options.
In the library context:
1. Creative Stage: Staff brainstorm ideas to increase user engagement.
2. Critical Stage: The team evaluates which ideas are realistic and aligns with the library’s
budget and goals.
Conclusion
Applying problem-solving skills is a vital component of professionalism and ethical practice in
library and information work.
Through creativity, critical thinking, and systematic approaches, professionals can overcome
challenges, enhance service delivery, and contribute to continuous improvement and innovation
in their institutions.