Service blueprinting is a method for designing, assessing, and improving services. This article provides a practical overview of the service blueprinting process for library technology services. We...

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Service Blueprinting: A Method for Assessing Library Technologies within an Interconnected Service Ecosystem

This literature review discusses management approaches British higher education institutions (HEIs) have adopted in their attempt to survive the turbulence of the last 20 years. From substantial ch...

https://www.tandfonline.com/doi/pdf/10.1080/13603108.2020.1792573

Service design in higher education: a literature review

A common way for academic libraries to support student success is through partnership with writing centers. Practices such as applying service design thinking to develop and inform integrated library and writing center services can lead to a student-focused space. This chapter outlines how service design, studio pedagogy, and peer learning informed the setup and ongoing services in The Undergrad Research and Writing Studio (URWS or, the Studio), a shared space in the Oregon State University Libraries. The URWS model is grounded in studio pedagogy, which employs a “propose-critique-iterate” approach to student writing development (Brocato, 2009). Research and writing consultants assist student writers when they have a question, mirroring libraries’ point of need service approach. Librarians and studio faculty collaborated on the training curriculum, which emphasizes how research and writing are intertwined processes. Peer consultant reflection and assessment inform the ongoing development of the overarching program, service, space, and training, ensuring alignment with the ethos of centering students and their learning.

Students at the Center of the Studio: service design, studio pedagogy, and peer learning

/pdf/the-suma-project-integrating-observational-data-assessment-1hsz9hmrcg.pdf

The SUMA Project: Integrating Observational Data Assessment into Space and Service Design

Getting Started in Service Design: A How-to-do-it Manual for Librarians: Marquez, Joe J., and Downey, Annie. Chicago, IL: ALA Neal-Schuman, 2017, xi+ 107pp., $60.00, ISBN 978-0-8389-1564-6.

Student success units, like Writing Centers, are logical partners for academic libraries. It is not uncommon to find tutoring or academic support services located in library Learning Common...

/pdf/make-it-work-using-service-design-to-support-collaboration-4h0p6disbm.pdf

Beth Filar-Williams

Papers

Make It Work: Using Service Design to Support Collaboration in Challenging Times