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

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.

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

Objective: The objective of this article is to illustrate the application of service blueprinting—a design tool that comes from the service design tradition—for assessing and improving library technology services. Setting: A mid-sized library at a public university in the western United States. Methods: A service blueprint was co-created by library and IT staff in a design workshop in order to map the operational flow of a data visualization display wall. Results: Guided by the service blueprint, the project team identified points of improvement for the service of the data visualization display wall, and developed recommendations to aid further applications of service blueprinting. Conclusions: Ultimately, service blueprinting was found to be a useful tool that can be applied to assess and improve library technology services. Correspondence: Scott W. H. Young: swyoung@montana.edu

/pdf/assessing-and-improving-library-technology-with-service-4v1jrzkkap.pdf

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.

Citations

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

Assessing and Improving Library Technology with Service Blueprinting

References

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

Assessing and Improving Library Technology with Service Blueprinting