Title: Library Service Design: A LITA Guide to Holistic Assessment, Insight, and Improvement
Publisher: Rowman & Littlefield
Publication Date: 2016
Language: English
ISBN 10: 1442263830
ISBN 13: 9781442263833
Binding: Hardcover
Condition: Good

About this title

Synopsis

Service design is a holistic, co-creative, and user-centered approach to understanding user behavior for creating or refining services. Use this LITA Guide to help as a toolkit for implementing service design studies and projects at all types of libraries. It begins with directions for how to create a service design team and assembling a user working group for your library and move through the various phases in a service design journey. The authors outline the tools required to gain insights into user behavior and expectation and how to diagnose the difference between a symptom and a problem users face when interacting within the library environment. The guide features a series of examples that the service design team can use to learn how to work with library staff and patrons to find out what current user experience is like and how to refine services to better meet user expectations.

About the Author

Joe Marquez is currently the Web Services Librarian at Reed College in Portland, OR. He has presented and written on topics related to website usability and marketing of the library. His current research involves service design in the library environment. He has an MLIS from the University of Washington iSchool and an MBA from Portland State University.

Annie Downey is the Director of Research Services at the Reed College Library in Portland, OR. She has written and presented on user studies, information literacy, K-20 library instruction, assessment, and academic library administration. She has an MLS and a PhD in Higher Education from the University of North Texas.

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