New Journal Article: “Assessing and Improving Library Technology with Service Blueprinting”

The following article appears in the Journal of eScience Librarianship.
Title
Assessing and Improving Library Technology with Service Blueprinting
Authors
Scott W. H. Young
Montana State University – Bozeman
Sara Mannheimer
Montana State University-Bozeman
Doralyn Rossmann
Montana State University – Bozeman
David Swedman
Montana State University – Bozeman
Justin D. Shanks
Montana State University – Bozeman
Source
Journal of eScience Librarianship
Vol. 7 (2018), Iss. 2
Abstract

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.

Direct to Full Text Article
21 pages; PDF.

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