Browsing by Author "Swedman, David"

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Assessing and Improving Library Technology with Service Blueprinting
(2018-07) Young, Scott W. H.; Mannheimer, Sara; Rossmann, Doralyn; Swedman, David; Shanks, Justin D.
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.
Service Blueprinting: A Method for Assessing Library Technologies within an Interconnected Service Ecosystem
(Taylor & Francis, 2019-06) Young, Scott W. H.; Mannheimer, Sara; Rossmann, Doralyn; Swedman, David; Shanks, Justin D.
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 begin by outlining the recent conversation around library technologies, service design, and service blueprinting. We then detail an iterative case study for the creation process of a service blueprint, followed by a discussion of the service insights and improvements that resulted from this activity. We conclude by offering a set of recommendations for creating and analyzing service blueprints. Ultimately, the service blueprint is a useful tool for understanding the operation of a service, and for situating that service within a broader and interconnected library ecosystem.
Using the Balanced Scorecard as a Framework for Strategic Planning and Organizational Change
(2020) Johnson, Kris; Arlitsch, Kenning; Kyrillidou, Martha; Swedman, David
Strategic planning processes offer an opportunity to connect foundational practices with a vision for future change. In this chapter, Kotter’s eight stages of change are mapped to the Montana State University Library’s strategic planning effort (September 2017– February 2018). Montana State University (MSU) is a land-grant public research university located in Bozeman, Montana. It is listed in the Carnegie Classification as a doctoral-granting university with “Higher Research Activity,” and with a head count of nearly 17,000 students in Fall 2018, it is by far the largest institution of higher education in Montana. The university’s annual budget is $201 million, and research and development expenditures exceeded $126 million in 2018. In addition to having its teaching and research missions, MSU is also one of 359 universities in the US awarded Carnegie’s community engagement classification.