Understanding and Embracing Service Design Principles in Creating Effective Library Spaces and Services
Purpose The aim of this chapter is to help library administrators understand the concept of Service Design, and to maintain that any consideration of the future of library spaces should begin with a service design focused approach. Approach The chapter is a combination of general review, literature review, case study, and conceptual paper. It focuses on describing the basics of the concept, highlighting essential resources for further understanding, highlighting service design specifically applied in libraries, and providing one case study of an academic library undergoing a master planning project utilizing the lens of Service Design. The chapter will conclude by emphasizing the importance of attaining an appropriate understanding and buy-in for the Service Design process by library administrators and staff in order for its effective implementation. Practical implications Practical implications to employing Service Design to library spaces are endless, and span that gamut from making smart decisions based on user input and evidence, to creating spaces and services that are relevant to library users. Employing a Service Design approach to library building projects helps administrators position themselves to advocate for needed technology and funding in the highly competitive resource arena. The ideas gleaned from this chapter can be applied in any library: academic, public, special, or school. The results will be different, because every library has a unique group of users, but the processes employed are the same. Originality/value Library literature related to Service Design is slim but slowly emerging. This chapter fills a gap in literature geared specifically to administrators as well as building design and redesign projects.
Kris Johnson , (2016), Understanding and Embracing Service Design Principles in Creating Effective Library Spaces and Services, in Samantha Schmehl Hines , Kathryn Moore Crowe (ed.) The Future of Library Space (Advances in Library Administration and Organization, Volume 36) Emerald Group Publishing Limited, pp.79 - 102