Brightspot library service trends

Trends in Library Service ©brightspot strategy 2011 Library Service Trends 1

context ©brightspot strategy 2011 Library Service Trends 2

five shiftsNew cultural, economic, technological, and environmentalviews are creating shifts in how people live, learn, work andplace. These impact our spaces, our services, and ourselves. mobility collaboration participationcustomization sharing ©brightspot strategy 2011 Library Service Trends 3

design as supportTo respond to shifts in mobility, collaboration, personalization,participation, & sharing, the role of design moves from deliveringsomething people use to continuously supporting use.design as delivery design as support ©brightspot strategy 2011 Library Service Trends 4

the space of servicesRather than thinking of space as a container, think of it as asystem of services designed to support people and activitieswhich create experiences. These services need to be designed.space as container space of services ©brightspot strategy 2011 Library Service Trends 5

service designService design is: “the application of design approaches andmethods to immaterial products in order to create solutionsthat are useful, useable, and desirable from the userperspective and are efficient, effective, and different from theprovider prospective.“– Prof. Birgit Mager, Köln International School of Design The 5 principles of service design thinking 1.  user-centered 2.  co-created 3.  sequencing 4.  evidencing 5.  holistic - Mark Stickdorn and Jakob Schneider, authors of This is Service Design Thinking ©brightspot strategy 2011 Library Service Trends 6

core service design toolspersonas customer journey maps service blueprints further reading: www.servicedesigntools.org ©brightspot strategy 2011 Library Service Trends 7

library service trends ©brightspot strategy 2011 Library Service Trends 8

integration 1Libraries are increasingly creating integrated service points thatbring together circulation, reference, and technology supportservices for the convenience of users and efficiency of staffing. Xavier University, Cincinnati ©SBRA ©brightspot strategy 2011 Library Service Trends 9

student-supported 2Learning spaces are being supported by student workers whocan assist students as peers through consultations, trainingsessions, and troubleshooting within student-run spaces. Univ of Warwick Learning Grid ©brightspot strategy 2011 Library Service Trends 10

mobile services 3Libraries are providing services in a more mobile and proactiveway, roving within the space (and around campus) to assistusers with research, technology, or content-expertise.MIT Stata Center CheckoutApple Store Mobile Texas Tech Roving Reference ©brightspot strategy 2011 Library Service Trends 11

active programming 4Rather than focus only on the furniture and technology within alearning space, organizations are actively programming thespaces to build knowledge, skills, and community.General Assembly Apple Store Theater ©brightspot strategy 2011 Library Service Trends 12

user-specific space and service 5Libraries are tailoring services and spaces to meet the needs ofspecific populations; such as graduate students and faculty inspaces such as a research commons or scholar’s commons.UVA Library – Scholars Lab Florida State Scholars Commons ©brightspot strategy 2011 Library Service Trends 13

hubs for partners 6As magnetic places on campus, libraries are excellent locationsto bring together a suite of academic services in a hub such aswriting centers, tutoring, and Centers for Teaching ExcellenceUPenn Weigle Information CommonsMIT Stata Center ©brightspot strategy 2011 Library Service Trends 14

consortium collections 7As part of consortia, libraries are collaborating with otherorganizations to develop balanced collections across institutionsand enable focusing on the unique and special items of each.NC StateMIT Stata Center Duke UNC Chapel Hill ©brightspot strategy 2011 Library Service Trends 15

virtual support 8As users expect information and support anytime, anywhere,libraries and companies are providing support through newchannels, w/ time-shifted partners, & through crowd-sourcing. ©brightspot strategy 2011 Library Service Trends 16

questions•  What can be learned from your best / worst service experience (with libraries and beyond)?•  Reactions to trends and examples?•  To what trends must the library respond?•  What are the most essential services?•  What are the most innovative services?•  How can you evaluate and improve services? ©brightspot strategy 2011 Library Service Trends 17

about brightspotBrightspot creates strategies for work Selected experience:and learning experiences that enable •  North Carolina Statepeople and organizations to thrive – •  University of South Carolinastrategies that improve space, •  University of Virginiaservices, and culture. •  Mt Holyoke College •  Sweet Briar College •  Young Harris College •  University of North Carolina •  University at Buffalo •  USC Annenberg School •  Carnegie Mellon University •  Google •  Microsoft ©brightspot strategy 2011 Library Service Trends 19

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Brightspot library service trends

by Elliot Felix

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