Service Design: Towards a Holistic Assessment of Library Services
Instructor: Joe J. Marquez
Dates: September 5th to 30th, 2017
Credits: 1.5 CEUs
Librarians are not new to designing or assessing services, but we tend to develop each service in isolation from the other services we offer, with little to no user input prior to implementation. Service design allows for a more holistic and systemic look at the various systems that make a library function. This methodology is unique in that it is a co-creative process conducted with library staff and library patrons. By working together, the librarians and patrons can create more relevant services, or refine current services to be more effective and efficient.
In this 4-week course, students will explore the service design methodology as a relevant method for service assessment and creation in a library environment. They will discuss the various tools libraries and librarians can use to implement a service design approach to assessment. Students from all types of libraries will learn from presentations, articles, hands-on exercises, discussions, and visual examples.
At the end of this course, students will be able to:
- Define and understand the service design methodology
- Create a Patron Working Group to assist in understanding the service delivery model
- Work with and feel comfortable using service design tools
- Define service in the context of the Library, and devise a plan to assess and refine services
This course can be taken as one of six courses needed to earn our Certificate in User Experience (UX), but can be taken as a stand-alone course as well.
Joe J. Marquez is currently the Web Services Librarian at Reed College in Portland, OR. He has presented and written on topics related to service design, UX tools, library space assessment, website usability, and marketing of the library. His current research involves implementing a service design methodology in the library environment. Joe is the co-founder of the LUX Service Design consulting firm. He is the co-author of the book Library Service Design: A LITA Guide to Holistic Assessment, Insight, and Improvement. In 2017, he was awarded the first Future of Libraries Fellowship from the ALA Center for the Future of Libraries. He has an MLIS from the University of Washington iSchool and an MBA from Portland State University. Interview with Joe Marquez
This is an online class that is taught asynchronously, meaning that participants do the work on their own time as their schedules allow. The class does not meet together at any particular times, although the instructor may set up optional sychronous chat sessions. Instruction includes readings and assignments in one-week segments. Class participation is in an online forum environment.
You can register in this course through the first week of instruction (as long as enrollment is not full). The "Register" button above goes to our credit card payment gateway, which may be used with personal or institutional credit cards. (Be sure to use the appropriate billing address). If you want to pay with Paypal, or if your institution wants us to send a billing statement or wants to pay using a purchase order, please contact us by email to make arrangements.