Library Planning Trends presentation by Elliot Fe

1. Trends in Library Service
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2. context
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3. five shifts
New cultural, economic, technological, and environmental
views are creating shifts in how people live, learn, work and
place. These impact our spaces, our services, and ourselves.
mobility collaboration participation
customization sharing
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4. design as support
To respond to shifts in mobility, collaboration, personalization,
participation, & sharing, the role of design moves from delivering
something people use to continuously supporting use.
design as delivery design as support
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5. the space of services
Rather than thinking of space as a container, think of it as a
system of services designed to support people and activities
which create experiences. These services need to be designed.
space as container space of services
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6. service design
Service design is: “the application of design approaches and
methods to immaterial products in order to create solutions
that are useful, useable, and desirable from the user
perspective and are efficient, effective, and different from the
provider 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
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7. core service design tools
personas customer journey maps service blueprints
further reading: www.servicedesigntools.org
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8. library service trends
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9. integration 1
Libraries are increasingly creating integrated service points that
bring together circulation, reference, and technology support
services for the convenience of users and efficiency of staffing.
Xavier University, Cincinnati ©SBRA
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10. student-supported 2
Learning spaces are being supported by student workers who
can assist students as peers through consultations, training
sessions, and troubleshooting within student-run spaces.
Univ of Warwick Learning Grid
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11. mobile services 3
Libraries are providing services in a more mobile and proactive
way, roving within the space (and around campus) to assist
users with research, technology, or content-expertise.
MIT Stata Center Checkout
Apple Store Mobile Texas Tech Roving Reference
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12. active programming 4
Rather than focus only on the furniture and technology within a
learning space, organizations are actively programming the
spaces to build knowledge, skills, and community.
General Assembly Apple Store Theater
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13. user-specific space and service 5
Libraries are tailoring services and spaces to meet the needs of
specific populations; such as graduate students and faculty in
spaces such as a research commons or scholar’s commons.
UVA Library – Scholars Lab Florida State Scholars Commons
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14. hubs for partners 6
As magnetic places on campus, libraries are excellent locations
to bring together a suite of academic services in a hub such as
writing centers, tutoring, and Centers for Teaching Excellence
UPenn Weigle Information Commons
MIT Stata Center
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15. consortium collections 7
As part of consortia, libraries are collaborating with other
organizations to develop balanced collections across institutions
and enable focusing on the unique and special items of each.
NC State
MIT Stata Center Duke UNC Chapel Hill
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16. virtual support 8
As users expect information and support anytime, anywhere,
libraries and companies are providing support through new
channels, w/ time-shifted partners, & through crowd-sourcing.
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17. 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?
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18. thank you!
Elliot Felix
@elliotfelix
elliot@brightspotstrategy.com
www.brightspotstrategy.com
@brightspotter
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19. about brightspot
Brightspot creates strategies for work Selected experience:
and learning experiences that enable • North Carolina State
people and organizations to thrive – • University of South Carolina
strategies that improve space,
• University of Virginia
services, 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
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