Peer reviewed
Direct linkERIC Number: EJ1055823
Record Type: Journal
Publication Date: 2015
Pages: 12
Abstractor: As Provided
ISBN: N/A
ISSN: ISSN-1522-8959
EISSN: N/A
Rethinking Library Service: Improving the User Experience with Service Blueprinting
Pretlow, Cassi; Sobel, Karen
Public Services Quarterly, v11 n1 p1-12 2015
Service blueprinting is a process that businesses use for analyzing and improving service. Originally presented in the Harvard Business Review in 1984, it has retained a strong following ever since. At present, it is experiencing a revival at numerous academic institutions. The authors of this article present the process of service blueprinting. They illustrate it with an example that will be familiar to a range of librarians at academic libraries.
Descriptors: Academic Libraries, Librarians, Improvement, Innovation, Library Services, Flow Charts, Information Transfer, Use Studies, User Satisfaction (Information), Mixed Methods Research, Failure
Routledge. Available from: Taylor & Francis, Ltd. 325 Chestnut Street Suite 800, Philadelphia, PA 19106. Tel: 800-354-1420; Fax: 215-625-2940; Web site: http://www.tandf.co.uk/journals
Publication Type: Journal Articles; Reports - Research
Education Level: Higher Education; Postsecondary Education
Audience: N/A
Language: English
Sponsor: N/A
Authoring Institution: N/A
Grant or Contract Numbers: N/A
