I'm working on an article that will, in part, explore the challenges of service
design [1] for libraries, with particular emphasis on opportunities to create
multi-channel, cross-platform, trans-media experiences.
For instance, at the Ann Arbor District Library, people can "request this item"
from their catalog search results (Digital/Web). When their book is available,
they receive a notification (Digital/Email). They can then collect the book at
their branch library (Physical/Library). This is a very simple but useful
multi-channel service. Clearly, there will be opportunities for innovation as
mobile devices (e.g., iPhone, Droid, iPad) become more powerful and prevalent.
Are there folks in the library world writing about this topic? Any good
articles or presentations (or places to look)? Thanks!
[1] http://www.slideshare.net/IAfromBrussels/service-design-by-c-rowland
Peter Morville
President, Semantic Studios
http://semanticstudios.com/
http://findability.org/
