Saved in:
| Main Authors: | , |
|---|---|
| Format: | Recurso educativo Open Access |
| Language: | en |
| Published: |
2015
|
| Subjects: | |
| Online Access: | https://eric.ed.gov/?id=EJ1055823 |
| Tags: |
Add Tag
No Tags, Be the first to tag this record!
|
Table of Contents:
- Rethinking Library Service: Improving the User Experience with Service Blueprinting Pretlow, Cassi Sobel, Karen Academic Libraries Librarians Improvement Innovation Library Services Flow Charts Information Transfer Use Studies User Satisfaction (Information) Mixed Methods Research Failure 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.