New workshop — Service Design: A Toolkit for Assessment, Insight, and Improvement

For Immediate Release
Tue, 06/16/2015


Liz Steiner

Marketing Manager

ALA Publishing

CHICAGO — ALA Editions announces a new workshop, Service Design: A Toolkit for Assessment, Insight, and Improvement, with Joe J. Marquez and Annie Downey. This workshop will last 90 minutes and is hosted live at 2:30 p.m. Eastern on Thursday, July 30, 2015.

You’ve conducted usability studies on your website, tweaked your catalog, and measured transaction times at the circulation desk... But have you ever considered these touchpoints as a whole library experience? The fairly new field of service design encourages librarians to explore the full ecology of services – including the physical space, touchpoints, interactions, and people – to improve the patron experience.

In conjunction with Weave: Journal of Library User Experience, we present this new workshop with presenters Joe J. Marquez and Annie Downey. They will share their eye-opening-experiences with service design at Reed College Library. You will gain insights for creating and improving library services, spaces, and workflows. You’ll learn methods and tools for:

  • Getting close to your patrons and recording your observations
  • Collaborating across library departments
  • Engaging staff and patrons in the process
  • Using prototypes to get quick, actionable feedback
  • Blueprinting processes to reveal the behind-the-scenes, inner workings
  • Getting started with creating an effective design plan for your library

After participating in this workshop, you will also:

  • Understand the basics of the service design methodology and tools in order to determine if it is a good match for your library’s assessment program.
  • Learn how to create an effective service design plan in order to begin developing a similar plan for your library.
  • Learn best practices for employing a service design project in order to implement an effective project of your own and avoid common pitfalls.

About the Instructors:

Joe J. Marquez is currently the Web Services Librarian at Reed College in Portland, Oregon. He has written and presented on topics, such as, website usability and marketing of the library. Joe has an MLIS from the University of Washington iSchool and an MBA from Portland State University.

Annie Downey is the Director of Research Services at the Reed College Library in Portland, Oregon.
She has written and presented on information literacy, K-20 library instruction, assessment, and academic library administration. Annie has an MLS and a PhD in Higher Education from the
University of North Texas.

Registration for this ALA Editions Workshop is available on the ALA Store. You can purchase registration at both individual and group rates.

ALA Editions Workshops are designed to give you and your staff the opportunity to participate in a hands-on learning experience that will help you make the best technology decisions for your library.

ALA Editions publishes resources used worldwide by tens of thousands of library and information professionals to improve programs, build on best practices, develop leadership, and for personal professional development. ALA authors and developers are leaders in their fields, and their content is published in a growing range of print and electronic formats. Contact ALA Editions at (800) 545-2433 ext. 5843 or

ALA Store purchases fund advocacy, awareness, and accreditation programs for library professionals worldwide.