Tag Archives: user services

Maneuvering Roadblocks: A Framework for Navigating Access Barriers Across Varied User Bases

Peer-Reviewed Article, ,

Katherine Carlson
Duke University Medical Center Library
Katherine.a.carlson@duke.edu
https://orcid.org/0009-0002-0735-6942

Abstract: Library users frequently encounter a variety of barriers when trying to access services and resources. It is critical that library staff thoughtfully engage and interact with these potential barriers with a goal of mitigating them and maximizing access for all potential users. The proposed framework provides staff with three key components of the process and guidance for navigating these potential access barriers. Zoomed-out and generalized for all types of libraries and staff, this framework can be applied to any context and provide guiding questions for beginning the process of intentionally navigating access barriers. Led by empathy for the user, library staff are encouraged to anticipate, react, and reflect on their experiences maneuvering roadblocks for users.

Keywords: access barriers, accessibility, user services
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Job Stories: A Creative Tool for Library Service Design and Assessment

Peer-Reviewed Article, , , ,

By Taylor Moorman,
Research & Instruction Librarian, Montana State University Library
and
Scott W.H. Young,
User Experience & Assessment Librarian, Montana State University Library

Abstract

A job story tells the tale of a user, a task to be completed, and the service used to accomplish that task. The job story can be a helpful design tool for understanding users and improving a service. This method draws from the traditions of agile design, user experience, and service design, and it is now beginning to enter the practice of library and information science. In this article, we introduce the job story for library practitioners. We begin by locating the job story within its wider context of service design tools. We then describe our own experience in creating a job story about a service in our library, including our motivations, process, and results. We conclude with steps for creating your own job story.

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