Participatory design of public library e-services

Abstract

Public libraries are in crisis-mode trying to figure out their future. One area they are struggling with is their role and relationship to the Internet -- their e-services. This study engages public library staff and vendors in the redesign of online account management features as a way to explore participation from the perspective of the participants. Grounded in our experience, we explore what we mean by participation and identify barriers to achieving our ideal vision of participation. Mid-way through the project, we have begun to grapple with fundamental questions about participation and design and have identified some concerns we have, personally and organizationally, about involving library members in productive design activities, beyond their inclusion in generative and evaluative activities.