Johanna Rivano Eckerdal, Lisa Engström, Alexa Färber, Marion Hamm, Jamea Kofi, Friederike Landau-Donnelly and Rianne van Melik
As social infrastructures, public libraries are increasingly recognised as providing more than access to books and information; librarians’ work is importantly centred around…
Abstract
Purpose
As social infrastructures, public libraries are increasingly recognised as providing more than access to books and information; librarians’ work is importantly centred around practices of care. However, the ways in which they provide care is poorly researched, let alone conceptualised. This paper explores how this important part of librarians’ daily work is practiced through the lens of infrastructuring.
Design/methodology/approach
The paper first theoretically discusses the concepts of social infrastructuring, care and tinkering. Then, it turns to ethnographic research conducted in the public library networks of three European cities: Vienna (Austria), Rotterdam (the Netherlands) and Malmö (Sweden). The paper comprises empirical materials from all three countries and unpacks 16 librarians’ daily working routines of care through participant observations.
Findings
The empirical analysis resulted in three modes of social infrastructuring in public libraries: (1) maintaining, (2) building connections and (3) drawing boundaries. Practices of care are prominent in each of these infrastructuring modes: librarians infrastructure the library with and via their care practices. Whilst care practices are difficult to quantify and verbalise, they are valuable for library patrons. By using the concept of tinkering, the article conceptualises librarians’ infrastructuring enactments as crucial community-building aspects of libraries.
Originality/value
By focusing on the enactment of social infrastructuring, the paper goes beyond a descriptive approach to understanding public libraries as important social infrastructures. Rather, the paper unpacks how libraries come into being as infrastructuring agencies by highlighting what librarians do and say. Our international study articulates the importance of care practices in public libraries across different national contexts.
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Lisa Engström, Hanna Carlsson and Fredrik Hanell
The purpose of the paper is to produce new knowledge about the positions that public libraries both take and are given in the conflicts over politics and identity that play out in…
Abstract
Purpose
The purpose of the paper is to produce new knowledge about the positions that public libraries both take and are given in the conflicts over politics and identity that play out in contemporary cultural and library policy debates. Using conflicts over drag story hour at public libraries as case, the study seeks to contribute to an emerging body of research that delves into the challenges that public libraries as promoters of democracy are confronting in the conflictual political landscape of today.
Design/methodology/approach
The paper presents an analysis of debates reported in news articles concerning Drag story hour events held at Swedish public libraries. Utilizing the analytical lenses of discourse theory and plural agonistics, the analysis serves to make visible the lines of conflicts drawn in these debates – particularly focusing on the intersection of different meanings ascribed to the notion of the reading child, and how fear is constructed and used as an othering devise in these conflicts.
Findings
Different imaginings of the reading child and the construction and imagination of fear and safety shapes the Drag story hour debates. The controversies can be understood as a challenge to the previous hegemony regarding the direction and goals of Swedish cultural and library policy and the pluralistic democratic society these policies are meant to promote.
Originality/value
The paper offers new insights into the consequences of the revival of radical right politics, populism and societal polarization, and the different responses from public libraries.
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Hanna Carlsson, Fredrik Hanell and Lisa Engström
This article explores how public librarians understand and perform the democratic mission of public libraries in times of political and social turbulence and critically discusses…
Abstract
Purpose
This article explores how public librarians understand and perform the democratic mission of public libraries in times of political and social turbulence and critically discusses the idea of public libraries as meeting places.
Design/methodology/approach
Five group interviews conducted with public librarians in southern Sweden are analyzed using a typology of four perspectives on democracy.
Findings
Two perspectives on democracy are commonly represented: social-liberal democracy, focusing on libraries as promoters of equality and deliberative democracy, focusing on the library as a place for rational deliberation. Two professional dilemmas in particular present challenges to librarians: how to handle undemocratic voices and how to be a library for all.
Originality/value
The analysis points to a need for rethinking the idea of the meeting place and offers a rare example of an empirically based argument for the benefits of plural agonistics for analyzing and strengthening the democratic role of public libraries.
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Lisa Engström and Johanna Rivano Eckerdal
The purpose of this paper is to explore the implementation of self-service at public libraries from the perspective of their users. The implementation of self-service is related…
Abstract
Purpose
The purpose of this paper is to explore the implementation of self-service at public libraries from the perspective of their users. The implementation of self-service is related to a diverse societal context including, for example, an overall digitalisation, budget constraints and political expectations on public libraries to contribute to marketing the local community.
Design/methodology/approach
Semi-structured interviews with users and observations have been undertaken at self-service libraries in the south of Sweden. The material is analysed by means of a theoretical framework consisting of previous critical LIS-research, Fairclough’s critical discourse analysis and Habermas’ theory of the colonisation of the life world.
Findings
The implementation of self-service is affecting the users’ library practices as well as their expectations on the library. These expectations are shaped by various and sometimes competing discourses.
Social implications
To support public libraries’ role as democratic, public spheres, the complexity of the users’ understandings should be taken into consideration when implementing self-service.
Originality/value
The differing expectations articulated by the users, and the various discourses they can be related to, implicate a hegemonic struggle, corresponding to a changing view on public libraries.
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The purpose of this paper is to investigate what democratic challenges the digitisation of the public libraries in Denmark has entailed. Using the concepts from a national library…
Abstract
Purpose
The purpose of this paper is to investigate what democratic challenges the digitisation of the public libraries in Denmark has entailed. Using the concepts from a national library professional strategy from 2012, an analysis of 9 librarians’ experiences with digital dissemination in practice is conducted.
Design/methodology/approach
The paper is a part of a larger research project called “If digitisation is the answer, then what was the question?”. This sub study builds on the semi-structured interviews with library staff members, case-descriptions of two central providers of digital public library materials, as well as literature studies of missions, vision and strategies from different public library policy institutions. To frame the study, a literature review has been conducted.
Findings
The author detects the presence of several incompatible conditions in digital dissemination. These conditions are predominantly of an organisational nature, potentially containing major consequences for citizens’ free and equal access to information, knowledge and culture. Among other things, the Danish public libraries risk substantiating an already existing and problematic polarisation between technologically capable and incapacitated groups of people.
Originality/value
The digital transformation of society has only just begun. Therefore, it is important to examine the consequences of the transition to digital media types for central cultural institution such as the public libraries. The present study is an early and minor contribution to the illumination of a process requiring many more and large-scale studies.
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Timo Dietrich, Jakob Trischler, Lisa Schuster and Sharyn Rundle-Thiele
The purpose of this paper is to investigate how vulnerable consumers can be involved in transformative service design and how this approach may enhance the design of such…
Abstract
Purpose
The purpose of this paper is to investigate how vulnerable consumers can be involved in transformative service design and how this approach may enhance the design of such services. The study also analyzes how co-design with vulnerable consumers differs from existing user involvement processes with the purpose of developing a co-design framework.
Design/methodology/approach
A case study approach was employed, with six high schools in Australia identified as sites to conduct co-design sessions for a school-based alcohol education program. Adolescents were invited to review and (re)design an existing alcohol education program.
Findings
The study indicates that co-design with vulnerable consumers cannot be approached in the same way as conventional user involvement processes. Based on the insights generated from six co-design sessions as well as the examination of user involvement and co-design literature, the authors propose a six-step co-design framework. The six steps comprise resourcing, planning, recruiting, sensitizing, facilitation and evaluation.
Research limitations/implications
The co-design framework illustrates important differences to conventional user involvement processes. However, the generalizability of the research findings is limited to a specific study setting and a narrowly defined sample. Future research in a different setting is needed to further validate the presented findings.
Practical implications
For service design practice, this study provides guidelines on how co-design activities with vulnerable consumers can be effectively resourced, planned, recruited, sensitized, facilitated and evaluated. The framework outlines how co-design may be applied so that vulnerable consumers can become empowered participants during the design process.
Originality/value
This research contributes to the knowledge in transformative service research – a priority in service research – and service design by extending the boundaries of our understanding of processes and tools for the involvement of vulnerable consumers in transformative service design.
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Lei Zhang, James Lockhart and Wayne Macpherson
Research studies on offshoring and reshoring have predominantly focused on the home company, widely ignoring the offshored company in the host country. The host company's…
Abstract
Purpose
Research studies on offshoring and reshoring have predominantly focused on the home company, widely ignoring the offshored company in the host country. The host company's influence and contribution have been unseen. This research explores how the host company responds to the home company's location decisions to maintain the dyadic relationship.
Design/methodology/approach
An exploratory case study in China was conducted to examine the host company's response to reshoring. The case company has two Japanese parent companies that acted for the emergence of reshoring drivers. Primary and secondary data were collected and analysed through thematic analysis. The host company's response strategies to the home company's relocation decisions were identified and explored.
Findings
The findings reveal that four strategies, identified here as being cost control, market expansion, knowledge seeking and relationship bonding, were implemented by the host company. The importance of Industry 4.0 (I4.0) and knowledge transfer is also emphasised within these strategies.
Practical implications
This research identified active and practical strategies conducted by the host company to maintain a cooperative relationship with the home company(ies). Instead of encountering a passive response from the host company, the home company may consider working with the host to overcome difficulties caused by emerging reshoring drivers and create an outcome beneficial to both.
Originality/value
To the authors’ knowledge, this is the first research to study manufacturing reshoring from the perspective of the host company. It provides a new perspective to understanding this phenomenon.
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Jon Engström, Olof Norin, Serge de Gosson de Varennes and Aku Valtakoski
The study aims to explore how segmentation as a methodology can be adapted to the healthcare context to provide a more nuanced understanding of the served population and to…
Abstract
Purpose
The study aims to explore how segmentation as a methodology can be adapted to the healthcare context to provide a more nuanced understanding of the served population and to facilitate the design of patient-centric services.
Design/methodology/approach
The study was based on a collaborative project with a national healthcare organization following the principles of action design research. The study describes the quantitative segmentation performed during the project, followed by a qualitative interview study of how segments correspond with patient behaviors in an actual healthcare setting, and service design workshops facilitated by segments. A number of design principles are outlined based on the learnings of the project.
Findings
The segmentation approach increased understanding of patient variability within the service provider organization and was considered an effective foundation for modular service design. Patient characteristics and life circumstances were related to specific patterns of health behaviors, such as avoidance or passivity, or a persistent proactivity. These patterns influenced the patients' preferred value co-creation role and what type of support patients sought from the care provider.
Practical implications
The proposed segmentation approach is immediately generalizable to further healthcare contexts and similar services: improved understanding of patients, vulnerable patients in particular, improves the fit and inclusivity of services.
Originality/value
The segmentation approach to service design was demonstrated to be effective in a large-scale context. The approach allows service providers to design service options that improve the fit with individual patients' needs for support and autonomy. The results illuminate how patient characteristics influence health and value co-creation behaviors.
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Erin Hurley, Jakob Trischler and Timo Dietrich
This paper aims to investigate in a transformative service research (TSR) context how users can be involved through co-design and what contributions they can make during this…
Abstract
Purpose
This paper aims to investigate in a transformative service research (TSR) context how users can be involved through co-design and what contributions they can make during this process.
Design/methodology/approach
A six-step co-design process was used to plan and facilitate two co-design sessions that involved a total of 24 participants. The collected data include field notes, transcripts from group discussions, recordings of idea presentations and the evaluation of ideas.
Findings
A recruitment strategy that uses strong networks and sensitizes users through generating awareness of the underlying issue can prevent the waste of valuable resources. During the facilitation stage, experts need to find the fine line between close guidance and giving voice to the users. User-generated ideas set the starting point for new value propositions that more effectively support users in their value creation processes.
Research limitations/implications
The findings are limited to one specific sample and design task. Future research is required that investigates the application of co-design to other TSR contexts.
Practical implications
In TSR, organizations will need to follow a different co-design approach owing to the sensitive nature of the design task and/or users that are not driven by innovation-related motivations. Organizations should tap into their networks to raise awareness and recruit suitable participants. To capture users’ unique insights and foster the collective creativity, facilitation should focus on enabling participants through the use of design tools and team management.
Originality/value
The study contributes new insights into requirements, challenges and benefits of applying co-design to TSR contexts. The study shows that ordinary users, if empowered, can give important insights into the design of new value propositions.
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Katherine E. McLeod, Kelsey Timler, Mo Korchinski, Pamela Young, Tammy Milkovich, Cheri McBride, Glenn Young, William Wardell, Lara-Lisa Condello, Jane A. Buxton, Patricia A. Janssen and Ruth Elwood Martin
Currently, people leaving prisons face concurrent risks from the COVID-19 pandemic and the overdose public health emergency. The closure or reduction of community services people…
Abstract
Purpose
Currently, people leaving prisons face concurrent risks from the COVID-19 pandemic and the overdose public health emergency. The closure or reduction of community services people rely on after release such as treatment centres and shelters has exacerbated the risks of poor health outcomes and harms. This paper aims to learn from peer health mentors (PHM) about changes to their work during overlapping health emergencies, as well as barriers and opportunities to support people leaving prison in this context.
Design/methodology/approach
The Unlocking the Gates (UTG) Peer Health Mentoring Program supports people leaving prison in British Columbia during the first three days after release. The authors conducted two focus groups with PHM over video conference in May 2020. Focus groups were recorded and transcribed, and themes were iteratively developed using narrative thematic analysis.
Findings
The findings highlighted the importance of peer health mentorship for people leaving prisons. PHM discussed increased opportunities for collaboration, ways the pandemic has changed how they are able to provide support, and how PHM are able to remain responsive and flexible to meet client needs. Additionally, PHM illuminated ways that COVID-19 has exacerbated existing barriers and identified specific actions needed to support client health, including increased housing and recovery beds, and tools for social and emotional well-being.
Originality/value
This study contributes to our understanding of peer health mentorship during the COVID-19 pandemic from the perspective of mentors. PHM expertise can support release planning, improved health and well-being of people leaving prison and facilitate policy-supported pandemic responses.