I'm working on an article that will, in part, explore the challenges of service design  for libraries, with particular emphasis on opportunities to create multi-channel, cross-platform, trans-media experiences.
For instance, at the Ann Arbor District Library, people can "request this item" from their catalog search results (Digital/Web). When their book is available, they receive a notification (Digital/Email). They can then collect the book at their branch library (Physical/Library). This is a very simple but useful multi-channel service. Clearly, there will be opportunities for innovation as mobile devices (e.g., iPhone, Droid, iPad) become more powerful and prevalent.
Are there folks in the library world writing about this topic? Any good articles or presentations (or places to look)? Thanks!
President, Semantic Studios