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I didn't get very far with my question about multi-channel service design for libraries [1] which I asked here and on web4lib. I'm guessing that means that librarians aren't framing these challenges as "service design." Either way, I hope you'll find this article interesting and relevant... http://semanticstudios.com/publications/semantics/000633.php ...and, I'd love to hear your feedback and suggestions. Thanks! [1] https://listserv.nd.edu/cgi-bin/wa?A2=ind1003&L=CODE4LIB&T=0&F=&S=&P=214296 Peter Morville President, Semantic Studios http://semanticstudios.com/ http://findability.org/