Abstract
This chapter investigates the use of social media to collect ideas from the users in the service innovation process. After a theoretical discussion of user involvement and more specifically user involvement using social media and blogs, the chapter reports the results from a field experiment at a university library. In the experiment, a blog was established to collect ideas for service innovations from the library users. The experiment shows that blogs may generate a modest but useful amount of ideas. The experiment furthermore reveals that blogs might be useful to provide the institution with an image of openness and willingness to listen to customer input.
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