42 Copyright © 2018, IGI Global. Copying or distributing in print or electronic forms without written permission of IGI Global is prohibited. Chapter 3 DOI: 10.4018/978-1-5225-5026-6.ch003 ABSTRACT This article presents the results of a study investigating user involvement in the idea generation phase of service innovation, and discusses advantages and limitations of such involvement. Specifcally, the study compares the use of social media such as blogs and future workshops to generate idea for service innovations in the context of a research library. Our study shows that the blog is good in opening up for user contributions, while the future workshop involving users and employees is particularly good at qualifying and further developing ideas. The fndings suggest therefore that methods for user involvement should be carefully selected and combined to achieve optimum benefts and avoid potential disadvantages. INTRODUCTION User involvement in innovation processes has been on the agenda of organizations and a subject of innovation research for quite a while (Chesbrough, 2003; von Hippel, 2005). This is also the case for service innovation in which user involvement has been argued to have particular potential (Sundbo & Toivonen, 2011), among other things because services are produced and consumed simultaneously (Vargo & Lusch, 2004) through face-to-face or ICT supported interactions between users and employees (Sørensen, Sundbo, & Mattson, 2013). Developments within technology and especially social media have paved the way for a wide range of new technologies such as blogs and wikis which can support user involvement in innovation processes (Bjelland & Wood, 2008; Scupola, 2017a). More dedicated software has also been developed such as idea competitions and innovation contests (e.g. Bullinger, User Involvement in Service Innovation Processes Hanne Westh Nicolajsen IT University Copenhagen, Denmark Flemming Sorensen Roskilde University, Denmark Ada Scupola Roskilde University, Denmark