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From the beginning of Brazilian service sector rebuilding process, the service organizations - which include universities and their academic libraries, seek to improve their processes, adopting efficient and effective tools, and thus obtain a competitive advantage. Libraries use to document all of the working instructions they carry out in their called "Service Manual", which when are available to everyone, becomes an important administrative tool. Currently (2008) each department of PUCRS Main Library has its own service manual, stored in different ways (paper archive, network drive) and produced in different ways (digital, print). This project aims to design an information system to improve the way are documented the services work instructions of PUCRS Main Library. The literature points out that it is possible to unify and systematize the methods of documentation of work instructions, through the adoption of an information system. The literature consulted covers topics such as Internet, development of Internet 2.0 systems, libraries intranet, work instructions, library services, system development methodologies and Unified Modeling Language(UML). Among the system development methodologies studied, the IBM's Rational Unified Process (RUP) was adopted, together with the UML notation. As research method the "Case Study Method" was adopted, which allowed the research of the phenomena in depth and in its real context. By applying in-depth interview techniques, direct observation and also documentary analysis, it was possible review and analyse the current Main Library situation. The documentation process of the work instructions was mapped, and its informational needs identified. Based on this analysis, a system modeling was created, validated through post-interaction with the each department coordinators, thus the objective proposed in the present study was met. (English)