Module 2 - Topic 3

TWITTER AND LIBRARIES

Twitter is a great online social networking and communication tool. Why, you may ask, would libraries be interested in Twitter? As many other organisations, businesses and libraries have discovered, Twitter presents many opportunities to:

• Reach out to our patrons where they interact socially in an online environment.
• Attract new users
• Get feedback (active and passive) from patrons (and other people) about the services and facilities of the library
• Promote library services
• Increase awareness of the library

Online social networking has become part of many of our patron's lifestyles. Both individuals and organisations are using social networks to keep in touch and keep up to date with what's going on in their world. With Twitter we have another tool to create a feel of community and become part of a wider community. Not only does this allow us to have a presence where our patrons are, but we become part of the action. Delivering relevant services means not only giving useful and appropriate services that is valued by our patrons but also delivering them in a way that is convenient to them.

Twitter has added another dimension to communicating with our patrons. It is a much more interactive and direct medium with an informal communication style. Feedback is fast and tends to be 'honest', so you get a good picture of what your patrons think and feel. This is priceless information - all for free! (Companies pay huge amounts to measure the levels of customer service satisfaction.) Even better is that you could respond quickly to concerns and complaints, and retweet compliments to build on the value you deliver.

How do libraries use Twitter?

As a communication tool Twitter has been used in many ways. Here are a few ways in which libraries have used Twitter:

• To promote upcoming events
• Share information sources
• Post photos
• Alert patrons to technical issues/problems
• Answer information queries
• Give advice in the use of library facilities and services
• Notify followers of new blog posts or website updates
• Talking to people about what they want to see from their library
• Pass along some information literacy skills along the way

Another important consideration is that it adds personality. Your followers can get a sense of who the people are behind the company. This is very attractive to followers as people tend to follow someone they can relate to. So with Twitter you can put a 'human' face to the organisation and give an insight to what happens behind the scenes.

It also gives you the opportunity to demonstrate your knowledge through interaction with patrons. But it isn't (and shouldn't be) all serious and dry stuff. There is a great entertainment element to Twitter which makes it very attractive. And what a wonderful way to relate to our patrons by sharing something that makes them laugh and smile!

Libraries on Twitter

New Zealand libraries:
Rodney Libraries
Manukau Libraries
National Library of New Zealand
Dunedin Public Libraries
Wellington City Libraries
Upper Hutt Library
Tararua Libraries
Central Hawke’s Bay

A sample of overseas libraries:
Library - College of DuPage, Glen Ellyn
Grand Rapids Public Library
New York Public Library
Boroondara Library
Australian Library & Information Assosiation
The British Library
Red Deer Public Library, Red Deer, Alberta, Canada
TU Delft Library, Delft, Nederland
West D'tonshire Libs, West Dunbartonshire
Ada Community Library, Boise, ID
King Country Library System
Vancouver Public Library
AskAway, British Columbia, Canada. A free online information reference service similar to our AnyQuestions service.

Many of our database vendors are also on Twitter:
AccessScience
ProQuest
EBSCO Publishing
Gale
Cochrane library database
Encyclopaedia Britannica
MedlinePlus
Press Display
NovelList

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*** EXERCISES ***

*** FURTHER READING - optional ***

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