For my graduate trainee project, I investigated how the University of Bradford (UoB) Library could improve its use of social media (SM) to promote library services and connect with users. I completed a literature review which helped me to understand the existing research, I assessed the library’s social media and made suggestions on how to improve it. I looked at the way similar institutions conduct themselves online and made comparisons. I also surveyed the University of Bradford Library staff to see how they felt about using social media to connect with users. It was a very useful thing to do as it really helped inform my suggestions and it also helped me to feel more confident knowing that most people were in agreement. This is a brief excerpt from my project 🙂
With the ever increasing popularity of social networking sites (SNS) and their widespread popularity, it is important that the library exploits this method of communication. Libraries are expected to have many streams of communication open with users and social media provides an excellent opportunity to connect with staff, existing and prospective students and colleagues in a novel way.
There are many ways in which social media can be used in a meaningful and beneficial way, especially within an academic library. Social media can be used to promote the library, have real-time customer service conversations with users and receive feedback. Most librarians understand that social media is an important tool that can help them to deliver their services. Here is a list of some of the ways in which social media could be used in the academic library:
- To build a sense of community
- To reach users in their homes and ‘virtual spaces’ as many people can now access lots of library resources outside of the library
- To seek user’s opinions on library services, respond to user feedback and use it as an opportunity for self-assessment
- Publicise events such One World Week and the recent special collections Mitrinovic Symposium
- Promote new acquisitions
- Promote and increase usage of library collections
- Promoting workshops and inductions
- Keep up to date with other librarians and academic institutions
- Financial costs are believed to be low
- As a broadcast tool for library updates and news
- Opening hours and contact details
- To connect with new and current students, as well as alumni and especially distance learners
- To connect with the academic community and university staff
- Potentially a customer services tool – dealing with enquiries, feedback and complaints
- To update users on system maintenance and problems with library systems
- Explore the use of interesting applications such as Pinterest and Instagram for inductions and workshop
My favourite article fittingly titled “#selfiesinthestacks” looked at how Instagram can be used by libraries to alleviate library anxiety in first year students, increase user engagement and offer active learning experiences. Wallis questions how much information students realistically retain whilst attending traditional library inductions, especially when so much is going on at the start of term. Wallis developed a fantastic library programme using Instagram which introduced new students to the library in a fun, social and modern way.
- She downloaded the Instagram app on the library’s iPads and created a library account (https://instagram.com/umlibrary/). She then logged into the account on each of the iPads (6 of them).
- She then presented a short PowerPoint which was a brief introduction to the library, directing students to the library catalogues, describing the layout of the library and explaining the task.
- Students were asked to get into groups of three to five people and choose a team name.
- Each group received an iPad and a sheet of paper with the following prompts listed. All apart from the specific book title are open to interpretation.
- The weirdest book
- Something confusing
- The best study spot
- This book (each group was given a different book to find)
- Your group and a member of library staff
- A DVD you want to watch
- Students would then use the iPads to take photos based on the prompts and upload them to the library’s Instagram account.
- The groups were given 30 minutes to explore the library
- When they returned they looked through all of the images on a projector together and had a discussion about their experience.
There is little doubt that social media is becoming an integral part of 21st century communication and this is increasingly the case in how we conduct our personal lives, our education and our careers. In order to appreciate social media, to some extent you need to immerse yourself in it; you must understand why you are spending time on it, be acceptant of the positives and negatives and be aware of the opportunities that it presents. Using social media yourself is good practice for when you use in on behalf of the library.
There are many obstacles and challenges associated with using social media in a consistent and meaningful way. If the library does not keep an eye open on social media, it is possible that we will miss important discussions and feedback that are related to the library. The conversation will happen, whether the library wants to listen or not and not everyone is going to have positive things to say. People do use social media to share both negative and positive experiences they have had with institutions, organisations and businesses.
It is easy to be worried about using social media in a professional setting because of unprofessional, negative comments. People will say negative things on social media and there are advantages to facing this negativity head on. We can try to resolve any problems the user might be having, we can apologise and we can try to make it right. People will also say positive things and when they do, it is good for us to know that we are doing things right. Social media could be used as another means of gathering student feedback in addition to the traditional methods already in place. It is a lot easier for a student to send an email or write a comment online than it is to fill in a form and post it in the library. For many service providers, customer service has gone way beyond simply speaking to someone in person, by email or on the telephone.
Staff and students alike need to be aware of the impact social media can have on people’s lives. People should conduct themselves as they would in any normal social situation and that involves being polite, respectful and appreciative of the fact that by law everyone has the right to freedom of expression. The catch being that when you voice your opinion on social media, you are inviting people to do the same. So it is important that all posts are carefully considered as they can come back to bite you, as they did with Paris Brown in 2013. Comments she had posted in the past on Twitter were investigated for possible criminal offences. Paris posted tweets when she was between the ages of 14-16 which were considered to be racist and homophobic. At the age of 17 she had just been appointed Britain’s first youth crime commissioner but was forced to resign due to her previous ill-thought-out tweets.
With prospective employers having free access to social media just as everyone else does, it is important that people, especially students, know how to conduct themselves online. They need to take responsibility for their own actions, learn about their online privacy and be aware that when they post things online, it can be there for the whole world to see. Librarians are in a fantastic postion to demonstrate how best to use social media, but first they need to be on social media.
Here are some of the Padlets I made to go alongside my project:
Using the existing literature, making comparisons with other academic institutions and surveying UoB library staff, I explored the negative and positive aspects of social media. Social media does not have to be difficult and it does not have to take up huge amounts of time. But a tailored social media strategy needs to be in place and social media needs to be monitored regularly if it is to be successful. If our efforts can help students find useful information they would otherwise not have found or to seek help in the library because he/she saw us pop up on their social media feed, then that is a job well done.
See this link for my presentation http://prezi.com/vpzaqq4g4mpe/?utm_campaign=share&utm_medium=copy&rc=ex0share