Task 4 'Using blogs and wikis to communicate with library clients'

Task 3: Review 'Using blogs and wikis to communicate with library clients'. Can you summarise in roughly 600 words the lessons, and their importance, that the authors offer in relation to introducing emerging tools such as blogs and wikis in the library environment?

There is much discussion surrounding the development of Web 2.0 technologies, and their importance in keeping library service delivery contemporary and relevant in the 21st century. In an issue devoted to all things Library 2.0, incite featured an article by Watson and Harper on the issues of project managing online collaborative technologies such as blogs and wikis.

Two important lessons arose from this article. Firstly, the crucial role of Librarian 2.0, who is able to harness these new converging technologies in order to repackage the new library model. Some of these new technologies are already being used by the majority of library services, for example; web based management systems, interlibrary loan systems, online acquisitions, managed public internet services, intranet, online databases and other assorted online reference tools. Added to the suite of skills many librarians have acquired in managing these Library 2.0 elements, is now the added development and careful administration of social networking and communication tools such as blogs, wikis, and perhaps facebook.

Librarian 2.0 is now busy posting, podcasting, and finding the time for professional development courses in order to gather the necessary expertise to work in the new library. The first lesson is the importance of libraries proactively assessing their training budgets. Skilling library staff for 2.0 will be much more cost effective than employing IT specialists with less than desirable customer service skills.

The second lesson is the importance of skilled and thoughtful project management. The platform from which Library 2.0 operates holds to the fundamental principal of the virtual community, who anonymously perhaps, collaborate to build resources, share ideas and do much of it in their own space and time.

The authors of this article offer good advice to librarians wishing to integrate successful communication tools such as blogs and wikis to library staff and users.

Manage your communication tool

Blogs and wikis are going to be visible to the public, and their responsible management will reflect a professional library service. A clear understanding of the role of the blog or wiki is fundamental. Policies and rules will need to be developed with regard to use and content. Transparency is good management, as is educating all stakeholders.

Control ‘technolust’

Sometimes we do it because we can; for example Google Street View. The lesson here is just because a technology is available; it doesn’t necessarily mean it will be appropriate for the library. Researching for the right product is very important.

Have an agreed upon, honest library voice

Clear, well written articles will reflect well on the library service. Shorthand SMS text may be appropriate for a youthful mobile phone user, but might look patronising and silly on a blog. A protocol of proof reading would be ideal.

Update often

Here is the challenge for Librarian 2.0. Keeping the blog or wiki fresh, new and up-to-date. Stale content is never visited twice. Managing the online products should be as important as the physical environment and the collections. Good project management by an enthusiastic team will be key to blog or wiki success.

Enable comments, where appropriate, and respond

On line interaction is another fundamental principle of Web 2.0. People love to comment, and if this is easy for them to do so they will. It will be critical for change updates to be emailed to a common address, and not the person who has just gone on leave. Agreed guidelines will have to be established by staff and users to ensure a safe online environment. Staff will have to be prepared to respond to users and to remove inappropriate material.

Use RSS feeds or other promotional avenues

Watson and Harper stress that online services do not promote themselves. RSS feeds are an ideal way for users to keep up to date, and promotion of aggregators and other value added services such as downloadable audio files will enhance the user experience.

By following the advice that the authors of this paper give to project managing online networking tools, Librarian 2.0 will be able to reach a new library community. This community of users may never step foot inside the physical library, but will be able to use and interact with the library service as if they did.


References

Watson, K & Harper, C 2006, ‘Using blogs and wikis to communicate with library clients’, Incite, vol.27, pp 5-6.