Libraries of the 21st Century that have embraced Web 2.0 technologies are in a position to offer information services that can be accessed from any computer with an internet connection; are not restricted by the typical working day of 9 to 5 and can be designed specifically to target the i-generation (Aharoney, 2008; Miller, 2006). These libraries encourage staff and students to actively participate in the library and its services through the adoption of the principles that guide the Web 2.0 phenomenon these being the 4Cs – collaboration, conversation, community and content creation.
Arizona State University (ASU) library service provides an outstanding suite of services to all students attending and staff working at the university. The ASU Library Channel http://lib.asu.edu/librarychannel/ provides staff and students with an abundance of information regarding the library, its services and how to access these services. The information on the Library Channel is provided using a variety of Web 2.0 technologies such as podcasts, videocasts (via the site and www.youtube.com), a blog and a twitter feed. The library also provides a RRS of all its updates. But does ASU library services use these platforms to meet the 4Cs of social media?
• Conversation
The principle of conversation is probably lacking to a certain degree in the use of social media by the ASU library service. My interpretation of the principle of ‘conversation’ with respect to social media in libraries is that it promotes conversation between the institution and its clients as well as between its clients. Students are able to make contact with the library staff via phone, email and IM chat. The chat component makes use of Web 2.0 technologies, but does it invite conversation between the library and its clients? As all it is really is a written real-time conversation between two people it is not available to others to comment on. I view their use of Twitter as a better way of promoting conversation between the library and its clients and between the clients themselves as it allows for all followers to view the conversations between the library and its clients, inviting others to comment and respond and truly generating conversation within the community.
• Community
ASU is using social networking sites such as Twitter to develop a sense of community. At present there is 796 followers of their twitter microblog, suggesting that it hasn’t been taken up by much of the student and staff body (at present count there is approximately 80,000 staff and students across all four campuses [Wikipedia, 2010]). The use of videocasts via the Library Channel and YouTube promote a library that is engaging, fun and most importantly doesn’t take itself too seriously – which is fabulous as libraries for far too long have taken themselves far too seriously and to their own detriment…..you only have to mention that you are studying to be a librarian and people groan…but why? They are such boring places……there is a serious PR issue for libraries!!!! The videocasts are inviting and promote the concept of ‘third place’, especially through the promotion of such services as cafes within the library, music downloads for studying for finals, book collection and photography competitions. The Library blog keeps students and staff informed of what is happening within the library community. There is constant communication about the ‘going-ons’ at the library and the activities and events that are taking place. The use of Web 2.0 technologies is allowing the library to reach out to the university community in a modern, engaging and entertaining manner and also build a digital community that can access the services of the library 24/7.
• Content Creation
The videocasts are excellent examples of content creation. They provide information regarding the range of services offered by the library, community events held by and in the library, and how students can use these services to better their experience and academic performance whilst at ASU. The ‘minute videos’ are informative and funny (even my husband was chuckling at them while I was viewing them!). They present a wealth of information in a very short period of time, whilst providing great advertising for the library and its services. The library also provides videocasts of tutorials for teaching students and staff on how to use the library databases, catalogues and other reference materials; again these are very short in duration yet informative and done so in an entertaining manner.
• Collaboration
Collaboration is the only aspect of the 4Cs that is really lacking from the ASU Library Channel. The Library Channel meets the other Cs through its use of Web 2.0 technologies. As I think about this, I begin to wonder am I wrong in thinking that this OK? The library is there to provide an information service and by the looks of things it does that with great gusto! They are clearly trying to establish a community of scholars both within the physical and digital space of the library, they are conversing with their clients via a variety means and they are using Web 2.0 technologies to create content and publish it. But it isn’t providing an online space for collaboration. My response is, So? Is it not enough that it is providing services that meet the other 3Cs? Also I would argue it isn’t the library’s responsibility to provide an online space for collaboration between students but that of the learning institution.
References:
Websites:
http://lib.asu.edu/librarychannel/
http://en.wikipedia.org/wiki/Arizona_State_University
Articles:
Aharoney, N. (2008). Web 2.0 in US LIS schools: Are they missing the boat? Ariadne,
54. Available at http://www.ariadne.ac.uk/issue54/aharony/
Miller, P. (2005). Web 2.0: Building the new library. Ariadne, 45. Available at
http://www.ariadne.ac.uk/issue45/miller/
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