This is a review of an article from Incite, December 2006 entitled “Using blogs and wikis to communicate with library clients”. Watson and Harper begin by educating the reader as to the differences between Blogs and Wikis. They inform the reader how these powerful communication tools can be used in libraries to enhance service. Watson and Harper give a clear account of the difference between a Blog and a Wiki. We learn that a Blog is a Web log or on-line journal, that is arranged according to date and can only be contributed to by the owner/owners of the Blog. However, others can add comments to the Blog. Henninger states, “ Technically, a blog is a Web site in which conversational items, including audio and images, are posted daily and stored in chronological order” (Henninger, 2008 p.152). On the other hand, we learn that a Wiki is a shared workspace that all users, or alternatively only registered users, can contribute or edit information on. Henninger also states, “A wiki is a Web-enabled collaborative writing tool which allows users to create, add, and edit content” (Henninger, 2008 p.159). The article goes on to give guidance on how to implement these tools in the library and the importance of having a plan of action. This guidance is offered in the form of 6 Tips.
Tip No. 1 is that the goals, policies and rules regarding use and content of the site must be put in place prior to use. These matters should be made public and staffs need to be educated on these matters. The writer of this blog agrees that this tip is an essential requirement as inappropriate use could become an issue. At the library where the writer is employed, inappropriate use of the Internet terminals is a frequent problem.
Tip No. 2 is testing the new technology thoroughly before implementing. It has been this writer's experience that this is a good idea. At the library where the writer is employed, testing has been undertaken with a new system for sending Overdue Notices to clients. Notices are to be emailed to clients. Testing the system prior to implementing has been a valuable exercise, as a number of issues have been noted and addressed.
Tip. No. 3 is the “voice” used in the Blog should be honest and realistic. Any attempt at faking a style will easily be picked up by the users and the service will not have any credibility. This will discourage users.
Tip No. 4 is updating the site regularly will keep it interesting for the user. Thus the user will be more likely to use the site.
Tip No. 5 is that the public should be able to comment on the site and these comments should be responded to promptly. Feedback to customers is a hallmark of good customer service and definitely what users require in the age of Web 2.0. Kajewski states, “Libraries can gather valuable feedback from their patrons by asking questions of patrons in a space they feel safe enough to express themselves in” (Kajewski 2006, p.422). The Library service gains valuable information by allowing comments, and gains customer appreciation by responding to these comments.
Tip No. 6 is promoting whatever collaborative tool is to be used. The facility needs to be promoted to create an on-line community of users. One method Watson and Harper suggest to promote the tool, is to use RSS feeds.
Overall this article provides a valuable guide to implementing new technology in the library. However, Watson and Harper have not adequately explained how the RSS feeds will promote the service. Perhaps it is that the RSS feeds would need to be promoted in the first instance? The writer understands a longer version of this article is available and perhaps this version may include the information necessary to explain how the RSS feeds promote the service.
Reference List
Harper, K. & Watson, C. (2006, December). Using blogs and wikis to communicate with library clients. Incite. [Electronic Version] Sydney: Library Association of Australia. Retrieved August 1, 2008 from http://www.alia.org.au/publishing/incite/2006/12/print.html?ID=138
Henninger, M. (2008). The hidden web: Finding quality information
on the net. (2nd ed.). Sydney: University of New South Wales Press
Kajewski, M. (2007). Emerging technologies changing our service delivery models. [Electronic Version]. The Electronic Library. 25 (4), 420-429. Retrieved August1, 2008 from www.emeraldinsight.com/10.1108/02640470710779835
Tip No. 1 is that the goals, policies and rules regarding use and content of the site must be put in place prior to use. These matters should be made public and staffs need to be educated on these matters. The writer of this blog agrees that this tip is an essential requirement as inappropriate use could become an issue. At the library where the writer is employed, inappropriate use of the Internet terminals is a frequent problem.
Tip No. 2 is testing the new technology thoroughly before implementing. It has been this writer's experience that this is a good idea. At the library where the writer is employed, testing has been undertaken with a new system for sending Overdue Notices to clients. Notices are to be emailed to clients. Testing the system prior to implementing has been a valuable exercise, as a number of issues have been noted and addressed.
Tip. No. 3 is the “voice” used in the Blog should be honest and realistic. Any attempt at faking a style will easily be picked up by the users and the service will not have any credibility. This will discourage users.
Tip No. 4 is updating the site regularly will keep it interesting for the user. Thus the user will be more likely to use the site.
Tip No. 5 is that the public should be able to comment on the site and these comments should be responded to promptly. Feedback to customers is a hallmark of good customer service and definitely what users require in the age of Web 2.0. Kajewski states, “Libraries can gather valuable feedback from their patrons by asking questions of patrons in a space they feel safe enough to express themselves in” (Kajewski 2006, p.422). The Library service gains valuable information by allowing comments, and gains customer appreciation by responding to these comments.
Tip No. 6 is promoting whatever collaborative tool is to be used. The facility needs to be promoted to create an on-line community of users. One method Watson and Harper suggest to promote the tool, is to use RSS feeds.
Overall this article provides a valuable guide to implementing new technology in the library. However, Watson and Harper have not adequately explained how the RSS feeds will promote the service. Perhaps it is that the RSS feeds would need to be promoted in the first instance? The writer understands a longer version of this article is available and perhaps this version may include the information necessary to explain how the RSS feeds promote the service.
Reference List
Harper, K. & Watson, C. (2006, December). Using blogs and wikis to communicate with library clients. Incite. [Electronic Version] Sydney: Library Association of Australia. Retrieved August 1, 2008 from http://www.alia.org.au/publishing/incite/2006/12/print.html?ID=138
Henninger, M. (2008). The hidden web: Finding quality information
on the net. (2nd ed.). Sydney: University of New South Wales Press
Kajewski, M. (2007). Emerging technologies changing our service delivery models. [Electronic Version]. The Electronic Library. 25 (4), 420-429. Retrieved August1, 2008 from www.emeraldinsight.com/10.1108/02640470710779835
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