Using blogs and wikis to communicate with library clients

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

Emerging technologies changing our service delivery models

This is a review of a paper by M. Kajewski entitled “Emerging technologies changing our service delivery models”. This paper begins by introducing the current state of change happening in the Library and why these changes are having an impact on the services offered. Kajewski claims the rapid development of technology and funding matters have meant the Library has needed to change to stay relevant. Kajewski’s paper goes on to detail the new Web 2.0 technologies. These technologies being, Blogs, Wikis, RSS Feeds, RSS Aggregators, Podcasts, Vodcasts, Webconferencing and lastly Instant Messaging. The paper concludes with a discussion regarding Staff Training.

Kajewski begins this detailed explanation of the new technologies, with Blogs. Blog is short for Web Log. A Blog is a website where a user may post information, in the style of a diary or log. These postings are displayed in chronological order. There are a number of sites that offer this service and some can be accessed free of charge. Blogger is a popular one and is the site used to write this Blog. Blogger can be found at http://www.blogger.com/

Kajewski tackles Wikis next. Kajewski states, “…. an open shared space for collaborative content contribution and editing” (Kajewski, 2006 p.422). Basically, a wiki is software that can be accessed freely from the Internet. It allows users to share a workspace. Users of the site may contribute information or they can edit information, including contributions of others. Wikipedia is an example of a wiki. Wikipedia is an encyclopaedia available for all to contribute to and to edit. Wikipedia can be found at http://www.wikipedia.com/.

The subject of RSS Aggregators and RSS Feeds is next. An Aggregator is a website, sometimes called a Reader, where a user may register and be able to add the Rss Feeds that he may be interested in. The Rss Feeds could be feeds to Websites, Blogs, or Podcasts, etc. The Aggregators or Readers are freely available. Checking this site the user may see what feeds have been updated, in a convenient one-stop place. This is more convenient than having to visit each website and check for updates. Rss Feeds and Aggregators allow users to monitor multiple websites at once. Henninger states, "I am constantly asked 'how can you keep up with everything on the Web? ' The answer is simple; I use a range of monitoring techniques" (Henninger, 2008 p. 47). Google Reader is an example of an RSS Aggregator that is freely available on the Internet. Google Reader can be found at https://www.google.com/accounts/ServiceLogin?hl=en&nui=1&service=reader&continue=http%3A%2F%2Fwww.google.com%2Freader%2Fview%2F

Kajewski describes Podcasts as being audio contained on the web. These audio files may be downloaded and listened to at the users convenience. Kajewski equates a podcast to a radio show. Podcasts can be added to the RSS Aggregator mentioned earlier, and so notify the listener of updates. Next Kajewski acquaints the reader with Vodcasts. These are video clips that are available on-line and can also be downloaded to a computer to view when convenient. Additionally, we learn that Webconferencing, having a meeting on line via the Internet, is possible using special software that is freely available and can be downloaded. The final technology that Kajewski reveals to the reader is Instant Messaging. We learn of real-time communication by text on-line. This is known as Instant Messaging. Kajewski’s paper finishes with a discussion about library staff and the training that needs to take place in libraries, to bring the staff up-to-date with the technologies available.

This paper gives a good overview, of new technologies available on the Internet. It is an excellent starting point for anyone wishing to acquaint themselves with new technologies available. The paper contains Web addresses for interesting sites and even though this paper is dated January 2006, the writer of this review believes that the information is still relevant and informative.

Reference List

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 August 1, 2008 from www.emeraldinsight.com/10.1108/02640470710779835

Library 2.0 : Service for the next-generation library

This is a review of an article by M. Casey and L. Savastinuk from the Library Journal, 9/1/2006. The article is entitled Library 2.0, service for the next-generation library. Casey and Savastinuk present the view that the Library today is in a state of change. The two major reasons for this change have been funding matters and user demands. The services offered by Libraries are changing. Casey and Savastinuk put in plain words how library services are developing from the introduction of Web 2.0 and are being known as Library 2.0.

Casey and Savastinuk suggest that Library 2.0 is any library service that is centred on customer needs. They claim that technology that has become available in recent times, known as Web 2.0, is being used in an endeavour to focus the Library service on customer needs. The authors’ explain that while the majority of the population do not use traditional library services, this technology is allowing the Library to reach out to those non-library users. The authors’ point of view is that Library 2.0 is essentially a library service that allows customer collaboration. The customer is able to adapt the service to meet his own needs and the Library regularly seeks and responds to feedback from the customer. Library 2.0 is about services that promote customer participation. Garcia states, “…the term not only encompasses the transition to technology-driven services but reflects the move to a more participatory and interactive model for service delivery” (Garcia 2008, p.36).

This article also presents some valid concerns by Librarians, in particular with regard to ILS (Intergrated Library System) Vendors who may seek to gain advantage in the collaborative environment of Library 2.0. The new technology that is helping create Library 2.0 may also create problems. O'Conner states, "..libraries used to operate in a monopoly environment, but now there are other businesses and options for their clients" (O'Conner, 2007 p. 69). However, Casey & Savastinuk acknowledge that although this technology is a part of Library 2.0, it is also more than this technology. Casey & Savastinuk inform the reader that not all Libraries are in a position to have a large staff of IT people to develop and implement new Library 2.0 facilities. Library 2.0 is the movement that is happening in the Library, whereby services are centred on the customer. Even a traditional type of service offered by a Library could be considered Library 2.0 if it has some of the essential elements. The service offered must seek customer collaboration to meet the customer's needs. The customer should be able to contribute to the service. The service must be constantly evolving to meet the changing needs of the customer. Feedback must be frequently sought and appropriate responses implemented to optimise customer satisfaction. These are the ingredients for a Library 2.0 service.

Casey and Savastinuk have clearly detailed the current changes and directions happening in the Library of today. They have demonstrated the model of what makes a Library service defined as Library 2.0. Looking at this article it can be seen that Library 2.0 is the way of the future for the Library. People today are attracted by the collaborative nature of Web 2.0 technology and it makes sense to offer these popular facilities in Library services. Therefore, to be competitive in this environment, the Library must create and offer services that contain this collaborative type model which contain the essential elements mentioned earlier. This article is a very useful read for anyone studying Librarianship. It is written in language that is not too technical and gives a good overview of what is meant by Library 2.0.

Reference List

Casey M. E. & Savastinuk. L. C. (2006). Library 2.0: Service for the next-generation library. [Electronic Version]. Library Journal. 9/1. Retrieved August 1, 2008 from
http://www.libraryjournal.com/article/CA6365200.html?q=Library+2%2E0

Garcia, J. (2008, February). Library 2.0. The next chapter.
Government News. 36-38.

O'Connor, A. (2007). Special libraries and information services. In S. Ferguson (Ed.) Libraries in the twenty-first century : charting new directions in information services. (pp. 59-73). Wagga Wagga, NSW: Centre for Information Studies, Charles Sturt University.