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Best Practices
My suggestions for best practices when using Social Software
and Web 2.0 applications in a library setting:
Don’t just do
something because it is “hip” or “cool” to be doing it!
I think that in many cases, libraries jump on the 2.0
bandwagon too quickly without stopping to consider what they are getting into,
kind of like those hipsters who have to have the latest toys before anyone else
does but don’t have a clue about how to use them. Just because
something is new and neat doesn’t necessarily mean it is right for your
library. For instance, a library that serves a mostly senior population shouldn’t
rush into adding gaming-related content to their library’s website because it
would be wasted there; this same population, however, would probably benefit
greatly from a library blog dedicated to events happening within the library
and surrounding community or an online video giving a tour of what that library
has to offer patrons. Until you are comfortable with using this technology in a
good way, your library should not be in a rush to appear to be cutting-edge;
wait until you know what you are doing with your 2.0 technology and then wow
your customers with it.
Make sure that you
have someone employed who is comfortable with 2.0 technologies or is willing to
learn more about them.
If you want to get my first best practice right, this step
is a must. Putting 2.0 to use within your library won’t do any good if your
customers know more about it than your staff does. Preferably, there should be
a number of people on staff who have some experience with applications such as
media sharing, blogging, etc… so that they can help the public to use these
applications as well. Overriding this should be a technology department that
has much experience in this area so that they can help make experts of your
frontline staff. Again, be prepared to give 2.0 services properly before
rushing into anything.
Start small and go
from there.
Unless you are working at a library that demands cutting
edge 2.0 services, like a university campus or a library in
(if that place even still exists), starting small is the way to go when first
implementing these social software applications. Try blogging first, with maybe
having some RSS attached to the blogging. I wouldn’t recommend jumping into 2.0
with a massive project such as an online gaming tutorial or an attempt at
re-indexing the library collection with folksonomies and tagging. I would try
to gradually introduce these more in-depth services at a later date and recommend
getting your feet wet with a small endeavour first.
Don’t be afraid to
screw up!
Remember, this is social software, not anti-social software.
If you try something and it doesn’t work right away or do what you wanted, don’t
worry about it. One of your patrons will tell you and probably try and help to
rectify it for you. That is the point – taking the power of creation and
letting everyone with a stake in it have a say in what comprises it. Don’t look
down on your customers with disdain because they weren’t initially receptive to
your 2.0 ideas – invite your customers to help you make 2.0 work better in your
library environment.
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Hi Chris,
Your first comment was really well stated. I think there's a danger that librarians will see the coolness of Web 2.0 technologies, and forget to ensure that their efforts are user-centered. The level of comfort with the technology is another good point, and not one that I had thought about as much.
Grant,
I like how you mentioned to start small and build from there. I think with web 2.0, or any project for that matter their is always the temptation to implement too much at once. Organizations should always remember to walk before they run.
hey chris,
Having someone who is comfortable with web 2.0 on staff I think is key as well. I know that new graduates will likely be more comfortable than people who have been in the field for a while and not kept up with the new technologies available, but there are also some good professional training sessions that can get people up to speed. Thanks for your post, it's good to have someone's perspective from the "inside" (of a public library)!
amy
Chris,
Your comment about anti-social software, and not being afraid to screw up really makes a lot of sense. I personally like to be successful right out of the gate, but with these tools, so much depends on other people - and it's so useful to be reminded that if at first it doesn't work, turn to the social network it's supposed to serve and let them help fix it.