The Mission: The following report is a needs assessment of the Halifax Public Libraries (HPL) current use of social networking tools. This report will look closely at the types of technologies HPL are using and give recommendations for ways they can improve their social networking services online. This needs assessment will be done with a strong link to the perspectives and technologies learned about in LIS 9763: Social Media and Libraries. This means that there will be a focus on technologies such as lifestreaming, social networking, blogging, wiki, social tagging, and RSS feeds This report uses www.halifaxpubliclibraries.ca as the main entry point in for accessing the primary information for all of HPL’s services, and by extension their use of social media.
Use of Social Media: HPL use a wide variety of social media to explain and expand their services to their patrons. These technologies include Facebook, Twitter, instant messaging, blogging, social tagging, and RSS feeds. While HPL uses all of these technologies their Twitter, Facebook, and RSS feeds seem standard use of the technologies; I will discuss later on in this report some key ways that they can improve these tools it does not deal directly with the technologies themselves. The rest of the technologies listed above either use the technology quite well or could use some thoughtful rethinking to improve their use.
Positive Uses: I want to start the assessment on a positive note for the HPL and point of some of the areas they have done well.
The Reader Blog: This blog is dedicated to recommend and talk about different types of literature. As another form of reader’s advisory tool I think this blog achieves all it could ever imagine to in terms of content. Blog articles such as “Splatterpunk” and “Books and Wine” give a great look at niche sub genres. The unfortunate part about this blog is that after being active for almost a year now it only has 42 followers and very few comments. This blog has all the potential to become a great place for social networking but there is one huge issue with HPL that causes this blog to be unable to reach its full potential. This issue will be discussed as the main issue with HPL’s social media in the conclusion of this report. ( www.thereader.ca )
Catalog Social Tagging: HPL has just introduced a new catalog and while it is not as social media savvy as you might see on some other library websites it does a great job of allowing registered users to tag library items. That is not all however and this is where their system deserves some credit. Each tag presented can be viewed in a tag cloud on the left of the screen so related materials can be viewed through user created tagging.
Virtual Reference: HPL’s virtual reference service can be found only on their teens and kids websites. It is advertised as “Homework Help” and “Ask a Question.” This is a great way for individuals to ask questions, especially with the rise of more complicated social media and its use. Unfortunately there is a huge section where this technology should be present.
This concludes the HPL’s positive uses of social media.
Negative Uses: Unfortunately for HPL there are some major issues with some of their technologies. As mentioned above with their virtual reference, with the content of their lifestreaming on their Teen’s Facebook page.
Virtual Reference: Their technology is stable and useable but they do not include it anywhere for the majority of users. This technology seems to be directed only to the teens and kids of the HPL. Instead what the main section of the website gets is “Ask a librarian.” This is a email or telephone reference service. Sorry HPL but this is 2010 and while email is a useful technology there is no reason virtual chat reference should not be marketed towards all patrons of the library, not just teens and kids for homework purposes.
Teen Facebook Content: The content of blogs and microblogging is extremely important that it hits the desired audience the technology is trying to reach. In the case of the microblogging and general approach toward teenagers for HPL they are missing their target audience by a long shot. It feels like the teen page was created thinking about kids. Their main campaign seems to be around Rubber Ducks? Now it seems that Rubber Ducks are not an appropriate focus for 13-17 year olds.
Unknown Technologies: The biggest problem that HPL faces is more of a web usability issue than it is social media. In order to create a popular social networking technology the users must know they exist. From the main homepage of HPL there are hardly any recognizable links for any of their social media except their Twitter page and a few RSS feeds. There is no continuity of page layout which makes it feel like there are four different sites; main, kids, teens, and Halifax Central Library. It is hard to conceptualize the issue here unless it is actually viewed. (See the video needs assessment report here.) Each different site does great things to promote a few of the different social media HPL uses but no one page does them all. HPL seems to be in the middle of a transition toward a more social media friendly website but in its current state the layout leaves all of the great potential of their technologies dead in the water.
Solutions: The situation of social media used by the HPL is in questionable shape but by doing a few simple and easy corrections all of their technologies could flourish. Using the negative uses of social media technologies mentioned above this report will give concrete examples of ways that HPL can fix their social media issues.
Virtual Reference: The solution here seems simple. Keep the old technologies of email and telephone reference and simply begin to promote the use of virtual chat reference for all patron age groups rather than just kids and teens as HPL is currently doing.
Teen Facebook Content: HPL are actually doing some great and involved activities for teenagers and it shows through certain areas of their Teen’s web page. The Facebook microblogging should begin to reflect these activities rather than focusing on one program that seems misguided to the wrong age group. In the “creative warehouse” of the teens web page there are activities such as an Anime and Manga art contest, Zombie Prom, and Poetry contest. All of these things should be given more attention by the Facebook page and the site overall. There should be more pictures regarding the Zombie Prom and how the event went. There is also a whole Teen RSS feed that could be added to be updated to the Teen Facebook page much like The Reader Blog RSS feed is attached to the HPL’s main Facebook Page. These are just a few ways that I believe the HPL could begin to make their microblogging on their Teen Facebook page more teen appropriate.
Unknown Technologies: This is the main issue of the HPL. Their entire website requires one main design so it does not feel split up into different segments. The HPL main page should represent all of these subsections. With an overall main design scheme for the site then the HPL can begin to arrange and promote their social media tools through this layout. Within the layout, off the main page, there should be a link to the Twitter and Facebook page, and possibly various blogs run by the HPL or librarians. The next main issue is that social media can reference other social media by using technologies such as RSS feeds, or by simply adding the different social media tools to a list of favorite pages/sites. The linking of the social media tools alone should bring more visitors to these pages and the more pages means the more possibility for social networking.
Conclusion: Halifax Public Libraries are doing a decent job with the social media technologies overall. The problem that exists is in the implementation and advertisement of these new forms of service. This problem rises from a lack of overall structure within their website as a whole which causes a great deal of confusion for the user. If the above recommendations for changes were made to the Halifax Public Libraries website and technologies then their social media technologies would be given a much better chance to reach their full potentials.
For a more visual representation of this report please click here for a video presentation of the above content.