more than mere information assets: the reach of social media in information services delivery
TRANSCRIPT
More than mere information assets
The reach of social media in information services delivery
University of Edinburgh Business School New Directions in Management seriesProfessor Hazel Hall, Director, Centre for Social Informatics, 11 November 2011
Thank you for inviting me
Thank you for inviting me
Thank you for coming!
http://about.me/hazelh
Twitter: @hazelh
Centre for Social Informatics
e-democracy, e-government, e-participation, e-petitioning
information society information and knowledge management library and information science research
Centre for Social Informatics
e-democracy, e-government, e-participation, e-petitioning
information society information and knowledge management library and information science research
Research, evaluate, advise, train on for example: SystemsMarketsCommunitiesImpact
Provide strategic approach to LIS research in the UK
Provide strategic approach to LIS research in the UK
Develop a formal UK-wide network of LIS researchers
Provide strategic approach to LIS research in the UK
Develop a formal UK-wide network of LIS researchers
Explore the extent to which LIS research influences practice in the UK
http://lisresearch.org
This presentation aligns with personal research interests
Information sharing in online environments Communities Tool adoption/adaptation
This presentation aligns with personal research interests
Information sharing in online environments Communities Tool adoption/adaptation
Within specific professional context Information services delivery
Social media deployment in information services delivery (generally) replicates traditional models of provision
Key points
Social media deployment in information services delivery (generally) replicates traditional models of provision
Personal professional use of social media amongst library and information services staff points to possibilities for sophisticated services enhancement
Key points
Social media deployment in information services delivery (generally) replicates traditional models of provision
Personal professional use of social media amongst library and information services staff points to possibilities for sophisticated services enhancement
Tool uncertainty, role traditions and restrictions of external environment limit scope
Key points
Social media deployment in information services delivery (generally) replicates traditional models of provision Treated as information assets to be integrated into
existing service models
Social media deployment in information services delivery (generally) replicates traditional models of provision Treated as information assets to be integrated into
existing service models Information access and discovery (think cataloguing) Reference services Current awareness User education
Information access and discovery
e.g. book-marking
Reference services
e.g. instant messaging, online chat
Current awareness
e.g. microblogging
User education
e.g. video sharing
So, in general… Broadcasters (librarians) create Customers (users) consume There are few opportunities (if any) for user
collaboration, co-production, contributions to decision making
To take advantage of the “social”, recognition that these tools aggregate more than data/information: relationships, experience…
Communication is prioritised over community
News and current awareness
News and current awareness
An extreme example of “twinforming”
Social media deployment in information services delivery (generally) replicates traditional models of provision
Personal professional use of social media amongst library and information services staff points to possibilities for sophisticated services enhancement
Key points
Social media deployment in information services delivery (generally) replicates traditional models of provision
Personal professional use of social media amongst library and information services staff points to possibilities for sophisticated services enhancement
Key points
Loudon, L. & Hall, H. (2010). From triviality to business tool: the case of Twitter in information services delivery. Business Information Review, 27(4), 236-241.
Community, collaboration and co-production
“Meeting” in social media space A “place” for members
Collaborating in social media space Platforms for membership co-production
Community buildingNetworking based on career stage
Community buildingNetworking based on a particular interest
Community buildingNetworking based on career stage
Community buildingNetworking based on a particular interest
Community buildingNetworking based on career stage
Meeting, making connections as peers
Collaboration with view to co-production
Shared meeting space at events for co-located and remote participants
Possibilities for collaboration and co-production derived from discussions
Shared meeting space at events where all participants are remote
Possibilities for collaboration and co-production derived from discussions
Wikis for community co-productionWorkplace and repository
Other sophisticated information behaviours exhibited by librarians using social media
To support staff development and career direction
To promote productivity and efficiency at work To inspire innovation and services development
Blogging supports development and career direction, e.g. peer review –
ideas, work (and profile raising)
Twitter promotes productivity and efficiency
Twitter promotes productivity and efficiency
Twitter is the big surprise here. Despite being a disorganised and unstructured approach to finding information I continue to come across amazingly relevant and useful material.
Experimentation with applications inspire innovation and services development
Social media deployment in information services delivery (generally) replicates traditional models of provision
Personal professional use of social media amongst library and information services staff points to possibilities for sophisticated services enhancement
Tool uncertainty, role traditions and restrictions of external environment limit scope
Key points
So many tools…
http://www.bite.ca/bitedaily/2010/07/social-media-monopoly-board-game/
So many applications…
Tools have multiple functions
Where should you focus your attention?
Availability Usefulness
Wikis Wikis
Blogging Blogging
Social networking Instant messaging
Instant messaging Social networking
Microblogging Microblogging
Usage
Social networking
Instant messaging
Wikis
Blogging
Microblogging
Ready availability of a tool does not guarantee popularity Under-exploitation of most valuable tools? Microblogging barely on the radar in 2008
Role traditions evident in tool preferences amongst information and knowledge professionals in 2008http://www.soc.napier.ac.uk/~hazelh/esis/soc_comp_proj_rep_public.pdf
Role traditionsHere’s something new and interesting. How could we use it?
Users can pin historic data such as images, photographs, videos, audio clips, descriptive and narrative text on to a map. It’s a superb resource for local history, and if your library has a collection of images, why not consider digitizing and adding them?
Role traditionsHere’s something new and interesting. How could we use it?
Users can pin historic data such as images, photographs, videos, audio clips, descriptive and narrative text on to a map. It’s a superb resource for local history, and if your library has a collection of images, why not consider digitizing and adding them?
Phil Bradley in CILIP Update, August 2011, p. 23
Role traditionsHere’s something new and interesting. How could we use it?
Users can pin historic data such as images, photographs, videos, audio clips, descriptive and narrative text on to a map. It’s a superb resource for local history, and if your library has a collection of images, why not GET USERS to digitize and add them?
Role traditionsAdvocacy is the exception, but consider who else is involved
Social = leisureSocial media = danger
http://ulh.nhs.uk/for_staff/information_for_employees/documents/policies_and_general_information/Social%20Networking%20Protocol.pdf
The reach of social media in information services delivery is limited when
Social media are treated as additional information assets and communication is prioritised over community
Tool uncertainty discourages adoption Role “traditions” dominate Employers restrict use
The reach of social media in information services delivery is likely to extend as
Lessons from sophisticated personal professional social media use are applied elsewhere
Service delivery strategies consider users not as passive consumers, but as active collaborating partners
