Beyond broadcasting: Customer service, community and information experience in the Twittersphere
Article
Gunton, Lyndelle and Davis, Kate. 2012. "Beyond broadcasting: Customer service, community and information experience in the Twittersphere." Reference Services Review: reference and instructional services for libraries in the digital age. 40 (2), pp. 224-227. https://doi.org/10.1108/00907321211228282
| Article Title | Beyond broadcasting: Customer service, community and information experience in the Twittersphere |
|---|---|
| ERA Journal ID | 30373 |
| Article Category | Article |
| Authors | Gunton, Lyndelle and Davis, Kate |
| Journal Title | Reference Services Review: reference and instructional services for libraries in the digital age |
| Journal Citation | 40 (2), pp. 224-227 |
| Number of Pages | 4 |
| Year | 2012 |
| Place of Publication | United Kingdom |
| ISSN | 0090-7324 |
| Digital Object Identifier (DOI) | https://doi.org/10.1108/00907321211228282 |
| Web Address (URL) | https://www.emerald.com/insight/content/doi/10.1108/00907321211228282/full/html |
| Abstract | Purpose: The purpose of this paper is to contribute to discourse around use of Twitter in libraries, and in particular to highlight the value of using Twitter beyond broadcast of marketing messages. Design/methodology/approach: This paper is an opinion piece designed to initiate conversations about the applications of Twitter for customer service and community building, as well as its role as a ground for information experience. Findings: The authors suggest that libraries should look to other industries for examples of Twitter as a channel for customer service delivery. Further, they suggest that social media can aid in community building, which is a fundamental role for libraries of all types. Finally, they suggest that social media spaces are sites for information experience, and that libraries must seek to understand the nature of those information experiences if they are to harness the full potential of social media. Originality/value: The paper highlights the value of libraries using Twitter beyond the broadcasting of marketing messages. © Emerald Group Publishing Limited. |
| Keywords | Digital libraries; Information research; Information services; Libraries; Library services; Virtual libraries |
| Contains Sensitive Content | Does not contain sensitive content |
| Public Notes | There are no files associated with this item. |
| Byline Affiliations | Queensland University of Technology |
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