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 ID30373
Article CategoryArticle
AuthorsGunton, Lyndelle and Davis, Kate
Journal TitleReference Services Review: reference and instructional services for libraries in the digital age
Journal Citation40 (2), pp. 224-227
Number of Pages4
Year2012
Place of PublicationUnited Kingdom
ISSN0090-7324
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.

KeywordsDigital libraries; Information research; Information services; Libraries; Library services; Virtual libraries
Contains Sensitive ContentDoes not contain sensitive content
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Byline AffiliationsQueensland University of Technology
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