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More than mere information assets: the reach of social media in information services delivery
1. More than mere information assets
The reach of social media in
information services delivery
University of Edinburgh Business School New Directions in Management series
Professor Hazel Hall, Director, Centre for Social Informatics, 11 November 2011
6. Centre for Social Informatics
e-democracy, e-government, e-participation,
e-petitioning
information society
information and knowledge management
library and information science research
7. Research, evaluate, advise,
Research, evaluate, advise,
train on for example:
train on for example:
Systems
Systems
Markets
Markets
Centre for Social Informatics Communities
Communities
Impact
Impact
e-democracy, e-government, e-participation,
e-petitioning
information society
information and knowledge management
library and information science research
10. Provide strategic
Provide strategic Develop a formal
Develop a formal
approach to LIS
approach to LIS UK-wide network
UK-wide network
research in the UK
research in the UK of LIS researchers
of LIS researchers
11. Explore the extent
Explore the extent
Provide strategic
Provide strategic Develop a formal
Develop a formal to which LIS
to which LIS
approach to LIS
approach to LIS UK-wide network
UK-wide network research influences
research influences
research in the UK
research in the UK of LIS researchers
of LIS researchers practice in the UK
practice in the UK
13. This presentation aligns with personal research
interests
Information sharing in online environments
Communities
Tool adoption/adaptation
14. This presentation aligns with personal research
interests
Information sharing in online environments
Communities
Tool adoption/adaptation
Within specific professional context
Information services delivery
15. Key points
Social media deployment in information
services delivery (generally) replicates
traditional models of provision
16. 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
17. 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
18. Social media deployment in information
services delivery (generally) replicates
traditional models of provision
Treated as information assets to be integrated into
existing service models
19. 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
24. 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
26. News and current awareness
News and current awareness
An extreme example
An extreme example
of “twinforming”
of “twinforming”
27. 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
28. 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
Loudon, L. & Hall, H. (2010). From triviality to business
Loudon, L. & Hall, H. (2010). From triviality to business
tool: the case of Twitter in information services
tool: the case of Twitter in information services
delivery. Business Information Review, 27(4), 236-241.
delivery. Business Information Review, 27(4), 236-241.
29. Community, collaboration and co-production
“Meeting” in social media space
A “place” for members
Collaborating in social media space
Platforms for membership co-production
31. Community building
Community building
Networking based on
Networking based on
career stage
career stage
Community building
Community building
Networking based on a
Networking based on a
particular interest
particular interest
32. Community building
Community building
Networking based on
Networking based on
career stage
career stage
Meeting, making
Meeting, making
connections as peers
connections as peers
Collaboration with view
Collaboration with view
to co-production
to co-production
Community building
Community building
Networking based on
Networking based on
a particular interest
a particular interest
33. Shared meeting space at
Shared meeting space at
events for co-located and
events for co-located and
remote participants
remote participants
Possibilities for
Possibilities for
collaboration and co-
collaboration and co-
production derived from
production derived from
discussions
discussions
34. Shared meeting space at
Shared meeting space at
events where all
events where all
participants are remote
participants are remote
Possibilities for
Possibilities for
collaboration and co-
collaboration and co-
production derived from
production derived from
discussions
discussions
35. Wikis for community co-production
Wikis for community co-production
Workplace and repository
Workplace and repository
36. 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
37. Blogging supports development and
Blogging supports development and
career direction, e.g. peer review –
career direction, e.g. peer review –
ideas, work (and profile raising)
ideas, work (and profile raising)
39. Twitter promotes
Twitter promotes
productivity and efficiency
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.
41. 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
42. So many tools…
So many tools…
http://www.bite.ca/bitedaily/2010/07/social-media-monopoly-board-game/
45. Where should you focus
Where should you focus
your attention?
your attention?
46. Role traditions evident in tool preferences amongst information and
Role traditions evident in tool preferences amongst information and
knowledge professionals in 2008
knowledge professionals in 2008
http://www.soc.napier.ac.uk/~hazelh/esis/soc_comp_proj_rep_public.pdf
http://www.soc.napier.ac.uk/~hazelh/esis/soc_comp_proj_rep_public.pdf
Availability Usefulness Usage
Wikis Wikis Social networking
Blogging Blogging Instant messaging
Social networking Instant messaging Wikis
Instant messaging Social networking Blogging
Microblogging Microblogging Microblogging
Ready availability of a tool does not guarantee popularity
Under-exploitation of most valuable tools?
Microblogging barely on the radar in 2008
49. Role traditions
Role traditions
Here’s something new and
Here’s something new and
interesting. How could we use it?
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?
50. Role traditions
Role traditions
Here’s something new and
Here’s something new and
interesting. How could we use it?
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,
Phil Bradley in CILIP Update,
August 2011, p. 23
August 2011, p. 23
51. 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?
56. 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
57. 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