+ & - of Twitter

As with all media, Twitter has both positive and negative attributes.  Interestingly, the most instantly recognizable characteristic of Twitter can be viewed in both a positive and negative light.  The 140 character limit per posting can make the task of both writing and reading a posting less daunting of a task.  Placing constraints also sometimes forces one to be more creative in its crafting, as Fromm points out the “power of constraints” and how “poetry shows a similar relationship between constraint and inspiration” (Fromm, K., 2009).  The downside to this is when perhaps one needs more than 140 characters to express something.  The concise nature of tweets and the ease in creating content also encourages the frequency and subsequent quantity of postings created.  This in turn can make the task of reading and staying abreast of the various postings, once again a daunting task.  Although it’s wonderful how easily individuals can tap into and create information with Twitter, on the same token it’s problematic to have to weed through and decide what content to take in, which to disregard, and how much time and the frequency in which one would like to dedicate to this medium.  

I suppose with anything, our perspectives color the way in which experience the world.  Assigning positive and negative attributes to something is subjective.  Just as someone can view a cup as half full, and another as half empty, a positive attribute of Twitter can also be viewed as a negative attribute based on a number of factors.  The one certain thing about Twitter though is how it’s changing the way in which information flows, and as such, those in the information services industries must be familiar with the medium. 

Reference:

Fromm, K. (2009). The real-time web: A primer, part I. Read Write Web. Retrieved from:

http://www.readwriteweb.com/archives/the_real-time_web_a_primer_part_1.php

RSS: To Care When You Share

Why libraries should care about RSS:  

An important aspect of librarianship entails helping users to tap and navigate through reservoirs of information.  With much information in society now flowing through digital means, librarians must find ways to easily deliver and aggregate content to their patrons and themselves.  RSS can provide numerous ways for libraries to simplify the task of, and perhaps even advance the method in which they are able to provide effective service to its users. 

By subscribing to RSS feeds, users can save time by having one access point for all information that is of interest sent to them, rather than visiting numerous sites individually for the latest information.  Libraries that regularly publicize upcoming events and programs on their website can include links for patrons to subscribe to the RSS feed so that they can be regularly updated with the latest information on what is to come.  Libraries are also always adding new materials to their collection, and can offer an RSS feed for patrons to be appraised of their newest additions.  Libraries and Librarians themselves can subscribe to various RSS feeds and be up to date and knowledgeable on the latest in literature, as well as various aspects of the industry.  Libraries that have accounts for blogs and Twitter can even dedicate a portion of their website to receive RSS feeds and feature content from these forums rather than having to repost the same information a number of times. 

RSS essentially allows individuals to save time by allowing them to aggregate information through personalized and selective means.  Libraries finding ways to best serve their patrons may find that utilizing RSS helps them show the care they put into sharing information with them. 

To Blog Perchance to Learn

We have been learning about various information technology and tools for libraries in this class, and blogging allows for a hands-on application of what we have been taking in.  Writing in any arena requires one to process information, and formulate ones thoughts into words.  The tone and mood expressed through language is often chosen to fit the situation.  A concept that has come up repeatedly throughout many of our readings emphasizes the importance of establishing authenticity online. 

We have explored a variety of styles of blogs, but it seems consistent that postings which maintain a sense of authenticity are appealing.  I know that for myself, I have very limited experience with blogging, so blogging for this class allows the opportunity for me to essentially practice finding, and hopefully conveying my authentic voice.  Blogging for this class will also hopefully hone my blogging skills for future endeavors.

I also find that sharing and observing generally allows for greater advances in learning.  By communicating and interacting with one another through our blog postings, we offer each other various perspectives (which otherwise may not have been conjured if alone) and thereby hopefully collectively advance intellectually.  

RE: Blogging

Differences Between Five Blogs

In the Library with the Lead Pipe

The contributors of this blog work in various capacities at academic, school, and public libraries.  Although the topics of each entry vary greatly, the postings are substantially lengthy with the tone tending towards being scholarly, and often including a list of references.

The Librarian’s Commute

This blog by a Reference and Instruction Librarian at a community college is about her thoughts, observations, and experiences on the job.  The tone is quite personable, and the posts are moderate in length.

The Distant Librarian

This blog by a Public Services Librarian in Canada focuses on digital technologies, tools, and tutorials.  The tone of the postings is quite casual, and each post is quite short in length.

Librarian by Day

Although somewhat similar to The Distant Librarian in discussing digital technologies and tools, the postings by this Digital Services Librarian are lengthier and tend to focus more on the library’s role in advocacy of digital literacy.  

David Lee King

This blog by Digital Branch and Services Manager, David Lee King, mainly covers topics related to digital technologies and library websites, and the postings are moderately short in length.

Post Appeal

I suppose the types of posts I find most appealing to read varies depending on my mood, but speaking generally:

Personable

Blog postings that give a sense of the person writing them are appealing.  I suppose this is because I can easily find factual information on something (a book, product, library, events, etc.) in other forums, but I have the opportunity to experience someone’s opinions, thoughts, and feelings unique to that individual/group in a blog.

Sense of Humor

Blog postings that tend to have a sense of humor about things are appealing simply because it helps in keeping a positive outlook.

Short but Sweet

Postings that are informative, but shorter in length are appealing.  My eyes tend to tire when reading things online, and especially when there are no breaks in the text.  I suppose I’m more interested in gaining quick tidbits of information and perspectives in a blog rather than what I might find in reading a textbook or novel.

In terms of library related content within posts, I suppose technology and youth related subjects appeal to me at the moment, as that is where my interests currently reside.

Three Library Blogs I Subscribed To

I chose to subscribe to the following three library blogs:

Dover Public Library

The Dover Public Library blog mainly showcases materials, services, and events at the library.  Some of the postings are also simply library and literary related.  The actual content of the postings don’t seem particularly focused on a particular user demographic as they range from children to adult, as well as from fiction to non-fiction materials.  The blog entries appear to be made by a handful of staff, though only two of them seem to regularly contribute posts.

MADreads

MADreads is a blog by the Madison Public Library, and their page header pretty much sums up what their blog is about, stating “Book news and reviews from Madison Public Library”.  The majority of the entries are reviews of library books and range in interest from youth to adult related, and anywhere from mystery to cooking.  Roughly 48 staff members from various branches appear to have the ability to make postings.

Shelf Talk

Shelf Talk is a blog by The Seattle Public Library that features materials and services provided by the library.  The library has a separate blog for their teens, so this blog focuses on adult related material and at times, young children’s material.  A variety of staff appear to contribute to the page entries.

Characteristics of Successful Blogs

Some characteristics shared by the library blogs I chose to subscribe to that I think make them successful:

Authenticity

I think the most important characteristic for a successful blog is one that is true to itself.  Regardless of what is being written, so long as there is a sense of sincerity throughout the blog, I can at least respect the authenticity.

Succinct

As much as I enjoy reading, I am drawn to blogs with entries that are fairly brief and to the point.  A blog with too much text within each posting feels overwhelming.

Aesthetically pleasing

A successful blog for me also has a clean, organized layout, and is easy on the eyes.  Incorporating images also helps to break up the text and make the page more interesting. 

Speaking of which:

    Image by Gisele Jaquenod.

Timely

The blog is regularly updated with entries.

Informative

There is a sense of intellectual gain after reading the various entries. Having variations in the type or topic of postings made is helpful in providing insight into interesting avenues of thought I may not have considered to pursue on my own.

As I was compiling my list of blog characteristics, I realized how the same values and appeal found in the physical world extends to the online world as well.  Although success can be measured in many ways, I often find it is about building relationships, and fostering a sense of community.

When Opportunity Comes Knocking

For this posting, I decided to tackle the following question:

“What should an organization do when they find negative things being written about them online?”

If an organization should find negative things being written about them online, I think they should take immediate action to try and address the issue.  I tend to agree with the philosophy that regardless of whatever is being written about someone or something, a response (good or bad) is better than none, or indifference.  A company that is not receiving any feedback from the public should, on the other hand, be concerned. 

Initially taking an analytical approach to what is being said may be helpful.  Acknowledging the tone of whatever is being said by empathizing (but not necessarily agreeing) with their (whoever is writing the negative comments) frustrations, then getting at the core of what they are asking for is essential.  People for the most part tend to get upset when their expectations are not being met.  So people can only get upset with an organization if they have some sort of positive investment or expectation from them.  So essentially, a negative reaction can be viewed as a good thing, or even an opportunity to be back on their good side (or even impress).  Having an understanding of where an individual is coming from, and what they seem to hope to achieve by writing whatever they did can hopefully shed light on how to address their problem.  Once a plan on how to address the issue has been established, a sincere response to whoever wrote the negative comments should be made.  The response should thank the individual for taking the time to voice their concerns, express acknowledgement of their frustrations, and detail the steps the organization will be taking to address their concerns.

A few semesters ago, I researched and wrote a paper on how conflict can be a catalyst for positive change, and found a quote by poet William Ellery Channing which reads, “difficulties are meant to rouse, not discourage.  The human spirit is to grow strong by conflict.” (Channing, W., 1895, p. 35).  If an organization is only receiving positive feedback, there would be no ideas being put forth on how they could improve.  Every interaction an organization has is essentially an opportunity to build positive relationships, improve themselves, and perhaps even showcase who they are, and what they stand for.

Reference:

Channing, W. (1895). The works of William E. Channing, D.D : With an introduction. Boston: American Unitarian Association.

The Veggie Grill’s Use of Social Media

The Veggie Grill is a small chain of restaurants based in Southern California that serves vegetarian comfort type foods.  Their menu consists of items such as burgers, salads, wraps, soups, and a variety of side items, all of which are vegan.  Everything that I have tried so far on their menu is quite delicious, and I get a good impression from them online and in-person as well.  I decide to explore their online presence through use of social media further to see what I can uncover.

To investigate The Veggie Grill's use of social media, I’ve utilized the following social media monitoring tools: Social Mention, Yelp, Google Blog Search, TweetScan, and How Sociable?.

People are having generally very positive things to say and are raving about The Veggie Grill online.  A quick look at Social Mention and How Sociable? indicates that people are using tools such as blogs, Facebook, YouTube, Flickr, Twitter, Yelp, and Photobucket to talk about this restaurant. 

A well-known vegan blog quarrygirl.com writes, “the moment we’ve been waiting for is finally here! as of today, the latest veggie grill location is now open in santa monica. this place is EXACTLY what the west side needs.” (QUARRYGIRL, 12-20-10).

Here are some snapshots of tweets from TweetScan:

Here’s what some people are saying about them on Facebook:

Although their various locations are reviewed separately on Yelp, a look at just two of their locations that have between 314 and 499 reviews, received 4.5 out of 5 stars.

The Veggie Grill has a fairly simple website through which people can send the company a note, as well as link to their Facebook and Twitter accounts.  They appear to be quite active in responding via Twitter, and fairly responsive though not as frequently on Facebook as well.  Overall, I think that the organization is effective in terms of their level of responsiveness.  They readily thank those who have positive feedback as well as answer questions, all with a sense of sincerity and playful humor.

This is a snapshot of some their Tweet replies:

Just by browsing The Veggie Grill’s website, I was able to get a sense of what social media tools they are using to communicate with their users.  The two main social media tools they seem to be utilizing are Facebook and Twitter.  They also have a media page which highlights many articles and videos that they have been featured in.  Many of these media outlets appear to be locally based, and a few geared towards the more holistic and vegetarian type of lifestyle.  In reading through some of the articles and viewing the videos, I find The Veggie Grill to be quite effective in building relationships and engaging their customers online.  I’m particularly impressed and drawn to their Facebook page (which also receives feeds from their Twitter account).  The ‘info’ tab on their Facebook page is quite informative, and they are constantly interacting with their users, as evident on their Facebook ‘wall’.  They not only express their excitement for new aspects of their restaurant (new locations, special deals, special items, etc.), but also make random postings that give a sense of who they are.  The postings and interactions between The Veggie Grill and its users seem more like that between old friends rather than those between a company and its customers.

Here are some postings that really seem to exude a warm, friendly, and personal touch:

It was interesting exploring the various social media monitoring tools that are out there.  The greatest lesson I learned this week through our readings, and which was re-emphasized through examining The Veggie Grill’s use of social media, is how powerful and effective honesty and transparency online can be.  Companies who regularly and proactively interact with others online with sincerity create a generally positive impression, and help in building a sense of community among its users.

Reflections on Social Software

Meredith Farkas poses the interesting question of “What is social software?” in her book, Social Software in Libraries.  She acknowledges the difficulty in defining the term and the various interpretations that people may have.  Farkas (2007) decides that for the purposes of her book, 

…social software is defined as a tool that must meet at least two of the three following conditions:
 

1. It allows people to communicate, collaborate, and build community online.

2. It can be syndicated, shared, reused, or remixed, or it facilitates syndication.

3. It lets people learn easily from and capitalize on the behavior or knowledge of others.

Although my initial thoughts of the term “social software” tend towards a more encompassing definition, I find the distinctions being made compelling.  Many companies now have accounts with Facebook, Twitter, Youtube, and more.  Based on the definition by Farkas, it’s curious to wonder if companies are utilizing these tools in such a way that officially meet her criteria.  Although many institutions may now have a presence in these realms, sometimes the activity appears one-sided.  After a quick browse at several library Facebook pages for example, many just seem like an extension of their calendar of events.  There do seem to be a number of patrons who “like” a posting, but very few who actually comment (though I must say that when someone does post a question in the comments, the libraries are quite vigilant and responsive).  It’s interesting to wonder what intentions libraries have in mind when utilizing social software tools, and how effective they feel they are being.  Also, how do the patrons feel about all of this? 

Reference:

Farkas, M. G. (2007). Social software in libraries: Building collaboration, communication, and community online. Medford, NJ: Information Today.