ARTICLE FOUR

Using Blogs and Wikis to communicate with library clients

By Kate Watson and Chelsea Harper

Watson and Harper offer a concise article which gives a definition and differences between a blog and a wiki plus preparation steps / tips to creating a successful tool.

Blogs are referred to by Watson and Harper as an ‘electronic journal’, generally sorted in date format with contributions restricted but with anyone able to add comments. While wikis are described as an online collaboration medium of HTML pages that can be edited by anyone.

Watson and Harper advocate the use of such technology as they feel it will be a step towards
“ a new model of contemporary library service using converging technologies” – library 2.0.

This is backed up by Weaver (2003) who has said that:

“it is surprising that more libraries don’t use
[blogs] to keep customer informed as the format is perfect for the job”.

However, despite the positive attitude towards blogging that is evident in the literature, and the amount of librarians who keep their own personal blogs, Clyde (2005) notes that Libraries themselves appear to have been slow in creating weblogs as a tool for communication, publicity, promotion and information management.

Ficther (2006) notes from her research that librarians and information professionals have started to test the wiki waters and put wikis to use. The information architecture community established IAWiki (www.iawiki.net) as a place to create a collaborative knowledge base about information architecture.

The preparation steps.

The steps / tips that Watson and Harper have outlined provide anyone who is interested in implementing this technology a good guideline to follow.

Managing your communication tool

This step covers setting out a clear mission statement and plan for how the tool, either blog or wiki will be setup. It is recommended that a management team is constructed so that responsibility is shared. Watson and Harper also recommend that a set of policies and guideline be established for everyone.

Control Technolust

If you don’t need it, don’t use it is the simple premise behind this tip. If it doesn’t follow your action plan it is generally best not to include it. It is also best that any new functions be fully tested before it is implemented for public access.

Have an agreed upon, honest voice

Be genuine and truthful with what is posted.

Update Often

This tip is a warning not to neglect the blog or wiki. It may be best to arrange a rostering system within the management team of when the blog or wiki should be updated.

Enable comments, where appropriate, and respond

Provide users / readers with an avenue to send feedback. It is noted that feedback should be responded to where necessary or remove any inappropriate comments. This is where the codes of conduct / policies or procedures that were prepared would come in handy.

Use RSS feeds or other promotional avenues

The communication tools need to be promoted so that users know that they are available. Watson and Harper suggest the use of RSS feeds to keep users up to date with updates to the website.

Conclusion

As Watson and Harper point out, using blogs and wikis are a way of reaching out and communicating with customers, who are now used to online and interactive environment.

References

Clyde, L.A (2005), ‘School libraries and blogs’,
Synergy, Vol 3(1), pp. 39-49

Fichter, Darlene (2006), ‘UsingWikis to Support Online Collaboration in Libraries’
Informationoutlook, Vol. 10(1), pp. 30-31

Weaver, Belinda, (2003) ‘Weavers Web’,
InCite , September 2003, p.14