Beyond broadcasting: Customer service, community and information experience in the Twittersphere

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.

Citation

Gunton, L. and Davis, K. (2012), "Beyond broadcasting: Customer service, community and information experience in the Twittersphere", Reference Services Review, Vol. 40 No. 2, pp. 224-227. https://doi.org/10.1108/00907321211228282