Obviously, different people may have different approaches to these specific social networks, but the important takeaway is to decide on boundaries when using a service. Is your real name attached to it? Then be careful about what you post. If an employer can look you up publicly, a poorly worded comment about how frustrating such-and-such a patron was today could cost you a job. If the account isn't attached to your name, still be careful about what you post! Stalkers are an unfortunate part of online society. It is for this very reason that I do not follow my workplace on Twitter - very few branches in our system means it would be relatively easy for someone to track me down in real life.
The best library accounts will balance being informative with being both entertaining and respectful.
An important note regarding respectfulness: check the platforms moderation policies. If a library account is having problems with “trolls” - or people who post deliberately inflammatory comments - what are your options for removing or hiding that content? Facebook allows page administrators direct control: "visitor posts" may be disabled completely if desired (though this is probably not recommended for libraries) or may require approval from an admin before they are public. Comments on the page's own posts can be hidden or deleted, which is useful if a single person is trying to derail relevant conversations. By comparison, Twitter would only allow you to hide those comments from yourself via blocking; the tweets would still be visible to the public. You can ask Twitter to delete comments that violate their Terms of Service, but that's it. So keep that in mind when deciding if your library should join a specific social network.
But what if you happen to be in charge of your library's social media accounts? Your system has a professional reputation to uphold. While some company's social media managers are taking a snarkier approach to interacting with customers (see Wendy's), I wouldn't recommend it for libraries, especially as a tax-funded institution. If a patron raises concerns, address them seriously - and privately, if possible. The main purpose of the accounts should be information - events at the library, general news from the world of books, and sometimes just everyday reminders.
But that doesn't mean you can't have a little fun with the accounts! For example, Arby’s main Twitter features pop culture art made from their own food packaging materials, such as a Nintendo Switch made of cardboard from sandwich boxes. For a library, this could take the form of playing with book covers, just as French bookstore Librarie Mollat has been doing (albeit on their Instagram account).
An important note regarding respectfulness: check the platforms moderation policies. If a library account is having problems with “trolls” - or people who post deliberately inflammatory comments - what are your options for removing or hiding that content? Facebook allows page administrators direct control: "visitor posts" may be disabled completely if desired (though this is probably not recommended for libraries) or may require approval from an admin before they are public. Comments on the page's own posts can be hidden or deleted, which is useful if a single person is trying to derail relevant conversations. By comparison, Twitter would only allow you to hide those comments from yourself via blocking; the tweets would still be visible to the public. You can ask Twitter to delete comments that violate their Terms of Service, but that's it. So keep that in mind when deciding if your library should join a specific social network.
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