Twitter and Libraries
In preparation for our new library website, I have been working on some social media policies. I’ve never really been much of a policy person before, but I recognize that because I am bringing in some standard social media tools, I’m going to have to define some best practices. I got my first blog in 2001 and had many conversations back then and ever since about what is and is not appropriate content; I’ve had many years to think about it and get comfortable with my own boundaries. As I prepare to give each content creator in our library a blog, I realize that a policy might be the best way to share some of that experience. No need for everyone to stub their toes and scrape their knees via a professional medium.
Blogging policies are actually pretty easy to generate these days. There are tons of them around, since many industries encourage corporate/professional blogging, and most have developed policies for them. Maybe it’s also easier to do because we have, I think, determined the distinction between a personal blog (like this one) and a professional one. It’s not a foreign concept.
The hard part comes when trying to come up with a Twitter policy.
I posted both my draft blogging policy and my draft twitter policy on twitter to get some feedback from people who use these services. Here there are for your information. The Blogging policy starts with the legal and then moves into guidelines; the Twitter one doesn’t have as much legal, I think the general TOS of Twitter covers that.
These two are actually contained in one document on my side; I split them up because at first I wasn’t going to post the Twitter policy. I thought it would be…controversial, not helpful to anyone else, not useful outside our very specific context. I expected it to be widely disliked. I think what people are expecting is something more like this; some friendly guidelines that help a librarian engage with her patrons by treating Twitter as a personal, interactive communication medium. My guidelines are very nearly the opposite of that.
Now: as a librarian who uses Twitter a lot, follows a lot of librarians, and gets into a lot of discussions on Twitter about library issues, I understand where people are going with their personal guidelines. I suppose I think I’m the last person in the world who should tell another librarian how to use Twitter personally. As a person. As themselves. For themselves. For their own development. Reading through those guidelines, I can almost hear the chorus coming from all the non-Twitter, non-social media librarians of the world: “When am I supposed to find the time for that?!” I love using Twitter to share and question and communicate, but I’m not sure it’s the best use of an institution’s time. Which is why my policy runs counter to what I do personally.
So I guess my policy isn’t so much for the people who want to use Twitter the way I do. It’s for people who don’t, who have no interest in social media, but who still need to communicate with their patrons in the widest possible way.
Here are the reasons why I want to use Twitter for our library website and for our digital signage:
- It’s easier/less intimidating to post to Twitter than to write a professional, thoughtful blog post
- Because it’s so easy, I’m hoping I can convince the uncertain to make easy updates via Twitter that I can distribute throughout the website in key, relevant places
- Twitter updates are the perfect size to feed onto our brand new digital signage, which is mounted in front of every elevator and pointing at every angle in our Information Commons
- I can get many updates a day from library staff to the digital signage without having a login to the digital signage software
- I can invite many people to update a single Twitter feed without opening the website up to risk by having many people update one node
- I can get student staff input on a Twitter feed without giving them content creator status on the website
- Unlike our website, Twitter can be updated from a phone, which means we are more likely to get rapid updates from our campus partners and IT staff
- My current means of communicating things like “Blackboard is down! It’s not just you! We’re working on it!” is to write it on a white board and roll it out in front of the main doors.
I’m not planning to use Twitter for Twitter’s sake. I am advocating the use of Twitter as a broadcast medium, as unpopular as that might be. I’m not sure Twitter is really at its best when it’s conversational, though I may be in the minority on that. There are so many better conversational media, and we’re using those too. We’ll have mulitple meebo widgets scattered throughout the site; some staff want a personal one. If you want to have a conversation, we will ensure that you can. Twitter actually is a broadcast medium, as far as I can tell.
Maybe this is a redefinition of the term “broadcast”. On Twitter, I broadcast my thoughts, my ideas. When I’m at a conference, I broadcast a lot. My use in that case isn’t dependent on anyone reading my broadcast or responding to it. If someone broadcasts their own response to what I’m saying, I can broadcast a response back. Blogs are a broadcast medium as well, in very much the same way, in spite of all the hype about the conversationality of blogging. Just because it’s a broadcast medium doesn’t mean we’re not paying attention to its context or responding to questions or comments around it. Not using Twitter to @reply to singular users in public doesn’t make it less useful, in my opinion. Or even less personal, less engaging, or less a good use of the medium.
The great thing about Twitter is that I can use it this way and it won’t affect anyone else at all; in fact, I don’t really care how many other Twitter users follow our broadcast Twitter account. I don’t anticipate that our students will; almost none of them (statistically) are on Twitter to start with, or have any interest in using it. I don’t want to exclude them by using Twitter-specific conventions or lingo. My goal is not to draw them into Twitter or increase their use of social media (not with this initiative, at least). Our use of Twitter in this way serves our needs first; we have vital information to distribute to students in our own building and campus, and currently have very limited means of doing so. We’re going to use Twitter to distribute it in a way we’ve never been able to do before. If it happens to serve a Twitter community at the same time, I’m delighted.
In short: I wrote a couple of social media policies for libraries as institutions rather than for librarians as individuals. They may or may not be useful, interesting, or appropriate to your situation. I’m still not sure how I feel about them myself. But I will certainly be tracking how it works this year.
Any feedback or comments on the policies is gratefully accepted, and will probably spawn more navel-gazing and fussing on my part.