Social and Behavioral Sciences Commons^™

Improving Customer Relations With Social Listening: A Case Study Of An American Academic Library, Margaret C. Stewart, Maria Atilano, Christa L. Arnold

Maria Atilano

Strategic social media plays a crucial role in contemporary customer relationship management (CRM); however, the best practices for social CRM are still being discovered and established. The ever-changing nature of social media challenges the ability to establish benchmarks; nonetheless, this article captures and shares actions, insights, and experiences of using social media for CRM. This case study examines how an academic library at a mid-size American university located in northeast Florida uses social media to engage in social listening and to enhance CRM. In particular, the social listening practices of this library are highlighted in relation to how they influence …

Ict, Social Media, And The Arab Transition To Democracy: From Venting To Acting, Mohammed M. Aman Dr.

Mohammed M. Aman

There is widespread use of information and communications technology (ICT) in the Middle East and North African countries. Blogging and social media have played an important role in the recent calls for reform and change. Using these new communication systems and devices, citizens have been venting their anger and frustration with their autocratic governments and rulers. Most recently, the venting has turned into action, as shown by the eradication of the old regimes in Tunisia, Egypt, Libya, and Yemen, as well as the ongoing struggle in Syria.

The most notable issues include lack of individual freedoms, deteriorating economic conditions, high …

An Instagram Is Worth A Thousand Words: An Industry Panel And Audience Q&A, Wendy Abbott, Jessie Donaghey, Joanna Hare, Peta J. Hopkins

Peta Hopkins

Purpose: The purpose of this paper is to describe the industry panel session hosted by Bond University Library at the Australian Library and Information Association's Information Online 2013 Conference. The panel was held to discuss the use and implications of professional Instagram profiles. The panel included a professional photographer, an internet marketing expert, a social media expert, a librarian and a social media-savvy student. The inclusion of a range of perspectives from outside the library aimed to provide a holistic approach to the institutional use of Instagram and to provide inspiration. The panel took place on Wednesday 13 February 2013 …

Libraries Interact - A Personal View Of Practical 2.0, Peta J. Hopkins

Peta Hopkins

Libraries Interact is a group blog established in 2006 to focus on topics of interest to Australian libraries and their friends. After 18 months the blog is still going strongly with a core membership of librarians spread around Australia who rarely meet in person and over 300 posts on topics covering all library sectors. This paper will look at the practical ways that web 2.0 tools and services are employed by the core group of contributors to Libraries Interact. These include: Google Groups, Peanut Butter wiki, Wordpress, Frappr and others.

Towards The Integration Of Social Media With Traditional Information Systems, Michael J. Rees, Peta J. Hopkins

Peta Hopkins

This paper was inspired by the authors’ personal experience of using social media systems over the last two years. During that time both authors have used a range of public, private and hosted social media systems for their professional activities and well as for personal use. They and other colleagues are convinced that a unified approach to social media systems can benefit the communications processes within our institution and our interaction with our important existing and potential clients, the students and alumni.