Web 2.0 Technologies and Social Surfing.

Social networking depends on software to enable users to create a profile, share videos, photos, posts about any subject they wish to write about, connect with friends, colleagues, family and other people with similar interests. These social networks allow users to mash up data from different sources and import it into the users time lines. The growth of these social networks is increasing rapidly. To illustrate this in 2010 there were 11 social networks and if they were pictured as a map of the earth Facebook would be the largest country on Earth!

From http://www.pamorama.net/2011/01/30/65-terrific-social-media-infographics/#axzz2Dys2yPL5

Of  course what this infographic doesn't show is the demographics of each social networking space. According to Emarketer, Facebook's demographics have more people in the WWII Generation than in any other age group. While you will find just the opposite with 65% of Generation Y using MySpace.

Most social network users created accounts because they wanted to keep up with friends. However, since there are many different social networks to choose from you can of course expect each to target a audiences differently and offer content plus services accordingly. So depending the age group libraries which to target and grow new customer segments they will have to tailor their social media campaigns according to the social space which have most customers within these demographics.

Now with everyone tweeting, blogging, socializing on line the power for voicing one's opinion or experience of a product of service has taken on new meaning. Not only can your experience be shared with just people you know but a whole city, country or even the world! Providers of services need to understand the power of the social network and have a presence on social networks in order to engage with new, existing and potential customers in order to leverage and improve building customer relationships. In order to engage with customers for a positive outcome service providers need to follow these five steps:

1. Follow your company guidelines/policy about the use of social networking sites. The create an official company site on your chosen social networking sites. Designate a person to officially speak on behalf of the company.

2. Always write in the first person.

3.Focus on the subject of the conversation and be respectful to the customers while keeping their cool on line.

4.  Provide resources in order to help clarify and offer a solution to a problem or thank customers for positive feed back.
5. Checks that no personal information has been shared.

Source:  http://www.commoncraft.com/video/social-media-and-workplace

Yes, social networking is a valuable tool to encourage interactions with internal and external customers. If handled correctly it can actually innovate and grow your business in the digital economy. Social networking is the new king of information sharing since traditional media is now becoming less relevant in the era of push button publishing.

What does this mean for libraries and information centers? We need to be more user centric in an age where our customers are doing more googling for themselves to find answers. One way for us to be responsive to their needs is to engage with them using common communication platforms according to strategic demographics.
 

 References:

1. How the old, the young and everyone in between uses social networks. Retrieved from:  http://www.emarketer.com/Article.aspx?R=1007202
2. Social media in the work place. Retrieved from: http://www.commoncraft.com/video/social-media-and-workplace