In this article Casey and Savastinuk examine and advocate the expanded Web 2.0 concept of - Library 2.0. They suggest that the pressures faced by libraries from customer demands and funding bodies could be resolved by adopting a Library 2.0 approach in the delivery of their service. The authors put forward a compelling argument, which is supported by many real life examples of libraries implementing strategies that are “customer-driven”.
Casey and Savastinuk suggest that unlike Web 2.0, Library 2.0 is more than just technology based, although technology can play a significant role in creating a “customer-driven, 2.0 environment”, it is not the only possibility. They state that any service that “successfully reaches users, is frequently evaluated and makes the most out of customer input is a Library 2.0 service.”
Important issues covered by Casey and Savastinuk include:
• Identifying and targeting non-users
Traditional library services have satisfied traditional library users, however in our ubiquitous ICT environment users have different expectations of the delivery of their information and entertainment needs. The authors suggest that libraries can engage a diverse range of new users with the use of technologies such blogs, wikis and “user-crafted social networks” (eg MySpace, Facebook and Wikipedia) and services such as inter-library loans, home delivery of books and electronic texts.
• Customer collaboration
The authors have been able to succinctly capture the essence of the Library 2.0 model by stating that “...it seeks to harness our customers’ knowledge to supplement and improve library services...Ultimately this creates a more informative product for subsequent users.” Once again, technology would be an ideal solution to facilitate this but does not have to be the only one.
• Implementation
Casey and Savastinuk make the practical observation that libraries have varying degrees of capability in implementing a Library 2.0 model but there are viable options for all libraries, the key to success is the willingness of staff to appreciate the need and embrace the change.
• Continuity
Essential to the Library 2.0 model is evaluation and this is also “customer-driven” so that services can be reviewed and updated.
This article seems to be aimed at public libraries as many of the Library 2.0 examples given are from public libraries. These examples also indicate that the choice of technologies, implemented to achieve Library 2.0 goals, is driven by existing popular Web 2.0 technologies. Libraries are aware of what technologies their users prefer and are familiar with, and are harnessing them for their own purposes.
Although the authors stress that technology is not the only vehicle for success in the Library 2.0 model, from their discussion it is obvious it is a major factor and one without which, success is unlikely given the ICT-savvy nature of the modern public library user. Technologies mentioned in the article have mostly retained their popularity for example, blogs and wikis. Specific tools such as flickr, MySpace and Facebook have grown in popularity since publication of this article. Writely is probably better known today as Google docs and the Microsoft equivalent Microsoft Office Live are enjoying continued success.
Any elementary discussion of Library 2.0 should include some analysis of digital libraries and the author’s failure to do so here is perhaps their only serious shortcoming. Investigation of digital applications such as, digitising/uploading documents, reading lists, photographs, e-resources and historical records would have presented a more complete picture of the Library 2.0 model. E-resources (such as, e-books, e-journals) have brought libraries beyond their walls and opening hours – this is a significant milestone and justifies acknowledgement and discussion.
In summary, at its core, the Library 2.0 model is not as new as its name suggests. Library services industriously adopted a user-driven focus first, when economic pressures came to bear upon them in the 1980s and then even more so in the 1990s when the Internet became a readily available tool and the relevance of libraries was being questioned. What is new about Library 2.0 are the technologies used as the vehicles to success, and in this respect the authors have provided plenty of examples illustrating possibilities for libraries, tempered with sensible acknowledgment to the barriers to success.
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