January 25, 2022

WLIC 2013 Paper: The Integration of Social Media and Reference Services

We’re continuing to share a selection of papers that will be presented at the upcoming IFLA World Library and Information Congress (WLIC) taking place next month in Singapore.

Our first three selections are linked at the bottom of this post.

Today’s Selection (#4)


Facing Our Future: Social Media Takeover, Coexistence or Resistance? The Integration of Social Media and Reference Services


Jill Benn
University of Western Australia 

Dawn McLoughlin
University of Western Australia 


IFLA Library


Academic libraries around the globe have adopted a range of digital technologies to deliver enquiry and reference services. The use of social media by university libraries to communicate with staff and students is now as pervasive as traditional online reference services, such as email. Some libraries use these services in conjunction with each other, but for others there appears to be no interrelation.

Is social media the future for reference services or a passing fad? This paper will examine the use of social media by academic libraries in the world’s top 100 universities. This will include the integration of social media with reference services, satisfaction with the use of social media in comparison with other digital reference services, the need for a social
media strategy (or not) and the factors determining whether social media is successful.

The authors will formulate the benefits of streamlining digital enquiry initiatives and services with the aim of providing the “one stop online shop”.

Direct to Full Text Article (10 pages; PDF)

Previous WLIC 2013 Conference Selections


About Gary Price

Gary Price (gprice@mediasourceinc.com) is a librarian, writer, consultant, and frequent conference speaker based in the Washington D.C. metro area. Before launching INFOdocket, Price and Shirl Kennedy were the founders and senior editors at ResourceShelf and DocuTicker for 10 years. From 2006-2009 he was Director of Online Information Services at Ask.com, and is currently a contributing editor at Search Engine Land.