Monday, July 15, 2013

Awareness of Using Library Web 2.0 Services Among Malaysian Youth

 Awareness of Using Library Web 2.0 Services Among Malaysian Youth


Mohd Ismail Abidin
Universiti Teknologi MARA, Malaysia

Kiran, K.
Universiti Malaya, Malaysia

Mohd Ab Malek bin Md Shah
Universiti Teknologi MARA, Malaysia


Abstract

This paper is aimed at exploring the overall landscape of the use of library Web 2.0 services by Malaysian youths in public libraries. The main focus of this study is to explore the level of Web 2.0 awareness and usage of library web 2.0 services among Malaysian youths. This study incorporates web analysis and user survey. A total of 533 respondents from Malaysia have participated in this study, specifically users of the 14 Malaysian public libraries. The results indicate that most of the respondent are using Web 2.0 services in their daily life, however, they do not use this services provided by the public libraries, although all 14 public libraries have adopted at least two or more Web 2.0 services; especially  social networking sites. In fact, the adoption of Web 2.0 services is at an initial stage of its development and thus,  most of the Malaysian libraries are in the process of enhancing its progress for the betterment of the services. Conversely, the study also found that there are no definite policies on the adoption of these services; as well as there is a lack of monitoring of the activities both on the part of the librarians and users. Some suggestions have been made throughout in this paper for the purpose of increasing the awareness and effectiveness in the delivery of Web 2.0 services. In addition, the public library should be more creative and proactive in developing this services in order to improve the quality of their services in line with the needs of today's users. It is hoped that this study will holistically increase the awareness and use of  Web 2.0 services among Malaysian youths.

Keywords: Public Libraries, Web 2.0, Library 2.0, Social Media, Youths

Introduction
The application of various Web 2.0 services; inter alia Facebook and YouTube have become a phenomenon among ICT users, especially among Malaysian youths. Indeed, Web 2.0 technologies are widely applied by each segments of society universally for various purposes; inter alia, broadening their relationships, expanding their networking, catalyzing their means of communication and others. In fact, recent statistics show that the number of Facebook users has soared to 983, 833.120, while users in Malaysia total 13,623,680 (Socialbakers.com, 2013).  In the era of Web 2.0, public libraries should also adopt these technologies in the delivery of existing and/or new services. According to O’Reilly, Web 2.0 offers a new interactive service, which is context-rich, and easy to use (O’Reilly, 2007). In the library environment, this service is called Library 2.0 and was introduced by Michael Casey in 2005. This technology also offers an open environment for structured and unstructured communication (Danyaro, Jaafar, De Lara &, Downe, 2010). Through the interactive capability, easy to use, and multimedia web based to web-based library services and collection (Mannes, 2006), libraries; especially public libraries can easily conduct promotion, provide information and reference services and most importantly; they can apply these services to be move closer to their users in terms of getting feedback; as well as an outreach initiatives. However, in the context of developing countries like Malaysia, issues arise such as to what extent this technology is readily  accepted by the local communities (especially among youths) and how these technologies (Web 2.0/Library 2.0/social media services) could be used to support library information and services, especially in public libraries. The latest data shows (as at February 2013) that the Facebook users in Malaysia are amounting to 13,080,000. From that total number, 16% of them are youths and it makes Malaysia as the 18th highest user of Facebook in the world as a whole (See Figure 1).

Figure 1: User age distribution on Facebook in Malaysian Sources: Socialbakers.com. (2013)
Although the data and statistic show that Malaysia is among the developing countries which actively apply social networking as a medium of communication and information sharing, nevertheless, the main concern to be studied is pertaining to the services offered by public libraries. In fact, public libraries should be exposed to this development and strive to provide various kinds of Web 2.0 services to get closer to their users; as well as improving the quality of online information delivery. At present, there have been very few studies on the use of Web 2.0 services in Malaysian libraries and the expectation of the users   in terms of delivering services through social media. Therefore, a study on the use of Web 2.0 among youths which is aimed at exploring the awareness of this technology is necessary.
This study incorporates 3 main objectives, firstly to identify to what extent Web 2.0 services have been adopted by Malaysian public libraries, to what extent these services have been utilized and also to see gauge the awareness among users (especially youths) about this services.
To achieve the objectives above, this study answers the following research questions:
·         What types of Web 2.0 services have been adopted by Malaysian public libraries?
·         What are the purposes are these libraries using Web 2.0 technologies?
·         What is the level of awareness among library users of Web 2.0 services in public libraries and to what extent they use it?
·         How do library users perceive the use of Web 2.0 services in public libraries?
LITERATURE REVIEW
The use of Web 2.0 among the world society has become a phenomena; especially generation Y and Z. In fact, most youths nowadays access to this applications (Socialbakers.com, 2013). According to Oberhelman (2007), “Web 2.0 refers generally to web tools that, rather than serve as a forum for authorities to impart information to a passive, receptive audience, actually invite site visitors to comment, collaborate, and edit information, creating a more distributed form of authority in which the boundaries between site creator and visitor are blurred”. Meanwhile in the library setting, Web 2.0 is mainly known or considered as Library 2.0 and was first defined by Michael Casey in 2005. Library 2.0 is different from the previous Library 1.0, as it consists of four element features; being user-centred, involves multimedia, is socially rich, and communally innovative (Mannes, 2006).  Similarly Xu, Ouyang and Chu (2009) stated that Library 2.0 should be open to all, interactive, convergent to accommodate various Web 2.0 tools, collaborative with others and also participatory in Web 2.0 movements. Along with the development of Web 2.0 services or Library 2.0 services, libraries have also keep pace of this services to initiate major changes in the delivery of online information.
According to Curran, Murray and Christian (2007), libraries which use Web 2.0 services contribute to provide better services to their clients and have vast opportunities to gain more customers. In fact, through this service, users would be able to view online, borrow locally, request from afar and buy or sell as appropriate to their situation.  In addition, user can also interact with the librarians more easily as stated by Shin (2010).  According to Dwyer (2007), SNS are used regularly by millions of people and it seems that social networking will be an enduring part of everyday life.  In Malaysia, the use of Web 2.0 or social media is very high and increasing substantially each year.  In 2011, there were a total of 19.96 million transactions performed on the access sites of social networking website. The highest use of social networking sites are: profile.ak.fbcdn.net, www.facebook.com and static.ak.fbcdn.net. Meanwhile, the latest data shows (as at February 2013) that the Facebook users in Malaysia are amounting to the total number of 13,080,000 users which is the 18th highest in the world (Socialbakers, 2013). Although the use of social media or Web 2.0 is rising rapidly each year in Malaysia, very scarce research on the use of Web 2.0 services in Malaysia is found. The latest research on Web 2.0 usage “Reaching out to the web user – practices by Malaysian public libraries” done by Mohd Ismail, A. and Kiran found that,  the main purpose of Web 2.0 application development especially Facebook is for promotional purposes and to form two-way communication between user and libraries. Meanwhile, based on the studies done by Mohd Hafiz, Watson and Edwards (2009) regarding to the investigation on the use of Web 2.0 technology by Malaysian students, they found that students are not familiar with some of the Web 2.0 services such as podcast, social tagging and second life.
Methodology
A combination of Web analysis and user survey has been used in this study. Web analysis is applied as a sample for 14 Malaysian public libraries. This is followed by a survey of library users. A total of 533 respondents (youths) from Malaysia participated in the survey. The web analysis was based on criteria set by previous studies by Han and Liu (2009) and Linh (2008) with some modification based on Malaysian setting.  Meanwhile, for the user survey, a questionnaire consisting 67 questions was developed to obtain data on the use of web 2.0 services among youths. The questionnaire is divided into 5 parts which are, Part 1: Demographic Profile (Participant detail), Part 2: Awareness and use of Web 2.0, Part 3: User perception of Web 2.0 application, Part 4: User perceiveness of Web 2.0 application, Part 5: User comment.  All web 2.0 tools visible on the library website were included in the survey.
RESULT AND DISCUSSION
The existence of the Web 2.0 services in Malaysian public libraries  identified through the Library website or the official portal of the public library. Only the main public library in each state was selected. Web 2.0 icons on the library homepage were also tested as to whether it had active links to Web 2.0 library services. (See Table 1)

Table 1: List of Malaysian State Public Libraries
State
Library Name
URL Adress
Kuala Lumpur (National Library) (PNM)
Perpustakaan Negara Malaysia
National Library of Malaysia

Johor (PPAJ)
Perbadanan Perpustakaan Awam Johor
Kedah (PPAK)
Perbadanan Perpustakaan Awam Kedah
Kelantan (PPAKB)
Perbadanan Perpustakaan Awam Kelantan
Melaka (PPAM)
Perbadanan Perpustakaan Awam Melaka
Negeri Sembilan (PPANS)
Perbadanan Perpustakaan Awam Negeri Sembilan
Pahang (PPAPH)
Perbadanan Perpustakaan Awam Pahang
Perak (PPANPK)
Perbadanan Perpustakaan Awam Negeri Perak
Perlis (PPANP)
Perbadanan Perpustakaan Awam Negeri Perlis
Pulau Pinang (PPAPP)
Perbadanan Perpustakaan Awam Pulau Pinang
Sabah (PNSB)
Perpustakaan Negeri Sabah
Sarawak (PNSK)
Pustaka Negeri Sarawak
Selangor (PPAS)
Perbadanan Perpustakaan Awam Selangor
Terengganu (PPATG)
Perbadanan Perpustakaan Awam Terengganu



Web 2.0 services adopted by Malaysian public libraries
Public libraries in Malaysia began its developments and implement this services in 2008 but started experimenting with Web 2.0 services in 2009. Based on the observation of these public libraries, it is evidenced that they are using the Web 2.0 services, having at least one Web 2.0 service. Referring to Table 2, it shows that the National Library of Malaysia (PNM) has actively adopted most of the Web 2.0 services, 6 out of the 7 Web 2.0 services in this research, excluding Instant Messaging. It is followed by Public library of Penang and Public library of Negeri Sembilan. The lowest web 2.0 adoptions are Public Library of Kedah and Public Library of Pahang which only adopt Facebook. Table 2 also show that most of the Malaysian public libraries are using these services to provide information on library activities, announcements and any matters related to the library (33%). In addition, the main purpose of these services is also to share a collection of photos between libraries and users (19%). Twelve libraries have adopted this service through a social network site (Facebook) and 7 libraries adopt it using a photo sharing (Flickr). Furthermore, 18% of libraries use Web 2.0 tools to share general information related to public library or other matters which are informative for the users. 
Table 2: The adoption and purpose of Web 2.0 use among Malaysian Public Library
Public Library
Web 2.0 Services
Purpose use
PNM
Wikis, RSS, WebBlog, Youtube, Facebook, Flicker
Provide  General News, Library News & Event, New books/ journal, Library announcement and Sharing Photo
PPAPP
Blog, Instant Messaging, Youtube, Facebook, Flicker
General News, Library News & Event, Advice and Reference services, Library announcement, Sharing Photo and Resources Guidance
PPANS
Wikis, RSS, Youtube, Facebook,
General News, Library News & Event, Advice and Reference services,Sharing Photo
PPAS
RSS, Blog, Youtube, Facebook
General News, Library News & Event, and Sharing Photo
PPAKB
Wikis, RSS, Facebook
General News, Library News & Event, Advice and Reference services,Sharing Photo
PPANPK
RSS, Youtube, Facebook
General News, Library News & Event, and Sharing Photo
PNSK
RSS, Youtube, Facebook
General News, Library News & Event, Book review & Discussion and Sharing Photo
PPAJ
RSS, Facebook
Provide  General News, Library News & Event, and Sharing Photo
PPAM
Youtube, Facebook
Library News & Event, and Sharing Photo
PPANP
Blog, Facebook
General News, Library News & Event, Library announcement and Sharing Photo
PNSB
RSS, Flicker
Library News & Event and Sharing Photo
PPATG
RSS, Facebook
General News, Library News & Event, Library orientation
PPAK
Facebook
Provide  General News, Library News & Event, and Sharing Photo
PPAPH
Facebook
Library News & Event, Advice and Reference services,Sharing Photo


Demographic profiles of respondent

A total number of 533 respondents who use these services were given the questionnaire. Table 3 depicts the demographic details and pattern of use of the study respondents.The table shows; in terms of gender, there are 215 respondents (40%) have participated in this study whereas for female, the total number is 318 or 60 %. The findings indicate that the age range of the respondents in this study is from 12 to 15 (246 or 54 %) whereas the total respondents from 16 to 18 are 211 (46%).

Table 3 : Respondents Profile
Gender
Age
Use Of Internet
Place Of Surfing Internet

Frequency

Frequency

Frequency

Frequency
Male
215 (40%)
12-15Years
246 (54%)
Yes, Always
172 (38%)
Home
337 (37%)
Female
318 (60%)
16-18 years
211 (46%)
Yes, Sometimes
273 (59%)
CyberCafe
241 (26%)




No, Never
15 (5%)
School
148 (16%)






Library
88 (10%)






Restaurant
100 (11%)
 It is clear that most of the respondents sometimes spend their time for that purpose; that is 273 or 59 %. Besides that, there are 172 or 38 % of the respondents claimed that they often use the internet. Meanwhile, only 15 or 5% of the respondents said that they never use the internet. For the place of use, it can be observed that majority of the respondents spend their time in using internet at home (337 or 37%); followed by at cybercaf√© with 241 (26%). On the other hand, there are 148 respondents who use internet at school (16%), 110 respondents at restaurants (11%); as well as 88 respondents spend their time using the internet at a library.

Awareness and use of Web 2.0 services among youths

i) Awareness of Web 2.0 services provided by Malaysian public libraries
Table 4 shows the frequency of respondents’ awareness about the existence of Web 2.0 services provided by Malaysian public libraries. The result indicates that 52% respondents are not aware of this services whereas 48% are vice versa.

Table 4. : Awareness of existence Web 2.0 provided by Malaysian public libraries

PPAKB
PPAKT
PPASB
PPANPK
PPAM
PPASK
PNM
PPAJ
Total
Yes
57
54
25
31
24
10
10
20
231 (48%)
No
43
55
37
68
47
4
11
30
295 (52%)

ii) The awareness of the sources which offer Web 2.0 tool services
The awareness of the sources which offer Web 2.0 tool services by Malaysian public libraries is shown in Table 5. The result shows that many respondents know about the existence of these services through their friends (26%). On the other hand, 18 % indicates that they know about Web 2.0 services is from library website or library portal. It is followed by library banner /poster and also from their teacher (12%).The result also shows that the respondents know the existence of these services through libraries bulletin and libraries events/activities (11%). Meanwhile, the lowest (10 %) respondents indicate that they know about these services through library orientation day/session.

Table 5: Frequency of awareness of the sources which offer Web 2.0 services.

Kelantan
Terengganu
Sabah
Perak
Melaka
Sarawak
Kuala Lumpur
Johor
Total
Library Website
61
19
24
22
8
8
6
3
148 (18%)
Banner/Poster
35
12
12
22
10
3
2
11
96 (12%)
Friends
40
43
23
54
48
0
7
16
215 (26%)
Library Orientation
69
5
3
5
1
0
1
2
84 (10%)
Library Bulletin
36
14
6
19
9
2
6
5
92 (11%)
Library events/activities
8
27
22
22
6
5
5
11
95 (11%)
Teacher
2
36
5
29
21
1
7
14
101 (12%)
iii) The use of Web 2.0 application

Table 6 shows the frequency of the use of Web 2.0 application among youths is divided into 7 categories. The result shows that the highest application used by youth is social networking sites like Facebook, MySpace, Twitter and others which indicates 79%. It is followed by vodcast/podcast like YouTube, Metacafe, blib.TV and so on (51%). The third highest of Web 2.0 application used among youth is Instant Messaging (IM) (50%). It is also indicated that even IM is the third highest application used by youth; it also showed that 50 % of the youth who have not or never used this application. Apart from that, the fourth highest is blog whereby 38 % or 172 youth use the application. On the other hand, Wikipedia is used by 159 or 37 % of youth respondents. As for the community photo like a Flickr, Picasa, Smug Mug, Zaar and others, only 122 or 31% of respondents use these applications. Meanwhile, the lowest application used by the respondent in this research is RSS which is 23%.

Table 6 : Frequency of Use of Web 2.0

Instant Messaging
RSS
Blog
Wikis
Community Photo
Vodcast/ Podcast
Social Networking Site (SNS)
Yes
224 (50%)
100 (23%)
172 (38%)
159 (37%)
122 (31%)
331 (51%)
409 (79%)
No
225 (50%)
341 (77%)
268 (62%)
266 (63%)
319 (69%)
113 (49%)
112 (21%)


iv) The use of libraries’ Web 2.0 services

Table 7 shows the frequency of the use of Web 2.0 services provided by Malaysian public libraries among youths. The result shows that the highest library Web 2.0 services used by respondents are also Social Networking Sites (SNS) or libraries Facebook. In this situation, only 65 or 12% of respondents use or ever use Malaysian public libraries Facebook. This is followed by library RSS services (7%). Meanwhile, for the vodcast/podcast such as YouTube, the total number of respondents use or ever use this services is 331 respondents but only 28 or 5% respondents use or ever use these libraries YouTube channel. Apart from that, the result shows that RSS, Blog, Wikipedia and Community photo services provided by Malaysian public libraries have never been used or never been visited by the respondents.

Table 7 : Frequency of Use of libraries Web 2.0 services

Instant Messaging
RSS
Blog
Wikis
Community Photo
Vodcast/ Podcast
Social Networking Site (SNS)
Yes
0 (0%)
36 (7%)
0 (0%)
5 (1%)
4 (1%)
28 (5%)
65 (12%)
No
533 (100%)
497 (93%)
533 (100%
528 (99%)
529 (99%)
505 (95%)
468 (82%)



v) Purpose of the use of libraries’ Facebook 
Figure 2 below indicates the frequency of the purpose of youths using a particular public library’s Facebook.
Figure 2: Purpose of the use of libraries Facebook
Each respondent was asked to evaluate the frequency of all 6 activities listed in the questionnaire. It is indicated that the respondents use public library’s Facebook “Very Frequently” to share photo/s (25 respondents) and to access the library’s services and resources (20 respondents). Next, there are 20 respondents who use the public library’s Facebook has given the comments of “Frequently”. Furthermore, there are 19 respondents who answered for “Neutral” for the purpose of searching for book review and book discussions.


vi) Respondents’ perception on libraries’ Facebook

Table 8 shows that there are different perceptions towards the role of Facebook among youths. Based on the findings, the first two largest numbers of respondents decided that they are “Strongly Agree” that Facebook help them to keep in touch with their family, teachers and friends (213 respondents) and they prefer to use Facebook compared to other modes like emails or phone calls as a medium of communication among their family, teachers, friends and library (134 respondents). It is followed by “Neutral” perception regarding Facebook as a fast medium for students to search for information (121 respondents), Library help students in seeking information through library’s Facebook (116 respondents) and overall, the teenager gain a lot of academic benefits through Facebook (112 respondents).  Next, 111 respondents has chosen “Strongly Agree” regarding to Facebook as a good medium for students to have a discussion with their family, teachers, friends and library. Similarly, students also use Facebook as a medium to share knowledge and the library posts current news about state government program, activities and events through Facebook received “Neutral” perception by the respondents where both criteria has been agreed by 106 respondents. Lastly, youths gain a lot of social benefits through Facebook and using Facebook keep in touch with the library (105 respondents) who vote for “Strongly Agree” and 101 respondents who vote for “Neutral” respectively






Table 8 : Respondent perception on libraries Facebook                                                   

1 (Strongly Disagree)
2 (Disagree)
3 (Neutral)
4                 ( Agree)
5 (Strongly Agree)
Using Facebook keep me in touch with my family, teacher and  friends
52 (13%)
22 (6%)
43 (11%)
56 (15%)
213 (55%)
Using Facebook keep me in touch with library
89 (23%)
76 (20%)
101 (26%)
48 (13%)
68 (18%
I would prefer to use Facebook compared to other modes (emails, phone calls) as a communication medium among my family, teacher,  friends and library
39 (10%)
52 (13%)
96 (24%)
75 (19%)
134 (34%)
Facebook are good medium for student to do discussion among their family, teachers, friends and library
38 (10%)
54 (13%)
98 (24%)
102 (25%)
111 (28%)
Facebook is fast medium for student to do information seeking
50 (13%)
45 (12%)
121 (31%)
76 (19%)
99 (25%)
Library helps student in seeking information through library Facebook
53 (14%)
71 (19%)
116 (30%)
77 (20%)
67 (17%)
Facebook is a good medium for student to share knowledge
28 (7%)
60 (16%)
106 (27%)
93 (24%)
100 (27%)
Library post current news about state government program, activities and events
43 (11%)
66 (17%)
106 (27%)
88 (23%)
85 (22%)
In summary, I am benefitting a lot in socialize through Facebook
34 (27%)
52 (13%)
97 (25%)
104 (26%)
105 (27%)
In summary, I am benefitting a lot academically through Facebook
46 (12%)
60 (16%)
112 (29%)
79 (20%
89 (23%)


vii) Reasons of Non-Usage Services among Youths
Respondents were asked to give evaluation on 5 different reasons given in the questionnaire regarding to why they do not use the services provided in a particular library. Based on the result, it is indicated that the major reason is that they are not aware of the services available in the library. On the other hand, the respondents agreed that the second major reason for not using Blog (96 or 31% respondents), RSS (90 or 29% respondents), Flickr (84 or 26% respondents), Instant Messaging (83 or 26% respondents) and Wikis (77 or 25 % respondents) is because there is no need for them to use the services. Moreover, for YouTube (66 or 23% respondents) and Facebook (68 or 24% respondents); this is due to the fact that the restriction of the use of the services in the library. (See Figure 3)
Figure 3: Reasons of Non-Usage Services among Youths

Next, for the third major reason for youths for not using YouTube (57 or 20% respondents), Facebook (55 or 19% respondents), Wikis (41 or 13% respondents), Flickr (39 or 9% respondents) and RSS (31 or 9% respondents) is because of there are not enough computer facilities in the library that can enable the youths to use the services, while the other third major reason for RSS (31 or 10% respondents) is because of the restriction of the use of the services in the library which is similar to Instant Messaging (41 or 13% respondents). Apart from that, for Blog (37 or 12% respondents), youths have to take some times to be familiar with the technology. Moreover, the fourth major reason for youths for not using Facebook (39 or 13% respondents), Instant Messaging (30 or 9% respondents), Flickr (30 or 9% respondents), Wikis (27 or 9% respondents), and RSS (27 or 9% respondents) is because they are not familiar with the technology. Besides that, for both YouTube (37 or 13% respondents) and Blog (32 or 10% respondents), there is no need to use YouTube; as well as there is a restriction to use blogs in the library. Lastly, youths do not use YouTube (33 or 11% respondents), Blog (30 or 12% respondents) and Instant Messaging (29 or 9% respondents) is because they have taken some time to get familiar with the technology. Meanwhile, for Flickr (27 or 8% respondents) and Wikis (26 respondents or 8%), the reason is because of the restriction of the use of the services in the library. Besides that, for Facebook (28 or 10% respondents), the reason is that there is no need for the youths to use it.


FINDINGS SUMMARY
Although currently Web 2.0 services  are widely accepted and used by society today for the purpose of communication or exchange of information and knowledge, it is undeniably true that the public library usage is among the lowest in Malaysia. As a result of the investigation of the 14 public library web sites in Malaysia, it is revealed that the average library has only one or two Web 2.0 services and they are still in their basic development stage and not consistently being updated. The most popular services used are Facebook, RSS and Youtube. On the other hand, based on the user survey, the findings show that most of the respondents have used Web 2.0 tools such as Facebook, Youtube, blog, and other tools.


RECOMMENDATIONS
Based on the data analysis and its interpretation, the researcher would like to propose several recommendations for the Malaysian public libraries in order to improve their Web 2.0 services, inter alia;
i) Development of Web 2.0 Guidelines and Policy
Most of the public libaries in this study do not have a standard or a basic guideline and policy of the development of the Web 2.0 services. In relation to this, in oder to develop a new service or applying a new online services such as Facebook, Youtube, Flicker, and others, libraries should have or at least make a reference to the existing guidelines and policies of the Web 2.0 adoption used by other organizations or government agencies. It is important because the libraries need to know what are the advantages and disadvantages of providing Web 2.0 services guidelines and policy. Then, they must decide on the specific activities or specific services which have been planned to be introduced. The issues of security and confidentiality of the data and information also need to be taken into a great consideration by the libraries. In fact, libraries need to know the service providers’ (Facebook, Youtube, Flicker, Twitter and other tools) policy about disclosing library information and data. It is highly recommended that public llibraries should develop a standard or at least basic guidlines and policy before implementing Web 2.0 services as their external services to the users. Existing Web 2.0 guidelines and policy; namely (1) Information Services Guidelines for Using External Web 2.0 Services,  (See Appendix) available at  https://www.wiki.ed.ac.uk/display/Web2wiki/Web+2.0+Guidelines, (2) Garis Panduan Tatacara Pemilihan Kandungan Media Sosial, MAMPU, (See Appendix)  available at http://www.mampu.gov.my/web/guest/garis-panduan, (3) Internet Use and Web 2.0 guidelines available at www.plc.nsw.edu.au/.../Internet_Use_Web_2.0_Guidelines_Policy , could be used as basis for this decision making.
ii) Web 2.0 Training and Profesional Development for Staff
Librarians nowdays are the users of  Web 2.0 services such as Facebook, Youtube, Yahoo Messengers, Blog and others. However, there are only a few of them who know on how to use each and evey Web 2.0 functions such as RSS, Blog, Facebook for the benefits of the users accordingly. In this study, it was found that most of the librarians who get involved in the development of Web 2.0 developed this services on their own initiative without attending any formal training. From the observation of the library Web 2.0 services, it was found that they did not consistently update the content and interface of their Web 2.0 services.  Therefore, support and training are necessary for the purpose of implementating Web 2.0 services. Thus, in order to equip and improve a better understanding of the  use of Web 2.0 tools, they should pursue to professional trainings, courses, or workshops with regards to the use of Web 2.0 to increase their understanding; as well as in technical and technology skills. It is believed that from attending Web 2.0 professional trainings or courses, it can significantly improve development of the staff, skills and motivation which would eventually  lead to the direct benefits for library services. The examples of training or workshsop related to Web 2.0 are Future Web Workshop conducted by Universiti Malaysia Sarawak (UNIMAS) and Web 2.0 for Libraries, organized by the University of Malaya Library.

iii) Regular Promotions for Enhancing Users’ Awareness
People need information quickly and effectively. Therefore, the use of Web 2.0 services could facilitate library users to get various information required more rapidly, more reliable and has an up-to-date approach. Consequently, librarians should keep monitoring, updating and providing information required by the users as efficiently as possible. Any delay in distributing information through Web 2.0 services may result that the users are no longer interested to use it in the future. For example, by using Facebook or microblogging apps like Twitter, librarians can directly disseminate information related to library materials, new services or service development. In addition, libraries need to take the advantages of Web 2.0 services  as a mechanism to build relationship and communicate with the users which would eventually improve their awareness of the existence of Web 2.0 services provided by library. Through this services, it is very easy, quick and cost-effective for the libary to inform thier current service and activities as a marketing and promotional strategy. It is recommended for the library to offer regular promotions about Web 2.0 sevices not only in the library portal itself but also trough library orientation day, knowledge sharing sessions, library events and activities and so on. This would ensure that the users could increase their knowledge and become interested to use this services in future.

iv) Upgrading the Technology Infrastructure
Public library users are not like the academic library users. Public library users consist of all walks of life and indeed, not everyone has a computer, especially the youths. Based on the observation from visiting the public libraries, most of the public libraries do not provide sufficient computer facilities to the users. Moreover, the ICT infrastructure also is not capable enough to support the needs for providing Web 2.0 services. Yet, some of the public libraries do not allow access to the Web 2.0 tools such as Facebook and Youtube. The reason is; if the user spends so much time in accessing this services, library network would turn to become slower. However, if the library blocks such services, the user might be not aware the existence of library Web 2.0 tools.  Hence, it is highly recommended for the libraries to upgrade their ICT infrastucture accordingly. It is hoped that through this upgrading, the common problem such as slow access speed could be resolved which may lead towards the betterment of users’ benefits in experiencing the usage of Web 2.0 services.

CONCLUSION
In conclusion, libraries should be more proactive and creative in offering a better service in future; especially for the new service such as Web 2.0 services. The reason is; the use of Web 2.0 services is one of the most popular trends nowadays; particularly among youths. With the complete web 2.0 guidelines and policy, regular promotion and adequate infrastructure as well, surely libraries can strengthen Web 2.0 services to its user.

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Name (paper presenter):
MOHD ISMAIL BIN ABIDIN
Brief Biodata:
Currently, Mohd Ismail Abidin is a reference librarian at Information Resource Center, Universiti Teknologi MARA, Malacca City Campus. Having graduated from the Universiti Teknologi MARA, Puncak Perdana with a B.Sc. in Library and Information Management and now is being pursued Master of Library and Information Science at University of Malaya.
Correspondence Author’s

Kiran Kaur (Ph.D., University of Malaya), Senior Lecturer is currently the Head of Department of Library & Information Science in the Faculty of Computer Science & Information Technology, University of Malaya. Her research interests include information services, service quality, quality management, CRM, academic libraries, social networking, and Library 2.0. Her research publications appear in Malaysian Journal of Library & Information Science, Electronic Library, Libri, Library Review, Library Management, Collection Building, Journal of Problem-based Learning, Kekal Abadi and Lecture Notes in Computer Science (LNCS). Dr. Kiran is also the Executive Editor of the Malaysian Journal of Library & Information Science (SSCI,Scopus, LISA, Library Literature).

Mohd Ab Malek bin Md Shah is a law lecturer at Universiti Teknologi MARA, Malacca City Campus. Having graduated from the International Islamic University Malaysia with a Master of Comparative Laws (MCL).

Noted : This paper has successfully presented at ALIEP 2013