Web 2.0 adoption : Public libraries (Malaysia) experience and practices

Purpose for Web 2.0 adoption

i) Directive from the government (state government / government agencies)

Most of the interviewees stated that the development of Web 2.0 applications are built upon the directive issued by the government, whether it is the federal government, state governments or government bodies such as the Malaysian Administrative Modernisation and Management Planning Unit (MAMPU) and the Multimedia Development Corporation (MDeC). The IT officer in Kelantan Public library informed, “facebook application was started based on a directive from MAMPU...all government agencies need to have a social media network...so that all announcements can be done easily”.  The Malacca Public Library, IT officer mention that “Melaka State government has urged all government departments to have social networking sites like Facebook for closer ties with the community. It is also from the Web 2.0 application such Facebook, it is to facilitate the library to a wider range of promotions, fast and most importantly it is free”.

In contrast with Pahang Public Library, the development of Web 2.0 application such as Facebook and Blog is because of the criteria set by MDeC to assess the government agencies portal. In the assessment, if a governmental agencies portal has links to social media, it will be an advantage. Therefore, it encouraged the Pahang Public Library to develop  social media applications like Facebook to their user as one of the service. This was also the case at the Selangor Public Library and Johor Public Library.  The Selangor Public Library IT officer stated "I am monitoring the activities in facebook, and my staff will monitor the technical side only. Through this approach, the information given and received is updated every day so that the delivery of quality information is better and people will not dispute the Selangor Public Library Facebook. Through this approach also, the Selangor Public Library web portal including Facebook have received 4 stars award from MDeC and won the Innovation Web site award from MAMPU”.

ii) Facilitate the promotion and dissemination of information and library activities

The use of social media in disseminating information or even promoting, is very quick, easy, cheap and simple. This fact is recognized through interviews with all public libraries representatives in Malaysia. According to the Public Library Kelantan officer, “these applications facilitate the making of a library for communication or promote library activities, event or any information in faster and efficient way. By using this application, the cost of promotion and spreading information are very minimal cost rather than using the conventional medium such as making banners, bunting, advertise in newspapers or radio and so on. At the Malacca Public Library, the officer mentioned “Web 2.0 also facilitates the library to a wider range of promotions, fast and most importantly it is free”. This statement was also supported by the participant from the National Library of Malaysia. According to the officer, “the main objective and purpose of using this application is to promote library activities. This application can be considered as a free platform especially for promotion, and everyone nowadays are using this application. If the libraries use a promotion method such as advertisement in newspapers and TV, it need a big cost”. Moreover, the interviewee from Selangor Public Library also mentioned, “at the present time PPAS has conducted many activities and programs implemented on an ad-hoc basis. With this application, it make it easier for PPAS to broadcast and promote the ad-hoc programme immediately and directly to customers and it also saves time and operational costs rather than using the conventional method.”  Perbadanan Perpustakaan Awam Sabah dan Perbadanan Perpustakaan Awam Perlis also stated the purpose of develop Web 2.0 application is to provide and disseminate library information, news and event for library user information.

It was slightly different at the Penang Public Library, they used this application not only to promote or disseminate library news but also they help to deliver as many current issues and programs conducted in the vicinity of Penang or promote other government activities/events. They get all this information through the state government calendar activities and government-related bodies and organizations around Penang. However for the Terengganu Public Library, it does not have a Web 2.0 application for use to dissemination information, activities or any other information about the library. This library uses a different approach, through the SMS service for the purpose of disseminating information to their users. The libraries also now planning to inform the user about late returning or any membership information through this SMS service. At present the library could spread SMS to more than 48,000 users at one time. By using this method, the spread of library information can be implemented more easily, quickly, effectively and at low cost. For example, in the case of overdue of books, library can SMS to their customer at the rate of RM0.04 cents perperson, and the process is easier and faster instead of give a reminder letter.

iii) Socializing and networking purpose (wider audience)

Web 2.0 offers the latest trend in forming new relationships (networking) and also on socially (socializing) online. According to Kelantan Public Library officer, “this application is also more friendly and well-known to the user especially among teenager, and information spreading will be more wide and quick. For example, when spreading the Library post on facebook, then all customers who have become members will get to see that information/news and it can also be seen by their friends, through the Facebook wall. If their friends click on the information/news, so indirectly it will be displayed on the wall and can be seen next by their peers”. This process will be repeated and facilitate the acceptance of such information to the user and it can generate a new networking between library, existing user and new user. In addition, the officer at the National Library of Malaysia mentioned “hopefully by using this application it can  attract more user to join/participate in the libraries activities, borrow book etc.”

While for the Perbadanan Perpustakaan Awam Negeri Sembilan, they use the application to form a great or huge relationship in the dissemination of information between users and library. As well as Perbadananan Perpustakaan Awam Selangor, as mentioned by the officer, “the social media it can  create two-way communication between libraries and users...through this network also, the user is free and easy to give suggestions, share their ideas, express opinions and give comment”. While for Pustaka Sarawak, according to the officer, “the main objective of developing this application is to reach out to the community of users and society at Sarawak, creating a network or two-way communication between the library and the community and also makes promotion or dissemination of information or activities to be organized or are being organized.” In addition the officer from Johor Public library stated “the main purpose of the development of this  application is to realize a communication network that is easier between the library and users. It was also aimed to have closer relations with library users”