Level of user satisfaction on the Facebook library

Published date07 May 2019
DOIhttps://doi.org/10.1108/LHTN-10-2018-0066
Pages7-8
Date07 May 2019
AuthorDessy Harisanty
Subject MatterLibrary & information science
Level of user satisfaction on the Facebook library
Dessy Harisanty
Introduction
Facebook has become a very popular
social network in recent years. The ease
of internet access provided by various
cellular providers makes Facebook
more popular than other social
networking sites. The number of users
in Indonesia (only the USA and India
have more users) is large, and in the past
six months, the number of Facebook
users in Indonesia increased by about
3,889,180. Indonesia represents 17.72
per cent of the total population or about
45 million people (Tri Wahono,
kompas.com, Wednesday, February 1,
2012).
Facebook has penetrated all aspects
of academia and can facilitate the
interaction between users and
librarians, without having to be bound
by distance and geographical barriers.
Facebook is chosen as a medium to
meet the needs of information users to
interact directly (real time); for
example, Facebook chats, tags photos,
blogs, games and status updates are
assessed more frequently than other
media.
The existence of Facebook helps
libraries spread information quickly and
accurately. In college, the library is a
technical implementation unit which
together with other units collect, select,
process, care and serve information
resources to the academic community in
general (Depdiknas, 1994). In fact, the
utilization of Facebook in the libraries
of state universities in Surabaya area is
still very limited. One of the libraries
that utilize the media is the library of
Universitas Airlangga (Unair) with the
initial goal to convey information to
users quickly and accurately. The media
was formed in 2009, and until 2018, it is
managed by the field of public relations
(PR) library Unair. Unair Library
receives information from the media
and provides information related to
activities at home and abroad. Based on
the phenomenon, the researchers are
interested to examine the level of user
satisfaction of Facebook library Unair.
Discussion
Users often face difficulty in finding
information and from the intensity of
following updates from the Facebook
library. Respondents of a survey had
moments when it is difficult to find
information by asking friends as much
as 61 per cent. Friends are considered
able to reduce the uncertainty that a
person feels when needing information,
as McCaskill (2015) discloses that
information needs are met with
recommendations and opinions from
friends, because a high trust in friends
outweighs the trust in search engines.
Almost 25 per cent of students tried to
find information on their own. Group
discussions accounted for 8 per cent and
6 per cent did not even try to find
information in any way.
Each respondent had personal
characteristics when they linked to the
library’s Facebook page. We found that
users with introverted personal types
used the Facebook library more than the
extrovert personal types. Widyastuti
(2014) explains that Facebook users
tend to have introverted nature and
express their emotions on Facebook and
are uncomfortable in expressing
themselves.
The results of this survey follow
those of Effendy (2000) of the need for
social integration Facebook libraries
often also inform the latest news so that
the information submitted is up to date.
Our Facebook library not only provides
information about the library but also
updates the latest entertainment such as
movies to be played. Most respondents
knew of Facebook before from their
own browsing and friends. Most
respondents did not experience any
barriers in accessing the Facebook
library as it was already a tool they were
familiar with.
The majority of respondents visit the
Facebook library one to two times a
week with a visit less than 15 min.
Some users spend less than 10 h/month.
Only a small percentage of respondents
use Facebook for about 10-40 h/month.
Most users access Facebook to meet
their information needs. According to
respondents, the quality of information
posted on the Unair Library wall is
relevant to their needs. Many
respondents stated that the availability
of information on the Facebook library
is complete, although some respondents
stated that there is still information they
need that is not available, such as
information on the latest collections and
current issues in the library field.
Respondents felt there were many
benefits to become a Facebook library
member of Unair, which is getting
information about the activities that
the library will do (18.1 per cent),
getting a lot of information about the
library (16.2 per cent) and making lots
of friends (14, 2 per cent), and a small
proportion of respondents stated that
they can broaden general knowledge
(13.1 per cent) and exchange information
(12.8 per cent). Respondents responded
positively to the various attributes
displayed in the Facebook Library Unair,
ranging from the color and arrangement
of Facebook interface, the availability of
space large enough for faculty managers
Unair library to up load the information,
including the content of information that
is in accordance with the needs of
respondents. Facebook is widely used by
libraries because of its ability to connect
libraries with users who may not know
the resources and services that exist.
Tamar Sadeh (2007) argues that applying
Facebook presence is essential to remain
relevant and to meet user expectations,
especially with younger users .
Satisfaction with social media will
be obtained when the social media
user becomes an active and not a
passive user. Satisfactionwithsocial
media can be identified based on
LIBRARY HITECH NEWS Number 3 2019, pp. 7-8, V
CEmerald Publishing Limited, 0741-9058, DOI 10.1108/LHTN-10-2018-0066 7

To continue reading

Request your trial

VLEX uses login cookies to provide you with a better browsing experience. If you click on 'Accept' or continue browsing this site we consider that you accept our cookie policy. ACCEPT