The use of facebook by the National Library of South Africa to promote library services

Abstract

The study aims to explore the use of Facebook to promote library services by the National Library of South Africa (NLSA). The researcher conducted this study at the National Library of South Africa, at the Pretoria Campus. The study employed the interpretivist paradigm, descriptive research design and qualitative research approach. Semi- structured interviews were used to collect data from three participants, whereas content analysis was utilised to evaluate forty Facebook content records from the NLSA Facebook page. The researcher presented the data using thematic analysis and direct quotations. The findings revealed that participants used Facebook to disseminate important updates to users regarding library operations, including announcements such as closures, celebration of commemorative days, provision of general information, and fostering ongoing communication with users. Moreover, the findings from the analysis of Facebook content revealed that the majority of content posted on the NLSA Facebook page is announcements and notices, followed by pictures of the events and vacancies. However, information about library resources such as books, articles, and journals, as well as services such as bibliographic services and collection management, information access service, and reference services, was not updated at the time of data collection on the NLSA Facebook page. The study concluded that Facebook plays an essential role in promoting library services, enhancing community engagement and library visibility. The strategic approach to content creation and user interaction is vital. Moreover, the study recommended that NLSA should post a mix of content, including library resources and library services within the library, to increase content variety. The study further recommended that participants instigate strategies to better manage negative feedback and unauthorised content.