Overseeing the creation and maintenance of the library’s social media accounts is one of my many responsibilities. Recently, one of the staff in the Children’s and Teen Services division asked whether we could set up Facebook fan pages for library staff so that staff can communicate with at-risk youth. It seems these teens use Facebook messaging for communication far more than email (which totally makes sense and isn’t surprising), and creating patron-centred services is something the library values very highly.
Yet I’m not sure that creating individual fan pages is the right way to handle this kind of interaction. My question for you is — how does your library handle Facebook messaging between library staff and the public? What sort of best practices have you put into place to ensure that these discussions are captured, tracked, and counted toward your library’s reference statistics?