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ABSTRACT
This study explores academic libraries’ potential uses of the mobile application Yik Yak, with particular focus on patrons’ anonymous feedback about library services and spaces. Over a 232-day period, the authors observed the Yik Yak feed for their university and recorded all yaks related to the library. A content analysis of the 249 library-related yaks found six distinct purposes that these library-related yaks served, from the perspective of the patron, which are of interest to the library: asking questions about library services; reporting problems with library spaces; reprimanding violations of and encouraging adherence to library policies; sharing compliments about library services; demons-trating need for improved library services; and discussing and offering feedback about library programs. This study reveals several opportunities for academic libraries to engage with Yik Yak in order to serve their patrons better, including providing virtual reference services, monitoring problems within the building, developing proactive approaches to policy enforce-ment, gathering honest and continuous feedback about the library's strengths, and identifying opportunities to improve and expand services. Implications for practice are discussed.
About the authors
Mark Robison is Assistant Professor of Library Services at Valparaiso University. In addition to overseeing the information literacy program for first-year students, he also serves as liaison to several social science departments. His research interests include transfer student success, libraries' engagement with social media, and things collections. Visit http://library.valpo.edu/faculty/robison.html for more information.
Ruth S. Connell is Professor of Library Services and Electronic Services Librarian at Valparaiso University. In addition to managing e-resources and interlibrary loan, she also leads the library's web team and digitization committee. She has published articles on web site development, interlibrary loan, social networking in libraries, student training, and parental issues pertaining to academic librarians. See https://works.bepress.com/ruthconnell/ for more information.