Abstract
This paper introduces the WeChat mobile library service programme at Shanghai University Library and identifies problems and resolutions by reviewing the development process and experience and user feedback. A case study was conducted, and user feedback from a web survey was analysed to identify the programme's problems. Accordingly, recommendations and resolutions were developed. The author discovers that a WeChat account is crucial as an interaction platform between libraries and patrons, particularly on mobile devices. Patrons prefer to receive library services via WeChat rather than other channels. Their favourite features include online public access catalogue (OPAC), my library, and study facility availability. Libraries should conduct regular assessments to understand patrons' feedback or requests and make timely adjustments accordingly. The web survey and its data are novel in this area and provide a credible example to optimize WeChat library services.
Highlights
Social media has become an important part of daily life for people across the world, especially millennials
This paper introduces the WeChat mobile library service programme at Shanghai University Library and identifies problems and resolutions by reviewing the development process and experience and user feedback
As mobile-oriented services such as WhatsApp, WeChat, and Facebook Messenger are the most popular social media platforms in some economies, it is clear that much of our digital behaviour is converging around mobile devices (Kemp, 2015)
Summary
Social media has become an important part of daily life for people across the world, especially millennials. It has become a common platform for users to exchange information and share their experiences and ideas. By January 2015, there were 2.078 billion active social media accounts for 7.2 billion people around the world. As mobile-oriented services such as WhatsApp, WeChat, and Facebook Messenger are the most popular social media platforms in some economies, it is clear that much of our digital behaviour is converging around mobile devices (Kemp, 2015). In China, WeChat (Weixin in Chinese) (2017) and Weibo/Microblog are the two major social media platforms, with communication features similar to WhatsApp, LINE, Twitter, and Facebook. It is noteworthy that WeChat has already become the No. social media platform in China since 2011
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