Have You Googled Your Library Lately?

For libraries, the accuracy of the information we provide is of paramount importance. We know from experience that when our users seek information about the library, a sizable percentage are doing so online. Armed with that knowledge, libraries can and should regularly review their websites to ensure the information we are providing is correct. One might expect that continually auditing our website is enough due diligence, however there is more work to be done. When our users search for library information online, they are likely to encounter numerous sites other than the library’s web page, the accuracy of which may be questionable! It is therefore essential that you perform an internet search of your library to better understand what potential misinformation exists on the web, and then act to remedy it!

To start, perform a search for your library using several different search engines. At present, the three most popular ones are Google, Bing and Yahoo. (1) Conduct this search on both a computer and a mobile device. You may wish to try several modified search terms. For example, if you are the ABC Public Library, you’ll likely want to search “ABC Library” in addition to your full name, as results can vary slightly. Once you perform your searches, examine the first two or three pages of results. They will likely fall into one of several categories.

Business Pages

Outside of your library’s own website, the most noticeable result on search engines Google and Bing is likely to be an information panel displaying your hours of operation, address and phone number. In the case of Google, you may also see a list of upcoming events which links directly to your library’s program calendar! These panels appears on the top right on a desktop computer, and are generally placed at the top on a mobile browser. Clicking through them will lead you to Google My Business and Bing Places for Businesses, respectively.

With such prominence given to these panels, it is essential that you maintain their accuracy! While anyone may suggest edits, the only way to authoritatively make changes is to claim your virtual presence on these platforms. To do so, one would click on “Own This Business?” for Google, and “Is This Your Business?” on Bing. After starting this process, you will be required to provide some basic information, as well as verify that you manage this business. There are several ways to do this; most commonly this is achieved by verifying the library’s phone number. (2) It is important to note that when you claim your business page, you use credentials that aren’t permanently tied to an individual employee. For example, the director of the ABC Public Library shouldn’t use their own personal email address, but instead use [email protected]. In the event that they leave the library, their successor would then have access to the email account and its associated business pages.

Once you’ve gained control of these business pages, you can quickly update hours, address, and associated images. Furthermore, you can respond to reviews and inquiries, rather than rely on other users. In addition to improving the accuracy of information on your organization, this can also improve your reputation overall. Finally, claiming these pages will grant insight (via site analytics) as to how users are searching for your library; valuable data to have!

Social Media Sites

Among your top results should be any number of social media sites. Of concern are those which are not officially sanctioned library accounts, and those that were at one time, but have since been abandoned. Looking at unsanctioned accounts, on platforms like Facebook, imposter accounts can spring up, as can the more innocuous automatically generated page. As they represent a source of misinformation, or even disinformation, you should claim these sites as your own. This process is similar to the aforementioned Google and Bing business pages. On Facebook, these unofficial pages can be merged with your official one. (3)

If your searching turns up your library’s very uncool Myspace page, or a more current platform that you simply have no intent on maintaining, you should delete or at least suspend (if the possibility remains of reactivating) your account. This process can become a bit arduous if you have lost access to the original credentials--let this demonstrate the importance of maintaining an institutional email address to manage these accounts! While sophisticated users will recognize these sites as defunct, some visitors may attempt to communicate with your library through an abandoned page. Such interactions can damage your brand, effectively the opposite purpose you had in initially setting up these accounts!

School and Civic Organization Webpages

Libraries commonly partner with other local organizations, from the school district to the chamber of commerce. With names that are often similar to the library, these sites may surface prominently in seh results, and often link out to the library. While we celebrate these opportunities to work together, the accuracy of their information can degrade over time. Take it upon yourself to regularly review these sites. If they’re providing direct links to library content, ensure that you notify them of any changes! Unlike many of the other examples we examined, there is no built-in vehicle for you to address inaccurate information. Instead, you must rely on your relationships with these organizations. For best results, maintain a liaison within them, preferably the individual(s) responsible for updating their website!

Other Websites

Beyond the sources of library information we already examined, other third-party sites which will appear in a web search include mapping services (beyond Google and Bing) and review sites like TripAdvisor and Yelp. Do they merit claiming them for your organization? As a rule of thumb, if you find them to be easily discoverable, and if they display a fair amount of activity (such as reviews and queries) you may wish to take ownership. Even if these sites may not have the same prominence as some of the aforementioned sources, it is worth noting that they may feed directly into the Google and Bing information panels when users perform a web search.

Final Thoughts

With our ever increasing presence on the web, the thought of exercising quality control on third-party content may seem like biting off more than we can chew. In practice, an audit of your search results and then filing the appropriate claims can be completed in an afternoon. Unless your library’s hours, location, and other essential information continually changes, you need only respond to user questions and comments, and perform the occasional spot check on your partner organizations. Ultimately, for a relatively small investment in time, you can better ensure that individuals are presented with accurate information on your organization, and that the library is providing an authoritative source for public inquiries.

?Works Cited:

1. Chris, Alex. "Top 10 Search Engines In The World." Reliablesoft.net. March 25, 2019. Accessed June 29, 2019. https://www.reliablesoft.net/top-10-search-engines-in-the-world/.
2. English, Alexi. "How to Set Up & Verify Your Bing Business Listing." B2 Interactive. April 11, 2017. Accessed June 29, 2019. https://www.b2interactive.com/blog/how-to-set-up-verify-your-bing-business-listing/.
3. "Can I Merge 2 Facebook Pages? | Facebook Help Center." Facebook. Accessed June 29, 2019. https://www.facebook.com/help/249601088403018?helpref=related.

A version of this article was originally published as "Have You Googled Yourself Lately?" Public Libraries Magazine, September/October 2019 issue.