探索谷歌地图的评论，以评估用户对公共图书馆的看法

IF 1.3 Q2 INFORMATION SCIENCE & LIBRARY SCIENCE

Library Management Pub Date : 2022-09-23 DOI:10.1108/lm-05-2022-0053

A. Khan, Fayaz Ahmad Loan

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引用次数: 0

摘要

目的在当今的网络社会中，几乎所有的实体都出现在谷歌地图上。谷歌Maps已经成为用户搜索和检索任何地方信息的首选工具。谷歌Maps为用户提供了对实体(包括公共图书馆的设施和服务等)发布评级和评论的机会。本研究探讨了印度德里公共图书馆的用户如何使用谷歌地图来分享他们对图书馆设施和服务的意见，并评估谷歌地图是否有潜力作为用户和当局之间的互动反馈系统。设计/方法/方法使用谷歌Maps平台作为数据源。为了将评论划分为不同的类别，进行了内容分析。对评论进行进一步的情感分析，以突出选定图书馆的积极、消极和中立方面。此外，还检查了对图书馆产品和服务的评论、认可和评级。研究结果显示，在线评论的文化日益增多，大多数评论都是用英语发布的，其中Non Local Guides是最多产的评论。在评论中，讨论的话题总数为685个，其中正面评论(70.51%)，负面评论(15.32%)，中性评论(14.1%)。大多数负面话题是在工作人员类别中讨论的，其次是设施。环境和儿童领域得到了五星好评的积极反馈，其中大多数都被其他用户标记为有用。用户还喜欢科技、地理位置和收藏。研究得出的结论是，谷歌地图可以作为一种新的交互式反馈工具，图书馆当局可以用它来与用户建立联系，取代传统的意见箱和在线表格。研究局限/启示研究仅限于单一平台(b谷歌地图)和印度首都(德里)，不能跨平台和地区推广。此外，这些图书馆被置于本研究的扫描之下，该研究拥有50多条评论。这项研究将有助于通过谷歌地图平台找出德里公共图书馆的不足之处，并根据建议和投诉，帮助他们制定有效的策略来改善他们的管理。

本文章由计算机程序翻译，如有差异，请以英文原文为准。

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Exploring the reviews of Google Maps to assess the user opinions about public libraries

PurposeIn present networked society, almost all the entities are present on Google Maps. Google Maps has become the first preference for the users for searching and retrieving information about any place. Google Maps provides an opportunity for a user to post ratings and reviews for an entity, including public libraries about their facilities and services, etc. This study explores how users of public libraries in Delhi (India) use Google Maps to share their opinions on library facilities and services and to assess whether Google Maps have the potential to act as an interactive feedback system between users and the authorities.Design/methodology/approachThe Google Maps platform was used as a data source. To classify reviews into distinct categories, a content analysis was performed. Further Sentiment analysis of reviews was executed to highlight the positive, negative and neutral aspects of selected libraries. Moreover, reviews, endorsements and ratings of library products and services were also checked.FindingsThe research reveals that the culture of posting online reviews is increasing day by day and most of the reviews are posted in the English language, with Non Local Guides as the most prolific reviewers. In the reviews, the total number of topics discussed were 685, of which (70.51%) contained positive sentiments, (15.32%) were negative and (14.1%) were neutral reviews. The majority of the negative topics were discussed among the staff category, followed by facilities. Environment and children's areas received positive feedback with five-star ratings and most of them were marked helpful by other users. Users also loved technology, location and collection. The study concluded that Google Maps can be used as a new interactive feedback tool that library authorities can use to connect with users, replacing traditional suggestion boxes and online forms.Research limitations/implicationsThe research is limited to a single platform (Google Maps) and the capital city of India (Delhi) and cannot be generalized across platforms and regions. Moreover, such libraries were taken under the scanner of this study which possessed more than 50 reviews.Originality/valueThe study will help to identify the shortcomings of the Delhi public libraries through Google Maps platform and help them to devise effective strategies to improve their management in view of suggestions and complaints.

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来源期刊

Library Management INFORMATION SCIENCE & LIBRARY SCIENCE-

CiteScore

2.70

自引率

15.40%

发文量

期刊介绍： ■strategic management ■HRM/HRO ■cultural diversity ■information use ■managing change ■quality management ■leadership ■teamwork ■marketing ■outsourcing ■automation ■library finance ■charging ■performance measurement ■data protection and copyright As information services become more complex in nature and more technologically sophisticated, managers need to keep pace with innovations and thinking in the field to offer the most professional service with the resources they have.