(Judsen, 2022)
Privacy surrounding social media is an ongoing issue especially as more content is presented online through multiple information organisations. There are several challenges and hurdles organisations need to overcome to ensure patron privacy is not overlooked. Some of these concerns are, tracking personal data through patron usage, fake information, misinformation, and more which has both predictable and unpredictable consequences (Feher, 2021). According to the Office of the Australian Information Commissioner (OAIC), privacy is defined as, the human rights in supporting choice to express thoughts but also protect people’s privacy from and personal information (OAIC, n.d). Libraries have managed personal information much longer than social media has been around, however, privacy remains an important issue for internet users. For this extended post, the topic of social media and privacy will be covered using public libraries as the information organisation.
Privacy of users’ personal data on social media is not a new concept, however, it is concerning for users who more cautious about their personal information and where it goes. Social media platforms are publicly accessible, and as with everything else online, leaves digital traces which identifies who they are, what they like, what they do, how often they use social media, and what they use it for. This provides information of user interest, demographics, and online behaviour which are impossible to control or completely delete (United IT Consultants). Libraries have several policies and codes to ensure patron information, user activity and awareness of their own privacy and security is maintained. Systems are in place to assist libraries with the flow of information such as, user management systems (NLA, n.d). Librarians, as information professionals, need to ensure patrons understand how much control they have over their information and how information is maintained or used (Osorio, 2023). Osorio (2023) elaborates, 79% of users are concerned about data privacy and how organisations use the data collected, while 64% increased their awareness over the past year and have some reservations.
People have the need to trust where their private information is sent as they may have multiple social media accounts. Unfortunately, this is difficult to monitor considering social media has become the means of connecting, sharing information, and linking with each other (Valentine, 2020). According to Walters (2022), forty-nine percent of people have concerns about their privacy on social media than the year before. Although, there are policies and procedures (ALA, 2018) in place, ethical issues remain a concern. The National Library of Australia (NLA) maintains guidelines when transferring patrons’ information from paper to electronic resources ensuring confidentiality and trust is conserved. However, to ensure unauthorised retrieval is prevented during transfer of data, measures need to be in place and reassessed to guarantee privacy and security of patrons’ data. The galleries, libraries, archives, and museums (GLAM) records use guidelines to assist with patron privacy, however, states that data about patrons could be used by third parties to better their service, giving the impression that patron data may not be so private and uncertain where the information ends up (University of Oxford, n.d).
Artificial Intelligence (AI) and Web 2.0 are some of the most recent digital landscapes that organisations are considering, demanding greater security on patrons’ flow of information. As technologies evolve, the task becomes difficult because of the fast pace of digital upgrades and organisations’ attempts to keep up with technology (Morse, 2019; Williams, 2020). Libraries adaptation of Web 2.0 have initiated many positive uses to connect, serve users and share information (Jones, 2019; Avuglah, et al., 2020); however, the concerns of protecting its patron’s information and maintaining ethical standards of the library are noted by the International Federation of Library Association (IFLA). I Love Libraries (2024) categorises privacy as the right of patrons to the freedom of inquiry without being scrutinised by others on what they read or seek. These ethical issues rests on librarians as the information professionals to ensure personal information such as reading track of a patrons remains confidential and assumptions are not exemplified. On the other hand, the promise to deliver improved service to the library with Library 2.0 require some level of tracking, collecting, and retaining data about the activities of patrons. Nonetheless, librarian ethical morals towards patrons’ privacy remains a high priority which begins with the freedom of access, freedom to read text and view images and freedom to express thoughts without misuse of information, as stated in the ALA’s Library Bill of Rights (Zimmer, 2014; ALA, 2018). Tracking patrons’ usage is beneficial to narrow flaws in the system, assist staff to improve services and meet user needs however; guiding principles such as the code of conduct must be upheld (Rathore et al., 2017). Zimmer (2014) and Pacific Library Partnership (2020) agrees, protecting library patrons’ confidentiality and privacy by limiting user tracking activities, anonymous browsing and retaining data for short-term periods increases trust in library services and data handling processes.
The NLA takes reasonable steps associated with the ethical issues of patrons by the implementation of practices, procedures, and systems to protect patrons’ information and assessing strategies yearly. The NLAs online services are in accordance with the Australian Government Protective security Policy Framework and the Australian Government Information Security Manual. The NLA (n.d) privacy policies apply to members of the public that uses, requests, engages, makes donations or registers for its services and products. Cotter and Sasso (2016) further discuss concerns of privacy issues for patrons, and librarians should be mindful of these potential issues for users. They further elaborate the importance of gaining and maintaining patron trust. As libraries embrace social media as a marketing tool and guided by governing bodies such as the American Library Associations (ALA), the Australian Library and Information Association (ALIA) and IFLA, additional consideration and discussion regarding principles on privacy, code of conduct and patron data usage are required. ALA maintains the library privacy toolkits which are available to librarians in developing their own privacy policy to suit their library and its patrons.
Finally, social media and privacy in organisations is a challenging and ongoing task to ensure patrons feel safe, confident and trust their personal information with the organisation. Developing a comprehensive social media policy protects patron privacy and educates patrons rights. Furthermore, it prevents data breeches and upholds ethical standards from staff. Privacy is a complex topic and interpretation is limited to how each organisation chooses to construct its policies and guidelines; however, in terms of the library setting, essential training and understanding in handling patron data usage information and skills needed to navigate changing digital landscapes is imperative to ensure commitment to privacy issues on social media is sustained.
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References
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