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

Abstract

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.