Hi Katherine,
I really agree with the conclusions you made here about this service needing to be taken further. It is an innovative use of the medium (I didn’t know that libraries were using social media like this and thought they were limited to a Facebook page or twitter feed) but from what you have explored here it seems that it is not as effective as they may have hoped. It is good to see that libraries are attempting to reach the users in these ways but there needs to be a greater emphasis placed on the marketing and advertising that surrounds these new tools. If the users don’t know it exists or feel they may be censored or mediated when they do use it then I don’t think it will ever really take off. It is a challenging endeavor and one that could use more support, innovation and time.