Public libraries that practice effective dialogic communication are more likely to build trust with their communities. Applying principles of dialogic communication as a theoretical framework, this study examines how public libraries in Canada and the USA use Twitter to build long-term positive relationships with their publics. Content analysis of 28,788 Twitter messages sent to and from thirteen library @names revealed that libraries tend to employ the ‘dialogic cluster’ principles more often than the ‘technical and design cluster’ ones. However, ‘technical and design cluster’ messages were more likely to be retweeted. The number of followers was found to be positively related to the frequency of trust messages that the Twitter users send to a library @name. The authors discuss communication practices to actively engage publics in dialogic communication on Twitter.

实践有效对话交流的公共图书馆更有可能与社区建立信任。本研究将对话交流原则应用为理论框架，考察加拿大和美国的公共图书馆如何使用 Twitter 与公众建立长期的积极关系。对 13 个图书馆@names 发送和发送的 28,788 条 Twitter 消息的内容分析表明，图书馆倾向于采用“对话集群”原则而不是“技术和设计集群”原则。然而，“技术和设计集群”消息更有可能被转发。发现追随者的数量与 Twitter 用户发送到图书馆 @name 的信任消息的频率呈正相关。