Behavioral Performance of Reference And Information Service Providers pada Live Chat Perpustakaan Universitas Negeri Malang

Authors

  • Muhammad Rafi Al Bana Universitas Negeri Malang
  • Moh Safii Universitas Negeri Malang

DOI:

https://doi.org/10.24090/jkki.v4i2.8435

Keywords:

live chat, layanan referensi, performa pustakawan

Abstract

Penelitian ini bertujuan untuk mengetahui kinerja penyedia layanan referensi dan informasi pada live chat perpustakaan Universitas Negeri Malang berdasarkan Guidelines for Behavioral Performance of Reference and Information Service Providers. Terdapat lima indikator utama dalam menganalisis yaitu, Visibility, Interest, Listening/Inquiring, Searching, Follow-up. Indikator tersebut berdasarkan Guidelines for Behavioral Performance of Reference and Information Service Providers yang ditetapkan oleh Reference and User Services Association (RUSA). Penelitian ini menggunakan metode kuantitatif pendekatan deskriptif dengan teknik analisis data menggunakan analisis unit tematik pesan berdasarkan adaptasi pedoman kinerja layanan referensi dan informasi. Data pada penelitian ini sebanyak 8.455 log live chat Perpustakaan Universitas Negeri Malang yang merupakan populasi dari riwayat live chat menggunakan platform Tawk.to dengan kriteria tanggal sesi percakapan dari bulan November 2018 – Februari 2022. Sesi percakapan pada jam kerja yaitu hari Senin-Jumat pukul 08.00-16.00 WIB sebanyak 4.234 percakapan dan sesi percakapan diluar jam kerja sebanyak 4.221. Hasil analisis menunjukan pustakawan memberikan layanan sesuai dengan pedoman pada indikator tertentu yaitu Visibility sebesar 56.05%, Interest 52.5% dan Listening/Inquiring 52.6%. Pada indikator Searching sebesar 15.85% dan Follow-up sebesar 8.1% menunjukan presentase bahwa indikator tersebut jarang dilakukan. (1) Indikator yang terpenuhi Visibility sebanyak 44 sesi. (2) Indikator yang terpenuhi Visibility, Interest, Listening/inquiring sebanyak 783 sesi. (3) Indikator yang terpenuhi Visibility, Interest, Listening/inquiring, Searching sebanyak 26 sesi. (4) Indikator yang terpenuhi Visibility, Interest, Listening/inquiring, Searching, Follow-up sebanyak 52 sesi.

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Published

2023-12-20

How to Cite

Al Bana, M. R., & Safii, M. (2023). Behavioral Performance of Reference And Information Service Providers pada Live Chat Perpustakaan Universitas Negeri Malang. Al-Ma Mun Jurnal Kajian Kepustakawanan Dan Informasi, 4(2), 109–128. https://doi.org/10.24090/jkki.v4i2.8435

Issue

Vol. 4 No. 2 (2023)

Section

Articles

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Copyright (c) 2023 Muhammad Rafi Al Bana, Moh Safii

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