The effectiveness of Live Chat Services at the National Library of Indonesia

Abstrak

Introduction. The research discusses remote reference services “Ask the Librarian” of the National Library of Indonesia. The service has been available since the COVID-19 pandemic, which caused activities in society to become completely online. This research evaluates services to assess how quality is delivered. Research Methods. The research uses a qualitative approach. Observe by trying the service directly. The next phase involves in-depth interviews with three staff members followed by document reviews of the (Standard Operating Procedures (SOPs). Data Analysis. The data was processed using instruments taken from Saunders' framework for the reference. The data will be analyzed properly to be discussed. Results. From the data analysis, the results showed that within the five points, there is one point that is an interesting topic of discussion. It is understood that the Livechat is in accordance with Saunders' principles.Time to respond was crucial. The staff answered several questions quickly, however, some specific questions took more time. Conclusion. All services are in accordance with the principles. There are only a few parts that need to be improved. The accuracy of the information provided is an important value held by managers in providing the best service.

Kata kunci

Subjek

ask the librarian · National Library of Indonesia · reference services · remote reference services