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All Journal Jurnal Berkala Ilmu Perpustakaan dan Informasi
Fandi Rahman Hidayat
Departemen Ilmu Perpustakaan dan Informasi, Fakultas Ilmu Pengetahuan Budaya, Universitas Indonesia
Library & Information Science

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The effectiveness of Live Chat Services at the National Library of Indonesia Fandi Rahman Hidayat; Muhamad Prabu Wibowo
Berkala Ilmu Perpustakaan dan Informasi Vol 22 No 2 (2026): December (In Press)
Publisher : Library and Archive, Universitas Gadjah Mada

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.22146/bip.v22i2.13865

Abstract

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.
Co-Authors Wibowo, Muhamad Prabu