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Atwar Bajari
Fakultas Ilmu Komunikasi Universitas Padjadjaran
Religion Aerospace Engineering Arts Humanities Automotive Engineering Civil Engineering, Building, Construction & Architecture Computer Science & IT Control & Systems Engineering Decision Sciences, Operations Research & Management Economics, Econometrics & Finance Education Electrical & Electronics Engineering Environmental Science Industrial & Manufacturing Engineering Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Mathematics Social Sciences Other

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Journal : Record and Library Journal

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Dysfunction in organizing virtual reference service Wicaksono, Arief; Bajari, Atwar; Damayani, Ninis Agustini; Khadijah, Ute Lies Siti
Record and Library Journal Vol. 11 No. 2 (2025): December
Publisher : D3 Perpustakaan Fakultas Vokasi Universitas Airlangga

Show Abstract | Download Original | Original Source | Check in Google Scholar | DOI: 10.20473/rlj.V11-I2.2025.259-270

Abstract

Background of the study: The decline in the utilization and user satisfaction of virtual reference services in the Library in Jakarta, Indonesia, indicates organizational dysfunction. Communication can be a cause and symptom of this organizational dysfunction. Purpose: This study aims to identify the source of problems in organizing virtual reference services. Method: This research employs a qualitative case study approach. Data collection was conducted through interviews, observations, and document studies. Data analysis was performed through data coding. Findings: Interaction among service team members and with other service teams occurred frequently. In contrast, the interaction between the service team and supervisor, chief supervisor, and unit leader was infrequent. The problem that appears on the surface is the failure of the management function. Conclusion: Examining organizational issues from a communication perspective can help identify the sources of dysfunction in organizing virtual reference services. A team-based work system does not necessarily result in good performance. This occurs because the behavior of organizational members is shaped not by communication within their environment but by their activities.
Co-Authors Adella Vira Andiesta Agus Setiaman Almadina Rakmaniar Alya Difa Salsabila Anam Miftakhul Huda Andiesta, Adella Vira Anisa Diniati Annisa Nursalsabillah Annisa Nursalsabillah Anter Venus Arief Wicaksono, Arief Asep Saeful Muhtadi, Asep Saeful Asep Suryana Astuti, Sri Wahyuning Atie Rachmiatie Cho, Sung Kyum Dadang Rahmat Dadang Rahmat Hidayat Dadang Sugiana Dandi Supriadi Deddy Mulyana Diah Fatma Sjoraida Ditha Prasanti Duddy Zein Edwin Rizal Efi Fadilah Eni Maryani Eni Maryani Evan Setia Ferryan Fadhila, Husna Friska Dewi Yuliyanti Hanif, Raden Muhammad Ciptaning Hanny Hafiar Haryo S Martodirdjo Hayati, Neni Nur Heru Ryanto Budiana Huda, Anam Miftakhul I Gusti Wayan Murjana Yasa Ira Mirawati Ismail, Nurzali Karina Rizqi Abelinda Lestari, Nadia Ayu Rahma Lilis Puspitasari Maryani, Eni Meria Octavianti, Meria Mikhael Rajamuda Bataona Mohammad Adnan4, Hamedi Bin Muhammad Gantira Muhammad Ilham Muhammad Irfan Maulana Musa, Hussein Gibreel Navarro, Charles Julian Santos Ninis Agustini Damayani Nursalsabillah, Annisa Nuryah Asri Sjafirah, Nuryah Asri Paskah Marpaung Pietyasafira, Hayati PONPON IDJRADINATA Prabowo, Destiya Puji Pratama, Hafiz Gustika Priyo Subekti Priyo Subekti PUJI LESTARI Rahman Mulyawan Rahmat, Dadang Ramadhan, M. Reza Mahdavikia Ramadhanty, Rizta Insani Reffina Nuramalia Rheza Ramadhyan Wicaksana Rheza Ramadhyan Wicaksana, Rheza Ramadhyan Rini Anisyahrini Rini Darmastuti S. Kunto Adi Wibowo Samson CMS Samson, Samson Sitanggang, Jonathan Timoty Slamet Mulyana Slamet Mulyana Sumarjo Syalma Azzahra Taufani, Maurina Teddy Kurnia Wirakusumah Trie Damayanti Triyani, Ika ika Ute Lies Siti Khadijah Uud Wahyudin Uud Wahyudin Vanda Sekar Yanti Widiastuti, Anindita Wina Erwina Wulan Purnama Sari Yanti Setianti Yanti Setianti Yustikasari