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All Journal Kinesik Indonesian Journal of Dialectics JKMS : Jurnal Ilmu Komunikasi Khizanah al-Hikmah : Jurnal Ilmu Perpustakaan, Informasi, dan Kearsipan Jurnal Berkala Ilmu Perpustakaan dan Informasi Dharmakarya : Jurnal Aplikasi Ipteks Untuk Masyarakat Record and Library Journal Edulib Jurnal Kajian Informasi & Perpustakaan JIPI (Jurnal Ilmu Perpustakaan dan Informasi) Ilmu Dakwah: Academic Journal for Homiletic Studies JISPO (Jurnal Ilmu Sosial dan Ilmu Politik) Jurnal Studi Komunikasi Jurnal Ilmiah Pariwisata Jurnal Komunikasi Ikatan Sarjana Komunikasi Indonesia Nyimak: Journal of Communication Jurnal Komunikasi Jurnal ASPIKOM PROSIDING KOMUNIKASI KACANEGARA Jurnal Pengabdian pada Masyarakat Ultimacomm: Jurnal Ilmu Komunikasi Kajian Jurnalisme Al-Kuttab : Jurnal Kajian Perpustakaan, informasi dan kearsipan Journal of Music Science, Technology, and Industry (JOMSTI) Informatio: Journal of Library and Information Science Journal of Social Research Media Pustakawan Journal Of Human And Education (JAHE) Nautical: Jurnal Ilmiah Multidisiplin Indonesia Innovative: Journal Of Social Science Research BACA: Jurnal Dokumentasi dan Informasi Jurnal Ilmiah Pariwisata
Ninis Agustini Damayani
Program Studi Perpustakaan Dan Sains Informasi, Fakultas Ilmu Komunikasi, Universitas Padjadjaran, Indonesia
Religion Agriculture, Biological Sciences & Forestry Arts Humanities Computer Science & IT Economics, Econometrics & Finance Education Engineering Environmental Science Languange, Linguistic, Communication & Media Law, Crime, Criminology & Criminal Justice Library & Information Science Public Health Social Sciences Transportation 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 - Sukaesih Adeline, Intania Agung Budiono Agung Budiono Agus Rusmana Agus Rusmana Andi Febri Herawati Anindya, Talitha Arief Wicaksono, Arief Asep Saeful Rahman Asep Saeful Rohman Asep Saeful Rohman Atwar Bajari Besthari, Bian Bian Besthari Dadang Rahmat Hidayat Deddy Mulyana Dhea Shena Oktaviananda Edwin Rizal Eka Evriza eka evriza, eka Elnovani Lusiana Encang Saefudin Encang Saepudin Encang Saepudin Encang Saepudin Evi Nursanti Rukmana Evi Nursanti Rukmana, Evi Nursanti Fatma, Riska Fauziah, Mayang Rumaisha Nur Feliza Zubair Fina Nurul Zakiyyah Hanny Hafiar Herlina Agustin Hilal, Ilham Samsul I Nyoman Sedana I Nyoman Sedana, I Nyoman Ilham Gemiharto Iskandar , Johan Jainal Ihsan Kaenuwihanulah Jenny Ratna Suminar Jevon Joenesty Mauladhy Khoerunnisa, Lutfi Kurniasih, Erni kusnandar kusnandar Kuswarno , Engkus Lusia, Amelita Lutfi Khoerunnisa Mas’Amah Mas’Amah Mauladhy, Jevon Joenesty Mayang Rumaisha Nur Fauziah McArthur, James M.B. Nani Adeliny, Nani Neneng Komariah Neneng Komariah Neneng Komariah Nofha Rina Nugraha Dwi Saputra Nugroho Dwi Hananto, Nugroho Dwi Nurcahyani, Hestianna Nurmustafha, Nida Oktaviananda, Dhea Shena Pawit M Yusup Pawit M. Yusup, Pawit M. Rahmat Alifin Valentino Rahmat Alifin Valentino Reinanda, Adella Virginia Ricky Hardiyanto Rina Latifah, Siti Riska Fatma Rully Khairul Anwar Safitri, Arroyya Nur Saleha Rodiah Salsabila Maharani Putri Samson CMS Santi Susanti Santi Susanti, Santi Seira Sahla Aghisni Siti Karlinah Sukaesih Sukaesih, Sukaesih Sukaesih, - Susie Perbawasari Syahid, Fakhrie Nuryana Syifa Naufal Qisty Tedjakumala, Ingrid Teguh Husodo Tine Silvana Rachmawati Tine Silvana Rachmawati Tine Silvana Rachmawati Tine Silvana, Tine Ute Lies Siti Khadijah Wina Erwina Yanti Setianti Yunus Winoto Yunus Winoto Zein Mufarrih Muktaf, Zein Mufarrih Zinda Adinta Sari