Handini, Aprilia Yusli (2018) Inovasi Layanan Referensi Perpustakaan Berbasis Live Chat. Sarjana thesis, Universitas Brawijaya.
Abstract
Penelitian ini dilakukan atas dasar perkembangan e-commerce (perdagangan elektronik) yang melahirkan aplikasi live chat. Aplikasi live chat pada awal mulanya digunakan untuk layanan pendukung dalam bisnis jual beli toko online. Di tahun 2017, Perpustakaan Universitas Negeri Malang menerapkan layanan live chat sebagai pendukung layanan referensi. Cara kerja yang digunakan sama yaitu dengan menyematkan ruang obrolan kedalam website perpustakaan yang nantinya dapat digunakan pemustaka untuk mengajukan pertanyaan. Tujuan penelitian ini adalah untuk mengetahui sejauh mana penerapan layanan live chat di Perpustakaan Universitas Negeri Malang. Penelitian ini menggunakan jenis penelitian kualitatif dengan pendekatan deskriptif. Adapun fokus dalam penelitian ini mengacu pada penerapan layanan live chat sebagai layanan referensi di Perpustakaan Universitas Negeri Malang. Fokus-fokus tersebut diantaranya adalah volume chat, missed chats & offline massages, first response time dan user satisfaction. Hasil penelitian ini menunjukkan bahwa penerapan live chat sebagai pendukung layanan referensi di UPT Perpustakaan Universitas Negeri Malang dikatakan baik meskipun belum optimal. Layanan live chat merupakan wadah yang disediakan pihak Perpustakaan Universitas Negeri Malang untuk menampung pertanyaan terkait layanan informasi mulai dari layanan referensi, layanan keanggotaan, layanan serial, dan sebagainya. Pelayanan dilakukan pada jam operasional perpustakaan yaitu pukul 08.00-16.00 WIB. Pelayanan dilakukan oleh satu admin yang merupakan seorang dosen dan staff TI Perpustakaan Universitas Negeri Malang. Jika ada pesan masuk diatas jam operasional dan offline, maka pesan tidak dibalas oleh admin. Offline massages terjadi apabila admin sedang mengajar, sholat, dan rapat. Faktor pendukung dalam layanan ini adalah kemudahan akses dan aplikasi yang digunakan tidak berbayar. Sedangkan faktor penghambatnya adalah kurangnya admin dan sumber daya manusia (SDM)
English Abstract
This study was conducted based on the development of e-commerce (electronic commerce), which raised live chat application. Live chat application at the early was used for support services in the business of buying and selling of online store. In 2017, the Library of the State University of Malang implemented live chat as a reference service support. How it works was by embedding a chat room into the library's website that could be used by readers to ask questions. The purpose of this study was to determine the implementation of live chat services at the Library of State University of Malang. This study used qualitative research with descriptive approach. The focus in this study referred to the application of live chat as reference services at the Library of State University of Malang. Those study focuses were the chat volume, missed chats and offline messages, first response time and user satisfaction. The results of this study indicated that the implementation of live chat as a support reference service by Library of State University of Malang could be said to be good, even though was not optimal. Live chat service was a service that provided by the Library of State University of Malang to accommodate questions related to information about service reference, membership services, serial service, and so on. The services performed on operating hours of the library was at 08.00am-16.00pm. Services performed by an admin who was a lecturer and Library IT staff of State University of Malang. If there was an incoming message on the operating hours and offline, the message was not returned by the admin. Offline messages occurred when the admin was teaching, prayer, and meetings. Supporting factors in these services was the ease of access and use applications that was free. While the inhibiting factor was the lack of admin and human resources.
| Item Type: | Thesis (Sarjana) |
|---|---|
| Identification Number: | SKR/FIA/2018/607/051808346 |
| Uncontrolled Keywords: | Live Chat, Layanan Perpustakaan, Layanan Referensi Virtual, Layanan Pengguna, Perpustakaan Perguruan Tinggi- Live Chat, Library Services, Virtual Reference Services, User Services, Academic Library |
| Subjects: | 000 Computer science, information and general works > 025 Operations of libraries, archives, information centers > 025.5 Services for users > 025.52 Reference and information services |
| Divisions: | Fakultas Ilmu Administrasi > Ilmu Administrasi Publik / Negara |
| Depositing User: | Sugeng Moelyono |
| Date Deposited: | 09 Jan 2019 02:12 |
| Last Modified: | 25 Oct 2021 06:19 |
| URI: | http://repository.ub.ac.id/id/eprint/162520 |
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