Persepsi pustakawan atas aspek hubungan pesan dalam transaksi referensi Tanya Pustakawan Chat Perpusnas

  • Arief Wicaksono Fakultas Ilmu Komunikasi Universitas Padjadjaran
Keywords: virtual reference service, communication, relationship aspect, chat reference service


Introduction. This paper investigates librarians' perception towards relationships in reference transaction in the context of Ask Librarian at National Library of Indonesia. Aspects dicussed within the relationships include opening and closing ritual, rapport building, and compensation for lack of nonverbal cues. The paper was written using Radford's concept.

Data Collection Methods. The paper used a quantitative approach with descriptive statistics.

Data Analysis. The quantitativa data were converted to qualitative data as an importance index to show the average.

Results and Discussion. Perceptions of the content and relationship aspects are very important. The importance index of the relationship aspect showed significant. Besides, the index of opening ritual, building relationships, and closing rituals also important. The index of compensation for the lack of nonverbal cues showed less important.

Conclusion. The content and relationship aspects are perceived as very important. Relational facilitators are also perceived as important. Compensation for nonverbal cues and humor are perceived as less important. The Radford's concept can be applied in the context of librarians' perceptions of chat reference services in the context of national library in Indonesia. Further research may discuss their topic from the perspectives of content analysis of chat transcripts and users survey.



Carr, C. T. (2021). Computer-mediated communication : a theoretical and practical introduction to online human communication. Rowman & Littlefield.

Cassell, K. A., & Hiremath, U. (2018). Reference and Information Services: an Introduction (4th ed.). ALA-Neil Schuman.

Dempsey, P. R. (2016). Are you a computer?" opening exchanges in virtual reference shape the potential for teaching. College and Research Libraries, 77(4), 455–468.

DeVito, J. A. (2023). The Interpersonal Communication Book (16th ed.). Pearson.

Goffman, E. (1971). Relations in public: microstudies of the public order. Basic Books.

Gurganus, A. S. (2015). Virtual reference in a community college library: Patron use of instant messaging and log-in chat services. Pepperdine University.

Hess, A. K. N. (2014). Web tutorials workflows: How scholarship, institutional experiences, and peer institutions’ practices shaped one academic library’s online learning offerings. New Library World, 115(3/4), 87–101.

Kingsbury, M. (2015). How to smile when they can’t see your face: Rhetorical listening strategies for IM and SMS reference. International Journal of Digital Library Systems, 5(1), 31–44.

Logan, J., & Barrett, K. (2018). How important is communication style in chat reference? Internet Reference Services Quarterly, 23(1–2), 41–57.

Logan, J., Barrett, K., & Pagotto, S. (2019). Dissatisfaction in chat reference users: A transcript analysis study. College & Research Libraries, 80(7), 925–944.

Lund, B. (2020). Communication-based approaches to library reference services: anxiety-uncertainty management as a model for communication breakdowns. Reference Services Review, 48(4), 715–726.

Merikle, P. M., Smilek, D., & Eastwood, J. D. (2001). Perception without awareness: perspectives from cognitive psychology. Cognition, 79(1–2), 115–134.

Owens, T. M. (2013). Communication, face saving, and anxiety at an academic library’s virtual reference service. Internet Reference Services Quarterly, 18(2), 139–168.

Park, J. R., Poole, E., & Li, J. (2022). Stylometric features in librarian’s responses to user queries: implications for user interaction in digital information services. Global Knowledge, Memory and Communication.

Pedoman Penyusunan Survei Kepuasan Masyarakat Unit Penyelenggara Pelayanan Publik, Peraturan Menteri Pendayagunaan Aparatur Negara dan Reformasi, Pub. L. No. 14 (2017).

Perret, R. (2016). Librarian attitudes toward classroom humor. Reference & User Services Quarterly, 55(4), 261-266.

Radford, M. L. (2006). Encountering virtual users: A qualitative investigation of interpersonal communication in chat reference. Journal of the American Society for Information Science and Technology, 57(8), 1046–1059.

Radford, M. L., Costello, L., & Montague, K. E. (2022). “Death of social encounters”: Investigating COVID-19’s initial impact on virtual reference services in academic libraries. Journal of the Association for Information Science and Technology, 73(11), 1594–1607.

Tobias, C. (2015). Profesional competencies for the virtual reference librarian: digital literacy, soft skills, and customer service. In C. Forbes & J. Bowers (Eds.), Rethinking reference for academic librarians (pp. 201–210). Rowman & Littlefield.

VanScoy, A. (2021). Using Q methodology to understand conflicting conceptualizations of reference and information service. Library and Information Science Research, 43(3), 1-10.

Watzlawick, P., Bavelas, J. B., & Jackson, D. D. (1967). Pragmatics of human communication : a study of interactional patterns, pathologies, and paradoxes. W.W. Norton & Company.

Wegener, D. R. (2022). Information literacy: Making asynchronous learning more effective with best practices that include humor. The Journal of Academic Librarianship, 48(1), 1-34.

Wicaksono, A. (2020). Evaluasi awal untuk perilaku pustakawan referensi melalui chat Perpustakaan Nasional RI. Maktabatuna, 2(1), 25–40.

How to Cite
Wicaksono, A. (2024). Persepsi pustakawan atas aspek hubungan pesan dalam transaksi referensi Tanya Pustakawan Chat Perpusnas. Berkala Ilmu Perpustakaan Dan Informasi, 20(1), 1-15.