Ask Librarian: Penerapan Teknologi Informasi Perpustakaan pada Layanan Referensi di Perpustakaan Umum Asia

Abstract

Reference unit is the core service of the libraries in fulfilling the information needs of their users. As technology develops, reference services are currently switching to virtual to facilitate users in reach their information. The purpose of this research is to review and analyze the actual implementation of the impact of information technology on current library reference services, in Asian continent countries; and to know what are features used in reference services development. The method used is a qualitative approach through literature study. Data were obtained by making virtual visits to public library websites in Asia that have implemented the Ask Librarian reference service. The results show that (1) the impact of technological developments on reference services made it easier for users to ask questions through the Ask Librarian for 24 hours to obtain an information that they needed; and (2) there are five types of virtual reference Services applied that can be used by users, namely: (a) Internet Reference Enquiry Service via email and/ or form; (b) Live-chat; (c) FAQs (Frequently Asked Questions); (d) Links to Other Library Reference Services; and (e) Call the Librarian.