PUSTAKAWAN REFERENSI

&
LAYANAN REFERENSI DLM
SITUASI SULIT
Layanan dengan antrian yang banyak
Menghadapi kekecewaan pengguna
 PERANAN PUSTAKAWAN REFERENSI

• Reference librarians recommend, interpret, evaluate, and/or use information

resources to help patrons with specific information needs. ... In small libraries all
librarians may be called upon to perform reference duties; in large and/or
academic libraries reference services may be highly
• People who grow into excellent reference librarians are born with, or develop
early, an insatiable curiosity about everything they encounter. They have an
abiding interest in people and their stories, a quality, which enhances their ability
to relate to diverse populations and experiences.
• A librarian is in charge of collecting, organizing, and issuing library resources
such as books, films, and audio files. They work in a range of settings including
public libraries, schools, and museums. Their duties include issuing resources,
cataloging books, and conducting regular audits.
.........................................PERANAN PUSTAKAWAN REFERENSI

• Reference librarians need a master's degree in library science, information

studies or library and information studies. Librarians with a master's from a
program accredited through the American Library Association might enjoy
better employment prospects than holders of degrees from non-accredited
schools.
• Find another word for librarian. In this page you can discover 18 synonyms,
antonyms, idiomatic expressions, and related words for librarian, like:
bibliothecary, bibliognost, custodian, bibliothec, bibliosoph, officer in charge
of the library, administrator, keeper, caretaker, curator and cataloger.
• There are three main types of reference assistance: Assistance or instruction
with using the library, including locating materials, using the library catalog,
using computers to access information, and using basic reference sources.
 COMPETENCIES FOR EXCELLENCE REFERENCE LIBRARIAN.

• BASIC KNOWLEDGE OF INFORMATION RESOURCES

 Continually builds upon basic knowledge of information resources
 Develops areas of specialization
 Demonstrates awareness of library-system resources
 Demonstrates awareness of library-system resources

• SKILL IN CONDUCTING REFERENCE INTERVIEWS

• Assesses customers’ requirements and abilities, and appropriately identifies materials,
databases and Web sites to match their needs.
• Uses SMART skills (welcoming behaviors, techniques to identify patron needs, and follow
through) in every reference transaction.
• Applies this model to all reference transactions regardless of venue, including in-person,
telephone, e-mail and real-time chat.
• Demonstrates sensitivity to diverse populations with varying needs
 ……………………………………………COMPETENCIES FOR EXCELLENCE
REFERENCE LIBRARIAN

• PROFESSIONAL SEARCH SKILLS

• Capable of finding and evaluating the information resources best suited for answering specific questions
in a variety of subject areas.
• Understands the structure and organization of information in a variety of disciplines and formats.
• Expertly searches catalogs, databases and Internet sources
•

• KOWLEDGE OF POLICIES, PROCEDURES, ETHICS AND ISSUES

• Maintains current awareness of professional issues impacting libraries.
• Demonstrates knowledge of library policies, procedures and service standards.
• Proactively defends free access to information and effectively resolves challenges to intellectual
freedom.
• Maintains confidentiality of patrons.
 ……………………………………………COMPETENCIES FOR EXCELLENCE
REFERENCE LIBRARIAN

• TECHNOLOGY SKILLS
• Continually develops skills in using technological tools.
• Finds ways to remove technological barriers and facilitates information access for patrons.
• Uses technology to contribute to value-added products,
• Functions creatively in a Web-based environment.

• COMMUNICATION SKILLS
• Uses effective team process skills to develop and achieve organizational goals, and to work
collaboratively with all levels of library staff.
• Communicates openly, directly, clearly, and respectfully with customers and colleagues.
• Demonstrates active listening skills with customers and colleagues.
• Focuses on solutions, rather than problems.
……………………………………………………………..COMPETENCIES FOR
EXCELLENCE REFERENCE LIBRARIAN.

• READERS’ ADVISOR

• Reads in a variety of fields and genres.

• Develops and practices readers’ advisory skills to promote reading for every age and reading level.

• TEACHING AND PRESENTATION SKILLS

• Develops and practices readers’ advisory skills to promote reading for every age and reading level.

• Increases awareness of the role of libraries and librarians in information literacy.

• Comfortably presents information in a clear and engaging manner, in dealing with customers one-on-one
or groups, in formal and informal settings.

• Uses a variety of presentation techniques to convey information to people with different learning styles.
……………………………………………………………..COMPETENCIES FOR
EXCELLENCE REFERENCE LIBRARIAN.

• CUSTOMER SERVICE
• Proactively seeks ways to enhance the library experience for users.
• Applies knowledge of various developmental stages of life in serving customers.
• Adds value to reference services.
• COMMITMENT TO LIFE-LONG LEARNING
• Anticipates and manages change effectively.
• Pursues learning opportunities, personally or through formal training.
• Actively participates in the professional community.
• Remains knowledgeable in current events and popular culture.
• Is flexible, adapting to new situations, systems, tools.
 Layanan dengan Antrian yg Banyak

• Kadang-kadang seorang pustakawan layanan rujukan menghadapi situasi yang sibuk. Salah
satu contoh situasi yang mungkin dihadapi pustakawan referensi adalah situasi antrian
yang banyak (dimana lebih dari satu orang pemustaka masing-masing
berharap/menginginkan untuk mendapatkan layanan dari pustakawan terhadap apa yg
mereka butuhkan).
• Setidaknya ada tiga jenis layanan referensi yang hampir pasti dihadapi pustakawan layanan
referensi dalam melaksanakan tugasnya:
• Pertama Layanan in-person. Yaitu layanan langsung yg dihadapi pustakawan secara
fisik atau face to face
• Kedua, Layanan tidak langsung melalui panggilan telepon (telephone call). Yaitu
layanan yg dilakukan dengan menggunakan media telepon (audio phone/video phone).
• Ketiga Layanan tidak langsung via pesan singkat (instant messaging) . Yaitu layanan
yang dilakukan dengan menggunakan media social network seperti sms, wa,
Instagram, telegram, face book, email dan lain sebagainya
 Beberapa situasi yang mempersulit layanan referensi

• Beberapa situasi yang memungkinkan Pustakawan layanan referensi

mengalami kesulitan dalam memberi layanannya diantaranya adalah
ketika mengalami situasi seperti berikut:
1. Banyaknya permintaan layanan berupa langsung dari para pemustaka (in-person) dengan
ditandai adanya antrian yang banyak (panjang) di depan meja layanan referenesi.
2. Banyaknya permintaan layanan langsung (in-person) dan tidak langsung (telepon call &
instant message) dalam waktu yang bersamaan.
3. Ketika dituntut untuk memilih dalam melayani jenis 2 pemustaka antara orang biasa
dengan pemustaka yang merupakan orang yang dianggap atau dikenal luas sebagai orang
penting (sprt; temannya, dosennya, pejabat, pimpinannya, tokoh masyarakat dan lan
sebagainya)

• .
 Menyikapi Pernyataan Refleks/Spontan Pemustaka
• Kadang ada beberapa pernyataan pemustaka yang refleks/spontan yang
seringkali mempengaruhi perasaan yang tidak nyaman bagi pustakawan
dan bisa jadi hal tersebut dapat mempengaruhi pustakawan dalam
memberikan layanannya.
• Adalah suatu hal biasa dalam menghadapi pemustaka, bahwa
pustakawan bisa jadi suatu saat akan menghadapi perilaku pemustaka
yang tidak menyenangkan.
• Meskipun demikian pustakawan harus tetap dituntut untuk tetap
menahan diri jangan terpancing emosi atau tersinggung dengan
beragam pernyataan pemustaka yang mungkin dapat mempengaruhi
performa (kinerja) mereka dalam memberikan layanan referensi.
Beberapa situasi yang membuat pemustaka menyatakan
kepada pustakawan sesuatu yg tidak nyaman
• Tidak jarang pemustaka akan menyatakan sesuatu yang menyakitkan
kepada pustakawan ketika diantaranya mereka mengalami hal-hal berikut:
1. Buku yang pemustaka inginkan sering kali tidak dapat dia peroleh
karena mungkin sudah terlebih dahulu dipinjam orang lain atau
tidak berada pada tempatnya dan pustakawan tidak dapat
memberikan solusinya.
2. Ketika pemustaka menganggapnya bahwa kebijakan perpustakaan
dinilai terlalu kaku (rigid) atau tidak fleksibel.
3. Ketika mereka mengalami sanksi terhadap keterlambatan yang
dilakukannya.
4. Ketika mendapatkan sarana OPAC dalam keadaan rusak.