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"When it comes to virtual reference, one size doesn't fit all. What works in one library won't necessarily work in another. How do you figure out what to do? The recently published Virtual Reference Service Guidelines from the Reference and User Services Association (RUSA), which is reproduced in appendix A, provides the starting point. Kern, a leading virtual reference expert, outlines the tools and decision-making processes that will help you and your library evaluate, tailor, and launch virtual reference services that are a perfect fit for your community and your library."

"Tesis ini membahas budaya organisasi yang direpresentasikan oleh pustakawan dan staf perpustakaan layanan referensi di perpustakaan Kenanga. Penelitian ini menggunakan pendekatan penelitian kualitatif dengan metode etnografi. Dalam penelitian ini pengumpulan data dengan pengamatan langsung dan wawancara di ruang layanan referensi perpustakaan Kenanga. Hasil penelitian mengungkapkan bahwa representasi budaya organisasi yang dilakukan dalam rutinitas sehari-hari di layanan referensi perpustakaan Kenanga adalah penggunaaan teknologi informasi dan komunikasi, penggunaan papan nama di meja kerja, layanan terbaik kepada pengguna dengan menyediakan jasa konsultasi pustakawan untuk pengguna, keterlibatan aktif pustakawan, dan absensi pengguna, kerjasama yang baik diantara staf dan pustakawan, dan pekerjaan yang multitasking. Penelitian ini menyimpulkan bahwa budaya organisasi di layanan referensi perpustakaan Kenanga berdasarkan sembilan nilai Kenanga sebagai identitas bersama di lingkungan Kenanga. Representasi budaya organisasi di layanan referensi perpustakaan Kenanga mencakup nilai kemartabatan, tanggung jawab, dan kebersamaan. Nilai kemartabatan direpresentasikan melalui perilaku pustakawan membantu kesulitan pengguna, pengunaan bahasa yang sopan, pandai berkomunikasi terhadap kelompok pengguna yang beragam. Nilai tanggung jawab direpresentasikan melalui capaian target bekerja, pekerjaan multitasking, dan keaktifan pustakawan. Nilai kebersamaan direpresentasikan dalam perilaku bekerjasama dan kolaborasi antar pustakawan.

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This thesis discusses organizational culture represented by librarians and reference service library staff in the Kenanga library. This study uses qualitative research with ethnographic methods. In this study, conversion of data with direct interviews and interviews in the Kenanga library reference service room. The results revealed that the representation of organizational culture carried out in daily routines in the Kenanga library reference service is the use of information and communication technology, the use of nameplate on the work desk, the best service for users by providing librarian consulting services to users, active librarians, and attendance users, good collaboration between staff and librarians, and multitasking work. This study discusses organizational culture in the Kenanga library reference service based on nine Kenanga values as a shared identity in the Kenanga neighborhood. Representation of organizational culture in the Kenanga library reference service regulates the values of dignity, responsibility, and togetherness. The value of dignity represented through librarian policies helps user problems, use of language that is polite, good at communicating with diverse groups of users. The value of responsibility is represented through the achievement of work targets, multitasking work, and active librarians. The value of togetherness is represented in the training carried out and collaboration between librarians."