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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."

"ABSTRAKUnited Nations Information Centre (UNIC) menyediakan layanan referensi e-mail. Tujuan dari penelitian ini adalah untuk mengidentifikasi jenis pertanyaan yang sering diajukan penggunan layanan referensi e-mail perpustakaan dan efektivitas dan efisiensi layanan referensi e-mail yang digunakan perpustakaan UNIC dalam memenuhi kebutuhan informasi penggunanya. Metode yang digunakan adalah kuantitatif dan teknik pengumpulan data menggunakan analisis dokumen. Pengguna layanan referensi e-mail perpustakaan UNIC dapat dikategorikan menjadi dua, yaitu pengguna mahasiswa dan non-mahasiswa. Jumlah pengguna layanan referensi e-mail perpustakaan UNIC periode Maret 2014 sampai dengan Maret 2016 berjumlah 45 pengguna. Sedikitnya jumlah e-mail yang masuk memberi gambaran bahwa UNIC dalam memberikan informasi telah menjalani fungsinya sebagai pusat informasi bagi masyarakat sehingga pengguna tidak butuh lagi menghubungi pustakawan untuk menemukan sebuah. Pertanyaan referensi yang diterima melalui e-mail Selama bulan Maret 2014 sampai Maret 2016 adalah sebanyak 45 pertanyaan referensi. Pertanyaan yang sering ditanyakan oleh pengguna adalah pertanyaan research questions. Tidak adanya pertanyaan mengenai bibliographic verification dikarenakan seluruh website UN merupakan sumber yang sudah terpercaya, sehingga apabila ada pengguna yang mencari data langsung dari website resmi UN semua data tersebut adalah orisinil. Layanan referensi e-mail perpustakaan UNIC sudah efektif dan efisien bila dilihat dari parameter pelayanan referensi digital berdasarkan Guidelines for Behavorial Performance of Reference and Information Services Providers tahun 2013 yang diterbitkan RUSA.

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ABSTRACT

United Nations Information Centre (UNIC) provides email reference service. The purpose of this study is to identify the type of the questions that are frequently asked by the e-mail reference service of the library and the effectiveness and efficiency of email reference service that is used in UNIC library in meeting the information needs of its users. The method used is quantitative and using document analysis for the data collection techniques. User's e-mail reference service in UNIC library can be categorized into two, the students and non-students. The number of users that use e-mail reference library of UNIC in the period of March 2014 until March 2016 reached to 45 users. The least amount of incoming emails illustrate that the method that UNIC in providing information has been undergoing its function as an information center for the community, so that users no longer need to find a contact librarian. Reference questions received via e-mail during the month of March 2014 to March 2016 is as much as 45 reference questions. Questions that are frequently asked by users is the question of research questions. The absence of a question about bibliographic verification is because all UN website is a source that is reliable. E-mail reference service in UNIC library are already effective and efficient viewed from the digital reference service parameters based on the Guidelines for Behavorial Performance of Reference and Information Services Providers in 2013, published by RUSA."