Keterampilan Komunikasi Interpersonal Pustakawan dalam Melayani Pemustaka di Perpustakaan Soeman HS

Abstract

The aim of this research is to know the interpersonal communication skills of librarians towards users at the library Soeman HS Riau using interpersonal communication indicators from De Vito's theory, namely; openness, empathy, support, positive attitude, and equality. This research is qualitative research and data collection techniques were carried out through observation and interviews. Interviews were conducted with 10 users. Data collection techniques used were by interviewing, observing, and taking documentation while data analysis used data reduction, data presentation, and drawing conclusions. Research Results from 5 indicators of interpersonal communication: Openness between librarians and users, namely by conveying information in a friendly manner and accepting users’ input and following up on that input. Librarians' empathy for users was not implemented enough. The lack of attention and initiative was from librarians towards users who were confused about finding books on the shelves or on the website opac. The supportive attitude provided by librarians to users was by offering various services and facilities available at the Soeman HS Riau library. The positive attitude of librarians was by giving praise to users who helped other users used OPAC, but there were still some librarians who were less friendly towards users. Equality of librarians toward users was demonstrated by not discriminating among theusers they served in terms of status, gender, position or social level