Book Delivery Service as STIESIA Surabaya Library Service

Innovation

Dahlia Sri Andini

, Ainur Lailil Fitri

, Endang Fitriyah Mannan

and Muhammad Rifky Nurpratama

Library Studies, Faculty of Vocational Education, Airlangga University, Indonesia

Faculty of Vocational Education, Airlangga University, Indonesia

Keywords: Book Delivery, College Library, Library Service Innovation, STIESIA Surabaya.

Abstract: The development of technology and changes in people's behaviour regarding the need and speed of change

brought to the library, one of them was the STIESIA Surabaya Library through its circulation service. Its

circulation service experienced innovation, namely book delivery service. The book delivery service that

has been implemented has not been fully perfect. Because of constraints, namely the valid service for

lecturers, monotone borrowing on compulsory books only, lack of human resources in managing and

running services as well as lending systems that are still through chat. This article is written with data and

facts obtained through direct observation to the STIESIA Surabaya Library. The disadvantage of this article

is the data on the amount of borrowing from the book delivery service and basic data regarding users,

especially on circulation services. The second disadvantage is the need to carry out comparative book

delivery services.

1 INTRODUCTION

The development of information technology which

is growing rapidly brings changes to various fields

in aspects of life (Suhariono et al., 2022). The

development brought changes to several lifestyles,

especially humans in the world, more specifically

young people in a country starting from adolescence

to early adulthood (Romadhona et al., 2022).

Young people today prefer instant, fast, right

things without the need for high effort to get it. That

applies to their behaviour in finding and finding

information. Regarding information technology

changes that touch various aspects of life and

behaviour of young people who want to be fast,

libraries are affected (Hernoko et al., 2022).

Especially changes to the management of college

libraries, in terms of managing and providing

information to the use of libraries. The hope is that

in addition to information and communication

technology that can accelerate information discovery

for individuals and society, libraries can also move

to balance it (Romadhona, 2022).

Libraries can meet the acceleration needs of

information through its services, one of which is

circulation services (Harisanty, Diba and Layyinah,

2020). Circulation service is one of the core services

of the library because the circulation of services

from librarians can be directly felt by the user.

Service activities on the circulation are quite crucial

because the service is in the library's advance

position so that it can be directly assessed by library

users. In fact, the circulation service is often

regarded as the spearhead or benchmark for the

success of libraries because in this section librarians

and users communicate with each other. Circulation

services provide various types of service programs,

one of which is borrowing books. According

Sjahrial-Pamuntjak (2000) borrowing books is the

activity of distributing library collections, both to be

read in the library or taken out of the library

(Romadhona, Subagyono and Agustin, 2022).

The process of borrowing books that have been

in the library especially in Indonesia, many are still

using manual systems (Subagyono, Chumaida and

Romadhona, 2022). Where borrowing is still done

by writing on a piece of paper or book. Borrowing

with a manual system is still very common in school

libraries in Indonesia. On the other hand, there are

advances in lending systems namely automation

systems. The automation system has been widely

applied in libraries that have large support systems

Andini, D., Fitri, A., Mannan, E. and Nurpratama, M.

Book Delivery Service as STIESIA Surabaya Library Service Innovation.

DOI: 10.5220/0008669500002300

Paper published under CC license (CC BY-NC-ND 4.0)

In Proceedings of the 3rd International Conference on Record and Library: Local Knowledge, Past, Present, and Future (ICRL 2018), pages 149-153

ISBN: 978-989-758-712-2

149

such as university, regional, city to national libraries

in Indonesia. The loan system that has been

automated is carried out with the help of computer

equipment but is still assisted by librarians as loan

operators (Sunyowati et al., 2022). The next

adaptation of the lending system is independent

lending, the independent lending system is still the

same as the automation system but the difference is

without the help of librarians or carried out by the

lenders who want to borrow themselves

(Romadhona, 2020).

Circulation services that spearheaded the library,

the field has also begun to develop and began to

renew the increasingly modern lending system that

suits the needs of users. One library that has

developed circulation services, especially in terms of

borrowing books, namely the STIESIA Library,

which is in Surabaya. The unique circulation service

program in the STIESIA library is book delivery.

This book delivery is expected to be an innovation in

the field of library circulation services in Indonesia,

which has been adopted by the STIESIA library.

2 RESEARCH METHOD

The method used will be in writing this observation

method. Observation is a way of collecting data by

observation directly and systematically recording the

object to be studied. Observations were carried out

by researchers by means of observation and

recording regarding the implementation of

circulation service activities, especially book

delivery services at the STIESIA Surabaya Library.

3 RESULTS AND DISCUSSION

Information and communication technology that has

developed during the digital era is now rapidly

becoming the main choice of society both for daily

activities and to fulfil needs, one of which is the

need for information to knowledge. Even

information and communication technology are a

means and reference for the community to obtain

information and knowledge. In the use of

information technology, it has gradually brought

about a cultural shift, one of which is the interest in

reading and writing. Where the area of cultural

development and interest in reading and writing is at

the core of the objectives of the education and

service sector, one of which is the library.

Each library has a variety of ways to attract

reading interest and visits to the library, the services

provided begin to be adjusted to the characteristics

of the users themselves. For example, the Indonesian

Economics College Surabaya Library (STIESIA) is

a service facility owned by the Indonesian Institute

of Economics Surabaya (STIESIA) which has the

duty to manage, service and carry out library

materials used to support the sustainability of the

activities of their academic community. The library

of the Indonesian Economics College Surabaya

(STIESIA) has the aim of being able to meet the

information needs needed by the academic

community as well as those outside the campus who

want to find information.

Of course, the STIESIA library is equipped with

sharing services for users. Services which are the

core services are circulation services. Istiana (2013)

Services circulation commonly referred to as loan

services and return of library collections. Where on

circulation services, users can use collections by

borrowing, so it is logical that the more collection

collections can be said that the existing collections

are used properly, and the existing collections have

beneficial value for borrowers. Another definition of

circulation service disclosed by Hardiningtyas

(2014) that circulation services is the circulation of

collections owned by the library through the

borrowing process and the rules that follow it. Not

only that, the definition of circulation services

according to Sinaga (2011) is a service that includes

loan services, returns, and sanctions, billing,

notification of library regulations and free lending

services. It can be concluded that circulation

services are services that provide the process of

utilizing books starting from loans to returns, as well

as the rules and provisions that apply. Circulation

services certainly have rules and conditions of

service, the STIESIA library circulation service has

rules for borrowing collections of books which have

a maximum limit of the number of loans of a

maximum of 4 (four) copies within a one-week loan

period and can only renew twice.

Services and regulations that already exist and

are enforced, are not a guarantee to be able to use

the library properly. The STIESIA library

experiences general and global problems, namely its

visitors, who in fact young students prefer to use the

online world from search engines, websites, etc.

Based on this phenomenon, the STIESIA library has

the initiative in the form of innovation in the field of

circulation services. This innovation is certainly not

the first time in the world of libraries, which have

been carried out by libraries outside Indonesia. The

ICRL 2018 - 3rd International Conference on Record and Library

150

innovation is book delivery, the mention of these

services is not only book delivery but there are other

names such as delivery orders, as well as messaging

services between books. According to Hardiningtyas

(2014) a service such as book delivery is a book

lending service that is carried out by delivering

collections to the residence of the visitors.

According to Muslim (2016) the book-delivery

service is a form of effort to "pick up the ball" to the

public or users who have limited leisure time,

physical limitations, and so on. Based on the notion

of the concept of book delivery, the service is

conceptually also included in the concept of positive

information services stated by Gamble and

Easingwood (2000) that positive information

services include services that are able to provide

personal assistance to users, extensive assistance,

assistance that cares about the current situation,

including individuals or groups.

It can be said that the separate book delivery is a

loan service for the desired book without having to

come to the library. Book delivery can be used by

users, by contacting to confirm the availability of

books is or is being borrowed. Contacting and

confirming long distance can only be done through a

chat text message to the contact number provided.

The continuation of the service process, which is

ordered by electronic messages, will be processed by

the librarian and the lending process is carried out by

librarians without users coming to the library. Books

ordered and borrowed will immediately go through

the shipping process, books will be sent according to

the style requested by the user.

This book delivery service is not only in the

STIESIA library, there are several libraries in

Indonesia that have implemented it. The first

comparative example is the Republic of Indonesia

KPK library. In the KPK RI library, they named the

book delivery service as Cekatan. Based on Nfila

and Darko‐Ampem (2002) writing, the loan process

includes searching collections through an online

catalogue, confirming to librarians via email and

finally sending books. The process is in fact no

different from the book delivery service process that

belongs to the STIESIA library, where the loan is

still semi-manual in the sense that it is still via

telephone, email or short message to the librarian at

the place. It is quite different from similar services,

which are called inter-message messaging services

at the Bank Indonesia Representative Office of West

Sumatra Province (KPwBI). Message-services

between KPwBI West Sumatra Province libraries

are quite a step ahead. A step further applied by the

KPwBI West Sumatra Province library is a

collection that can be borrowed by message not only

by book but also by borrowing CDs, papers and

reference collections. Not only that, another

advantage of messaging service is that ordering to

borrow collections through a separate application

system is no longer just a telephone, short message

or e-mail. The special application for borrowing

messages belonging to the library of KPwBI

Province of West Sumatra is the cyber library.

According to Olnasvi and Desriyeni (2016) cyber

library belonging to KPwBI West Sumatra Province

library is an information technology library

application system for Bank Indonesia to be used to

assist the management of the Bank Indonesia Office

of Representative Office of West Sumatra Province

and as a means for visitors to access library

collections, utilize facilities provided, and to interact

with librarians.

This book delivery service belonging to the

STIESIA library is relatively new compared to

similar services owned by other libraries in

Indonesia, especially overseas, and certainly still has

disadvantages. The obvious disadvantage identified

first is that the service is useful and specifically

intended for lecturers at the Indonesian Economics

Institute of Surabaya.

Service limitations that are only intended for

lecturers, can be considered very limited and do not

represent the entire library in a university library.

That is because, it can be described that most library

visitors at a university library are students. Even in

number, students are more dominant than lecturers.

Therefore, the solution to the target limitations of the

STIESIA Library book delivery service is by

collaborating with study programs, student activity

units or off-campus communities, so that collections

can be delivered more maximally, effectively and

efficiently rather than only accepting book

borrowing books individually.

Besides that, there are also various obstacles that

have been experienced during the book delivery

service, that is, starting from the librarians who work

in this service, there are only a limited number,

namely only one person. The very small number of

librarians has caused many requests to be hampered,

especially in the delivery of books ordered, even

though users of these services have experienced an

increase especially during the exam and

accreditation period, causing book delivery services

to be not optimal because orders have accumulated

and there are no resources serving to deliver the

book to the customer's address. The solution to the

constraints of limited resources is that many libraries

empower apprenticeship human resources, namely

Book Delivery Service as STIESIA Surabaya Library Service Innovation

151

students. Different if it is specifically for delivering

orders, it can empower technical human resources

who are not librarians but library employees.

On the other hand, there are also obstacles

caused by the user himself. Constraints caused by

users are inaccuracies in returning borrowed books

to delay. There are many delays, preventing other

users from ordering, especially in the same book

title. The solution to the constraints of delays, can be

added to sanctions for example if there is a delay in

the return of the results of delivery loans, it is not

allowed to use delivery services for several weeks.

There is also an obstacle that the books ordered

are mostly books that are needed by many other

users because the books that are mostly ordered are

mandatory reading books, while others are followed

, namely the stock of collections owned by the

library is also limited. The solution to the problem of

monotonous book borrowing, can be solved by

adding collection options that can be borrowed as

has been done by the KPwBI West Sumatra

Province library, such as CDs, papers, and reference

collections. Another solution to the problem of

monotonous book borrowing is that libraries can try

to develop collections in general subjects, popular

and entertainment so that borrowing books through

delivery services is not monotonous to my

compulsory customers or in other words more

varied, and borrowing does not accumulate only at

times student exam only.

Another solution for the development of the

service book delivery library STIESIA Surabaya

could be modelled on the delivery service that has

made the library KPwBI West Sumatra province, by

starting to develop a system application specific

libraries for borrowing delivery or borrowing

delivery can be combined with the application

system library circulation service in place with

additional features for bookings from the user, so

that ordering the book is no longer through chat or a

telephone that feels half or not fully automated.

STIESIA Library book service delivery Surabaya

that has been applied has been described based on

the obstacles identified. Therefore, evaluation is

needed to achieve ideal service. According to Rao

(1994) that the service of sending messages between

collections is basically arranged to meet the needs

and expectations of users. In addition, the

environment in which the service transaction takes

place, the behaviour of the staff, and morale of staff

is recorded as an essential element of quality service.

Rao (1994) summarizes the quality services that

include services capable of identifying user needs

and expectations; identify staff behaviour and

communication skills; identify service environment;

and identifying staff morale and workload.

Library book service delivery Surabaya STIESIA

nice and the innovations for the library to pick up

the user, versatile instant balance the needs of the

community, and to keep pace with technology and

serve information in providing information to

individuals. But on the other hand, it is necessary to

note that book delivery services cannot be

spearheaded forever or cannot be considered as a

long-term solution for libraries to face the times.

This is because the service is feared to be a

boomerang for libraries. As a result, there are fewer

and fewer visitors to the library, because they are

complacent and too comfortable with delivery

services so that the services and facilities in the

library are not maximally utilized. On the other

hand, the cost of library budgets can swell not in its

place, meaning that the costs incurred are not

intended to improve other services, develop other

service innovations or develop library facilities but

rather swell the cost of transporting books and book

couriers. So, from that another solution is to balance

book delivery services, for example an increase in

activities that can invite visitors to come directly to

the library such as book bazaars, book fairs, book

reviews, film surgery etc.

4 CONCLUSIONS

Development and implementation of book delivery

services in the STIESIA library it is based on rapid

growth the development of information technology

so that it can be considered as an innovation for the

STIESIA library to pick up users, and serve the

users to the maximum, helping users to borrow

books but it can be done without directly going to

the library.

But the book delivery service that has been

implemented is still experiencing obstacles and the

need for further evaluation to optimize the service.

So far, the constraints found such as are still limited

to lecturers, can be evaluated more actively by

conducting book delivery to study programs, student

or community activity units. Monotonous book

shortages and shortages of human resources can also

be evaluated by adding books to more popular

subjects and then assigning technical HR or library

staff to deliver delivery. The obstacle which is also

quite crucial is that the lending system, which is still

through ordering via chat, can be evaluated through

the application of a library application system.

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Once again, the book delivery service in the

STIESIA library has become an innovation. But on

the other hand, it does not mean that there will be

excessive dependence on the service because it will

backfire. This is since there will be a lot of

borrowing via delivery rather than direct lending,

and it is feared that it will reduce library visits and

impact other services in the library. The solution is

to be balanced with a visitor library program to visit

such as bazaars, book fairs, book reviews, etc

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