Library Excellent Services for Millenial Generation

Library Excellent Services

for Millenial Generation

Writer:

Hendrikus Franz Josef, M.Si

Regional Library and Archive Office of Yogyakarta Special Region

2019

Abstract

The library is a source of information, the library is a chain of past historical circuits, as a basis for the present and is a guide in planning and realizing a better future. Library and Information Technology like links that are interrelated, inseparable from one another. Library development aims to open the widest possible access to information that has even been published. The greater the reach and information that can be served to the community, the greater the role of the library in educating the community. The role of libraries that implement information technology must be able to meet the demands of the generation millennial. The use of information technology in the Library in an effective and targeted manner, becomes the basic capital in realizing excellent service for the millennial generation. Paradigm is a fundamental view of what is the subject of matter of a branch of science. The current library paradigm has shifted towards the millennial generation. Millennials is the short name of generation Y, which is a generation where the user behaves as someone who is hungry for science. The paradigm of the millennial generation library is characterized by a learning society that always interacts with the internet wherever and whenever it requires information. So library services that are still “old school” must improve and must be able to accommodate changes in people's behavior in access to information. The progress of science and technology, the library must always look for ways to use the latest information technology innovations so that the quality of services continues to increase. Library users who are always in contact with technological equipment are often termed the generation of gadgets.

Preface

The development of information technology has influenced many aspects of human life. Likewise, with libraries that have taken a lot of action and have given a positive role in educating the life of the nation. In line with the development of Information technology, library managers should continue to strive to improve the quality of their human resources to be able to master information technology which ultimately can be applied to the interests of users. Improving the quality of human resources is the right step so that the competence of library managers increases significantly, according to the demands of the times, and the demands of professionalism, which ultimately can provide excellent service for the millennial generation. Excellent service is a keyword that becomes a benchmark for the success of a library.

The accessing information, the completeness of information sources in printed and digital forms, as well as friendly, polite, courteous, fast, precise and responsive services are the characteristics of excellent service which is currently a demand of the millennial generation. Excellent service is able to give a good and deep impression to the millennial generation. To create excellent service is certainly not easy. It takes a process of learning, experience, research, study and input from various parties. All relevant stakeholders must cooperate with each other to create excellent service. One form of activity that supports prime services is writing articles that aim to capture ideas, valuable ideas for the development of the Library.

Part I

Who is the Millennial Generation?

Millennials generation are young people who are very smart and responsive to technological progress. More than 74 percent of Americans are classified as millennial, they are between the ages of 8-29. Commonly known as the millennial or generation Y. This represented a shift in workers between generation X towards generation Y. This generation has brought cultural change to the company. According to Stan Smith, national director Giant Deloitte said that the millennial is team-oriented, able to overcome big challenges and care for leaders and will work hard for someone who teaches them. Deloitte emphasizes the middle managers to offer flexible schedules for their team members, and Google designs their organizational structure where the highest structure is occupied by new millennial generations for the progress of the company. According to Lynne Lancaster, a labor consultant, millennial are a generation that is able to work hard. They are also parties who want to learn and have the ability to quickly digest information. Having millennial employees in a company is a very valuable asset.

Millennial is another name for generation Y. A generation where they behave as someone who is hungry for knowledge. Always ask questions after questions. This has given the company many opportunities to hone the millennial generation. The disadvantage of the millennials is that they will quickly leave the company if they judge the company you have does not offer a good opportunity to work. One way to hold the millennials in office is to tie them up with a contract where they will be trained to be someone who is tough and don't forget to always compensate according to what they have done for the company.

The millennial name for this generation was coined by writers named William Strauss and Neil Howe. The presence of the millennial generation greatly affects the media of communication and the use of world digital technology. They also grow with different characteristics from the previous generation, Gen-X. Here are the characteristics of the millennial generation in general.

1. Very sensitive to the advancement of digital media and technology.

Millennials live in an era of very rapid technological progress. Those born in this age was very familiar with information technology. They have the ability to keep up with the times and technology well. They can get to know the world with gadgets in their hands. They know quickly various information from around the world easily.

2. Instant lifestyle.

An easy and instant lifestyle has become the characteristics of the most common millennial generation. Thanks to the existing technology, they can fulfill their needs with one access. All needs such as shopping lists, food, transportation, bill payments, drugs and almost all of this generation's needs can be fulfilled with one access, namely through the gadgets it has. Everything is instant, and they don't need to spend time and energy to get all their needs.

3. More critical in addressing new information.

This generation will not receive information by accepting it raw. He is more critical of all information he can. He will look for more about a story and check the truth.

4. Like new things and new experiences.

Those born to this generation are classified as new challenges and things. They will be very enthusiastic about various changes. Traveling to places that have not been covered and hunting food and restaurants with a new and unique menu is the favorite of the millennial generation. Creating an interesting idea and new opportunities is also a talent for those who belong to the millennial generation.

5. They Must have an account on social media.

Having social media has become a necessity for these millennial s. Social media is a multi functional place for them. Starting from connecting to communication, getting various information to where they try to find income by selling online.

6. Has consumptive and productive qualities.

The consumptive nature of new goods is the most visible characteristic of the millennial generation. The way to shop online with one click in your hand is one of the main triggers for their consumptive nature. The consumptive lifestyles because they buy goods are no longer due to necessity, but because of the desire to have products that are trending among this generation. Even though they are very aware of the dangers of wasteful life but ignore tips on managing household finances. On the other hand, most of these generations are also classified as productive. They are able to produce new innovations and are born into successful entrepreneurs with their creative ideas. They are able to create something unique of high value.

7. The gadget is the most important thing.

Gadgets cannot be separated from themselves. Just one day without a gadget will make them dizzy. You could say they are dependent on gadgets. They also always want to have the latest gadget, so they don't miss it. They will also look for many things they want from the gadget. Starting from the latest films, the latest songs, recipes, make up tutorials, as a way of looking attractive, healthy lifestyle tips to other tutorials. In other words gadgets are like a window to the world for them.

8. More expressive and brave.

The other characteristics of the millennial generation are that they are more able to express themselves. He is free in expressing opinions and is also free to explore their talents. They are also more courageous in showing themselves to get rights and channel their wishes.

9. Individual.

We can see wherever we go, young people are busy with their respective activities. More concerned with the gadget they hold. They become less concerned with the surrounding environment. They also don't care about the parents who are next to them.

10. Always updated.

This generation is always updated and gets various information from current events quickly. This is because they always share all information and news that is obtained quickly through media accounts. Of the 10 characteristics of the millennial generation above, we may also be included and become part of the millennial generation. Being responsive to the latest technology and also has a negative side if it is in the hands of young people who are not old enough.

Part II

Excellent Services Based on InformationmTechnology

The word prime has a literal meaning 'the best'. Excellent service is defined as the best service which can be provided by service providers to the community. This 'best' measure is very relative, and is usually associated with Prime service standards. Excellent service is divided into Three levels, that is:

1. Services that are considered the best by Government institutions that do

not yet have excellent service standards. Such an institution has an

obligation to immediately develop excellent service standards.

2. Services that are in line with excellent service standards, for Government

agencies that a already have excellent service standards.

3. Breakthrough services that are able to exceed the requirements of excellent

service standards, for Government agencies whose service levels have

routinely been able to meet their excellent service standards. Institutions

such as these are required to renew excellent service standards to

accommodate the breakthrough efforts that have already begun.

The definition of understanding above is from the point of view of the Government as a provider of public services. But society has its own size. A service is said to be the best if it can fulfill a sense of user satisfaction. Satisfaction is achieved if the service users receive can exceed what users expect.

These two measures can give each other a negation. A service that has been declared best by the service provider may still not be able to satisfy the library user, because the service provider does not recognize the user's expectations. Or conversely a service can meet user expectations but actually service providers can still do even better because they have more sophisticated knowledge, technology and facilities. Thus, the two kinds of measurements must be integrated. So a service can be said to be excellent service if the design and procedures comply with several principles, namely prioritizing users, an effective and efficient system, serving sincerely, making continuous improvements and empowering users.

The invention of the internet is a United States of America military communication technology that aims to send and receive information so that it is faster, more mass, more efficient and easier to store. Meanwhile, according to Onno W. Purbo Information Technology is a very effective tool for someone, an institution or a country. In national policy, Information Technology is key in two ways: process efficiency and winning the competition.

Based on this, the librarian should understand and master information technology. In addition, librarians and library managers should establish a network of information wells, effectively and efficiently, so there is no gap in understanding and mastery of information technology among fellow managers and librarians. That way, communication between fellow librarians, will be able to improve the progress of services, information retrieval, and the quality of education. Recognized or not, the current library network is still weak, librarian mastery of information technology is still very diverse. There are those who have gone far ahead mastering information technology, some are lagging far behind, even there are still many librarians who do not have E-mail. There are still many who think working in a library does not have to be smart, as long as it is important to be shelving and serving users.

The paradigm of negative library should be abandoned and thrown away. The library must be a comfortable and pleasant place for everyone who wants to dig up information. To connect the interests between users and librarians, and among fellow librarians, inevitably, librarians must understand and master information technology. However, the current conditions are not yet quite encouraging, where many librarians do not yet know and understand information technology. This will certainly be an obstacle in giving satisfaction to users in accessing information precisely, quickly and accurately. Moreover, at this time a millennial generation has emerged which demands the advancement of information technology. So. it is clear that information technology is a vital need that must be understood and mastered by every librarian, in an effort to provide excellent service for millennial users.

Now Librarians mustmaster information technology, Librarians must have the courage to make breakthroughs in the field of information technology which will ultimately lead to service and user satisfaction. But what kind of breakthrough should a librarian do? This is still a question mark, even librarians often feel confused. On the one hand, it is demanded to make a breakthrough, but on the other hand there are restrictions that impede the use of information technology. Another problem is the lack of the discipline of librarians, for example, there are still librarians who are not ashamed of smoking in open spaces and seen by library users. This is certainly a bad image for librarians, there are still librarians who are reluctant to provide friendly and courteous services to users, there are still librarians who are not shy about using computers to play online gamesor offline games in open spaces seen by users.

So there are many officers who mis use information technology facilities, the existing facilities should be used to develop their potential, improve performance and competence. With such conditions, of course, the library's vision and mission will never be realized, because the use of information technology is not appropriate and not on target. One other important issue related to excellent service, namely there is no library that dares to provide services with the motto "fastest, cheapest, best and most welcoming." The motto is the principle of excellent service. So, as users, for the time being they must be satisfied with improved services, without clear service standards that can satisfy users.

Now it's time as a professional librarian, brave to make a breakthrough in the field of information technology with the aim of improving services or providing excellent service for users. There needs to be a commitment from the leadership to the ranks of service officers to provide the "best, fastest, cheapest, most friendly" so that users are very satisfied in terms of finding information.

Librarian motivation to provide excellent service needs to be improved. Because with this motivation, librarians will be interested in working with full responsibility, discipline, dedication, loyalty and creativity that can ultimately increase productivity and provide the best service for users. existing weaknesses. Improvements are needed in all lines with various efforts that should be made including:

1. fixing shortcomings and changes in library service hours opening and

adding library open days in a week; library opening hours should be from

8.00am to 20pm, and open from monday to sunday; This can be a

motivation for users to come to the library outside of school hours at school

or campus;

2. Increased internet bandwidth, so that users can easily and quickly access

the internet, but there are still settings that prohibited sites, not be

accessed;

3. The library cooperates with libraries in national and international scope.

This is important to improve the quality of service and is one component to

realize excellent service. Because, with the formation of the network of

cooperation, means that user access to information what he needs will be

more extensive. User satisfaction is a tangible manifestation of excellent

service;

4, Studies need to be done relating to the ratio of visitors and the number of

library book collections, bearing in mind that many users prefer to access

books or journals or other information via the internet;

5. Librarians in charge of service must be able to provide services to users

with friendliness, courtesy, courtesy and smiles; There must be a clear and

transparent monitoring system. Commitment that employees must always

prioritize the interests of users must continue to be applied;

6. Improvement of formal and non formal education. With the improvement of

this education, it is expected that librarians who master information

technology will provide and apply information technology that is beneficial

to their career interests as well as to the interests of users;

7. Strived in every field there is a clear standard procedure for activities,

especially in the service department, the commitment to provide excellent

service must be stated in a clear and precise standard of operating

procedures;

8. Strived to create a conducive work atmosphere. This is important for

creating good performance. The atmosphere of the room should be cool,

smoke-free with supporting facilities, this is believed to affect the

psychological staff in providing services. If the work atmosphere is

supportive, equipped with adequate facilities, there will certainly be no

reason for officers to ignore users;

9. Striving for a clear and clear reward and punishment system. This

encourages every individual to do their best and is ashamed to do

despicable things that can harm the library, because there is a risk that

must be paid if doing the wrongful behavior;

10. It is necessary to evaluate the results of the work every month. In this

case the user can provide input through the suggestion box, what`s up

(WA), SMS, E-mail or questionnaire regarding library services. This is

important to measure the extent of the quality of libraries in providing

services for users;

11.Need to do more in-depth research on aspects of service. This step needs

to be done in order to find out and correct existing deficiencies, so that

excellent service can be realized;

12. Cleanliness, beauty, order and security must always be maintained. This

is an indicator of excellent service. With a clean, beautiful, orderly, safe

and comfortable atmosphere of course users will feel comfortable and

satisfied looking information in the Library.

13. The need to provide adequate complementary facilities for users, such as

toilets, cafes and places of worship, which are clean and comfortable,

these facilities become an attraction for users and an important part of

excellent service. Let a deep positive impression be planted in the mind of

the user.

Conclusion

The development of information technology has been so rapid, but the benefits are not optimal can be felt by library users. Recognized or not, the mastery of librarians in the field of information technology has a very important role in providing library services. A mature, wise strategy for mastering and implementing information technology is needed so that it is beneficial for library users by minimizing the negative impact of the use of information technology. For this reason, suggestions that can be made include: the Library Chair should make a program for the development of information technology. This is important and will have a positive impact on the interests of users; The need for training for library managers and librarians regarding excellent service for millennial; Librarians must continue to learn in order to understand and master information technology by training in libraries that are more advanced and can provide information technology development facilities; There should be a special allocation of funds for the development of Information Technology, this is important because the development of information technology does require special funds for the purchase of software and hardware that is the basis for the application and development of information technology; there is a comparative study program for librarians to places or countries that have advanced information technology. With the comparative study, it is expected that motivation to develop and apply information technology will be encouraged so that librarians are able to do the best for their careers and users; The need to anticipate the negative impacts of the development of information technology, with information filtering systems. With a strong spirit, with a solid and strong capital of information technology mastery of all library managers and a willingness to apply information technology for the benefit of Millennial generation users, it will be excellent service.

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