ABSTRACT
Technological developments in the information age have transformed the face of library services, one of which is the reference services. The transformation is from a direct communication (face to face) to an online communication (virtual reference services). This transformation also affects the reference services at Bina Nusantara University library to meet its users’ needs. Changes have been implemented from the beginning of 2009 until now in separate locations. Bina Nusantara University has campuses in three different locations with different online reference services. The purpose of this research is to analyse the transformation process and the effects it has on library users. The objective is to analyse the process of interactions between the librarians and the users following the transformation of library reference services at Bina Nusantara University library. The method incorporates a documentation study, observations, and interviews using a qualitative descriptive approach. The finding of this study shows that technology plays an important role in the transformation of reference services.
