International Conference on Library and Information Science

(1)

PROCEEDING

International Conference on

Library and Information Science

1 st

2018

UPI PRESS

INDONESIA UNIVERSITY OF EDUCATION

DEPARTMENT CURRICULUM AND EDUCATIONAL TECHNOLOGY STUDY PROGRAM LIBRARY AND INFORMATION SCIENCE

Hotel Harris Convention Center

November 7, 2018, Bandung

(2)

PROCEEDING

The 1 st INTERNATIONAL CONFERENCE ON LIBRARY AND INFORMATION SCIENCE

Study Program of Library and Information Science of The Faculty of Education Science

Advisory Board : Prof. Dr. H. Asep Kadarohman, M.Pd.

: Dr. H. M. Solehudin, M.Pd.

: Dr. H. M. Edi Suryadi, M.Si.

: Prof. Dr. Aim Abdulkarim, M.Pd.

: Prof. Dr. Didi Sukyadi, M.A.

Steering Commitee : Dr. Agus Taufiq, M.Pd.

: Dr. Rudi Susilana, M.Si.

: Dr. H. Aceng Muhtaram Mirfani, M.Pd.

: Dr. Sardin, M.Pd.

Peer Review : Prof. Dr. Mohammad Ali, MA : Prof. Dr. Dinn Wahyudin, MA : Dr. Rudi Susilana, M.Si : Dr. David Lankes

: Assoc. Prof. Dr. Wan Ab Kadir Wan Dollah : Toetik Koesbardiati, Ph.D

: Prof. Dr. K.J.P.F.M

: Dr. Riche Cynthia Johan, M.Si : Angga Hadiapurwa, M.I.Kom : Dini Suhardini, M.I.Kom Chairpersons : Dr. Riche Cynthia Johan, M.Si.

ISBN :

Cetakan Pertama : Pertama, 2018

Publisher:

UPI Press

Jalan Setiabudhi No. 229, Bandung University Centre (UC) Lt. 4

(3)

INVITED SPEAKER

Dr. Hilmar Farid

(Director General of Culture Republic of Indonesia) Prof. R. David Lankes

(University South Carolina, United States of America, the writter of The Atlas of New Librarianship)

Prof. Dr. K.J.P.F.M (Charles) Jeurgens (University of Amsterdam, Netherlands) Assoc. Prof. Dr. Wan Ab Kadir Wan Dollah

(Universiti Teknologi Mara, Malaysia) Toetik Koesbardiati, Ph.D

(Head of FISIP UNAIR Museum of Ethnography and Death Study

Center)

(4)

PREFACE Bismillahirohmanirrohim

Assalamualaikum warahmatullah wabarakatuh

Alhamdulillahhi rabbilalamin. All of our praise and gratitude for the presence of Allah SWT who has bestowed His sustenance, mercy and guidance so that we can be given the opportunity, health, strength and ability to carry out the First International Conference by the Library Study Program and the FIP UPI Information Science.

This proceeding was compiled to document the ideas and results of research related to the international theme of the conference "Roles of Library Science, Documentation, and Archives in Education in the Era of Technology and Information". Participants who attended the international conference consisted of academies, lecturers, school librarians and other information institutions.

On this occasion, we also appreciate and thank you to all the speakers who have contributed to the international conference. Our thanks to the leaders of the Faculties and Universities who have fully supported our activities, finally hoping that this seminar can enrich the library's scientific treasures.

Riche Cynthia Johan

(5)

TABLE OF CONTENT Invited Speakers

Table of Content Preface

Bachrul Ilmi, Siti Fatmawati, Lidiya Fliza Yasinta

ASK LIBRARIAN: THE LIBRARIES TECHNOLOGICAL

REFERENCE SERVICE IN PRACTICE... 1 Doddy Rusmono

ANALYSIS OF STUDENT'S FLAIR GENERATED FROM AN APPROACH TOWARDS BETTERMENTS IN

COMMUNICATING IDEAS... 15 Amalia Nurma Dewi, Moh. Syafii

THE USE OF JAWS TO ENHANCE INFORMATION LITERACY CONCERNING THE BLIND COMMUNITY

IN PERTUNI SEMARANG... 24 Sri Suharmini Wahyuningsih, Majidah

THE BENEFITS OF MULTIMEDIA AS A

LEARNING TOOL FOR THE LIBRARY EDUCATION

IN DISTANCE EDUCATION... 38 Zeni Istiqomah, Dwi Novita Ernaningsih

THE USE OF SOCIAL MEDIA TO INCREASE THE

DISSEMINATION OF SCIENTIFIC INFORMATION IN STATE

UNIVERSITY OF MALANG LIBRARY... 55 Cahyo Trianggoro

TRANSFORMATION ROLE OF LIBRARIAN IN

ACADEMIC AND RESEARCH INSTITUTION... 71 Winda Anestya Ayunda, Yani Nurhadyani, Sony Hartono Wijaya

DEVELOPMENT DIGITAL LITERACY GUIDELINE FOR

SMART CITY : IN LIBRARY PERSPECTIVE... 81 Ferry Wahyu Ramadhan, Elok Rizki Khusnul Khotimah

BIELS (BALEKAMBANG INTEGRATED ENVIRONMENT AND LIBRARY SYSTEM) AS A PERSUASIVE STEP TO MAINTAIN COASTAL AND MARINE ECOSYSTEMS IN

BALEKAMBANG... 95 Winda Monika, Arbi Haza Nasution

LANGUAGE AND CULTURAL BARRIERS FACED BY

FOREIGN STUDENTS IN THE LIBRARY SERVICES:A CASE

STUDY OF THE UNIVERSITY OF TSUKUBA LIBRARY... 105

(6)

Linggar Rahmah, Moh. Safii, Martunik

REFERENCE SERVICE PARADIGM OF INFORMATION AGE... 111 Sri Hartinah, Sulistyo Basuki

THE ROLE OF LIBRARY AND INFORMATION SCIENCE EDUCATION IN INDONESIA TO ACHIEVE SDGS THROUGH

COMMUNICATION MEDIA... 138 Sokhibul Ansor

DEVELOPMENT OF CONSTRUCTIVIST LEARNING DESIGNS ON THE SUBJECT OF MANAGEMENT

OF SERIAL PUBLICATIONS... 154 Dr. Chammika Mallawaarachchi

NEEDED COMPETITIVE EXPERIMENTS FOR THE PROFESSIONALS AND PRACTITIONERS IN

LIBRARY AND INFORMATION SCIENCE TO

MARKET THEIR KNOWLEDGE IN THE INTELLECTUAL

DOMAIN: LIS KNOWLEDGE REQUIREMENTS PERCEPTION... 182 Rahmat Setiawan Saefullah, Siti Nurkamilah

KNOWLEDGE SHARING USING WHATSAPP AMONG

LIBRARY MANAGERS IN SOLO RAYA... 192 Reza Mahdi, Nafi Putrawan

USAGE OF HEAT MAP TRACKING WITH BLUETOOH LOW ENERGY CENCORS IN THE LIBRARY AS A MARKETING

EVALUATION TOOL... 202 Astika, Nabila Ifada Maulidya

TREND OF USING SOCIAL MEDIA FOR INFORMATION

SHARING IN THE UNIVERSITY LIBRARY... 212 Riche Cynthia Johan, Rosihan Hendrawan, Pungki Purnomo

COMPARATIVE STUDY: CURRICULUM DEVELOPMENT OF LIBRARY AND INFORMATION SCIENCE

PROGRAM IN INDONESIA... 224 Dwi Novita Ernaningsih, Zeni Istiqomah

THE EXISTENCE OF KAMPUNG SINAU TO DEVELOP THE LEARNING COMMUNITY AND TO PRESERVE

THE LOCAL CONTENT... 239 Moh. Safii, Amalia Nurma Dewi

HYPERLINKED LIBRARY : LIBRARY AS HUMAN... 247 Laksmi Dewi, Dini Suhardini, Angga Hadiapurwa

THE ROLE OF LIBRARIAN IN ENHANCING UNIVERSITY'S

LIBRARY AS LITERACY CULTURE IN EDUCATION... 264

(7)

Ratih Surtikanti

STUDENT RECORDS IN ELECTRONIC ERA:

IMPLEMENTATION FORLAP DIKTI... 275 Ifa Maisyaroh, Zahrotul Hurriyah

SCHOOL LIBRARY APPEALS IN SUPPORTING

CURRENT LEARNING 21... 285 Majidah, Sri Suharmini Wahyuningsih

COMPETENCY OF LIBRARY WORK PRACTICE SKILLS ON LONG DISTANCE STUDENTS AND ONLINE LEARNING

(FHISIP-UT LIBRARY PRODUCTS)... 292

(8)

LANGUAGE AND CULTURAL BARRIERS FACED BY FOREIGN STUDENTS IN THE LIBRARY SERVICES:A CASE

STUDY OF THE UNIVERSITY OF TSUKUBA LIBRARY

Winda Monika Arbi Haza Nasution [email protected] Islamic University of Riau

ABSTRACT

Universities around the world have challenges to improve their performance and quality in order to be known as a world-class university. To catch up with the global society of the 21st century, those universities have to take an action to fulfill their role in supporting academic and research activities. These challenges make those universities have to be engaged, connected and actively interacted with the international communities by providing international programs and services which mostly conducted in English. A library is one of the university's facilities that has a main role to support students' activities. This study aims to identify the language and cultural barriers aspects that commonly faced by foreign students when using library services. A survey was distributed among foreign students in the Graduate School of Library, Information and Media Studies, University of Tsukuba. Those students were asked about their Japanese proficiency, perception towards library services, perception towards librarian performance, and language and cultural barriers in library services. This study deeply analyses the availability of the information and relation to the effectivity of library services, expected professional competence in a global community, and respondents' ratings towards overall foreign student's library services. The findings of this study can be useful for the librarian and the university library managerial to improve their services and to provide the proper services in assisting non-Japanese-speaking foreign students to make an optimal use of the services and resources provided by the university library.

Keywords: language, cultural barriers, library services, university library managerial

Winda Monika, Arbi Haza Nasution

105

1 I n t e r n a t i o n a l C o n f e r e n c e Library and Information Science - UPI

st

(9)

INTRODUCTION

ecently, universities around the world have the challenge to increase their

R

performances and quality in order to be known as world-class university.

The standard which differentiates the level of the university itself in the world measured by overall excellences of university`s performance in supporting academic and research activities. University`s performances include academic services, faculty members, facilities, infrastructures and so on. Those become important aspects that gradually have to be upgraded by the university. That standard also encourages university to be opened up on disseminating, producing, exchanging, and sharing its activities' information to the world using an international language such as English. However, not every country use English as their first or second language.

Many countries in the world are not using English as their first nor second language. Nevertheless, those universities are considered as an outstanding university around the globe. However, in order to catch up with the global society of the 21st century, those universities have to take an action to fulfill their role as a world-class research university in a rapidly globalized world and offer solutions to global problems through the creation of a groundbreaking system for the acquisition of knowledge. Those challenges make those universities have to be engaged, connected and actively interacted with the international communities by providing international programs and services which mostly conducted in English. Furthermore, in order to provide international programs, the university has to be well prepared in providing proper infrastructures and hiring capable human resources. Those are quite challenging for the university since it has to allocate much budget on them and actively promote their university to attract many foreign students to come pursuing their study.

Japan is one of the country that do not use English as second language, yet thousands of foreign students come every year to pursue their study in this country.

Japan is also known as a developed country that has many outstanding universities. In July 2008, the Japanese government published a policy stating that Japan aims to accept 300,000 ISs by 2020 [Ministry of Education, Culture, Sports, Science and Technology (MEXT), 2008]. According to Jasso (Japan Student Services Organization (JASSO), 2016) as of May 1, 2015, there are 208,379 ISs in Japan.

Foreign students who come to Japan from all over the world could have a different background, language and culture from Japanese. In their first visit to this country, they might have faced many barriers. Language barrier is one of the biggest factors that usually faced by foreign students, since language is a key for communicating with

Language And Cultural Barriers Faced By Foreign Students In The Library Services: A Case Study Of The University Of Tsukuba Library

106

st

(10)

107

others. This would bring negative impact to foreign students when settling in this place where they do not speak, read, and write the language, particularly for those who have never learned Japanese beforehand. Japanese mainly use their own characters (kanji, hiragana and katakana) rather than an alphabet in daily life. In addition, the native people are rarely speaking an international language such as English.

Library is one of the university's facilities that has a main role to support students' activities. The use of English in providing an information in the library is necessary since the library users are not solely local students, but also foreign students who probably are not able to speak the local language well. Library services could not be used optimally by the foreign students if the information is not provided in English.

Moreover, foreign students who come from different cultures might have their own expectation towards the library services given by the librarian. The understanding of users' need and the ability to find the need are crucial, since the user's cultures in seeking the information are diverse. It is very important that the academic digital libraries provide a good service in order to satisfy the users' expectations (Cabrerizo, Morente-Molinera, Pérez, Gijón, & Herrera-Viedmabe, 2015).

This issue would become trade-off for foreign students to decide either they still want to keep their identity to be a foreign student which merely focus on their study instead of spending time learning Japanese language and culture or be a foreign student who blends and actively interact with the Japanese language and culture.

Furthermore, Japanese is considered as a difficult language to learn, even though it is not impossible to master it. Some foreign students might be able to survive such as foreign students who come from the country that also use the same phonetic characters (kanji) such as China or country which has a same grammar with Japanese such as South Korea. But other students might not be able to settle well. Not merely about the language, foreign students are facing the difficulty in adapting their cultures with the native as well. For those who come from the western country, the cultures would be contrast with those who come from the eastern countries. University of Tsukuba is one of the famous university in Japan. The university of Tsukuba Library has provided workshop and library orientation for users. However, those programs seem not really effectively used by the foreign students because of some factors that would be discussed further in this paper.

To address those issues, this study aims to identify language and cultural barriers aspects that commonly faced by foreign students when using library services.

The finding of this study can be useful for the librarian and the university library managerial to improve their services and to provide appropriate services for assisting non-Japanese-speaking foreign students to make maximum and good use of the

Winda Monika, Arbi Haza Nasution 1 I n t e r n a t i o n a l C o n f e r e n c e

Library and Information Science - UPI st

(11)

108 services and resources provided by the University's library.

LITERATURE REVIEW

There are several researches that have been conducted to discuss language and cultural barriers in academic life, but little study focuses on library services. A study examined cultural differences with a focus on communication processes and styles and recommendation approach to accommodate cross-cultural differences in information services (Wang & Frank, 2002). They conducted the study on international students who enrolled to American college and universities. They stated that communicating across cultures is essential and should be a priority for academic librarians who are providing information services for international students. Other study (Overall, 2009) proposed a conceptual framework for developing cultural competence for LIS professionals and identifies three domains in which cultural competence is developed: cognitive, interpersonal, and environmental. A study was undertaken to assess incoming international students' exposure to libraries, computer literacy skills, and to determine their library needs (Jackson, 2005). Survey results show that international students arrive in the US with high levels of computer literacy and that most incoming students have used a library in their home country. Most of those studies were conducted in western country where English is as the mother language, thus all of the library services given mostly accommodated the foreign students who speaks English in their daily life.

METHOD

This research uses quantitative research by distributing an online questionnaire to University of Tsukuba foreign students. To construct the questionnaire items that can grasp the current issues in University of Tsukuba library, we firstly study the current on-site services and online services provided by the library by observation.

The questionnaire was created based on the current issues in practice learned from the observation findings. The result of this research will show what kind of language's and cultural barrier's factors that significantly influent library services' performance calculated using statistical data that will be collected from the survey. The advantage of this methodology is the result came from the empirical data that can be measured with mathematical calculation. The disadvantage of this methodology is that this method is limiting researcher to get some data which are not included in the survey.

To identify language and cultural barriers faced by foreign students in the library services, we constructed a questionnaire with the following items: respondent demography, Japanese proficiency, participation in library's programs, perception towards library services, perception towards librarian performance and about

st

(12)

109

language and cultural barriers in library services faced by foreign students. To analyze the data, we calculated the mean of the item's score. We also calculated Cronbach's alpha (α) to look out the correlation among the instruments to validate whether the instruments are valid, have a correlation towards the aim of the study and good enough to be used as an instrument aggregating the data in practice. The range of Cronbach's alpha is 0 to 1. A Cronbach's alpha of 1 shows that the item is valid and vise versa.

FINDINGS A. Observation On-site services

University of Tsukuba library provide several on-site services such as help- desk, reference-desk, and many more. The services are provided by several librarians who are able to speak English as well. However, kind of information that are provided in the printed media, such as brochures and posters mostly are written in Japanese.

Thus makes many foreign students find it difficult to know about information written on it. Library uses signage in order to ease the users finding some information such as the location of the collections and so on. However, the signage at University of Tsukuba library is not provided enough and distributed unevenly. This causes many users getting confused to find something that they need in the library such as finding the location of book or service location.

Online services

In this digital era, most of information is provided online. A website is a main accessible service that library users prefer to satisfy their needs of information.

Through a website, users can easily find information about library services. However, many contents on University of Tsukuba library website are not written in English.

Even though there are two language modes which are English and Japanese, but the composition of the information is not equal. The librarian prefers to put much information written in Japanese rather than English.

A social media is a good way to attract users' attention and allow them to keep up with the latest library information activities, since nowadays everyone is being connected through it. The library has some social medias such as Facebook, Twitter, YouTube channel and Blog in (a web space to update latest acquired book in the library). However, information provided by the librarian on Facebook is fully written in Japanese. All video tutorials describing about how to use library services and facilities posted on YouTube channel is also in Japanese. Only via twitter librarian occasionally publishes information or announcement about library activities in

st

(13)

110 English.

Online Public Access Catalogue (OPAC) is a main tool in the library that users use to search the library collections such as books, journals, e-books and so on. The OPAC on University of Tsukuba library website is easy to understand and access.

However, the description of the location of the book is written in Japanese and also there are some abbreviations without detail descriptions (e.g. LIS-1) which cause users getting confused and unsure where to find a book.

B. Respondent Demography

There were 15 male and 20 female respondents. Out of all 35 responses, 12 respondents (34.3%) were Chinese, 15 respondents (42.9%) were Indonesian, 4 respondents were Srilankan (11.4%), 3 respondents were Indian (8.6%) and 1 respondent (2.8%) was American. There were 26 (74.3%) respondents in a range of 20 – 29 years old and the rest (25.7%) were in a range of 30 – 39 years old. There were 15 (42.9%) PhD students as respondents and the rest (57.1%) were master's students. All of the respondents were LIS students. There were 14 (40%) respondents who had been staying in Japan for 1 – 2 years, 13 (37.1%) respondents had been staying in Japan for 3 – 4 years, and the remaining (22.8%) respondent had been staying in Japan for more than 5 years.

Table. 1

Profile of the respondent

Gender

Male 15

Female 20

Country of origin

China 12

Indonesia 15

USA 1

India 3

Srilanka 4

Age

20 – 29 years old 26 30 – 39 years old 9 Current status

Masters student 20

st

(14)

111

C. Respondent Japanese Proficiency

To find out whether University of Tsukuba's foreign students are facing language barrier or not, we define Japanese proficiency as one of the questionnaire's item. According to the figure 1, out of all 35 respondents, 21 (57%) respondents were poor at speaking Japanese, while 7 (20%) respondents were good, 5 respondents were excellent and the remaining 3 (9%) respondents were close to native. Meanwhile, 24 (69%) respondents were poor at reading Japanese, 5 (14%) respondents were good, 3 (9%) respondents were excellent and the remaining 3 (9%) respondents were close to native. There are 20 (57%) respondents who were poor at listening, 7 (20%) respondents were good, 5 (14%) respondents were excellent and the remaining 3 (9%) respondents were poor at listening. Then, 24 (69%) respondents were poor, 5 (14%) respondents were good, 3 (9%) respondents were excellent and the remaining 3 (9%) respondents were close to native at writing. Based on those data, only 3 respondents seem to be close to native at speaking, reading, listening and writing while the majority of the respondents are facing language barrier.

PhD student 15

Majors

LIS 20

Life and

Environmental Sciences

10

Humanities and Social Sciences

5

Duration of stay

1 - 2 years 14

3 - 4 years 13

More than 5 years 8

st

(15)

112 Figure 1.

Japanese Proficiency

D. Participant in University of Tsukuba Library’s Program

University of Tsukuba library provides some programs to introduce and help user utilize library services. According to the Figure 2, out of all 35 respondents, 20 respondents (57%) were participating in library workshop conducted in English, 2 respondents (6%) were participating in library workshop conducted in Japanese, 15 respondents (43%) were participating in library tour conducted in English, 3 (9%) respondents were participating in library workshop conducted in Japanese, 7 (20%) respondents were participating in research consultation in English. From overall data, there are several respondents who had participated either in library tour or workshop in Japanese and English.

Figure. 2

Participation in University of Tsukuba Library’s Programs

st

(16)

113

Based on Figure 2, there are no 100% participation in any of those programs. To analyze the reason, we also inquire the respondents about this. According to the Figure 3, the reason behind the absence of students participating in some programs provided by University of Tsukuba library for foreign students are as follows: 21 respondents (60%) were not well informed about the details of the user education programs provided by the University Library since they are all in Japanese, 7 respondents (20%) was perceiving the topics / formats of the user education programs seem uninterested, 14 respondent (40%) were perceiving that the topics / formats of the user education programs do not seem to find it relevant to their studies / research, and 14 respondent (40%) were perceiving that they can find all the information on the Internet, hence, there is no need for attending those programs.

Figure. 3

Reason why foreign students don’t take part in library user education programs

E. User Perception Towards Library Services

We also inquire the respondents about their perception towards library services.

According to the table 2, average respondents agreed that library tours for foreign students in English as interesting and engaging, and the library tours for foreign student in English help them to better understand how to use the library services and resources.

st

(17)

114 Table 2.

User perception towards library services

F. User Perception Towards Librarian’s Performances

Sometimes, librarian's poor performance in providing services is a factor that hinder the relationship between the users and the librarian. This is one indicator of cultural barrier faced by foreign students in library services. Therefore, we also ask the respondents about their perception toward librarian's performances. According to the table 3, average respondents perceived that librarians are always friendly when serving foreign students, librarians are always attentive when serving foreign students, librarians are always proactive when serving foreign students, and librarians are able to reply my inquiries via e-mail in English in detail clearly. As well as averagely perceived by respondents, those questions were also the most significantly related questionnaire item for measuring user perception towards librarian' performances.

Table 3.

User perception towards librarian’s performances

Items Average and

Cronbach’s

alpha (α)

Library WORKSHOPS in English are useful for my studies and other learning activities

3.2

(α= 0.880705) Library TOURS for foreign students in English help to better understand how to use

the library services and resources

3.8

(α= 0.943456) Library TOURS for foreign students in English are interesting and engaging 4

(α= 0.931874) Library WORKSHOPS for foreign students in English are interesting and engaging 3.6

(α= 0.968323) Library TOURS for foreign students in English are useful and easy to understand 3.4

(α= 0.723178) Library WORKSHOPS for foreign students in English are useful and easy to

understand

3.2

(α= 0.808979) 5 likertscale (1= strongly disagree, 2=disagree, 3=Neutral, 4=agree, 5= strongly agree)

Items Average and

Cronbach’s alpha (α) Librarians are always friendly when serving foreign students 4

(α= 0.955879) Librarians are always attentive when serving foreign students 4

(α= 0.955879) Librarians are always proactive when serving foreign students 4

(α= 0.955879) Librarians are always patient in listening to my enquiries in English face-to-face 3.6

(α= 0.906827) 1 I n t e r n a t i o n a l C o n f e r e n c e

(18)

115

G. Language and Cultural Barriers in Library Srvices

Finally, we ask the respondents about the language and cultural barriers they faced in library services. According to the table 4, respondents are averagely perceived that foreign students prefer looking for the information in the library by themselves, because they are already an independent and competent library user, whereas this question is considered invalid to be used. The most significantly related question is foreign students cannot understand the online tutorials about the library services on YouTube, since all information is given in Japanese.

Table 4.

Language and Cultural Carriers in Library Services Faced by Foreign Students

Librarians are able to reply my inquiries via e-mail in English in detail clearly. 4

(α= 0.955879) Librarians are very proactive in terms of promoting their library services and

resources

3.6

(α= 0.906827) Librarians are able to answer on face-to-face enquiries in English satisfactorily 3.4

(α= 0.861111) Librarians are able to answer on face-to-face enquiries in English promptly 3.4

α= 0.861111) Librarians are able to answer on email enquiries in English satisfactorily 3

(α= 0.3106) Librarians are able to answeron email enquiries in English promptly 3.4

(α= 0.23611) Librarians are proactive delivering information services in English. 3.4

(α= 0.236111) 5 likert scale (1= strongly disagree, 2=disagree, 3=Neutral, 4=agree, 5= strongly agree)

Items Average

Foreign students do not know the library workshop & tour schedule because the information given by the library is always in Japanese

3.4

Foreign students cannot understand the online tutorials about the library services on YouTube, since all information is given in Japanese

2.8

Foreignstudents find difficulty in finding a book location because the OPAC location display book is in Japanese.

2.6

Foreign students feel ashamed / embarrassed / anxious / fear to ask the librarian, because I worry that they might not understand my inquiriesin English.

3

Foreign students prefer looking for the information in the library by myself, because I am already an independent and competent library user.

4

Foreign students prefer asking my professor how to use the library services instead of approaching the university librarians

2.8

Foreign students prefer asking my friends how to use the library services instead of approach of approaching the university librarians

2.6 5 likert scale (1= strongly disagree, 2=disagree, 3=neutral, 4=agree, 5= strongly agree) 1 I n t e r n a t i o n a l C o n f e r e n c e

(19)

116 H. Respondent’s Ratings Towards Overall Foreign Students Library Service

According to the table 5 below, it shows that the foreign student satisfaction toward overall library services are quite good.

Table 5.

Respondents Satisfaction

I. Respondent Recomendation Toward Improving Library Service

These are some recommendation from respondents for boosting library services performances toward foreign students:

· According to the table 6, respondents mostly agreed that University Library tours / orientations should be provided in English and made compulsory for new foreign students to attend. By making those as compulsory, all of new students could participate and get involved with library activities.

Furthermore, many respondents were also agreed that all of the information across promoting media should be published and provided in English.

· Library should improve their program, particularly some programs targeted for foreign students such as library workshop, library tour, and research consultation. Based on the data, many respondents were perceiving the topics / formats of the user education programs as uninteresting and the topics / formats of the user education programs do not seem relevant to their studies / research.

· Library should arrange in-house training by providing workshop for librarians which specifically discussing about many cultural and language training to improve their service performances.

Table 6.

Ways to Improve Library Services

Items Average

Foreign student’s satisfaction with overall services provided by the University Library

3.6

5 likert scale (1= very poor, 2=poor, 3=neutral, 4=good, 5= excellent)

Items Average

University Library should provide all their information (e.g., activities, announcements, etc.) on the website in both English and Japanese

4.4

University Library should provide all their information (e.g., activities,

announcements, etc.) on online social media (e.g., Facebook, twitter, etc.) in both English and Japanese

4.6

University Library should provide all their information (e.g., activities,

announcements, etc.) on posters, banners, brochures and others printed media in both English and Japanese

4.4

University Library should provide online tutorials on YouTube (e.g., how to ﬁnd books, how to use OPAC, etc.) in both English and Japanese

4.6 1 I n t e r n a t i o n a l C o n f e r e n c e

(20)

117

FINDINGS

Survey Respondents — Gender Ratio, Academic Disciplines and Level of Study The ration of the gender is quite balance. Respondents' statuses were mostly graduate school students: master students and PhD students. followig the survey, it is evident that language barriers are detected quite high where most of the foreign student in Japan are poor in speaking, listening, reading and writing Japanese.

Whereas the cultural barriers not emerged in the survey maybe due to the respondents are graduate school student who fall into the category of an independent and competent library user. As we can see in the result of user perception towards librarian's performances, the average score is quite high, which is 3.53. It is also shown in table 4 above, most of the respondents answered that they prefer looking for the information in the library by themselves.

Availability of the Information and Relation to the Effectiveness of Library Services According to data that had been collected, many students were not well informed about the details of the user education programs provided by the University Library since they are delivered in Japanese. Based on the result in table 4, several publication media post the information mostly in Japanese instead of English. Those media are website, social media, the printed media, signage, OPAC and searching tools.

If the library provides much information about the library programs in English, foreign students would attend and take many advantages from those programs, since based on the survey as shown in table 2, foreign students perceived library workshops in English are interesting and engaging. Foreign students perceived that library tours in English help to better understand how to use the library services and resource.

Expected Professional Competence in Global Community

According to the result in table 3, respondents were neutral that librarians are able to answer on face-to-face and email enquiries in English promptly and satisfactorily, which indicating that librarian should improve their communication skill. Based on our analyses of the results in this study, there are several factors that

University Library tours / orientations should be provided in English and made compulsory for new foreign students to attend

4.8

University Library should collaborate with different faculties to encourage foreign students to attend their workshops and other activities

4.4

University Library should provide in-house training for the librarian to learn English in order to enhance their services toward foreign students

4.6

5 likert scale (1= strongly disagree, 2=disagree, 3=Neutral, 4=agree, 5= strongly agree) 1 I n t e r n a t i o n a l C o n f e r e n c e

(21)

118 need to be considered by the librarian to improve their performances in the global community.

· Interpersonal Communication

To give excellent library services to users, librarians are supposed to be able to communicate and interact with the users actively without any barriers. Based on the observation and the result, librarians need to be more proactive approaching the users to help them finding their needs and proactive answering user's inquiries in English.

· English ability

Since many foreign students come to pursue their study at the University of Tsukuba, in order to deliver excellent library services, librarians are supposed to be able to communicate using an international language which commonly used, i.e., English. As the university of Tsukuba is providing many international programs given in English, consequently, the librarian must be able to deliver the services in satisfactory way. For that reason, the library is challenged to have as many librarians as possible who are fluent in English.

We found that language barrier was quite high thus it made users sometimes not feeling satisfied and tend to ask their friends or sensei when finding their needs in the library instead of asking the librarians.

· Professionalism

Being professional as a librarian means librarian has to be proactive delivering services to users, answers all of the user's inquiries not only when giving services face-to-face but also through email promptly and quickly, be attentive in helping users to find their needs, patiently hear users' inquiries. Hence, the librarian is supposed to be competent and helpful. We found out that librarian was trying to respond the students need and inquiries quickly shown from the fast email reply.

· Library workshops and library orientation

Library workshops and library orientation delivered in English are particular programs for foreign students. Those programs are users' education program provided by the University of Tsukuba library to help foreign students to use the library services optimally. Although sometimes the topic was neither quite related nor supporting student's studies nor other learning activities. However, the availability of the schedule in English is still an issue that needs to be addressed by the library to provide bilingual information or notification so that these programs could be widely reached to more foreign students.

st

(22)

119

CONCLUSION

Foreign students and the librarian are two parties that come from different countries which has and inherit different cultures. Different culture means a different way of people to digest the information using their own perspective. Inappropriate way by librarian to grasp users need could be causing a misunderstanding and a miscommunication towards users' inquiry. Moreover, librarians and users are not speaking the same language. Alongside, the users seem not willingly reveal their reason for looking or searching the information due to psychological influence such as feeling ashamed / embarrassed / anxious / fear to ask the librarian. Sometimes users do have a prejudice toward the librarian's ability to answer their needs promptly and satisfactory in English either face-to-face or through email.

Due to the cultural factor that foreign students have, every foreign student has his or her own way in seeking the information. Information literacy skills are needed for the users to answer these questions: "how do librarians clarify and understand the requirements or topic of information that they need?", "how do users make use of the tools to search the information?", "how do users have access to use the resource of information?", "how to select the proper information?", "how do users organize the information when abundant information existed?", "how to evaluate that information is useful or not, reliable or not, and so on?", and "where can the information be found?". Those questions can be answered if the users attend the library workshop and the library tour particularly targeted for foreign students conducted by the university library. Therefore, promoting the program massively is highly needed to reach more foreign student to participate and involve in those programs.

The users have their own expectation on receiving library services. In the western country, mostly the people are free to speak up their mind and interact with others. Thus, most librarians, as well as the people, are actively engaged asking users' needs and explaining their services. While in the eastern country, the people are mostly known as a prude person who tends to have an introvert personality when it comes to complaining or asking about institution services or finding information.

Some users tend to be dependent users which still rely on their friends' or lecturers' help to use the library services, and others tend to be independent users which are able to find the information in the library by themselves without a need to ask for help from librarians.

st

(23)

120 REFERENCES

Cabrerizo, F. J., Morente-Molinera, J. A., Pérez, I. J., Gijón, J. L., & Herrera- Viedmabe, E. (2015, December 1 ). A decision support system to develop a quality management in academic digital libraries. Information Sciences, 323, 48-58.

Jackson, P. A. (2005). Incoming international students and the library: a survey.

Reference Services Review, 33(2), 197-209.

Japan Student Services Organization (JASSO). (2016). Result of an annual survey of i n t e r n a t i o n a l s t u d e n t s i n J a p a n 2 0 1 5 . R e t r i e v e d f r o m https://www.jasso.go.jp/about/statistics/intl_student_e/2015/__icsFiles/afieldf ile/2016/03/14/data15.pdf

Ministry of Education, Culture, Sports, Science and Technology (MEXT). (2008).

The outline of Japan's system for international students (Wagakuni no r y u g a k u s e i s e i d o n o g a i y o ) . 参照先 : http://www.mext.go.jp/a_menu/koutou/ryugaku/081210.pdf

Overall, P. M. (2009). Cultural Competence: A Conceptual Framework For Library And Information Science Professionals. Library Quarterly, 79(2), 175–204.

Wang, J., & Frank, D. (2002). Cross-cultural communication: implications for effective information services in academic libraries. Libraries & The Academy, 2(2), 207-216.

st

(24)

2018