Kecerdasan Emosional Pustakawan dalam Pelayanan Pemustaka Di Perpustakaan Universitas Muhammadiyah Sumatera Utara
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Abstract
Emotional intelligence is a crucial aspect in enhancing the quality and supporting the effectiveness of librarian services to library users in academic libraries. In the university library environment, interactions between librarians and users are not solely related to the technical aspects of information retrieval but also to the social and emotional dynamics that play a role in creating a positive user experience. This study aims to examine the strategies employed by librarians in utilizing their emotional intelligence to serve users and to identify the challenges they face in applying emotional intelligence in their service delivery at the University of Muhammadiyah North Sumatra Library. This research adopts a descriptive approach to provide an overview of the conditions or phenomena observed. The methodology employed is a qualitative approach, utilizing data collection techniques such as observation, interviews, and literature review. The findings from interviews with four informants indicate that librarians with high emotional intelligence are better able to communicate empathetically, assist users more effectively in information retrieval, and provide a more positive service experience for users. The implications of this study underscore the importance of training and developing emotional intelligence among librarians as part of a strategy to enhance the quality of library services.
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