In the rapidly evolving landscape of library services, the National Library of Indonesia (Perpusnas) has emerged as a fascinating case study in the digitalization of reference services through social media. A recent study, led by Destiya Puji Prabowo from Padjadjaran University and published in the *Journal of Applied Engineering and Technological Science* (translated from Indonesian as *Jurnal Ilmu Teknik dan Sains Terapan*), sheds light on the socio-technical factors and institutional policy processes that have shaped this transformation.
The research, which combines semi-structured interviews with librarians and managers and a Social Network Analysis (SNA) of Perpusnas’s interactions on X (formerly Twitter), reveals a complex interplay of problem recognition, policy formulation, and implementation. “The development of virtual reference services (VRS) at Perpusnas was not a linear process,” explains Prabowo. “It was shaped by inefficiencies in email services, iterative revisions of standard operating procedures, and platform selection, all constrained by staff capacity and infrastructure.”
The study’s analytical framework integrates the Policy Cycle with the Social Construction of Technology (SCOT), enabling a multi-layered exploration of agenda-setting, policy formulation, interpretive flexibility, and network structures. The findings show that the evolution of VRS at Perpusnas was marked by competing interpretations of social media—whether as a promotional tool, a reference instrument, or a user shortcut—eventually stabilized through a process of closure.
Moreover, the SNA results confirmed a centralized hub-and-spoke model dominated by Perpusnas’s official account, enhancing responsiveness but limiting distributed participation. “This study contributes theoretically by linking SCOT, policy process models, and SNA in library science,” Prabowo notes. “Practically, it highlights the need for training, evaluation, and integration for managers, and for policy, it illustrates adaptive pathways to digitalization in developing-country contexts.”
The implications of this research extend beyond the library sector. In an era where digital transformation is crucial for organizations across industries, understanding the socio-technical dynamics of technology adoption can provide valuable insights. For instance, in the energy sector, where digitalization is key to improving efficiency and sustainability, this study underscores the importance of adaptive policy formulation, staff capacity building, and infrastructure development.
As libraries continue to evolve in the digital age, the experiences of the National Library of Indonesia offer a compelling blueprint for other institutions navigating similar transitions. By embracing digital tools and platforms, libraries can enhance their services, reach wider audiences, and stay relevant in an increasingly digital world. The study by Prabowo and his team serves as a reminder that successful digital transformation is not just about technology but also about the people, policies, and processes that shape its adoption and use.