面向知识创新的信息服务

网络环境下面向知识创新的信息服务运作模式有两大类型:专业信息中心模式、虚拟社区模式。图书馆应积极探索智能化程度更高、更富人性化的服务和技术,包括建立个性化信息导引机制、“一步到位”式的参考链接服务、合作虚拟参考咨询服务以及集成式多语种检索服务。参考文献7。     

面向教师的参考咨询服务研究——以广东石油化工学院图书馆为例

文章主要结合笔者从事参考咨询服务的实践经验,探讨了图书馆面向教师的参考咨询服务策略：一是建立与教师互动的参考咨询服务模式,二是努力提升教师的信息素养,三是加强参考咨询馆员的信息服务能力。     

咨询客户的特征及其与咨询机构的关系

信息咨询客户就是指要求信息咨询机构提供信息咨询服务的组织或个人。对信息咨询机构而言，咨询客户群体的存在是咨询产业的价值所在，咨询客户的咨询需求是咨询活动的原动力，咨询客户的社会活动是咨询人员的用武之地，咨询客户的咨询行为是咨询战略的制约因素，咨询客户的满意度是咨询服务的检验尺度，咨询客户的社会反响是咨询政策的制定依据。咨询客户与咨询机构之间的关系主要体现在服务的提供与接受、变革的内因与外因、经济的互利与互惠、工作的协调与协同、人际的交流与理解、发展的同盟与共赢等方面。     

面向大学生信息素质教育的参考咨询服务

如何在网络环境下深入开展面向大学生信息素质教育的参考咨询服务,是当前高校图书馆面临的重要研究课题。本文对大学生利用参考咨询服务的现状进行了调查与分析讨论。在此基础上,文章指出：深入开展面向大学生信息素质教育的参考咨询工作,必须从人力资源、制度建设、技术应用三方面入手。     

虚拟参考咨询服务隐私权保护机制构建

虚拟参考咨询中涉及的用户隐私包括:用户登记的私人信息、用户所进行的科研课题的动态信息、合作虚拟参考咨询中泄露的私人信息等.要构建虚拟参考咨询服务隐私权保护机制,须从以下几个方面人手:图书馆与虚拟参考咨询软件商合作;图书馆制订保护虚拟参考咨询中用户个人隐私的章程;健全法律法规,为用户隐私保护提供根本保证;指导和规范用户隐私保护行为;加强行业自律,提高图书馆信息服务的信任度;注重技术保护,为用户构筑隐私保护的可靠屏障;开展用户教育,增强用户自我保护意识和能力;对隐私权保护的限制.     

面向青少年的数字参考咨询服务研究

对数字参考咨询服务的特殊用户群体青少年进行界定，探讨其基于教育与非基于教育的信息需求特征，对青少年基于技术手段与基于非技术手段的信息行为进行分析，并根据目前面向青少年的数字参考咨询存在的问题，从网站信息资源、组织、界面以及多样化服务方式等角度，讨论面向青少年提供优质数字参考咨询服务的基本途径。     

区域性医学信息共享平台虚拟参考咨询人员的整合

介绍了虚拟参考咨询的特点和现状,分析了利用区域性医学信息共享平台整合虚拟参考咨询人员的必要性,提出了完善合作虚拟咨询的保证机制、整合学科虚拟咨询人员及其工作时间的具体措施。     

广东网络图书馆合作虚拟参考咨询系统设计和实现

分析集中式和分布式参考咨询模式的优缺点,重点介绍广东网络图书馆合作虚拟参考咨询系统所采用的集中式模式,并讨论该系统提供的文本、语音、视频和电子邮件、常见问题、表单、智能等实时和非实时咨询方式,重点描述其表单咨询和智能咨询的流程。最后,以实例阐明面向普通用户的读者咨询、面向参考咨询馆员的专家服务和面向系统管理员的后台管理三个子系统的功能、特色和实现。     

高校图书馆数字参考咨询工作的开展

高校图书馆数字参考咨询服务是一种基于Internet的数字化服务机制,它包括有FAQ、电子邮件、实时交互咨询服务、通过多媒体教学软件指导读者使用信息资源以及通过学科专家咨询系统解答读者咨询等,文章讨论了数字参考咨询开展过程中需要的技术支持和质量保证。     

数字参考咨询服务的发展和对策

1.概念1.1数字参考咨询服务是数字化技术综合运用的产物,也称作虚拟参考服务、电子参考咨询等。一般认为,数字参考咨询服务是指在传统参考咨询服务的基础上,运用网络和计算机技术,用户通过网上提问,信息专家给予直接回答的方式实现的一种知识服务机制。由此可见,数字参考咨询服务是包括信息导航、信息咨询、信息定制、信息交流等用户服务在内的集成知识服务体系。     

Origins and Attitudes:

A critically important component for all new and continuing reference librarian training is the rapidly changing demographic climate at academic library reference desks. Public libraries have historically been the primary public service agencies dealing with diverse clientele. Academic librarians must rapidly catch up with them, as well as with other fields - business, education, social work - for whom the word "multicultural" is already integrated into their lexicons. Isolated academic libraries throughout the country are pioneering with public service training programs that reflect these dramatic changes in clientele. Further, general suggestions are put forth outlining the significance of shared goals, administrative support, and an understanding of the issues as necessary prerequisites to any multicultural training program.     

A National Laboratory and University Branch Campus Library Partnership: Shared Benefits and Challenges from Combined Reference Services

SUMMARY

The Hanford Technical Library of the Pacific Northwest National Laboratory and the Max E. Benitz Memorial Library of the Washington State University Tri-Cities Branch Campus have functioned both separately and in combination since moving into the same space within the Consolidated Information Center in 1997. The libraries have successfully partnered to serve different clientele at a combined reference desk since June 1997. Although having separate staffs, catalogs, and collections, the libraries share a single reference/information desk. The reference staffs work together to serve a very diverse clientele including students, faculty, engineers, scientists, contractors, regulators, and the public. The combined libraries offer significant benefits to both library staffs and their users. The libraries have expanded access to collections and information expertise, enhanced staff training opportunities, and provided additional hours of reference service to patrons while at the same time maintaining the individual identities of the two libraries.     

90年代我国图书馆参考咨询服务研究述评

９０年代我国图书馆参考咨询服务研究述评●詹德优赵媛ＡＢＳＴＲＡＣＴＡｓｕｍｍａｒｙａｎｄａｎａｎａｌｙｔｉｃａｌｒｅｖｉｅｗｆｏｒｔｈｅｓｉｔｕａｔｉｏｎｏｆＣｈｉｎｅｓｅｌｉｂｒａｒｙｓｅｒｖｉｃｅｒｅｓｅａｒｃｈ（１９９０－１９９４），ｉｎｃｌｕ...     

Reference and PDF-manager software: complexities, support and workflow

In the past, librarians taught reference management by training library users to use established software programs such as RefWorks or EndNote. In today's environment, there is a proliferation of Web-based programs that are being used by library clientele that offer a new twist on the well-known reference management programs. Basically, these new programs are PDF-manager software (e.g., Mendeley or Papers). Librarians are faced with new questions, issues, and concerns, given the new workflows and pathways that these PDF-manager programs present. This article takes a look at some of those.     

Reference and PDF-Manager Software: Complexities,Support and Workflow

In the past, librarians taught reference management by training library users to use established software programs such as RefWorks or EndNote. In today's environment, there is a proliferation of Web-based programs that are being used by library clientele that offer a new twist on the well-known reference management programs. Basically, these new programs are PDF-manager software (e.g., Mendeley or Papers). Librarians are faced with new questions, issues, and concerns, given the new workflows and pathways that these PDF-manager programs present. This article takes a look at some of those.     

Current Trends in the Continuing Education and Training of Reference Staff

Changes in the library's environment and in the expectations of its clientele are related to trends in reference training. Those changes include less time for reference managers to prepare training packages for staff; more initial library contact of clientele with paraprofessional staff; increased expectations of users that library service will be the same in rural areas as in urban areas; and an increased need for non-traditional approaches to reference continuing education and training. This article describes continuing education and training programs that help library staff adapt to these changes, such as the California Opportunities in Reference Excellence project, Maryland's reference training based on unobtrusive reference research, peer evaluation of reference staff in Minnesota, and several other programs specifically for training paraprofessionals in reference.     

Planning Reference Service Points:

The Sterling C. Evans Library at Texas A&M University is presently involved in a large scale building expansion program which includes the creation of a reference area for the new branch library and the expansion of the two existing reference points in the main library. These three reference areas are actually quite distinctive and reflect different service needs. The authors propose that the decision-making model Evans Library is using to plan possible solutions for these needs can serve as a guide for managers in special, public or academic libraries of varying sizes. The model takes into consideration clientele, staffing, physical arrangement and ergonomics.     

Redefining reference in an academic health sciences library: planning for change.

Deciding that changes in the pattern of questions at the reference desk required focused consideration, the reference librarians at the Health Sciences Library of the University at Buffalo held a planning retreat. Technology-induced changes in the information-seeking behavior and reference needs of the library's clientele caused a reassessment of how these needs could best be met and what is the best use of librarians' time. The librarians considered current trends in reference in other academic libraries, the specific needs of the clientele of the Health Sciences Library, and the strengths and expertise of the library staff. The results of this structured discussion produced ideas for redefining reference to provide customized services for the clients and environment.     

The Changing Instructional Paradigm and Emerging Technologies: New Opportunities for Reference Librarians and Educators

As the next millennium approaches, libraries must change and evolve in the very near future in order to survive. Reference services can no longer stay behind a desk or wihtin a building's walls. Instead, reference librarians must examine their clientele, determine their unique information needs, and develop and market appropriate collections and services. The changing instructional paradigm in America's classrooms provides an opportunity for reference librarians to modify and expand their efforts to encourage information use and literacy for education faculty, student teachers, classroom teachers and administrators. This paper briefly discusses present day information seeking and library use by educators and then suggests new overtures to this library patron community.     

Thinking About Reference Service Paradigms and Metaphors

Abstract

A critical but overlooked aspect of reference service is thinking about paradigms and metaphors. These are subconscious imageries that define how we think about our work-and how our clients think about us. Limitations of the current paradigms affecting reference services are: (1) social-class assumptions about the nature of the library and its clientele; (2) classification systems based on obsolete ideas that subject categories are mutually exclusive; (3) the fortress metaphor implied in physical organization; and (4) failure to capture statistical data that measure contemporary aspects of user service.

New ways of thinking about reference service with new paradigms and metaphors are suggested. Critical elements in a new paradigm are: (1) envisioning the library as portal, both for on-line and in-library service; (2) accepting the fact that knowledge is an open system, not conducive to our closed-system classification systems; (3) breaching our metaphorical fortress to provide more personal reference service; and (4) updating our statistical measures to match quantitative measures with actual quality of service.