问答社区与数字参考咨询服务比较分析

问答社区是一种全新的参考咨询服务模式。文章通过其与图书馆参考咨询服务在服务模式、用户对象、咨询内容以及用人政策的比较分析,提出图书馆参考咨询服务应组建以咨询馆员为主体的专家团队、开展用户对参考咨询的评价、建立辅助性质的论坛服务等,以激发咨询馆员的工作热情与工作效能。     

魅力型领导对图书馆学科服务团队绩效影响初探

图书馆学科服务团队是围绕学科用户咨询问题开展创造性活动的一种组织形式。文章引入魅力型领导相关 理论,构建了魅力型领导对图书馆学科服务团队绩效影响的理论模式,分析了学科服务团队、魅力型领导和团队绩效 三者之间的作用机理。提出学科服务团队可以通过提升团队中魅力型领导的领导力,营造良好的知识管理文化氛围, 实施学科服务团队组合激励措施,积极为用户搭建学科服务平台等手段,提升图书馆学科服务团队绩效。     

数字参考咨询服务中的用户研究

通过分析数字参考咨询用户信息需求的变化,着重对数字参考咨询用户的信息需求心理进行了研究,同时,也对数字参考咨询用户行为研究与服务评估及用户教育研究进行了初步探讨.     

虚拟参考咨询工作团队成员互动过程探微

基于虚拟参考咨询工作团队成员互动过程的内涵分析，文章指出工作团队成员互动过程对虚拟参考咨询服务的绩效影响是不可估量的，必须加强虚拟参考咨询工作团队成员互动过程中的监控与管理，即对用户、虚拟参考咨询馆员、管理人员等管理，以期推动现代参考咨询服务稳定的、可持续的发展。     

论基于KPI的公共图书馆参考咨询服务绩效管理体系的构建——以新加坡李光前参考图书馆为例

以新加坡李光前参考图书馆为例,重点介绍其绩效管理体系以及评估参考咨询服务的关键绩效指标。通过分析我国公共图书馆参考咨询服务构建绩效管理系统的必要性,结合绩效管理体系构建的前提、方法等,应用平衡计分法从财务、专业服务、内部管理以及团队发展4个维度,提出我国公共图书馆参考咨询服务绩效管理体系以及绩效评估的关键指标体系(KPI)。     

参考咨询馆员的新角色——技术协调员——以亚利桑那大学医学院图书馆为例

以亚利桑那大学医学院图书馆与临床人员合作开发联合搜索引擎项目为例,提出参考咨询馆员可充当技术协调员新角色的新观点,描述了其为目标用户提供技术协调服务的合作模型。     

平衡记分卡在数字参考咨询服务评估中的应用研究

根据平衡计分卡的绩效评估思想和数字参考咨询理论,分别从财务层面、读者层面、内部流程以及学习成长层面设计高校图书馆数字参考咨询服务评估体系,并对数字参考咨询服务评价的实施提出了几点意见。以期为图书馆数字参考咨询服务评估建立一种多维测量与管理的评价体系,提升数字参考咨询服务质量。图1。表4。参考文献13。     

公共图书馆数字参考咨询服务的用户交互特性关键因素研究

通过“用户可感知数字参考咨询服务质量”概念模型,找到交互过程质量和服务产出质量之间的联系。采用主观评估（即专家评估）和客观评估（即用户评估）相结合的两种评价方式,设计公共参考咨询网站的用户交互指标测度的专家实验和服务产出质量的用户实验。通过相关分析,得出影响图书馆参考咨询服务产出质量的公共图书馆参考咨询用户交互特性的关键因素、重要因素、一般因素和无关因素。     

图书馆参考咨询网站的用户交互特性关键因素研究

为探讨图书馆数字参考咨询服务的用户交互特性,构建“用户感知图书馆参考咨询网站服务质量”概念模型,找到交互过程质量和服务产出质量之间的联系。提出实证研究方案,即采用主观评估（即专家评估）和客观评估（即用户评估）相结合的两种评价视角,设计图书馆参考咨询网站用户交互指标测度的专家实验和图书馆参考咨询服务产出质量的用户实验。     

合作数字参考咨询中虚拟团队的构建要素分析

对合作数字参考咨询中虚拟团队构建的可行性进行分析,主要论述了在合作数字参考咨询中构建虚拟团队所必须的5个要素,即资源、技术、团队的目标和用户的需求、团队的规则以及团队的组织和管理。并讨论了要素之间的关系。     

用户导向的高校图书馆学科服务的思考

研究表明学科服务现状不太乐观,图书馆的研究支持、服务教学并没有得到用户的认同。站在用户的立场,分析用户的需求,尝试以机构学术档案的创建及梳理支持研究,以数据分析软件培训改变以往数据库检索介绍为主的信息素养教学等方式,加上拥有良好公共服务精神及专业学术素养的学科馆员队伍,使学科服务成为用户教学科研的帮手。     

Collaboration: The Key to Unlocking the Dilemma of Distance Reference Services

SUMMARY

Distant education offerings are growing at a phenomenal rate for academic institutions, creating new groups of library users that are remote from the main campus with unique library and research needs. Recent studies examining the needs of this unique and growing population note that reference and research assistance are key services needed. Many institutions have appointed or hired distance education librarians to help provide services to distant learners. They are often, however, one-person operations that function more as coordinators rather than full-service providers. Since the coordinator cannot provide all of the reference services alone, the key to providing these services for distant education students is to create and sustain good working relationships both in the library and with external entities. Offerings to distance students include phone reference and accessibility to online resources, plus virtual reference and often 24/7 services. This article will examine issues and experiences in bringing together different groups to provide reference services to distant learning communities. It will also describe key relationships necessary for keeping distance reference services at an optimal level.     

Not just for celebrities: collaborating with a PR representative to market library education services

Hardin Library for the Health Sciences offers an education service called Hardin House Calls. In collaboration with the University of Iowa libraries' public relations coordinator, the education team developed a marketing campaign for Hardin House Calls. Marketing strategies included designing a new logo, meeting with external relations representatives and faculty, distributing a user survey, and producing and distributing posters and advertisements. These marketing strategies greatly increased the visibility and use of Hardin House Calls. The campaign also led to a series of faculty development sessions, education collaborations with smaller health sciences departments, and collection development opportunities. Promoting an instructional service through a public relations frameworkwas found to be a highly successful strategy.     

Integrating the imposed query into the evaluation of reference service: A dichotomous analysis of user ratings

A secondary analysis of a user survey administered in 13 public libraries examined user ratings of reference services by transaction type. Transaction type is defined dichotomously as self-generated (users transacting questions they have determined for themselves) or imposed (agent users in the library seeking information on behalf of someone else). Users with self-generated questions rated library services lower than did users with imposed questions. Both groups rated the library experience lower than their reference desk experience, and imposed queries were responsible for proportionately higher “first time” use of the reference desk. No significant difference existed between groups for ratings of finding useful information in the library, finding everything wanted in the library visit, frequency of library use, or levels of attained formal education. There were significant differences found for ratings of the reference librarian's service behaviors, user satisfaction with reference service, and frequency of reference desk use.     

从专业教育视野看参考咨询与信息服务过程模型

二十多年来,参考咨询与信息服务日益介入电子世界,而逐渐远离图书馆的参考咨询台和纸质馆藏.本文介绍一项基于不断变化的环境针对参考咨询与信息服务进行的研究,旨在分析两个研究问题:①从用户和馆员行为及其所利用信息源的角度来看,当前参考咨询与信息服务活动有哪些趋势?②当前参考咨询过程的基本模型是什么?作者通过焦点访谈法搜集承担参考咨询与信息服务专业课程教师的意见,并通过自由讨论的形式征集其他专业课程教师和博士研究生有关虚拟参考咨询教育的看法.研究结果表明,参考咨询模型具有明显的互动性和合作性,其中参考馆员和用户均扮演信息获取、信息接收和信息生成的角色.论文提出参考咨询过程的模型,并分析这一模型对参考咨询与信息服务活动产生的影响.图1.参考文献63.     

Wanted: UX Specialist with Reference Preparation or Reference Classes Assist Students in Preparing for UX Careers

ABSTRACT

One of the most versatile and dynamic career paths available to information specialists is that of UX or user experiences. Graduate students seeking careers in UX may benefit by enrolling in and completing a basic reference class. This article provides support for this option through the reflections of a faculty member teaching reference courses, a UX specialist who was one of her students, and the director of career services who helps students and apply for UX positions and others in the information fields.     

用户研究对数字参考服务质量控制的影响

讨论数字参考服务质量评价的要素以及质量控制过程的相关内容,在此基础上,进一步分析用户因素研究在数字参考服务质量控制中的意义,阐明用户研究应在数字参考服务的质量控制中扮演重要的角色,并就如何重视发挥用户的积极因素切实提高数字参考服务的质量提出建议。     

1997—2012年我国数字参考咨询研究主题分析

论文通过研究发现中国数字参考咨询有六大主题：概述研究;数字参考咨询系统研究、技术和服务模式研究;参考咨询馆员素质与参考咨询队伍建设研究、参考咨询服务质量和评价研究;数字参考咨询法律、知识产权等问题研究;国内外数字参考咨询比较研究.并指出：数字参考咨询研究以用户为中心,朝着拓展咨询的服务功能,提高咨询人员的素质与水平,加强标准规范和质量建设,解决知识产权等问题,推进国内外合作,提高对知识库的规范组织与管理的方向发展.在云环境、大数据环境下,数字参考咨询将为用户提供更为完善、更深层次的全方位服务.     

Cooperative Reference and Collection Development: The Science and Technology Group at the University of Tennessee Libraries

SUMMARY

The science and technology subject group within the reference department of the University of Tennessee Libraries brings together librarians from reference and other departments who have collection development and subject liaison duties. The authors describe the group's composition and explain how the sci/tech librarians work cooperatively toward goals set by both the Libraries' Reference & Instructional Services and Collection Development & Management departments. The sci/tech group's primary cooperative functions are to facilitate librarians' mutual assistance in organizing projects, share insights for reference and collection development/management activities, plan instruction efforts, discuss web site development, promote mastery of resources and tools, and address other concerns. The subject group enables librarians to clarify plans and procedures and to come to grips with complicated budget matters. A fundamental benefit of group discussions is that they provide an opportunity to explore viewpoints from librarians outside the reference team, leading to more well-rounded decisions. Together with the other subject groups, the sci/tech librarians and their coordinator identify major needs for information and work to provide solutions that improve library services to the academic community.     

图书馆虚拟咨询团队知识共享问题研究

组建虚拟咨询团队为用户提供深层次、个性化的新型咨询服务成为了现代图书馆参考咨询的发展趋势。虚拟咨询团队成员间通过知识的交流与共享,形成系统的团队智慧,进而转化为整体的竞争优势。分析了虚拟咨询团队知识共享的影响因素,并提出了虚拟咨询团队知识共享的对策。