基于我馆的总咨询台服务管理思考

根据我馆设立总咨询台的经验，对总咨询台的服务内容、服务方式、咨询台的管理以度咨询台工作人员的要求作了探讨，为高校图书馆总咨询台服务质量的提高提供参考。     

对我馆开展总咨询台服务的几点思考

本文阐述了图书馆在不断向现代化管理发展过程中开展总咨询台服务的必要性，并对总咨询台服务的内容、咨询馆员的素质要求和总咨询台的服务管理进行了探讨。     

图书馆全开放服务模式下的咨询台工作——以大连医科大学为例

阐述了图书馆在全开放服务模式下开展总咨询台服务的必要性,并对总咨询台服务的内容与形式、咨询服务礼仪及咨询人员组织与管理等方面进行了探讨。     

咨询台·出版法律

编辑寄语:贴近行业发展、贴近读者,更好地为出版业服务,一直是《科技与出版》编辑人追求的目标。为此,我们开辟了咨询台栏目。在这里,业界专家济济一堂,咨询台·出版政策咨询台·出版     

咨询台·出版法律

贴近行业发展、贴近读者,更好地为出版业服务,一直是《科技与出版》编辑人追求的目标。为此,我们开辟了"咨询台"栏目。在这里,业界专家济济一堂,"咨询台.出版政策""咨询台.出版法律""咨询台.资格考试""咨询台.编著标准""咨询台.数字出版"等众多栏目期待着您的参与。欢迎读者给我们多多发来问题,也欢迎业界专家、行业能手发来精辟的解答案例,一经采用,稿酬、样刊即奉。咨询台投稿邮箱:chubanzxt@163.com。     

虚拟参考咨询台的建设与应用*

复旦大学图书馆虚拟参考咨询台提供电子邮件及实时在线咨询服务，本文介绍了本馆自行开发的虚拟参考咨询台的建设、功能及其在信息服务中的应用。     

构建全方位虚拟参考咨询台

全方位虚拟参考咨询台是面向用户通过网络而搭建的图书馆咨询人员与用户的沟通平台 ,用户利用该平台就可以解决在利用图书馆文献信息资源服务上所遇到的各种疑难问题。文章就构建咨询台的原则以及构建咨询台的相关内容做了阐释     

对构建高校图书馆数字参考咨询台的探讨

数字参考咨询台是通过网络而搭建的图书馆咨询人员与用户的沟通平台.用户利用该平台就可以解决在利用图书馆文献信息资源服务上所遇到的各种疑难问题.对构建数字参考咨询台的资源库建设作了详细论述,诠释了可采用的服务方式,并对应遵循的标准规范进行了探讨.     

高校图书馆知识服务模式的比较研究

高校图书馆现行的知识服务模式有:咨询台式服务模式、学科馆员式服务模式、门户网站式服务模式、知识库服务模式.最有效的知识服务应该是各种模式的动态选择和组合.图5.参考文献22.     

网上咨询服务平台的建设——兼谈上海交通大学网上咨询台

探讨了VRD的构建模式，论述了网络咨询台应涵盖的资源内容，并就服务内容进行了诠释。介绍了上海交大网上咨询服务平台的服务项目及服务功能。     

Scheduling Technical Services Staff at the Reference Desk

Summary

New reference desk staffing configurations are required as reference service evolves from locating in-library resources to using and teaching the use of electronic resources. The tangible and intangible benefits achieved by scheduling technical services staff to assist at the reference desk are discussed. Intangible benefits include improved library service due to technical services staff expertise, and greater flexibility for reference desk staffing. The reference staff can also learn more about the automated library system and current processing initiatives from their technical services colleagues. Technical services staff benefits from seeing the results of their work in a public services setting and experiencing the satisfaction of helping users locate needed information. A stronger sense of library service is instilled in the “back room.” Technical services staff will also enjoy more challenge, opportunity, and variety in their work. Some tangible benefits realized at the University of Minnesota's Bio-Medical Library, which are directly related to the scheduling of technical services staff at the reference desk, are also briefly described.     

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.     

论图书馆网络信息咨询模式

提出了图书馆在网络环境下发展网络信息咨询的九种模式:传统参考咨询和网络信息咨询兼顾模式、网络合作信息咨询模式、网络信息专家咨询系统模式、电子邮件信息咨询模式、图书馆网络主页信息咨询模式、联机信息咨询模式、远程视频会议信息咨询模式、虚拟实在信息咨询模式、虚拟信息咨询台模式。     

Desk Bound No More: Reference Services at a New Research University Library

The authors discuss a newly established academic library at the University of California, Merced, as a model for reference service that foregoes a desk staffed with reference librarians. The library provides innovative, quality reference services for its users by using well-trained staff at a library services desk and employing new technologies for asynchronous communication and instruction.     

图书馆参考咨询服务的发展趋势研究

总结了图书馆参考咨询服务的主要发展:虚拟参考咨询台的建立,联合咨询和标准化、个性化定制服务,学科馆员制度的建立,自助化和智能化的发展等。     

X marks the spot: Creating and managing a single service point to improve customer service and maximize resources

ABSTRACT

This article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The Access Services Department at the University of North Texas Libraries was charged with management of the circulation and reference services offered at the service desk. Streamlined planning and modernized management of the desk and its impact on customer service in a changing library environment will be discussed.     

The Fragile Allure of Reference

In spite of sometimes difficult working conditions, reference services continue to have an allure, both for prospective and experienced librarians. This attraction is explained in terms of a number of factors, including the archetypal role of reference, the various roles public service librarians perform, the positive feedback they experience, the different work rhythm of a reference desk, and the "encounters with reality" the desk provides. Yet the allure is fragile, and the same factors that give the reference desk its attraction also threaten the pleasures it can provide.     

Effectiveness of fieldwork at an information desk: A prototype for academic library-library school collaboration

This article presents a model of how academnic libraries and schools of library and information studies (LIS) may collaborate to provide useful educational experiences to LIS students and reliable reference service to library users. LIS students staff an information desk for s fieldwork component of a basic reference course. Research shows that the students provide accurate services at the desk.     

Staffing an Information Desk for Maximum Responsiveness and Effectiveness in Meeting Research and Computing Needs in an Academic Library

Once widely accepted as a librarian-staffed research hub in academic libraries, the reference desk has become a source of wide-ranging debate. Desks have been reconfigured, combined, and in some cases eliminated. In many libraries, the traditional Reference Desk has evolved into the Information Desk to provide immediate answers to preliminary research and computing questions at a visible service point. In its new incarnation, some have questioned the necessity of librarian service at the desk. However, although transaction content has changed over the years, librarians continue to be indispensable at the desk, providing instruction and ensuring consistent, patron-centered service to meet users’ immediate needs.     

Moving Beyond the Reference Desk: Being Where Users Need Us

ABSTRACT

This article suggests a variety of ways in which reference librarians can be where the users are, in addition to service at the reference desk.