Quality reference service: A preliminary case study

A general reference department achieved a high score on the Wisconsin-Ohio Reference Evaluation Program. Intensive use of electronic resources, a good reference collection, good architecture, administrative support, and, most importantly, adequate time provided by the consultation model contributed, in this case, to high-quality service.     

高校图书馆虚拟参考服务的现状与发展

虚拟参考服务是图书馆参考咨询工作的发展趋势。文章通过对我国“211工程”高校图书馆的调研,分析了当前高校图书馆虚拟参考服务的现状和存在的问题,提出了发展高校图书馆虚拟参考服务的几点建议。     

Virtual reference service evaluation: Adherence to RUSA behavioral guidelines and IFLA digital reference guidelines

This study evaluates the level to which virtual (e-mail) reference services adhere to professional guidelines. These professional guidelines are set up as standards to assure service quality. However, studies of virtual reference effectiveness rarely utilize these standards to measure reference success. This study evaluates and compares the level of adherence to two sets of professional guidelines published by the International Federation of Library Associations (IFLA) and the American Library Association (ALA) Reference and User Services Association (RUSA). Analysis of 324 transactions from 54 libraries showed: 1) low levels of adherence to both sets of guidelines; 2) varied levels of adherence based on request types and user names on both sets of guidelines; 3) variation in institutional rank according to different sets of guidelines; 4) no correlation between user satisfaction and adherence to either set of guidelines. This study has implications for future research and practice because it provides a systematic way to analyze transactions in light of the ideal professional standards. It also provides an empirical benchmark for evaluating virtual reference services.     

新浪“爱问”问答服务与数字参考咨询服务比较研究

文章调查了新浪“爱问”问答服务,分析了“爱问”问答服务与图书馆的数字参考咨询服务的差异,提出改进数字参考咨询服务的几点建议。     

合作DRS系统及服务的调查研究

选取国内较有代表性的合作数字参考服务系统，从系统概况、功能结构、相关支持技术、服务效果等方面对系统进行详细的调查和分析，研究国内数字参考服务系统的建设现状与发展方向，为寻求数字参考服务智能化实现模式提供实践依据。     

图书馆参考咨询服务的发展与挑战

本文简要回顾了从传统参考咨询服务到虚拟参考咨询服务的发展过程，并介绍了当今主要的虚拟参考咨询的服务形式，指出了虚拟参考咨询服务发展所面临的挑战。     

Digital reference service: trends in academic health science libraries

Two years after the initial 2002 study, a greater number of academic health science libraries are offering digital reference chat services, and this number appears poised to grow in the coming years. This 2004 follow-up study found that 36 (27%) of the academic health science libraries examined provide digital chat reference services; this was an approximately 6% increase over the 25 libraries (21%) located in 2002. Trends in digital reference services in academic health science libraries were derived from the exploration of academic health science library Web sites and from digital correspondence with academic health science library personnel using e-mail and chat. This article presents an overview of the current state of digital reference service in academic health science libraries.     

合作数字参考咨询服务研究综述

合作数字参考咨询服务是图书馆数字参考咨询服务的未来发展方向。本文在对大量文献分析综合的基础上,从合作数字参考咨询服务基本问题、合作数字参考咨询服务系统现状、合作数字参考咨询服务存在问题及发展对策以及合作数字参考咨询服务其他问题等方面对近几年来合作数字参考咨询服务研究做一综述。     

复合图书馆的参考咨询服务研究

文章对复合图书馆的参考咨询进行了探讨，提出了完善复合图书馆参考咨询工作的几点思路，即培养新型参考咨询服务人员，构建复合型参考咨询服务机构；拓宽参考咨询服务内容，创新参考咨询服务方式；加强用户信息素质教育，提高参考咨询服务水平。     

虚拟参考咨询服务互动管理探究

互动管理是一种全新的管理理念,虚拟参考咨询服务提供了良好的技术平台,也大大拓展了图书馆与用户互动的空间和互动的方式.本文分析了虚拟参考咨询服务中互动的方式,探讨了其互动管理的内容.     

中小型图书馆的数字参考咨询服务

数字参考服务是图书馆发展的趋势,文章介绍了数字参考服务的几种服务形式,给中小型图书馆开展数字参考服务提出了建议。     

论数字参考服务的质量评价与控制

本文讨论了数字化参考咨询服务的概念和类型，介绍了数字参考服务质量评价的意义和影响因素，最后论述了数字参考服务的质量控制过程，并提出加强质量控制的对策。     

Chat reference service in medical libraries: part 1--An introduction

Chat reference services offer the opportunity to provide immediate access to quality information to meet the medical information needs of students, faculty, staff, physicians, nurses, and allied health care professionals. Part 1 of this two-part article on chat reference service in medical libraries is an introduction to the management of chat reference services and to features available for chat reference. The management of chat reference services raises issues of planning, staffing, selecting, and marketing. Planning issues focus on the identification of the users, the users' medical information needs, and the users' information-seeking behavior. Staffing issues relate to the selection of chat hours, the location of the chat service, and participation in collaborative agreements. Selecting chat software weighs the sophistication of the chat features against the related cost. Marketing uses techniques similar to traditional reference services and often begins slowly as chat expertise develops. Part 2 of the article discusses trends in chat reference services in medical libraries.     

合作数字参考咨询服务补救策略体系构建

本文将服务补救理念引入合作数字参考咨询服务，介绍了服务补救的概念及产生的原因并构建了合作数字参考咨询服务补救策略体系，提出了合作数字参考咨询服务组织在进行服务补救时应注意的问题。     

Toward sustaining professional development: Identifying essential competencies for chat reference service

This study identifies the essential chat reference competencies to enhance the professional preparation of reference personnel. A survey was conducted to examine practitioners' perceptions of chat reference competencies reported in the literature. A prioritized competency list was produced based on the survey results. The investigated competencies could be divided into four categories: media-independent core reference competencies, reference competencies highlighted in the context of chat reference, reference competencies specific to chat reference, and reference competencies not as important in chat reference. Competencies in the first three categories received ratings higher than 5.5 (out of 7) and can be defined as the essential competencies requisite for chat reference practice. Findings from this study can be used as the basis to design and implement training and education programs to enhance the professional preparation of chat reference librarians.     

MELVYL MEDLINE: reference service implications of an end-user search system.

The implementation of MELVYL MEDLINE, a successful online end-user system in the University of California (UC) health sciences libraries greatly enhanced the capabilities of reference desk service by providing immediate access to current medical literature from the MEDLINE database. With these enhancements, the extent of the impact on the delivery of reference service was not anticipated. Concurrent with providing traditional reference service requests, there was a constant need for individualized end-user instruction by MELVYL MEDLINE users, and continual maintenance of workstation equipment and supplies. This paper describes the experiences at the UC Irvine (UCI) Biomedical Library and compares these experiences with other UC health sciences libraries. The purpose of this paper is to discuss some of the issues which must be considered when planning for the implementation of an end-user system within the reference service function.