虚拟参考咨询中用户投诉处理机制探究

处理用户投诉是图书馆服务管理的重要内容,以参考咨询服务工作最为常见.为此,对用户投诉对象的内容、具体流程进行分析,提出若干注意事项及服务补救措施.     

正确认识读者投诉 提高高校图书馆服务水平

文章分析了读者投诉的方式和原因,探究读者投诉与服务水平的辩证关系,提出如何正确认识读者投诉,降低投诉率、切实提高高校图书馆的服务水平。参考文献4。     

Psychological complaints reported by sexually abused children during criminal investigations: Istanbul example

The present study aims at describing the psychological complaints reported, as a part of the criminal investigation process, by the victims of sexual abuse as a part of the criminal investigation process, without attempting at reaching a medical diagnosis; and it discusses the relation of these reports with variables such as victim's gender, age and relation to the offender, type and duration of abuse, and parental marital status of the victim. Data is obtained from the statements of childhood sexual abuse (CSA) victims under the age of 15, as taken by Istanbul Juvenile Justice Department between the years 2009 and 2012. The sample consists of 175 cases with a total of 202 victim statements. Through the use of content analysis, the main and sub-categories of themes of the statements were determined. By means of the evaluation of the psychological condition of victims, we evaluated them in two categories: psychological complaints including self-harm and risk taking behaviors and psychological complaints with no self-harm and risk taking behaviors. The statistical analyses yield significant relations between the psychological complaints and children's parental marital status. Analysis of initial statements of sexual abuse victims is important as it may greatly contribute to professionals diagnosing and treating psychological complaints of these victims. It is essential that victims of sexual abuse should receive immediate psychological support starting with the criminal investigation process.     

从高校图书馆读者投诉谈一线馆员的服务工作

在分析高校图书馆读者投诉的主要原因的基础上,阐述图书馆一线馆员在服务中存在的主要问题及其根源,探讨从提高服务意识、优化知识结构等途径实现提高服务质量的可能性。     

心病良药--《庄子》的一种解读

《庄子》对时人的心病有大量的分析,并提出了治疗的良方,这是该书最具实践意义的部分。庄子认为,世人心理多不正常,导致身心疲惫。若能推心于自然之道,即可调节康复。而“静”则为登上“道”这一平台的阶梯。     

Diversity of provision in higher education

The prevention and resolution of student complaints are critical factors in maintaining and improving the student experience. Rob Behrens looks at the wider context, drawing on lessons from beyond higher education, to examine the opportunities and possible pitfalls.     

中英怨情诗词比较浅论——以文艺复兴和晚唐诗词为例

摘选文艺复兴时期的怨情诗与中国晚唐时期若干词作，从聚焦点与语气，即借景喻情对哲理援引和婉约凄美对直言不讳两方面分析了二者的不同之处，并试图从自由与效忠，以及两个时代女性地位的角度浅析差异的缘由，以期展示中西方怨情之作的不同之处。     

《诗经》的“怨刺”及其发展

中国的诗学理论中,较为注重诗歌的“怨刺”作用,《诗经》具有开创之功,孔子论诗提出了著名的“诗可以怨”的观点。这一重要思想对后世诗歌创作产生了重要而又深远的影响。     

Justification and Persuasion about Cloning: Arguments in Hwang’s Paper and Journalistic Reported Versions

We examine the argumentative structure of Hwang et al.’s (2004) paper about human somatic cell nuclear transfer (SCNT, or ‘therapeutic cloning’), contrasted with four Journalistic Reported Versions (JRV) of it, and with students’ summaries of one JRV. As the evaluation of evidence is one of the critical features of argumentation (Jiménez-Aleixandre 2008), the analysis focuses on the use of evidence, drawing from instruments to analyze written argumentation (Kelly et al. 2008) and from studies about the structure of empirical research reports (Swales 2001). The objectives are: 1) To examine the use of evidence and the argumentative structure of Hwang et al.’s Science, 303: 1669–1674 (2004) original paper in terms of the criteria: a) pertinence of the evidence presented to the claims; b) sufficiency of the evidence for the purpose of supporting the claims; and c) coordination of the evidence across epistemic levels. 2) To explore how the structure of Hwang’s paper translates into the JRV and into university students’ perceptions about the evidence supporting the claims. The argumentative structure of Hwang’s paper is such that its apparently ostensible main claim about NT constitutes a justification for a second claim about its therapeutic applications, for which no evidence is offered. However, this second claim receives prominent treatment in the JRV and in the students’ summaries. Implications for promoting critical reading in the classroom are discussed.     

新闻转述引语中态度资源的批评性分析

新闻报道通常是对现实客观和真实的反映,但其中也渗透着新闻报道者所代表的新闻媒体的态度和立场。而评价理论主要关注用于协调社会关系的语言资源和态度的表达,是对话语人际意义研究的新突破。通过运用评价理论分析转述引语中的两类态度资源,可以揭示在这些资源中表达出的媒体的态度和立场。这种全新的研究视角同时也丰富了批评话语分析体系。