关于开展FAQ信息服务的思考

具有知识导航、传播、整合、增值与发射功能的FAQ信息服务是实现图书馆参考咨询工作由被动服务向主动服务转移的新模式、新途径，网络环境下的参考咨询工作应在加强FAQ基础资源建设、建立FAQ知识库、密切其与实时解答的联系、提供直捷方便的检索途径、深化服务内容与层次、建立用户个人的FAQ上下功夫。

Reflections on FAQ Information Services

This paper argues that FAQ information service is the new pattern and approach for changing library reference work from passive service to initiative service;it functions are to navigate,spread,integrate,as well as amplify and emit knowledge.It further suggests that refernce work in network circumstance should focus on the following:construction of basic FAQ resources,FAQ repository,and user's individual FAQ;tightening the link with real time answer,providing direct and convenient search access,and improving service contents and levels.