以用户为导向的FAQ设计研究  

Rresearch on the Design of Demand-Oriented FAQ

作　　者：吴英梅[1] 黄婧[1] 胡沈秋[1] 

机构地区：[1]北京师范大学图书馆,北京100875

出　　处：《现代情报》2008年第12期53-55,58,共4页Journal of Modern Information

基　　金：北京高校图书馆科研基金项目"专题数据库建设问题解析与对策研究"与北京师范大学图书馆科研项目"虚拟参考咨询系统最佳化研究"研究成果之一

摘　　要：对于FAQ设计来说,基于数据库管理的FAQ信息服务应该首先以用户为导向,征求用户需求、与用户充分互动;其次,FAQ的检索功能作为设计的重要内容之一,可包括导航设计、同义词检索、检索结果、相关揭示四个方面;此外,FAQ的统计功能设计也是不可或缺的重要内容,可从分类、点击次数、用户身份、时间、发布控制等方面加以实现。FAQ is a type of infromation service which can offer a high quality service while with high capacities, and also easy to achieve. Users＇ feedbacks need to be collected, together with inviting users to take parts in the content maintenance and tab producing, for a better interaction with users; The fimction of searching needs to be in associated with navigation guides, support synonym search, organize search results, and emphasis on showing related FAQ in the result page; The statistics function of FAQ contains categorization, visiting amount, users profile, and the lifetime of questions. The last chapter summarized insufficiency of this research and gave an expectation.

关 键 词：FAQ 常见问题 在线帮助 网上咨询 

分 类 号：G250.73[文化科学—图书馆学]