读者需求阶段的咨询接谈策略研究  

Study on Reference Interview Strategy in Readers' Need Stage

作　　者：杨倩[1] 李莹[1] 

机构地区：[1]国家图书馆

出　　处：《图书情报工作》2014年第17期92-97,共6页Library and Information Service

摘　　要：在R.S.Taylor的信息需求四阶段理论基础上,根据读者表达方式和内容范围的特点,对读者的信息需求阶段进行划分,设计3个开放式"过滤器"和5个封闭式"挡板"的具体问题,针对读者的不同需求阶段进行有针对性的提问,从而帮助馆员准确地定位读者需求,引导读者厘清咨询主题,缩小咨询范围至所需的文献名或者检索关键词,形成符合信息系统的结构化检索式。此方案的使用有助于提高咨询接谈效率,优化咨询接谈服务流程。Based on R. S. Taylor＇ s four stage information need theory, this paper divides readers＇ information need stage according to express method of readers and range of inquiry content. Then it designs the specific questions for three open filters and five closed aprons, to help librarians ask targeted questions according to readers＇ different need stage. The scheme could help librarians accurately locate the readers＇ needs, guide readers to clarify the consultation topic, and narrow the consultation scope to required documents or retrieve keywords, so as to form structured search query in accordance with the information system. The scheme can improve the interview efficiency and optimize service process.

关 键 词：咨询接谈 读者需求 开放式问题 封闭式问题 

分 类 号：G252.61[文化科学—图书馆学]