网络环境中图书馆用户参考咨询服务需求实证研究  

Empirical Study on the Reference Service Demand of Library Users in the Network Environment

作　　者：杨涛[1] 

机构地区：[1]华南师范大学图书馆,广东广州510631

出　　处：《图书馆建设》2014年第9期50-55,共6页Library Development

基　　金：国家社会科学基金项目"网络环境中图书馆用户需求结构的实证研究";项目编号:06BTQ023;广东省哲学社会科学"十一五"规划2009年度青年项目"基于用户需求和用户行为的图书馆自助服务发展模式探讨";项目编号:09M-05的研究成果之一

摘　　要：通过问卷调查网络环境中用户参考咨询服务需求发现,用户对自助式咨询服务的需求高于图书馆咨询服务,但其并没有取代图书馆咨询服务;面对面咨询仍然非常重要;实时咨询受到青睐;性别、身份、学历、地区、网络使用能力、远程使用图书馆的频率等是影响用户咨询服务需求的重要因素。因此,图书馆咨询服务的发展应注重以下几个方面:大力发展图书馆自助参考咨询服务;提高馆员素质,做好面对面咨询工作;开展实时咨询服务;提供差异化的咨询服务;创新图书馆参考咨询服务方式。Through investigating the library users＇ reference service demand in the network environment by the questionnaire, we could find that users have higher demands on the self-help reference service than the library reference service, but the self-help reference service does not instead of the library reference service; the face to face reference is still very important, the real-time reference is popular; the gender, the identity,the educational background, the region, the ablity of using the net work, the frequency of using the library remotely are important factors of influencing the users＇ reference service demand. Therefore, the development of the library reference service should pay attention to following aspects： developing the library self-help reference service vigorously, improving the librarian＇s quality, doing the face to face reference service well, carrying out the real-time reference service, providing the differentiated reference service, innovating the mode of the library reference service.

关 键 词：网络环境 参考咨询服务 用户需求 

分 类 号：G252.6[文化科学—图书馆学]