“211”高校图书馆虚拟参考咨询服务调查研究  

The Latest Study of Digital Virtual Reference Service in Chinese Top University Libraries

作　　者：贺新乾 王颖纯[1] 刘燕权[2] 

机构地区：[1]天津理工大学管理学院,天津300384 [2]美国南康涅狄格州立大学,纽黑文06515

出　　处：《情报杂志》2017年第9期192-196,145,共6页Journal of Intelligence

基　　金：国家社会科学基金一般项目"基于知识挖掘和推荐系统的图书馆智慧服务模式研究"(编号:16BTQ007)研究成果之一

摘　　要：[目的/意义]对高校图书馆虚拟参考咨询服务发展现状以及存在问题进行分析,探究开拓新品质服务的策略。[方法/过程]以我国116所"211"高校图书馆为研究对象,采用网站访查方式获取数据,并通过定性分析和定量分析相结合的方法对调研结果进行分析。[结果/结论]研究结果表明,100%的受访图书馆提供虚拟参考咨询服务。其中馆员咨询应用最为广泛,97.2%的受访图书馆提供馆员咨询服务;专家(学科馆员)咨询得到认可,53.7%的受访图书馆提供该咨询服务。11种常见咨询工具中,分别有55.6%、52.7%的受访图书馆采用了微信、微博。虚拟参考咨询服务的个性化服务和用户保密性措施得到广泛重视,84.3%的受访图书馆提供个性化服务,且提供个性化服务的图书馆均具有相关的保密性措施。主要存在问题及挑战包括学科馆员人数不足,馆员信息欠缺,用户评价反馈系统受重视程度较低,仅有6.6%的受访图书馆具有用户评价反馈系统。[ Purpose/Sigulticance ] This paper analyzed the present situation and existing problems of the virtual reference service of the u- mverslty hbrary, and explored the strategies of deepening the development of new quality service. [ Method / Process] This paper took 116 ＂211＂ university libraries in China as the research object, used website visiting to obtain the data, and analyzed the research results through the combination of qualitative analysis and quantitative analysis. [ Results / Conclusions] The results showed that 100% of university li- braries provided virtual reference service in libraries that were effective in research. The most widely used was librarians consulting, 97. 2% of libraries provided librarians consulting. The expert （ subject librarian） consulting was approved, 53% of them provided expert con- suiting. In 11 kinds of common counseling tools, there were 55.6% of libraries used Wechat, and 52.7% of them used blog. Personal- ized service and user privacy measures have been paid wide attention, 84.3% of libraries provided personalized service, and they also had the relevant confidentiality measures. The main problems and challenges include lack of subject librarians, lack of librarian information, low degree of attention of user evaluation feedback system, and only 6.6% of libraries have user evaluation feedback system.

关 键 词：高校图书馆 虚拟参考咨询 咨询工具 咨询方式 个性化服务 评价反馈 

分 类 号：G250[文化科学—图书馆学]