疫情防控常态化下国家图书馆开展线上读者咨询服务探析  

Discussion on the online reader consultation service of National Library under the normalization of epidemic prevention and control

作　　者：吴杨[1] Wu Yang(National Library of China,Beijing 100081,China)

机构地区：[1]国家图书馆,北京100081

出　　处：《江苏科技信息》2021年第21期17-20,共4页Jiangsu Science and Technology Information

摘　　要：随着疫情防控的常态化,国家图书馆综合咨询服务转变思路,创新服务形式,积极提供多种线上服务,优势逐渐彰显。在常规的线下服务和线上咨询服务之外,国家图书馆开展了线上咨询服务新举措:建设“综合咨询智能问答系统”,上线“新呼叫中心系统”,加强线上读者信息素养教育。未来,读者需求将进一步从线下大量转移到线上,优化读者咨询线上服务是图书馆综合咨询服务工作的大势所趋。文章认为,国家图书馆综合咨询服务需要从提升应急管理能力、规范咨询服务流程、完善信息素养教育体系三方面来推动读者服务事业的发展。With the normalization of epidemic prevention and control,the comprehensive consultation service of the National Library has changed its thinking,innovated its service forms and actively provided various online services.In addition to the conventional offline service and online consulting service,National Library has launched new online consulting service measures:building a“comprehensive consultation intelligent question-answering system”,go online“new call center system”and strengthen online reader information competency education.In the future,readers’demand will be further transferred from offline to online.Optimizing online service of readers’consultation is the general trend of comprehensive consultation service of library.This paper holds that the comprehensive consultation service of National Library needs to promote the development of reader service from three aspects:improving the ability of emergency management,standardizing the process of consultation service and perfecting the information competency education system.

关 键 词：国家图书馆 综合咨询服务 线上服务 

分 类 号：G252[文化科学—图书馆学]