面向应急管理的图书馆参考咨询服务模式及策略研究  

Research on Library Reference Service Mode and Strategy for Emergency Management

作　　者：蔡晓玲 Cai Xiaoling

机构地区：[1]福州市图书馆

出　　处：《国家图书馆学刊》2021年第3期64-74,共11页Journal of The National Library of China

摘　　要：面对新型冠状病毒肺炎疫情等突发事件,图书馆应提升其在应急管理中的参考咨询服务能力,发挥社会教育、知识传播的职能。文章通过对应急参考咨询的读者需求、资源、技术、组织管理四要素及突发事件事前、事中和事后三阶段知识服务流程进行分析,构建了集数据基础层、读者服务层、咨询响应层、总结反馈层于一体的应急参考咨询服务模式,并基于此探讨切实可行的服务策略,以期为我国图书馆应对突发公共事件提供一些借鉴及启示。Facing COVID-19 and other emergencies,the library shall improve its reference service ability in emergency management,and play its social education and knowledge dissemination functions.This paper has analyzed the four elements of emergency reference service,including reader needs,resources,technology,organization and management,and the three stages of knowledge service process,that is,before,during and after the emergency.It has constructed an emergency reference service mode which integrates data base layer,reader service layer,consultation response layer and summary feedback layer.Based on these four levels,this paper discusses the practical service strategies,in order to provide some reference and enlightenment for China’s libraries in dealing with public emergencies.

关 键 词：应急管理 参考咨询 信息服务 服务模式 服务策略 

分 类 号：G252.6[文化科学—图书馆学] G252