国外档案馆数字参考咨询服务的经验和启示--以英美澳国家档案馆为例  

Experience and Enlightenment of Digital Reference Consulting Services in Overseas Archives:the Cases of National Archives in the UK,the US and Australia

作　　者：王向女 刘孟玲 Wang Xiangnv;Liu Mengling(School of Cultural Heritage and Information Management of Shanghai University,Shanghai 200444)

机构地区：[1]上海大学文化遗产与信息管理学院,上海200444

出　　处：《档案与建设》2023年第4期50-53,共4页Archives & Construction

基　　金：国家社科基金青年项目“‘互联网+’时代的档案潜在用户研究”(项目编号:18CTQ035)阶段性研究成果。

摘　　要：档案馆的参考咨询服务模式经历着从以服务台为中心的传统参考咨询服务向集成化的数字参考咨询服务的转变。文章以英美澳三个国家档案馆的数字参考咨询服务为研究对象,对其参考咨询服务方式、服务流程以及特点等进行分析,最终得出三国国家档案馆的数字参考咨询服务建设对我国档案界的启示:以内容为核心,强化需求识别与匹配;以用户为导向,增强服务交互与体验;以专业为保障,明晰工作流程与权责;以技术为依托,实现平台协作与开放。The reference consulting service model of archives is undergoing a transformation from traditional desk-centered reference consulting services to integrated digital reference consulting services.This article takes the digital reference consulting service of the national archives of the UK,the US and Australia as the research objects,analyzes their reference consulting service methods,service processes and characteristics,and finally concludes that the development of digital reference consulting services of the national archives of the three countries provides the following inspirations for the archival sector in China:strengthening demand identification and matching with contents as the core;enhancing service interaction and experience with user orientation;clarifying workflow,authority and responsibility with professional guarantee;realizing platform collaboration and openness with technology as the basis.

关 键 词：数字参考咨询服务 国家档案馆 参考咨询 

分 类 号：G279.3[文化科学—档案学]