基于调查者不介入法的在线实时咨询评估——以浙江省高校图书馆为例

Evaluation of Online Real-Time Reference Based on the Unobtrusive Study——Taking University Libraries in Zhejiang as an Example

调查者不介入法是一种被研究主体并不知道本身被评估的研究方法。以浙江省13个利用即时通讯工具开展实时参考咨询的普通本科院校图书馆为研究对象,应用调查者不介入法对其服务绩效进行评估,评估结果表明,使用即时通讯工具提供实时咨询能够正确完整地回答问题的比例达到68%,超出著名的"55%准则"。评估还发现,只要咨询馆员具备了回答咨询问题的相关知识并按照相关的规范提供服务,高质量的实时咨询服务是完全可以实现的。

The unobtrusive study is the research method that the studied subject doesn't know he is evaluated. Taking 13 university libraries in Zhejiang as research subjects,the author uses the unobtrusive study in the evaluation of online real-time reference. The result shows that the correct answer rate reaches 68 percent and exceeds the well-know rate 55 percent. The survey also shows the high-quality online real-time reference is achievable if librarians are equipped with full knowledge and obey rules.