数字参考咨询服务系统用户反馈平台建立实践探究

On Establishing the Users’ Feedback Platform in the Digital Reference Service System

数字参考咨询服务系统用户反馈平台的建立是提高咨询服务效率与质量的良好举措,也是数字参考咨询服务管理的一项重要内容。我国有五大合作数字参考咨询系统建立了用户反馈平台,其形式和深度各不相同。用户反馈内容主要包括回复的满意度、咨询馆员的服务行为、回复的纠错及问题的再跟踪。基于此,数字参考咨询服务系统中用户反馈平台的发展策略应包括图书馆应制定用户反馈信息管理制度,在系统设计上满足用户反馈信息的需求,图书馆、咨询馆员应正确面对用户反馈的信息。

Establishing the users’ feedback platform in the digital reference service system is a good way to improve the efficiency and quality of the reference service,and it is also an important part of the Digital Reference Service.The article investigates the practice of the platform’s establishment in libraries of China.There are five cooperative digital reference service systems which establish users’ feedback platforms,and the forms and depth are different.In light of the feedback information of users,the arti...