数字参考咨询中自助式服务的理念和实现

A Study on the Self-service in Digital Reference

OCLC的一项关于用户信息检索行为和偏好的调查表明,相比起使用图书馆,用户更加喜欢自助式的信息检索。为了适应用户需求,图书馆应当在数字参考咨询中大力发展自助式服务。文中首先描述了数字参考咨询中自助式服务的定义和特征,在此基础上,提出了如何从用户研究、信息组织以及平台建设等方面入手,在图书馆中开展这项服务。

Comparing with making use of library's service,an OCLC's survey on information-seeking habits and preferences indicates that people perfer to seek information by themselves.In order to meet the needs of users,libraries should develop the self-helped digital reference service.Base on a description of the definition and features of self-helped digital reference service,this article suggests how to develop this service in library and begin with user study,information origination and system design.