信息参考服务的冲突管理与技术实现

Conflicts Management and Technical Implementation of Information Reference Services

基于信息参考服务的理念和专业伦理等方面内涵,探讨图书馆参考服务过程中冲突理论相关问题,同时结合计算机通信技术和数据库技术,讨论分析现代信息参考服务中的冲突管理问题,提出在现代信息服务中如何正确有效处理客户冲突的一系列过程、方法及策略。

Based on information management and organization management knowledge, the dominant factors to the study of conflicts issues for reference librarians, moral, communication and organization are identified, and combining with computer and database technologies, the conflicts management problem based on the modern information service is discussed, a series of effective processes, techniques and frameworks of how to process conflicts are also advanced in this paper. Our conclusions will help people to clarify the real conflicts on issue and open the way to decision making.