基于提问内容分析的数字参考咨询需求研究

A Study of Digital Reference Needs Based on Content Analysis of Reference Questions

用户参考咨询提问是其信息需求和服务期望的直接映射，并已成为国外图书馆界常规分析对象。本文以用户参考咨询提问为直接分析对象，采取内容分析法，以提问词、学科主题、需求形式、提问原因、回复情况等为分析单元，对提问数据展开语法、语义和语用三层次分析。发现数字参考咨询提问以职业领域内主题为主，并开始呈现出寻求知识服务的特征，但各类提问的回答效率有明显落差。从而证明假设：用户提问所映射的服务期望与公共图书馆数字化参考咨询服务努力基本一致，但其具体内容需求和形式需求结构呈现一定特征。论文最后提出了三点推论。

As a mapping of information needs and service expectation, user＇ s reference question has become a conventional analysis object of international library science. This research takes content analysis to digital reference question of public library. Analysis is laid out from syntactic level, semantic level, and Pragmatic level, based on 5 analysis dements： WH-words, subjects of questions, types of sources, goal, response time. As a result, it is proved that expectation expressed by user question keep consistent in public library＇ wish, however, the structure of content and form in user needs both exists certain characteristic. Finally, paper puts forwards three deductions.