数字参考咨询服务互动管理模型构建探究

数字参考咨询服务互动管理是一种全新的管理理念,借助其良好的技术平台,大大拓展了咨询馆员与用户互动的空间和互动的方式。以此,对数字参考咨询服务中互动方式逐一剖析,提出用户话语权、行为互动、服务质量评价等互动管理内容,并构建其模型,以期对数字参考咨询项目运行过程互动交流起到一定的参考价值。

The interactive management in digital reference service is a new management conception. With the help of the technical platform, the interactive space and interactive mode between the consulting librarians and the users are greatly expanded. Based on this, this article analyzes the interactive modes of the digital reference service one by one, puts forward the ideas of user＇ s right of speech, interactive behavior and service quality evaluation, and constructs a model. The article aims at providing some help for the interactive exchanges in the digital reference service.