数字参考咨询馆员服务质量的SMLC模式研究

The research on SMLC model of the service quality of digital reference librarians

在数字参考咨询馆员与用户的交互过程中,数字参考咨询馆员的服务质量决定着数字参考咨询服务的质量,二者之间存在着正相关。因此,研究数字参考咨询人员服务质量的提升策略有着重要的意义,本文基于制度、管理、馆员与沟通四个方面构建了SMLC模式,以实现用户和咨询馆员的双赢结果。

In the interactive process of the digital reference librarians and users, the service quality of digital reference librarians determines the quality of digital reference service, the two are positively related. So, the research on promotion strategy of digital reference service quality is of great significance, this paper builds SMLC model based on the system, management, staff and communication to achieve a win-win end.