高校图书馆网络留言服务研究

Research on the Message Online Service in University Libraries

选取哈尔滨工程大学图书馆和福州大学图书馆留言板上的用户提问内容和咨询馆员回复进行实证分析,分别从学生和馆员回复两个角度来看待高校图书馆咨询问题,最后对我国高校图书馆网络留言服务工作的开展从建立回音壁制度、服务品牌的建设、咨询内容上的引导、建立分诊机制、加强FAQ的建设等方面提出管理策略,以期提高高校图书馆网络留言服务的水平。

This article analyzes the question and the answer on the guestbook of Harbin Engineering University Library and Fuzhou University Library, then views the library reference from the view of student and librarian respectively, finally points out several strategies about the development of message online service in China university, such as the establishment of whispering gallery system, building service brand, guide to the consultation content, the establishment of sub-consultation mechanism, strengthening the construction of FAQ. The purpose is to improve the message online service in university libraries.