数字参考咨询服务评价的用户视角——以北京大学图书馆数字参考咨询服务为例

User Experience of Digital Reference Services:A Case of Peking University Library

用户是数字参考咨询服务的最终服务对象,因此对数字参考咨询的评价中用户的使用感受非常重要。文章从用户视角出发,根据用户对服务的评价心理模型,即用户对于服务具有总体感受、求全心理、求廉心理、求准心理、求快心理、防范心理,结合相关评价指标构建评价体系,并以北京大学图书馆的数字参考咨询服务为例进行试验评价,在此基础上为其数字参考咨询服务今后的发展提出扩展咨询知识库、建立监督体系、提高软件可靠性和提供个性化服务等改进建议。

User experience plays am important role in reviewing the quality of Digital Reference Service.From the view of user experience,the paper tries to put forward a set of indexes to judge the quality of digital reference services by analyzing the mental model of the users,which consists of overall feeling,recall ratio demand,low cost,precision ratio demand,fast speed and defense mechanism.Based on these indexes,the paper examines the digital reference services of Peking University Library,and gives some advices to its future development.