在线客服软件运用于高校图书馆网络参考咨询服务研究

Research on the Application of On-line Customer Service Software in Networked Reference Service of University Library

网络参考咨询服务是高校图书馆不可或缺的高端服务。对湖北省33所本科院校图书馆开展实时网络参考咨询服务情况进行了调查,介绍了网络参考咨询服务的主流软件,通过分析,指出在线客服软件在图书馆广阔的应用前景和面临的实际障碍。

Networked reference service is an indispensable high -end service of university library. This paper investigates the situation of real-time networked reference service of 33 university libraries in Hubei Province, introduces the dominant software for networked reference service, and through the analysis, points out the broad application prospect and practical Obstacles of on-line customer service software.