用户对数字参考服务质量的影响分析

Impacts from Users on the Quality of Digital Reference Services

参考服务是人与人在虚拟环境中进行交流而实现的服务 ,其质量是综合因素共同作用的结果 ,人的因素对服务质量的影响尤为关键 .文中从用户端的角度 ,全面分析了其对数字参考服务各阶段可能产生的影响和影响因素 ,解释了为什么要重视用户对数字参考服务质量的作用 ,并提出了有效发挥用户对服务积极影响的策略 .

Among the factors impacting on the quality of digital reference services, the factor of users is very important. The paper analyzed the impacts of users on every stage of a digital reference transaction, argues that it is of significance to give more attention to the audience of digital reference services and recommends some strategies to improve the users positive influence on digital reference services.