美国高校图书馆“主动式”聊天参考咨询服务的调查与研究

Study on Proactive Chat Reference Service in American Academic Library

调查了美国高校图书馆“主动式”聊天参考咨询服务的现状,分析了其存在的问题,以期为我国高校图书馆的虚拟参考咨询服务改革提供新思路。通过文献调研、网络调研以及邮件访谈等研究方法,考察了美国高校图书馆“主动式”聊天参考咨询服务的聊天软件的特点、自动激发时间设置、嵌入网页选择以及参考咨询人员配置模式等具体实践情况。美国高校图书馆提供“主动式”聊天参考咨询服务后,在线参考咨询量飞速提升,复杂咨询问题的数量也随之增加。

The study investigates and analyzes the successful practice of proactive chat reference service in American academic libraries,which provides innovative ideas for the virtual reference service of university libraries in China,and improves the awareness and utilization of library users.Using the methods of literature review,Internet research and e-mail interview,it investigates the characteristics of chat widget,pop-up time setting,embedded web page selection and reference consultant configuration mode of active chat reference service in American academic libraries.With the proactive chat reference service provided by American academic libraries,the online reference service transcript has increased rapidly,and the number of in-depth questions has also increased.