排队论模型在高校图书馆参考咨询服务中的应用

Application of Queuing Theory Model in Reference and Consulting Service of University Libraries

数字参考咨询服务在学科规划、质量工程建设及服务师生方面具有重要作用,但该服务系统主观性和随意性较强,导致服务资源配置与实际需求匹配性不好,存在排队现象。以安徽理工大学图书馆参考咨询服务系统为例,基于本系统服务现状,利用运筹学中的排队理论建立数字参考咨询服务模型,明确了该系统的业务范围、弊端及解决思路。利用该模型对服务用户的调查问卷进行优化分析,获得了95%用户满意度条件下数字参考服务系统中的服务台数量、排队制式、休息等候座位数量等关键技术指标,为高校图书馆数字参考咨询服务平台建设提供重要参考。

Digital reference and consulting service plays an important role in subject planning,quality engineering construction and services for teachers and students,however,the service system is highly subjective and random,resulting in poor matching of service resource allocation and actual demand,and queuing phenomenon occurs.Taking the reference and consulting service system of the Library of Anhui University of Science and Technology as an example,this paper establishes the digital reference and consulting service model based on the service status of the system by using the queuing theory in operational research,and clarifies the business scope,disadvantages and solutions of the system.The model is used to optimize and analyze the questionnaire of service users,and the key technical indexes of the digital reference and consulting service system,such as the number of service receptions,the queuing system and the number of waiting seats for rest,are obtained under the condition of 95%user satisfaction,which provides important references for the construction of digital reference and consulting service platform in university libraries.