论公共图书馆参考咨询工作标准化的体系构建和未来挑战——以南京图书馆为例

On the System Construction and Future Challenges of Standardization of Reference and Consultation Work in Public Libraries:Taking Nanjing Library as an Example

标准化工作对于公共图书馆的高质量发展具有重要意义。以南京图书馆参考咨询工作标准化工作实践以及标准成果为例,论文探讨了由基础通用标准子体系、运行保障标准子体系、服务提供标准子体系、服务质量控制与评价改进标准子体系构成的参考咨询工作标准化体系,构建了一个以南京图书馆参考咨询工作十六个业务种类的服务提供标准为主体,有组织和制度保障,有日常管理,有考评和改进,有培训和贯标的业务整体。论文还分析了参考咨询工作标准化可能面临的挑战,提出了基于标准化工作实践的应对方案。

Standardization is of great significance for the high-quality development of public libraries.Taking the standardization practice and standard achievements of reference consulting work in Nanjing Library as an example,this paper explores the standardization system of reference consulting work,which is composed of a basic general standard subsystem,an operation guarantee standard subsystem,a service provision standard subsystem,and a service quality control and evaluation improvement standard subsystem.It constructs a service provision standard with 16 business types of reference consulting work in Nanjing Library as the main body,There is organizational and institutional support,daily management,evaluation and improvement,as well as training and standardization in the overall business.The paper also analyzes the possible challenges to the standardization of reference work,and puts forward the countermeasures based on the standardization practice.