数字参考服务质量评估问题的理论与实践探讨

Evaluation of Quality for Digital Reference Services:Theory and Practice

随着图书馆网上实时参考服务的迅速崛起,为了保障其顺利可持续发展,有关数字参考服务质量评估标准的研究日益受到关注。文章介绍了国内外相关领域研究的情况,从服务系统、服务过程、回答质量、用户满意程度、服务统计、成本测度和服务开放程度等七个方面考虑,提出了三级服务质量评估指标体系,并列出了具体指标项目。

With the rapid development of web-based real-time reference services by libraries,much more attention has been attached to the standard for digital reference service evaluation.This paper intro- duces the progress made in the fields home and abroad and brings forward the system of 3-level indicators for digital reference service evaluation in seven aspects such as service system,service process,answer quality,degree of users' satisfactory,service statistics,cost measurement,and service openness.