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数字化咨询 Virtual Reference Services

数字化咨询 Virtual Reference Services. 李海鹏 美国欧柏林大学 2007 年 7 月 中国. 数字化咨询 Virtual Reference Services. 概况 Overview 技术发展 Technological developments 因特网 Internet 扩展 Expanding 复杂 Complex 网上工具 Web tools 在线交谈 Instant Messaging (IM) 虚拟 / 网上社区 Online Communities 使用方式 User learning patterns

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数字化咨询 Virtual Reference Services

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  1. 数字化咨询Virtual Reference Services 李海鹏 美国欧柏林大学 2007年7月 中国

  2. 数字化咨询Virtual Reference Services • 概况 Overview • 技术发展 Technological developments • 因特网 Internet • 扩展 Expanding • 复杂 Complex • 网上工具 Web tools • 在线交谈 Instant Messaging (IM) • 虚拟/网上社区 Online Communities • 使用方式 User learning patterns • 53 million adults send instant messages on a daily basis(2004 article: How Americans Use Instant Messaging? Library Journal 4/1/2005) • 提供方便，索取信息 Providing easy access

  3. 数字化咨询Virtual Reference Services • 图书馆宗旨 Library Mission • 提供优质服务 Providing quality services • 学习 Support learning • 教学 Support teaching • 科研 Support research

  4. 数字化咨询Virtual Reference Services • 专业反应 Professional Response • 美国图书馆协会标准 Guidelines from RUSA, ALA • 数字化咨询讨论委员会Virtual Reference Discussion Group, ALA • 图书信息领域会议 Professional conferences • 全国范围 National • Collaborative Virtual Reference Symposium Denver, Colorado, July 31- August 1, 2007 • Virtual Reference Workshop 2.0 University of Maryland, College Park, April 19 – May 7, 2004 • 区域范围 Regional • OhioLINK IM Chat Reference Workshop,Columbus, Ohio, June 6, 2007 • 当地/本校 Local • In-house training programs

  5. 数字化咨询Virtual Reference Services • Definition from RUSA • “Virtual reference is reference service initiated electronically, often in real-time, where patrons employ computers or other Internet technology to communicate with reference staff, without being physically present. Communication channels used frequently in virtual reference include chat, videoconferencing, Voice over IP, co-browsing, e-mail, and instant messaging.” --Reference and User Services Association, 2004. “数字化咨询是一种网上/电子服务，通常是在线交谈； 信息使用者通过电脑或其他网上技术同咨询人员进行交流。此种交流无需本人在场，面对面交谈。数字化咨询通常使用的工具包括网上聊天，电视会议，声传系统，共同浏览，电子邮件，和在线交谈。”（美国咨询与读者服务协会，2004 年）。

  6. 数字化咨询Virtual Reference Services • 数字化服务形式Forms of Virtual Reference • 电子邮件 Email • 服务台电子邮件 Desk email • 个人电子邮件 Individual email • 网上咨询表 Web Forms • 在线服务 Chat reference/IM • 数字化服务联盟 Collaborative network

  7. 数字化咨询Virtual Reference Services • 实施 Practices • 联盟服务 Consortial • 俄亥俄州高校图书馆联盟OhioLINK Chat Reference • 为六十万学生，教师，员工服务Service to 600, 000 patrons

  8. 数字化咨询Virtual Reference Services • 实施 Practices • 联盟服务 Consortial • 俄亥俄州公共图书馆联盟Know It Now: Ohio Public Libraries • 2007年5月一个月之内回答13,000个问题13,000reference questions in May of 2007

  9. 数字化咨询Virtual Reference Services • 实施 Practices • 联盟服务 Consortial • 伊利诺州网上服务Ask?Away: Illinois Libraries Online

  10. 数字化咨询Virtual Reference Services • 实施：个别学校 – 欧柏林大学Practices: Individual Libraries – Oberlin College

  11. 数字化咨询Virtual Reference Services • 欧柏林大学图书馆在线服务Oberlin College IM Service – Trillion

  12. 数字化咨询Virtual Reference Services • 欧柏林大学图书馆在线服务Oberlin College IM Service - Trillion

  13. 数字化咨询Virtual Reference Services • 准备工作 Preparing for Virtual Reference Services • 长期服务项目 Long-term integration of the reference services • 不应作为临时项目处理 Should not be ad hoc • 要做长远计划 Should be forward looking • 行政支持 Administrative support • 人员配备Staffing • 预算安排 Cost • 计划适当 Good planning • 管理问题 Management support • 人员得当 Staff commitment • 软件选择 Software selection • 电子资料 Collection development consideration

  14. 数字化咨询Virtual Reference Services • 提供服务 Provision of Service • 广为宣传 Promotion and Publicity • 使用者上网 Technical issues: patron authentication • 使用标准 Guidelines and policies for using service • 确定使用者 Define audience • 人员安排 Staffing • 时间安排 Hours

  15. 数字化咨询Virtual Reference Services • 评估与鉴定 Evaluations and Assessment • 收集数据 Keeping statistics • 使用次数 Number of visits • 问题种类 Kinds of questions • 使用资料 Sources used • 优质服务 High quality service • 使用者满意 User satisfaction • 信息及时，准确 Information timeliness and accuracy • 服务效率 Service effectiveness • 听取意见 Input from users and staff • 使用数据 Usage statistics • 使用者建议 Patron feedback • 员工反映 Staff response • 复审问答 Reviewing transcripts • 改善服务 Making adjustments and improvements

  16. 数字化咨询Virtual Reference Services • 美国国会图书馆资料 Resources: http://www.libraryhq.com/digref.html at LC

  17. 数字化咨询Virtual Reference Services • 问题与挑战 Issues & Challenges • 服务宗旨 Mission reminded • 技术问题 Technology • 馆员认识 Commitment • 不断评鉴 Constant evaluation

  18. 数字化咨询Virtual Reference Services 谢谢！ Thank you!

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