摘要
阐述提高图书馆虚拟参考咨询服务质量的必要性;对清华大学图书馆虚拟参考咨询系统THLVRS接受的访问量及表单咨询问题的类型进行统计分析,以了解用户范围、咨询问题类型;从FAQ库的建设、咨询解答的深度与广度三个方面提出提高服务质量的对策。
It is said in this paper that there is great significance for libraries to improve their service quality of the virtual reference service. Based on the visitors statistic analysis and the users form - questions of the virtual reference in the library of Tsinghua University, strategies are presented on how to provide good reference service in order to meet the users needs.
出处
《图书情报工作》
CSSCI
北大核心
2005年第8期127-130,共4页
Library and Information Service
关键词
图书馆
虚拟参考咨询
服务质量
案例分析
library virtual reference service service quality case analysis
