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1.
虚拟参考服务的实现方式对服务的影响分析 总被引：11，自引：3，他引：8
本文分析了异步(e—mail、web表单等)、实时(chat、video，Web customer call center software,Voice over Intemet Internet Protocol(VoIP)等)及全自动等虚拟参考服务方式对提问解答结果、对用户利用服务、对用户技能、对馆员技能、对服务管理、对支撑服务的信息资源的总体影响，以及对提问的适应性；为充分发挥各种实现方式的优势并降低各自的劣势对服务的影响，本文也特别强调了不同实现方式应该注意的问题。 相似文献
2.
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2013,45(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
3.
Factors affecting customer relationship management practices in Thai academic libraries 总被引：1，自引：0，他引：1
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2011,(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
4.
高校图书馆虚拟参考服务的现状与发展 总被引：2，自引：0，他引：2
虚拟参考服务是图书馆参考咨询工作的发展趋势。文章通过对我国“211工程”高校图书馆的调研,分析了当前高校图书馆虚拟参考服务的现状和存在的问题,提出了发展高校图书馆虚拟参考服务的几点建议。 相似文献
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6.
高校图书馆网上服务的互动交流性评价 总被引：3，自引：0，他引：3
通过对中国高校数字图书馆联盟49所高校图书馆主页反映的网上服务的调查统计分析，从服务项目设置、服务内容、技术功能、人员素质等方面揭示出目前高校图书馆网上服务的互动交流性存在的不足，提出强化网上服务的互动交流性能，拓展高校图书馆网上服务的发展空间和技术创新潜力。 相似文献
7.
高校图书馆开放存取信息服务的若干问题 总被引：2，自引：0，他引：2
开放存取信息服务是一种新型的图书馆服务,以动态性、融合性和个性化为主要特征。当前我国高校图书馆信息服务尽管形成了一定的工作模式,但是还存在诸如信息整合不完整、监管力度不力以及人员培养不到位等问题。将开放存取模式恰当地运用到高校图书馆信息服务中,能够进一步提高我国高校图书馆服务质量。 相似文献
8.
清华大学图书馆虚拟参考咨询案例分析与服务对策－表单咨询问题统计分析 总被引：5，自引：2，他引：3
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。 相似文献
9.
虚拟参考咨询服务礼仪探究 总被引：20，自引：0，他引：20
以虚拟参考咨询服务礼仪的内涵为切入点,结合虚拟参考咨询台（VRD）运行的现状,提出参考咨询馆员与用户应遵循的一些服务礼仪规则,并指出图书馆在保持服务礼仪方面应做到设计人性化VRD界面、考虑软件性能、注重用户研究、加强内部管理与培训等,以规范参考咨询馆员与用户的行为,提高虚拟参考咨询服务效率。 相似文献
10.
Julia McKenna 《Journal Of Access Services》2020,17(2):74-82
AbstractStudent employees are an invaluable asset to academic libraries. They supplement limited professional staffing, allow for students to engage with their academic community, and give work opportunities to those currently enrolled in school. This article reviews several practical ways to train library student workers that both minimizes hands-on staff time and allows for high customer service and student employee success. Best practices include (a) a student worker training assessment, (b) explicit student worker policies, (c) an annual mandatory training session, (d) online training, (e) a focus on student worker retention, and (f) unique student worker roles. 相似文献
11.
《The Reference Librarian》2013,54(95-96):125-148
Abstract Between October 2003 and July 2004, the Statewide Virtual Reference Project (a Washington State Library initiative funded by LSTA) developed the Virtual Evaluation Toolkit, or VET. The purpose of VET was to help libraries improve virtual reference services, with resulting increased awareness, usage, and customer satisfaction. VET includes three levels of evaluation tools with information on their implementation and examples of the use of results, along with a generic final report based on three test site evaluations (an academic, public, and special library). The complete manual is available on the Web in order to provide practical and meaningful tools and recommendations that encourage libraries to use them and also to report on their use. 相似文献
12.
Web2.0是互联网的新生事物.它具有主动参与、自组织、去中心化、社会性、微内容和开放性的特性.Web2.0的应用对图书馆的信息服务产生较大影响.以Blog、Rss、Wiki和Ajax等Web2.0的核心技术运用于图书馆的高校学科建设服务中,搭建良好的、开放的、互动的学术交流平台,将促进知识管理及学科建设的良性发展并有效推送图书馆的信息服务.参考文献11. 相似文献
13.
《图书馆管理杂志》2013,53(1-2):149-168
Abstract As library service providers for distance learners, we are constantly searching for ways to improve communication, share our knowledge, and make distance learners aware of our resources. Virtual (real-time chat) reference is yet another tool to utilize in reaching these students. While virtual reference has been around for several years, and is offered by many libraries, the four institutions comprising this service have taken a variety of paths to reach the current stage-a collaboration among academic state university libraries of varying size. This paper discusses collaboration aspects such as differences in institutional cultures, negotiations, planning and implementation, developing policies and best practices, staff training, technology issues, and lessons learned that can be applied to any collaborative project. 相似文献
14.
《The Reference Librarian》2013,54(72):51-63
Abstract Even though every library, whether research, academic, public, special, or school will tailor their service to accommodate the specific needs of their customers or community, a common thread-our attitude toward customer service-bonds all librarians. How can we improve our desire to serve with a smile? Does a smile make a difference in customer service? What are some libraries doing to motivate their employees? How can we help one another on the job? This article will explore these and other related questions. Today's libraries are competing with a variety of information sources, some of which are easily available to the user through the Internet. In order to help preserve our most valued asset-our customers-libraries need to incorporate a well-developed, quality customer service program in their operational plan and budget. 相似文献
15.
网络社区在图书馆服务中的应用分析与研究 总被引：1，自引：0，他引：1
图书馆作为一个实体社区,实现服务创新,需要跟随信息技术的进步而发展。网络社区为高校用户提供了各种互动交流的空间,在图书馆得到了充分的应用。通过分析网络社区在图书馆服务中的应用现状,并结合问卷调查和分析得出,图书馆需要创新网络社区服务内容和平台,为高校用户提供更多实用的系统的主题社区服务。 相似文献
16.
虚拟现实技术及其在图书馆的应用 总被引：2，自引：0，他引：2
虚拟现实技术具有沉浸性、交互性和想象性三大特征,增添了新的多维感触与人机交互方式,在图书馆场景建设、信息资源建设、读者服务工作中都有其广阔的应用空间。但现阶段虚拟现实技术在图书馆应用中遇到了虚拟现实技术设备商业化程度不高、视景生成技术自身还不够成熟、应用虚拟现实技术的图书馆少等问题,因此图书馆应积极关注虚拟现实技术、两种视景生成技术交互使用,加大宣传力度,推广虚拟现实技术。 相似文献
17.
Charles H. Becker Jr. 《图书馆管理杂志》2013,53(4):341-364
ABSTRACT This article provides perspective on the research habits of Millennials, placing them in generational context while questioning whether adherence to generational differences hinders educational pedagogy. An exploratory survey at Pima Community College (PCC) East Campus provides context from which Millennial behaviors, commonly perceived by faculty and in literature, can be scrutinized. The article discusses the preference for experiential learning across generations and the misnomer of the digital native, while discussing the student as information consumer and the consumer behavior behind library use. The significance of customer service and user education to library use is demonstrated. The future of libraries is discussed to include service barriers and the outlook that the Web is enhancing rather than eliminating the need for libraries. 相似文献
18.
Elizabeth Tilley 《New Review of Academic Librarianship》2013,19(1):129-148
This article explores the adoption of Community Learning in a subject-specific academic library. The underlying principle for Community Learning is established as being co-agency. The rationale for adopting this theme and related principles are the results of student surveys demonstrating that librarians and libraries are not often used by students for assistance with their studies. Although much work has been achieved by librarians in improving their teaching skills, students may not choose to take advantage of learning provided in academic libraries. Current developments in US academic libraries are compared with the proposed model of Community Learning. The case study explores a number of methods employed by the library staff to engage with the whole community of which it is a part in fostering effective learning. The case study community already provides a tailored and personalized service and views Community Learning as another aspect of the service. It is possible to conclude that the methods adopted have proven to be useful, but more work is needed to embed the co-agency principle more firmly and strategically within the Faculty. Establishing the impact of Community Learning has yet to be formally investigated, but anecdotal evidence demonstrates that the route is worth pursuing. 相似文献
19.
[目的/意义] 科研数据的管理和服务已被视为高校图书馆和学术图书馆的重要任务之一,参考借鉴国外相关经验能够促进我国高校图书馆科研数据服务的研究和实践。[方法/过程] 从科研数据服务类型、馆长观念和馆员培训及RDS相关合作与学科支持等方面,详解最新发布的《欧洲学术研究图书馆科研数据服务》调查情况。[结果/结论] 结合国内相关研究及发展状况,归纳科研数据服务的要素和流程,并从RDS内部要素发展、RDS合作关系管理以及RDS服务类型选择等方面,对我国高校图书馆的科研数据服务发展提出建议。 相似文献
20.
This article discusses the InfoEyes Information Service, an innovative virtual reference service for individuals who are print-impaired, which began as a pilot project in 2004 and continues to serve this historically underserved population. The context for this discussion is framed by a brief historical summary of the provision of library services for people who are blind or visually impaired in the United States. Challenges facing this service such as accessibility of virtual reference chat products, reference staffing issues in talking book libraries, and the relationship to public library virtual reference services are also presented. 相似文献