| 基于用户评价视角的参考咨询服务质量优化措施 |
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| 引用本文： | 张联锋.基于用户评价视角的参考咨询服务质量优化措施[J].图书馆论坛,2012,32(5):139-143. |
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| 作者姓名： | 张联锋 |
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| 作者单位： | 河南科技学院,河南新乡,453003 |
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| 基金项目： | 2011年度河南省政府决策研究课题“基于用户交互行为的图书馆信息服务可持续发展评估与实证研究” |
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| 摘 要： | 文章在分析用户评价内涵基础上,比较商业和图书馆参考咨询服务两种环境中用户评价的不同,简论参考咨询服务用户评价的影响因素,在此基础上形成基于用户评价视角的参考咨询服务质量优化措施,主要包括:以用户信息行为为基础,重塑参考咨询平台;以解决用户问题为目的,优化重组参考信息源;以用户感知为标准,促进服务流程再造;以用户监督为主导,构建用户反馈系统。
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| 关 键 词： | 参考咨询 用户评价 服务质量 |
Optimization Measures of Reference Service on Perspective of user evaluation |
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| ZHANG Lian-Feng.Optimization Measures of Reference Service on Perspective of user evaluation[J].Library Tribune,2012,32(5):139-143. |
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| Authors: | ZHANG Lian-Feng |
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| Institution: | ZHANG Lian-Feng(Henan Institute of Science and Technology,Xinxiang 453003,China) |
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| Abstract: | On the base of analysis on Connotation of user evaluation,the paper compares the differences between commerce and reference service,simple remark on the influencing factors of user evaluation on reference service,forming these measures,mainly includes: remodeling the platform of reference service on basis of user’s information behavior;optimization restructure of reference information resource as the purpose of solving user’s question;promoting service process reengineering as the standard of user’s Perception;construction of the system on user’s fatback as the Leading of user’s monitoring. |
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| Keywords: | reference service user evaluation service quality |
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