| 媒介融合视角下高校图书馆参考咨询服务流程再造研究 |
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| 引用本文： | 闫舟舟,詹庆东.媒介融合视角下高校图书馆参考咨询服务流程再造研究[J].图书情报工作,2021,65(3):61-66. |
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| 作者姓名： | 闫舟舟 詹庆东 |
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| 作者单位： | 福州大学图书馆 福州 350116 |
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| 基金项目： | 福建省教育厅社会科学项目"福建省高校、科技、公共数字图书馆协同集成平台与机制研究"(项目编号:JZ170297)研究成果之一。 |
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| 摘 要： | 目的/意义] 通过再造参考咨询服务流程增加用户粘度,提高服务质量,从而扩大图书馆影响力。方法/过程] 采用文献调研方法,梳理参考咨询服务流程中用户、馆员、咨询平台、信息资源存在的问题;引入媒介融合理念,利用用户画像技术,在用户产生问题之前尝试信息推送。结果/结论] 打破传统参考咨询"先问后答,有问才有答"的服务模式,构建一个"答→问→答"的全新服务流程,为参考咨询工作的开展提供新的实施路径,并对参考咨询流程再造提出建议。
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| 关 键 词： | 媒介融合 参考咨询 流程再造 用户画像 |
| 收稿时间： | 2020-03-09 |
| 修稿时间： | 2020-05-31 |
Research on the Process Reengineering of Reference Service in University Library from the Perspective of Media Integration |
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| Yan Zhouzhou,Zhan Qingdong.Research on the Process Reengineering of Reference Service in University Library from the Perspective of Media Integration[J].Library and Information Service,2021,65(3):61-66. |
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| Authors: | Yan Zhouzhou Zhan Qingdong |
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| Institution: | Fuzhou University Library, Fuzhou 350116 |
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| Abstract: | Purpose/significance]Through reengineering reference service process,increasing user viscosity,improving service quality,so as to expand the influence of the library.Method/process]This paper used literature research method,and combed the problems of users,librarians,consulting platform and information resources in the reference service process,then introduced the concept of media integration,and used user portrait technology to try to push information before users have problems.Result/conclusion]To break the traditional service mode of"ask first,answer later,have questions,answer later",this paper has built a new service process of"answer→ask→answer",provided a new implementation path for the development of reference work,and put forward suggestions for reference process reengineering. |
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| Keywords: | media convergence reference service business process reengineering user portrait |
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