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1、歡迎香港科技大學圖書館香港浸會大學圖書館 館員培訓課程- 圖書館發展與管理趨勢數碼參考諮詢服務主講: 陳麗霞女士香港科技大學圖書館 參考諮詢部主任 二零零一年 三月九日Outline大綱uTrends in Reference and Library Service 參考諮詢服務的趨勢uImpact of Internet 互聯網的影響uWhat is Digital Reference Service (DRS) 數碼參考服務uQuality of DRS DRS的特質uDevelopments of DRS DRS 的發展Email 電子郵件Web Form 網上表格Video Confe
2、rencing 視象會議Ask-a-ServiceReal Time 網上實時諮詢Collaborative Digital Reference Service 合作的數碼參考服務HKUSTs Experiences in CDRS 科大圖書館的經驗Commercial Services 商業服務uNow, What About Us?1. Trends in Reference and Library Service 參考諮詢服務的趨勢uARL: Reference queries handled per librarian, 6%-15% dropped in 1998/99uNation
3、al Center for Education Statistics: Reference statistics for all academic libraries 10% decreased from 1994-1996uAnne Lipow- “ Early signposts” 路標nDecreased circulation statistics 借書次數 nFewer walk-in users 讀者人數 nStaff cant keep up 職員追不上資訊發展nReference desk eliminated 取消諮詢台nOutsourcing on the rise 外判n
4、Reduced Reference service hours 諮詢時間 nSearch engines: automated reference librarian 搜索引擎代替nNeed for large building and staff decreased 對圖書館的建築和職員的需求 2. Impact of Internet 互聯網的影響uStrategies Group Survey: 100 million or one half of all adults in U.S. use the Internet in 1999, 54 % from 1998uM2 Press w
5、ire, November 21, 2000: 380 million Internet users worldwide. China is adding 2 million new subscribers a month. By July 2001, 800 millionuCarol Temopir and Lisa Ennis (1998) “In the digital age, the biggest change is increased user expectations. Increasingly, users expect to be able to find everyth
6、ing online, full-text. Technology lets us do much more, but it also increases expectations about what we can do” 在數碼時代, 讀者期望所有全文資料都可在線上找到uA survey was conducted on 150 academic library web sites in 1999, 45% (67) survey libraries offered digital reference service3. What is Digital (Electronic, Virtu
7、al) Reference Service? 數碼參考服務uAnswering the questions of users via the Internet ORuInternet-based Reference Service ORu“Ask-AN-Expert” (“AskA” services) are Internet-based Q&A services that connect users with individuals who possess specialized subject or skill expertise. Current DRS offer 2 main ty
8、pes of expertise-subject matter (providing mostly factual information) and process (providing mostly resource referral and instruction). Virtual Reference Desk 網上問答服務, 連接讀者與專家. 兩種服務: 主題答案和 指示過程4. Quality of DRS according to VRF DRS的特質uAccessible- email or web-based query forms 易於接近 的uFast turnaround
9、 e.g. 100% within 1-2 working days 快速uClear response policy 回覆措施要清楚uInteractive e.g. real-time reference interviews 交互式uInstructive 指導性uAuthoritative 權威性uTraining to prepare experts 訓練安排uPrivate 保密uReviewed 經評論的uPublicize 推廣的5. Developments of DRS DRS 的發展uEmail 電子郵件u1994 ALA Guidelines for Electroni
10、c Mail Reference Service -Describe the services offered 服務說明-Types of questions handles, not handled 答與不答問答種類 -Frequency the mailbox is checked 檢查郵箱次數 -Response time 回覆時間 -Confidentiality 機密 -Priorities 優先順序 -Others: how statistics are kepthow service is evaluated 其他 如數據的處理與服務評估5. Developments of DR
11、S uEmail 電子郵件uPros: convenience and privacyCons: delay and no reference interviewuEmail Reference Sites by Bernie Sloan5. Developments of DRS B) Web Forms 網上表格uInternet Public Library (IPL)uOpened in 1995uHosted by University of Michigan School of Information, Dr. Joe James uOver 10,000 patrons each
12、 day, receive 25-35 questions a dayuOver 35,000 Internet resources, pathfinders, FARQuPatrons submit questions via web form or email, software system QRC, QuirkuStaff and volunteers pick questions to answer, sent answers back via email, a few days 3 days uQuestions sent to archive, message tracking
13、history 檔案, 信息 跟 5. Developments of DRS C) Video Conferencing UC Irvine 視象會議uApple VideoPhone Kit - software - camera - microphone - color conferencing capability- fast connection to the Internet - Timbuktn program (a document sharing capability allowing the librarian to log into the same Medline se
14、ssion as the remote user)uAudio, video, chat window, whiteboarduStudents comments : excited about this high-tech, demand document delivery of full-text articlesDevelopments of DRS D) Ask a Service uVirtual Reference Desk VRD- sponsored by ERIC, US Dept of Education, supported from White House Office
15、 of Science & Technology Policy - General information and K-12 - Ask A consortium - Ask A + Locator - VRD Learning CenterDevelopments of DRS E) Real-time Reference Service 網上實時諮詢uAbout 30 academic & research libraries, government, public librariesuThey use 20 different real-time digital chatting sof
16、twareuE.g. NOLA Regional Library System in Ohio, uses e share software on its AskU - 14 libraries participate - 25-30 Qs a week - an operator can handle up to 6 patrons at a time - staff can push pre-composed presentationsuDemo on Live PersonuSlide Show on Santa Monica Public Library- Ask Me !Developments of DRS F) Collaborative Digital Reference Service 合作的數碼參考 服務uInitiated by Library of Congress uProvides professional refer
