First, the characteristics of digital archives information service based on knowledge management
(1) "People-oriented", user-centered knowledge service is an information activity to meet users' knowledge needs, and user-centered pursuit to meet users' knowledge needs is the fundamental principle of knowledge service. All services of digital archives should be user-centered and meet users' knowledge needs as the starting point, collect and select all kinds of file information according to users' actual needs, and provide indexing guidance for users' file information needs. Therefore, all knowledge services of digital archives should be user-centered, and relevant systems and service strategies should be formulated.
(2) Paying attention to the discovery of "archival tacit knowledge" and enhancing the potential value of archives are very important for archival knowledge service. By analyzing the questions raised by users, according to the integration of existing or historical data, we can find and discover valuable archival information, classify, organize and process this kind of information, analyze the hidden knowledge chain among various information content structures, and finally find the archival information that meets the needs of users and provide it for external use.
(3) Knowledge innovation with "service innovation" as the fundamental goal is the potential driving force of digital archives service, so the essential feature of digital archives knowledge service is innovation. On the one hand, it is necessary to continuously collect and provide relevant file information according to the needs of users, and constantly discover new knowledge in the process of solving problems; On the other hand, archivists process, sort out and reorganize knowledge to make these archival information more organized and targeted, and then provide these archival information for external use with new methods and new ways.
(4) Emphasis on "personalized service content" The traditional file service model is too simple to solve the actual requirements of users or deep-seated file information needs, while knowledge-based services provide one-to-one solutions to practical problems from the user's point of view according to the actual needs of users.
(5) The knowledge service under the background of "comprehensive integration" of digital archives based on archival resources is to organically combine various resources (hardware resources, human resources, information resources and technical resources) and give full play to the integration advantages of digital archives in human resources, intelligence, information and technology. The "comprehensive integration" of archival resources will provide diversified knowledge services based on the open external service model.
Second, the service types and modes of digital archives based on knowledge management
The service modes of digital archives resource utilization are diversified, including the archive service utilization mode based on portal website, self-service mode based on archive information publishing and utilization platform, archive information consulting service mode based on modern communication means, and local service mode based on electronic reading room and traditional reference room.
1, a university based on knowledge management. The service modes of archival information resources can be summarized into the following categories:
(1) Conditional, self-help most common file query service in colleges and universities. Users can query the archives filed by their own units over the years according to different permissions, and can also query the full text of open digital archives information. Teachers and employees can access the open file catalogue and digitally scan the full text without leaving home. At the same time, it also provides conditional file services such as online appointment, telephone and email.
(2) Timely and browsing services are aimed at general users who generally don't know about collections but need to use them. According to the needs of users, files are classified according to topics and automatically sorted, forming in-depth file information products such as topic compilation. Through websites and other forms of display, for example, many college archives websites have special columns such as graduation photo, special compilation, appointment and dismissal of cadres, teaching awards, management awards, and scientific research awards.
(3) School researchers who have certain requirements for file query in scientific research and push services. Archivists collate the archival information that users are interested in through compiling and researching the Chen Zhan platform, and mine the relevant information of the collection on the basis of in-depth research on special topics, so as to provide in-depth archival information, such as the special editing and researching service launched by archival websites.
(4) Personnel file service is mainly for students. Graduates can submit applications for degree certification through the archive website, upload relevant certificates, and handle them after approval, which greatly facilitates users.
(5) Chen Zhan's sex file service Chen Zhan's sex file service is based on the digital achievements of archives, focusing on the school center work such as the construction of university culture, making use of rich archives information resources, holding online exhibitions with distinctive themes in the form of special exhibitions, and carrying out publicity and education work.
2. The service mode of digital archives based on knowledge management.
(1) Archives information integration service mode With the continuous improvement of the information enjoyment of digital archives, an amazing number of various types of archives information resources are gathered together, and different forms of digital archives resource libraries emerge as the times require. File users have more ways to obtain file information, which leads to too much information to choose normally. This requires that digital archives must provide users with integrated archival information resources, classify and integrate these information according to their sources, summarize different types of archival information into an organic whole, and then provide users with one-stop service.
(2) Archival information value-added service mode A huge information system has been formed under the digital archives environment. In order to make archival users experience the undifferentiated information service, archivists need to screen the massive information and generate brand-new archival information resources with certain value, so that archival users can obtain information products with certain knowledge content, thus realizing the value-added of archival information.
(3) Self-service mode This is a user-centered service. Users can click on the website of the archives according to their own needs to find the relevant file information they need. This model requires users to have certain basic knowledge of archives and self-service ability.
(4) Personalized service mode, also known as customized service, is a user-centered service mode tailored to users' needs. Based on user satisfaction, it provides active services, conducts two-way communication with users by studying their behaviors and habits, so as to design a personalized service model that users expect, actively provide characteristic services that meet users' needs, and finally realize users' all-round information needs.
Third, the construction strategy of digital archives service system based on knowledge management
1. Establish a service mode of "active interaction".
The most important principle of knowledge service is to provide different services according to different users. University archives should classify users according to their levels, and then provide different services according to different users. For example, (1) ordinary file users are ordinary users in the file information service, and their file knowledge level is not high. The use of file information is basically to consult paper and intuitive file information. (2) The users of scientific research files generally refer to university researchers or teaching staff who undertake scientific research work. They are used for scientific research or teaching, which is very targeted. Generally, the file information is inquired around a scientific research topic or teaching content. (3) Business-oriented file users generally refer to various departments of archiving. They mainly copy the original files to meet the needs of daily work. (4) The users of social files are often college graduates, whose purpose is to issue graduation certificates, translation results, etc. For work needs.
2. Build and enrich archives information resource library.
The knowledge management of archival information should attach importance to the collection of archival information resources, and the information resource base with rich content is the source of knowledge service. If digital archives want to provide in-depth archival information services for the society, it is necessary to build a rich archive information resource pool. For example, all kinds of file directory-level information base, multimedia file resource base, celebrity file information base, paper system information base and so on.
3, improve the archives information service laws and regulations.
Several key points of archives information environment security include: the security of archives information input, the security of archives information storage and the security of archives information transmission environment, so different security systems should be formulated for different links. For example, the digital scanning of archives and archives information websites has formulated a series of systems: ① Detailed rules for the implementation of electronic document metadata in digital archives; (2) Technical specifications for digitization of paper files in archives; ③ Description and indexing rules of archives information in digital archives; (4) Archives computer network security and virus prevention manual; ⑤ Interim Measures for the Administration of Archives Portal Website, etc.
4. Strengthen the development of archives human resources.
Talent is an important factor in the knowledge service system, and the innovative ability of knowledge service depends on the innovative consciousness of talent. Introducing and cultivating archives professionals is the key to do a good job in archives information service. Archivists should participate in all kinds of information technology and network technology training in a planned way, so that archivists can not only understand the knowledge of file management, but also master the knowledge of computer technology and network technology. According to the actual situation, we should introduce compound talents who know both file management knowledge and computer technology in a step-by-step and planned way, and make contributions to improving the ability of file information service.
5. Establish an archive knowledge sharing platform.
The ultimate goal of knowledge management is to realize knowledge sharing and innovation, and the social value of archival information can only be reflected in the process of utilization and sharing. The significance of archival information service lies in creating favorable conditions for users' information needs and realizing the sharing of archival information resources. Therefore, it is necessary to strengthen the development, management and utilization of tacit knowledge in archives, create a mechanism and platform that can make tacit knowledge interact with explicit knowledge, and build a knowledge base and information exchange platform within digital archives to make tacit knowledge explicit and transform it into service products.
6, the establishment of archives information service evaluation system.
In order to ensure the efficient development of archival information service, digital archives need to evaluate the whole service system frequently. Therefore, it is necessary to establish a feedback platform for archival information service. Through this platform, archive users can score or leave messages on the service before the end of the service (similar to the evaluation service of banking business), and regularly conduct questionnaires to archive users to obtain more detailed feedback information. While analyzing the feedback information, archivists find out the defects and problems in their work, so as to improve the information service mode.