Abstract〕This article reveals the concept, type, and characteristics of online reference consulting services, a new service method that is currently relatively promising. It also gives a detailed description of the establishment and implementation of the online reference service model in university libraries as well as the resource conditions that should be possessed to improve the service model.
With the rapid expansion of information and the popularization and development of the Internet, information resources are developing towards digitization and networking. More and more users have the ability to use the Internet and increasingly rely on the Internet for information Retrieval and utilization, therefore, users can make inquiries without any system, resource, or geographical restrictions, and hope to obtain reliable answers as soon as possible. Reference librarians in traditional libraries can only answer readers' questions with the help of the reference desk, over the phone, or through face-to-face communication with users, but they cannot answer the questions raised by readers online in the first time. Obviously, traditional libraries are no longer able to meet the needs of users. With the increase in online electronic information resource services in libraries and the construction of digital libraries, consulting librarians can answer questions online and push valuable information to users in the form of pages. , which not only allows users to know the information resources recommended by consultants, but also allows users to intuitively enjoy the picture. Consulting librarians can also solve some difficult problems through "face-to-face" conversations with readers through the Internet. This new type of service The method is the online reference consulting service that is relatively promising today. In the past few years, many network-based online reference services have emerged abroad, such as the Collaborative Digital Reference Service (CDRS) launched by the Library of Congress and OCLC, and the Virtual Reference Desk launched by the US Department of Education. (VRD——Virtual Reference Desk) etc. At present, some major libraries in China have successively adopted this service model, such as the Shanghai Library's cooperative online consultation service project, which has gradually been recognized by users. Especially in the turbulent construction of digital libraries, in order to answer readers' questions when using digital libraries to the maximum extent and as quickly as possible, it has become inevitable to carry out digital online reference services in the network environment. Many libraries Online reference services have been regarded as an important part of digital library construction.
Online reference service, also known as digital reference service, virtual reference service, networked reference service, electronic reference service Services refer to reference consulting services that meet readers' various information needs through FAQ database, email, online chat, online browsing, etc.
1 Types of online reference consulting services
The most basic online service is to collect most of the readers’ most common questions and answers to establish a FAQ database. Readers can Before seeking help from a librarian, consult this database. For example, the online service system developed by South China University of Technology provides campus network users with online consultation on "how to use the library" and "how to find literature information", and librarians will provide answers in the shortest possible time. This type of system usually only lists a set of frequently asked questions, and readers will be at a loss when encountering problems that do not appear in the frequently asked questions.
At present, the relatively simple and popular form of online service is to use e-mail, spreadsheet, information express BBS system, message board, etc. or a combination of several methods to achieve online reference consulting services. The usual method is Set up a "reference consultation" link online. For example, the Shanghai Library's cooperative reference consultation service uses a combination of electronic forms and emails. When readers encounter problems, they can directly fill in the electronic forms to the selected consultants, and after the system converts them, they will be forwarded to the experts by email. , experts will be allowed to answer readers' questions via email within a week. Tongji University Library adopts the BBS method to implement online reference consultation services. A special column is set up in the BBS system. Readers can send their questions directly through the BBS, and the consultants also answer the readers' questions through the BBS. Anhui University Library uses a message board format through which readers and consultants can ask questions and answer questions.
This type of approach also uses simple database management for retrieval purposes.
In a network environment, readers and reference librarians log in to the server to enter the real-time consultation system, simulating face-to-face consultation scenarios for consultation and Q&A. This new service form is called real-time digital reference consultation service, or Real-time interactive reference consultation service. It includes two forms: online chat and online browsing. Some foreign library and information institutions have adopted this method for reference consultation services. Currently, the most widely used online chat software technology is chat software. About 500 libraries around the world provide chat reference services. This type of method is a truly real-time method and answers readers' questions in the first time. Currently, this software is used by Ask a Librarian Live developed by LSSI in the United States, QuestionPoint used by OCLC and the Library of Congress, and Shanghai Jiao Tong University in my country. The library's real-time answer system also uses this technology. ***The co-browsing method uses Co-browsing technology. This technology can recommend valuable information to the reader in the form of a page when necessary, so that the reader can follow the consultant's ideas and proceed step by step along this page. , get the final answer. This kind of method is vivid and intuitive, and has high consulting value when encountering situations that are difficult to describe in words during the consultation process.
2 Characteristics of online reference consulting services
Online reference consulting services are based on continuously innovative knowledge. It is a knowledge-intensive and intelligent consulting service method, so it has Three characteristics. Targetedness means adopting different service strategies and providing different information and knowledge according to different users. Initiative, that is, proactively recommending corresponding resources according to the user's professional characteristics and research interests. Guidance, through user interactive query and knowledge evaluation, cultivates user personality, triggers needs, and improves the utilization of digital resources. Flexibility. According to the needs of readers, online consultation services can be flexibly chosen. When a consultant is on duty online, we can have a conversation with readers online through the real-time answer area provided, or we can consult by phone. When there are no consultants on duty online, readers can go directly to our FAQ library to see if there are already answers to the questions they want to ask. Readers can also send questions to the consultant through the email address of the help desk, and he will get the answer to his question soon.
3 Contents and steps for the implementation of online reference consultation services in university libraries (hereinafter referred to as online reference consultation services)
3.1. Contents of online reference consultation services
3.1.1 Provision of professional literature
Provide the full-text content of various traditional media literature classified according to readers’ professional needs. These include professional books, professional reference books, professional newspapers, professional journals, professional academic conference proceedings, professional doctoral theses, informal government publications and other sources.
3.1.2 Information resource retrieval
Use databases and resource libraries as information sources to provide readers with professional database entry information. Such resources include purchased databases, self-built databases and external databases. It is composed of multiple resources such as chain database. The database format is mainly bibliographic and full text.
3.1.3 Special consultation services
Readers submit special consultation requests to the library’s consultation department, and the library uses professionals to collect, organize and finally provide information on the questions raised by readers. Consulting reports recognized by experts and special consultations will eventually form a special consultation database for readers to choose and use.
3.1.4 Information Navigation
A comprehensive navigation system that includes the knowledge scope of each column of the digital library website. It is also the specific method for the digital library’s distributed resource library to achieve seamless cross-repository linking in different places. manifestation. The navigation link site mainly consists of links to the characteristic resource libraries of digital library alliance units dedicated to the construction of digital library resource libraries.
3.2 Steps for implementing online consulting services
3.2.1 Establishing a user database
Provide resources in a targeted manner based on the characteristics of teaching and scientific research in colleges and universities and service content; understand information needs in a targeted manner and establish various user databases. For example: databases for key disciplines, key professional teacher users, scientific research management users, ordinary teacher users, and doctoral and master's student users.
This database should be supplemented with information in a timely manner according to the changes in users, and strive to form a more complete information database.
3.2.2 Establish a consulting service network
The library can establish a service network at three levels: basic services, that is, portal services, which are provided by front-line reading rooms and lending desks Provided by personnel; intermediary services, which provide new resource introduction and resource search methods (focusing on search methods for network information resources) services, are provided by consulting librarians; professional services are provided by subject librarians in a certain professional field under the guidance of experts In-depth, instructive information needs services. Consultation records are required for all levels of services and are regularly summarized in the consultation case database.
3.2.3 Carry out online consultation services
Design a virtual consultation desk framework, which mainly includes "consultation librarians, subject librarians", "frequently asked questions (FAQ library)", " Modules such as “Consulting Case Library” and “Consulting Service Briefing”.
The "Consulting Librarians, Subject Librarians" module mainly contains information about consulting librarians and subject librarians. It mainly includes the service content of consulting librarians and subject librarians and the methods of contacting them, which is convenient for Users consult by phone and email.
The "Frequently Asked Questions (FAQ Library)" module mainly lists common questions about library service content, service items, collection resources and their utilization, and provides concise answers. According to statistics from Tsinghua University and Peking University, the form of FAQ mainly focuses on library literature retrieval, database retrieval, circulation reading and consulting services. General readers will encounter these problems.
The "Consultation Case Library" module mainly stores various consultation records, representative consultation questions, and provides search methods and results for the problems. The following is an example from the literature database established by the National Library.
Consultation content: Ancient Chinese garden architecture, ancient Chinese city-related literature. (Client: a university in South Korea)
Undertaken by: National Map Information Consulting Center
Search results: 1. CD-ROM search of 44 bibliographies of ancient Chinese garden architecture; bibliography of ancient Chinese cities 140 items.
2. The search provided 155 related journal numbers. 3. Select 55 volumes of publications and copy more than 150 pages of documents. 4. The full-text search of People’s Daily retrieved 1 document. 5. Paid services
3.2.4 Collect frequently asked questions, which can be collected based on library situation introduction, circulation reading issues, document search issues, information service issues, etc.
3.2.5 Summarize consulting cases, focusing on information utilization and retrieval methods.
3.2.6 Using the corresponding information service software, you can complete the linking of each module of the entire virtual help desk.
3.3.7 Maintain and update the virtual help desk, regularly add new questions and cases, and report new resources and service content at any time.
4 Resources that online reference services should have
4.1 Human resources,
Reference reference personnel are key figures in online reference services in university libraries. Their work Enthusiasm and professionalism will be the link between libraries and readers, and online services have put forward very high requirements for them, requiring them to have a deep foundation of professional knowledge and profound cultural qualities, and at the same time have Sharp thinking ability and communication skills with readers. In order to improve the overall level of library online consultation services, it is necessary to improve the comprehensive ability of online consultation personnel so that they can be proficient in retrieving and consulting online information. The comprehensive ability mainly includes four aspects: information ability and good information awareness. Master and apply modern information technology; scientific research ability, the acumen to discover problems in the reference consulting service process, and summarize and sublimate the practical experience of reference service in a timely and effective manner; public relations ability, communicate with various information users and understand their true Information needs; communicate with relevant departments, carry out collaborative consultation, and actively promote the service purpose and service content; have the ability to unite and collaborate, and have the spirit of teamwork to make various reference consulting service projects promote and complement each other.
4.2 Perfect technical conditions
The implementation of online consulting services requires sufficient network information sources, such as relevant professional electronic publications, databases, online search information sources, and Internet information sources, etc.; and the acquisition of all these information sources must be supported by complete consulting service software and hardware systems.
First of all, the system software should realize the initiative of consulting services in the form of modules, proactively release information, proactively predict needs, proactively collect and process information; be convenient, quickly integrate various types of information, and retrieve heterogeneous databases; At the same time, it must meet the requirements of personalized services, adapt to various types of users, and provide services based on special user consultations. For example, the LSSI virtual reference desk software set up by the North Carolina State University Library in the United States for readers. If a reader's question involves asking the librarian to search for a book in the catalog, the librarian can send the relevant catalog screen to In the reader's browser, each screen in the search can be continuously sent to the reader. This software also allows the librarian to send any type of file to the reader: for example, word files, PDE files, etc. The software system is developed using PHP or CGI cross-platform technology, so the overall solution is best built in a Unix system environment.
Because the online consultation system is a cross-platform application system based on the Web interface, which mainly provides interactive and personalized online consultation services to Internet users, users must have an independent host or a virtual host with execution functions, and Install Web Server (IIS, PWS, etc.). In addition, in order to ensure the timeliness and accuracy of online consulting services, it saves money for remote users and avoids side effects due to equipment problems, thereby improving service efficiency. Before a website is used, it must conduct server stability and security tests, and web page compatibility tests, such as browser and monitor tests. At the same time, the system must meet the following conditions during operation:
1. This system supports multiple people consulting at the same time, and readers should be shielded, that is, all readers see is the consultant. , his questions are only addressed to consultants, which avoids the occurrence of unpredictable situations where readers can communicate with each other. Taking into account the specific situation, for readers who enter the information desk, the system should avoid queuing and let readers wait one by one. Instead, the online readers should ask questions with equal priority. The consultant can choose any online reader or visually If the connection with some readers is disconnected,
2. Readers can choose different consultation methods, and consultants and readers can communicate by entering text. You can also consider using the sketchpad transmission method to convey some content that is difficult to express using text alone, such as road guidance, or to solve the input problem of some uncommon characters.
3. Save the history of consultation; every question asked by each reader and the consultant's answer will be automatically stored in the FAQ database to facilitate readers' inquiries. When the consultant is not online, readers can also send their own questions to this question bank through a spreadsheet.
4. Implement knowledge base-based management. The system can classify content and readers can browse the question bank by category. In addition to having text matching retrieval functions, it will also use expert system retrieval and natural language Search and other methods so that readers can quickly find relevant questions.
5. Automatically record reader information and manage readers by category;
6. It has the function of automatically reminding readers to log in and displaying relevant information of logged-in readers.
Improving network operation speed is also a factor that cannot be ignored when implementing online consulting services. Because network speed directly affects reading speed, and reading speed is related to network facilities and computer configurations, network facilities and computer configurations should be capable of processing various digital information, including text, data, charts, videos, and sound information. What standards should the function and its functions meet, and how many M per second the rate is appropriate. Especially for dynamic digital documents on the Internet, such as hypertext systems, such dynamic documents are highly volatile due to changes in node content, changes in information resource URLs, and changes, transfers and disappearances of content between nodes. In addition, in an era when various information carriers coexist, it is inevitable to encounter the problem of format conversion. Readers always hope to have faster, cheaper, and higher-quality conversion technology to meet their storage needs. Therefore, strengthening the library Research on standardization issues of hardware facilities, upgrade issues and upgrade cycle issues, related standards and protocol issues is beneficial to the development of online consulting services.
4.3 Create conditions for regular training of consultants
In order to improve the quality of online consultation services, consultants are required to not only learn to use new tools such as chat and *** simultaneous browsing, but also Ask them to combine old and new tools and know when to use which to make their consulting more effective. Corresponding training must be provided to consultants, on the one hand to expand their knowledge, and on the other hand to familiarize them with consulting service policies and consulting processes, so that they can become information experts.
To sum up, although the online consultation service is conducted between librarians and readers, it is still a very laborious and slow communication method. It requires patience from both parties, but We must fully understand its importance, as it is an indispensable part of the construction of digital libraries. It is also a manifestation of the library's work being closer to readers and more targeted. When we deliver Web pages to readers and excite them, we will invariably feel encouraged and gratified, because it allows readers to truly enjoy satisfactory services. .