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- 1. r97126014 r97126016 r95126019 r97126004 2009/05/18
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- Peterson, Lorna.Definitions ofPersonal Assistancein the New Millennium: Philosophical Explorations ofVirtual Reference Services . InDigital Reference Service in the New Millennium: Planning, Management, and Evaluation . ed. R. David Lankes, John W. Collins III, and Abby S. Kasowitz, 37-46. New York: Meal- Schuman. 2000.
- Foster, S.Usinginstant messagingfor online reference service.Australian Library Journal 55:2 (2006): 147-158.
- Liu, Jia. Evaluating Digital Reference Services . Chap. InThe Evaluation of Worldwide Digital Reference Services in Libraries . Oxford: Chandos Publishing, 2007. (49-66)
- Arnold, Julie and Neal K. Kaske. Evaluatingthe Quality of aChat Service . Library and the Academy 5:2 (April 2005): 117-193.
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- 19-20
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- (desk duty)
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- / (ALA, 1996)
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- (web form) (VoIP) (mobile phone SMS)
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- or ?
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- ?
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- ?
5. (instant messaging)
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- (mobile communications devices)
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- IM
- (co-browsing)
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- IM
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- (Anti-intellectualism)
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- or
- (deprofessionalization)
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- ? ? ? ? ?
- (social stratification)
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- ?
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- ?
7. (1)
- Comprehensive approaches
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- Marianne Hummelshoj
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- Jo Bell Whitlatch
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- /
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- McClure Lankes
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- (1) ( ); (2) ( ); (3) ( ); (4) ( )
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8. (2)
- Focusing on an institution or a consortiums digital reference service
- Focusing on a single digital reference service
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- ( email)
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- ( RS)
9. (3)
- Focusing on one aspect of the digital reference service
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- ( )
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- ( )
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11. (University of Wisconsin)
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- Mizzy Mahoney
- Lankes ( ) ( )
(Utilization) (Quality) (Courtesy) (Accuracy) (Satisfaction) (Repeat users) (Awareness) (Cost) (Performance measures) (Descriptive) (Log) (User) (Cost) (Staff) (Technical) (Question interchange) (Profile) (Knowledge base) 13.
- 55% (the 55 percent rule)
- (chat service)
- University of Maryland College Park 2002 1 ~9
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- 351 419
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- (1)
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- (2)
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- (3)
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14. 15.
16. (1)
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- (41.25%) (19.66 %) (15.59 %) (14.15%) (6.24%) (3.12 %)
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- (41.3%) (25.1%) (22%) (6.2 %) (3.1 %) (2.4 %)
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- Yes 91.72
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18.
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- vs.
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- ( )
19. Thank Your Attention!