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首页> 外文会议>2012 IEEE Symposium on Business, Engineering and Industrial Applications. >Evaluating digital reference service in university libraries
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Evaluating digital reference service in university libraries

机译：评估大学图书馆的数字参考咨询服务

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摘要

Digital reference service is a network that placed expertise or skill, human intermediation and resources at the disposal of users in an online environment, employs automated tools and allowing human experts to concentrate or focus on difficult questions. It is viewed that digital reference service occurs when a question is received and responded electronically. Therefore, the aim of the paper is to examine unobtrusively the quality of university libraries in formulating responses to questions asked via asynchronous digital reference service. Asynchronous digital reference service is assessed based on its responsiveness, style and scope of answers, communication process, quality of the answers and service evaluation. The findings of this study implies that library needs to apply Digital Reference Guidelines from International Federation of Library Associations and Institutions (IFLA) and Guidelines for Cooperative Reference Service Policy Manuals from Reference and User Services Association (RUSA) in providing digital reference service. Besides, the researchers also recommend that the Malaysian university libraries should follow the way of international university libraries in serving information to their users since international university libraries provide faster and prompt response to the questions given by the users. In future, this study will lead to construct a guideline towards excellent digital reference service and a model of good library staff that provides services efficiently and effectively at all times.
机译：数字参考咨询服务是一个网络，可以在在线环境中为用户提供专门知识或技能，人工中介和资源，采用自动化工具，并使人类专家可以集中精力或专注于难题。可以看到，当收到问题并以电子方式进行答复时，就会发生数字参考咨询服务。因此，本文的目的是在制定对通过异步数字参考服务提出的问题的回答时毫不费力地检查大学图书馆的质量。异步数字参考服务是根据其响应能力，答案的样式和范围，通信过程，答案的质量以及服务评估来评估的。这项研究的结果表明，图书馆在提供数字参考服务时需要应用国际图书馆协会和机构联合会（IFLA）的数字参考指南以及参考和用户服务协会（RUSA）的合作参考服务政策手册指南。此外，研究人员还建议马来西亚大学图书馆应采用国际大学图书馆的方式为用户提供信息，因为国际大学图书馆可以对用户提出的问题提供更快，更迅速的答复。将来，这项研究将指导您建立出色的数字参考服务指南，并建立一个优秀的图书馆工作人员模型，以始终有效地提供服务。

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