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An investigation of a knowledge management solution for reference services.

机译：有关参考服务的知识管理解决方案的调查。

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摘要

Existing historical and empirical literature indicate that reference librarians provide inaccurate answers 45% of the time. Many reasons have been offered for this ineffective service, including the overwhelming number of available resources making it difficult for any individual librarian to accurately recall the best resource or answer for any specific question. While individual librarians may not recall specific information, when they collaborated with their colleagues and shared their collective knowledge, there was usually an improvement in the quality of service they provided. Existing studies exist which showed attempts at training to improve accuracy rate. However, none addressed the use of Knowledge Management (KM) as a means of improving reference services in academic libraries.; The Knowledge Base (KB) of QuestionPoint (QP) is a KM tool capable of capturing the collective knowledge of reference librarians in academic libraries and making it available for future use. The goal of the study was to determine if the KB of QP is an effective KM tool by investigating whether the KB was being used, and the impact of the use or lack of use of the KB in providing accurate information, and reducing duplication. It also assessed the librarians' perceptions of the benefits and problems of using the KB.; Descriptive research was the methodology used for an unobtrusive study, a survey instrument, and interviews. The unobtrusive study resulted in an overall accuracy of 55.5%. The questionnaire revealed that while the reference librarians used some features of QP, they did not generally use the KB, thus resulting in duplication. From the librarians' perspective, the content, culture and process of the system contributed to non-use. This lack of use of the KB, the resulting continuance of inaccuracy and the duplication, rendered the KB ineffective as a KM tool. The insights gained through this study have prompted recommendations for further study into the content, culture and process of KMS in the reference departments of academic libraries.
机译：现有的历史和经验文献表明，参考馆员在45％的时间内提供的答案不准确。提供这种无效服务的原因很多，包括可用资源的数量过多，使得任何一个图书馆员都很难准确地召回最佳资源或针对任何特定问题进行解答。尽管个别图书馆员可能不记得特定的信息，但是当他们与同事合作并共享他们的集体知识时，通常他们提供的服务质量会有所提高。现有研究表明，尝试进行训练以提高准确率。但是，没有人提到使用知识管理（KM）作为改善大学图书馆参考服务的方法。 QuestionPoint（QP）的知识库（KB）是一种KM工具，能够捕获大学图书馆中参考图书馆员的集体知识，并使其可供将来使用。该研究的目的是通过调查是否正在使用KB以及是否使用KB来提供准确的信息并减少重复，来确定QP的KB是否是有效的KM工具。它还评估了图书馆员对使用知识库的好处和问题的看法。描述性研究是用于不干扰研究，调查工具和访谈的方法。这项不引人注目的研究得出总准确率为55.5％。问卷调查显示，虽然参考图书馆员使用了QP的某些功能，但他们通常不使用KB，因此导致重复。从馆员的角度来看，该系统的内容，文化和过程导致不使用。由于缺乏对知识库的使用，从而导致了不准确性的持续和重复，使得知识库不能有效地用作知识管理工具。通过这项研究获得的见解为进一步研究大学图书馆参考部门的KMS的内容，文化和过程提供了建议。

著录项

  • 作者

    Ralph, Lynette Lawrence.;

  • 作者单位

    Nova Southeastern University.$bInformation Science (DISC).;

  • 授予单位 Nova Southeastern University.$bInformation Science (DISC).;
  • 学科 Library Science.; Information Science.
  • 学位 Ph.D.
  • 年度 2008
  • 页码 227 p.
  • 总页数 227
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类 图书馆学、图书馆事业;信息与知识传播;
  • 关键词

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