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An Investigation of a Knowledge Management Solution for the Improvement of Reference Services

机译：改进参考服务的知识管理解决方案的调查

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This study investigated the use of the knowledge base of QuestionPoint as a knowledge management tool capable of improving reference services in academic libraries. The research addressed the problem that reference librarians continually provide ineffective service to patrons. Because of the expansive exposure to resources, it is often 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 collaborate with their colleagues and share their collective knowledge there is usually an improvement in the quality of service they provide. It would benefit librarians therefore, if they used a knowledge management tool that could capture and store their communal knowledge for future use. This study explored the librarians' perceptions of the benefits and problems of using the Knowledge Base of QuestionPoint and its impact of on reducing response time and duplication. The study revealed that the reference librarians did not generally use the Knowledge Base, and that there was duplication of effort and no reduction in response time.
机译：这项研究调查了QuestionPoint知识库作为一种能够改善高校图书馆参考服务的知识管理工具的使用。该研究解决了参考图书馆员不断向顾客提供无效服务的问题。由于资源的接触面广，任何一个图书馆员通常都很难准确地召回最佳资源或针对任何特定问题做出回答。尽管个别的图书馆员可能不会记得特定的信息，但是当他们与同事合作并共享他们的集体知识时，通常会提高他们提供的服务质量。因此，如果图书馆员使用可以捕获和存储其公共知识以供将来使用的知识管理工具，将对他们有利。这项研究探讨了馆员对使用QuestionPoint知识库的好处和问题的认识，以及它对减少响应时间和重复工作的影响。该研究表明，参考图书馆员通常不使用知识库，并且工作重复且响应时间没有减少。

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