Research On The Quality Assesement Of Modern Reference Services

The library is born for the mission of agglomerating knowledge, inheriting culture and disseminating information. In library service system, the reference service stands in the forefront of servicing reader and plays a very important role. Under the new environment of the information era, research on the quality assessment of modern reference service appears necessary when the quality assessment has becoming popular in all other aspects of the society. To meet readers' increasing needs in relation to the breath, height and depth of information, the reference service is expected to be better and better. At the same time, the rapid development of social consulting industry also brings the great impact and pressure to it. In order to accelerate the development of reference service, enhance its strength while avoid its weakness, and offer effective and high-quality services to the reader, we must conduct quality assessment of reference service systematically, normatively and scientifically By this means, readers' progressive information requirements will be satisfied and the service function and the service characteristic of the library will be inherited and carried forward in the new era.Based on the background above, this dissertation conducts thorough and systematic research on the quality assessment of reference service, by means of general literature surveying, investigating practically and studying, contrasting and analyzing, inducting and synthesizing, and so on. Hoping our research can provide some theoretic and practical references for current library reference service and the entire library work, and then the reference service and library work can be promoted effectively.There are four major parts in this dissertation:The first part outlines the quality assessment of reference service.To emphasize the significance of the quality assessment of reference service, the concept and meaning of the quality assessment of library service and reference service are clarified in turn. Meanwhile, some other related concepts are introduced and contrasted, such as the assessment of information service, the evaluation of service effectiveness, the supervision of service quality, the service standardization and the quality management etc.The second part introduces present condition of modern reference service from several main aspects.Firstly, through investigation and study, the present condition of domestic modern reference service is summarized. In detail, this summary involves the standards, guidelines and documents of main public libraries and some university libraries in China. Secondly, the present condition of overseas reference service is introduced one by one. Finally, the related international treaty, standard and criterion are also introduced and explained.The third part analyzes the existing problems of the quality assessment of modern reference service in China.The present condition of the domestic and foreign quality assessment of reference service is contrasted. And according to domestic condition, some existing problems are pointed out.The fourth part focuses on constructing the quality assessment system of modern reference service.Based on the above comparison and analysis, the strategy of development our quality assessment of reference service is put forward macroscopically. Then, the components of the quality assessment system of modern reference service are introduced, including the factors influencing the quality assessment of modern reference service, the indicator, the indicator system and the concrete measure etc.