On The Choice Of The System And Service Model Of Digital Reference

Digital reference is a new kind of reference services that has emerged along with the development and widespread of Internet and, in virtue of the technology of Internet to provide information services to users. Digital reference service (DRS) is a succession, extension and new development of traditional reference in web circumstance. Digital reference is also called virtual reference, or online reference, etc. It utilizes the advantages of Internet to provide convenient, rapid and efficient Q&A services.There are many features about digital reference, but there has been no unanimous and popularized definitions existed up to now. In this paper, based on the varieties of its service model, we provide a definition of digital reference as a process providing instructions and answers to the users' question in web circumstance by utilizing interactive tools or methods linking with digital resources and human resources. It integrates technology, resources and reference librarian to optimal level and form a knowledge network to meet the user's various information need.Digital reference service has developed rapidly in China late of the 90s. After the year of 2003, the development accelerated. More and more libraries have bought or developed software to trial, or provide such services to patrons. The digital reference service has also become the hot topic of the librarianship in China.Digital reference service is a requisite of deepening and innovating library service in Internet era. Nowadays, digital reference service has become a major service in some libraries, and more and more other libraries of various types are going to provide digital service for their patrons. However, along with its rapid development, the digital reference service of library has met more and more challenges in China; the service model is one of them.This paper, based on brief introduction to the concept, origin and evolution of reference services, compares various digital reference systems on similarities, differences, relationship, attitudes of users and librarians. Library reference services and non-library reference services are described.The paper also discusses how to choice adaptable system and service model of digital reference and general principles that must be followed in choice. Take the National Library of China as an example, the paper discusses the user character and quo status of reference service in this library and give a suggestion model to this library.The paper also focuses on some issue and some problem we have to deal with for establishing proper system and service model of digital reference in library. Quality control, collaboration and resource sharing, backend specialist support, resource support, and sustainable development, the legal system, the protection of the intellectual rights, service marketing are discussed. The paper also emphasizes thatthe relation between digital reference and digital library, the traditional reference and digital reference, the fee-based service and free-based service must be treated properly in the implementation of digital reference.The paper are divided into six parts: in the first, the paper describes the definition of digital reference and its brief history; the second part is the introduction of different types of digital reference systems in China and abroad; in the third part, analyze and evaluation of different digital reference system are given; the fourth part, the paper discusses some general principle and questions of how to choice and establish digital reference service model properly; the fifth part is the example of the choice of digital reference system and service model of National Library of China; and, the part six is the conclusion of the paper.