Study On Quality Controlling Of Digital Reference Service

The paper makes use of the various research methods, including the document investigation, information retrieval on internet resource, comparison, synthesis, case analysis etc.. It firstly analyzes the conception of DRS, provides the purpose and implications, and defines the current state of DRS quality control in the library at home and abroad.Before studying the quality control of DRS, we must certify the real nature of DRS quality. The paper compares and analyzes the representative theory related to service quality and the efforts of the Assessing Quality in Digital Reference Service Project, and at first sets up the conceptual model of DRS quality based on the service outcome, the service process and the service contributing.The evaluation of DRS quality is the basis on quality control, and need create a series of the standard of quality. By analyzing some influencing factors of DRS quality, the paper compares some standard criterions that were used at home and abroad, and finds their limitations. Upon the conceptual model of DRS quality listed above, the paper develops the evaluation standard system of DRS quality from the client-viewing of quality, and systematically defines the evaluation methods for DRS.The paper not only theoretically makes a profound research on the standard of DRS quality, but also practically makes a qualitative study on the DRS quality in the China-US academic libraries, accordingly provides the evidence to the quality control of DRS.Based on the theory and practice talked above, this paper focuses on the control of quality in the whole DRS procession and believes the quality...