Study On Evaluation Of Quality For Digital Reference Service

Reference service is the central and core operation activity which has a history almost as long as modern library. It plays an important role in developing literature resource, cultivating public information attainment and providing readers with other services. It is also one of the significant symbols of the developing level of a library. Digital reference service, a new style of service to provide information service to users, appears along with the popularization and development of the Internet and the Internet technology. However, the smooth progress of digital reference service depends on an effective quality evaluation system, and the strategies of the quality evaluation at present couldn't meet the request of its development. Therefore, considering the reality of digital reference service in China, it is terribly urgent to research on the quality of digital reference service. There must be a systematic, scientific, integrated and feasible evaluation system to evaluate the quality of digital reference service. The particularity of reference service makes service quality key in the whole library management. Based upon such a background, this thesis does research on the quality of digital reference service in order to establish a scientific and reasonable evaluation system for the quality of digital reference service.This thesis includes six parts to analyze and illustrate.Chapter One, the introduction, introduces the background, purpose and the main innovations of this thesis.Chapter Two, introduces the definition, development and trends of digital reference service.Chapter Three, introduces the general situation of digital reference service, including the concept of its service quality, the five factors which influence its service quality, the necessity of providing digital reference service, and the research of it all over the world at present.Chapter Four, illustrates the establishment of the evaluation system of digital reference service, including the principle of its establishment, the project and analysis of the system, and weights of the indexes.Chapter Five,presents some measurements to improve the quality of digital reference service, involving the establishment of appraisal organization and normative and effective mechanism.Chapter Six ,presents the application value of the system, its confinement and some problems which need our further research.