Study On Quality Control System Of Digital Reference Service

Network technology and information science in the rapid global development of the Internet is gradually changing the way people access to information, an increase of knowledge and the ways and means of interpersonal communication, a growing number of users (especially scientists) and the option of using the network to Find and access to information, the traditional library reference service in the content and form more and more difficult to meet the increasing specialization, personalization, information needs of a wide range of knowledge. Thus, in this new digital environment and the user needs situation, the digital reference service in place.With the expansion and development of digital reference service, quality problems began to be more and more attention. The quality control of digital reference service is not only a practical problem, but also a brand-new theory study problem in library science and information circles. To establish a scientific and feasible digital reference service quality control system is beneficial not only for the library's digital reference service performance, for the theoretical study and practical reference, but also to improve the Modern Library's community competitiveness, the promotion of digital reference service sustainable development is of great practical significance and well application future.In this paper, a systematic analysis of digital reference service at home and abroad for quality control of research. Although the results of research abroad from the different levels of digital reference service to defined quality standards, but the quality control of the content of the same, that is, from policy, resources, personnel, organization, evaluation in terms of digital reference service quality control. The domestic digital reference service quality control related to the theoretical study of a late start, but from the beginning of the last three years of research results is more abundant, the overall volume of documents was a significant upward trend, and it has a larger influence on the outcome of much of the research paper. National libraries in the digital reference service quality control in practice did not form unified common standards, but now there is a number of summing up the main Library Digital Reference Service practice of quality control on the basis of the Library for the development of the implementation of the Digital Reference service quality control measures. This is the Quality Control Research for the synthesis of the research behind the foundation.In accordance with the relevant research results, the author has a detailed analysis of digital reference services, the quality of content, quality standards and business norms, and digital reference service quality factors are summarized for the follow-up research paper to make a solid theoretical basis.For the purpose of make clear contents that quality control system of digital reference service construction completes the quality control system establishment plan, the author researched many domestic libraries in digital reference service to conduct quality control, and takes the National Science Library, Chinese Academy of Sciences, Peking University Library, Tsinghua University Library, Shanghai Library and Guangzhou Provincial Zhongshan Library as cases, for the investigation of Service Quality Control practice.Further more, the author compared these quality control cases from service policy, form reference, real-time reference, digital reference sources and reference librarian aspects, which reveals the emergence stage of China's digital reference service in the quality control problems, in order to build a digital reference advisory services provided by the quality control system based on real material.In the theoretical study on the basis of a comprehensive national digital reference service for quality control of practical experience, combined with the characteristics of our country, I design to build a digital reference library of our service quality control system for the program, the "user-centric" the construction of the concept and design of digital reference service quality control system model, a means of quality control from the micro-and macro-operation mechanisms and build a security system at two levels of digital reference service quality control system, including the development of policy advisory services to strengthen the Advisory the quality of the construction team to establish the standardization of digital reference quality evaluation index system for quality control of several means, and mechanisms for coordination and management, personnel training mechanism, incentive and restrictive mechanism care, assessment and feedback mechanism to run these four mechanisms, as well as security organizations, technical support and legal protection of these three support systems.This article on the Digital Reference Service Quality Control System is a digital reference service quality control system theory in a relatively comprehensive summary of digital reference service for the quality control of practice provides an example of reference to explore the development of digital libraries in China reference service quality control system of a blueprint for building to the adoption of a complete and scientific quality control system can effectively regulate the library's digital reference service, digital reference and give full play to the intrinsic value of advisory services to promote the whole Digital Reference Library advisory services to a higher level, high-quality, efficient services to the direction of sustainable development.