摘要
虚拟参考咨询的时间管理就是通过有效组织管理图书馆人力和资源、控制服务流程来有效利用时间,提高服务效率。它需要在图书馆管理层和参考咨询员两个层面进行:管理者负责时间管理制度的制定、对咨询员进行激励和时间管理能力的培训以及有效的服务流程的组织;咨询员负责在服务中明确用户目的和需求,有计划地进行信息查找,提交简单易懂的答复。这样,通过图书馆上下全员的分工努力,节省用户的时间,提高用户满意度。
The aim of time management in virtual reference is to utilize time advisably to improve the service efficiency. It needs to effectively organize and manage the personnel and resource plus strictly control of the service process. Time management in virtual reference should be performed at two levels: management level and employment level. Library managers are responsible for designing the system, inspiring and training librarian and efficiently organizing the reference procedure. Librarians are responsible for mining the true need of the user, seeking the information in a planned way and submitting easy-to-follow answers. So with the collective efforts of the whole library, time of the user is saved and higher user satisfaction is achieved.
出处
《图书情报工作》
CSSCI
北大核心
2005年第5期109-112,共4页
Library and Information Service
