1. r97126014 r97126016 r95126019 r97126004 2009/05/18

2.

Peterson, Lorna.Definitions ofPersonal Assistancein the New Millennium: Philosophical Explorations ofVirtual Reference Services . InDigital Reference Service in the New Millennium: Planning, Management, and Evaluation . ed. R. David Lankes, John W. Collins III, and Abby S. Kasowitz, 37-46. New York: Meal- Schuman. 2000.

Foster, S.Usinginstant messagingfor online reference service.Australian Library Journal 55:2 (2006): 147-158.

Liu, Jia. Evaluating Digital Reference Services . Chap. InThe Evaluation of Worldwide Digital Reference Services in Libraries . Oxford: Chandos Publishing, 2007. (49-66)

Arnold, Julie and Neal K. Kaske. Evaluatingthe Quality of aChat Service . Library and the Academy 5:2 (April 2005): 117-193.

3.

19-20

• (desk duty)

• / (ALA, 1996)

4.

• • • (web form) (VoIP) (mobile phone SMS)

• or ?

• ?

• ?

5. (instant messaging)

• (mobile communications devices)

• IM

(co-browsing)

• IM

6.

(Anti-intellectualism)

• or

(deprofessionalization)

• ? ? ? ? ?

(social stratification)

• ?

• ?

7. (1)

Comprehensive approaches

• Marianne Hummelshoj

• Jo Bell Whitlatch

• • /

• McClure Lankes

• • (1) ( ); (2) ( ); (3) ( ); (4) ( )

8. (2)

Focusing on an institution or a consortiums digital reference service

• e-mail

Focusing on a single digital reference service

• ( email)

• ( RS)

9. (3)

Focusing on one aspect of the digital reference service

• • ( )

• • ( )

10.

11. (University of Wisconsin)

12.

Mizzy Mahoney

Lankes ( ) ( )

(Utilization) (Quality) (Courtesy) (Accuracy) (Satisfaction) (Repeat users) (Awareness) (Cost) (Performance measures) (Descriptive) (Log) (User) (Cost) (Staff) (Technical) (Question interchange) (Profile) (Knowledge base) 13.

55% (the 55 percent rule)

(chat service)

University of Maryland College Park 2002 1 ~9

• 351 419

• • (1)

• • (2)

• • (3)

14. 15.

16. (1)

• (41.25%) (19.66 %) (15.59 %) (14.15%) (6.24%) (3.12 %)

• (41.3%) (25.1%) (22%) (6.2 %) (3.1 %) (2.4 %)

• Yes 91.72

17.

18.

• vs.

• ( )

19. Thank Your Attention!