- 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.
4.
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-
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- (web form) (VoIP) (mobile phone SMS)
5. (instant messaging)
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- (mobile communications devices)
6.
7. (1)
-
-
- (1) ( ); (2) ( ); (3) ( ); (4) ( )
8. (2)
- Focusing on an institution or a consortiums digital reference
service
- Focusing on a single digital reference service
9. (3)
- Focusing on one aspect of the digital reference service
10.
11. (University of Wisconsin)
12.
(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)
- University of Maryland College Park 2002 1 ~9
14. 15.
16. (1)
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- (41.25%) (19.66 %) (15.59 %) (14.15%) (6.24%) (3.12 %)
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- (41.3%) (25.1%) (22%) (6.2 %) (3.1 %) (2.4 %)
17.
18.
19. Thank Your Attention!