数字参考服务理论与发展模式研究

【作者】 刘秋梅；

【导师】 范并思；

【作者基本信息】 华东师范大学 ， 情报学， 2003， 硕士

【摘要】 随着互联网的出现与普及，以及新的数字信息媒体的陆续出现，人类信息交流的方式和信息发布、传播的渠道和手段迅速发展变化。这些变化为传统图书馆文献信息服务带来了前所未有的机遇和挑战。面对挑战，抓住机遇，发展数字参考服务，再造数字化信息环境下的信息服务模式，为用户提供一个全面和无缝的信息服务环境已经成为时代之所趋。 目前，国内外数字参考服务的实践和相关的理论与技术的研究都还处于不断发展、不断完善的阶段。各个图书馆DRS的发展都要根据自身的条件和用户对象，明确自己的服务定位和发展方向，因此，各馆DRS的实际运作形式可能大不相同。本文研究的目的是通过调查分析、对比研究国内外有关DRS研究开发活动的基本情况，对DRS的基本特征、体系结构、相关技术等进行分析和讨论，总结DRS的基本模式，提出目前DRS发展所面临的主要问题及其解决方法，并重点研究发展DRS的基本原则和基础环境等问题，总的来说是探索了数字参考服务的相关理论与发展模式，为我国即将大规模开展的DRS活动提供一定的借鉴与参考。 本文共分六个部分。 第一部分“网络环境下的数字参考服务”。对数字参考服务的涵义做了界定，对其产生的背景、原因，以及它所带来的参考馆员的角色转变进行论述，提出其核心机制，并概述了数字参考服务的特点及国内外研究、发展状况。 第二部分“数字参考服务的体系结构”。DRS的核心和本质是充分利用现代信息技术，以Internet为基础平台，构建一个联系用户与具有特定知识和技能的“信息专家”的分布式信息网络环境，不仅为用户提供主动动态的、个性化的信息服务，而且在此基础上形成促进信息的获取、传递和交流的知识网络。为此，本章结合国际著名DRS项目的成功经验，系统分析了DRS的工作机制与实现形式、系统的结构模型以及所涉及的关键技术等内容。对DRS的体系结构进行分析，是本文的创新处之一。 第三部分“数字参考服务的基本模式”。实现模式是指图书馆利用现代信息技术组织数字参考服务的形式。结合DRS的实现形式，提出数字参考服务的三种基本模式：基于电子邮件的数字参考服务、基于实时交互的数字参考服务和基于网络合作的数字参考服务，采用一般理论方法与具体案例分析相结合的方法分析了各种模式的参考流程及其实现形式。 第四部分“发展数字参考服务所面临的主要问题”。具体分析数字参考服务发展所面临的主要问题，包括人员配置、服务营销、有效管理、服务成效及合作问题等五个方面，并就解决问题的方法进行了有效探讨。 第五部分“数字参考服务的发展模式”。通过上文对数字参考服务的有关理论和技术问题所做的分析和讨论，指出，由于DRS系统的多样化等各种因素的影响，发展DRS并没有一个统一的固定模式和方法。但是，我们也可以发现各种DRS所共有的一些基本内容和原则。因此，文章最后重点研究发展DRS的基本原则和基础环境等问题，为我国开展DRS活动提供一定的借鉴与参考。 第六部分“结束语”。对本文的创造性研究工作进行总结，并提出存在的问题以及进一步的研究方向。更多还原

【Abstract】 With the appearance and popularization of Internet, and the appearance of new digital information media, the manner of information exchanged and the channel and means of information issued and spread have rapidly developed and changed. All of these changes have provided great opportunities and challenges for the literature information services of traditional library. Faced with the challenges, catch hold of the opportunities, develop digital reference service, reforge the mode of information service under the environment of digital information, and provide a whole and zero-distance information service environment for all users have become a trend of the times.At present, the studies of digital reference service’ s practice and relative theory and technology are still on the stage of continuous development and perfect. Every library’ s DRS development should according to its own conditions and users, definitude its own orientation of service and development, so, in practice the running form of every library may be different. The purpose of this paper is to analyze and discuss the basic character, system frame, relative technology of DRS through the investigation and analysis, compare with the basic situation of DRS’ s study and practice in the world, and put forward the mostly problems and solutions of the development of DRS. the emphasis of this paper is to study the basic principle and environment of the development of DRS. In a word, this paper explores the relative theory and development mode of the DRS, and affords some use for references for the DRS movement of our country which will be hold cosmically.This paper consists of six parts.Part I : Digital reference service under network environment . In this part we define the meanings of DRS, discuss its background , causes, and the change of consultant’ s role which it has brought, and summarize the characters and situations of DRS and the relative studies, developments in the world.Part II : System structure of DRS. The core and essence of DRS are making full use of the modern information technology , constructing a distributing information network environment based on the Internet whichcan relate user and information expert with special knowledge or technology. This environment not only affords initiative and dynamic, individual information services, but also forms the knowledge network which can promote the information’ s obtain, transfer and intercourse. So, in this part, integrating the successful experience of the international famous DRS project, we analyze the work mechanism and implement form, the systemic structure model and the key technologies. It is one of the innovations in this paper to analyze the system structure of the DRS.Part III : Basic mode of DRS. Implement mode refers to the form of library utilize modern information technology to organize DRS. Combining with the implement mode of DRS, this part brings forward three kinds basic modes of DRS: E-mail-based DRS, Real-time alternation-based DRS and Collaboration based on network DRS , and adopts the way of integrating general theory and concrete case to analyze all kinds of the modes’ reference flow and implement form.Part IV: The main problems which developing DRS faced. Analyze the main problems which developing DRS faced concretely. These include five aspects: staffing, promotion of the service, effective administration, effectiveness of the service, collaboration, etc. This part also discusses the settle ways for these problems effectively.Part V : Development mode of DRS. Through the analysis and discussion of the relative theories and technologies of DRS, this part points out that there is not a uniform mode and way to construct a DRS at present. But, we can find some basic matters and principles among all kinds of DRS. So, at the end of this paper we study the basic principles and environments of the development of DRS, in order to provide some use of references for the movement of DRS in our country.Part VI : Tag. Summarize the creativities of this p更多还原