虛擬參考服務平臺功能探究

A Prototype for Virtual Reference System

吳美美(Mei-Mei Wu) ； 龎宇珺(Yu-Chun Pang)

《圖書資訊學研究》 6卷1期 (2011/12) Pp. 1-30

摘要

虛擬參考服務以同步參考諮詢服務為主，讀者可以在線上和參考館員即時對談，溝通和澄清資訊需求，符合Taylor的「問題協商」和「讀者需求」理論。本研究的目的在探究虛擬參考服務平臺為提供館員和讀者在線上同步即時討論，澄清參考問題和其解答是否適用等問題，系統需具備哪些功能？研究方法包括網頁分析、系統需求分析，並根據系統功能需求，建置虛擬參考服務雛型平臺，同時實施雛形系統之形成性評鑑。期望透過本研究，可以瞭解中文的虛擬參考諮詢服務系統需具備何種功能？雛形系統是否可用？研究結果顯示圖書館員認為一個可以共同瀏覽網頁的視訊會議系統，是虛擬參考諮詢服務平臺十分重要的功能之一。

關鍵字

虛擬參考服務平臺 ； 虛擬參考服務系統建構 ； 雛形系統 ； 形成性評鑑 ； 共同瀏覽網頁

並列摘要

The function of virtual reference service provides in time services without the constraints of time and space making virtual reference services an important solution for distance services. Virtual reference service, particularly the synchronize as different from asynchronous, allows patrons to interact with the reference librarian online and share and clarify information needs of which meets Taylor's ”Question Negotiation” model. The purpose of this study is to identify the major functions of virtual reference service system to allow virtual reference librarians and patrons working together online to discuss and to clarify the patron's information need, and for the reference librarians to explain the resources to the patrons at the same time. Research methods include webpage analysis, system analysis to determine the system functions. A prototype platform for virtual reference services was developed accordingly. And a formative evaluation was applied. The formative evaluation supports the prototype functions particularly the co-browsing function for virtual reference services.

並列關鍵字

Virtual reference service platform ； Virtual reference service system ； Prototype virtual reference service ； Formative evaluation ； Co-browsing

參考文獻

Reference and User Services Association. (2010). Guidelines for implementing and maintaining virtual reference services. Retrieved March 28, 2010, from http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/virtual-reference-se.pdf

Whitlatch, J. B., Bondner, N. E., Diefenthal, M. Z., Huling, N., & Kluegel M. (2003). Professional competencies for reference and user services librarians. Retrieved March 28, 2010, from http://www.ala.org/ala/mgrps/divs/rusa/resources/guidelines/professional.cfm

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