合作數位參考服務系統規劃與設計

Abstract

參考諮詢服務一向是極為重要的圖書館讀者服務項目。隨著網際網路的盛行與資訊科技的發達，為擴大服務範圍，合作數位參考諮詢服務延伸參考服務的範圍至館外的讀者，並透過合作的方式，結合各館的館藏特色、館員專長及人力，利用電腦網路轉介的方式進行資源共享，期能滿足讀者對資訊正確、快速的需求與期望。

本論文參考國內外主要的合作數位參考服務系統並據以修改，使其適合國內圖書館使用，並輔以問卷調查法調查國內各類型圖書館對合作數位參考服務的態度和看法，以及對合作數位參考服務系統的功能需求。研究結果顯示：(1)多數圖書館都曾轉介問題給同仁和其他圖書館，並普遍認為參考服務有合作的必要性；(2)合作數位參考服務系統應與同步瀏覽軟體併用；(3)轉介的方式採取自動與人工並行方式；(4)轉介的因素以館藏主題特色、提供服務深度及館員專長較為重要；(5)館藏特色可參考各大入口網站的分類方式另外制定；(6)一般參考問題知識庫的編輯方式採集中管理，分散編輯；(7)本論文所設計的系統大部分的功能均獲得圖書館的同意，可以再針對部分功能再加以修改，以符合圖書館的需求。

Reference service is a very important service in libraries. With the development of Internet and information technology, digital reference service is receiving increasing attention. Digital reference service can extend the reference service to customers outside a library. Furthermore, cooperative digital reference service can combine the power of local collections and staff strength with the diversity and availability of other libraries. By routing questions through Internet to a suitable library, customers’ expectation of correct information and speedy delivery of information can be met. In this study, we modify domestic and foreign related cooperative digital reference systems to fit the demand of Taiwan libraries. The findings are: (1) Most library staff have the experience of passing questions to other libraries and consider that cooperative digital reference should be implemented; (2) cooperative digital reference systems should be integrated with co-browsing tools; (3) routing and assigning questions automatically and artificially; (4) library collection’s subject strength, service levels and librarians’ expertise are among top priority to route and assign questions; (5) library collection’s subject strength should be classified according to categories of portal sites; (6) the global knowledge base should be managed integrately but edited individually; (7) the system’s functions designed in the thesis are almost approved by librarians, and can be minorly modified to fit the practical use.