【摘要】 探讨虚拟参考咨询服务进行质量评估与效益评估的意义,介绍国内外虚拟咨询服务质量评估与效益评估的现状,着重论述两种比较成型的质量评估标准,即VRD数字参考服务质量标准、美国佛罗里达州立研究所与雪城大学信息研究所的数字参考服务质量评估草案:数字参考服务评估的统计、指标与质量标准。在此基础上,以北京大学图书馆的虚拟参考咨询服务为案例,对此项服务的质量与效益进行评估。更多还原

【Abstract】 This paper discusses the significance of quality evaluation on virtual reference service, and introduces the current status on quality evaluation of the service. Then it introduces two important quality evaluation standards: the one is the VRD digital reference service’s quality evaluation standard, the other is ’statistics, measures, and quality standards for assessing digital reference library services’ , which is a project by Florida State University and Syracuse University. At last, taking Peking University Library as an example , this paper mainly analyzes quality evaluation standards on virtual reference service.更多还原