【摘要】 认为虚拟参考咨询服务发展中的主要问题不是技术本身的问题,也不是某一管理层面的问题,而是系统化管理缺失的问题。提出虚拟参考咨询服务的系统化管理就是要建立起包括服务运行手段及其集成、服务运行机制、服务质量管理、信息资源库建设、咨询服务馆员管理、信息资源用户教育、系统流程的设计与管理等在内的各自独立而又相互联系的系统运行机制和内容,从而形成一个有效供给的参考咨询服务产品生产及其供应系统。更多还原

【Abstract】 Neither is the problem as to the development of virtual consulting service in technology itself,nor in management.In fact,it is the problem of lacking systematic management,which aims to build up a complicated framework.The framework includes operation and integration of service,service operation mechanism,service quality management,building of information resource library,consulting services librarians’ management,education of information users,and design and management of system procedure,which are interrelated in essence and independent virtually.Thus the framework occurs an effective supply system which produces the reference services.更多还原