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用户是数字参考咨询服务的最终服务对象,因此对数字参考咨询的评价中用户的使用感受非常重要。文章从用户视角出发,根据用户对服务的评价心理模型,即用户对于服务具有总体感受、求全心理、求廉心理、求准心理、求快心理、防范心理,结合相关评价指标构建评价体系,并以北京大学图书馆的数字参考咨询服务为例进行试验评价,在此基础上为其数字参考咨询服务今后的发展提出扩展咨询知识库、建立监督体系、提高软件可靠性和提供个性化服务等改进建议。
Users are the ultimate clients of digital reference services, so the user experience in the evaluation of digital reference services is very important. Based on the user’s psychological model of service evaluation, the article has the overall feeling of users for services, seeking the whole mind, seeking psychological integrity, seeking psychology, seeking psychological quickness, preventing psychology, and constructing the evaluation system based on relevant evaluation indexes Take the digital reference service of Peking University Library as an example to test and evaluate, on the basis of which, it is proposed to extend consulting knowledge base, establish supervision system, improve software reliability and provide personalized service for the future development of its digital reference service Suggest.