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从参考咨询服务到知识咨询服务,作为图书馆重要服务业务的知识咨询服务,正经历着服务理念的突破、业务范式的转型。知识咨询服务与传统参考咨询有着不同的本质特征:在服务过程中体现了服务目标嵌入性、服务内容嵌入性、服务过程嵌入性和服务系统嵌入性。这种由信息环境、用户需求所引起的变化,对图书馆知识咨询服务提出更高要求,其服务效度如何取决于图书馆组织要素的协调、资源要素的整合和人才要素的配置。
From consulting service to knowledge consulting service, as a knowledge consulting service of library important service business, it is experiencing breakthrough of service concept and transformation of business paradigm. Knowledge consulting services and traditional consulting services have different essential characteristics: in the service process embodies the service goal embedding, service content embedding, service process embedding and service system embedding. This change caused by the information environment and user’s needs puts forward higher requirements on library knowledge consulting service. How its service validity depends on the coordination of library organization elements, the integration of resource elements and the allocation of talent elements.