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虚拟参考咨询的时间管理就是通过有效组织管理图书馆人力和资源、控制服务流程来有效利用时间,提高服务效率。它需要在图书馆管理层和参考咨询员两个层面进行:管理者负责时间管理制度的制定、对咨询员进行激励和时间管理能力的培训以及有效的服务流程的组织;咨询员负责在服务中明确用户目的和需求,有计划地进行信息查找,提交简单易懂的答复。这样,通过图书馆上下全员的分工努力,节省用户的时间,提高用户满意度。
Time management of virtual reference counseling is to effectively utilize the time and improve the service efficiency by effectively organizing and managing the library manpower and resources and controlling the service process. It needs to be done at both the library management and reference consultants: the manager is responsible for the development of a time management system, the training of consultants for the motivation and time management skills, and the organization of effective service processes; the consultant is responsible for the service Clear user’s purpose and requirement, carry on information search systematically, submit simple and easy reply. In this way, through the efforts of the entire division of the upper and lower libraries, users save time and improve customer satisfaction.