介绍参考咨询的概念、工作范围及发展与现状,提出从数字咨询的问答知识库入手分析研究参考咨询的必要性。以上海图书馆“网上联合知识导航站”中问答知识为样本,统计分析用户提问、咨询过程中信息利用与问题解答模式等规律。研究表明:用户咨询的问题与传统时代基本一致,主要是为查询文献信息寻求帮助,但也有少量事实、数据、知识概念及考证类咨询;信息源主要为数字信息,网络信息资源已成为参考咨询的重要信息源;资源共享与专家共享模式的合作咨询是图书馆参考的必然趋势;特色馆藏资源建设是形成服务特色与提高竞争力的保障;咨询馆员队伍建设在重视信息专家的同时,更需要建立学科专家队伍。 This paper introduces the concept, work scope, development and current situation of reference consulting, and proposes to analyze and discuss the necessity of reference consulting from the question answering knowledge base of digital consultation. Taking the knowledge of Q & A in the online library of “Knowledge on the Internet” in the Shanghai Library as a sample, the rules of information utilization and question answering mode in the process of questioning and consultation of the users are statistically analyzed. The research shows that the problem of user consultation is basically the same as that of the traditional era, mainly for the purpose of seeking the help of documentary information, but there are also a few facts, data, concepts of knowledge and textual research. The sources of information are mainly digital information and network information resources have become reference Of the important source of information; resource sharing and expert sharing model cooperative consultation is an inevitable trend of the library reference; characteristics of the collection of resources is the formation of service features and enhance the competitiveness of the protection; consulting librarian team building information experts in the same time, more Need to establish disciplinary team of experts.