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数字化咨询系统包括虚拟咨询系统和个性化推荐系统,前者侧重提供指南型和指导型咨询,后者侧重检索型和研究型咨询。在当前的咨询实践中,应注意实时咨询与非实时咨询相结合,在线咨询与非在线咨询相结合,实时咨询服务和个性化推荐服务相结合,协作咨询和特色咨询相结合。要加强数字化咨询系统的组织管理,包括工作流程的组织,咨询资源的整序,咨询主客体的建设,咨询信息库的组织管理以及建立相应的制度规范。
The digital consultation system includes a virtual consultation system and a personalized recommendation system. The former focuses on providing guidance and guidance counseling. The latter focuses on retrieval and research counseling. In the current consulting practice, we should pay attention to the combination of real-time consultation and non-real-time consultation, the combination of online consultation and non-online consultation, the combination of real-time consultation service and personalized recommendation service, collaboration consultation and special consultation. To strengthen the organization and management of digital consultation system, including the organization of work processes, the order of consulting resources, consulting the construction of the subject and object, the organization and management of consulting information base and the establishment of the corresponding system norms.