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探讨虚拟参考咨询服务进行质量评估与效益评估的意义,介绍国内外虚拟咨询服务质量评估与效益评估的现状,着重论述两种比较成型的质量评估标准,即VRD数字参考服务质量标准、美国佛罗里达州立研究所与雪城大学信息研究所的数字参考服务质量评估草案:数字参考服务评估的统计、指标与质量标准。在此基础上,以北京大学图书馆的虚拟参考咨询服务为案例,对此项服务的质量与效益进行评估。
This paper discusses the significance of quality assessment and benefit assessment of virtual reference services, introduces the status quo of quality assessment and benefit evaluation of virtual reference services at home and abroad, and focuses on two comparatively formed quality evaluation standards, namely VRD digital reference service quality standard, Florida State The Institute and the Syracuse University Information Institute draft digital reference service quality assessment: digital reference service evaluation of the statistics, indicators and quality standards. On this basis, taking the virtual reference service of Peking University Library as a case, the quality and benefit of this service are evaluated.