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认为虚拟参考咨询服务发展中的主要问题不是技术本身的问题,也不是某一管理层面的问题,而是系统化管理缺失的问题。提出虚拟参考咨询服务的系统化管理就是要建立起包括服务运行手段及其集成、服务运行机制、服务质量管理、信息资源库建设、咨询服务馆员管理、信息资源用户教育、系统流程的设计与管理等在内的各自独立而又相互联系的系统运行机制和内容,从而形成一个有效供给的参考咨询服务产品生产及其供应系统。
The author thinks that the main problem in the development of virtual reference service is not the problem of technology itself, nor is it a management problem, but a systematic management of the missing problem. Put forward the systematic management of virtual reference service is to set up including the means of service operation and its integration, service operation mechanism, service quality management, information resource base construction, consulting service librarian management, information resource user education, system flow design and Management and other independent and interrelated system operation mechanism and content, so as to form an effective supply of reference service products and their production systems.