實徵研究／虛擬參考服務評鑑指標的三個面向／吳美美、魏曉婷、許鴻晢

Abstract

The purpose of reference service evaluation is to understand whether the reference service, including reference processes and reference results, have met the need of patron's reference need to improve and to enhance the quality of reference services. In the virtual reference service environment, service quality relies not only on the resources, and the online interactive interviews, but also the system and technology needed for virtual reference environment. The purpose of this study is to identify the proper reference evaluation indicators for virtual reference service. This study first constructs a virtual reference service environment. A virtual reference room includes features of voice chat, text communication, and co-browsing web pages. Nine volunteer librarians and thirty patrons with genuine reference questions are recruited for the study to simulate the real online reference situation. By analyzing the different features of traditional and virtual reference services, three dimensions of evaluation indicators are proposed, including: (a) traditional resource-oriented, for example, the accuracy and immediacy of answers; (b) need-oriented, that is, through the interview process, the librarians are aware of the problems of the patrons, and the patrons understand the instructions of the librarians, and whether the interaction process satisfied, and (c) the online virtual reference service system per se, particularly, the ease of use of the system interface. Pre- and postquestionnaires for the patron are designed. The volunteer librarians are requested to take journals for each reference interview. This paper analyzes the patrons' pre- and post- questionnaires as well as librarians’ journals. The evaluation results are reported. The framework of three dimensions of virtual reference evaluation indicators are discussed accordingly. 參考服務評鑑的目的，在於了解參考服務過程和服務結果，是否達到讀者的期望，進一步了解參考服務的狀況，以提升參考服務的品質。在虛擬參考服務的環境中，參考服務的品質除了受到參考資源、館員和讀者晤談互動的影響之外，資訊傳播科技和系統設備的選擇和應用，也是影響虛擬參考服務品質的重要因素。本研究的主要目的在於了解虛擬參考服務應有哪些合適的評鑑指標。本研究從文獻探討中，分析傳統和虛擬參考服務的特質，提出三個評鑑面向，包括：（1）傳統資源導向，例如回答是否正確、即時；（2）資訊需求的問題導向，例如晤談過程中，館員是否了解讀者的問題，讀者是否了解館員的說明，對晤談過程的滿意度等，以及（3）同步線上參考服務的系統因素，包括系統介面是否好用等。由於國內同步線上參考服務的系統尚未普遍，本研究首先參酌國外虛擬參考服務系統需求，建構一個虛擬參考服務的環境，虛擬參考室的功能包括語音交談、文字溝通、以及共同瀏覽網頁等。本研究設計線上線上讀者前問卷、線上線上讀者後問卷、志願館員日誌，並招募9 位志願館員和30 位志願讀者，進行虛擬參考晤談，並於參考晤談後，實施虛擬參考服務評鑑，收集讀者前、後問卷和志願館員日誌，並加以分析，以期了解研究工具是否能夠反映虛擬參考服務評鑑的三個評鑑面向，同時，虛擬參考服務評鑑的實施方法是否可行。本文描述線上讀者前、後問卷和志願館員日誌的設計，以及評鑑資料收集和分析的結果，並討論此項評鑑工具之特色，作為未來虛擬參考服務評鑑實施之參考。 頁次：71-9