數位時代公共圖書館虛擬參考服務之發展

Abstract

隨著參考資料載體的電子化及網路普遍發展，提供虛擬參考服務似乎也 成為圖書館資訊服務的重要項目。目前圖書館提供遠距參考服務仍以非同步 線上參考服務為多，也有部分圖書館採用同步聊天室或現場錄影型態，但都 尚未普及。圖書館發展虛擬參考服務，可以考慮社區讀者的需求、參考資源 的種類和完備程度、館員的科技熟練程度、網路溝通技能，以及資訊傳播科 技系統設備的選擇和配合，尤其是虛擬參考服務規範的研擬和服務評鑑的進 行，也是影響虛擬參考服務能否成功的重要因素。本文敘述發展虛擬參考服 務的要項，以作為圖書館發展虛擬參考服務之參考。

Virtual reference service has become an important issue since internet and E-resources for reference tools are now profound developed. Nowadays, most libraries provide asynchronous online reference service while only few libraries support virtual reference service with the functions of chatting, co-browsing and or video-conferencing, etc. To prepare for a virtual reference service program, library is suggested to investigate the need of patrons of the community, equip and organize sufficient digital reference resources, train and prepare for the knowledge and skills for virtual reference librarians, choose the proper virtual reference systems, issue a virtual reference service guideline for the library patrons as well as for the librarians, and, finally design proper evaluation indicator for virtual reference service.