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通过对知识服务能力相关影响因素的分析,构建知识服务能力评价指标体系,包含5个一级指标、22个二级指标和50个三级指标,通过实际调研确定相对客观的评价方法。设计“联合数字参考咨询知识服务评价指标体系专家调查表”进行问卷调查,确定各指标的权重,并对个别指标进行修正。选择国内外4个大型联合参考咨询系统——我国网上联合知识导航站、全国图书馆联盟和美国Question Point、Ask Colorado,利用所构建的指标体系进行评价,并对评价结果进行分析,提出提高知识服务能力的相应建议。
Through analyzing the influencing factors of knowledge service ability, this paper constructs the evaluation index system of knowledge service capability, including 5 first-level indicators, 22 second-level indicators and 50 third-level indicators, and determines the relatively objective evaluation method through actual investigation. Design “Joint Digital Reference Service Knowledge Index System Expert Survey ” questionnaire to determine the weight of each indicator, and to amend individual indicators. This paper selects four large-scale joint reference systems at home and abroad-China’s online joint knowledge navigation station, the National Library League and the United States Question Point, Ask Colorado, using the index system built for evaluation, and analyzes the evaluation results to raise knowledge The corresponding advice on service capabilities.