关键词: 媒介融合, 参考咨询, 流程再造, 用户画像

Abstract: [Purpose/significance] Through reengineering reference service process, increasing user viscosity, improving service quality, so as to expand the influence of the library. [Method/process] This paper used literature research method, and combed the problems of users, librarians, consulting platform and information resources in the reference service process, then introduced the concept of media integration, and used user portrait technology to try to push information before users have problems. [Result/conclusion] To break the traditional service mode of "ask first, answer later, have questions, answer later", this paper has built a new service process of "answer→ask→answer", provided a new implementation path for the development of reference work, and put forward suggestions for reference process reengineering.

Key words: media convergence, reference service, business process reengineering, user portrait