图书情报工作 ›› 2023, Vol. 67 ›› Issue (10): 72-81.DOI: 10.13266/j.issn.0252-3116.2023.10.008

• 工作研究 • 上一篇    下一篇

功能视域下对高校图书馆智能咨询服务的调研与思考

宋灵超, 张立彬   

  1. 南开大学图书馆 天津 300350
  • 收稿日期:2022-10-19 修回日期:2023-01-04 出版日期:2023-05-20 发布日期:2023-06-01
  • 作者简介:宋灵超,馆员,E-mail:songlingchao@nankai.edu.cn;张立彬,研究馆员
  • 基金资助:
    本文系南开大学人文社会科学类研究项目“基于用户画像的高校图书馆精准服务研究”(项目编号:63222049)研究成果之一。

Research and Thinking on Intelligent Consulting Service of University Libraries from the Perspective of Function

Song Lingchao, Zhang Libin   

  1. Nankai University Library, Tianjin 300350
  • Received:2022-10-19 Revised:2023-01-04 Online:2023-05-20 Published:2023-06-01

摘要: [目的/意义] 智能咨询服务正在改变高校图书馆咨询服务模式,调研分析其应用现状有助于完善智能咨询服务功能体系,推动图书馆智能咨询服务向智慧咨询服务转型。[方法/过程] 以第二轮“双一流”建设高校为调研对象,采用网络调研结合内容分析法对图书馆智能咨询服务的自动问答功能和拓展服务功能进行详细调研,并从功能边界、功能可用性、自动问答功能等分析角度对服务现状进行梳理总结。[结果/结论] 研究发现高校图书馆智能咨询服务功能边界正在重构,系统功能多样性与低可用性并存,自动问答功能识别读者意图能力不强,回复信息粗细粒度不一致。未来可从以下角度推动智能咨询服务的发展:整合在线咨询服务,增强智慧服务能力;明确服务功能需求,完善服务保障体系;优化自动问答,推动精准咨询服务;等等。

关键词: 智能咨询, 高校图书馆, 网络调研, 系统功能

Abstract: [Purpose/Significance] Intelligent consulting service is changing the consulting service mode of university libraries. Investigation and analysis of the application status of intelligent consulting service will help improve the functional system of intelligent consulting service and promote the transformation and development of library intelligent consulting service to intelligent consulting service. [Method/Process] This research took the second round of “double first-class” construction universities as the research object, conducted a detailed research on the intelligent question answering function and expanded service function of the library intelligent consulting service system by combining network research with content analysis, and combed and summarized the service status quo from the perspective of functional boundary analysis, functional availability analysis, intelligent question answering function analysis, etc. [Result/Conclusion] The research finds that the functional boundary of the intelligent consulting service of university libraries is being reconstructed, the diversity of system functions and low availability coexist, the ability of intelligent question and answer function to identify readers’ intentions is not strong, and the strength of response information is inconsistent. In the future, the development of intelligent consulting services can be promoted from the following perspectives: The ability of intelligent service can be enhanced by integrating online consulting services; Clarify the service function and improve the service guarantee system; Optimize intelligent question and answer and promote the development of precise consulting services.

Key words: intelligent consultation, university library, network research, system function

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