[目的/意义] 通过再造参考咨询服务流程增加用户粘度，提高服务质量，从而扩大图书馆影响力。[方法/过程] 采用文献调研方法，梳理参考咨询服务流程中用户、馆员、咨询平台、信息资源存在的问题；引入媒介融合理念，利用用户画像技术，在用户产生问题之前尝试信息推送。[结果/结论] 打破传统参考咨询"先问后答，有问才有答"的服务模式，构建一个"答→问→答"的全新服务流程，为参考咨询工作的开展提供新的实施路径，并对参考咨询流程再造提出建议。
[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.
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