虛擬參考服務館員遠距線上同步培訓課程之實施與回饋
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Date
2011-03-01
Authors
吳美美
許鴻晢
Journal Title
Journal ISSN
Volume Title
Publisher
國立臺灣大學圖書館
Abstract
虛擬參考服務在國外已經實行多年，國內各圖書館也利用不同的形式，努力提供同步或非同步的線上參考服務，目前仍以非同步線上參考服務為多，有幾個圖書館利用同步聊天室或現場錄影型態，但都尚未普及。觀察國外圖書館不僅提供同步線上參考服務，並且有虛擬參考服務聯盟，可能是因為有 QuestionPoint系統作為系統的基礎，並且館員利用各種教育訓練的機會，建構必要的知能，尤其國際圖書館聯盟和美國圖書館協會在 21世紀的初期都開始各自制訂虛擬參考服務綱領和虛擬參考服務標準，作為虛擬參考服務館員的工作指引。本研究希望藉由虛擬參考服務指引和文獻，剖析虛擬參考服務館員有哪些必要的知能，並設計合適的課程以培訓新時代的虛擬參考服務館員。本研究主要探討的研究問題包括：虛擬參考服務培訓課程應包含哪些項目？如何進行？這樣的虛擬參考服務培訓課程是否有助於之後館員進行虛擬參考服務？研究方法包括：課程需求分析、培訓課程設計、培訓課程實踐、志願館員培訓日誌文本分析。本研究結果支持遠距線上同步培訓課程的有用性，並建議未來虛擬參考服務館員需要一套特別的知識和技能，包括虛擬參考服務系統使用，以及專業言談等技能。
Virtual reference service has become an important issue since the beginning of the 21st century. Both IFLA and ALA have announced guidelines and standards for virtual reference services. Virtual reference service is popular in the west, but only a few libraries offer virtual reference service in Taiwan. The availability of virtual reference service is due largely to the system, e.g., QuestionPoint, and well-trained virtual reference librarians. This study attempts to delineate the necessity of knowledge and skills for the virtual reference librarians, how to design the training courses to fulfill the purposes, and whether training program meets the need. The methodology includes need assessment, course design, training session, real virtual reference service sessions, and post-service interviews. The research results support the usefulness of the training program and suggest that future virtual reference librarians need a set of specific skills, including system use and professional delivery techniques.
Virtual reference service has become an important issue since the beginning of the 21st century. Both IFLA and ALA have announced guidelines and standards for virtual reference services. Virtual reference service is popular in the west, but only a few libraries offer virtual reference service in Taiwan. The availability of virtual reference service is due largely to the system, e.g., QuestionPoint, and well-trained virtual reference librarians. This study attempts to delineate the necessity of knowledge and skills for the virtual reference librarians, how to design the training courses to fulfill the purposes, and whether training program meets the need. The methodology includes need assessment, course design, training session, real virtual reference service sessions, and post-service interviews. The research results support the usefulness of the training program and suggest that future virtual reference librarians need a set of specific skills, including system use and professional delivery techniques.