網路問答服務系統之研究：以台北市立圖書館線上參考服務系統與Yahoo!奇摩知識+為例
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2006
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網路問答服務，即是透過網際網路，提供使用者問題提問與解答問題之服務。在台灣，入口網站Yahoo!奇摩在2004年推出其名為「Yahoo!奇摩知識+」之網路問答服務，並在半年內(2005年5月底)累積了百萬則問題，且平均每月吸引490萬網友進行問答互動，每則問題平均獲得2.8筆解答。表面上看來，此種新的網路資訊服務型式，蓬勃發展且讓使用者熱烈反應及參與，而其提供問答服務的理念，實際上在圖書館界實行已久，也就是被視為最能突顯專業服務之「參考諮詢服務」。面對此，圖書館界應對其有所了解，以作為日後參考諮詢服務發展之參考。
本研究以「台北市立圖書館線上參考服務」與「Yahoo!奇摩知識+」兩個網路問答服務系統為研究對象，藉由內容分析法、實驗評鑑法與深度訪談法加以探討其技術與服務、問答內容及經營三個面向所涵蓋之問題。研究結果發現：一、技術與服務平台方面，分別針對檢索功能、檢索結果、檢索介面及瀏覽功能、加值功能、著錄項目等，歸納7點結論；二、問答特質上，共整理出(1)回答速度二者無極大差異；(2)近半數問題集中於自然科學與應用科學類；(3)以事實型問題居多，尋求意見或經驗型問題亦為Yahoo!奇摩知識+之特色等19項特徵；三、經營管理方向部分，綜合兩系統於行銷、經費來源、人力資源及社群經營與管理之7特色，且在明確機制下雙方皆有合作意願。
根據研究結果，文末分別針對台北市立圖書館線上參考服務系統、Yahoo!奇摩知識+及圖書館參考諮詢服務提出相關建議。
Internet Question Answering system refers to the services that users can bring up questions and obtain answers by internet. In Taiwan, the portal site Yahoo! Kimo provided the Internet Question Answering system, called “Yahoo! Kimo Knowledge+”, in 2004. It has accumulated up to million of questions in half year (till the end of May, 2005). The system averagely attracted 4,900,000 users to question-answer interaction per month, whereas each question averaged up to 2.8 answers. In surface, this new internet information service develops so vigorously that make users response and participant in it. However, the belief to provide question-answer service has been carried out for years by the library, which is termed as “Reference services” that can be viewed as the most professional services. The study consists of two participants: “Taipei Public Library Online Reference Services” and “Yahoo! Kimo Knowledge+”. By means of Content Analysis, Experimental Examination, and In-depth Interview , the researcher discusses questions from three respects including techniques and services, content of question-answer, and management. The results are as follows. Firstly, with regard to the platform of techniques and services, the researcher has attributed seven conclusions from “search function”, “search results”, “search interface”, “browse function”, “added function”, and “record entries”. Secondly, with respect to the content of question-answer, the results have displayed nineteen characteristics such as; (1) there are no significant differences in the answer speed of the two systems; (2) near half of the questions focus on natural science andapplied science; (3) questions about facts are the majority, and that looking for opinions or experiences are also the features of Yahoo! Kimo Knowledge+. Thirdly, as for management, synthesize two systems seven characteristics with management in marketing, source of the funds, human resources and community managing. And Both sides all have a cooperative will under defining the mechanism. According to the results, the study provides related suggestions to Taipei Public Library Online Reference Services, Yahoo Kimo Answers, and Library Online Reference Services.
Internet Question Answering system refers to the services that users can bring up questions and obtain answers by internet. In Taiwan, the portal site Yahoo! Kimo provided the Internet Question Answering system, called “Yahoo! Kimo Knowledge+”, in 2004. It has accumulated up to million of questions in half year (till the end of May, 2005). The system averagely attracted 4,900,000 users to question-answer interaction per month, whereas each question averaged up to 2.8 answers. In surface, this new internet information service develops so vigorously that make users response and participant in it. However, the belief to provide question-answer service has been carried out for years by the library, which is termed as “Reference services” that can be viewed as the most professional services. The study consists of two participants: “Taipei Public Library Online Reference Services” and “Yahoo! Kimo Knowledge+”. By means of Content Analysis, Experimental Examination, and In-depth Interview , the researcher discusses questions from three respects including techniques and services, content of question-answer, and management. The results are as follows. Firstly, with regard to the platform of techniques and services, the researcher has attributed seven conclusions from “search function”, “search results”, “search interface”, “browse function”, “added function”, and “record entries”. Secondly, with respect to the content of question-answer, the results have displayed nineteen characteristics such as; (1) there are no significant differences in the answer speed of the two systems; (2) near half of the questions focus on natural science andapplied science; (3) questions about facts are the majority, and that looking for opinions or experiences are also the features of Yahoo! Kimo Knowledge+. Thirdly, as for management, synthesize two systems seven characteristics with management in marketing, source of the funds, human resources and community managing. And Both sides all have a cooperative will under defining the mechanism. According to the results, the study provides related suggestions to Taipei Public Library Online Reference Services, Yahoo Kimo Answers, and Library Online Reference Services.
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Keywords
網路問答系統, 線上參考服務, Question Answering System, Online Reference Services