Quality Standards and Evaluation of Virtual Reference Service

摘要

Virtual Reference Service is the direction of reference service of libraries in the network environment. How to guarantee the quality of the service and maintain the service in high quality is the important topic. Based the analysis of the current quality standards of virtual reference service, the article put forward a set of quality standards integrated quantitative standards and qualitative standards. In the quality standards, system service level, reference staff, management level and openness of the system are taken into account. Based on the quality standards, the article discussed how to evaluate the virtual reference service by Internet survey and statistics analysis method.