过程文件对图书馆数字参考服务的质量控制

摘要

数字参考服务是网络环境下图书馆的核心业务之一。图书馆数字参考服务工作流程所依据与产生的管理文件,在其质量管理各环节中都起到了过程控制的作用。过程文件对图书馆数字参考服务的计划、执行、检查与改进全过程都可通过相应的管理文件与工作情况记录实现质量控制,从而实现数字参考服务的科学化管理。%The digital reference service is one of the central services of a library in the context of network.The management papers on the basis of its working process control the process in every step of the quality management.The plan,operation,inspection and improvement of process papers to the digital reference service of library can accomplish the quality control and scientific management of digital reference service through relevant management papers and the records of operation.We thus,can conclude that applying quality management papers to control the process has significance to all work.