| 索传军,段玉思.优化数字馆藏服务质量的措施[J].中国图书馆学报,2008,34(1): |
| Measures for Optimization of Quality of Digital Collection Services |
| 优化数字馆藏服务质量的措施 |
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| DOI： |
| Key words:Digital collections,Service quality,Quality control,Measures |
| 中文关键词: 数字馆藏，服务质量，质量控制，措施 |
| 基金项目:国家自然科学基金项目编号(70573099)“电子资源在线使用统计与绩效评估”的阶段性成果；河南省高校新世纪优秀人才支持计划项目“数字图书馆信息服务质量管理系统研究”的阶段性成果 |
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| Abstract: |
| Measures for the quality control of digital collection services include the measures for the quality control before, during and after the services. The measures for the quality control before the services include the establishment of service quality management system, the analysis and prediction of readers demand, and the drafting of optimization service plans. The measures during the services include resource delivery service control, key service control, services remediation mechanisms and staff quality education. The measures after the services include service quality evaluation, service quality analysis, service quality tracking, etc. 1 fig. 12 refs. |
| 中文摘要: |
| 数字馆藏的质量控制措施分为事前、事中和事后服务质量控制措施。事前措施包括建立服务质量管理制度、读者需求分析预测、制订最优服务方案；事中措施包括资源传递服务控制、关键服务控制、服务补救机制、人员素质教育；事后服务质量控制措施包括服务质量评价、服务质量差距分析、质量跟踪回访，等等。图1。参考文献12。 |
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