[Abstract] This article takes the practice spirit of foreign reference services and some of its business models as examples to examine and discern the existence behind the phenomenon, and considers that the reference service packaging, productization, and globalization operations represent the reference services in the transition period. Development trend.
ã€Abstract】International Information ã€Keywords】 Reference Services / Existential Paradigm / Foreign / Case Introduction In the course of writing the Sub-report on the “National Library Reference Strategy for Strategic Development†in 2002, the focus was on foreign national libraries. The reference service conducted a literature survey and originally intended to compare the reference services of different countries - but found that in terms of "comparison", seeking similarities or seeking differences in the same situation, although claiming high levels, it was a dramatic one. The changing organisms, with reference to the extension and trend of service functions, have exceeded people's previous understanding and understanding. Then, we should use what kind of wisdom and principles to look at what has happened, and continue to create service models and content that suits itself, and indeed we need to seek new insights.
First, repackaging information services
The weakening of the reference desk function in the traditional sense is a common phenomenon in the global reference service. Therefore, creating new marketing models is the hot spot for reference services in recent years.
Case: "Singapore Model" Focusing on Packaging
The purpose of promoting Singapore as the first stop for Asian information services is the purpose of the National Library Information Service of Singapore. In June 2002, the office was reorganized into a team of more than 50 people, directly under the National Library of Singapore (previously referred to as the National Reference Library), with the aim of bringing library documentation services to market. They think that the value of a reference librarian is to package themselves to a fixed customer.
Department of Information Services under agencies and functions
Drawing
The market-oriented operation based on group customers is the development trend in the future. The Information Service Department is doing this for most of the time, focusing on group customers, and focusing on active services, providing information services on a regular basis according to the contract.
Contract users are mostly used by institutional users such as governments, business organizations, communities, schools, etc. They are tailor-made information services. They list the proactive services provided during the contract period according to the nature and scope of their work. The requirements, such as type, quantity, delivery cycle, quality requirements and service standards of information products, all strictly follow the service contracts signed with customers to provide users with information retrieval and packaging services.
Their information products and services mainly include: periodical newsletters, research reports, special briefings and on-demand inquiries.
The Information Service Department has established strict service standards for the various information retrieval and packaging services it promises to provide. It strictly meets the requirements of service contracts for contractual users, and it does not exceed 5 working days for any dispatches. It also regularly requests information from users. Service products and services are evaluated.
The concept of packaging, with the word "information" being introduced into the library's information service, is a full-scale definition of service organization, which means promotion, innovation, and constant updating. There are four points that are particularly worthy of attention after packaging:
First, the Department of Market Development of the Department is accessed by the National Library of Singapore. The members do not need to have a reference background and do not take up the establishment of the department. The service department is mainly responsible for the production of products. The production of products is the core of competition for the information service department. This kind of strategy of subcontracting or adopting "outsourcing" to the market will help to make the market bigger.
The second is that the Special Advisory Committee of the National Library is responsible for the overall positioning. It attaches great importance to the opinions of the consulting company. Anybody who opens up new services or products must refer to the opinions of outside experts. These experts are non-librarians and information consulting services. Experts are intangible assets that provide knowledge services and carry out market operations.
Third, since the establishment of the Library Management Bureau, it has established effective alliances with many local information service agencies and organizations in the region, regions, and the world, such as the Association of Southeast Asian Librarians, the Singapore Management University, the British Library, and the National Library of China. The Shanghai Library, the Russian National Library, the National Library of Korea, and the Australian National Library, etc., are an important part of information service cooperation. Based on these effective cooperation channels, the Information Service Department can provide timely, reliable and authoritative relevant information for users in these countries, regions and professional fields.
Fourth, the Information Service Department focuses on having its own publicity channels: user's recommendation; promotion of the National Library Service website; promotion of the e-library under the National Library Administration, especially promotion of group members; interviews with mass media.
Second, "productized" information integration
The general reference service aims at answering readers' problems and highlighting the functions of the guidelines. The obvious feature of modern reference services is the production of socialized information products. A great deal of work to be done by the staff is the selection, transformation and integration of information, and information products. For the end result, a product atmosphere is formed.
Case: Role of Information Factory
The most fundamental mission of the Library of Congress is to promote the use of knowledge in Congress and the power of creative ideas. It is to provide various kinds of information, and to confirm, analyze, and synthesize all kinds of useful information. In 2001, the Congressional Research Service Department responded to the consultations of parliamentarians and their subordinates to 70,100 from the more than 500,000 items in the calendar year. The concept of “quantity†determines that the Congressional Research Service Department always plays the role of an information factory, with two forms of products as representatives:
â—† Issue brief (Issue brief). In order to promptly answer a large number of congressional commissions, the Congressional Research Service Department has designed special electronic documents to address key issues concerning important current issues, including the opinions of experts and scholars, and then arrange them according to themes and format them in a specific format.
In order for the summary of issues to meet the needs of the National Assembly, first of all, before each meeting starts, it is conceived to identify possible problems, and then the summary of issues is objectively compiled. The content of the summary must be continuously updated in accordance with the progress of events. The content order of the summary is:
a. Problem Introduction;
b. Analysis of various possible solutions;
c. A description of the current legislative situation, listing the records and reports of the hearing;
d. List the related incidents that have occurred in chronological order.
The issue summary tracked social hot issues in a timely manner. The contents of 2001 involved the formulation of agricultural and farm laws, welfare reforms, and terrorism (post-9.11). In the Congressional Research Service, about 400 such abstracts are usually available, either through computer terminals or copied into print.
â—† Information package (Info package). Combine articles on a topic in newspapers and magazines, and produce a bag of information to help parliamentarians and voters get general knowledge of the subject. The subject matter of the package is different from the problem summary. It is not limited to issues that may be raised in the National Assembly. Someone described the information publication room of the Congressional Research Service as a supermarket. People browse while selecting the information packages they need, but they are basically not personal services.
Productized information integration depends on the individual needs of the readers of the library instead of the needs of social grouping. This is a reference to the conditions for creating economies of scale and sustainable development. It has two distinct qualities:
a. Through appropriate document training, as well as standardization and standardization processes, it can be mastered and manipulated by all people to form a capability for large-scale reproduction of production and distribution.
b. Retrieval of skills or service capabilities will no longer rely on individuals, reducing human errors and the differences in the ability and professionalism of serving staff to form a variety of job outcomes.
Productized information production requires corresponding transmission channels. In October 1998, the National Library of Congress of Japan Survey and Legislative Reference Bureau and the Parliament Branch opened a “Chaosa-no-Mado†website for members of the National Assembly and its related personnel to provide 24-hour electronic services. As part of the predictive survey, the platform includes the publications and publications (mainly survey data and background information) edited and published by the Investigation and Legislative Reference Bureau, such as Reference, Foreign Legislation, Overseas News View, and "Investigation and Intelligence", "Survey Materials", and the investigation report of the Research House of Representatives of the Congress House, the full-text database system of the Congressional Memorandum, etc. In addition, the Bureau also uses the platform to entrust experts from the society to give lectures and conduct investigations and guidance on very specialized topics.
Third, the "integration mode" in the process of globalization
From the end of the 20th century to today, the virtual reference service not only enables the library people to use the online platform to expand their professional services, but also gives reference services a new cultural connotation—cooperation and communication.
Case: Cross Reference Alliance for Digital Reference
The idea of ​​the Collaborative Digital Reference Service (CDRS) was born at an international seminar in Washington in 1998. A proposal for this project was presented at a meeting of the American Library Association in Philadelphia in 1999. In 2000, the United States Library of Congress proposed a "cooperative digital reference service" plan and plans to establish a global web-based cooperative digital reference system within two years.
Digital reference cooperation is initially regionalized. Prior to this, the UK's EARL system established a public library cooperation consulting network as early as 1997, called Ask a Librarian. In March 1997, the Japanese library community spontaneously set up an online librarian reference consultation and collaboration webpage on a virtual network. By January 1999, nearly all major public libraries in Japan had joined the network and connected to the National Library of Congress, academic intelligence centers, university libraries, and publishers' books and information.
In June 2002, the Public Service Collection Office of the Congressional Assembly and OCLC developed a new international online cooperative consulting service, QuestionPoint (QP). Library users can submit their queries at any time through the link to the consulting service on their own library pages. Consultation questions are answered by senior experts who are in the hall where the user is located or globally.
QP marks the official start of a service that grew out of CDRS. Developer Clash emphasized that the online environment provides new opportunities for international partners to open up new resources and new approaches while keeping the library in the public eye.
QP's actions marked that the reference desk in the form of a consulting service representative was attached to the home page. It changed from a physical carrier to a virtual consulting platform on the Internet. It was a kind of from the same time to the same place to different places, from a single, fragmented. The "points" to integrated "face" advisory services fully embody the importance of cooperation, namely the sharing and optimal allocation of world information resources, and the professional division of labor and cooperation among international members. At present, there are nearly 200 graphic agencies, relevant organizations and expert advisory websites joining, including Australia, Austria, Bulgaria, Canada, Germany, South Korea, New Zealand, Norway, Singapore, Sweden, Thailand, Netherlands, United Kingdom, United States, China. In Hong Kong and the mainland, the long-term goal of QP is to provide support in nearly 20 languages.
This kind of advisory alliance that transcends national and national significance is neither a mere technical aspect nor an isolated occupational phenomenon. It transcends culture and national borders and is integrated with the spatial background and time course of current economic globalization. From regional time and space to global time and space, advanced consulting management methods flow freely on a global scale. As a reflection of a strong economy and culture, this shift from closed space to open space and from static to liquidity is both a result and a process. It indicates that the development of reference services has been challenged by the "borderless global economy" and it has begun to enter the "integration mode" stage.
summary
The operation of packaging, productization, and globalization as a "presence paradigm" indicates a new trend. The reference service is a concept that is developing. It has gradually become a mainstream topic in the library community. Based on the spirit of seeking truth and innovation, it is based on its own characteristics.
ã€Abstract】International Information ã€Keywords】 Reference Services / Existential Paradigm / Foreign / Case Introduction In the course of writing the Sub-report on the “National Library Reference Strategy for Strategic Development†in 2002, the focus was on foreign national libraries. The reference service conducted a literature survey and originally intended to compare the reference services of different countries - but found that in terms of "comparison", seeking similarities or seeking differences in the same situation, although claiming high levels, it was a dramatic one. The changing organisms, with reference to the extension and trend of service functions, have exceeded people's previous understanding and understanding. Then, we should use what kind of wisdom and principles to look at what has happened, and continue to create service models and content that suits itself, and indeed we need to seek new insights.
First, repackaging information services
The weakening of the reference desk function in the traditional sense is a common phenomenon in the global reference service. Therefore, creating new marketing models is the hot spot for reference services in recent years.
Case: "Singapore Model" Focusing on Packaging
The purpose of promoting Singapore as the first stop for Asian information services is the purpose of the National Library Information Service of Singapore. In June 2002, the office was reorganized into a team of more than 50 people, directly under the National Library of Singapore (previously referred to as the National Reference Library), with the aim of bringing library documentation services to market. They think that the value of a reference librarian is to package themselves to a fixed customer.
Department of Information Services under agencies and functions
Drawing
The market-oriented operation based on group customers is the development trend in the future. The Information Service Department is doing this for most of the time, focusing on group customers, and focusing on active services, providing information services on a regular basis according to the contract.
Contract users are mostly used by institutional users such as governments, business organizations, communities, schools, etc. They are tailor-made information services. They list the proactive services provided during the contract period according to the nature and scope of their work. The requirements, such as type, quantity, delivery cycle, quality requirements and service standards of information products, all strictly follow the service contracts signed with customers to provide users with information retrieval and packaging services.
Their information products and services mainly include: periodical newsletters, research reports, special briefings and on-demand inquiries.
The Information Service Department has established strict service standards for the various information retrieval and packaging services it promises to provide. It strictly meets the requirements of service contracts for contractual users, and it does not exceed 5 working days for any dispatches. It also regularly requests information from users. Service products and services are evaluated.
The concept of packaging, with the word "information" being introduced into the library's information service, is a full-scale definition of service organization, which means promotion, innovation, and constant updating. There are four points that are particularly worthy of attention after packaging:
First, the Department of Market Development of the Department is accessed by the National Library of Singapore. The members do not need to have a reference background and do not take up the establishment of the department. The service department is mainly responsible for the production of products. The production of products is the core of competition for the information service department. This kind of strategy of subcontracting or adopting "outsourcing" to the market will help to make the market bigger.
The second is that the Special Advisory Committee of the National Library is responsible for the overall positioning. It attaches great importance to the opinions of the consulting company. Anybody who opens up new services or products must refer to the opinions of outside experts. These experts are non-librarians and information consulting services. Experts are intangible assets that provide knowledge services and carry out market operations.
Third, since the establishment of the Library Management Bureau, it has established effective alliances with many local information service agencies and organizations in the region, regions, and the world, such as the Association of Southeast Asian Librarians, the Singapore Management University, the British Library, and the National Library of China. The Shanghai Library, the Russian National Library, the National Library of Korea, and the Australian National Library, etc., are an important part of information service cooperation. Based on these effective cooperation channels, the Information Service Department can provide timely, reliable and authoritative relevant information for users in these countries, regions and professional fields.
Fourth, the Information Service Department focuses on having its own publicity channels: user's recommendation; promotion of the National Library Service website; promotion of the e-library under the National Library Administration, especially promotion of group members; interviews with mass media.
Second, "productized" information integration
The general reference service aims at answering readers' problems and highlighting the functions of the guidelines. The obvious feature of modern reference services is the production of socialized information products. A great deal of work to be done by the staff is the selection, transformation and integration of information, and information products. For the end result, a product atmosphere is formed.
Case: Role of Information Factory
The most fundamental mission of the Library of Congress is to promote the use of knowledge in Congress and the power of creative ideas. It is to provide various kinds of information, and to confirm, analyze, and synthesize all kinds of useful information. In 2001, the Congressional Research Service Department responded to the consultations of parliamentarians and their subordinates to 70,100 from the more than 500,000 items in the calendar year. The concept of “quantity†determines that the Congressional Research Service Department always plays the role of an information factory, with two forms of products as representatives:
â—† Issue brief (Issue brief). In order to promptly answer a large number of congressional commissions, the Congressional Research Service Department has designed special electronic documents to address key issues concerning important current issues, including the opinions of experts and scholars, and then arrange them according to themes and format them in a specific format.
In order for the summary of issues to meet the needs of the National Assembly, first of all, before each meeting starts, it is conceived to identify possible problems, and then the summary of issues is objectively compiled. The content of the summary must be continuously updated in accordance with the progress of events. The content order of the summary is:
a. Problem Introduction;
b. Analysis of various possible solutions;
c. A description of the current legislative situation, listing the records and reports of the hearing;
d. List the related incidents that have occurred in chronological order.
The issue summary tracked social hot issues in a timely manner. The contents of 2001 involved the formulation of agricultural and farm laws, welfare reforms, and terrorism (post-9.11). In the Congressional Research Service, about 400 such abstracts are usually available, either through computer terminals or copied into print.
â—† Information package (Info package). Combine articles on a topic in newspapers and magazines, and produce a bag of information to help parliamentarians and voters get general knowledge of the subject. The subject matter of the package is different from the problem summary. It is not limited to issues that may be raised in the National Assembly. Someone described the information publication room of the Congressional Research Service as a supermarket. People browse while selecting the information packages they need, but they are basically not personal services.
Productized information integration depends on the individual needs of the readers of the library instead of the needs of social grouping. This is a reference to the conditions for creating economies of scale and sustainable development. It has two distinct qualities:
a. Through appropriate document training, as well as standardization and standardization processes, it can be mastered and manipulated by all people to form a capability for large-scale reproduction of production and distribution.
b. Retrieval of skills or service capabilities will no longer rely on individuals, reducing human errors and the differences in the ability and professionalism of serving staff to form a variety of job outcomes.
Productized information production requires corresponding transmission channels. In October 1998, the National Library of Congress of Japan Survey and Legislative Reference Bureau and the Parliament Branch opened a “Chaosa-no-Mado†website for members of the National Assembly and its related personnel to provide 24-hour electronic services. As part of the predictive survey, the platform includes the publications and publications (mainly survey data and background information) edited and published by the Investigation and Legislative Reference Bureau, such as Reference, Foreign Legislation, Overseas News View, and "Investigation and Intelligence", "Survey Materials", and the investigation report of the Research House of Representatives of the Congress House, the full-text database system of the Congressional Memorandum, etc. In addition, the Bureau also uses the platform to entrust experts from the society to give lectures and conduct investigations and guidance on very specialized topics.
Third, the "integration mode" in the process of globalization
From the end of the 20th century to today, the virtual reference service not only enables the library people to use the online platform to expand their professional services, but also gives reference services a new cultural connotation—cooperation and communication.
Case: Cross Reference Alliance for Digital Reference
The idea of ​​the Collaborative Digital Reference Service (CDRS) was born at an international seminar in Washington in 1998. A proposal for this project was presented at a meeting of the American Library Association in Philadelphia in 1999. In 2000, the United States Library of Congress proposed a "cooperative digital reference service" plan and plans to establish a global web-based cooperative digital reference system within two years.
Digital reference cooperation is initially regionalized. Prior to this, the UK's EARL system established a public library cooperation consulting network as early as 1997, called Ask a Librarian. In March 1997, the Japanese library community spontaneously set up an online librarian reference consultation and collaboration webpage on a virtual network. By January 1999, nearly all major public libraries in Japan had joined the network and connected to the National Library of Congress, academic intelligence centers, university libraries, and publishers' books and information.
In June 2002, the Public Service Collection Office of the Congressional Assembly and OCLC developed a new international online cooperative consulting service, QuestionPoint (QP). Library users can submit their queries at any time through the link to the consulting service on their own library pages. Consultation questions are answered by senior experts who are in the hall where the user is located or globally.
QP marks the official start of a service that grew out of CDRS. Developer Clash emphasized that the online environment provides new opportunities for international partners to open up new resources and new approaches while keeping the library in the public eye.
QP's actions marked that the reference desk in the form of a consulting service representative was attached to the home page. It changed from a physical carrier to a virtual consulting platform on the Internet. It was a kind of from the same time to the same place to different places, from a single, fragmented. The "points" to integrated "face" advisory services fully embody the importance of cooperation, namely the sharing and optimal allocation of world information resources, and the professional division of labor and cooperation among international members. At present, there are nearly 200 graphic agencies, relevant organizations and expert advisory websites joining, including Australia, Austria, Bulgaria, Canada, Germany, South Korea, New Zealand, Norway, Singapore, Sweden, Thailand, Netherlands, United Kingdom, United States, China. In Hong Kong and the mainland, the long-term goal of QP is to provide support in nearly 20 languages.
This kind of advisory alliance that transcends national and national significance is neither a mere technical aspect nor an isolated occupational phenomenon. It transcends culture and national borders and is integrated with the spatial background and time course of current economic globalization. From regional time and space to global time and space, advanced consulting management methods flow freely on a global scale. As a reflection of a strong economy and culture, this shift from closed space to open space and from static to liquidity is both a result and a process. It indicates that the development of reference services has been challenged by the "borderless global economy" and it has begun to enter the "integration mode" stage.
summary
The operation of packaging, productization, and globalization as a "presence paradigm" indicates a new trend. The reference service is a concept that is developing. It has gradually become a mainstream topic in the library community. Based on the spirit of seeking truth and innovation, it is based on its own characteristics.
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