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分析集中式和分布式参考咨询模式的优缺点,重点介绍广东网络图书馆合作虚拟参考咨询系统所采用的集中式模式,并讨论该系统提供的文本、语音、视频和电子邮件、常见问题、表单、智能等实时和非实时咨询方式,重点描述其表单咨询和智能咨询的流程。最后,以实例阐明面向普通用户的读者咨询、面向参考咨询馆员的专家服务和面向系统管理员的后台管理三个子系统的功能、特色和实现。
Analysis of the advantages and disadvantages of centralized and distributed reference mode, focusing on centralized network model used by Guangdong Network Library collaborative virtual reference system, and discuss the system provides text, voice, video and e-mail, frequently asked questions, forms , Smart and other real-time and non-real-time consultation, focusing on the description of the form of consultation and intelligent consulting process. Finally, an example is given to illustrate the functions, features and implementation of reader-oriented general users, expert services for reference librarians, and background management for system administrators.