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介绍新泽西州图书馆界合作开展在线参考咨询的概况;描述该系统的虚拟参考咨询功能、作业辅导功能及在系统运行中,如何采用员工培训、定期交流、记录分析、用户反馈等一系列措施来保证咨询服务质量的经验;并总结新泽西州虚拟参考咨询在树立市场营销意识、保障服务质量与通过服务创新获取经济效益方面的成绩。
Describe the virtual reference consulting function, job counseling function and how to adopt staff training, regular communication, record analysis, user feedback and a series of measures in the operation of the system To assure the quality of consulting services; and summarizes the achievements of New Jersey Virtual Reference Service in establishing marketing awareness, guaranteeing service quality and gaining economic benefits through service innovation.