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介绍国内外网上实时咨询服务的发展情况,探讨网上实时咨询系统的服务功能和实时咨询员的素质要求;概述NSTL 开展网上实时咨询服务的指导思想和服务效果,对租用现成系统(如美国国会图书馆与OCLC合作开发的QuestionPoint系统) 与自行开发系统的优缺点进行比较。
This paper introduces the development of online real-time consulting service at home and abroad, discusses the service function of real-time online consulting system and the quality requirements of real-time counselors. It also summarizes the guiding ideology and service effect of NSTL on-line real- QuestionPoint system developed in cooperation with OCLC) is compared with the advantages and disadvantages of self-developed system.