کتابداری و اطلاع‌رسانی

کتابداری و اطلاع‌رسانی

خدمات مرجع مجازی: تحول پرسش‌ها– تنوع پاسخ‌دهندگان (یک مرور دامنه‌‌ای)

نوع مقاله : مقاله پژوهشی

نویسندگان
مریم کشوری 1
سمیرا امیری 2
1 استادیار، گروه علم اطلاعات و دانش‌شناسی، دانشگاه اصفهان، اصفهان، ایران.
2 دانشجوی دکتری علم اطلاعات و دانش‌شناسی، دانشگاه اصفهان، اصفهان، ایران.
10.30481/lis.2025.505465.2238
چکیده
هدف: هدف پژوهش حاضر بررسی تحولات مربوط به نوع پرسش‌های مجازی کاربران و تأثیر آن بر تعیین پاسخ‌دهندگان پرسش‌هاست.
روش‌شناسی: پژوهش حاضر از نوع کیفی بوده و به روش مرور دامنه‌ای انجام شده است؛ بدین منظور، تعداد 61  اثر مرتبط با هدف پژوهش، مورد تحلیل و بررسی قرار گرفتند. 
یافته‌ها: یافته‌های مرتبط با نوع پرسش‌های مرجع مجازی را می‌توان به دو گروه تقسیم کرد: گروه اول، پژوهش‌هایی که پرسش‌های کاربران را بر اساس نظام‌های طبقه‌بندی رایجی مانند: کتز (1997 و 2002)، وارنر (2001) و سیرز (2002) دسته‌بندی کرده‌اند که مقایسه نتایج این پژوهش‌ها نشان داد بیشترین درصد پرسش‌ها از نوع «جستجوی ویژه»، «راهنما» و «پژوهشی» است و گروه دوم، پژوهش‌هایی که مبتنی بر طبقه‌بندی‌های محقق‌ساخته از پرسش‌های مرجع هستند؛ نتایج این گروه نشان داد پرسش‌های «ارجاع آماده»، «راهنما و خط‌مشی کتابخانه» و «پژوهشی»، به ترتیب، بیش از سایر انواع، مطرح شده‌اند. بررسی متون حاکی از این است که چنانچه پرسش‌های مرجع از نوعی باشند که بدون نیاز به منبع (یا با حداقل منبع) و با حداقل تلاش و زمان پاسخ داده شوند، می‌توانند توسط کارکنان غیرمتخصص آموزش‌دیده و دانشجویان دستیار کتابدار پاسخ داده شوند و این موضوع شامل پرسش‌های «ارجاع آماده»، «جستجوی ویژه»، «راهنما» و «خط‌مشی کتابخانه» می‌شود.
نتیجه‌گیری: این پژوهش در زمره نخستین پژوهش‌هایی است که به مروری جامع بر انواع پرسش‌های کاربران و ضرورت سطح‌بندی پاسخ‌دهندگان پرداخته است. نتیجه این پژوهش، هم بر تقویت مهارت‌های پژوهشی و مشاوره‌ای کتابداران و هم بر ضرورت آموزش سایر کارکنان تأکید دارد و لازم است برنامه‌ریزان و سیاستگذاران این مسئله را مدنظر قرار دهند. 
کلیدواژه‌ها
پرسش‌های مرجع
مدل‌های طبقه‌بندی پرسش‌ها
کتابداران مرجع
کارکنان مرجع
خدمات مرجع مجازی

عنوان مقاله English

Virtual Reference Services: The Evolution of Questions; Diversity of Answerers (A Scoping Review)

نویسندگان English

Mariam Keshvari 1
Samira Amiri 2
1 Associate Professor, Department of KIS, University of Isfahan, Isfahan, Iran
2 Ph.D. candidate, Department of KIS, University of Isfahan, Isfahan, Iran.
چکیده English

Objective: The present study aims to investigate the developments related to the users' virtual questions and their impact on the determination of answerers.
Methodology: This study is qualitative in nature and has been conducted using the scoping review method. To this end, a total of 61 final works related to the research objective were analyzed and examined.
Findings: The majority of studies have focused on "chat transactions" in the reference sections of "academic libraries", with researchers striving to classify questions based on content analysis of these transactions. This has led to the development of diverse classification schemes for identifying question types, making it difficult to compare research findings. However, the findings related to the types of reference questions can be divided into two groups: the first group includes studies that categorize user questions based on common classification systems such as Katz (1997, 2002), Warner (2001), and Sears (2002). A comparison of these studies’ results indicates that the most frequent types of questions are "specific search," "directional," and "research" questions. The second group consists of studies based on researcher-developed classifications of reference questions, where comparisons were made based on the category names and the definitions provided for them. The results showed that "ready reference," "directional and library policy," and "research" questions were the most frequently asked by users. Furthermore, studies suggest that if reference questions require little to no resources and can be answered with minimal effort and time, they may be handled by trained non-specialist staff and student library assistants. These include "ready reference," "specific search," "directional," and "library policy" questions. Among these, research questions (or "consultation questions" according to Warner, 2001) were identified as a category requiring librarians’ expertise and skills, making them more suitable to be answered by specialist librarians.
Conclusion: Transformations in the nature of reference questions are occurring, warranting careful consideration. While Katz (1997) firmly believed that all reference questions should be answered by librarians, he later acknowledged that "most questions are directional and simple ready reference inquiries; in general, the questions and the resources used are straightforward and comprehensible; therefore, most questions can be answered by a well-trained staff or a bachelor's degree." In line with this perspective, the present study highlights the emerging face of reference services, where a tiered response model is implemented. This approach allows specialist librarians to avoid spending time on non-specialized and simple queries, enabling them to focus on more complex tasks and the development of new services.

کلیدواژه‌ها English

reference questions
question classification models
reference librarians
reference staff
virtual reference services
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