Evaluation of Quality for Digital Reference Services:Theory and Practice

With the rapid development of web-based real-time reference services by libraries,much more attention has been attached to the standard for digital reference service evaluation.This paper intro- duces the progress made in the fields home and abroad and brings forward the system of 3-level indicators for digital reference service evaluation in seven aspects such as service system,service process,answer quality,degree of users' satisfactory,service statistics,cost measurement,and service openness.