Journal of the Korean Society for information Management (정보관리학회지)

Korean Society for Information Management (한국정보관리학회)
권호 표지
DOI QR코드

DOI QR Code

Question Analysis of the Collaborative Digital Reference Service at the National Library of Korea

협동 디지털참고서비스의 질문 분석: 국립중앙 도서관의 '사서에게 물어보세요'를 중심으로

  • 장혜란 (상명대학교 문헌정보학과) ;
  • 이경숙 (상명대학교 문헌정보학과 대학원)
  • Received : 2014.11.23
  • Accepted : 2014.12.07
  • Published : 2014.12.30
Download PDF
⟨ Previous Next ⟩

Abstract

This study analyses the questions addressed to the collaborative digital reference service run by the National Library of Korea. The data consist of 661 question entries to the 'Ask a Librarian' service during first 6 months in 2014. Each entry includes average 1.17 questions, and 77.82% of the total questions are real reference in nature. Questions are analyzed by classification division, context of the questioner, desired end product, activities of librarians, and the resources used to respond them. Each category is subdivided and analyzed in detail. Results revealed interesting findings and problems, and suggestions for further endeavor are provided.

협동 디지털참고서비스의 이용자 정보요구를 파악하기 위하여, 국립중앙도서관의 '사서에게 물어보세요'에 2014년 전반기에 실제로 접수된 질문엔트리(N=661)를 대상으로, 질문의 수와 본질, 주제, 정보요구 발생정황, 이용자가 원하는 최종산물, 사서의 활동, 답변에 사용된 정보원 등을 분석하였다. 엔트리에 포함된 평균 질문 수는 1.17건이며 순수참고질문은 77.82%로 나타났다. 주제별로는 총류가 45.68%를 차지하고, 요구정황은 부과된 질문이 주를 이루었으며(84.17%), 이용자가 원하는 최종산물은 서지에(60.48%) 집중되었다. 사서의 활동은 문헌탐색(37.67%), 연구조사(19.67%), 사실탐색(18.67%) 순서이다. 답변제공에 사용된 정보원은 이차자료가 지배적이었으며(73.62%), 각종 웹사이트도 14.75%를 차지하고 있다. 부문별 세부항목별 내용을 분석하였으며, 결과에 기초하여 디지털참고서비스 진흥을 위한 도서관계의 노력을 제언하였다.

Keywords

References

  1. 국립중앙도서관 (2008). 국립중앙도서관 연보. 서울: 국립중앙도서관.
  2. 국립중앙도서관 (2009). 국립중앙도서관 연보. 서울: 국립중앙도서관.
  3. 국립중앙도서관 (2010). 국립중앙도서관 연보. 서울: 국립중앙도서관.
  4. 국립중앙도서관 (2011). 국립중앙도서관 연보. 서울: 국립중앙도서관.
  5. 국립중앙도서관 (2012). 국립중앙도서관 연보. 서울: 국립중앙도서관.
  6. 국립중앙도서관 (2013). 국립중앙도서관 연보. 서울: 국립중앙도서관.
  7. 국립중앙도서관 (2011). 사서에게 물어보세요 운영매뉴얼: 협력형 온라인 지식정보서비스 (개정판). 서울: 국립중앙도서관.
  8. 남태우 등 (2008). 국내 협력형 온라인 지식정보서비스 활성화 및 실시간서비스 운영방안 연구. 세종: 문화체육관광부.(Nam, Tae-Woo et al. (2008). Study on the promotion and management of Collaborative online reference & Information Service in Korea. Sejong: Ministry of Culture, Sports and Tourism.)
  9. 박희진, 박성재 (2013). 내용분석을 통한 대학도서관 디지털 참고정보서비스(전자게시판) 활성화에 관한 연구. 한국정보관리학회지, 30(4), 175-193. http://dx.doi.org/10.3743/KOSIM.2013.30.4.175(Park, Hee-Jin, & Park, Sung-Jae (2013). A study on the digital reference service using electronic bulletin boards in academic libraries through content analysis. Journal of the Korean Society for Information Management, 30(4), 175-193.)
  10. 배순자 (2011). 국내 협력형디지털정보봉사의 효율적 실행을 위한 CDRS의 사례연구. 한국문헌정보학회지, 45(1), 11-27. http://dx.doi.org/10.4275/KSLIS.2011.45.1.011(Bae, Soon-Ja (2011). A case study of the CDRS for effective operation of collaborative digital reference service in Korea. Journal of the Korean society for Library and Information Science Society, 45(1), 11-27.)
  11. 유재옥 (2000). 대학도서관의 웹기반 전자참고정보 서비스에 관한 연구. 한국정보관리학회지, 17(4), 171-186.(Yoo, Jae-Ok (2000). A study on web-based electronic reference services of academic libraries. Journal of the Korean society for Information Management, 17(4), 171-186.)
  12. 장혜란 (2003a). 공공도서관의 디지털참고봉사 이용 분석. 사회과학연구, 17, 1-13.(Chang, Hye Rhan (2003a). Use analysis of digital reference services in Korean public libraries. Journal of Social Sciences, 17, 1-13.)
  13. 장혜란 (2003b). 대학도서관의 디지털참고봉사 제공 및 이용 분석. 한국정보관리학회지, 20(4), 49-66. http://dx.doi.org/10.3743/KOSIM.2003.20.4.049(Chang, Hye Rhan (2003b). Analysis of digital reference services in Korean academic libraries. Journal of the Korean society for Information Management, 20(4), 49-66.)
  14. 장혜란 (2004). 디지털참고봉사의 이용 활성화 방안. 한국도서관․정보학회지, 35(4), 215-228.(Chang, Hye Rhan (2004). Digital reference service: Directions for promotion. Journal of Korean Library and Information Science Society, 35(4), 215-228.)
  15. 정경희 (2006). 국가기록원 인터넷 게시판 이용자의 정보이용행태 분석. 한국도서관․정보학회지, 37(1), 283-303.(Joung, Kyoung-Hee (2006). An analysis on the information seeking behaviour of users in the internet board of national archives and record service. Journal of Korean Library and Information Science Society, 37(1), 283-303.)
  16. 한국인터넷진흥원 (2013). 2013년 인터넷이용실태조사. 서울: 한국인터넷진흥원.(Korea Internet & Security Agency (2013). 2013 Internet use survey. Seoul: Korea Internet & Security Agency.)
  17. ALA, RUSA (2008, Jan. 14). Definitions of reference. Retrieved from http://www.ala.org/rusa/resources/guidelines/definitionsreference.
  18. Association of Research Libraries (2010). ARL statistics questionnaire, 2009-10 instructions for completing the questionnaire. Retrieved from http://www.libqual.org/documents/admin/10instruct.pdf.
  19. Bradford, J. T., Costello, B., & Lenholt. R. (2005). Reference service in the digital age: An analysis of sources used to answer reference questions. Journal of Academic Librarianship, 31(3), 263-272. https://doi.org/10.1016/j.acalib.2005.03.001
  20. Carter, D., & Janes, J. (2000). Unobtrusive data analysis of digital reference question and service at the Internet Public Library: An exploratory study. Library Trends, (49), 251-65.
  21. Chang, Hye Rhan (2007). Analysis of the digital reference services in Korean public libraries: A longitudinal study. Journal of the Korean Society for Information Management, 24(2), 105-122. https://doi.org/10.3743/KOSIM.2007.24.2.105
  22. Duff, W. M., & Johnson, C. A. (2001). A virtual expression of need: An analysis of e-mail reference questions. The American Archivist, 64(1), 43-60. https://doi.org/10.17723/aarc.64.1.q711461786663p33
  23. Garnsey, B. A., & Powell, R. R. (2000). Electronic mail reference services in the public library. Reference and User Services Quarterly, 39(3), 245-254.
  24. Grogan, D. (1992). Practical reference work. London: Clive Bingley.
  25. Gross, M. (1995). The imposed-query. RQ, 35(2), 236-243.
  26. Jahoda, G., & Braunagel, J. S. (1980). The librarian and reference queries: A systematic approach. New York: Academic Press.
  27. Katz, W. (1969). Introduction to reference work: Vol 2. Reference services. New York: McGraw-Hill.
  28. Lehnert, W. G. (1978). The process of question answering: A computer simulation of cognition. Hillsdale, NJ: Lawrence Erlbaum Accociates, Inc.
  29. Moeller, S. E. (2003). Ask-A-librarian: An analysis of an e-mail reference service at a large academic library. Internet Reference Services Quarterly, 8(3), 47-62.
  30. Numminen, P., & Vakkari, P. (2009). Question types in public libraries' digital reference service in Finland: Comparing 1999 and 2006. Journal of the American Society for Information Science and Technology, 60(6), 1249-1257. https://doi.org/10.1002/asi.21047
  31. Pomerantz, J. (2003). Question taxonomies for digital reference. Unpublished doctoral dissertation, Syracuse University. New York. USA.
  32. Radford, M. L. et al. (2011). "Are we getting warmer?": Query clarification in live chat virtual reference. Reference & User Services Quarterly, 50(3), 259-279. https://doi.org/10.5860/rusq.50n3.259
  33. Schwartz. J. (2003). Toward a typology of e-mail reference questions. Internet Reference Services Quarterly, 8(3), 1-16. https://doi.org/10.1300/J136v08n01_01
  34. Sears, J. (2001). Chat reference service: An analysis of one semester's data. Science and Technology Librarianship, 32, 200-206.
  35. Smyth, J. (2003). Virtual reference transcript analysis. Searcher, 11(3), 26-30.
  36. Warner, D. G. (2001). A new classification for reference statistics. Reference & User Services Quarterly, 41(1), 51-55.
  37. Westbrook. L. (2009). Unanswerable questions at the IPL: User expectations of e-mail reference. The Journal of Documentation, 65(3), 367-395. https://doi.org/10.1108/00220410910952393