期刊名称：Journal of Information, Information Technology, and Organizations
印刷版ISSN：1557-1319
电子版ISSN：1557-1327
出版年度：2009
卷号：04
出版社：Informing Science Institute
摘要：This study investigated the use of the knowledge base of QuestionPoint as a knowledge management
tool capable of improving reference services in academic libraries. The research addressed
the problem that reference librarians continually provide ineffective service to patrons. Because
of the expansive exposure to resources, it is often difficult for any individual librarian to accurately
recall the best resource or answer for any specific question. While individual librarians may
not recall specific information, when they collaborate with their colleagues and share their collective
knowledge there is usually an improvement in the quality of service they provide. It would
benefit librarians therefore, if they used a knowledge management tool that could capture and
store their communal knowledge for future use. This study explored the librarians’ perceptions of
the benefits and problems of using the Knowledge Base of QuestionPoint and its impact of on
reducing response time and duplication. The study revealed that the reference librarians did not
generally use the Knowledge Base, and that there was duplication of effort and no reduction in
response time.
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