OXsTLIUE C H A T
NHO'NG L O I I C H CHO BAN DOC VA THU" VIEN ^
ThS. Le Ba Lam PGD Trung tam TT-TV, DHQGHN
Tdm tat:
Djch vu hS trd ban dgc trut tuyen qua online chat hien dang dWdc cac ttiW viin (TV) ip dung rdng rai vi hiiu qua do hinh tiiut phuc vu nay mang l^i. Bai viet gidi thiiu ve online chat, phan tich nhutig ldi i<±
cua online chat d6i vdi ban dgc cung nhw TV vi niu mgt so khd khSn khi trien khai online chat. Tif do, tic gii dwa ra mgt sSdi xuat triin khai dieh vu online chat didjch vu nay ngay cang cd chat iWdng va dWde mdrdng ra nhieu TV.
W Mioa: ThU vien, djch vy thU vien, trd chuyin tryt tuyin.
Abstract:
Currently, online user-supporting service via online chat is being widely used by libraries due to effec- tiveness of the service. The article introduces online chat, analyses benefits of online chat to users and libraries as well as outiines some difficulties in implementing the online chat service. From that point, the author offers some suggestions to implement tiie online chat ser/iee more quality as well as to expand the service to more libraries.
Keywords: Library, library service, online chat.
M d ^ u
Djch vy ho trd ban dpc trUe tuyen qua online chat hiln dang dUdc cac TV ap dung rdng rai va hieu qua do hinh thu'e phuc vy nay mang lai cho thay xu the phat trien tat yeu ciia eac san pham va dich vu thdng tin - thU vien (TTTV) trong giai doan cdng nghe thdng tin va truyen thdng phat trien manh me. Da den luc ben canh cac hinh thirc djch vu TTTV truyen thdng, hinh thiTc phyc vy dien tir can dUde nghien cirtj, quan tam va day manh. Bai viet neu nhiJng cdng ey phuc vu online chat dang dUdc cac cd quan TTTV sir dyng pho bien hiln nay, phan tich nhiing Ipi ieh cua nd ddi vdi ban doc cung nhU TV va niu mdt so khd khan cua nhiing thii thU trUc tuyen gap phai. Cac de xuat va kien nghi d l ' djch vy nay ngay cang cd chat IUdng va dUde md rdng ra nhieu TV.
1 . Gidi thieu online chat
Online chat (trd chuyen true tuyen) hieu ddn
gian la "hanh ddng trao doi thdng tin giu^ hai ngUdi hoac nhdm ngUdi, tir may tinh den may tinh ciing luc, qua mang (LAN, WAN, Internet) bSng ban phim hdn la bang t h i l t bi chuyen am".
He thdng online chat dau tien dUde bllt den la Talkomatic, dUde xay dyng bcfi Doug Brown va David R. Woolley vao nam 1973 tren he thdng mang may tinh tai Dai hpe Illinois, My. Talkomatic cung cap mdt sd kinh chat, moi kinh cho phep 5 ngUdi CLing trao doi vdi nhau va nhOng doan van ban do ngUdi chat nhap vao ciing xuat hien t r i n man hinh ciia tat ea moi ngUdl trong nhdm.
NhQng nam sau dd Talkomatic da rat pho bien d My va xuat hiln them mdt philn ban Talkomatic tren web.
Tir nam 1980, d|eh vu online ehat chuyen nghiep dUdc sir dung rdng rai d Columbus Ohio, My la CompuServe Simulator do Alexander Trevor thiet lap [3, 4].
Tap chi THI/VIEN VIET NAM 1(51) 29
ciing vdi sU phat trien manh me ciia Internet va cdng nghe web, cae cdng ey chat lan lUdt ra ddi nhu Yahoo, Sky, Subiz, Zopim.. va cd thdi dil'm Yahoo Messenger trd thanh trao lUu giao tiep trong gidi tre va xa hdi. Nhuhg tinh nang va tiln ieh online chat mang lai da dUdc cac trang web, cac cdng ty, ngUdi ban hang sir dung lam cdng cu giao tiip chinh tren mang vdi khach hang va tjieo Cdng t y t u van Andersen, gan 60% ngUdi dung online ndi rang hp se mua nhieu hang hoa hdn neu diidc ho trd tnJc tuyen.
Ddi vdi cac TV, khach hang chinh la ban dpc va vile ho trd ban dgc tn/e tuyen qua eac hinh thiTc nhu diln thoai, email, tra Idi tU ddng theo ngan hang cau hdi, online chat., dae biet la pnline chat thi mdt vai nam trd lai day dang dddc nhieu TV ap dung, trien khai nham nang eao chat IUdng phyc vy, da dang hoa cac dich vu TV, khSng djnh thUdng hieu de dap ung nhu cau ciia ban dgc trong giai doan cdng nghe dddc ap dung triet de trong mgi ITnh vUe.
2. Cac uTng dung online chat Cd nhilu cdng cu mien phi va tra phi de cac TV ly^ chpn phuc vy cho edng tae ho trd ban doe true tuyin qua online chat. Moi cdng cu d i u cd nhiJng diem manh, diem yeu khae nhau va bang dudi day se lilt k l , phan tich 3 cdng cu ho trd ca mien phi va tra phi dang dddc sii dung nhieu hien nay la Yahoo, Subiz va Zopim.
1 Yahoo 1 Subiz j z o p i m CHAT
Chat v6i khach Chat v6i n h i l u kh^ch ciJng liic TU dgng mdi chat Oe lai tin nhSn khi dich vy khong trUc tuyen Ban doc phai cai dat Ung dung tren may
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THONG T I N CUA KHACH TRUY CAP V] tri dja ly khach
Lich sir nhCTng trang da truy cap Trang dang truy cap
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Ho ten/ email/ ohgne Lull trO thong tin khach hang/ ljch SLT chat
Biet khach hanq quay lai web
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OUAN TRI
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Theg doi nhOnq cuoc trg chuyan Theo doi lUu iUdng truy cap trang web Nhat ky chat
Thong ke, bao cao phuc vu quan ly, lanh dao
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Qua bang tren de dang nhan thay rSng de phyc vy tdt nhat eho djch vu trUe tuyen eiia TV thi lua chpn Subiz hoac Zopim chat la hdp ly, mac du hai img dyng nay phai tra phi thi mdi sir dung dUdc h i t nhiJng ti'nh nang ciia nd. Vdi nhOng ddn VI nhd, tan suat tra ldi it van ed the sir dyng ban mien phi va diing thir, tuy nhiln, cir sau 01 thang phai dang ky lai va trong moi philn chat chi thi/c hien dUdc vdi 01 ngUdi.
Mdt van de nti'a de tang tinh thuylt phyc cho lUa chpn Subiz hoac Zopim la ban doc khdng can eai dat chUdng trinh chat t r i n may ca nhan ma van cd the trd chuyin dUdc vdi thii thU trUc bjyln ciia TV.
Tlw^UtttSudi;
• • > * •
J
D N L I I B ^ OFfUBtQ
Hinh Anh mnh hoa djch m aja 02 JV Bai hpc Quoc gia (DHOG) va B^i hoc Cong nghiep Tp. Ho Chi Minh va Zopim v
Yahoo Messenger chat
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3. Ket qua ban dau cua djch v^ Online Chat
Tai D H Q G Ha Ndi: ThUc tien trien khai djch vu ho trd ban dpc trUc tuyin qua online ehat tai Trung tam TTTV, DHQG Ha Ndi (Trung tam) cho thay, tir thang 3/2014, sau khi dUa trang web mdi vao sir dyng, Trung tam da sir dung edng cu Zopim chat va qua 5 thang ap dyng sd IUdng ban dgc dddc ho trd online tang dan theo thdi gian va tSng nhieu so vdi ho trd offline (trUc tiep tai ban thii thU) [2].
\ Hinh thut
Thdi giaiTS.
Thang 3/2014 Thang 4/2014 Thang 5/2014 Tliang 6/2014 Thang 7/2014
Ho trd offline (T?i ban thu
thtO Trong gid 64 60 45 50 12
Ho trd online chat (Qua m^ng may tinh) Trong
gid
30 32 28 36 14
Ngoai gid
148 154 277 419 178
Tflng
178 186 305 455 192
Nhan xet
Hdn offline Tang 4,5%
T3ng 64,0%
Tang 49,0%
Dg nghi he Sd IUdng Idn ban dpc thude DHQG Ha Ndi can ho trd edn cho thay mpt van de la kien thu'e, ky nang sir dyng, khai thae san pham va dieh vy TTTV ma sinh vien dUdc trang bl tai eac Idp hudng dan sir dung TV dau nam hpc la chUa du de sir dung TV truyen thdng, chir ehUa ndi den kha nang khai thae cac cd sd du" lieu (CSDL) trUe tuyen hoac TV sd ciia Trung tam. Ngoai ra, nhieu eau hdi ngoai gid hanh chinh so vdi trang gid ciing cho thay nhu cau sir dyng TV ngoai gid, tai nha, truy cap tir xa de Trung tam cd ke hoach dieu chinh thdi gian online chat hdp ly.
Vi du ve mdt sd cau hdi thudng gap khi trien khai dich vy online chat:
- Sao tdi khdng doi dUde mat khau dang nhap TV so?
- Tdi can khai thae CSDL dien tU tai nha thi can nhiing thao tac g i '
- Tdi khdng thudc DHQG Ha Ndi, lam sao de tdi ed the sir dung TV ciia ban?
- Tdi dUPc mUdn bao nhilu tai lieu va mUdn trong bao lau?
- Tdi khdng the tai tai lieu ve khi da tim thay nd t r i n mang TV cua ban?
- Tdi can dich vu sao chep luan an, luan van
- Tdi mudn nop luan van/ luan an thi den phdng nao''
- Tai lieu tdi mUdn da qua han hay ehUa?
- Sao TV lai cung cap tdm tat luan van ciia tdi t r i n mang..
vdi nhiJng eau hdi nhU vay, Trung tam can cii' de xay dUng bg cau hdi thUdng gap va hoan thien cac thdng tin tra ldi sSn, chinh sii^ cae hudng dan tren trang web va lUu y den ea nhimg van d l cung cap cae tai lieu sd, van d l ban quyin tac gia...
4. Ltfi ich cua djch vu online chat cho ban dpc va thu* vien
Qua thUc tien trien khai tai eac ddn vi cd the rut ra nhijng ldi ich do dieh vy ho trd ban dgc trUe tuyin online ehat mang lai so vdi cac hinh thu'e khac nhu sau:
4.1 Doi vdi b^n dgc
Trd giup thdi gian thUc mgi luc, mpl ndi (nhan tin offline neu khdng online);
- DUdc giai dap ngay;
- Cho phep an danh;
- TUdng t u nhu tham khao trUc tiep;
- NhQng ban dpc cd van de v l ngoai hinh, khdng tiln trong dl lai;
- HUu ich eho ban dpc cd van de v l nghe, ndi;
- NhQng ngUdi ma ngdn ngu' giao tiep la ngdn ngff thiT hai, vf dy: sinh vien Han Qudc chat vdi ngudi lam TV Viet Nam bang tieng Anh;
- Ban doc ua thich edng nghe, sU dyng dien thoai thdng minh, may ti'nh bang.
Tap chi THlT V I | N V I | T NAM 1(51) 31
4.2 DOI vdi thu thu'
- Nang cao ky nang giao tiep qua mang;
- Tiip can cdng nghe cao;
- Loai bd eac van de nghe nham;
- Nang eao chuyen mdn, nghiep vy qua cac cau hdi;
- Lull cac phien chat de tham Idiao lan sau;
- Cd dKu kiln tiep xuc vdi nhDng cau hdi Idid eiia chuyen gia.
4.3 Doi vdi thu" vien
- Phyc vy dUdc mgi ddi tupng ban dpe trong va ngoai ddn vj;
- Nang cao nhan thiTc v l TV trong cdng dong ngUdl diing tin;
- Them mpt kenh marketing cho TV, dUa TV gan hdn vdi ban doc;
- Hieu qua phuc vu eao, ehl phi thap;
- Nam bat nhu rau thdng tin qua lieh sir ehat va cac thdng ke, bao cap;
- Hoan thien eac dich vy va tang ngudn thu qua djch vu;
- Van thUe hien dUdc nhiem vu khi cd cac he dao tao tir xa;
- Khang dinh thUdng hieu TV.
5. Mpt so kho khan khi trien khai online chat
Trong mdt sd trUdng hdp, khi sd IUdng idn ban dpc ciing tham gia chat va tiiii thu trUe tuyen it dan tdi xay ra trUdng hdp ban dpc phai "xep hang" chd tra ldi va thu thU cd the phai dpc lai nhung ndi dung da trao doi de tra ldi cau hdi tiep theo cho chinh xac, dung ddi tUdng, nen cd nhung ban dpc khdng dii kiln nhin phai chd lau.
Zopim chat chua cd chu'c nang nhan dien email nen neu ban dpc Wiai email khdng dung van cd the ehat vdi thii thu nhung ndi dung ngoai y mudn hoac nhan tin luc offline se khdng the tra ldi ban dpc qua email. Bp phan phye vy trUe tuyen can dUdc dao tao bai ban, hieu biet sau ve
TV, cdng nghi va kho tai nguyen thdng tin di co th^ tra ldi ngay lap tiic, trong khi ehUdng trinh dao tao cua cac ddn vi chua dUdc cap nh^t thudng xuyln. Vile ti-i hoan cau tra ldi hoac ky nSng tir chdi tra Idi khdng phu hdp ciJng de lai an tUdng khdng tdt vdi ban dgc.
Ngoai ra, khi giao tiep dang chat types, ca hai bin se khd bilt dUdc ddi tUdng giao tiep d dd tuoi nao d l ' cd each xung hd eho phu hpp. Trong khi dd, neu la chat voice hoac tra Idi qua dien tho^i cd the phan nao doan dUdc thdng qua gigng noi.
Mdt han che khac la thu thU khdng bilt dUdc thai dd, cir chi eua ban dpc nhU khi tiep xiic trUc tiep.
Kha nang danh may cung cd the gay khd khSn cho mdt sd ngudi sir dyng djch vy. TTieo danh gia ehung thi each ho trd nay mat nhieu ttidi gian hdn so vdi ho trd qua dien thoai hoac ehat voice (trung binh mat khoang 5-7 phut cho moi cau hoi va tra Idi) do 2 ben phai ehd nhau danh may.
Cach thirc dat cau hdi va thai do giao tiip ciia ban dpc tae ddng true tiep den tam ly eiia vien chii'c khi tra Idi, nen ddi hdi thu thU phai cd ddc tinh nhan nai, kien tri, tam ly on dinh trong suot thdi gian phuc vy. Viee deo tai nghe thUdng xuyen cung anh hudng den sire khoe eiia thii thU.
6. Mot so de x u a t t r i e n khai djch vu online chat
De trien khai hieu qua hinh thii'c djch vu nay, cac TV can thue hiln:
- Ban hanh eac quy dmh, van ban ve hudng d i n tra ldi true tuyen, ky nang xd ly mpt sd tinii hudng cy the.
- Xay dung ngan hang cau hdi thudng gap de giam thieu phai tra ldi nhung van de lap dl lap lai.
- Thii thu online chat cd the dUde eoi la ngUdi phat ngdn ciia TV nin can trang bj day dii kien thirc chuyen mdn, ky nang mem, ky nang tiep nhan y i u cau, tra Idi, tir chdi, sir dyng tdt cdng nghe, kha nang danh may nhanh va ngoai ngif.
- LUa ehpn dUdc phan mem khdng cho phep hien thj nhung tir, cum tir thilu van hoa, thd tuc.
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