{"id":5778,"date":"2025-01-08T19:48:24","date_gmt":"2025-01-08T19:48:24","guid":{"rendered":"https:\/\/campus.hesge.ch\/blog-master-is\/?p=5778"},"modified":"2025-01-08T19:48:25","modified_gmt":"2025-01-08T19:48:25","slug":"soutenir-les-publics-empeches-grace-aux-chatbots-et-a-lia-dans-les-services-dinformation","status":"publish","type":"post","link":"https:\/\/campus.hesge.ch\/blog-master-is\/soutenir-les-publics-empeches-grace-aux-chatbots-et-a-lia-dans-les-services-dinformation\/","title":{"rendered":"Soutenir les publics emp\u00each\u00e9s gr\u00e2ce aux chatbots et \u00e0 l\u2019IA dans les services d\u2019information"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"5778\" class=\"elementor elementor-5778\">\n\t\t\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8d1bf81 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8d1bf81\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-dc30eab\" data-id=\"dc30eab\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-bead644 elementor-widget elementor-widget-image\" data-id=\"bead644\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img fetchpriority=\"high\" decoding=\"async\" width=\"300\" height=\"212\" src=\"https:\/\/campus.hesge.ch\/blog-master-is\/wp-content\/uploads\/2025\/01\/chatbot_pixabay-300x212.jpg\" class=\"attachment-medium size-medium wp-image-5782\" alt=\"discussion avec un chatbot\" srcset=\"https:\/\/campus.hesge.ch\/blog-master-is\/wp-content\/uploads\/2025\/01\/chatbot_pixabay-300x212.jpg 300w, https:\/\/campus.hesge.ch\/blog-master-is\/wp-content\/uploads\/2025\/01\/chatbot_pixabay-1024x724.jpg 1024w, https:\/\/campus.hesge.ch\/blog-master-is\/wp-content\/uploads\/2025\/01\/chatbot_pixabay-768x543.jpg 768w, https:\/\/campus.hesge.ch\/blog-master-is\/wp-content\/uploads\/2025\/01\/chatbot_pixabay.jpg 1280w\" sizes=\"(max-width: 300px) 100vw, 300px\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">Image par Alexandra_Koch de Pixabay<\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-7864ea3 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"7864ea3\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-ecc93db\" data-id=\"ecc93db\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4c16668 elementor-widget elementor-widget-text-editor\" data-id=\"4c16668\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Dans un monde en constante \u00e9volution, les services d\u2019information se doivent de suivre le rythme et d\u2019adopter des technologies innovantes pour <strong>mieux servir leurs utilisateur-trices<\/strong>. Parmi ces innovations, les <strong>chatbots<\/strong> bas\u00e9s sur l\u2019intelligence artificielle (IA) offrent des solutions prometteuses, notamment pour soutenir les publics emp\u00each\u00e9s. Ces outils transforment la mani\u00e8re dont les services sont con\u00e7us, tout en rendant ces <strong>espaces plus inclusifs et accessibles<\/strong>.<\/p><p><em>Ce billet de blog revient sur le s\u00e9minaire pr\u00e9sent\u00e9 le 19 d\u00e9cembre 2024 sur la gestion des services d\u2019information (Abreu Teixeira et al. 2024).<\/em><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-ddd91a0 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"ddd91a0\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-519fee3\" data-id=\"519fee3\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-f172e6d elementor-widget elementor-widget-heading\" data-id=\"f172e6d\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><h2>Les services d\u2019information : des piliers modernes<span><\/span><\/h2><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-847a761 elementor-widget elementor-widget-text-editor\" data-id=\"847a761\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Les services d\u2019information sont d\u00e9finis comme des entit\u00e9s charg\u00e9es de r\u00e9pondre aux demandes, besoins et attentes d&#8217;un public d\u00e9fini (ADBS [2024?]). Cela inclut notamment la constitution de fonds documentaires ou encore des services de questions\/r\u00e9ponses tels que le service InterroGE, le service de r\u00e9f\u00e9rence des biblioth\u00e8ques de la Ville de Gen\u00e8ve (Ville de Gen\u00e8ve 2024).<\/p><p>Ces services s\u2019\u00e9tendent aujourd\u2019hui bien au-del\u00e0 des biblioth\u00e8ques pour inclure des espaces comme les mus\u00e9es, les centres sociaux, les offices du tourisme ou encore les hotlines en entreprise. Pourtant, ces avanc\u00e9es ne r\u00e9pondent pas toujours aux besoins des publics emp\u00each\u00e9s, tels que :<\/p><ol><li>Les personnes en situation de handicap physique ou sensoriel.<\/li><li>Les populations \u00e9loign\u00e9es g\u00e9ographiquement.<\/li><li>Les usager-\u00e8res ayant des contraintes linguistiques ou des troubles anxieux.<\/li><\/ol><p>Face \u00e0 ces d\u00e9fis, les chatbots apparaissent comme une solution adapt\u00e9e et flexible.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-8acc236 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"8acc236\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-947433d\" data-id=\"947433d\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-6f43ca7 elementor-widget elementor-widget-heading\" data-id=\"6f43ca7\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><h2>Qui sont les publics emp\u00each\u00e9s ?<span><\/span><\/h2><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-eac6414 elementor-widget elementor-widget-text-editor\" data-id=\"eac6414\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Les publics emp\u00each\u00e9s regroupent toutes les personnes rencontrant des difficult\u00e9s \u00e0 acc\u00e9der aux services classiques d\u2019information. Cette notion, introduite dans les ann\u00e9es 1980, incluait initialement les personnes ayant des handicaps physiques, sensoriels ou vivant des situations d&#8217;enfermement (prison, h\u00f4pital, maison de retraite). Aujourd&#8217;hui, elle s&#8217;est \u00e9largie pour inclure :<\/p><ul><li>Les \u00e9loignements socioculturels,<\/li><li>Les personnes ne percevant pas ces services comme leur \u00e9tant destin\u00e9s,<\/li><li>Les populations exclues des modes traditionnels d\u2019acc\u00e8s \u00e0 l\u2019information (Calmet 2004).<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-695b1d5 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"695b1d5\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-55c0e22\" data-id=\"55c0e22\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-11c2895 elementor-widget elementor-widget-heading\" data-id=\"11c2895\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><h2>Les chatbots au service des utilisateur-trices : une r\u00e9volution en marche<span><\/span><\/h2><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-16bd1f7 elementor-widget elementor-widget-text-editor\" data-id=\"16bd1f7\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Un chatbot est un assistant virtuel capable d\u2019interagir en langage naturel avec les utilisateur-trices. Dans le contexte des services d\u2019information, il remplit plusieurs r\u00f4les :<\/p><ol><li><strong>Assister les usager-\u00e8res<\/strong> : R\u00e9pondre \u00e0 des questions simples sur les horaires, les ressources ou les proc\u00e9dures d\u2019acc\u00e8s.<\/li><li><strong>Faciliter les recherches<\/strong> : Orienter les utilisateur-trices vers les bonnes ressources documentaires ou administratives.<\/li><li><strong>Garantir une disponibilit\u00e9 continue<\/strong> : Les chatbots fonctionnent 24h\/24, r\u00e9pondant \u00e0 une demande croissante de flexibilit\u00e9 (Nikki Medrano 2020).<\/li><\/ol><p>Gr\u00e2ce \u00e0 des technologies comme le traitement du langage naturel (NLP), ces outils comprennent et r\u00e9pondent de mani\u00e8re intuitive (Diouf, Marone 2023).<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-16e324c elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"16e324c\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-de76353\" data-id=\"de76353\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-38a49cc elementor-widget elementor-widget-wp-widget-media_video\" data-id=\"38a49cc\" data-element_type=\"widget\" data-widget_type=\"wp-widget-media_video.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<div style=\"width:100%;\" class=\"wp-video\"><!--[if lt IE 9]><script>document.createElement('video');<\/script><![endif]-->\n<video class=\"wp-video-shortcode\" id=\"video-5778-1\" preload=\"metadata\" controls=\"controls\"><source type=\"video\/youtube\" src=\"https:\/\/www.youtube.com\/watch?v=DKeqKBSunlk&#038;ab_channel=NikkiMedrano&#038;_=1\" \/><a href=\"https:\/\/www.youtube.com\/watch?v=DKeqKBSunlk&#038;ab_channel=NikkiMedrano\">https:\/\/www.youtube.com\/watch?v=DKeqKBSunlk&#038;ab_channel=NikkiMedrano<\/a><\/video><\/div>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-4d28ebc elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"4d28ebc\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-29c088b\" data-id=\"29c088b\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-4d45071 elementor-widget elementor-widget-heading\" data-id=\"4d45071\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><h2>Avantages pour les publics emp\u00each\u00e9s<span><\/span><\/h2><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-900cfb9 elementor-widget elementor-widget-text-editor\" data-id=\"900cfb9\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>En r\u00e9sum\u00e9, les avantages ci-dessous sont \u00e0 tirer des chatbots\u00a0:<\/p><ul><li><strong>Accessibilit\u00e9 et disponibilit\u00e9 accrue <\/strong>: Les utilisateur-trices peuvent acc\u00e9der aux services sans barri\u00e8res physiques, g\u00e9ographiques ou temporelles.<\/li><li><strong>Facilit\u00e9 d\u2019utilisation <\/strong>: Les chatbots permettent une interaction rapide et intuitive, id\u00e9ale pour les personnes peu \u00e0 l\u2019aise avec des interfaces complexes, notamment gr\u00e2ce au langage naturel.<\/li><li><strong>Personnalisation des r\u00e9ponses<\/strong> : Les outils d\u2019IA adaptent les informations fournies en fonction des besoins individuels.<\/li><li><strong>R\u00e9duction des obstacles \u00e9motionnels<\/strong> : Pour les usager-\u00e8res anxieux-se, interagir avec un chatbot peut \u00eatre moins intimidant que de demander de l\u2019aide \u00e0 une personne.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t<div class=\"elementor-column elementor-col-50 elementor-top-column elementor-element elementor-element-bee8b72\" data-id=\"bee8b72\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-2a42823 elementor-widget elementor-widget-heading\" data-id=\"2a42823\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><h2>Recommandations pratiques<span><\/span><\/h2><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-2114a98 elementor-widget elementor-widget-text-editor\" data-id=\"2114a98\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Pour int\u00e9grer un chatbot avec succ\u00e8s dans un service d\u2019information :<\/p><ul><li><strong>Adapter le contenu<\/strong> : Tenir compte des sp\u00e9cificit\u00e9s culturelles et linguistiques et \u00e9viter le jargon professionnel.<\/li><li><strong>Tester et am\u00e9liorer<\/strong> : R\u00e9colter r\u00e9guli\u00e8rement les retours des utilisateur-trices.<\/li><li><strong>Collaborer avec les usager-\u00e8res<\/strong> : Mettre en place des groupes de travail pour \u00e9changer et r\u00e9pondre au mieux \u00e0 leurs attentes.<\/li><\/ul>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-a676e7d elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"a676e7d\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-b9f5b48\" data-id=\"b9f5b48\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-9047e99 elementor-widget elementor-widget-heading\" data-id=\"9047e99\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><h2><span>Vers une accessibilit\u00e9 \u00e9largie et des services inclusifs<\/span><span><\/span><\/h2><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-3f1af49 elementor-widget elementor-widget-text-editor\" data-id=\"3f1af49\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>Les services d&#8217;information, en incluant des outils comme les chatbots, r\u00e9affirment leur<strong> r\u00f4le d&#8217;acteurs sociaux majeurs<\/strong>. Ces technologies permettent de rendre les services accessibles \u00e0 toutes et tous, et cela, en favorisant l&#8217;autonomie des usager-\u00e8res et en \u00e9largissant leur impact soci\u00e9tal.<\/p><p>En explorant les possibilit\u00e9s offertes par l\u2019IA, les gestionnaires de services d\u2019information contribuent \u00e0 une plus grande \u00e9quit\u00e9 et \u00e0 la r\u00e9duction des barri\u00e8res d\u2019acc\u00e8s. Cependant, cela n\u00e9cessite aussi de relever des d\u00e9fis techniques, \u00e9thiques et organisationnels.<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-77821bc elementor-widget elementor-widget-image\" data-id=\"77821bc\" data-element_type=\"widget\" data-widget_type=\"image.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t\t\t\t<figure class=\"wp-caption\">\n\t\t\t\t\t\t\t\t\t\t<img decoding=\"async\" width=\"1024\" height=\"512\" src=\"https:\/\/campus.hesge.ch\/blog-master-is\/wp-content\/uploads\/2025\/01\/inclusion-7197545_1280-1024x512.png\" class=\"attachment-large size-large wp-image-5816\" alt=\"\" srcset=\"https:\/\/campus.hesge.ch\/blog-master-is\/wp-content\/uploads\/2025\/01\/inclusion-7197545_1280-1024x512.png 1024w, https:\/\/campus.hesge.ch\/blog-master-is\/wp-content\/uploads\/2025\/01\/inclusion-7197545_1280-300x150.png 300w, https:\/\/campus.hesge.ch\/blog-master-is\/wp-content\/uploads\/2025\/01\/inclusion-7197545_1280-768x384.png 768w, https:\/\/campus.hesge.ch\/blog-master-is\/wp-content\/uploads\/2025\/01\/inclusion-7197545_1280.png 1280w\" sizes=\"(max-width: 1024px) 100vw, 1024px\" \/>\t\t\t\t\t\t\t\t\t\t\t<figcaption class=\"widget-image-caption wp-caption-text\">Image par <a href=\"https:\/\/pixabay.com\/fr\/users\/geralt-9301\/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=image&amp;utm_content=7197545\">Gerd Altmann<\/a> de <a href=\"https:\/\/pixabay.com\/fr\/\/?utm_source=link-attribution&amp;utm_medium=referral&amp;utm_campaign=image&amp;utm_content=7197545\">Pixabay<\/a><\/figcaption>\n\t\t\t\t\t\t\t\t\t\t<\/figure>\n\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-6ceecdb elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"6ceecdb\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-98b74ba\" data-id=\"98b74ba\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-36cedd6 elementor-widget elementor-widget-heading\" data-id=\"36cedd6\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><h2>Points d\u2019attention<span><\/span><\/h2><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-744d5ab elementor-widget elementor-widget-text-editor\" data-id=\"744d5ab\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>En effet, les chatbots apportent une automatisation des r\u00e9ponses g\u00e9n\u00e9riques tr\u00e8s appr\u00e9ci\u00e9es. N\u00e9anmoins, l\u2019automatisation gr\u00e2ce \u00e0 l\u2019IA implique la n\u00e9cessit\u00e9 de prendre en compte les <strong>biais<\/strong> et les possibles <strong>discriminations<\/strong> r\u00e9sultants du corpus sur lequel se base l\u2019outil (Diouf, Marone 2023).<\/p><p><strong>Et vous ? Quelles solutions imaginez-vous pour am\u00e9liorer l&#8217;inclusivit\u00e9 dans les services d&#8217;information ? <\/strong><\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<section class=\"elementor-section elementor-top-section elementor-element elementor-element-fa963d8 elementor-section-boxed elementor-section-height-default elementor-section-height-default\" data-id=\"fa963d8\" data-element_type=\"section\">\n\t\t\t\t\t\t<div class=\"elementor-container elementor-column-gap-default\">\n\t\t\t\t\t<div class=\"elementor-column elementor-col-100 elementor-top-column elementor-element elementor-element-820abf3\" data-id=\"820abf3\" data-element_type=\"column\">\n\t\t\t<div class=\"elementor-widget-wrap elementor-element-populated\">\n\t\t\t\t\t\t<div class=\"elementor-element elementor-element-83198af elementor-widget elementor-widget-heading\" data-id=\"83198af\" data-element_type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t<h2 class=\"elementor-heading-title elementor-size-default\"><h2>Bibliographie<span><\/span><\/h2><\/h2>\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-35d7203 elementor-widget elementor-widget-text-editor\" data-id=\"35d7203\" data-element_type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t<div class=\"elementor-widget-container\">\n\t\t\t\t\t\t\t<p>ABREU TEIXEIRA, Raquel et al., 2024. <em>Gestion des services d\u2019information<\/em>. 19 d\u00e9cembre 2024.<\/p><p>ADBS, [2024?]. Glossaire. <em>ADBS<\/em> [en\u00a0ligne]. [2024?]. Disponible \u00e0 l\u2019adresse\u00a0: <a href=\"https:\/\/adbs.fr\/publications\/glossaire\">https:\/\/adbs.fr\/publications\/glossaire<\/a> [consult\u00e9 le 2\u00a0janvier\u00a02025].<\/p><p>CALMET, Marie, 2004. <em>M\u00e9diath\u00e8que, publics emp\u00each\u00e9s, publics \u00e9loign\u00e9s\u202f: les enjeux d\u2019un projet de service sp\u00e9cifique<\/em>. M\u00e9moire d\u2019\u00e9tude DCB. Villeurbanne : Enssib. Disponible \u00e0 l\u2019adresse\u00a0: <a href=\"https:\/\/www.enssib.fr\/bibliotheque-numerique\/documents\/845-mediatheque-publics-empeches-publics-eloignes.pdf\">https:\/\/www.enssib.fr\/bibliotheque-numerique\/documents\/845-mediatheque-publics-empeches-publics-eloignes.pdf<\/a> [consult\u00e9 le 2\u00a0janvier\u00a02025].\u00a0<\/p><p>DIOUF, Fran\u00e7ois Malick et MARONE, Reine marie Ndela, 2023. Conception d\u2019un \u00ab\u202fchatbot\u202f\u00bb pour soutenir les services d\u2019information dans les biblioth\u00e8ques universitaires. <em>Journal of Information Sciences<\/em>. Vol.\u00a022, no\u00a02, pp.\u00a01\u201125. DOI\u00a0<a href=\"https:\/\/revues.imist.ma\/index.php\/JIS\/article\/view\/41192\">10.34874\/IMIST.PRSM\/jis-v22i2.41192<\/a>.<\/p><p>NIKKI MEDRANO, 2020. <em>Chatbots in the Library<\/em> [en\u00a0ligne]. Nikki Medrano, 18\u00a0d\u00e9cembre\u00a02020. Disponible \u00e0 l\u2019adresse\u00a0: <a href=\"https:\/\/www.youtube.com\/watch?v=DKeqKBSunlk\">https:\/\/www.youtube.com\/watch?v=DKeqKBSunlk<\/a> [consult\u00e9 le 2\u00a0janvier\u00a02025].<\/p><p>VILLE DE GEN\u00c8VE, 2024. Interroge: service de r\u00e9f\u00e9rence des biblioth\u00e8ques de la Ville de Gen\u00e8ve. <em>Ville de Gen\u00e8ve<\/em> [en\u00a0ligne]. 17\u00a0f\u00e9vrier\u00a02024. Disponible \u00e0 l\u2019adresse\u00a0: <a href=\"https:\/\/www.geneve.ch\/themes\/culture\/bibliotheques\/interroge\">https:\/\/www.geneve.ch\/themes\/culture\/bibliotheques\/interroge<\/a> [consult\u00e9 le 2\u00a0janvier\u00a02025].<\/p>\t\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t<\/section>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Dans un monde en constante \u00e9volution, les services d\u2019information adoptent des technologies innovantes pour mieux servir leurs utilisateur-trices. Parmi ces innovations, les chatbots bas\u00e9s sur l\u2019intelligence artificielle (IA) offrent des solutions prometteuses, notamment pour soutenir les publics emp\u00each\u00e9s. Ces outils transforment la mani\u00e8re dont les services sont con\u00e7us, tout en rendant ces espaces plus inclusifs et accessibles. Ce billet de blog revient sur le s\u00e9minaire pr\u00e9sent\u00e9 le 19 d\u00e9cembre 2024 sur la gestion des services d\u2019information (Abreu Teixeira et al. 2024).<\/p>\n","protected":false},"author":148,"featured_media":5782,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[21],"tags":[82,240,65,433],"class_list":["post-5778","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-gestion-des-services-dinformation","tag-artificial-intelligence","tag-chatbot","tag-gestion-des-services-dinformation","tag-publics-empeches"],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v23.5 - https:\/\/yoast.com\/wordpress\/plugins\/seo\/ -->\n<title>Soutenir les publics emp\u00each\u00e9s gr\u00e2ce aux chatbots et \u00e0 l\u2019IA dans les services d\u2019information - Recherche d&#039;Id\u00e9eS<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/campus.hesge.ch\/blog-master-is\/soutenir-les-publics-empeches-grace-aux-chatbots-et-a-lia-dans-les-services-dinformation\/\" \/>\n<meta property=\"og:locale\" content=\"fr_FR\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Soutenir les publics emp\u00each\u00e9s gr\u00e2ce aux chatbots et \u00e0 l\u2019IA dans les services d\u2019information - Recherche d&#039;Id\u00e9eS\" \/>\n<meta property=\"og:description\" content=\"Dans un monde en constante \u00e9volution, les services d\u2019information adoptent des technologies innovantes pour mieux servir leurs utilisateur-trices. 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