图书馆研究

图书馆研究 ›› 2019, Vol. 49 ›› Issue (5): 104-108.doi: 10.3969/j.issn.2095-5197(2019)05-0104-05

• 用户与教育 • 上一篇    下一篇

读者意见与需求实证分析及应对措施

段 峰1   

  1. 1.山东大学图书馆，山东 济南 250100；2.山东大学(青岛)图书馆，山东 青岛 266237；3.山东大学儒学高等研究院，山东 济南 25010
  • 收稿日期:2019-05-22 出版日期:2020-01-16 发布日期:2020-01-16
  • 作者简介:段峰(1978-)，男，工程师，本科，硕士学位，研究方向：信息资源建设与读者服务；袁飞(1982-)，女，助理馆员，本科，研究方向：读者服务；杨锦先(1963-)，女，副研究馆员，硕士研究生，研究方向：图书馆管理，古籍数据库建设。

Empirical Analysis and Response Measures of Readers' Opinions and Needs

DUAN Feng1   

  1. 1.Shandong University Library, Jinan, 250100, China; 2.Shandong University, Qingdao, Library, Qingdao,266237, China;3.Shandong University Advanced Institute of Confucian Studies, Jinan, 250100, China
  • Received:2019-05-22 Online:2020-01-16 Published:2020-01-16

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摘要： 读者是推动图书馆进步的重要因素，与读者沟通是图书馆有针对性地改革业务与管理，提升服务能力的永恒渠道。通过梳理近两年的读者来信，针对意见和建议集中的空间服务、文献保障、规章制度、技术服务四方面问题，分析了不同读者的诉求类型与成因、读者行为心理，阐释了基于管理主体的图书馆权力的认知、读者权力的尊重、文献资源与空间资源建设的平衡、图书馆发展的协调性的应对措施。

关键词: 读者意见；读者需求分析；读者服务

Abstract: Readers are the important factor in promoting service of the library. Communicating with readers is the eternal channel for the library to reform its business and management, and improve its service capabilities. This paper sortes out the letters of readers in the past two years, and the types of appeals, the causes of different readers, and the psychology of readers' behaviors are analyzed, focusing on the space service, document guarantee, rules and regulations, and technical services in the opinions and suggestions. In addition, the cognition of library power bases on management subject, the respect of readers' power, the balance of document resources and space resources construction, and the coordinated measures of library development are clarified.

Key words: curator's mailbox; principal's mailbox; reader opinion; reader complaint; reader service

中图分类号: 

  • G252