基于用户研究的图书馆服务监测体系  

The Library Services Monitoring System Based on Users Study

作　　者：张满年[1] 曾建勋[1] 

机构地区：[1]中国科学技术信息研究所,北京100038

出　　处：《情报学报》2008年第5期727-732,共6页Journal of the China Society for Scientific and Technical Information

摘　　要：文章通过分析数字环境下图书馆用户行为的变化，用户个性化、知识化需求及其对科研环境的适应性，加深了建设基于用户研究的图书馆服务监测体系的迫切性。文章分析了图书馆服务监测体系的主要建设内容，作者认为需要建立用户资源管理系统、制订用户需求定期调查分析报告制度、建立用户价值分析和流失预警机制、定位核心用户，实施VIP服务，对用户进行实时跟踪服务和回访，构建用户宣传渠道和用户参与机制，最后，文章结合实际从服务理念、业务组织流程、标准化管理和服务绩效评估四个方面提出了实施基于用户研究的图书馆服务监测体系的具体对策建议。By analysing the library nsers＇ behavior changes, personalized and knowledge need, and their adaptabihty of scientific research environment in the digital environment, the article deepens the urgency of construction of library services monitoring system based on user research. The article analyses the construction item of the library services monitoring system, the author thought it＇s necessary to create a user resource management system, establish the analysis report system based on regular survey of users＇ need, build the users＇ value analysis and users＇ loss early-warning mechanism, aim the core users, operate VIP service, provide user real-time tracking service and feedback visit, construct user propaganda platform and user participation system. In the end, according to the actual situation, the article proposes some specific measures from service concept, business organization process, standardized management and service performance evaluation for the operation of the library services monitoring system based on user research.

关 键 词：用户研究 信息服务模式 图书馆评估 

分 类 号：G252[文化科学—图书馆学] G255.2