六何分析法在读者满意度评价中的应用研究  

Research on the Application of Five Ws and One H in the Evaluation of the Reader Satisfaction Degree

作　　者：罗铮[1] 豆洪青[2] 肖蓉[1] 

机构地区：[1]嘉兴职业技术学院,图书馆浙江嘉兴314036 [2]宁波大学图书馆,浙江宁波315211

出　　处：《图书馆建设》2013年第12期41-45,共5页Library Development

摘　　要：嘉兴职业技术学院图书馆将"六何分析法"(5W1H)管理思想应用于图书馆"学生满意窗口"的创建工作中,并在读者满意度方面收到了一定的成效,同时也发现其存在以下问题:满意度测评占分较高,图书馆很难随时把握读者需求;图书馆员工较少,要面面俱到比较困难;"读者至上"与"馆员至上"有时容易冲突。嘉兴职业技术学院图书馆应采取以下策略进行改进:规范管理制度,建立用户需求反馈机制;构建绩效管理机制,充分发挥员工优势;保障员工权益,关怀员工成长等。Jiaxing Vocational Technical College Library uses the management idea of ＂Five Ws and one H＂ （5 W1 H） in the creation work of ＂student satisfaction windows＂, and receives certain effects in the reader satisfaction degree, and also finds following problems： the satisfaction degree evaluation accounts for higher marks, it is difficult to grasp the demand of readers for libraries at anytime; the library staff are so few that it is difficult to cover everything; ＂Readers First＂ and ＂Librarians First＂ are sometimes easy to conflict. Jiaxing Vocation Technical College Library should adopt following strategies to improve： standardizing the management system, establishing the user demand feedback mechanism; constructing the performance management mechanism, taking full advantages of the staff; protecting employees＇ rights, and caring growths of the staff.

关 键 词：六何分析法 读者满意度 学生满意窗口 

分 类 号：G250.13[文化科学—图书馆学]