自媒体时代图书馆读者抱怨特点及处理流程化探讨  

Discussion on the Characteristics and Process Flow of the Library Reader's Complaint in the Self-Media Era

作　　者：毛天宇[1] 

机构地区：[1]中国科学院文献情报中心,北京100190

出　　处：《图书馆建设》2015年第9期70-73,77,共5页Library Development

摘　　要：自媒体时代图书馆读者抱怨具有新的特点:抱怨欲望更加强烈,抱怨渠道丰富多元,抱怨内容自由纷呈,抱怨影响波及更广。面对这些新的特点与变化,图书馆读者抱怨处理流程化具有重要的现实意义。基于自媒体的视角,图书馆需要形成抱怨处理的规范化流程:抱怨激励、抱怨受理、抱怨处理、抱怨评价、抱怨反馈。In self-media era, library reader＇s complaint shows some new characteristics：the desire of complaint is stronger, the channels of complaint are culturally diverse, the content of complaint is very different, and the influence of complaint is wider. Facing with these new features and changes, the process flow of the library reader＇s complaint has important practical significance. From the perspective of self-media, the library needs to form the standardized process of complaint process： complain about the motivation, the acceptance, the process, the evaluation and the feedback.

关 键 词：自媒体 图书馆 读者抱怨 处理流程化 

分 类 号：G251[文化科学—图书馆学]