读者意见与需求实证分析及应对措施  

Empirical Analysis and Response Measures of Readers’ Opinions and Needs

作　　者：段峰[1] 袁飞[2] 杨锦先 DUAN Feng;YUAN Fei;YANG Jin-xian(Shandong University Library, Jinan, 250100, China;Shandong University, Qingdao, Library, Qingdao, 266237, China;Shandong University Advanced Institute of Confucian Studies, Jinan, 250100, China)

机构地区：[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250100

出　　处：《图书馆研究》2019年第5期104-108,共5页Library Research

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。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.

关 键 词：读者意见 读者需求分析 读者服务 

分 类 号：G252[文化科学—图书馆学]