基于服务设计思维的大学图书馆服务规范化探索——以重庆大学图书馆为例  

Service Standardization of University Libraries Based on Service Design Thinking——Taking Chongqing University Library as an Example

作　　者：杨新涯[1] 涂佳琪[1] 史丹 俞传正[2] YANG Xinya;TU Jiaqi;SHI Dan;YU Chuanzheng(The Library of Chongqing university,Chongqing 400044,China;The Library of Dongguan Polytechnic,Dongguan 523000,China)

机构地区：[1]重庆大学图书馆,重庆400044 [2]广东东莞职业技术学院图书馆,广东东莞523000

出　　处：《晋图学刊》2022年第3期61-69,共9页Shanxi Library Journal

基　　金：重庆大学图书馆管理与服务创新项目“运用于高校专利转化的信息服务方法与流程研究”(项目编号:2020-7)。

摘　　要：服务是图书馆的根本使命,如何提高服务质量,保证服务的可持续性,是各类型图书馆一直以来努力的方向,是提高读者满意度的基本手段,也是衡量办馆水平的重要指标。而服务设计是近二十年来,在国内外均受到高度重视的设计学思维,其整体化设计、紧密围绕用户实现全流程服务,在公共服务领域受到广泛应用,也逐步形成了独有的理论体系和方法论,并成为独立的学科。论文通过对服务设计思维的梳理,结合文献综述和大学图书馆实际情况,归纳出大学图书馆服务设计的六原则,即需求第一、长期可持续、效率、闭环、人性化、个性化原则。按照服务设计思维和六原则,论文以重庆大学图书馆为例,重新进行了服务类型的标准化处理,将大学图书馆服务细分成6类65项,并对每一个服务项目按照服务设计要求,从服务组织、流程、信息化保障等8个方面制订规范化文件进行控制,以此提高大学图书馆服务的高质量发展。Service is the fundamental mission of libraries.How to improve the service quality and ensure the sustainability of service are always the direction of all types of libraries.It is not only the basic means to improve readers’ satisfaction,but also an important index to measure library levels.Service design is a design thinking that has been highly valued at home and abroad in recent 20 years.Its integrated design and close focus on users to realize the whole process service have been widely used in the field of public services.It has gradually formed a unique theoretical system and methodology,and has become an independent discipline.By ordering the thinking of service design,combined with literature review and the actual situation of university libraries,this paper summarizes the six principles of service design of university library,namely the principles of demand first,long-term sustainability,efficiency,closed-loop,humanization and personalization.According to the service design thinking and six principles,taking Chongqing University Library as an example,the paper restandardizes the service types,subdivides the university library services into 6 categories and 65 items,and formulates standardized documents for each service item according to the service design requirements from 8 aspects such as service organization,process and information guarantee,so as to improve the high-quality development of university library services.

关 键 词：服务标准 服务设计 服务流程 重庆大学 学术图书馆 

分 类 号：G250[文化科学—图书馆学]