基于馆员换位体验的高校图书馆服务优化创新实践——以北京大学图书馆“馆员探馆”活动为例  

An Innovative Practice of Service Optimization in Academic Library Based on Librarians’Transposition Experience:A Case Study of Peking University Library’s“Librarians Visit Library”Activity

作　　者：及桐 赵飞[1] 周春霞[1] Ji Tong;Zhao Fei;Zhou Chunxia

机构地区：[1]北京大学图书馆,北京100871

出　　处：《大学图书馆学报》2022年第6期50-54,共5页Journal of Academic Libraries

摘　　要：随着以用户为中心的服务理念不断深化,获取用户体验数据、探索服务优化策略成为图书馆的工作重点。文章以北京大学图书馆“馆员探馆”活动为例,探索了以馆员为体验主体的用户体验研究新模式。与以往研究实践相比,这一模式不仅能丰富和深化对用户体验的理解,制订更加契合有效的服务优化策略,而且能够激发馆员换位思考的意识和服务的主动性与积极性,培育全馆重视用户体验、积极参与服务建设的良好氛围。With the continuous deepening of user-centered concept,collecting user experience and exploring service optimization have become a focus of library services.This paper takes“Librarians Visit Library”activity as an example to introduce a new user study model with librarians being the end user of library service.Compared with previous research and practice,this activity can not only enrich and deepen the understanding of user experience,formulate more effective service optimization strategies,but also inspire the librarians to empathize with users and provide considerate service,and cultivate a strong atmosphere for the library to attach importance to user experience and actively participate in service optimization.

关 键 词：用户体验 服务优化 换位体验 高校图书馆 馆员 

分 类 号：G251[文化科学—图书馆学]