加强用户关系管理,提升图书馆服务质量--以东南大学图书馆为例  

Strengthening User Relationship Management to Enhance Library Service Quality—Taking Southeast University Library as an Example

作　　者：王学琴[1] 李爱国[1] Wang Xueqin;Li Aiguo

机构地区：[1]东南大学图书馆,江苏南京211189

出　　处：《大学图书馆学报》2024年第1期17-22,39,共7页Journal of Academic Libraries

摘　　要：“以用户为中心”是图书馆开展服务的核心理念。东南大学图书馆基于用户关系管理相关理论,开展用户关系管理的实践探索,细分用户、掌握需求,多渠道建立用户强交互关系,在用户参与、用户受益等方面取得了较好的成果,期望能为高校图书馆同行开展相关服务提供经验参考。“User-centered”is the core concept of library services.Based on the theory of user relationship management,the Library of Southeast University carries out the practical exploration of user relationship management,subdivides the user groups,grasps the demand,and establishes the strong interactive relationship with the users through multiple channels,it has achieved good results in the aspects of user participation and user benefit,and it is expected to provide helpful reference to the user services of university libraries.

关 键 词：高校图书馆用户 用户关系管理 图书馆服务质量 

分 类 号：G251[文化科学—图书馆学]