高校图书馆用户关系管理指南针报告  

Compass of Academic Library Modernization(CALM)Report on User Relationship Management

作　　者：陈建龙[1] 周春霞[1] 党跃武 王新才 邵燕 赵飞[1] 及桐 Chen Jianlong;Zhou Chunxia;Dang Yuewu;Wang Xincai;Shao Yan;Zhao Fei;Ji Tong

机构地区：[1]北京大学图书馆,北京100871

出　　处：《大学图书馆学报》2024年第1期23-32,共10页Journal of Academic Libraries

摘　　要：教育部高等学校图书情报工作指导委员会和北京大学图书馆合作研制《高校图书馆用户关系管理指南针报告》,构建了高校图书馆用户关系管理理论框架,并采用问卷调查法对全国中大规模高校图书馆的用户关系管理情况开展调研,从用户受益、用户信任、用户参与等细分维度及整体进展方面对高校图书馆用户关系管理工作现状进行系统分析,总结出高校图书馆用户关系管理在顶层规划部署、服务拓展细化、信任培育加固、用户参与深化等方面的发展趋势,为高校图书馆用户关系建设与发展提供方向指引。Jointly formulated by the Steering Committee for Academic Libraries of China(SCAL)and Peking University Library,the Compass of Academic Library Modernization(CALM)Report on User Relationship Management establishes a theoretical framework for managing user relationships in academic libraries.Based on questionnaires distributed to medium and large-scale academic libraries nationwide,the report systematically analyzes the current state of library-user relationship management.It delves into various dimensions such as user benefit,user trust,user participation and overall progress and the development trends of user relationship management in university library.The report further encapsulates the evolving trends in library-user relationship management,focusing on aspects such as strategic planning,service expansion,trust building,and user engagement.It serves as a valuable guide for fostering and evolving the relationships between academic libraries and their users.

关 键 词：高校图书馆 用户关系 受益 信任 参与 现代化 高质量发展 关系营销 

分 类 号：G258.6[文化科学—图书馆学]