基于业务流程管理的高校图书馆数字学术服务提升路径研究——以某“双一流”大学图书馆为例  

Directions for Improving University Library Digital Scholarship Services Based on BPM:Taking a "Double First-Class" University Library for Example

作　　者：周力虹[1] 李平 王迪 ZHOU Lihong;LI Ping;WANG Di(School of Information Management,Wuhan University,Wuhan,430072;Wuhan University Library,Wuhan,430072;School of Information Resource Management,Renmin University of China,Beijing,100872)

机构地区：[1]武汉大学信息管理学院,武汉430072 [2]武汉大学图书馆,武汉430072 [3]中国人民大学信息资源管理学院,北京100872

出　　处：《图书情报知识》2024年第3期72-83,共12页Documentation,Information & Knowledge

基　　金：国家社科基金项目“开放数据背景下我国高校图书馆数字学术服务研究”(17CT0042)的研究成果之一。

摘　　要：[目的/意义]在大数据、人工智能、区块链等信息技术飞速发展的时代背景下,开展数字学术服务成为高校图书馆发展的主要趋势之一。本文以某“双一流”大学图书馆为例,对我国高校图书馆数字学术服务流程进行梳理,归纳有效的服务提升路径。[研究设计/方法]综合运用BPM方法与案例研究法,通过对该大学图书馆业务部门负责人进行半结构化访谈获取研究数据,分析数据库荐购、文献计量、机构知识库、教学培训、参考咨询、查收查引和科技查新的业务流程,并绘制复杂流程的泳道图。通过PPMS方法,从资金维度、人力维度、用户维度、社会维度和创新维度对数字学术服务的业务流程进行了分析评估。[结论/发现]该大学图书馆的数字学术服务存在业务较分散、部分业务环节重复、以“馆藏驱动”为核心动力、以及新兴信息技术引入较为有限的问题。未来可通过架构顶层设计、识别用户需求、设计服务框架、融入服务流程、完善运营评估机制五方面的路径,对数字学术服务的业务流程进行优化提升,改善服务质量。[创新/价值]创新性地使用BPM方法对我国高校图书馆数字学术服务的业务流程进行了深度解析,提出了高校图书馆数字学术服务业务优化路径,对于我国高校图书馆在未来开展和改进本馆的数字学术服务业务具有一定的指导和借鉴意义。[Purpose/Significance] With the fast development of information technology such as big data,AI and blockchain,digital scholarship services(DSS)has been recognized as one of the key trends for university libraries' development.This study takes a "Double First-Class" University Library as an example,investigates the business process of DSS in Chinese university libraries,and proposes improvement routines for future development.[Design/Methodology] This study applied the methods of business process management(BPM)and case study,collected research data by semi-structured interviews with department heads of the sample university library.Based on the collected data,this study investigate the business process(BP)of database recommendation,bibliometrics service,institutional knowledge database,education & training,reference service,citation and index search,and novelty search,and made Swimlane Flowcharts for complex BP.Process Performance Measurement System(PPMS)method was used to analyze BP from financial aspects,employee aspects,customer aspects,societal aspects,and innovation aspects.[Findings/Conclusion] At present,there are four main problems in the BP of the sample university library's DSS:some of the processes are separated,scattered and duplicated;the services are mainly motivated by library resources;Limited new information techniques have been applied.In future,university libraries can improve the BP of DSS through top-level structure design,user demand identification,service frameworks design,scientific research process integration,and operation evaluation improvement.[Originality/Value] This study innovatively applies BPM in the study of China university libraries' DSS process and proposes the optimizing ways of DSS,which can be used in future development and improvement of DSS in other university libraries in China.

关 键 词：高校图书馆 数字学术 数字学术服务 业务流程管理 图书馆服务 

分 类 号：G252[文化科学—图书馆学]