智慧图书馆建设背景下基于SCRM理论的高校图书馆用户关系管理探究——以四川大学图书馆为例  

An Exploration of Library User Relationship Management Based on the SCRM Theory in the Context of Smart Library Construction——A Case Study of the Sichuan University Library

作　　者：于姝[1] 陈科[1] 杜小军 姜晓[1] YU Shu;CHEN Ke;DU Xiaojun;JIANG Xiao

机构地区：[1]四川大学图书馆,四川成都610065

出　　处：《大学图书馆学报》2024年第5期37-45,共9页Journal of Academic Libraries

摘　　要：智慧化转型正在重塑图书馆的整体格局,也使其服务形态和用户关系面临变革和升级。四川大学图书馆基于社会化用户关系管理理论(SCRM),将深化用户关系置于智慧图书馆建设背景下,开展“以用户为中心”的双向联系网络建设,加强数据驱动的多源用户信息管理,深化用户参与促进价值共创,强化基于多维度服务能力提升的用户关系维护,在构建双向互动、高度黏合、协同共赢、持续稳定的智慧图书馆用户关系方面取得了一定的成效,期望能为高校图书馆用户关系管理思路创新和管理策略优化提供实践经验参考。The smart transformation of libraries is reshaping their overall framework,leading to changes and upgrades in services and user relationships.Evolving user needs have placed higher demands on the timeliness,accuracy,and overall user experience of library services.Users have transitioned from being passive recipients to active participants and collaborators,necessitating libraries to leverage intelligent technologies to better understand user behavior and anticipate user needs.This also calls for the establishment of more efficient user management mechanisms to maintain stable relationships.This paper explores the theoretical and practical implications of user service characteristics and developmental needs in the context of smart library construction,using Sichuan University Library as a case study.It has focused on deepening of user relationships within the context of smart library development,thereby stimulating discourse on novel theories and the practical implementation of library user relationship management.Grounded in both literature review and empirical studies,the paper analyzes the shortcomings of conventional Customer Relationship Management(CRM) practices within the current landscape of smart library development.It advocates for the integration of Social Customer Relationship Management(SCRM) theory into the user relationship management frameworks of university libraries and proposes a SCRM-based model tailored for smart libraries.Using Sichuan University Library as a case study,the paper delves into the practical application of this model.Key insights include:(1)Establishing a two-way communication network through media convergence to enhance user interaction and behavior perception;(2)Employing data-driven intelligent information management to support precise service delivery and increase user engagement;(3) Developing conditional support mechanisms and incentive systems to foster value co-creation between users and libraries;(4) Building a multi-dimensional system to strengthen the library's servic

关 键 词：智慧图书馆建设 高校图书馆 用户关系管理 SCRM 

分 类 号：G251[文化科学—图书馆学]