用户关系管理视角下高校图书馆服务提升的实践探索——以厦门大学图书馆为例  

Practical Exploration of Improving University Library Services from the Perspective of User Relationship Management—A Case Study of Xiamen University Libraries

作　　者：钞晓鸿 CHAO Xiaohong

机构地区：[1]厦门大学图书馆,福建厦门361005

出　　处：《大学图书馆学报》2024年第6期44-49,共6页Journal of Academic Libraries

摘　　要：厦门大学图书馆秉承“以人为本”这一核心理念,转变观念,与时俱进,从管理用户到用户管理。在推进图书馆用户关系管理理论思考的基础上,在见实效方面下功夫:加强顶层设计,拓展提升服务,强化信任担当,深化用户参与,切实提升厦门大学图书馆用户关系管理与服务。同时也提出当前面临的一些需要思考的问题,以期为高校图书馆用户关系建设与发展提供参考。From the perspective of user relationship management,it is the key direction and trend for academic libraries to respond to changes in the new era,adapt to their own circumstances,take proactive actions,explore new opportunities and advance theoretical thinking and practical innovation in user relationship management so as to better advance the development of library services.To accurately understand patron needs and continuously optimize service strategies is the premise and guarantee for achieving the high-quality,connotative development of libraries.While advancing theoretical thinking and strengthening practical innovation,this paper aims to raise issues that need to be addressed in order to provide a reference for the construction and development of user relationships in university libraries.This article distinguished and defined the concept and connotation of library user relationship management from three aspects:subject-object relationship,purposes and goals,and concept and models.The practices of Xiamen University libraries in improving user relationship management and services were further explained.From the perspective of user relationship management,Xiamen University libraries adheres to the“patron-centered”service concept,shifts the mindset,keeps up with the times,achieving the transition from administrating the users to serving the users,and from theoretical thinking to practical implementation.On the basis of advancing theoretical thinking in user relationship management,Xiamen University libraries has made tangible results including:strengthening top-level design,expanding and improving services,enhancing trust and responsibility,and deepening user participation.Through concrete measures and actions,Xiamen University libraries has effectively improved user relationship management and services.Currently,there are still problems in the theory and practice of user relationship management in university libraries,such as overemphasis on idealistic and conceptual thinking,high levels of repetition a

关 键 词：厦门大学图书馆 用户关系 创新 实践 

分 类 号：G251[文化科学—图书馆学]