用户关系管理视角下大学图书馆空间再造实践与思考——以南京师范大学图书馆为例  

Practice and Reflection of Academic Library Space Reconstruction Through the CRM Perspective—A Case Study of Nanjing Normal University Library

作　　者：徐洁[1] 姜晓云 XU Jie;JIANG XiaoYun

机构地区：[1]南京师范大学图书馆,江苏南京210023

出　　处：《大学图书馆学报》2024年第6期50-56,共7页Journal of Academic Libraries

基　　金：江苏省高校图工委教改研究课题重点项目“未来学习中心背景下图书馆‘第二课堂’建设研究”(编号:2024JTZD07)的研究成果之一。

摘　　要：“以用户为中心”是大学图书馆工作的战略目标和方法指引。在图书馆情境下,用户关系管理理论是“以用户为中心”的具体体现,对大学图书馆发展具有重要的指导作用,也对图书馆空间再造具有较强的适用性和实践价值。文章从用户关系管理视角,以南京师范大学空间再造为案例,探讨大学图书馆空间再造的实践思路,总结用户关系管理理论对大学图书馆空间再造的实践价值,并提出数智时代图书馆空间再造的几点思考。“User-centered”serves as the strategic goal and guiding principle of academic libraries work.The theory of Customer Relationship Management(CRM)represents the specific embodiment of“user-centered”within library context,which plays an important guiding role in library development and has strong applicability and practical value for library space reconstruction.This article adopts the perspective of CRM and takes Nanjing Normal University Library as a case study to explore the overall framework of library space reconstruction,including construction goals,implementation routes,and detailed space functions,aiming at better adapting to the changes in modern university education and learning modes.The research employed literature review,case study,and qualitative analysis as its main research methods.It introduced CRM concepts and aligned them with the practical requirements outlined in the“Compass of Academic Library Modernization Report on User Relationship Management”to form a comprehensive understanding of academic library space reconstruction best practices.The study followed the principles that user benefit is the driving goal for high-quality library development,user trust is the important cornerstone for library transformation and development,and user participation is the source of vitality for innovation and development.With the goal of building a“full benefit”space with user satisfaction,a“high trust”space with humanistic care,and a“wide participation”space with distinctive features,this paper discussed how to obtain,refine,implement and test user needs in project practice,thereby optimizing user experience.It explored the construction of learning spaces driven by user needs,academic spaces for serving talents,cultural spaces for fostering user communication,and creative spaces for expanding user participation.Through the specific case of Nanjing Normal University Library,the study extracted the practical value of CRM theory to space reconstruction.Facing the future,the academic librar

关 键 词：高校图书馆用户 用户关系管理 图书馆空间再造 以用户为中心 

分 类 号：G251[文化科学—图书馆学]