图书馆用户关系管理:演进历程、现实挑战与发展路径  

Library User Relationship Management Evolution Realistic Challenges and Development Path

作　　者：李天硕 王宇[2] 刘偲偲[2] LI Tianshuo;WANG Yu;LIU Sisi

机构地区：[1]中国科学院文献情报中心,中国科学院大学经济与管理学院,北京100190 [2]沈阳师范大学图书馆,辽宁沈阳110034

出　　处：《大学图书馆学报》2024年第6期57-62,共6页Journal of Academic Libraries

基　　金：2023年度辽宁省社会科学规划基金项目“地域文化视阈下高校图书馆红色文化阅读推广及服务育人策略研究”(编号:L23BTQ001)的研究成果之一。

摘　　要：用户关系管理是图书馆现代化转型与高质量发展的时代利器。文章梳理了用户关系管理研究与实践的演进历程,同时分析了用户关系管理在用户利用图书馆方式多样性、用户需求多态化和用户安全关键性三方面面临的现实挑战,最后依据演进历程和现实挑战,从建立用户关系管理的制度体系、创新用户服务逻辑与互动机制、注重用户数据体系构建与应用和培育用户导向的馆员能力体系四个维度尝试构建用户关系管理的发展路径。In the new era of digital and intelligent transformation and development,libraries are facing new challenges in their information organization and user service models.It has become crucial and practically significant for libraries to maintain their information service advantages and enhance their core competitiveness through user relationship management.Libraries have always adhered to the“user-centered”service philosophy.In the face of the digital and intelligent era,user relationship management is seen as a powerful tool to promote the modernization and high-quality development of libraries.Through research methods such as literature review,comparative research and case analysis,this study examined the research progress of user relationship management under different library forms.It analyzed specific practical cases of user relationship management in 11 libraries at home and abroad from two dimensions:effective measures and existing deficiencies.It also explained the three major challenges faced by library user relationship management in the context of the digital intelligence era,namely,the diversity of users ways of utilizing libraries,the polymorphism of user resources and spatial demands and the criticality of user environment and data security.On the basis of the development process and practical challenges,the article constructs a development path for user relationship management from four aspects:(1)establishing a system of user relationship management,including clarifying the significance and objectives of user relationship management,decomposing user relationship management into specific tasks and establishing an effective user relationship maintenance mechanism;(2)innovating user service logic and interaction mechanisms,including constructing a hierarchical interaction mechanism based on user sources,building an interactive co-creation mechanism based on user needs and constructing an evaluation and feedback logic based on service optimization;(3)focusing on the construction and application of us

关 键 词：图书馆 用户关系管理 发展路径 

分 类 号：G251[文化科学—图书馆学]