摘要
本文运用网络调查法对21家档案中介机构进行访问并对其存在的问题进行诊断,得出传统的服务模式已不能满足市场及客户的需求,应该提出一种新的符合市场运作规律的商业化服务模式。笔者通过借鉴档案学范式理论研究成果,挖掘出在传统服务、信息服务、知识服务三种模式中新的服务内容与服务重点,即建立实体产品销售—在线交易模式(改变以往等客户上门的传统模式,进行电子商务交易,并建立相应的投诉机制);档案信息产品开发模式(改变传统的手工整理形式,运用信息技术对档案信息进行整序重组,开发形成新的档案信息产品);专家—知识库模式(以用户为中心,根据其问题特征自行选择专家系统,并制定个性化、智能化的方案)。达到提升服务内涵,增强客户满意度,扩大档案中介机构盈利的目的。
This paper uses Internet survey method on a visit to 21 file intermediary institutions and the problems existing in the diagnosis. It concluded that the traditional service mode can not meet market and customers demand, so the author should put forward a new commercialized service mode conforming with the law of market operation. The author by reference to discuss the paradigm theory research results, dug up in the traditional service, information service and knowledge service mode the new service content and service focus .Namely, to establish sale of physical products, online trading mode （to change the traditional patterns of the past clients such as the door for e-commerce transactions, and establish the corresponding complaint meehanism）.Archives information product development mode （changed the traditional manual sorting form, using information technology to file information to restructure the whole sequence to form new archives information product development）. Experts - knowledge base model （user-centered, according to the characters of the problem to choose expert system, and formulate the scheme of personalized and intelligent）. To enhance the connotation of service and customer satisfaction, expand archives intermediaries for the purpose of profit.
出处
《档案学通讯》
CSSCI
北大核心
2015年第2期80-84,共5页
Archives Science Bulletin
关键词
档案中介
服务模式
知识服务
File mediation
Service mode
Knowledge service
