摘要
从空间环境、服务资源、读者服务和服务管理四个方面对我国28所省级公共图书馆视障服务现状进行调查可以发现:我国省级公共图书馆的视障服务体系基本健全,初步形成了以环境为基础,以资源为支撑,以服务为核心,以管理为保障的供给模式,同时受到经费、资源、机制、理念等各类因素的限制,其服务规范性不足,各馆之间的服务数量和质量差异较大,整体水平有待提高。采用Kano模型,通过问卷调查的方式分析视障读者服务需求可以发现:公共图书馆首先应当关注读者的基本型需求,在此基础上尽力去满足读者的期望型需求,其次应当积极寻找和发掘兴奋型需求,同时尽量避免提供或减少提供与无差异型需求相应的服务或功能。因此,省级公共图书馆基于供给侧,应当着重完善视障服务的供给内容,提高服务质量;基于需求侧,应当充分鼓励视障读者的参与行为,深入挖掘读者需求。
This article investigates the current situation of visually impairment services in 28 provincial public libraries in China from four aspects:spatial environment,service resources,reader services,and service management.It can be found that the visually impairment service system of provincial public libraries in China is basically sound,and a supply model based on the environment,supported by resources,centered on services,and guaranteed by management has been preliminarily formed.Due to various factors such as funding,resources,mechanisms,and concepts,the standardization of services is insufficient,and there are significant differences in the quantity and quality of services between different libraries.The overall level needs to be improved.This article adopts the Kano model and analyzes the service needs of visually impaired readers through a questionnaire survey.It can be found that public libraries should first pay attention to the basic needs of readers,and on this basis,strive to meet their expected needs.Secondly,they should actively search for and explore thiling needs,while avoiding or reducing the provision of services or functions corresponding to non diferentiated needs.Therefore,based on the supply side,provincial public libraries should focus on improving the supply content of visually impaired services and improving service quality;based on the demand side,it is necessary to fully encourage the participation of visually impaired readers and deeply explore their needs.
作者
陈则谦
王萌
张博文
Chen Zeqian;Wang Meng;Zhang Bowen
出处
《图书馆建设》
CSSCI
北大核心
2023年第4期100-113,122,共15页
Library Development
关键词
公共图书馆
视障读者
KANO模型
服务供给
需求分析
1]Public library:Visually impaired reader
The Kano model
Service supply
Demand analysis
