摘要
加强用户关系管理是高校图书馆高质量发展的必由之路。文章基于知识建构理论,界定了图书馆用户关系管理的四个纵向维度,包括实体空间建设、知识资源建设、促进社会互动和用户主体建设,与用户关系管理横向流程交叉,共同构成了图书馆用户关系管理的认知和实践框架。介绍了华北理工大学图书馆基于此框架开展的工作以及在组织机构设置、馆员队伍建设以及对外宣传推介等保障措施上的实践与成效。
Strengthening user relationship management is the important way for the high-quality development of university libraries,which has attracted the attention of university libraries in recent years.The current research and practice mainly focus on service strategy,and lack of systematic research and planning from the perspective of organizational strategy.In addition,there are also problems such as insufficient attention to the subjectivity and initiative of users in library work,and lack of empirical research results.The purpose of this study is to construct a suitable cognitive and practical framework for user relationship management in university libraries,and to introduce the successful experience based on this framework,so as to provide reference for other university libraries.Therefore,based on the essential characteristics and fundamental functions of all library services and resources to support user knowledge construction,this study defines four vertical dimensions of user relationship management in university libraries by applying knowledge construction theory and logical deduction method,including space construction,knowledge resource construction,interactive situation construction and user subject construction,which intersect with the horizontal process of reinterpretation of user relationship management,and together constitute the cognitive and practical framework of library user relationship management.Based on the above framework,this paper introduces the practice and effect of strengthening user relationship management in the library of North China University of Science and Technology,including the construction of physical space,to provide users with real situation;knowledge resource construction,to provide users with applicable learning materials;social interaction construction,to promote the exchange and cooperation of users;user subject construction,to enhance the subjective initiative of user knowledge construction.It also introduces the specific measures taken by the library in terms of organization construction,librarian team construction and external publicity and promotion.The cognitive and practical framework constructed in this study better deals with the relationship between theory introduction and localization reconstruction,defines the logical and behavioral boundaries of library user relationship management,and clarifies the content and focus of practice.It is the inheritance and development of the traditional “user-centered” concept and practice of libraries.It has become a strategic action guide for the industry to recognize and practice user relationship management,and helps to achieve good results in related work.
作者
刘志国
陈威莉
王景文
LIU Zhiguo;CHEN Weili;WANG Jingwen
出处
《大学图书馆学报》
CSSCI
北大核心
2024年第4期51-57,共7页
Journal of Academic Libraries
基金
华北理工大学人文社会科学重点培育项目“知识建构情境视阈下李大钊革命思想的构建逻辑和实践意涵研究”(编号:ZD-RW-202410)的研究成果之一。
关键词
用户关系管理
知识建构
地方高校图书馆
User Relationship Management
Knowledge Construction
Local University Library
