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自媒体时代,档案馆的资源设备、规章制度、服务质量以及用户自身的素养及其对档案馆的熟悉程度等,都会造成用户对档案馆服务的不满意。用户不满是档案馆服务中存在问题与薄弱环节的直接暴露,妥善处理用户不满可以了解用户的档案服务需求,创新档案馆的公共服务方式,提高档案馆公共服务质量。因而,档案馆需要采取有效措施,积极解决用户的不满与抱怨,促进其在自媒体时代更好地向前发展。
Since the media age, the archives resources and equipment, rules and regulations, service quality and user’s own literacy and their familiarity with the archives, will result in the user dissatisfied with the service of the archives. User dissatisfaction is a direct exposure to problems and weak links in the service of archives. To properly handle user dissatisfaction can understand user’s demand for file service, innovate the public service mode of archives, and improve the public service quality of archives. Therefore, archives need to take effective measures to actively address the user’s dissatisfaction and complaints, to promote its better development in the media age.