通过对读者投诉的分类与分析,“阅读环境”已成为读者投诉的焦点,建议从倡导和谐阅读环境、强化日常服务管理、改善馆内辅助设施、提高馆员素质、建立沟通机制和培育读者的公共素养等6个方面来改善阅读环境。 Through the classification and analysis of readers’ complaints, “reading environment” has become the focus of the reader’s complaints. It is suggested that from advocating a harmonious reading environment, strengthening daily service management, improving auxiliary facilities in the library, improving the quality of librarians, establishing communication mechanisms and nurturing Readers’ six aspects of public literacy to improve the reading environment.