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通过对影响图书馆与读者关系相关因素的分析,结合首都图书馆近几年来处理和协调与读者关系的实践探索,探究构建图书馆读者关系处理机制的可行性及必要性。参照ISO 10002《质量管理顾客满意组织处理投诉指南》国际标准,提出构建图书馆读者关系处理机制的具体流程及举措,从而推进和促成图书馆行业读者关系处理机制标准化的尽早实现,助力图书馆与读者关系的和谐发展。
Based on the analysis of the related factors that affect the relationship between library and readers, the paper explores the feasibility and necessity of constructing the reader relationship management mechanism based on the practice of the Capital Library in handling and coordinating with readers in recent years. Reference to ISO 10002 “Quality Management Customer Satisfaction Organizational Complaints Guidelines” international standards, proposed to build a library reader relationship handling mechanism of the specific processes and measures to promote and facilitate the library industry reader relationship processing mechanism standardization as soon as possible to help libraries and The harmonious development of readership.