论文部分内容阅读
[目的 /意义]持续改进用户服务是大学图书馆可持续发展的根基,但当前的用户服务研究对图书馆现实服务的提升作用不明显。尝试在图书馆引入定标比超法,为图书馆服务提供一种实用、有效的优化方法和改进思路。[方法 /过程]梳理当前图书馆服务优化的常用方法和定标比超在图书馆界的应用,提出多目标定标比超在图书馆服务优化中的实施流程。选择一家高校图书馆与两家目标图书馆开展实证研究,建立新信息环境下包括三大层次、11项二级指标和46个评价项目的服务评价指标体系,分析本馆用户服务劣势和目标馆优秀实践,拟定服务优化的赶超方案。[结果 /结论]定标比超法之于图书馆服务领域,是一种务实、有效且易于操作的方法,为图书馆管理与创新提供了新的思路;加入新媒体服务、新技术采纳等评价内容的指标体系为今后图书馆评估指标的制订发挥参考作用。
[Purpose / Significance] Continuous improvement of customer service is the foundation of university library’s sustainable development. However, current research on customer service has not obvious effect on improving library’s real service. Attempt to introduce the scaling ratio super-method in the library to provide a practical and effective optimization method and improvement idea for the library service. [Methods / Procedures] Combing the current methods of library service optimization and the application of scaling beyond the library community, this paper proposes a multi-objective scaling and implementation process in library service optimization. Select a university library and two target libraries to carry out empirical research to establish a service evaluation index system including three levels, 11 second-level indicators and 46 evaluation items under the new information environment, and to analyze the disadvantages of the customer service of the main library and the target library Outstanding practices, drafting services to improve the catch-up program. [Result / Conclusion] The calibration method is a pragmatic, efficient and easy-to-use method for library service, which provides a new way for library management and innovation. It also incorporates new media services and adoption of new technologies. The index system of evaluation content plays a reference role in the future development of library evaluation index.