基于信任理论的北京大学图书馆用户关系管理新探

A New Exploration to User Relationship Management of Peking University Library Based on the Trust Theory

如何开展用户关系管理是高校图书馆现代化发展道路上必然面临的问题。北京大学图书馆将用户作为图书馆可持续发展的关键要素,自2018年以来,基于用户信任统筹推进用户关系管理,秉持真抓实干、重在参与、实在受益、贵在信任、凝心聚力的战略方针,构建相互信赖、深度协作、长期友好的用户关系,取得明显成效。文章对基于信任理论的北京大学图书馆用户关系管理的实践探索进行初步总结。

How to develop user relationship management is an inevitable challenge in the modernization of university libraries.Peking University Library recognizes users as a key element for the sustainable development and has been proactively advancing user relationship management based on user trust since 2018.Guided by a strategic approach emphasizing practical implementation,active participation,tangible benefits,trust,and collective effort,the library has achieved certain results in building mutually trusting,deeply collaborative,and long-lasting friendly relationships with its users.This paper summarizes Peking University Library's exploration and practice to user relationship management grounded in the trust theory.