试论图书馆内隐性危机及其管理

Latent Crisis and Crisis Management in Libraries

图书馆的内隐性危机主要是就其服务而言的,包括读者投诉、文献采访和馆员队伍三个方面。针对读者投诉的起因,应妥善处理,并应建立应诉机制;在文献采访中可能遇到的各种危机可通过采访危机管理的实施解决;从图书馆人员心理危机以及人才危机着手,通过人力资源管理来实现图书馆队伍危机管理。

Latent crisis of a library is related to its service and includes the three forms： client complaining, document acquisition, and staffing. Client complaints can be processed through the mechanism of complaining. The acquisition crisis can be dealt with by crisis management. Staffing problems can be solved by human resources management beginning with staff psychological crisis and talent crisis.