图书馆客户知识管理模式研究

Research on the Mode of Customer Knowledge Management of Library

探讨图书馆服务对象从读者、用户到客户的变化,设计并解析由知识获取、知识组织、知识交互和知识应用4种主要活动与关系管理、技术管理、服务管理和机会管理4种辅助活动组成的图书馆客户知识管理模式,最后指出图书馆客户知识管理应注意的问题。

This paper discusses the changes of library service object from reader, user to customer, designs and explains the mode of customer knowledge management of library, which consists of the four primary activities named as knowledge acquisition, knowledge organization, knowledge interaction and knowledge application, and the secondary activities named as relationship management, technology management, service management and chance management, finally points out several points needed paying attention to in customer knowledge management of library.