图书馆管理误区谈——对我国图书馆盲目追求“零投诉”的反思及对应策略探讨

Discussion about Management Error in China’s Libraries——The Reflection about Blindly Pursuing "Zero Complaint" in China’s Libraries and Exploration of Corresponding Strategies

针对我国图书馆陷入盲目追求“零投诉”误区，提出准确理解“零投诉”、“零缺陷”概念，将读者满意度作为图书馆服务衡量标尺，采取多种有效措施欢迎投诉、改善投诉管理的观点，并提出改善投诉管理的具体举措。

Now there exists an error of pursuing ＂zero complaint＂ in China＇s libraries. To solve this error some points such as accurately under- standing the concepts of ＂zero complaint＂ and ＂zero defect＂, taking ＂degree of reader satisfaction＂ as measuring stick of libraries~ service, adop- ting various effective measures to welcome readers＇ complaints and to improve the management of complaints are put forward. , as well as corre- sponding specific measures in the end.