图书馆读者投诉问题之分析

Analysis on the Complainant of the Library Readers

读者投诉是图书馆服务工作中的常见问题,如果处理不当,就会进一步激化矛盾,因此成为图书馆管理工作的重点之一。本文认为,关键是要正确认识读者投诉现象,认真分析读者投诉的原因,从读者的投诉中发现图书馆服务工作中存在的问题。同时,要进一步建立和完善读者投诉制度,采取切实有效的措施,不断提高图书馆的服务质量。

The complainant of the readers is an often issue in the library service work, it would further intensify the contradictions, and thus become a big difficulty which puzzles the library management work if couldn＇ t handle it well. The author deems that the core is to accurately recognize the phenomenon of the readers to make complain , earnestly analyze its causes , detect the problems existed in the library service work . Meanwhile , it has to further improve its system , adopt effective methods , and constantly promote the quality of the library service work .