高校图书馆服务危机管理研究

Study on the Service Crisis Management of University Library

高校图书馆服务危机表现为:供不应求的矛盾日益凸显,服务主客体间的摩擦日益升温,不确定因素的威胁日趋频发。本文通过分析高校图书馆服务危机的成因,提出高校图书馆服务危机管理三大策略:一是实行危机信息管理,预防服务危机;二是推行馆员情绪管理,化解馆读矛盾;三是开展危机公关,化危机为契机。

The university library service crisis always performs like this： the contradictions of shortage become prominent increasingly,the subject and object of the service conflict increasingly,the threat of uncertainty increases frequently.By analyzing in the cause of university library services crisis,this article proposes three management strategies for library services crisis.Firstly,the library should implement a crisis information management to prevent crisis services.Secondly,the library should introduce a librarian emotions management to solve conflicts between library and readers.Thirdly,the library should conduct crisis solution,and take the crisis as an opportunity.