手机图书馆用户的分类与升级管理研究

The Classification and Upgrade Management Research of Mobile Library Users

手机图书馆利用手机便携、通信、服务等功能开展图书馆服务成为近几年研究的热点。文章首先从手机选择、使用意识、行为习惯与技术支持四个方面分析了手机图书馆用户的独特性,然后将其划分为非用户、潜在用户、目标用户、现实用户与流失用户五种状态,并重点针对各级用户进行升级管理,包括实现手机图书馆用户递进式升级,实现与提升手机图书馆用户的满意度,激励与约束共同铸就手机图书馆用户的忠诚度、用户流失的客观性与可挽回性。

The mobile library has become a hot topic in recent years because the mobile phone is convenient to carry and communicate and provides diversified services. The paper analyzes characteristics of the users of mobile libraries from the mobile selection, use consciousness, behaviors and technical support, and divides them into five groups, that is, non-users, potential users, target users, real users, and loss users, with special emphasis on the upgrade management of all kinds of users, including realizing the progressive upgrade, improving the users＇ satisfaction, encouraging their loyalty, and paying attention to the objectivity and remedy of user loss.