高校图书馆读者投诉分析及其管理策略——基于临沂大学的调查分析

Analysis and Management Strategy to Readers' Complaints in University Library——Analysis Based on Lin Yi University

读者投诉是读者对图书馆管理和服务不满的一种表达方式,也是促进图书馆管理与服务质量提高的主要外在动力。正确对待读者投诉和管理读者投诉,给读者满意的答复和为读者提供更优质的服务,对图书馆的可持续发展具有重要的意义。作者在对临沂大学2011—2012学年度的读者投诉情况进行分析的基础上,提出了应对读者投诉的管理策略。

Complaints from readers are discontent expression to management and service in university librar-y;they are also main external power to improve the quality of management and service.It is a vital significant for the sustainable development of library to treat complaints from readers correctly,give satisfactory answers and provide better quality service.In this paper,author put forward to many management strategies about readers’complaints based on the analysis of the readers’complaints situation in 2011 -2012 academic years in Lin Yi University.