提供大于外显需求的服务——政府用户的隐性需求

Quality Services More than Explicit Demand——Government Users′ Implicit Demand

文章基于政府决策参考服务的实践,指出超越用户期望,经常需要为用户提供大于外显需求的服务。为此,参考馆员要充分考虑到政府决策及其过程的特殊性和规律,注重对于用户隐性需求的发掘,不仅满足用户想要获取的,同时提供用户有必要获取的,以求拓宽决策思路,最大化地为政府提供决策支持。

This paper, based on the practice of government decision - making reference service, indicates that exceeding the expectations of customers often need to provide users with additionally explicit demand service. Therefore, reference librarians should fully consider the government decision- making and its particularity as well as regularity of process. Moreover, they also need to pay attention to exploring implicit demands of users. In this way, it can make customers satisfied and offer what they want to get at the same time for the sake of broadening the decisional thought and maximizing providing decisional support for the govern- ment.