摘要
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.
出处
《现代情报》
CSSCI
2014年第3期51-54,共4页
Journal of Modern Information
关键词
决策参考服务
政府用户
隐性需求
外显需求
需求识别
需求重建
decision- making reference service
government users
implicit demand
explicit demand
demand identifi-cation
demand reconstruction