基于用户体验调查分析的图书馆业务系统改良方案研究

Research on Improvement of Library Business System Based on User Experience Survey

互联网资源服务蓬勃发展的时代背景下,为了增加用户的忠诚度,图书馆一方面应该深入了解用户需求,找出自身服务与用户需求的差距;另一方面也需借鉴互联网的成功案例,改进和完善图书馆的资源组织方式。本文着眼于用户体验,展开了一次针对OPAC检索满意度、开架找书体验度和网络交互功能用户偏好的问卷调查。数据分析引入"用户年均读书量"这一新的分类指标,根据用户阅读量进行统计分析,将真正热爱读书、高频使用图书馆的用户需求突显出来。调查结果表明,自动化系统固有的面向流程的系统设计阻碍了图书馆业务随用户需求而变,导致用户在使用图书馆时遇到困难与不便。为了拉近与用户的距离,图书馆可以借鉴互联网成熟应用的"面向用户的开放平台"思想,重新架构内部业务系统,为系统运行机制和流程管理的改革做出尝试。

In the era when Internet resource services vigorously develop, in order to strengthen users＇ loyalty, the library should on the one hand read users＇ requirements deeply to find out the gap between users＇ needs and library services, on the other hand reorganize and improve library resources with reference to successful cases of the Internet. This paper focuses on user experience, and conducts a questionnaire survey on OPAC satisfaction, the experience of finding books in Open Shelves and users＇ preferences in network interactive features. A new classification index is introduced in data analysis, which is ＂users＇ reading quantity per year＂. According to users＇ reading quantity, the needs of users who are really interested in reading and use the library in high fre- quency are highlighted. Survey results showed that process-oriented system design of Integrated Library System has hindered the changing of library business with users＇ requirements, and led to the difficulties and inconven- ience encountered by users when using the library. In order to reduce the gap between users and the library, the library can re-architect library＇s business system based on user-oriented and open platform, which is success- fully applied on the Internet, and makes a new attempt to the reform of the system operation mechanism and process management in the library. 4 figs. 2 tabs. 22 refs.