德国图书馆抱怨管理分析与启示

Analysis and Enlightenment of Complaint Management of the Library in Germany

用户"零抱怨"是图书馆追求优质信息服务的共同目标。介绍德国图书馆抱怨管理的情况,绘制抱怨管理的流程图,详细说明德国图书馆如何开展按计划、分阶段、有组织的抱怨管理工作,阐述建立抱怨管理的组织结构;在总结德国图书馆抱怨管理模式的基础上,立足我国图书馆抱怨管理的现状,提出创建抱怨管理系统,稳步推广并加强抱怨管理的力度,设立核心部门,采取多种抱怨处理方式,注重内部抱怨管理,评估抱怨信息等建议,以便使德国在图书馆抱怨管理方面取得的经验可以穿越时空和国界,为我国还处于初级阶段的图书馆抱怨管理提供可资借鉴的参考。

Seeking ＂Zero Complaint＂ is the common goal of libraries. This paper introduces the general situation of complaint management of the libraries in Germany, draws flowchart of the complaint management, and explains how these libraries step by step accomplish their well-planned, well-organized complaint management and organizational structure in details. On the basis of summarizing the practice of complaint na it proposes some suggestions which include establishing a complaint management, building a central department, taking management in Germany and analyzing the situation in Chi- Complaint-Management-System, steadily popularizing the all kinds of methods to handle users＇ complaints, and pay- special attention to internal-complaint-management and analyzing of the complaints of library users. The discussion and analysis of complaint management experience in German libraries provides the guidance for library complaint management in China which is still in its infancy.