引入定标比超法的高校图书馆服务优化实证研究

An Empirical Research on the Application of Benchmarking in the Optimization of University Library Services

[目的 /意义]持续改进用户服务是大学图书馆可持续发展的根基,但当前的用户服务研究对图书馆现实服务的提升作用不明显。尝试在图书馆引入定标比超法,为图书馆服务提供一种实用、有效的优化方法和改进思路。[方法 /过程]梳理当前图书馆服务优化的常用方法和定标比超在图书馆界的应用,提出多目标定标比超在图书馆服务优化中的实施流程。选择一家高校图书馆与两家目标图书馆开展实证研究,建立新信息环境下包括三大层次、11项二级指标和46个评价项目的服务评价指标体系,分析本馆用户服务劣势和目标馆优秀实践,拟定服务优化的赶超方案。[结果 /结论]定标比超法之于图书馆服务领域,是一种务实、有效且易于操作的方法,为图书馆管理与创新提供了新的思路;加入新媒体服务、新技术采纳等评价内容的指标体系为今后图书馆评估指标的制订发挥参考作用。

[ Purpose/significance] Library service improvement has become an increasingly ＂hot topic＂ in academia but still has a difficult point in practice. Introducing benchmarking to library service improvement, this paper tries to pro- vide a new thinking direction and a practical optimization method for library service management and innovation. [ Method/process ] This paper analyzed common methods for library service improvement and the application of benchmarking in libraries, and proposed the implementation process of multi-objective benchmarking for library services. Then, we selected one academic library and two target libraries to conduct an empirical research to improve library services by using the benchmarking method. We developed appropriate evaluation indicators of library services in the new information environment. This evaluation indicator system included three primary levels, 11 secondary indicators and 46 evaluation items. We analyzed the weaknesses of our own libraries, introduced the best practices of target libraries in customer services, and finally put forward a ＂catch-up＂ program of library services. [ Result/conclusion ] The empirical study shows that benchmarking is a practical, effective and easy-to-use method to improve library services, and provides a different perspective of thinking among library management methods. The new evaluation indicators, such as new media services, adoption of new technologies, can be a reference for further development of the library evaluation system.