创新处理读者意见,提高读者满意率——基于西安图书馆近四年读者意见档案分析

Innovating to Address the Reader Comments and Improving the Reader Satisfaction:Based on the Analysis of Reader Comments on Xi'an Library in the Last 4 years

读者意见是图书馆不断提升自身服务效能的动力源泉。本文通过对西安图书馆2013-2016年读者意见收集、处理工作的分析,探讨新时期公共图书馆处理读者意见的创新理念与方法。

Reader comment is the driving force for the library to continuously improve the service efficiency. This paper discusses the innovative ideas and methods of addressing reader comment in the new period through the analysis of collection and treatment of reader comment on Xi＇an Library from 2013 to 2016.