联结的力量:高校图书馆用户联结机制研究——以未名BBS图书馆版为例

Power of Engagement of University Library and Its Users——Case Study of PKU Library @ Weiming BBS

以北京大学图书馆及其用户为案例,考察了未名BBS图书馆版3866个主题帖的相关信息,将联结分为图书馆主动联结用户和用户主动联结图书馆及其他用户,分析两者之间的联结机制及其双向作用。图书馆面向用户的联结主要包括管理与服务规范、通知公告、服务动态的发布与读者反馈的回复;用户面向图书馆及其他用户的联结体现在对资源、空间、服务、管理、设施/设备与环境等多方面的需求与反馈,以及对图书馆、图书馆员、其他用户表达积极或消极的态度与情感。图书馆主动联结用户,不仅有助于提升图书馆资源与服务的宣传范围、推广效果,还有助于图书馆塑造尊重、依靠且服务用户的形象;用户主动联结图书馆,能够直接促进问题的发现和解决,也能够无形中帮助图书馆员提升自我的职业认同。因此,在用户导向的图书馆信息服务时代,图书馆应尊重用户意见和建议,完善联结机制,向用户传递人文关怀,与用户共同维护图书馆服务生态系统的动态平衡。

This paper gathers 3866posts from PKULibrary@Weiming BBS,divides engagement into two kinds and analyzes their two-way effect,one is library actively engageswith its users,and the other is user actively engages with the library and other users.When library engages with its users,it often releases regulations,notices,library service and reply to the users.When user engages with the library and other users,he or she often expresses his or her needs to resources,spaces,services,regulations,devices and so on,as well as attitudes and feelings to the library,librarians,and other users,either positive or negative.When library engage with its users,it can not only help promoting resources and services,but also shapes images of respecting,depending on and serving with its users.When user engages with the library and other users,it helps to find and resolve problems directly,and helps to enhance librarians' inner professional identity as well.Therefore,in the era of user-oriented library information services,libraries are expected to pay attention to users' suggestions,optimize engagement mechanism,convey humane care to users,and work with users to maintain the dynamic balance of the library service ecosystem.