关于国家图书馆读者服务面临困境的思考——基于读者意见记录单的统计与分析

Thoughts on the Dilemma of National Library’s Reader Service——Based on Statistics and Analysis of the Reader’s Feedback Form

《公共图书馆法》明确了国家图书馆的双重职能,指出国家图书馆具备“公共图书馆”属性。读者意见记录单是倾听读者心声的重要渠道,本文通过梳理分析读者意见记录单,将读者意见归纳为服务规范、服务政策、服务保障三方面,并结合实际工作经验提出了具体的建议措施,以期提升读者满意度和到馆体验,从而更好地发挥国家图书馆在业界的示范引领作用。

“Public Library Law”clarifies the dual functions of the National Library and clearly states that the National Library has the“public library”attribute.The reader’s feedback form is an important channel for listening to the readers’voices.Through combing and analysis,the readers’opinions are summarized into three aspects:service norms,service policies,and service guarantees.Based on actual work experience and research,specific suggestions are proposed to improve readers’satisfaction and the experience of the National Library,and to better play the role of industry demonstration.