公共图书馆古旧文献服务中的用户冲突与应对策略研究

Research on User Conflicts and Coping Strategies in Service of Ancient Literature in Public Libraries

古旧文献是公共图书馆最有特色的文献资源,为用户提供多元、均等、专业化服务。由于多元主体主张利益不同、用户群体信息失衡、公共图书馆服务管理水平不足、工作人员服务素养缺位等多方面原因,古旧文献服务中引发的用户冲突多发而且复杂。文章从核心利益层面、信息共享层面、管理方法层面、服务实践层面寻求解决和缓和用户冲突的路径方法。

Ancient literatures are the most characteristic literature resources of public libraries,providing users with diversified,equal and professional services.Due to various reasons,such as different interests of multiple subjects,information imbalance of user groups,low service management level of public libraries and lack of service literacy of staff,user conflicts are frequent and complicated in ancient literature services of public libraries.The paper tries to find ways to resolve user conflicts from aspects of core interests,information sharing,management methods and service practice.