公共关系视角下“双一流”高校图书馆与其用户关系认知差距研究

Research on the cognitive gap between“Double First-Class”university library and its users from the perspective of public relations

理清高校图书馆馆员与用户的关系,是新时代高校图书馆综合发展的基础。基于公共关系视角,对国内“双一流”高校图书馆展开调研,并以6所西南地区“双一流”高校图书馆为例,运用问卷调查和深度访谈等方法定量探究高校图书馆馆员与用户关系,并进行回归实证分析。研究结果表明图书馆员与用户存在明显的认知差距。据此针对性提出五大措施:搭建服务媒介,举办多元活动;细分目标用户,拓展需求储存;完善情报传递,加强沟通渠道;创建共建意识,提供特色服务;开拓智力资源,增强用户体验等。

To clarify the relationship between librarians and users is the basis of the comprehensive development of university libraries in the new era,which is conducive to better service for users.Based on the perspective of public relations,this paper investigates the“double first-class”university libraries in China.Taking six“double first-class”university libraries in southwest China as examples,this paper explores the relationship between librarians and users quantitatively by means of in-depth interviews and inductive data analysis,and makes an empirical analysis.The results show that there is an obvious cognitive gap between librarians and users.Based on this,this paper puts forward five measures to explore the development of university libraries,such as building service media,holding diversified activities,subdividing target users,expanding demand storage,improving information transmission and strengthening communication channels,creating a sense of co-construction consciousness,providing characteristic services,developing intellectual resources and enhancing user experience in order to explore the path and method of developing public relations.