国内外图书馆服务评价指标演变

The Evolution of the Evaluation Indicators of Library Service at Home and Abroad

文章基于41个图书馆服务评价文件,分析评价指标术语内涵和指标频次的演变情况,总结中国标准的评价指标特点。总体来看,文献资源服务一直是图书馆服务评价的核心,设施服务水平评价随着数字图书馆的兴起受到关注,馆员服务素质和学科知识服务评价越来越受到重视,用户满意度一直是用户体验质量维度的核心关注点。中国标准中评价指标具有以公共图书馆为着力点、关注国际主流趋势并与之接轨、注重服务供给端等特点,未来应把握图书馆服务质量内涵的变化,动态评价图书馆服务质量,优化图书馆评价文化氛围,推进图书馆服务质量持续提升。

Based on the documents about service evaluation from 41 libraries,this article analyzes the evolution of the assessment indicators in terms of its terminology and frequency,and summarizes the characteristics of the evaluation indicators of Chinese standards. Generally speaking,collections are at the center of library service evaluation, and facility evaluation receives more attention with the rise of digital libraries. The assessment of librarian’s service quality and subject knowledge service are of growing importance,and user satisfaction is always the core concern in regard to user experience quality. The evaluation indicators in the Chinese standards are characterized by focusing on public libraries,following and integrating with the key international trends,and putting emphasis on service supply. The article proposes that libraries should understand the changes in the content of library service quality,dynamically evaluate library services,strengthen the culture of library evaluation,and promote the continuous upgrading of library service quality.