服务设计视角下高校图书馆地方文献研究

Research on Local Collections Services in University Libraries fromthe Perspective of Service Design

地方文献体现了地区文化核心价值以及地区发展脉络,高校图书馆开展地方文献服务的重要性不言而喻,但是许多图书馆对地方文献的开发利用仍然处于低水平。服务设计作为一种跨学科的设计理论和设计思维,可为公共组织的服务转型和重塑提供有力支持。在调研服务设计的理论发展及其在图书馆领域的研究和应用,论证服务设计用于高校图书馆地方文献服务的可行性基础上,利用“服务设计蓝图”和“服务设计触点框架”两种常用工具,开展基于国内外代表性高校图书馆的多案例研究,最后从服务触点优化、为用户赋能赋权、精准服务定位等方面提出我国高校图书馆开展地方文献服务的策略,让高校图书馆为用户提供长效而精细化的地方文献服务,保留本土记忆与文化多样性。

Local collections in university libraries embody the regional culture and development,as well as the mission and vision of libraries,however,many libraries are poorly equipped to exploit local studies collections because of stretched budgets and resources.As an interdisciplinary theory,service design can provide a strong support for reshaping services in public organizations.In the first step,this paper introduces the theoretical development of service design,then investigates the applications in the library field,for demonstrating the feasibility that applying service design to local studies collections services in university libraries.Based on this,a multi-case study is carried out using two common tools:“Service Design Blueprint”and“Service Touchpoint Framework”.Finally,the strategy of local collections service in Chinese university libraries is proposed in terms of service touchpoint optimization,user empowerment and precise service positioning,which helps university libraries to provide long-lasting local collections services.