读者满意度引导下馆员回应力障碍及策略

Obstacles and Strategies of Librarians’ Responsiveness under the Guidance of Readers’ Satisfaction

读者满意度已成为图书馆质量评价的一项重要指标,该指标的提高很大程度上取决于馆员对读者意见的及时、有效回应。本文以湖南省教育厅阳光服务系统中六所高校网上大厅“阳光服务管理与监察系统”图书馆回应为例,从馆员认知水平、馆读反应程度、馆员处置能力、图书馆调控等四个维度分析了高校图书馆回应力逻辑,尝试优化阳光服务回应体系以提升高校图书馆价值。

Reader satisfaction has become an important index of library quality evaluation.The improvement of this index largely depends on the timely and effective response of librarians to readers’ opinions.Taking the library response of “Sunshine Service Management and Supervision System” in the online hall of six universities in the Sunshine Service System of Hunan Provincial Department of Education as an example,this paper analyzes the logic of university library response from four dimensions:librarians’ cognitive level,librarians’ reading response degree,librarians’ disposal ability and library regulation,and try to optimize the sunshine service response system to enhance the value of university libraries.