以读者为中心的服务策略探索——基于“广州医科大学图书馆2021年读者满意度调查”

Exploration of Reader Centered Service Strategy—Based on the "Reader Satisfaction Survey ofGuangzhou Medical University Library in 2021"

以“广州医科大学图书馆2021年读者满意度调查”问卷为基础,从馆员、馆藏、馆舍、宣传推展活动等方面对读者进行调查,基于724份有效调查问卷进行数据整理与统计分析,发现读者对馆员满意度总体93%以上,对馆藏满意度94%以上,对馆舍满意度86%以上,对宣传推展活动满意度96%以上,但读者对图书荐购、书香文化月活动的知晓度和参与度不高,读者用馆的不文明现象与行为也引起了读者的注意。针对读者满意度调查结果,提出了以读者为中心的5大服务策略:持续建设学习型、服务型创新型馆员队伍;着手打造学习为中心的众创空间;积极推行读者决策采购模式;同步开展线上线下阅读推广活动;努力构建舒适、安静、文明的阅读环境。

Based on the 2021 reader satisfaction questionnaire of Guangzhou Medical University,the author sent and received questionnaires for and from the readers among the aspects of librarians,collections,premises and publicity and promotion activities.Based on the data sorting and statistical analysis of 724 effective questionnaires,it is found that the overall satisfaction of librarians is more than 93%,the satisfaction of collections is more than 94%,the satisfaction of premises is more than 86%,and the publicity and promotion activities are more than 96%.However,readers'awareness and participation in the activities of book recommendation and book culture month are not high,and the uncivilized phenomenon and behavior of readers'library have also attracted the attention of readers.According to the survey results of readers'satisfaction,we put forward five reader centered service strategies:continue to build a team of learning,service and innovative librarians;Start to build a learning centered maker space;Actively promote the reader decision-making procurement mode;Simultaneously carry out online and offline reading promotion activities;Strive to build a comfortable,quiet and civilized reading environment.