公共卫生事件下高校图书馆读者需求服务研究

Research on the service demand of university library users under public health events

文章从读者知识需求角度出发,探讨高校图书馆知识服务项目的内容属性,优化知识服务策略。梳理近3年研究学者发表的文章,在此基础上,运用小组头脑风暴,凝练出5大类27小类高校图书馆知识服务项目,引入KANO模型分析法,结合混合类分析,识别分析出高校图书馆服务内容属性。其中,魅力型服务2项,期望型服务2项,无差异型服务20项,混合型服务3项。结合Better-Worse系数分析,提出提升混合型服务项目,关注期望型服务项目,扩大魅力型服务项目,调整无差异型服务项目,以优化高校图书馆服务效能。

Starting from the perspective of user demand,this paper discussed the content attributes of knowledge service items in university libraries,optimized knowledge service strategies.Based on the articles published by researchers in the past three years,used group brainstorming to summarize five categories and 27 sub-categories of college library knowledge service projects,used KANO model analysis,and combined mixed category analysis to identify and analyze the attributes of college library service content,covering two attractive types,two expected types,20 undifferentiated types and three mixed types.Based on the analysis of Better-Worse coefficient,this paper proposed to improve mixed types,pay attention to expected types,expand attractive types and adjust undifferentiated types,so as to optimize the service efficiency of university library.