网红图书馆用户体验分析及提升策略——基于KH Coder的用户评价文本挖掘

User Experience Analysis and Improvement Strategy of Internet Celebrity Library:User Comments Text Mining Based on KH Coder

随着新馆建设和空间改造,越来越多的图书馆成为网红。为了分析网红图书馆的用户体验,采集大众点评网上天津市“滨海新区图书馆”词条下的用户点评文本,借助ROST EA软件进行情感分析,运用KH Coder软件进行词频、共现、主题和差评问题分析。研究发现:大多数用户对网红图书馆持正面情感,其关注焦点集中于拍照打卡、馆藏图书、阅读环境、地理位置、管理制度、人员服务和儿童进馆等方面;点评主题有6个,分别是地址及开馆事项、拍照感受体验、设计造型特色、读书环境评价、休闲观光功能和入馆相关事宜等;差评抱怨主要集中于6个方面,包括氛围、馆藏、环境、排队安检、管理制度和工作人员等。提出若干用户体验提升策略,如注重品牌营销、丰富建设内涵、增强人文关怀精神等。

With the construction of new libraries and space renovation,more and more libraries have become Internet celebrities.In order to analyze the user experience of Internet celebrity library,this paper collects the text of user com⁃ments under the entry of“Tianjin Binhai Library”on Dianping.com,and carries out the sentiment analysis with ROST EA software,and analyzes the word frequency,co-occurrence,themes and negative comment by using KH Coder software.The research has found that most users have positive feelings towards the Internet celebrity library with the focus on photo punching,library collection,reading environment,geographical location,management system,staff services and chil⁃dren’s access to library;six commented themes including the address and opening items,photo experience,design and modeling features,reading environment evaluation,leisure and sightseeing functions,and related matters of entering the library;the negative comments and complaints mainly on the atmosphere,collection,environment,queuing security check,management system and staff.This paper puts forward some strategies to enhance user experience,such as empha⁃sizing brand marketing,enriching construction connotations,and enhancing the spirit of humanistic care.