基于用户关系管理的高校图书馆数字学术服务重塑

Remodeling of Digital Scholarship Services in Academic Libraries Based on User Relationship Management

在数字学术与“人工智能+”融合发展的背景下,高校图书馆面临满足用户即时性、个性化、精细化需求的挑战。本文采用文献调研方法,梳理了图书馆数字学术服务研究现状,并对42所一流大学建设高校的图书馆进行了网站调研。结果显示,我国高校图书馆数字学术服务目前总体上处于实践探索期,服务内容和服务方式等方面仍有待大幅提升。为应对这些问题,本文提出了基于用户关系管理理论的服务重塑流程,通过识别需求和动机、构建用户画像、服务设计与创新、实施与监督、馆员培训与发展五个阶段的紧密互动,洞察用户的偏好与需求,提供彰显用户主体性和能动性的数字学术服务,进而提升用户的学习与研究质量。

The advent and universal of scholarly communication and the widely application of artificial intelligence in digital scholarship have posed both opportunities and challenges for academic libraries with patrons anticipating more diversified library services delivered through convenient,customized and refined ways.This paper aims to investigate the current development of digital scholarship services in China's academic libraries and explore how these services can be reshaped based on user relationship management.With methods of literature review,the development trends and innovative models of digital scholarship services of academic libraries were studied.By website surveys,it probed into the digital scholarship services and the operational structure of libraries from 42 of the first-class universities in China.The study reveals a comparison of digital scholarship services in China and abroad and concludes that the digital scholarship services in academic libraries in China are still in its infancy.Although academic libraries are attentive to user relationships and continuously adapt their services to meet the diverse needs of users,there is a scarcity of universities capable of delivering comprehensive research services according to the scientific research paradigm and only a small fraction of the surveyed libraries have specific digital service department.Based on the theoretical foundation of user relationship management in the Compass Report for Academic Libraries on User Relationship Management released by Steering Committee of Academic Libraries in China,it proposes to remodel digital scholarly services in academic libraries in the context of digital scholarly communication from five perspectives.(1)To identify specific user demands according to scientific research life circle including data access,storage,analysis,and sharing.(2)To recognize different patterns of demands among disciplines and communities,constructing user profiles with differentiated service indicators and goals for efficient services.(3)To subdivide the digital scholarship services into three categories as basic services,expected services and value-added services based on the KANO model with detailed contents and standards to meet multi-level user demands.(4)To construct a multi-dimensional user management platform,integrating user data with library operational data to present the academic needs,research trends and service expectations of users and accurately evaluate the services through user feedback mechanisms.(5)To emphasis the importance of staff training by developing digital competencies,practices and knowledge to augment support for digital scholarship services.Further research on detailed remodel procedures and applications of user relationship management in practices are needed in future study.