区域高校图书馆联盟文献信息服务的用户留存实证研究

Empirical Study on User Retention of Document Information Service of Regional University Library Alliances

[目的/意义]构建数据驱动的用户留存分析框架,赋能区域高校图书馆联盟提升馆藏资源共建共享效益和用户增长,开拓精准化文献信息服务新途径。[方法/过程]以福建省高校数字图书馆文献信息服务为实证对象,融合同期群阶段划分构建用户留存实证分析框架,以业务战略和服务场景为依托自上而下重构联盟高校图书馆的群体用户画像标签体系,继而采集全量用户行为数据描绘文献信息服务的共建共享效益、用户留存特征及其资源需求差异,最后依据次月留存期、选择留存期和平稳留存期等阶段探讨与之相适宜的用户服务策略。[结果/结论]实证结果表明:文献传递时效是用户留存的核心效益指标,开拓用户成长体系、提升用户粘性、沉淀用户储值成本和拓展服务功能势在必行。对处于不同用户留存阶段的用户群体,可以根据服务场景的业务度量指标制定差异化的精准服务策略。

[Purpose/Significance]Constructing a data-driven user retention analysis framework is to empower the regional university library alliance in enhancing the benefits of collaborative resource development and sharing,promoting user growth,and exploring new pathways for precision services in library collection resources.[Method/Process]Taking the digital library document information services of universities in Fujian Province as the empirical object,this article constructed a user retention analysis framework by integrating retention phase.Based on the business strategies and service scenarios,it reconstructed a group user profile label system of the alliance university library with a top-down approach.Then,it collected comprehensive user behavior data to reveal the collaborative construction and sharing benefits of document information services,the characteristics of user retention,as well as the differences in resource requirements.Finally,it explored appropriate user service strategies according to the subsequent month retention period,selective retention period,and stable retention period.[Result/Conclusion]The empirical results reveal that the timeliness of document delivery is a core benefit index for user retention.It is imperative to develop a user growth system,enhance user stickiness,solidify the cost of user stored value,and expand service functions.For user groups at different stages of retention,it can formulate differentiated precision service strategies on business metric indicators of the service scenario.