摘要
用户是图书馆价值之源,新时代图书馆面临着用户市场的新挑战。论文基于实践研究,归纳出图书馆导入用户关系管理的关键环节,并系统介绍了东莞图书馆在认知服务对象、细分用户群体、用户发展方式、服务优化、服务满意评价等方面的创新实践举措。
Users are the source of the value of the library. In the new era, the library faces the new challenge of the user＇s market. On the basis of the practical studies, this paper sums up the key links that the library channels into user＇s relation management, and systematical-ly introduces the Donggnan Library in the cognitive service object, subdivide user＇s colony, user development way, and service satisfaction ap-praisal and other innovative practice actions.
出处
《新世纪图书馆》
CSSCI
2013年第7期27-30,共4页
New Century Library
关键词
图书馆
用户
客户关系管理
管理模式
Library
Customer
Customer relationship management
Management model
