【作者】 刘梦琦；

【导师】 吴昌合；

【作者基本信息】 安徽大学 ， 图书馆学， 2012， 硕士

【摘要】 随着市场经济、计算机、网络等信息技术的快速发展,组织之间的竞争愈演愈烈,客户关系管理在企业竞争中的作用日益凸显；高校图书馆作为服务型组织,随着众多信息服务咨询机构、网上书店、数据库的大量涌现,其信息获取的重要地位正面临着前所未有的挑战；图书馆管理服务模式,在环境和资源的双重影响下,发生了巨大变化。在信息时代,图书馆应该着眼于用户需求的分析,以及如何满足用户需求,因此,高校图书馆全面引进用户关系管理,把“以用户为中心”的信息服务作为工作重点,全面贯彻“用户分析、用户信息交互、用户关系维持”为体系的用户关系管理理念,以提高用户满意度为工作目标,以优质的用户信息交互为手段,维持用户关系,保证图书馆在信息时代中的竞争力。用户关系管理理论要求图书馆不仅仅是着眼于“关系”二字,这是因为,关系维持的基础在于沟通,沟通是否有效取决于用户分析,因此,高校图书馆用户关系管理就不能撇开用户分析与用户服务不谈,否则,求的维持稳固的用户关系、吸引新用户等,将无异于无源取水。本论文将用户关系管理理论引入到图书馆工作实践中去,结合用户关系管理‘以客户为中心,提高用户满意度,改善用户关系”的核心理念,以及“用户研究、用户信息交互、用户关系’三位一体的管理体系,采用定量和定性分析法,对高校图书馆在信息服务过程中遇到的相关问题,进行分析研究,并提出相应的解决对策。本论文主要包括以下几方面的内容：(一)服务现状：本论文首先分析了用户关系管理应用于高校图书馆的背景和意义,在已有文献的基础之上,对高校图书馆用户关系管理的相关意义进行具体阐述和限定。然后针对国内相关典型案例,如对广东省立中山图书馆和武汉大学图书馆用户关系管理进行研究,并从用户研究、用户服务和用户关系等四个方面,分析高校图书馆较之于中山图书馆的用户关系管理差异所在；并从“用户研究”、“用户信息交互”、“用户关系”三个方面,对安徽大学图书馆用户关系管理现状进行调查分析,凸显高校图书馆用户关系管理中存在的不足之处,为进一步分析问题,奠定了理论和事实基础。(二)存在问题：结合用户关系管理的“以客户为中心,提高客户满意度,改善客户关系”,从用户分析、用户信息交互、用户关系维持等方面,分析现有高校图书馆管理服务中存在的问题,如缺乏图书馆自我分析意识、用户信息交互过程中存在多种缺陷、用户关系维持意识薄弱等,具体分析高校图书馆用户关系管理不足之处。(三)提出对策：依据图书馆用户关系管理理论体系,以及对国内图书馆用户关系管理的典型案例分析,论文第五部分从加强图书馆自身分析、改进图书馆内部用户关系、提供优质的用户服务、建立有效的信息反馈机制等措施,进行探讨分析,参考其他图书馆提供的服务和文献资料研究成果,从而提出有针对性的、可操作的建议,如改进业务流程,通过培训、考核、沟通等方式加强馆员关系,提供多类型的用户信息交互方式等等,为改进图书馆管理、提高用户服务效果作参考。更多还原

【Abstract】 With the rapid development of market economy, computer, networking and other IT technology, competition between organizations is becoming more intensified, and at the same time, user relationship management is becoming increasingly prominent in the enterprise competition. University Library is a service-oriented organization, but with the appearance of large numbers of the information services advisory body, the online bookstore, the status of its access to information is facing unprecedented challenges. The network environment has affected the operating mechanism of libraries, and the digital resource has changed the mode of library services. In the information services, the responsibility of the libraries should change its operating mechanism to provide what the users needed and focus on, and how to meet user’s demand. So, a comprehensive user relationship management is introduced to University Library, which takes "user-oriented information services" as key point and fully implements the "user analysis, user information exchange, client relationships to maintain" customer relationship management concept for the system, in order to provide users with professional, personalized services, and improve customer satisfaction for the library, at last improve the competitiveness of the library in the information age.The user relations management theory is not only focus on the "relationship", because relationship maintain is on the basis of communication, communication’s effects depends on user analysis, and therefore, the user relations management in university library can’t put aside the user analysis and customer service, or there no way to maintain solid user relations, attract new users. This thesis has put the user relationship management theory into practice in the library daily work. It studied the customer relationship management "user-oriented, user satisfaction improvement, user relationship improvement" core concept and the "user research, user interaction, user relations" trinity management system. It effectively solved the practical problems encountered in the university library management and has a certain value. Meanwhile, author’s qualitative analysis provide experience for similar institutions who are carrying out the empirical study of the Library customer relationship management, which enhance the University Library "user-oriented, customer satisfaction improvement, user relationship improvement" the service concept, in order to improve the capacity of library services.This thesis mainly included the following aspects of the content:(l)Service situation:First, this thesis analyzes the user relationship management used in the background and significance of the University Library. On the basis of existing literature, it described and limited the relevance of the University Library user relationship management. Second, against domestic typical case, such as the Guangdong Provincial Zhongshan Library user relationship management and Wuhan University library user relationship management, it comparative analysis the University Library URM differences compared to the Zhongshan Library URM. At last, it investigates and analysis Anhui University Library URM status from the "user research","user relationship","user relationship" three aspects, and further highlights the problems of the university library customer relationship management, laid the theoretical and factual basis for the further analysis of the problem.(2)Problems:This thesis studied the user relationship management "customer-oriented, improve user satisfaction, improve user relationship" core concept and the "user research, user interaction, user relations" trinity management system. It analysis the problems in the university library management service from "user analysis, user information exchange, user relationships to maintain" aspects, such as the library lack of awareness of self-analysis, a variety of defects in the interaction of user information, a poor sense of user relationships to maintain, and lay the foundation for the next step to provide more targeted countermeasures and suggestions.(3)Suggestion for the improvement:Seize the above analysis, and then combine with the theory of customer relationship management solutions to establish an effective feedback mechanism from the library’s own analysis,"library internal client relationships improvement, strengthen the sense of "user-oriented services". This thesis refer to the services provided by other libraries and literature research to propose targeted, actionable suggestions, such as increased awareness of self-analysis of the library, and improve internal user relationship, and provide multiple types of users interactively countermeasures to improve library management, and improve user service satisfaction for reference.更多还原