图书情报工作 ›› 2018, Vol. 62 ›› Issue (12): 39-45.DOI: 10.13266/j.issn.0252-3116.2018.12.005

• 工作研究 • 上一篇    下一篇

图书馆创客空间用户信息服务需求分析与服务策略

王岚   

  1. 中共安徽省委党校图书馆 合肥 230022
  • 收稿日期:2017-12-29 修回日期:2018-02-02 出版日期:2018-06-20 发布日期:2018-06-20
  • 作者简介:王岚(ORCID:0000-0002-3729-7632),副研究馆员,硕士,E-mail:flutter7342@sina.com。
  • 基金资助:
    本文系2017年度安徽省哲学社会科学规划青年项目"图书馆创客空间信息服务及其绩效评估研究"(项目编号:AHSKQ2017D86)研究成果之一。

Analysis of User Demands for Information Service in Library Makerspaces and Service Strategy

Wang Lan   

  1. Library of Anhui Provincial Party School, Heifei 230022
  • Received:2017-12-29 Revised:2018-02-02 Online:2018-06-20 Published:2018-06-20

摘要: [目的/意义]利用KANO模型进行图书馆创客空间用户信息服务需求层次评估及满意度矩阵构建,识别图书馆创客空间用户满意度改善的关键因素,提出图书馆创客空间信息服务改善策略。[方法/过程]运用KANO模型分析法从环境与设施、创客馆员、资源与获取、用户服务四个维度设计图书馆创客空间信息服务需求调查问卷,以调查结果的统计分析得出图书馆创客空间用户信息服务需求指标类型并构建满意度矩阵。[结果/结论]提出完善图书馆创客空间信息服务的策略,主要包括根据创客用户需求类型完善信息服务、依据满意度矩阵确定信息服务改善的关键因素、随创客用户需求变化持续调整信息服务、构建信息服务满意度评价反馈机制。

关键词: KANO模型, 图书馆创客空间, 信息服务, 用户需求

Abstract: [Purpose/significance] This study makes an evaluation of user demands hierarchy for information service in library makerspaces through the KANO model, then it builds the satisfaction matrix. It also identifies the key factors to improve the satisfaction degree. At last, it puts forward strategies for improvement of information service in library makerspaces.[Method/process] This paper designed a questionnaire about user demands for information service in library makerspaces from four dimensions that include environment and infrastructure, makerspace librarian, resource and acquisition and user service by the analytical methods of KANO model. Then, based on the statistical analysis of the findings, the research gains indicator types appraisal of user demands for information service in library makerspaces and then built satisfaction matrix.[Result/conclusion] This paper puts forward the strategies of perfecting information service in library makerspaces, which mainly includes perfecting information service according to the types of user demands, identifying the key factors of improving information service according to the satisfaction matrix, adjusting information service continuously with the change of user demands, establishing appraisal feedback mechanism for satisfaction evaluation of information service.

Key words: KANO model, library maker spaces, information service, user demands

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