收稿日期: 2014-08-27
修回日期: 2014-09-27
网络出版日期: 2014-11-05
Analysis and Enlightenment of Complaint Management of the Library in Germany
Received date: 2014-08-27
Revised date: 2014-09-27
Online published: 2014-11-05
刘美 . 德国图书馆抱怨管理分析与启示[J]. 图书情报工作, 2014 , 58(21) : 35 -40 . DOI: 10.13266/j.issn.0252-3116.2014.21.005
Seeking "Zero Complaint" is the common goal of libraries. This paper introduces the general situation of complaint management of the libraries in Germany, draws flowchart of the complaint management, and explains how these libraries step by step accomplish their well-planned, well-organized complaint management and organizational structure in details. On the basis of summarizing the practice of complaint management in Germany and analyzing the situation in China it proposes some suggestions which include establishing a Complaint-Management-System, steadily popularizing the complaint management, building a central department, taking all kinds of methods to handle users' complaints, and paying special attention to internal-complaint-management and analyzing of the complaints of library users. The discussion and analysis of complaint management experience in German libraries provides the guidance for library complaint management in China which is still in its infancy.
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