摘要
基于用户感知理论深入挖掘了图书馆智慧服务质量形成规律;利用服务对象、服务内容、服务环境、服务方式四大要素,构建了具有影响、制约、驱动、反馈网状关系结构的图书馆智慧服务质量形成系统;论述了基于用户感知的图书馆智慧服务质量形成之动力(内部机理作用力、外部环境驱动力、联合作用驱动力),分析了这些动力的作用过程,即动力挖掘、动力转化、动力发展、动力调度4个环节,探讨了作用于动态认知、理性感知、效能理解的图书馆智慧服务质量形成过程;基于要素支撑系统结构、动力推动系统运转、过程决定系统机理三者的关系,构建了基于用户感知的图书馆智慧服务质量形成机理模型,使图书馆智慧服务可以主动感知目标用户、主动融合用户认知、主动兼容用户情景、主动贴近用户;建立了用户需求保障策略、内容资源保障策略、技术环境保障策略、服务效能保障策略,维护并促进质量形成生态系统按照质量形成机理作用顺利运转。
Based on the theory of user perception,this paper deeply digs into the law of the quality formation of library’s smart service,and by using the four elements of service object,service content,service environment and service method,constructs a library’s smart service quality formation system with the network structure of influence,restriction,driving and feedback,discusses the motive forces of the formation of library’s smart service quality including the internal mechanism forces,external environmental driving forces and joint driving forces,analyzes the acting process of these forces that are the four links of motive forces mining,motive forces transformation,motive forces development and motive forces dispatching,and probes into the formation process of library’s smart service quality acting on the dynamic cognition,rational perception and efficiency understanding,and based on the relation among the structure of element support system,the operation of motive forces propulsion system and the mechanism of process determination system,constructs the formation mechanism model of library’s smart service quality based on user perception,making the smart library service can actively perceive the target users,actively integrate user cognition,be actively compatible with user scenarios,and be actively close to users,and establishes the user demand guarantee strategies,content resource guarantee strategies,technical environment guarantee strategies and service efficiency guarantee strategies,maintaining and promoting the smooth operation of the quality formation ecosystem according to the quality formation mechanism.
出处
《图书情报导刊》
2021年第1期18-24,共7页
Journal of Library and Information Science
基金
2020年度中国图书馆学会阅读推广课题“基于智慧服务的图书馆阅读推广服务研究”(项目编号:YD2020B30)。
关键词
用户感知
智慧图书馆
智慧服务
质量形成机理
user perception
smart library
smart service
quality formation mechanism
