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1.
ABSTRACTPurpose: The present study aims to determine and compare the views of directors and users of public libraries on the use of social media for the marketing of library services.Methodology: Data collection was done through two researcher-made questionnaires, one from the viewpoints of directors and one investigating the views of users. The questionnaires’ validity was done by four libraries and Information Science professionals, and the reliability was determined by the Cronbach’s alpha coefficient. The statistical population of this research is made up of all directors and users of 12 public libraries of the city of Isfahan, one of the largest cities in Iran.Findings: In users’ viewpoints, the “interaction capability” is the most important feature that social media marketing can have in libraries. From the viewpoints of the directors, “creating a true picture of the role of the library” and “informing users about library services” are among the most important reasons for the marketing of libraries in the social media. From the perspective of both groups, the Telegram is the most appropriate medium for the marketing of library services.Results: To maintain their customers and their market position, libraries need to use more exciting tools such as social media for marketing. Library directors of this study emphasized on this fact and 79.1% of users expressed interest in receiving library information through social media.Value: The findings of this study would help the library directors to better decide on the marketing of their library services in social media.Type of the study: Scientific-Research 相似文献
2.
图书馆服务质量评价特征及补救策略 总被引：9，自引：0，他引：9
在分析图书馆服务质量的基础上,从用户感知的服务质量和用户满意度这一新视角分析图书馆服务质量及其评价标准特征。认为用户感知的服务质量包括两个方面：服务的技术质量和过程的职能质量,图书馆的服务质量等同于用户满意度。基于对服务质量的评价,提出服务补救策略实施的具体运作方法。 相似文献
3.
学科服务营销理念与实践探析 总被引：1，自引：0，他引：1
文章就高校图书馆如何与学科用户群体建立关系,使之成为图书馆的合作伙伴展开讨论。首先从营销理念出发探讨图书馆与用户建立关系,共同创造价值,实现双方共赢的可能性;然后结合学科服务实践讨论学科馆员与学科用户建立关系的方法;最后在剖析与学科用户合作共建馆藏案例的基础上,提出基于学科用户协同的图书馆资源建设与服务模式。 相似文献
4.
ABSTRACTAs staffing models evolve for academic library service points, online chat reference services require strategic analysis to improve efficiency and effectiveness. This paper will examine the perception of chat reference before and after staffing changes from faculty librarians, staff, and graduate assistants to non-MLIS library professionals and graduate assistants at Florida State University’s a large, public research university library. Our survey explores satisfaction levels and perception of both patrons and library personnel before and after the staffing change.Our analysis of 197 patron survey results determined that patrons are equally satisfied with non-librarian provision of chat reference services and found chat interactions to be comparable in quality and timeliness to chats staffed by librarians. Our research into staffer survey results revealed a slight decrease in satisfaction with operation of the service, notably in terms of confidence after the staffing transition even though this was not reflected in the patron satisfaction levels. This assessment indicates that library workers are equally as competent in staffing chat reference services as librarians from patron perspectives. As academic libraries continue to measure the value of staffing service desks with librarians, this study will provide relevant insight into how patrons and staffers are affected by changes in staffing models. 相似文献
5.
《Public Library Quarterly》2013,32(2):83-89
Abstract The author discusses seven measurable criteria that he accepts as defining a “great library”: Great libraries provide measurably superior service; have great funding; train and retrain their staffs; integrate their virtual, place and outreach services marketing; serve both the weakest and the strongest among their constituents; provide constituents with education and entertainment; and use virtual tools to offer a full range of timely information and services. These measurable characteristics define a modern library, the library that users want. 相似文献
6.
[目的/意义] 针对当前我国图书馆营销实践普遍存在的营销观念相对滞后、营销人才缺乏、营销类型单一等现状，引入5 GAP模型以指导图书馆更好地开展和改进营销服务。[方法/过程] 采用网络调查法、案例分析法，以纽约公共图书馆为例分析其营销实践，利用5 GAP模型工具，分析其营销过程中弥合4个差距的具体措施。[结果/结论] 总结出基于5 GAP模型的图书馆营销策略：规划"前-中-后期"营销一体化流程；设计服务创新下的"图书馆+"；实施契合图书馆文化的内部营销；加强外部沟通，提高用户参与度。 相似文献
7.
移动图书馆服务交互模型构建 总被引：2，自引：1，他引：1
社会化网络的繁荣给移动图书馆的迅速发展提供了丰腴的土壤,有利于扩展图书馆的信息服务,增进用户与图书馆体系的信息交互。从用户与移动图书馆信息服务的多维关系入手,在分析移动图书馆服务交互过程及其对交互质量的影响的基础上,构建社会化网络环境下的移动图书馆服务交互模型,该模型以用户交互为中心,结合社会化网络和虚拟社区,提供多元化、多层次融合式交互的信息服务,旨在完善和提高移动图书馆服务交互质量。移动图书馆服务交互质量成为用户评价图书馆总体服务质量的重要因素,交互质量的改变能显著提高读者的满意度。 相似文献
8.
图书馆服务接触研究对于提高图书馆服务质量和用户满意度具有积极意义。基于服务剧场理论,从馆员、用户、场景、表演四个方面分析了图书馆服务接触的四个因素及其对服务质量的影响机制,并具体从场景、表演、馆员、用户等四个视角讨论了面向服务质量改进的服务接触优化策略。 相似文献
9.
ABSTRACT The article relates how the Brooklyn Campus Library of Long Island University, despite limitations of physical distance and the varying conditions of the remote graduate campus at Westchester, makes every effort to face each challenge creatively with practical solutions for implementation. We share our findings and experiences—what worked and what did not—and what remains to be done in terms of supporting the curricula and bringing library resources and services to a mixture of remote site users. The authors recount how the gap between reality and the ideal is reduced and unique issues relevant to remote users are resolved by the Brooklyn Campus Library, in collaboration with other units of Long Island University. We relate how we combine library instruction with our marketing efforts to promote library resources and services. We also analyze survey data and interlibrary loan statistics to assess our success. The article contributes to the ongoing discussion of improving and promoting library resources and services to remote sites. 相似文献
10.
Muhammad Jaber Hossain 《图书馆管理杂志》2013,53(6):462-482
ABSTRACTThis article investigates students’ perceptions and expectations of service quality to understand the causes of dissatisfaction with the services delivered by the university libraries in Bangladesh. A total of 623 usable responses were collected from ten public and private university libraries in the country. The survey data were collected using a modified five dimensional SERVQUAL-based questionnaire, consisting of 26 service items. To determine the level of user satisfaction/dissatisfaction with the service items, the study used the disconfirmation theory with slight modification. It was found that users’ unrealistically high expectation for quality services is one of the key sources of their dissatisfaction. The other causes of dissatisfaction include lack of user-employee relationships, lack of attention to users’ needs, an external communication gap between library and users, lack of attention to enhance staffs’ performance, etc. Based on the service deficiencies identified, the study offers some measures that could be used as a way to improve service quality, and thereby user satisfaction. 相似文献
11.
高校Living Library服务现状调查分析 总被引：1，自引：0，他引：1
Living Library服务2008年传入我国,次年在国内高校正式开展。但是,服务理念和方式极具人性化的Living Library活动在国内并未形成规模效应。目前高校已开展的Living Library服务局限性很大,主要由图书馆、大学生组织或院校科研机构举办,活动场所局限于图书馆内部;活动范围很小,仅有4所高校开展过此类服务项目;活动主题单一,涉及的社会问题有限,仅是国内个别高校服务创新的一种尝试。这一全新的服务理论被图书情报学界和广大用户普遍接受尚需时日。 相似文献
12.
Modeling Web-based library service quality 总被引：1，自引：0，他引：1
Studies of e-service quality have consistently used adaptations of service-quality measurement tools that have been adopted and extended from traditional service-quality frameworks. However, a fresh insight into the investigation of key determinants of Web-based library service quality, with an emphasis on how library customers perceive service quality, has much to offer. Key determinants were identified, and contributed to the development and empirical testing of a proposed conceptual model of service quality that encompasses environment, delivery, and outcome quality. Unlike the disconfirmation approach, the performance-only measure was used. Participants included postgraduates and academic staff from four research intensive universities in Malaysia. Exploratory factor analysis and confirmatory factor analysis using structural equation modeling was carried out in order to develop and validate a measurement model for Web-based service quality, which included three second-order dimensions and eight first-order dimensions. Insights into the conceptualization of Web-based library-service quality as a multidimensional hierarchical construct are provided. The emergence of specific determinants specific to the Web services supports the notion that measurement of electronic-service quality is different from traditional services, though they may share some common factors. 相似文献
13.
主题图书馆建设中的若干问题与发展思考 总被引：1，自引：0，他引：1
主题图书馆是公共图书馆事业发展新时代的产物,从满足人民群众的基本文化需求提升到高品质的文化需求;从解决普遍均等服务的普通公共图书馆总分馆到解决专门服务的公共主题图书馆,主题图书馆的功能价值在不断彰显。目前主题图书馆建设中存在一些问题和误区,应当重点解决。今后,主题图书馆要走体系化发展道路和文旅融合发展道路;要加强主题资源建设,发展"主题+"模式;要将主题图书馆纳入公共图书馆总分馆制建设之中,在公共图书馆"十四五"规划中重点发展。要优化主题图书馆的科学布局,形成主题图书馆总分馆体系,让更多的地方、更多的市民享受到就近的主题图书馆服务。 相似文献
14.
Adebola Fabiku Laura Tomcik 《Journal of Interlibrary Loan, Document Delivery & Electronic Reserve》2013,23(3-5):137-150
Interlibrary loan (ILL) is a service that increases user access to resources, however it is of little use if no one knows about it. ILL statistics at libraries generally show that the service as a whole is well used, but upon closer inspection it becomes clear that these high usage statistics are generated by library power users, and not by new, novice, or intermediate users. When conducting thorough research, it frequently extends beyond the holdings of an individual library, which makes ILL essential. Therefore, it is important for users to know about and use this service. While ILL enhances what libraries can offer, very few libraries focus their marketing on ILL. Instead, most libraries simply lump ILL into the marketing of library resources and services in general. In this article we analyze libraries that have broken out of the mold to market ILL in innovative, cost-effective ways, and we will share the marketing campaign we undertook at Wheaton College (IL). 相似文献
15.
Abstract Providing distance learners access to library services does not automatically translate into usage of those resources. The literature on information-seeking behaviour of distance learners has indicated that they prefer to use local resources, as well as Web-based resources. This study investigates perspectives on library services and available resources for distance learners in the Teacher-Librarianship by Distance Learning program at the University of Alberta, Edmonton, Canada. The findings suggest that distance learners in this program tend to rely on local and familiar resources, have a lack of awareness or understanding of certain library services provided to them, rely heavily on electronic full-text availability, and may feel isolated from fellow students, resulting in low collaboration in the process of accessing information. The researchers suggest developing effective marketing strategies and collaborating with faculty to promote usage of library services provided to distance learners. 相似文献
16.
Brady D. Lund 《Public Services Quarterly》2020,16(2):112-123
AbstractThis article discusses the use of R programing language for executing a sentiment analysis of tweets pertaining to library topics. This discussion is situated within the literature of marketing and management sciences, which is employing methods of machine learning and business intelligence to make informed decision-making, and library administration, which has expressed great interest in social media engagement within its literature but has yet to adopt these types of analysis. Presented in this article is a sample code with instructions on how users may execute it within R to retrieve and analyze tweets relevant to library services. Two examples created using the code (analysis of top librarians’ tweets and analysis of posts about major book publishers) are used to demonstrate the functionality of the code. The code presented in this article may be used by libraries to analyze tweets about their library and library-related topics, which, in turn, may inform management and marketing design. 相似文献
17.
高校Living Library服务现状调查分析 总被引：2，自引：0，他引：2
Living Library服务2008年传入我国,次年在国内高校正式开展。但是,服务理念和方式极具人性化的Living Library活动在国内并未形成规模效应。目前高校已开展的Living Library服务局限性很大,主要由图书馆、大学生组织或院校科研机构举办,活动场所局限于图书馆内部;活动范围很小,仅有4所高校开展过此类服务项目;活动主题单一,涉及的社会问题有限,仅是国内个别高校服务创新的一种尝试。这一全新的服务理论被图书情报学界和广大用户普遍接受尚需时日。 相似文献
18.
青番茄图书馆免费服务模式及启示 总被引：1，自引：0，他引：1
青番茄图书馆"免费服务,送书上门"服务模式颠覆了图书馆传统借阅服务,基于电子商务的盈利机制开启了图书馆免费服务的新领域,其上门服务、跨域服务、增值服务、创意营销的模式和理念是Web2.0环境下图书馆服务发展的新内容。 相似文献
19.
移动通信技术的快速发展推动了用户对数字图书馆移动信息服务需求的增长。文章采用问卷调查方式对用户的移动信息服务需求展开研究,根据用户使用数字图书馆移动信息服务的经历,将参与调查的用户分为使用者与潜在使用者,分别对两类用户在移动信息服务功能、服务方式和信息内容三个方面的需求程度进行了对比分析。在此基础上,针对用户需求差异提出数字图书馆移动信息服务发展建议。 相似文献
20.
服务产品化创新了IT服务理念,对高校图书馆也有借鉴价值,有助于高校图书馆的理念创新、管理创新和服务创新,解决存在的问题,提升服务品质,彰显服务价值,主动适应时代发展和高等教育发展要求,为服务标准化提供可行途径,为强化读者导向模式提供思路,助其强化服务营销和品牌意识。 相似文献