共查询到19条相似文献，搜索用时 125 毫秒
1.
在知识经济时代,知识管理是知识创新和增值的一种手段。图书馆是知识的集聚地,知识管理的水平决定着图书馆现代服务的水平。提供高附加值知识产品的图书馆现代服务具有"两新四高"的特征,实现图书馆现代服务的途径在于提升服务质量,提升城市化水平,培养专业人才,把服务理念与文化融合到图书馆现代服务中。 相似文献
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知识经济时代,对图书馆的服务提出了更高的要求。图书馆应尽快实施知识管理,将知识管理的理念和方法深入贯彻到图书馆活动中,采取切实可行的知识服务机制。本文从研究与开发用户资源、变革组织形式、提高图书馆员素质等方面提出了几点基于知识管理的图书馆知识服务策略与建议。 相似文献
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在知识管理实践活动中,组织文化扮演着极其重要的角色,面对飞速发展的信息技术、数字化技术与网络技术,图书馆只有探索知识管理的服务理念,构建创新性组织文化才能赢得未来的发展。构建基于知识管理的图书馆创新性文化是提高其服务效率和效益的一种必然选择。 相似文献
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浅析高校图书馆的知识管理和知识服务 总被引：5，自引：0，他引：5
郭琦华 《图书馆理论与实践》2008,(6)
图书馆知识管理以知识管理理论为基础,以图书馆管理系统(包括信息与知识资源、人力资源、物资资源、技术与图书馆文化等要素)为管理对象。高校图书馆知识管理包括两个方面:信息资源的管理和智力资源的管理。本文重点对高校图书馆知识服务主体、客体、对象及环境四个方面做了阐述。 相似文献
5.
文章结合图书馆的管理现状,在阐述图书馆知识管理内涵和特点的基础上,从文献利用率、信息技术整合性、文化服务质量及人力资源建设四个方面分析了推广图书馆知识管理的必要性,并探寻有效的知识管理应用模式,从而提高图书馆的管理质量。 相似文献
6.
运用知识管理实施图书馆服务是一种全新的现代管理模式,也是知识经济时代发展的必然趋势。通过对知识管理与图书馆服务内容的阐述,揭示了两者之间的内在联系。在分析基于知识管理的图书馆服务模式的基础上,探讨了图书馆知识管理系统的构建与运行,以及图书馆服务功能的实现过程,提出了运用知识管理实施图书馆服务的策略,以提供全方位深层次服务,实现图书馆知识共享与服务创新。 相似文献
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8.
基于客户知识管理的企业信息服务创新研究 总被引：1，自引：0，他引：1
分析客户知识管理与客户关系管理的区别与联系,探讨客户知识管理的流程及客户知识管理对企业信息服务的重大影响,在此基础之上,提出推动客户知识管理环境下的企业信息服务创新的具体实施步骤为:在企业中确立以客户为中心的指导思想和管理战略,充分利用现代信息技术,创新企业信息服务方式,采取多种手段优化以客户知识管理为中心的信息服务流程。 相似文献
9.
图书馆知识管理是一个系统工程,既是一种策略和思想,又是一种技术。基于"基础设施-知识-提供"三重奏的图书馆知识管理系统架构,强调知识元素的层次划分以及知识服务的核心地位。基于"内容-服务-机制"三重奏的图书馆知识管理系统架构则是以知识内容管理为基点,通过知识资源整合、知识抓取和知识转移实现知识资源建设;以知识服务为核心,通过知识交流与共享、知识分析与优化服务、知识特色与个性化服务、知识发酵与创新服务为核心来构建知识服务体系;以机制知识管理为保障,建立"以人为本"的图书馆知识管理体系。 相似文献
10.
图书馆知识管理对图书馆管理的创新 总被引：82，自引：1，他引：81
图书馆知识管理创新了图书馆管理的基本理论(如概念、内容、职能、原则等),开创了图书馆知识管理的四种模式,完善了图书馆现有管理方法(如目标管理、全面质量管理和集成管理),创新了图书馆管理工作和图书馆文化的内涵。 相似文献
11.
本文分析了客户关系管理的概念、内容及方法,并探讨了如何将客户关系管理应用于图书馆联盟用户管理中,改善图书馆联盟用户管理方法,从而提升图书馆服务质量,提高图书馆竞争力。 相似文献
12.
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2013,45(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
13.
Factors affecting customer relationship management practices in Thai academic libraries 总被引：1，自引：0，他引：1
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2011,(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
14.
Mary Ann Venner 《Journal Of Access Services》2016,13(2):101-111
ABSTRACTThis article will describe how merging service points in an academic library is an opportunity to improve customer service and utilize staffing resources more efficiently. Combining service points provides libraries with the ability to create a more positive library experience for patrons by minimizing the ping-pong effect for assistance. The Access Services Department at the University of North Texas Libraries was charged with management of the circulation and reference services offered at the service desk. Streamlined planning and modernized management of the desk and its impact on customer service in a changing library environment will be discussed. 相似文献
15.
针对如何将知识资本理论引入大学图书馆的管理活动，把目前的大学图书馆资源整合提升至知识资本整合的层面，放大知识资源的整合效应，带来大学图书馆知识资本的增值和发展的问题，诠释了大学图书馆知识资本的含义和特征，并对构成知识资本的人力资本、结构资本与用户资本的整合方式和效能进行分析和探讨。 相似文献
16.
客户价值分析为图书馆知识服务及其营销策略提供了理论和方法基础。探讨了基于生命周期的客户价值分析的相关视角,并结合图书馆知识服务营销的理念和内涵,提出了知识经济环境下基于客户价值分析的图书馆知识服务营销的策略模式。 相似文献
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我国现有的数字图书馆系统都是以向用户提供服务为中心,较少涉及用户与馆员之间的交流和相互学习。构建一个由技术支撑的知识管理平台来实现数字图书馆的知识管理以及用户关系管理,对于数字图书馆的发展具有重要意义。图1。参考文献7。 相似文献
18.
图书馆咨询工作向"麦肯锡"学什么?--团队管理与客户管理 总被引：1，自引：0，他引：1
图书馆咨询工作虽然开展了很多年，但影响不大、成果不明显，主要原因是图书馆咨询队伍本身的管理与咨询用户(客户)的管理没有到位，本从咨询员的团队管理和客户管理二方面作了一些论述。 相似文献