一线馆员不可忽视的服务细节

图书馆要在行业竞争中立于不败之地,必须借鉴企业的成功经验,在服务细节上下足功夫。特别是一线馆员在高频率和各种各样的读者直接接触的过程中重视服务细节,能有效的保证图书馆的信息服务质量,提高读者的满意度,最大限度地吸引读者,也更有益于促进整个图书馆事业的发展。文章从书目检索、书库导航、与读者交流等三方面分析一线馆员应该关注的细节并阐述了具体措施。

Service Details that Should Not Be Ignored by Librarians

If the libraries want to succeed in the fierce competitive environment, they should apply company＇ s rules to their work, attach importance to details. Especially the librarians serving the readers directly, they serve the readers everyday, deal with various problems including readers＇ complaints, details are critical to libraries＇ Service quality and readers＇ satisfac- tion and the attraction to the readers. The essay analyzes the details that the librarians serving the readers directly and gives some measures including books searching and the guide of stack rooms and the communication between readers and the librarians.