Research To Colleges And Universities Library's Serving For Reader Based On The Theory Of Customer Relationship Management

With the higher education flourishingly develops in our country, the library of higher learning institution grows up in recent years also rapidly. "The library of higher learning institution is the school document communication center", "the library of higher learning institution should adopt the modern technology actively, put scientific management into practice, improve quality of business job and the standard of service unceasingly to meet the reader's demands with farthest, and provide with the practical effective document information guarantee for school teaching and study of science". The significance of serving to the library also increases with each passing day, which requires that the starting point all colleges and universities library jobs is to serve for reader, provide reader with high grade service, and meet reader's requirements with farthest.This thesis wields the method of combining Customer Relationship Management theory and the library practice each other to resolve actual problem with the library of Shanghai Finance Academy effectively, and has a certain application value effectively. At the same time, the author takes method of activity research, as being a role of researcher and practical worker, to lift the service idea of "centering on reader" from library of colleges and universities and reach the purpose improving the ability and quality of service from library ultimately, which also provide demonstration and experience for same kind universities and colleges to actual research "library serves for reader".The thesis includes following several contents mainly:(I) Current situation of service: Carrying out questionnaire investigation specifically for Shanghai Finance Academy college student aiming for their using document resources, communication ability, information requirement and library information service condition, added up with forms of having an informal discussion, visiting together talk and on-the-spot inspection, depends on the typical cases of which the author has analyzed the development status of school, reader's status as well as resource construction and information service status of the library and etc. concretely so as to make foundation for the next research of seeking problems and bringing forward tactics. ( II ) Existing problems: The existing problems with library are shown out comparatively clearly and systematically with statistics and charts accordingly by analysis to reading behaviors and reading rule of "reader" as serving object of library, and resource construction and information service of the library, and collection to these existing problems so as to establish basis for next possible providing more pertinence countermeasure and suggest.(III) Improve suggestion: Grasping all above analytical problem, combining with the current situation of "great-leap-forward development" of this academy, investigation and discussion and analysis to reader, the library serving, and the academy etc. aspects respectively, reference to work method of other colleges and universities, and combining with the current situation of "great-leap-forward development" of the academy, thereby the author presents: Developing information resources of reader deeply to finish managing the reader file; Sharpening document resource builds to broaden serving channel; Reinforcing communication and exchange with reader; Reinforcing reader's service and education; Sharpening cooperate with reader etc. tactics and suggestion serving for reader, having pertinence's, but operation.