A Study Of University Library Development Based On User Relationship Management Theory

With the rapid development of market economy, computer, networking and other IT technology, competition between organizations is becoming more intensified, and at the same time, user relationship management is becoming increasingly prominent in the enterprise competition. University Library is a service-oriented organization, but with the appearance of large numbers of the information services advisory body, the online bookstore, the status of its access to information is facing unprecedented challenges. The network environment has affected the operating mechanism of libraries, and the digital resource has changed the mode of library services. In the information services, the responsibility of the libraries should change its operating mechanism to provide what the users needed and focus on, and how to meet user’s demand. So, a comprehensive user relationship management is introduced to University Library, which takes "user-oriented information services" as key point and fully implements the "user analysis, user information exchange, client relationships to maintain" customer relationship management concept for the system, in order to provide users with professional, personalized services, and improve customer satisfaction for the library, at last improve the competitiveness of the library in the information age.The user relations management theory is not only focus on the "relationship", because relationship maintain is on the basis of communication, communication’s effects depends on user analysis, and therefore, the user relations management in university library can’t put aside the user analysis and customer service, or there no way to maintain solid user relations, attract new users. This thesis has put the user relationship management theory into practice in the library daily work. It studied the customer relationship management "user-oriented, user satisfaction improvement, user relationship improvement" core concept and the "user research, user interaction, user relations" trinity management system. It effectively solved the practical problems encountered in the university library management and has a certain value. Meanwhile, author’s qualitative analysis provide experience for similar institutions who are carrying out the empirical study of the Library customer relationship management, which enhance the University Library "user-oriented, customer satisfaction improvement, user relationship improvement" the service concept, in order to improve the capacity of library services.This thesis mainly included the following aspects of the content:(l)Service situation:First, this thesis analyzes the user relationship management used in the background and significance of the University Library. On the basis of existing literature, it described and limited the relevance of the University Library user relationship management. Second, against domestic typical case, such as the Guangdong Provincial Zhongshan Library user relationship management and Wuhan University library user relationship management, it comparative analysis the University Library URM differences compared to the Zhongshan Library URM. At last, it investigates and analysis Anhui University Library URM status from the "user research","user relationship","user relationship" three aspects, and further highlights the problems of the university library customer relationship management, laid the theoretical and factual basis for the further analysis of the problem.(2)Problems:This thesis studied the user relationship management "customer-oriented, improve user satisfaction, improve user relationship" core concept and the "user research, user interaction, user relations" trinity management system. It analysis the problems in the university library management service from "user analysis, user information exchange, user relationships to maintain" aspects, such as the library lack of awareness of self-analysis, a variety of defects in the interaction of user information, a poor sense of user relationships to maintain, and lay the foundation for the next step to provide more targeted countermeasures and suggestions.(3)Suggestion for the improvement:Seize the above analysis, and then combine with the theory of customer relationship management solutions to establish an effective feedback mechanism from the library’s own analysis,"library internal client relationships improvement, strengthen the sense of "user-oriented services". This thesis refer to the services provided by other libraries and literature research to propose targeted, actionable suggestions, such as increased awareness of self-analysis of the library, and improve internal user relationship, and provide multiple types of users interactively countermeasures to improve library management, and improve user service satisfaction for reference.