An Exploration of Library User Relationship Management Based on the SCRM Theory in the Context of Smart Library Construction—A Case Study of the Sichuan University Library
The smart transformation of libraries is reshaping their overall framework,leading to changes and upgrades in services and user relationships.Evolving user needs have placed higher demands on the timeliness,accuracy,and overall user experience of library services.Users have transitioned from being passive recipients to active participants and collaborators,necessitating libraries to leverage intelligent technologies to better understand user behavior and anticipate user needs.This also calls for the establishment of more efficient user management mechanisms to maintain stable relationships.This paper explores the theoretical and practical implications of user service characteristics and developmental needs in the context of smart library construction,using Sichuan University Library as a case study.It has focused on deepening of user relationships within the context of smart library development,thereby stimulating discourse on novel theories and the practical implementation of library user relationship management.Grounded in both literature review and empirical studies,the paper analyzes the shortcomings of conventional Customer Relationship Management(CRM)practices within the current landscape of smart library development.It advocates for the integration of Social Customer Relationship Management(SCRM)theory into the user relationship management frameworks of university libraries and proposes a SCRM-based model tailored for smart libraries.Using Sichuan University Library as a case study,the paper delves into the practical application of this model.Key insights include:(1)Establishing a two-way communication network through media convergence to enhance user interaction and behavior perception;(2)Employing data-driven intelligent information management to support precise service delivery and increase user engagement;(3)Developing conditional support mechanisms and incentive systems to foster value co-creation between users and libraries;(4)Building a multi-dimensional system to strengthen the library's service capabilities and maintain user relationship stability.The practical application of the SCRM model at Sichuan University Library demonstrates its effectiveness,feasibility,and sustainability in building bidirectional interactive,highly cohesive,and mutually beneficial user relationships.Additionally,the paper suggests that libraries should prioritize the development of smart library user service evaluation metrics and user relationship assessment frameworks.This will facilitate a more comprehensive understanding of user behavior and ensure the accessibility and sustainability of library services,fostering a deeply integrated and enduring user relationship.
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