Practical Exploration of Improving University Library Services from the Perspective of User Relationship Management—A Case Study of Xiamen University Libraries
From the perspective of user relationship management,it is the key direction and trend for academic libraries to respond to changes in the new era,adapt to their own circumstances,take proactive actions,explore new opportunities and advance theoretical thinking and practical innovation in user relationship management so as to better advance the development of library services.To accurately understand patron needs and continuously optimize service strategies is the premise and guarantee for achieving the high-quality,connotative development of libraries.While advancing theoretical thinking and strengthening practical innovation,this paper aims to raise issues that need to be addressed in order to provide a reference for the construction and development of user relationships in university libraries.This article distinguished and defined the concept and connotation of library user relationship management from three aspects:subject-object relationship,purposes and goals,and concept and models.The practices of Xiamen University libraries in improving user relationship management and services were further explained.From the perspective of user relationship management,Xiamen University libraries adheres to the"patron-centered"service concept,shifts the mindset,keeps up with the times,achieving the transition from administrating the users to serving the users,and from theoretical thinking to practical implementation.On the basis of advancing theoretical thinking in user relationship management,Xiamen University libraries has made tangible results including:strengthening top-level design,expanding and improving services,enhancing trust and responsibility,and deepening user participation.Through concrete measures and actions,Xiamen University libraries has effectively improved user relationship management and services.Currently,there are still problems in the theory and practice of user relationship management in university libraries,such as overemphasis on idealistic and conceptual thinking,high levels of repetition and uniformity,and overuse of invitational approach.The paper suggests that in the future,there is a need to strengthen aspects such as practicality,operability,innovation,pioneering,mutual benefit,and self-awareness of user management in academic libraries.
Xiamen University LibrariesUser Relationship ManagementInnovationsPractice
NETL
NSTL
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