Practice and Reflection of Academic Library Space Reconstruction Through the CRM Perspective—A Case Study of Nanjing Normal University Library
"User-centered"serves as the strategic goal and guiding principle of academic libraries'work.The theory of Customer Relationship Management(CRM)represents the specific embodiment of"user-centered"within library context,which plays an important guiding role in library development and has strong applicability and practical value for library space reconstruction.This article adopts the perspective of CRM and takes Nanjing Normal University Library as a case study to explore the overall framework of library space reconstruction,including construction goals,implementation routes,and detailed space functions,aiming at better adapting to the changes in modern university education and learning modes.The research employed literature review,case study,and qualitative analysis as its main research methods.It introduced CRM concepts and aligned them with the practical requirements outlined in the"Compass of Academic Library Modernization Report on User Relationship Management"to form a comprehensive understanding of academic library space reconstruction best practices.The study followed the principles that user benefit is the driving goal for high-quality library development,user trust is the important cornerstone for library transformation and development,and user participation is the source of vitality for innovation and development.With the goal of building a"full benefit"space with user satisfaction,a"high trust"space with humanistic care,and a"wide participation"space with distinctive features,this paper discussed how to obtain,refine,implement and test user needs in project practice,thereby optimizing user experience.It explored the construction of learning spaces driven by user needs,academic spaces for serving talents,cultural spaces for fostering user communication,and creative spaces for expanding user participation.Through the specific case of Nanjing Normal University Library,the study extracted the practical value of CRM theory to space reconstruction.Facing the future,the academic libraries will become central hubs for information service,campus culture construction,student learning,teaching support,scientific research support and management and decision support through literature resource integration,spatial process reengineering,reading activity innovation,academic exchange reconstruction and AI4Science.Supporting by the digitalization of education and the construction of the future learning center,the space reconstruction of academic libraries will also focus more on the individual needs of users'learning and growth,better adapt to the changes of the times and development needs,and play a more dominant role in the school's teaching and research system.
Users of Academic LibrariesCustomer Relationship ManagementSpace Reconstruction of LibrariesUser-centered
NETL
NSTL
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