Library User Relationship Management:Evolution,Realistic Challenges and Development Path
In the new era of digital and intelligent transformation and development,libraries are facing new challenges in their information organization and user service models.It has become crucial and practically significant for libraries to maintain their information service advantages and enhance their core competitiveness through user relationship management.Libraries have always adhered to the"user-centered"service philosophy.In the face of the digital and intelligent era,user relationship management is seen as a powerful tool to promote the modernization and high-quality development of libraries.Through research methods such as literature review,comparative research and case analysis,this study examined the research progress of user relationship management under different library forms.It analyzed specific practical cases of user relationship management in 11 libraries at home and abroad from two dimensions:effective measures and existing deficiencies.It also explained the three major challenges faced by library user relationship management in the context of the digital intelligence era,namely,the diversity of users'ways of utilizing libraries,the polymorphism of user resources and spatial demands and the criticality of user environment and data security.On the basis of the development process and practical challenges,the article constructs a development path for user relationship management from four aspects:(1)establishing a system of user relationship management,including clarifying the significance and objectives of user relationship management,decomposing user relationship management into specific tasks and establishing an effective user relationship maintenance mechanism;(2)innovating user service logic and interaction mechanisms,including constructing a hierarchical interaction mechanism based on user sources,building an interactive co-creation mechanism based on user needs and constructing an evaluation and feedback logic based on service optimization;(3)focusing on the construction and application of user data systems,including perceiving user needs,segmenting user groups,constructing user personas,providing personalized services and ensuring user security;(4)cultivating a user-oriented librarian capability system,including consolidating basic cognition centered on users,cultivating essential qualities for user relationship management and enhancing professional capabilities for user-oriented services.Through systematic research and path construction of user relationship management,this article can provide useful references and implementation guidelines for user relationship management in libraries in the new era,promoting innovative development in the library cause.
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