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相对图书馆读者服务工作来说,读者投诉是检验图书馆服务质量的一面镜子,是一种宝贵的信息资源。正确处理读者投诉,对改进图书馆服务方式,提高图书馆服务水平有重大意义。反之,则会扩大和深化矛盾,影响图书馆的社会形象。所以,图书馆要重视读者投诉,灵活运用方法与技巧满足读者的需求,让投诉的读者转怒为喜,同时图书馆也可以得到一次“变坏事为好事”的机会。读者投诉的目的主要可以概括为两方面:一、读者希
Relative to the library reader service work, the reader complaint is to test the quality of library services is a mirror, is a valuable information resource. Correctly handling the complaints of the readers is of great significance to improving the service mode of the library and improving the service level of the library. On the contrary, it will expand and deepen the contradictions, affecting the library’s social image. Therefore, the library should pay attention to the readers’ complaints, flexibly apply the methods and techniques to meet the needs of the readers, and make the readers of the complaints turn around, and at the same time the library can also get the chance of “changing bad things into good things”. The purpose of the reader’s complaint can be summarized mainly in two aspects: First, readers hope