1. Learn from foreign successful experience to improve customer service efficiency.
The users of university libraries are divided into two categories, namely, on-campus readers and off-campus readers. Among the readers in the school, faculty members can read and borrow books with their ID cards, students can read and borrow books with their student ID cards, and special students such as special personnel and researchers can read and borrow books with the attached library use cards. The above personnel can apply for documents only by presenting their ID cards or student ID cards; Off-campus readers need to fill in the application form with their ID cards and apply for temporary reading cards; Due to the needs of research and investigation, you can apply for library cards for off-campus personnel. According to the diversification of readers' needs, library cards are also diversified: daytime reading cards, temporary reading cards, year-round reading cards, reference reading cards, general reading cards, periodical reading cards, group reading cards and so on. To ensure that readers of different users and levels can use the library equally.
2. Expand new service functions and establish complete service facilities according to readers' needs.
According to the needs of readers, online reservation can be provided, not only for books that have been lent, but also for newly published books and other lent books. If you can't find or lend books on the retrieval terminal of our library, you can fill in the book title, author, publishing house and publication date on the online book reservation form and leave your own contact information. The library will notify the reserved readers to come to the library to handle the relevant procedures according to the date of returning or purchasing books. For many precious newspapers and periodicals and books and materials that are difficult to borrow, the library can make them into CDs after purchase to meet the needs of readers at any time. Libraries can also provide complete leisure and entertainment service facilities based on the people-oriented management concept.
3. Strengthen the management of periodicals and reading rooms.
The management of periodicals and reading rooms is the focus of reader service. Except that the library adopts the pattern of full open shelves and large circulation in the lending area, other Chinese and foreign language reading rooms are kept separately. Books are shelved according to the method of China Library Classification, and readers can freely access books in the reading room with vouchers. The library regularly removes old books from shelves to ensure that new books are put on shelves and improve the circulation rate of books. In order to reduce misplacing, misplacing, loss, defacing, theft, etc. Managers can not only strengthen publicity and education for readers, but also take punitive measures such as stopping borrowing to strengthen management.
4. Do a good job in reference consultation and establish a platform to contact readers.
Establish an information development center, specializing in reference services. First, the main service desk, online consultation FAQ, mainly provides targeted consulting services and reading guidance services for library readers, answers targeted questions such as how to obtain documents, and answers readers' common questions. The second is the reference service of reading room, which is mainly to answer simple thematic retrieval questions related to the literature collected in this room and carry out designated reference service. Set up a designated reference reading room to store reference documents related to the courses taught by teaching and research personnel, such as reference books, manuscripts, papers, test questions, etc., for students to consult. Clear target audience, centralized data, consistent supply and demand, and good results. Third, advance consultation. Set up senior consulting posts in the reference reading room and key reader service room. When the reference consultants in the general reading room can't answer or the readers are not satisfied, they can seek the help of senior consultants, make use of network resources and electronic literature resources, and use digital resources and modern technology to carry out systematic and thematic reference consultation, so as to form an electronic consultation system combining characteristic resources with good service. In order to strengthen the contact between readers and the library and grasp and understand the demand trends of readers in time, the library has set up a suggestion box for network information service, which has built a bridge for information exchange between readers and the library, so that readers can feed back their own demand opinions and information to the library at any time, and the library can take the initiative in network information service.
5. Provide "people-oriented" personalized services
Personalized service is a service form based on humanized management concept. Humanistic management is a kind of advanced management with great difficulty and rich connotation, and its effect is often far-reaching, lasting and remarkable. Mobilize people's enthusiasm and enthusiasm through the flexible means of humanistic thought. Set objective standards and procedures, promote standardization, systematization and institutionalization of incentives, and make incentives have directions, inspection basis and evaluation rules. Encourage librarians to study by themselves, attend various academic conferences, carry out innovative research, enhance librarians' professional pride, and make librarians have a strong affinity and sense of responsibility. Readers are the foundation of the library's existence. We should pay attention to the differences and levels of readers, highlight their subjectivity and initiative, respect and trust readers, help readers, safeguard their privacy and give them more room for free development. And through the survey of readers' literature demand, hire representative readers to participate in library procurement to ensure the pertinence, practicality, timeliness and characteristics of books; Set up a reader education room and professional librarians to guide readers, and regularly train readers and freshmen to help readers understand the rules and regulations of the library and how to use it. The design of library homepage should not only have clear hierarchy, reasonable structure and clear priorities, but also enhance the interactivity of homepage, enhance the consultation project of online answering questions, fully reflect the concern for readers, provide timely services for special readers, and make library homepage truly become the window of humanized network information service in the information age, so that readers can truly enjoy the convenient, fast and relaxed humanized service in the information age.
Second, develop characteristic databases and enrich network information resources.
Characteristic collection and specialization are the strategic choices of university libraries in the network era. According to the effective development of information services and users' information needs, university libraries should vigorously develop and tap network information resources, and at the same time use the unique network information service resources of universities to establish a database of characteristic information resources. For example, dissertations, books donated by alumni or celebrities, information on teaching and scientific research achievements of key disciplines, various resources related to teaching reform, special collections of our library, excellent courseware of teachers, special teaching materials of key majors, excellent course information, etc. Systematically compile a large database according to subject categories, organize and participate in the sharing of network information resources, enrich network information resources, and provide users with various characteristic network information resources services.
Third, build a networked cooperative information consultation platform.
At present, digital reference service (virtual reference service, network reference service and electronic reference service) can be divided into reference service based on e-mail, reference service based on real-time interaction and reference service based on network cooperation. E-mail and real-time reference service play an important role in digital reference service, but information service often encounters complex problems beyond its own knowledge and available resources. Cooperative reference service can make full use of the manpower of participating libraries and rationally allocate personnel, which is conducive to the formation of complementary situations in different disciplines and professional fields. This kind of consulting service can submit users' questions to the most suitable libraries and reference librarians, which not only meets users' requirements, but also gives full play to the advantages of libraries and reference librarians, and is more conducive to promoting the common improvement of service levels of member libraries. As each member library follows the same service agreement and service quality requirements, it will form an overall effect and establish a good image of consulting service. Therefore, we should learn from the experience of foreign digital reference service, build a digital reference service platform based on network cooperation of university libraries in China, let more university libraries unite to form a distributed virtual digital reference service network, and provide transparent and seamless digital reference service for a wider range of network users.
Fourth, do a good job in user information education and improve readers' self-help information service ability.
1. Freshmen's library education should introduce the contents, electronic resources and main retrieval methods of online full-text database.
Besides introducing how to use the library, freshmen's library education should also appropriately increase the network full-text database, the introduction of electronic resources and the main retrieval methods. Let freshmen have a preliminary understanding of network information, and let them learn to use network information resources and broaden their knowledge horizons while using the library.
2. Teach readers the skills of network operation and improve the ability of network information retrieval.
Network information self-service should have certain network operation skills. Therefore, libraries should regularly introduce and explain the basic operating skills of network browsing, such as Internet introduction, World Wide Web introduction, e-mail and electronic document delivery (FTP), so as to improve readers' computer application skills and network information acquisition skills.
3. The content of literature information retrieval course should focus on the use of network information and electronic information.
The openness of network environment and the development of digitalization of information resources endow the literature information retrieval course in colleges and universities with new contents. The teaching content of literature information retrieval course in the network era should focus on the retrieval and utilization of electronic library, digital library and network information. Nowadays, the formation of network environment, rich network information resources and sharing environment in colleges and universities provides a broad space for network teaching of literature information retrieval course. In order to make students master the retrieval and utilization of electronic library, digital library and network information skillfully, the most advanced retrieval technology and means are applied in teaching to help students master the skills of network information retrieval. In teaching, we should pay attention to the combination of theory and practice, especially the retrieval of digital resources and electronic information should be combined with explanation and computer practice, so that college students can truly master the skills of obtaining information through the network.
4. For different readers, do a good job in user training of digital resources and network resources.
Digital resources have incomparable advantages such as large amount of information, many retrieval points, convenient, accurate and fast retrieval, and have become an important way for contemporary readers to obtain information. Therefore, it is very important to train readers on the use of digital resources. The user training of digital resources can be carried out in stages for college readers, which can be divided into faculty and students. When training the teaching staff in digital resources, in order to make them know the training information in time, the training notice should be drawn up in advance, including the training content and its introduction, the speaker, the training method, the training time and place, and the consultation contact person. For example, a few days in advance, by posting posters, distributing them to departments, linking to the school's office network, the library's home page, etc., let the faculty know the information of library digital resources training. Because teachers in colleges and universities practice the system of not attending classes, it is best to seek the opinions of all departments and arrange training time within the whole school. Teachers should receive the training of existing digital resources and progressive digital resources in a timely and step-by-step manner. Because the full-text network databases of colleges and universities are all open to the campus network, non-campus network users have no right to access them. Teachers who don't attend classes can't access the online full-text database on the off-campus network at home, and they need to use the information of the online full-text database for teaching and scientific research activities during their time at home. Therefore, when training teachers, we should pay attention to how professors browse the downloaded network full-text database information on non-campus network machines. College students entering the senior year need to complete graduation design and write graduation thesis. At this time, it is very urgent and important for them to master the skills of literature retrieval and the ability to apply literature information. Therefore, school libraries should organize and arrange digital resource training for graduates. It is best to organize and arrange multiple trainings from the last academic year of college students according to the needs of graduates. The training content should be based on a large authoritative Chinese and foreign language database with large amount of information. The training notice is publicized by posting posters and linking to the library homepage. Due to the limited seats in the training place, in order to ensure the effective training of graduates, an appointment should be made in advance after the training notice is issued. Make an appointment to determine the list of graduates of this training, and the second is to master the number of graduates who need to receive training in order to arrange the next few trainings. While training teachers and graduate students in digital resources, we should also teach other college students public databases regularly. Digital resource retrieval focuses on practice. Therefore, the training of digital resources is best carried out in the electronic reading room, and the training method should be combined with explanation and computer counseling. In order to ensure the quality of training, there should be lecturers and library backbones for computer counseling. Digital resource training is a long-term and arduous task for libraries. Therefore, it is necessary to do a good job of reader sign-in and reader statistics for each training, pay attention to collecting feedback from the trained readers, and establish and improve the digital resource training files for readers, so as to sum up experience frequently, adjust training contents and training methods in time, and constantly improve the digital resource training mode.
5. Using modern network environment to realize distance teaching of user training.
With the rapid development of network and computer technology, the training methods and forms of user education in university libraries show new characteristics. From the point of view of users' needs, users need to be trained at any time, anywhere and independently, and do not want to be limited by time, place and manpower, which makes online training a hot spot and development trend of library user education at present. University libraries should make full use of the advantages of network and information resources, rely on their own resources and technical strength, and strive to make courseware, write tutorials and carry out online user education to meet the different needs of various readers.
6. Cultivate a well-trained team of information service teachers.
The library needs a skilled teacher to ensure the work of the user network information service system. The library should create conditions to provide all kinds of continuing education opportunities for network information service teachers, at the same time, it should advocate and encourage self-study and improve its own information quality, so that the members of this team should not only have rich knowledge of library and information, but also be proficient in computer, foreign languages, network and document retrieval knowledge and skills, so that they can be competent for the network information quality education of the whole school. Teaching staff should have a clear division of labor, carry out targeted training, and constantly improve the ability and level of network information service in university libraries.