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论文编号：	11890
作者编号：	1120160834
上传时间：	2020/6/23 16:45:21
中文题目：	公共图书馆信息咨询绩效管理研究
英文题目：	Research on Performance Management of Information Consultation in Public Library
指导老师：	柯平
中文关键字：	公共图书馆；信息咨询；绩效管理；参考咨询；图书馆管理
英文关键字：	public Library; information consulting; reference service; performance management; library management
中文摘要：	信息咨询是图书馆的核心业务之一，国内外信息咨询在经历了一个多世纪的发展后已十分成熟。然而在外部信息技术环境的推动下，图书馆整体转型势在必行，用户需求越来越高，公共图书馆的信息咨询如何应对这些改变更好地服务用户成为一个亟待解决的问题。 当前公共图书馆的发展越来越强调效能导向，信息咨询是图书馆服务水平与服务效能的重要体现。本研究以绩效为切入点，通过全面的文献梳理与深入的理论分析探究了公共图书馆信息咨询实施绩效管理的可行性。通过网站调研、案例分析、读者问卷与馆员访谈等方式全面分析了当前公共图书馆四类信息咨询：指引性咨询、文献咨询、专题情报咨询和决策咨询的发展现状，并从读者需求角度与信息咨询馆员角度分析了影响信息咨询效能实现的关键性因素。研究分析了信息咨询的三个主要过程：咨询馆员与用户的沟通过程，图书馆对于信息咨询的内部支撑过程和用户对于信息咨询结果的吸收和内化过程。在此基础上借鉴绩效管理相关理论构建了基于平衡计分卡的公共图书馆信息咨询绩效管理理论模型；为了进一步明确信息咨询绩效管理的路径，在理论模型的基础上构建了公共图书馆信息咨询绩效管理流程模型，利用专家访谈对该流程模型进行了验证与修正、完善，最后结合该流程模型提出了具体的实施建议。主要贡献如下： 第一，构建了公共图书馆信息咨询绩效管理理论模型。研究分析了信息咨询的三个主要过程，探讨了四类信息咨询的关键绩效产出。在此基础上借鉴平衡计分卡相关理论构建了以图书馆战略为导向，在信息咨询的学习与创新、内部流程管理、信息咨询用户和信息咨询整体效益四个维度下的信息咨询发展具体目标和关键指标，并且在四个维度中嵌入了信息咨询的主要过程，明确每个过程中的绩效管理重点，该理论模型为公共图书馆信息咨询的绩效管理提供了理论上的指导。 第二，构建了公共图书馆信息咨询绩效管理流程模型。流程模型从顶层设计到底层实施，为信息咨询的绩效管理提供了具体的路径指导。操作层界定了当前信息咨询馆员的角色定位与用户之间的新型关系；管理层，从信息咨询的过程管理、结果管理和图书馆组织文化管理三个方面，提出信息咨询绩效管理的整体架构；详细分析了信息咨询的绩效计划、绩效实施、绩效评价和绩效反馈四方面的管理重点；战略层则从战略的角度提出信息咨询的顶层规划以及对规划的逐层分解。该模型为公共图书馆信息咨询绩效管理的开展提供了具体的参考依据。 第三，提出了我国公共图书馆信息咨询绩效管理流程模型实施建议。立足于我国公共图书馆信息咨询现状与未来发展趋势，从战略层、管理层和操作层分别提出信息咨询流程模型的实施建议，为公共图书馆信息咨询绩效管理流程模型的应用提供了具体的行动指南。 研究通过理论分析与实证研究，探索公共图书馆信息咨询绩效管理理论模型和流程模型以及流程模型的实施建议，在以下三方面取得创新： 第一，提出了公共图书馆信息咨询的分类体系，将其具体分为四大类：指引性咨询、文献咨询、专题情报咨询和决策咨询，为公共图书馆开展信息咨询提供可资借鉴的依据。第二，探讨了公共图书馆信息咨询绩效的来源和方向问题，并在此基础上构建了公共图书馆信息咨询绩效管理的理论模型，为公共图书馆信息咨询的转型提供理论指导。第三，以信息咨询绩效管理理论模型为基础，依据绩效管理的四个流程，构建了我国公共图书馆信息咨询绩效管理的流程模型并提出该模型的实施建议，对我国公共图书馆信息咨询效能的提升具有一定的实践参考价值。图20幅，表26张，参考文献200篇。
英文摘要：	Information consulting service is one of the core business of the library. Information consulting at home and abroad has matured after more than a century of development. However, driven by the external information technology environment, the overall transformation of the library has become imperative, and the needs of users are getting higher and higher. How to respond to these changes to better serve users with information consulting in public libraries has become an urgent problem. At present, the development of public libraries is more and more focused on efficiency. Information consulting is an important embodiment of library service level and service efficiency. Therefore, this study takes performance as a breakthrough, and explores the feasibility of public library information consulting performance management through comprehensive literature review and in-depth theoretical analysis. Through website surveys, case analysis, reader questionnaires and librarian interviews, the research analyzes the key factors that affect the effectiveness of four type information consultation in public libraries: guideline consultation, literature consultation, thematic information consultation, and decision-making consultation. The study further analyzes the three main processes of information consultation: the communication process between the librarian and the user, the library internal support process for the information consultation, and the user absorption and internalization of the information. Based on this, the theoretical model of public library information consulting performance management and the public library information consulting performance management process model are built on the basis of performance management related theories. The study also put forward the implementation strategies of information consulting performance management and specific improvement strategies of information consulting performance improvement in public libraries. The main contributions are as follows: First, a theoretical model for the performance management of public library information consulting is constructed. The study builds specific goals and key indicators centered on the library strategy in the four dimensions of information consulting learning and innovation, internal process management, information consulting users, and the overall benefits of information consulting; the theoretical model provides theoretical guidance for the performance management of public library information consulting. Second, the research construct a performance management process model of public library information consulting which based on the theoretical model. The process model is designed from the top to the bottom, which provides a concrete implementation path for the performance management of information consulting. The operation layer defines the new relationship between the role of the current information consulting librarian and the user. At the implementation level, the overall information management performance management is proposed from the three aspects of information management process management, result management, and library organization culture management; the Strategic layer proposes a top-level plan for information consulting and a layer-by-layer decomposition of the plan from a strategic perspective. This model provides a reference for the specific implementation of the performance management of information consultation in public libraries which helps to improve the overall library service level and social influence. Third, Suggestions on the implementation of the information management performance management process model for public libraries in China are proposed. Based on the actual foundation and future development trend of information consulting services in public libraries in China, we respectively propose corresponding implementation suggestions from the planning level, management level and operation level, and provide concrete action guidelines for the implementation of the information consulting performance management process model. Through theoretical analysis and empirical research, the public library information consulting performance management theoretical model and process model, as well as the implementation recommendations of the process model. The innovations of this article are as follows: First, it proposes a classification system for public library information consulting, which is divided into four categories: guidance consulting, documentation consulting, special information consulting and decision-making consulting, providing a reference for public libraries to carry out information consulting. Second, it discusses the source and destination of public library information consulting performance, and on this basis, constructs a theoretical model of public library information consulting performance management to provide theoretical guidance for the development of public library information consulting. Third, based on the theoretical model of information consulting performance, combined with the characteristics of public library information consulting, a process model of information management performance management of public libraries in China is constructed and corresponding model implementation suggestions are proposed to improve the effectiveness of information consulting services in public libraries in China. The improvement has certain practical operation reference value. 20pictures, 26tables, 200references
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