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论文编号：	12346
作者编号：	2120183101
上传时间：	2021/6/8 11:23:02
中文题目：	基于用户需求的省级公共图书馆微信公众号服务模式研究
英文题目：	Research on WeChat Public Account Service Mode of Provincial Public Library Based on User Demand
指导老师：	王知津
中文关键字：	省级公共图书馆；微信公众号；用户需求；服务模式构建
英文关键字：	Provincial Public Library; WeChat official account；user needs; service model construction
中文摘要：	随着移动互联网、人工智能、大数据以及智能终端设备的发展与应用，省级公共图书馆的服务渠道逐渐多样化，微信公众号成为移动服务的重要载体。信息时代，用户需求在图书馆信息服务中越来越重要，不断推动以用户体验和用户需求为出发点和落脚点的信息服务模式将成为未来公共图书馆服务的重要演进趋势。 本研究通过用户需求调查、案例调研等方法对省级公共图书馆微信公众号的服务模式进行研究，尝试构建一个全面、系统的基于用户需求的服务模式，提升省级公共图书馆微信公众号的服务质量，优化用户使用体验。本研究主要开展了以下四部分研究： 首先，对337名省级公共图书馆微信用户的使用需求调查与分析，通过归纳总结，提炼出适用于省级公共图书馆微信服务的五类用户需求：功能需求、推送内容需求、交互需求、系统需求和安全需求。 其次，以浙江图书馆微信公众号为例进行案例调研，主要介绍了图书馆基本情况、基于五类需求对其微信服务内容分析，并总结了优缺点，为本研究服务模式的构建提供案例支持。 再次，基于需求调查、案例调研，以及对已有服务模式比较分析，构建了基于用户需求的省级公共图书馆微信公众号服务模式，确定了模式的五个要素，并提出了六种服务策略。 最后，为了更好地推广应用该服务模式，本研究分别提出总体实施策略和基于需求分类的实施策略，详细阐述具体做法，提升模式的适用性。 通过上述工作，在理论层面，本研究总结了省级公共图书馆的微信公众号服务的五类用户需求，模式构成要素，并构建了基于用户需求的省级公共图书馆微信公众号服务模式，在一定程度上为我国省级公共图书馆微信公众号的建设与发展提供了理论补充。在应用层面，通过具体案例调研为省级公共图书馆微信服务提供实践指导，并提出模式的实施策略，提升模式的适用性与可推广性，对于促进省级公共图书馆微信服务发展，提升用户体验具有一定价值。
英文摘要：	With the development and application of mobile Internet, artificial intelligence, big data, and intelligent terminal equipment, the service mode of provincial public libraries are gradually changing from offline to online. User needs are becoming more and more important in library information services. The WeChat official account of a provincial public library service model based on user’s needs will be an important evolution trend that user experience and the user demand as the starting point and the endpoint. Through the user demand investigation, case analysis to the provincial public library WeChat service mode for research, the paper trying to build a comprehensive and systematic provincial public library WeChat public service model, to promote the improvement of the service quality of the WeChat official account of provincial public libraries and optimize the user experience. This article mainly conducts the following four parts of research: Firstly, this study conducted a survey and analysis of the current situation of 337 library users from the aspects of WeChat public account satisfaction and users’ actual needs, summarized the needs reflected in the survey results, and extracted five types of user needs for the WeChat official accounts of provincial public libraries: functional requirements, content requirements, interaction requirements, system requirements, and security requirements. Secondly, took the WeChat official account of the Zhejiang Provincial Public Library as an example to conduct case analysis. It mainly introduced the basic situation of the library, analyzed its WeChat service content based on five types of needs, and summarized the advantages and disadvantages to provide for the construction of the research service model Case support. Thirdly, based on results of demand investigation, case studies, and comparative analysis of existing service models, a provincial public library WeChat official account service model based on user needs was constructed, five elements of the model were determined, and six service strategies were proposed. Finally, in order to promote the application of the service model, this study respectively proposes an overall implementation strategy and an implementation strategy based on demand classification, elaborates specific practices, and promotes the applicability of the model. In the light of the research, at the theoretical level, this research summarizes the five types of user needs and model components of the WeChat official account service of provincial public libraries, and builds a provincial public library WeChat official account service model based on user needs. To a certain extent, it provides a theoretical supplement for the construction and development of the WeChat official account of provincial public libraries in my country. At the application level, it provides practical guidance for the WeChat service of provincial public libraries through specific case studies, and proposes the implementation strategy of the model to improve the applicability and spreadability of the model, which is useful for promoting the development of WeChat services of provincial public libraries and improving users Experience has a certain value.
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