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منشور کاربران کتابخانه

منشور مشتریان که با نام‌هایی مانند منشور حقوق استفاده‌کنندگان یا منشور مشتری‌مداری نیز شناخته می‌شود، یک بیانیه واضح است که حقوق مشتری را در قبال سیستم خدماتی برمی‌شمارد.

این منشور، ارباب رجوع را از حقوق خود مطلع می‌سازد و این حس را به او منتقل می‌کند که ما طرفدار و حامی منافع او هستیم، و اعتماد به نفس لازم برای استفاده از خدمات را به او می‌دهد. در مواردی که مشتریان ابهام دارند، یا احساس می‌کنند ممکن است بخشی از حقوق آن‌ها رعایت نشود، یا خود را ذیحق استفاده از خدمات تصور نمی‌کنند، انتشار منشور مشتریان ضرورت بیشتری می‌یابد.

نمونه‌هایی از منشور مشتریان را در کسب و کارهای مختلف ایرانی مشاهده فرمایید:

در مورد کتابخانه، می‌توان از عبارت «منشور کاربران کتابخانه» استفاده کرد. در ضمیمه سوم کتاب «خدمات کتابخانه‌های عمومی: رهنمودهای ایفلا/ یونسکو برای توسعه» با اشاره به این مطلب که تعدادی از کتابخانه‌های عمومی برای عرضه خدمات خود، چنین منشورهایی تهیه کرده‌اند، متن منشور کاربران کتابخانه عمومی باکینگهام شایر انگلستان را به عنوان نمونه ذکر می‌کند. در ادامه، متن این منشور را می‌خوانیم:

منشور مراجعه‌کننده خدمات کتابخانه
کتابخانه ایالتی باکینگهام شایر

ما خواستار آن هستیم که استفاده‌کنندگان در باکینگهام شایر خدماتی با کیفیت بالا را دریافت کنند. این منشور استانداردهایی را در اختیار ما قرار خواهد داد، که می‌خواهیم در تمام کتابخانه‌هایمان به کار بریم و شما نیز حق توقع چنین استانداردهایی را دارید. این منشور همچنین در صورتی که بخواهید خدمات ما تغییر یافته یا بهبود پیدا کند، چگونگی کار و اقدام را به شما نشان می‌دهد.

وعده کتابخانه ما

  • ما دارای شبکه‌ای از کتابخانه‌های شعبه و سیار در سراسر باکینگهام شایر هستیم. ما با مردم محل مشاوره کرده و به آن‌ها اطمینان خواهیم داد که ساعت‌های دایر بودن کتابخانه تا حد ممکن منعکس کننده نیازهای جامعه است.
  • فهرست‌های رایانه‌ای ما در هر یک از شعبه‌ها برای مشتری‌ها جزئیات کاملی از خدمات کتابخانه را فراهم خواهد کرد.
  • منابع امانت گرفته شده را می‌توان در هر یک از شعبه‌های ما عودت داد یا تمدید کرد و لازم نیست که فقط به شعبه‌ای تحویل داده شود که از آن امانت گرفته شده است.

وعده ما درباره خدمات

  • شما خدمات را از کارمندانی دریافت خواهید کرد که نشان شناسایی بر روی سینه خود دارند و تعلیم‌هایی درباره نحوه توجه به مراجعین دیده‌اند.
  • کارمندان ما مفید و مودب خواهند بود و دارای مهارت و تجربه کافی برای انجام کار خود به نحو احسن هستند.
  • شما به طور معمول بیشتر از ۳ دقیقه برای دریافت خدمات در مقابل میز درخواست، معطل نخواهید شد، مگر در ساعت‌های شلوغ.
  • در مدت زمانی که شما منتظر هستید، جوابی برای پرسش شما تهیه کرده یا به شما اطلاع می‌دهیم که چه مدت باید منتظر شوید.
  • ما به نامه‌ها و تلفن‌های شما به طور دقیق و کامل رسیدگی کرده و در مدت ۳ روز کاری به نامه‌های شما پاسخ می‌دهیم و در صورت ضرورت در مدت ۱۰ روز کاری جواب کامل تری ارسال خواهیم کرد.
  • ما ۷۰ درصد از اقلام درخواستی را در مدت ۱۵ روز و ۸۰ درصد آن‌ها را در عرض ۳۰ روز آماده و تهیه می‌کنیم. شاید برای اقلام عامه‌پسند مدت زمان بیشتری لازم باشد و برای اقلامی نیز که از خارج تهیه می‌شوند، باید مدت زمان طولانی‌تری تامل کنید و اگر سوال کنید، درباره پیشرفت کار درخواستتان شما را در جریان می‌گذاریم.

وعده ما درباره دسترسی به مواد کتابخانه و برابری و مساوات

  • ما خدماتی را فراهم خواهیم آورد که منعکس‌کننده تنوع فرهنگی و زبانی جوامع محلی باشد.
  • ما تمام تلاش خود را به کار خواهیم برد تا تسهیلات و خدماتی را فراهم آوریم که برای افراد معلول و ناتوان قابل دسترس باشد.
  • ما خدمات کتابخانه‌ای را برای رفع نیازهای گروه‌های ویژه مانند افراد خانه‌نشین و افرادی که تحت مراقبت‌های خاصی قرار دارند، فراهم خواهیم آورد.
  • ما برای کارمندان کتابخانه راهنمایی‌ها و کارآموزی‌های مناسبی خواهیم داد تا نیازهای مراجعان ما را بدون تفاوت و تبعیض برطرف سازند.

وعده ما درباره گوش دادن به اظهارات مراجعان و مشاوره با آن‌ها

  • ما در صورت نیاز اطلاعات بیشتری درباره خدمات خود در اختیار شما می‌گذاریم.
  • ما به اظهارنظرهای شما درباره خدمات خود گوش فرا می‌دهیم. اگر شما نظریه و عقیده‌ای دارید یا مایل به مشارکت در کار ما باشید، با مدیر کتابخانه محلی خود صحبت کنید یا فرم بحث، شکایات و قدردانی را پر کنید.
  • ما دست‌کم هر ۳ سال یکبار در هر کتابخانه از رضایت مشتری‌ها بررسی به عمل می‌آوریم و نتایج را منتشر می‌سازیم.
  • ما با مشتری‌های خود درباره مسائل عمده مربوط به خدمات، مشورت می‌کنیم و شما را در جریان تغییرات و پیشرفت‌ها قرار می‌دهیم.

* * *

اعمال خلاف وعده‌های داده شده در این منشور، به طور دقیق کنترل خواهد شد. استانداردهای ما همه ساله رسیدگی و بررسی شده و نتیجه حاصله منتشر خواهد گردید.

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