خانه / کاربر کتابخانه / ترمینولوژی مطالعات کاربران: مراجعه‌کننده، مشتری یا میهمان؟ * اولین امتیاز را ثبت کن

ترمینولوژی مطالعات کاربران: مراجعه‌کننده، مشتری یا میهمان؟

فارست و باستیک (۲۰۱۳) سه رویکرد مختلف برای مواجهه با کاربران کتابخانه را مقایسه کرده‌اند:

۱- اگر ملاک ارزیابی موفقیت کتابخانه بر مولفه‌های «ورودی» متمرکز باشد، کاربر کتابخانه نقش «مراجعه‌کننده» را برای ما ایفا می‌کند و «تراکنش»های او برای ما اهمیت دارد. در این موقعیت کتابخانه در جایگاه «نگهبان» به «کنترل» کاربران می‌پردازد.

۲- اگر ملاک ارزیابی موفقیت کتابخانه بر مولفه‌های «خروجی» متمرکز باشد، کاربر کتابخانه نقش «مشتری» را برای ما ایفا می‌کند و «خدمت»های کتابخانه به او اهمیت می‌یابد. در این موقعیت کتابخانه در جایگاه «دستیار» به «ارتباط» با کاربران و ارائه خدمات به آن‌ها می‌پردازد.

۳- اگر ملاک ارزیابی موفقیت کتابخانه بر «برآمد»های آن متمرکز باشد، کاربر کتابخانه نقش «میهمان» را برای ما ایفا می‌کند و «تجربه»های او برای ما اهمیت می یابد. در این موقعیت کتابخانه در جایگاه «شریک» به «همکاری» با ایشان می‌پردازد.

 این مقاله در ایفلا ژورنال منتشر شده است. متن کامل این شماره مجله از اینجا قابل دریافت است. مشخصات مقاله نیز به شرح زیر است:

Forrest, Charles; Bostick, Sharon L. (2013). Welcoming, flexible, and state-of-the-art: Approaches to continuous facilities improvement. IFLA Journal, 39(2) 140–۱۵۰

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