The era of knowledge economy puts forward higher requirements for library services. Libraries should implement knowledge management as soon as possible, thoroughly implement the concepts and methods of knowledge management in library activities, and adopt practical knowledge service mechanisms. From aspects of researching and developing user resources, changing the organizational form, and improving the quality of librarians, etc., this paper puts forward some strategies and suggestions for library's knowledge service based on knowledge management.
1 user resource research and development
Knowledge service is based on modern market demand. Compared with the traditional library service, it is more targeted at the needs of users. Centering on users' needs, according to the differences of objective factors such as users' age, education, life background, occupation, environment and society, as well as the resulting differences in subjective opinions and psychological literacy, we will integrate and manage users' needs and strive to improve the utilization rate of knowledge services under the requirements of all walks of life. It requires library staff to participate in the whole process, organize, screen, sort out and develop relevant knowledge content according to the specific requirements of users, and can provide the best solutions to users' problems. A very important point here is the preparation work before knowledge service. Only by knowing ourselves and ourselves can we solve the problem better. Therefore, it is necessary to research and develop user resources and conduct a comprehensive and systematic user survey. Only in this way can we analyze the specific problems and put forward the most suitable solutions to the problems according to the needs of different users, so as to achieve the best effect of knowledge service.
2. Establish the concept of knowledge service and strengthen librarians' awareness of knowledge service.
The knowledge service carried out by the library is based on the traditional management. Therefore, in order to realize the knowledge service of the library, we must first change the traditional "user acceptance" thinking and establish the service consciousness and thinking orientation with "user demand" as the core. Only by making it clear that users are the necessary basis for the survival of libraries, changing the traditional thinking and service mode of "libraries serve users and users receive services", changing users' passivity into initiative, and perfecting the traditional two-way relationship between libraries and users, can the survival and development of libraries be realized in the knowledge economy environment.
As a librarian, in addition to actively changing ideas, changing passivity into initiative and strengthening communication and understanding with users, we should also actively strengthen innovative thinking and improve the service level of the library. From the customer's point of view, through face-to-face conversation, holding reading month, exchange meeting, and issuing questionnaires on the demand for on-site knowledge services, we can understand the purpose of users coming to the library, what they hope to achieve through the library, and some suggestions for the future of the library. As far as the staff themselves are concerned, only by establishing a new sense of service, improving the level of knowledge and skills, combining with the needs of users, and strengthening the research on knowledge innovation and creativity can we better realize the innovation of knowledge service and promote the development of society, economy and culture.
3. Establish rich knowledge resources.
The first is objective resources, also known as explicit knowledge resources. As an important part of knowledge management, it is the most important and direct source for users to obtain knowledge information. With the development of science and technology, the Internet is also widely used in library services. Through modern information technology, traditional resources are sorted, organized, edited and stored according to a certain knowledge system, and a modern explicit knowledge base synchronized with entities and networks is formed to replace traditional search and search. Users can directly log on to the computer network for search, mining, integration and comparative screening, which greatly liberates the traditional sorting and searching work, not only facilitates book management, but also improves the utilization rate of users. The explicit knowledge base of entity and network synchronization has also become the main body of knowledge service in modern libraries.
Secondly, users' tacit knowledge resources, mainly including librarians' quality and users' experience. Knowledge service is an initiative and is constantly improving. Both parties benefit from the service. In addition to actively improving the skill level of personnel, the library should continue to focus on users' needs, explore users' needs through exchanges or questionnaires, and improve them into the knowledge service database, so as to improve the knowledge service level.
4. Change the organizational form and create the organizational structure needed for knowledge service.
As the core driving force and development subject of modern library management, knowledge service presents more obvious, professional, dynamic and personalized characteristics for users once it appears. For librarians, knowledge service has greatly liberated the shackles of traditional book management, and the pursuit of autonomy and the desire for professional authority and innovation have become the career promotion direction of librarians under knowledge service. Whether internally or externally, the development of organizational management mechanism has greatly improved the level of book management, better adapted to the needs of users, and has become the leading factor of its continuous development.
Specifically, there are the following two aspects: Internally, the traditional book management takes purchasing, cataloging, browsing, reading and collection as the process, and the main body is the library. Book resources lack interaction with the market and communication with users. Literature focuses on academic and theoretical research, and the browsing and reading of books and periodicals tend to be authoritative. The new knowledge management requires the library to take the user's demand as the main body of book purchase, respect the user's knowledge choice under the guidance of market and information, and realize the synchronous update of book resource management and network resource management. Traditional browsing and reading under books will be reformed into user-oriented search and use of knowledge and information, forming a process of screening, production, search and use under the guidance of the new economic environment. Externally, libraries are required to pay attention to cooperation and sharing while developing knowledge services. On the one hand, by expanding the opening of libraries, social public information resources are established on the basis of brainstorming and cooperation. On the other hand, with the enjoyment of * * * as the guide, we will expand the benefits of information exchange and resource integration, and enhance the enjoyment and development of * * * among users and needs.
5. Strengthen personnel training and improve the quality of librarians.
To strengthen personnel training and improve the quality of librarians, we should start from three aspects: first, strengthen the skills training of librarians, improve the service quality, and strive to establish knowledge-based service-oriented talents with overall awareness, mastery of professional knowledge, mastery of modern information technology and respect for the needs of modern library management users. Secondly, establish an open, dynamic and innovative knowledge service team. Book resources are all-encompassing, and more professionals need to participate. We should adhere to openness and compatibility as the main body, enhance the subjective initiative of management, and strive to form a multi-level professional knowledge service dynamic team. In this team, we should focus on serving users, and strengthen knowledge resource innovation, user communication and management innovation based on book resource management and informatization. It is required to actively and effectively screen, integrate and utilize knowledge resources, provide users with matching schemes and expansion suggestions, and realize the latest, best and most satisfactory scheme required by users. Thirdly, librarians can improve and perfect their comprehensive quality by absorbing excellent domestic scientific and educational personnel, on-the-job training, market training, foreign exchange and other angles. 6. Strengthen the quality control of library services and establish a user feedback mechanism.
Library services mainly include the arrangement and expansion of book resources, the quality of librarians, the service and feedback of library users. In addition to the perfection of resources and personnel software and hardware, the more important evaluation standard of library service quality is to satisfy users. It refers to a series of psychological activities such as whether users' subjective feelings and senses meet their psychological expectations and satisfaction when receiving services in the library, and evaluating and suggesting them. Librarians should integrate users' psychological activities, purchase evaluation and service evaluation. One is to know directly whether the knowledge service of the library meets the needs of most users, and the other is to greatly improve the after-sales mechanism of knowledge service through the survey of user satisfaction, so as to guide and enhance the future development of the library.
The most direct and effective way to control library service quality is to establish a user feedback mechanism and improve knowledge service management.
First, from the user's point of view, strengthen the interaction and exchange under the knowledge service. Users, as recipients of library knowledge services, have the right to evaluate, supervise, guide and suggest. Users of library services should be familiar with the feedback channels of various targeted services to ensure that the feedback information is accurate, timely and effective.
Secondly, from the library's point of view, the most important thing is to actively collect user information and pay attention to users' feedback and suggestions. Satisfying users is the primary criterion for testing the service level of libraries. Therefore, modern library management must insist on strengthening users' subjective consciousness and attach importance to users' feedback information. For example, through face-to-face communication, setting up service suggestion boxes, holding reading seminars, issuing user questionnaires, establishing user network information systems and network feedback incentive mechanisms. Through these methods, user feedback, satisfaction and service effect suggestions can be grasped timely and accurately, the direction of library management service can be adjusted in time, and the quality of knowledge service can be improved.
Third, from the perspective of the interaction between the two parties, first of all, the book service accepted by users must adhere to the principle of objectivity and fairness, and do not evaluate and deal with personal likes and dislikes. Secondly, library management should attach importance to the feedback dynamic information, improve the dynamic management and let users participate in the service evaluation of library management. Accept and respect users who actively participate in feedback information; Open and reply to the processed feedback and evaluation information; Give appropriate encouragement to the quality service suggestions in the feedback; Give a reasonable explanation for the information that cannot be adopted; Those who continue to provide comments and suggestions are welcome. In a word, strengthening the control of service quality and establishing a user feedback mechanism are the processes of book management and users complementing each other, constantly cooperating and promoting each other.
7. Innovating library culture and constructing information resource sharing system.
It is the fundamental guiding ideology and direct service purpose of library's knowledge service to persist in taking users' needs as the core and knowledge management as the guidance to realize users' satisfaction. Innovating library culture needs to do the following: adhere to the user-centered; Perfecting rich knowledge resources; Change the traditional way of book management and increase the contact with society; Strengthen the training of librarians and improve their comprehensive quality; Control the management of library service quality and improve the feedback mechanism of book management information; Construct people-oriented innovative library culture, respect knowledge, attach importance to talents, manage and restrain self-worth and behavior norms through knowledge learning, and strive to give full play to the publicity and public welfare of libraries under the knowledge economy.
Of course, the transformation of knowledge service from traditional service takes time and practice. For example, limited by management funds, it is impossible for any library to have all the information and resources. For example, influenced by the quality of personnel, librarians can't meet all the professional and personalized needs. Therefore, in order to effectively improve library management services, libraries should not only actively use their own characteristic resources, but also improve the cooperation between libraries and between libraries and other institutions on the basis of equality and reciprocity, make use of the synchronous management of science and technology and network, and integrate and utilize information resources to better realize knowledge services and user satisfaction.
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