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一个对服务表示称心满意的客户最能替一家机构招徕和建立良好的形象。商界早已认识到这一点以及拟定出相应的对策。对图书馆来说,如何能使客户满意和如何能维系住客户的心等等事情同样是图书馆日后一定会做的工作。这次的报告首先会简短介绍客户为本的基本概念,然后会指出一些能符合以客户及工作人员为本的管理概念的做法。其间将会讨论到的课题有:促进阅读和学习的活动、树立良好形象的方法、网络的建立、与不同形式的伙伴及教育机关合作、寻找赞助人、游说议会的议员等等工作。这次研讨会上的主讲者,即维尔兹堡市立图书馆的馆长福格特博士将会为各位介绍一下取得了德国“2003年度图书馆奖”的维尔兹堡市立图书馆内实行的各种措施,提出实例,供各位人士参考。
A customer who is satisfied with the service best solicits and establishes a good image for an organization. The business community has long realized this and formulated corresponding measures. For the library, how to satisfy the customer and how to maintain the customer’s heart and so on are also things that the library will do in the future. The report starts with a brief introduction of the basic concepts of customer-focused and then identifies some practices that can be applied to customer and staff-based management concepts. Among the topics to be discussed are: activities to promote reading and learning, ways to establish a good image, networking, cooperation with different partners and educational institutions, looking for patrons, lobbying for parliamentarians and so on. The speaker at this workshop, Dr. Vogt, the curator of the Würzburg City Library, will introduce you to the Würzburg City Library, which has won the 2003 2003 German Library Prize. Of various measures, put forward examples for your reference.