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图书馆是信息收集、贮藏和传播的中心,是供人阅读,借阅相关书籍的地方。图书馆的基本职能之一就是为广大读者服务。以人为本,图书馆的读者服务工作的每一个环节都围绕着人而开展,馆员的职责就是从读者的利益出发,为读者服务。沟通对于图书馆读者服务十分重要,沟通的目的在于传递信息,没有沟通我们就无法将正确信息传递给读者,然而有许多因素影响馆员和读者之间的沟通,形成沟通障碍。馆员与读者之间在服务和被服务过程中沟通失败或无法沟通,导致矛盾升级,造成馆读冲突,给图书馆正常工作带来巨大的不良影响。
Library is the center of information collection, storage and dissemination. It is a place where people can read and borrow relevant books. One of the library’s basic functions is to serve the vast number of readers. People-oriented, library services for readers every step around the work carried out around the librarian’s responsibility is to readers from the interests of the service for readers. Communication is very important for library reader service. The purpose of communication is to transmit information. Without communication, we can not deliver the correct information to the reader. However, there are many factors that affect the communication between the librarian and the reader, resulting in the communication barrier. Librarians and readers in the service and service communication failure or failure to communicate, leading to escalation of contradictions, resulting in the reading conflict, the normal work of the library to bring huge adverse effects.