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从客户知识管理这一新的视角审视期刊,提出把客户(读者)知识作为一种资源,依托信息技术实施客户知识管理。客户知识管理是期刊针对读者服务管理的一个知识管理框架,它是期刊信息化建设中的一个辅助系统,目的是把有关读者的无序的信息进行系统化管理,将其转变为有序的可共享的知识,从而为期刊提供决策帮助。在客户知识管理中,读者的角色生了变化,由单纯的受众变为期刊的知识伙伴,价值的共同创造者。客户知识管理将成为期刊培养忠诚读者、提高期刊核心竞争力的增效工具。
Examining periodicals from the new perspective of customer knowledge management, we put forward the idea of using customer (readers) knowledge as a kind of resource and relying on information technology to implement customer knowledge management. Customer knowledge management is a knowledge management framework of journal service management for readers. It is an auxiliary system in the construction of journal informationization. The aim is to systematically manage the disordered information about readers and transform them into orderly Shared knowledge, so as to provide decision support for journals. In the customer knowledge management, the role of the reader has changed, from a pure audience into a knowledge partner of the journal, a co-creator of value. Customer knowledge management will become a synergistic tool for periodicals to cultivate loyal readers and improve their core competitiveness.