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基于主题图的电子政务门户知识导航系统构建研究 总被引：1，自引：0，他引：1
在分析了当前电子政务门户导航系统应用现状的基础上,将主题图技术引入到政务门户知识导航系统的构建中,给出了基于主题图的电子政务门户知识导航系统体系架构,该体系框架通过建立电子政务信息资源数据集、构建电子政务信息主题图,实现基于主题图的政务知识导航,向用户提供可视化浏览、检索导航等个性化导航服务. 相似文献
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电子政务社会化服务的隐性信息资源诉求 总被引：1，自引：1，他引：0
社会化服务引发了电子政务信息资源的全新定位。本文以社会化服务为导向,从电子政务的实践发展,用户需求和信息资源共享等几方面论述了社会化服务对电子政务隐性信息资源的迫切需求。认为以政府优秀决策为标的物的隐性信息资源开发、共享与利用是电子政务社会化服务职能实现的突破口。电子政务隐性信息资源是体现政府在社会化服务中“做了什么”,“怎样做的”和“为什么这样做”的极具社会应用价值的信息资源。 相似文献
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基于CRM的图书馆信息服务模式 总被引：2，自引：0，他引：2
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论电子政务环境下档案用户需求的新变化 总被引：4，自引：0，他引：4
电子政务的实施对档案工作产生重要影响,使档案用户需求发生深刻变化。本文分析了电子政务环境下档案用户在对所需求档案的信息载体、信息内容、服务形式、服务范围等方面的新变化,并对如何适应档案用户需求这一新变化,从转变管理模式、转变服务模式、转变提供利用方式及转变档案人员素质作了进一步的思考。 相似文献
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以信息聚合服务研究演进为主线,文章沿着信息聚合服务到社会化信息聚合发展演变的轨迹,对国内外信息聚合服务的理论与研究进展进行了研究,分析了社会化信息聚合服务的发展动因与应用现状,探讨了信息聚合服务发展的不足,认为应将研究重点转向基于用户关系的社会化信息聚合服务上,建议从用户群体交互机制、聚合模式变革、平台构建等方面推进信息聚合服务的发展. 相似文献
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图书馆政府信息资源开发利用功能的定位与实施 总被引：1，自引：0，他引：1
文章通过对电子政务环境下图书馆政府信息资源开发利用情况的深入分析,指出信息资源的存储加工、政府网站的公共进入、信息资源的增值开发、用户政府信息利用的个性化服务以及用户信息素养教育的普及已成为当前图书馆功能拓展的主要内容.图书馆政府信息资源开发利用活动的开展促进了政府信息共享,适应了现代政府信息资源管理的需要,同时也带来了图书馆社会信息功能的丰富与发展. 相似文献
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档案信息服务绩效评估初探 总被引：1，自引：1，他引：1
在信息化环境下，电子政务蓬勃发展，以用户需求为中心的服务理念已深入人心。电子政务的推进给档案事业的发展注入了新的管理理念，它要求档案机构改变过去以职能为中心的信息服务模式，主动为用户提供经过整合的、高质量的档案信息服务。无论是电子政务的开展，还是档案信息化建设的推进，都要求档案机构重视档案信息服务绩效评估工作，通过绩效评估审视档案信息服务行为及其结果，提高档案信息服务的质量。 相似文献
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基于信息平等的我国省级电子政务网站无障碍研究 总被引：1，自引：1，他引：0
每个公民均拥有平等访问信息的权利,电子政务网站无障碍是保障每个公民平等访问电子政务信息和服务的基石。在从信息平等角度阐述了电子政务网站无障碍对于用户（特别是残疾人群、老年人群等）的重要性后,以我国省级电子政务网站为代表对当前电子政务网站无障碍现状进行调查和分析,并针对在电子政务网站无障碍检测中出现的问题,提出我国电子政务网站无障碍建设的策略。 相似文献
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Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2013,45(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
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Factors affecting customer relationship management practices in Thai academic libraries 总被引：1，自引：0，他引：1
Piyawan Siriprasoetsin Kulthida Tuamsuk Cholabhat Vongprasert 《International Information and Library Review》2011,(4):221-229
This study investigates and analyzes the factors affecting customer relationship management (CRM) practices in Thai academic libraries. The research conceptual framework focuses on factors affecting CRM practices was developed using Combe (2004)’s study on assessing CRM strategies. Mixed methods, qualitative, and quantitative approaches were used as a research methodology. Data was collected by using the interview and survey techniques with the administrators, staff and customers of six selected academic libraries in Thailand. Analysis of the data was done by using Pearson’s correlation coefficient, factor analysis, and multiple regression analysis. The results of the study show that factors that have statistically significant impact on CRM practices in Thai academic libraries at 0.05 level were: (1) the knowledge and understanding of CRM of library staff and leadership of library administrators (Beta = 0.762), (2) organizational culture and communication (Beta = 0.323), (3) customer management processes (Beta = 0.318), (4) technology for supporting customer management (Beta = 0.208), and (5) channels for library services and communications (Beta = 0.150). The knowledge and understanding of CRM of library staff and leadership of library administrators which include the perception and awareness of service quality focusing on customer relationship is a key to library success. Important factors also include the acceptance and support of the use of CRM in the library, the clear vision and mission about using CRM in the library strategic plan, the knowledge and understanding of library staff on CRM processes, customer characteristics, and behaviors. The organizational culture and communication factors involve the creation of the CRM cultures of working in the library, good teamwork, cooperative and clear working agreements, clear roles and responsibilities, good communication between library staff, cross library functional integration, and performance evaluation and development. The customer management processes factor includes recording and registration of customer profiles, customer analysis and classification, services to individual customers, services to expected customers, and continual customer interactions. The technology for supporting CRM factors includes communication technology, information technology, and operations support technology. The channels for library services and communications factors can be direct channels, such as a service counter and self-circulation service, and indirect channels such as telephone, call center, email, personal web, library web, and social networking technology. Suggestions for academic libraries on the development and implementation of CRM in libraries are: (1) CRM must be included in the library strategic plan; (2) CRM must be a key strategy for the improvement of library service quality; (3) library administrators must have strong leadership for achieving the effectiveness of CRM practices in the library; (4) library staff must have good knowledge and understanding of CRM and its link to the library service quality improvement; (5) the working cultures for CRM effectiveness such as teamwork, cross functional work, and good communication between staff must be encouraged and practiced in the library; and (6) technology must be fully supported for CRM in the library. 相似文献
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Nicholas Faulkner Bradley Jorgensen Georgina Koufariotis 《Government Information Quarterly》2019,36(1):61-68
Low uptake is one of the largest risks facing government agencies that seek to increase efficiency and reduce costs by providing services online. To date, very few studies have tested interventions to increase citizens' use of e-government services. Instead, almost all existing research has focused on identifying correlates of adoption. In the current study, we developed an intervention to increase citizens' use of an e-government service and tested it using a quasi-experiment. The intervention used several techniques informed by research from the applied behavioural sciences to encourage usage, including: altering defaults (customers who visited a customer service centre were invited to complete a form online rather than joining a queue), providing facilitating conditions (customer support was made available), and promoting the benefits and ease of the online service (a customer service representative and in-store written materials emphasised these points). Results indicated that the intervention significantly increased customers' use of the online service by 14.1 percentage points, 95% CI [9.1, 19.2]. Additionally, a survey of customers who experienced the intervention showed they were highly satisfied and appreciated the time-saving benefits, ease of use, and customer support provided. This study is among the first to provide a rigorous test of an intervention to encourage citizens to use e-government services, and can be used to inform practical efforts to increase e-government uptake. 相似文献
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从科技查新服务的实践出发,探讨客户关系管理在查新服务管理中的应用。通过总结目前科技查新服务的
创新模式,论述基于客户关系管理的查新服务的特点和优势。认为科技查新服务中实施客户关系管理的目标是转变科
技查新被动服务的局面,挖掘价值用户以提供增值服务,进而提升科技查新服务价值。本文从客户分析、客户满意度
与忠诚度管理、客户关系保持与发展以及价值客户的发现四个方面探讨了服务模式构建的思路,并以中科院文献情报
中心科技查新服务为案例,讨论服务实践及效果。 相似文献
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Lloyd Alan Fletcher 《Learned Publishing》2001,14(3):213-222
Customer Relationship Management (CRM) is a business strategy for improving profitability by focusing on customer needs and creating an attentive relationship with the customer. It involves a personalized and interactive approach for the entire customer lifecycle. Successful implementation of a CRM approach requires changes in organization structure, culture, and skills, as well as front‐ and back‐office information systems. CRM is a hot topic at the moment, and the marketplace of ‘CRM solutions’ is rife with confusing jargon, grandiose claims, and marketing hyperbole. This article attempts to explain what CRM actually is (and isn't), and provides some suggestions for how you should approach CRM for your business. 相似文献
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国内"图书馆客户关系管理"研究探析 总被引：7，自引：0，他引：7
把客户关系管理(CRM)引入图书馆管理,符合图书馆的"以读者为中心"的工作模式.简要介绍了客户关系管理的概念,回顾了我国图书馆界在"图书馆客户关系管理"方面的研究进展,并对今后在这方面的研究提出了自己的意见. 相似文献
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基于客户信息资源管理的e-CRM研究* 总被引：1，自引：0，他引：1
分析客户关系管理的发展趋势,总结eCRM 与CRM相比表现出的优势,阐述企业对eCRM和客户信息资源管理的需求,指出客户信息资源管理是eCRM的基石。并在此基础之上,从客户信息的采集、存储与集成、分析、利用等角度,提出eCRM的客户信息资源管理的实施方式。 相似文献
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图书馆学情报学中的电子政务研究 总被引：1，自引：0，他引：1
为探索电子政务研究与图书馆学情报学的关系,调查我国图书馆学情报学专业硕士与博士培养单位电子政务相关研究方向的设置情况,并对我国图书馆学情报学核心期刊中电子政务的相关论文进行文献计量分析。主要分析论文的作者和机构、基金资助、研究热点与主题分布情况,发现电子政务是图书馆学情报学的重要研究领域。目前,作为交叉学科领域的电子政务研究主题正呈现出学科分化的趋势;今后,图书馆学情报学专业的电子政务研究应当更加聚焦于本专业的核心研究课题。 相似文献
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