青岛市图书馆的自助服务分析

随着网络技术和各种新技术的迅猛发展，人们越来越追求自由快捷和省时省力的生活方式，公共图书馆与时俱进，逐渐从传统图书馆向智能化图书馆发展，服务模式也逐渐多元化，逐渐从以传统的人工服务为主的方式向以便捷的自助服务为主的方式发展。

现以青岛市图书馆为例，分析馆内现有的和欠缺的自助服务，扬长补短，以便为读者使用图书馆提供更优质更智能的服务保障。

一、什么是公共图书馆的自助服务所谓公共图书馆的自助服务，是指读者利用公共图书馆提供的智能设备和网络技术，无需公共图书馆的人工服务，自主地选择和使用馆内图书和信息资源的过程。

公共图书馆的自助服务应该分为两种：一种馆内自助服务系统，一种是馆外自助服务系统。

馆内自助系统包括：自助办证系统、自助检索系统、自助借还图书系统、自助文献复制系统等；馆外自助服务系统包括电话和短信自助服务系统、网络自助服务系统。

其中网络自助服务系统包括图书馆网站和手机图书馆。

二、青岛市图书馆现有的自助服务青岛市图书馆（以下简称“我馆”）经过近几年的不断探索和更新，购置和建立了一系列的自助设备和网络资源，尝试建立起一整套的公共图书馆自助服务系统，努力为读者创造更舒适的环境，提供更贴心更人性化的服务。

1.青岛市图书馆馆内自助服务系统1.1 自助办证机我馆采用二代身份证作为借书证来使用，为方便读者及时办理借书证，本馆在大厅设有两台自助办证机，读者可以凭借本人身份证和押金自主办理借书证。

自助办证机界面简洁易懂，可以实现办卡和修改密码两项功能。

字幕和语音提示同时出现，读者操作简单快捷，随办随用，大大地减少了读者排队等待的时间。

1.2 自助检索系统我馆设有自助检索终端系统，提供OPAC联机公共目录检索，操作简单，读者可以在此查询我馆的图书、期刊、古籍、多媒体等信息。

检索方式可多个条件组配，如任意词、题名、著者、ISBN号等，并可实现区域图书馆群各分馆的书目联合检索。

一般来说，读者只需输入自己想要查询的书目或著者信息，就可查询到详细的本馆和全青岛市各区馆的馆藏信息。

1.3 自助借还图书系统我馆已建立起一套自助借还图书系统，我馆的两个中文图书外借室、少儿图书外借室和24小时自助图书馆均已投入使用。

自助借还机运用先进的无线射频识别（RFID）技术，界面简洁，可以实现借书、还书、借阅查询三项功能。

读者可完全自助借还图书，免去排队等待的烦恼。

读者借书时需输入六位数的密码，有效防止非本人借书的情况发生。

1.4 24小时读者自助图书馆我馆建有24小时自助图书馆，它由自助借还、视频监控、安全门禁等系统组成，是集数字化、人性化、智能化于一体，全天候开放的图书馆。

读者可以不受图书馆开放时间的限制，图书馆的注册读者可凭借身份证通过门禁系统，内设两台自助借还图书设备，读者可以随时入内根据语音提示自助借还图书和期刊。

离开时，读者通过安全检测仪，按出门按钮，可开门离开图书馆。

如果读者所带的书刊没有办理借书手续，或者借书没有成功，图书检测仪则会发出声光警报，同时，出门按钮失效，读者需要重新办理借书手续。

1.5 自助存包系统我馆设有专门的存包室，内设自助存包柜，读者只需轻松一按，利用弹出的条码纸就可自助存包取包，非常方便安全。

1.6 自助数字阅读平台和电子书借阅机我馆大厅设有四台数字阅读平台，内有CNKI电子期刊、APABI电子报纸、博看电子报纸和博看电子期刊，采用触摸式操作，读者只需轻轻一点或一划，就能查阅电子期刊和报纸。

另有两台电子书借阅机，内有电子书若干册，读者可先扫描二维码安装歌德电子书客户端，然后扫描电子书的二维码，即可下载图书至手机。

2.青岛市图书馆馆外自助服务系统2.1 自助电话续借服务我馆设有24小时自助续借电话，读者随时可拨打续借电话自主续借图书，根据电话语音提示进行操作，简单方便，随时随地不受限制。

2.2 免费WIFI服务我馆大厅设有无线认证服务终端，读者用身份证进行认证后，就可通过手机或Pad等终端设备利用我馆的免费WIFI进行上网等操作。

2.3 我馆网站上的自助服务系统我馆的网站提供一系列的网上信息资源，读者可自主选择利用：读者可利用网站检索书目系统，查询到详细的我馆和全青岛市各区馆的馆藏信息。

网站有众多的电子书刊、期刊论文等供读者使用和下载。

读者可在手机、pad等移动设备上扫描二维码下载手机图书馆，可自助完成个人借阅查询、馆藏查阅、图书馆最新消息浏览、新书推荐浏览、新书简介浏览；在移动终端上可直接获取使用图书、期刊、论文等电子全文；手机上建立个人中心，可自由收藏感兴趣文献，订阅图书馆服务，为用户提供方便快捷的移动阅读服务。

读者可利用我馆的新浪微博和微信及时获取馆内发布的各种通知和活动公告等内容，微信可为读者提供图书查询、续借、活动发布等个性化服务，实时带去馆内最新资讯。

三、青岛市图书馆欠缺的自助服务我馆同大多数公共图书馆一样，采用身份证作为借书证来使用，办理借书证的同时缴纳押金。

建议我馆可以建立起馆内一卡通平台，馆内所提供的各种服务都可以通过一张身份证来自助完成，读者在办理借书证的同时缴纳押金和一定的预存金，就可以自助使用馆内的各种设备和网络服务。

借鉴其他公共图书馆的经验，我馆在以下几个方面的自助服务还有所欠缺： 1.自助复印打印扫描服务现在我馆的复印服务还是传统的人工操作，建议建立起自助的文印服务设备，该设备可由打印复印扫描一体机和刷卡终端组成，读者可自助进行文印操作，费用自动从读者证的预存金扣除，管理员可通过自助系统远程监控设备。

2.自助退证服务我馆的自助办证机目前适合首次办证的读者办理借书证，建议将自助办证机升级改造，在自助办证的同时也可自助退证，读者可自助退还押金，则无需排队等待人工服务。

3.自助缴纳欠款服务我馆可以在自助借还书设备上设置自助缴纳欠款服务，读者还书超期产生欠款后，可通过自助借还设备自助缴纳欠款。

4.自助短信和邮件服务我馆可建立短信自助服务平台，模仿移动或网通公司的做法，读者只需发送某个信息需求，就能收到馆内设置的自动短信回复，短信自助服务平台可自动为读者提供图书到期提醒、图书过期提醒、馆内通知和活动公告等，读者也可进行馆藏查询、续借和建议投诉等自助服务。

同样，我馆网站可设置自动邮件回复，读者也可通过发送邮件的方式获取自己需要的信息。

5.自助自习室预约服务图书馆自习室一直都是人满为患，座位供不应求。

我们可借鉴某些公共图书馆的做法，进行自主管理模式。

馆内可购置专门的自助刷卡终端设备，读者通过刷身份证取号，也可通过微信和网络提前网上预约座位，避免排队等候。

我馆可制定相应的自习室管理规则，提高座位利用率，培养读者文明利用图书馆自习室的习惯。

6.自助视频讲座服务我馆一直以来都开展不定期的名人视频讲座活动，视频讲座内容涵盖了文学、医学、艺术、教育等各个领域，深受广大市民的喜爱。

但是由于场次有限，时间有限，视频一般只播一次，有些读者没赶上该时间段就错过该讲座，有些读者看完了还觉得意犹未尽。

建议馆内可专门设立视频室，提前发布一周或一个月的视频信息，每天的视频讲座在开放时间滚动播出。

读者可根据自己需要决定日期来馆观看。

滚动播出可以保证每个读者都能够看到完整的视频内容，想重复观看的读者也可以继续等待下一轮的播放。

建立健全公共图书馆的自助服务是未来图书馆发展的必然趋势，公共图书馆应通过设立醒目简明的指示牌和操作指南、定期开展读者利用图书馆的培训等一系列方式，指引读者了解图书馆馆藏资源的使用方法，培养读者自助使用图书馆的能力。

With the rapid development of network technology and new technology, more and more people to pursue the freedom of fast and time-saving way of life, the public library to keep pace with the times, gradually from the traditional library to the smart of library development, service model is gradually diversified, gradually from dominated by traditional manual service to self-service convenience service development. Now in Qingdao City Library as an example. Analysis museum's existing and lack of self-service, Yangchangbuduan to readers use the library to provide better quality more intelligent service guarantee.One, what is the self service of Public LibraryThe so-called public library self-service is refers to the readers to use the public library to provide smart devices and network technology, no need of the artificial service of public library, choose and use the process of library books and information resources. Self service of public library should be divided into two kinds: one kind of self service system, one is outside the self service system. The self-service in library system includes: Buffet do card system, self-help retrieval system, self-service library system, self-help literature replication system; Hall self-service system including telephone and SMS self-help service system, self service network system. The network self service system includes the library website and the mobile phone library.Two, Qingdao City, the existing self-service library servicesQingdao City Library (hereinafter referred to as "my library") after recent years of continuous exploration and update, purchase and the establishment of a series of self-service equipment and network resources, and try to establish a set of Public Library self-help service system, and strive to create a more comfortable environment for the readers, provide a more intimate services more user-friendly.1 self service system of Qingdao Library1.1 self-service card machineOur library using the second generation ID card to use as a library card, for the convenience of the reader in time for the library card, the museum in the hall with two buffet do card machine, readers can with my ID card and deposit independent to apply for a library card. The self help office card machine interface is simple and easy to understand, you can achieve the card and modify the password two functions. Subtitles and voice prompts appear at the same time, the reader is easy to operate, with the office of the use, greatly reducing the time waiting for the reader to wait.1.2 self service retrieval systemI set up a self-service terminal system to provide OPAC online public catalog retrieval, easy to operate, readers can check in this library, books, periodicals, books, multimedia and other information. Retrieval methods can be multiple conditions group, such as arbitrary words, the title, author, ISBN number, and can realize the regional library group of each branch of the combined bibliographic retrieval. General reader what you want to query the catalog or author information input, you can find the detailed the museum and Qingdao City District Museum collection information.1.3 self service borrowing and returning books systemOur library has set up a set of self service borrowing and returning library system, the library of two Chinese books outside the room, children's books and 24 hours outside the library has been put into use. Self use of advanced wireless radio frequency identification (RFID) technology, the interface is simple, you can achieve the library, book, borrow check three functions. Readers can completely self-help books, removed from the queue waiting for trouble. Readers need to enter the six digit password to enter the library, to effectively prevent the case of non borrower.1.424 hour self service LibraryI built a library of 24 hours self-service library, it is by self - service, video surveillance, security access control system, is a set of digital, humane, intelligent in one, all-weather open library. Readers can not restricted by the opening hours of library, library's registered readers can with identity through the entrance guard system, equipped with two self-service also books, the reader can at any time in according to the voice prompt self-help borrowing and returning books and journals. When leaving, the reader through the security detector, press the door button, can open the door to leave the library. If the reader does not handle the books for the library, or borrow books without success, the book detector will be issued sound and light alarm, while the door button fails, readers need to re apply for library procedures.1.5 self help storage systemMy library has a dedicated storage room, set up a self-service storage cabinet, the reader just easy to press, the use of pop-up bar code paper can help save the package package, very convenient and safe.1.6 self service digital reading platform and electronic book reading machineI hall with four digital reading platform, CNKI electronic journals, Apabi system electronic newspapers, Bo electronic newspapers and see Bo electronic journals, operated by touch, readers only gently a bit or stroke, you can check electronic journals and newspapers. Another two e-book lending machine, there are books several volumes, readers can scan the QR code Goethe e-book client installed, then scan books of two-dimensional code, you can download the books to the phone.2 self service system of Qingdao Library2.1 self-service telephone Renewal ServiceOur library has a 24-hour self-service telephone renew, the reader can always dial telephone renew self renew books, according to the telephone voice prompts, simple and convenient anytime and anywhere without restriction.2.2 free WIFI serviceI hall with a wireless authentication service terminal, the reader with the ID card for authentication, you can through the phone or Pad and other terminal equipment to use the freeWIFI library for the Internet and other operations.。