用户体验视域下数字档案馆服务质量优化策略研究

数字档案馆较之传统档案馆最大的优势之一就是能够提供高效、便捷的知识型服务,跨越时空限制满足用户利用档案的信息需求。基于用户体验视角,文章探究用户体验与数字档案馆服务质量的辩证互动关系,用户体验促进数字档案馆服务质量优化,数字档案馆服务质量提升用户体验感知。通过现状调研,进而深入剖析我国数字档案馆服务理念有待提高、馆藏资源结构单一、交流反馈机制低效、服务平台亟需优化、用户隐私保护待提升的制约因素,并针对相关问题提出优化策略,以期提高数字档案馆服务质量。

Research on Optimization Strategy of Service Quality of Digital Archives under the Vision of User Experience

Compared with traditional archives,one of the biggest advantages of digital archives is that they can provide efficient and convenient knowledge-based services and meet the information needs of users to use archives across time and space constraints.Based on the perspective of user experience,this paper explores the dialectical interactive relationship between user experience and service quality of digital archives,and finds that user experience promotes the optimization of service quality of digital archives,while service quality of digital archives enhances user experience perception.The article analyzes the restrictive factors of digital archives service through the investigation of current situation,such as the need to improve the service concept of digital archives,the single structure of collection resources,the inefficient communication and feedback mechanism,the need to optimize the service platform,and the need to improve user privacy protection,and puts forward optimization strategies for related problems.In order to improve the service quality of digital archives,some solutions are put forward.