سنجش وضعیت مدیریت دانش مشتری درکتابخانه‌های دانشگاهی (مطالعه موردی: مرکز اطلاع‌رسانی و کتابخانه مرکزی دانشگاه فردوسی مشهد)

هدف: هدف پژوهش حاضر بررسی وضعیت پیاده‌سازی مدیریت دانش مشتری در محیط کتابخانه مرکزی دانشگاه فردوسی مشهد و ارائه پیشنهادهایی در راستای تصمیم‌گیری‌های مبتنی بر توجه به مدیریت دانش مشتری جهت بهبود کیفیت خدمات، افزایش کارایی و برتری رقابتی کتابخانه‌های دانشگاهی است.روش شناسی: این پژوهش از نظر هدف کاربردی است و با روش «پیمایشی-ارزیابانه» انجام گرفت. پس از طراحی شاخص‌های اجرای مدیریت دانش مراجعان بر پایه مطالعه اکتشافی و مصاحبه با مسئولین بخش‌های مختلف مرکز اطلاع‌رسانی و کتابخانه مرکزی دانشگاه فردوسی مشهد سیاهه وارسی تدوین و برای تعیین پایایی و روایی در اختیار استادان و خبرگان قرار گرفت. برای پایایی ضریب کاپای فلیس گرفته شد که نشان دهنده پایایی مطلوب سیاهه بود.یافته ها: بررسی‌ها نشان داد که از 19 مصداق طراحی‌شده برای دانش درباره مراجعان 8 مورد از آن‌ها در کتابخانه اجرا ‌شده که نشان دهنده وضعیت متوسط کتابخانه مورد مطالعه در مدیریت این نوع دانش مشتری است. همچنین از 26 مصداق طراحی‌شده برای مدیریت دانش از مشتری 12 مورد آن‌ها در این کتابخانه وجود داشت که نشان دهنده وضعیت متوسط اجرای مدیریت این نوع دانش در کتابخانه است. در نهایت از 24 مصداق مربوط به دانش برای مشتری نیز 16 مورد در کتابخانه شناسایی شد.نتیجه گیری: یافته‌ها نشان داد که به طور کلی مرکز اطلاع‌رسانی و کتابخانه مرکزی دانشگاه فردوسی مشهد در شرایط متوسطی به سر می‌برد که به نظر می‌رسد مدیریت هر یک از انواع دانش مشتری در این کتابخانه نیازمند بازنگری و توجه بیشتری است تا به وضعیت مناسب با نیاز مخاطبان و شرایط ایده‌آل دست یابد. از این رو، در صورت توجه به پیاده‌سازی مصداق‌های مدیریت دانش مشتری در محیط کتابخانه‌های دانشگاهی می‌توان امیدوار بود که گامی موثر در راستای توسعه مدیریت دانش مشتری و در نهایت بهبود کیفیت، کارایی و برتری رقابتی کتابخانه‌های دانشگاهی برداشته خواهد شد.

Investigating the status of customer knowledge management in academic libraries: The case of Information Center and Central Library of Ferdowsi University of Mashhad

AbstractBackground and Objectives: Customer Knowledge Management can help libraries to make knowledgebased decisions, improve service quality, increase efficiency and competitive advantage. Therefore, the purpose of this study was to investigate the implementation of customer knowledge management in the library of Ferdowsi University of Mashhad and provide suggestions for knowledgebased decision making to improve the quality of services, increase the efficiency and competitive advantage of academic libraries.Methodology: As an applied research, descriptive and evaluative survey methods were used. The tool for collecting information in this research was the check list of customer knowledge management indicators and examples. For designing a checklist, after determining the indicators of customer knowledge management based on the exploratory study and interviewing the officials of different departments of the Information Center and central library of Ferdowsi University of Mashhad, its subindexes and its examples were compiled and provided to the professors and experts to determine the reliability and validity. In order to check the reliability of the checklist, the percentage of agreement between the opinions expressed by the evaluators was reviewed, and for evaluating the Kappa coefficient, a few evaluators of Fleiss were used. The results showed that between the viewpoints of the evaluators for the knowledge about customer was more than 80%, for the knowledge from customer was more than 70%, and for the knowledge for customer, there was an agreement of about 90%, indicating a satisfactory reliability of the check list. The criterion of analysis and judgment in this log was the extent of these instances in the library studied. In this assessment, the existence of at least 50% of the cases is considered moderate and 75% of the instances in the library considered to be the best.Findings: The studies showed that out of 19 instances designed for knowledge about customers, 8 of them were implemented in the library. Since the approximately half of the cases are available in the library, it can be said that the overall level of knowledgebased activities related to customer knowledge in the library is modest. Also, there were 12 of the 26 instances designed for knowledge from customers were implemented in the library that shows the average state of the management of this kind of knowledge in the library. Finally, out of 24 identified cases of knowledge for customers, 16 of them are running in the central library of Ferdowsi University of Mashhad. Since it is 66% of the available instances, it can be said that knowledge for those in the library is above the average.Discussion: The findings of the research showed that in general, the Information Center and central library of Ferdowsi University of Mashhad in terms of implementation of customer knowledge management is in moderate condition. It seems that the management of any kind of customer knowledge in this library needs to be reviewed and more attention to reach the appropriate situation with the needs of the audience and the ideal conditions.  According to the results of this study, it is suggested that university libraries to reach the desired level of knowledge management about customers consider how they use a variety of resources, the success rate of searches in databases and consider to record the abundance of research topics in dissertations and to record the information behavior of users in the use of library software. It is also recommended that take into account programs such as periodic surveys, questioning sessions, and the provision of conditions for receiving software feedback, and customer feedback, and considering their needs. In this regard, libraries can use creative suggestions to improve or expand their services by creating a circle of interested people or holding competitions for the use of intellectual hurricanes. On the other hand, academic libraries need to pay more attention to inform services. Indeed, the more attraction of students to libraries will happen when the more information about services and resources would have existed. Typically, libraries provide knowledge for their customer with the index of information about services and resources, such as the provision of printed and electronic manuals for the introduction of services; instructional manuals for bases and electronic resources; the use of the help librarian; the availability of information resources by guides and holding Provide educational tours.