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目前国内许多报纸都开通了“新闻热线”电话,通过向社会公布一个好记的号码、安排专人值班的形式,记录读者的新闻报料,为读者解疑释惑、排忧解难,发挥了很好的服务功能。但随着社会的发展和读者对报纸服务需求的不断增长,单一的“新闻热线”已不能满足读者多方面的资讯和服务需求,报纸在激烈的市场竞争中也需要不断地创新服务理念和提升服务手段。自今晚报在国内报界首家创办了报业呼叫中心这一新的服务平台后,一些报纸也紧随而上,开办了自己的“呼叫中心”或“服务中心”。本刊特约请今晚报的同志撰文,对该报的这一创新之举作一介绍,或许对报业同仁会有些启发。
At present, many newspapers in the country have opened “hotline” hotlines to help readers readjust their doubts, solve problems and make good use of the situation by publishing a friendly number to the public, arranging for them to attend duty on duty, recording the readers’ news reports, Service function. However, with the development of society and the increasing demand for newspaper service by readers, a single “hotline” can no longer meet the needs of readers in many aspects of information and services. In the fierce market competition, newspapers also need to constantly innovate in service concepts And improve service means. Since tonight this newspaper started the new service platform for press call centers in the domestic press, some newspapers also followed suit and opened their own “call centers” or “service centers.” This article specially invited tonight’s comrades to write an introduction to the newspaper’s innovative move, perhaps to the newspaper colleagues will be some inspiration.