公共图书馆的工作是以满足读者需求为最终目的,以读者满意为宗旨的服务行为。一个图书馆办得好不好,其办馆效益、社会价值如何,主要看读者对利用图书馆的期望值,对服务项目和服务标准的信誉度,对服务人员素质和服务水平的认可度。随着文献信息的大量增加,读者对公共图书馆的服务工作提出了更高的要求,公共图书馆自身也正在迅速适应社会信息化 Public library work is to meet the needs of readers for the ultimate goal of customer satisfaction for the purpose of service behavior. A library to do a good job, its office efficiency, social value, mainly depends on the reader’s expectations of the use of libraries, service projects and service standards of credibility, service quality and service level of recognition. With the increase of literature and information, readers have put forward higher requirements on the service work of public libraries. Public libraries themselves are also rapidly adapting to the social informatization