DB4401/T 95-2020 公共图书馆服务质量规范

ICS01.140.20

CCSA14

DB4401

广州市地方标准

DB4401/T95—2020

公共图书馆服务质量规范

Specificationsforservicequalityofpubliclibrary

2020-08-31发布2020-10-01实施

广州市市场监督管理局联合发布

广州市文化广电旅游局

DB4401/T95—2020

目次

前言.......................................................................................................................................................................Ⅴ

1范围...................................................................................................................................................................1

2规范性引用文件...............................................................................................................................................1

3术语和定义.......................................................................................................................................................1

4总体要求...........................................................................................................................................................3

5设置要求...........................................................................................................................................................3

5.1选址...........................................................................................................................................................3

5.2建筑面积...................................................................................................................................................3

5.3场馆设置...................................................................................................................................................3

5.4功能分区及布局.......................................................................................................................................4

5.5外观结构...................................................................................................................................................4

5.6信息标志...................................................................................................................................................4

5.7设备设施...................................................................................................................................................4

5.7.1基本要求...........................................................................................................................................4

5.7.2电子信息设备...................................................................................................................................5

5.7.2.1计算机.......................................................................................................................................5

5.7.2.2网络...........................................................................................................................................5

5.7.2.3信息点.......................................................................................................................................5

5.7.2.4其他...........................................................................................................................................6

5.7.3无障碍设施.......................................................................................................................................6

5.7.4消防应急设施...................................................................................................................................6

5.7.5书库设施...........................................................................................................................................6

5.7.6其他设施...........................................................................................................................................6

5.8人员设置及培训.......................................................................................................................................7

5.9馆藏（文献信息资源）...........................................................................................................................7

6服务内容及方式...............................................................................................................................................7

6.1服务内容...................................................................................................................................................8

6.2外借服务...................................................................................................................................................8

6.3阅读推广...................................................................................................................................................8

6.4线上服务...................................................................................................................................................8

6.5流动服务...................................................................................................................................................9

6.6其他...........................................................................................................................................................9

7服务质量规范...................................................................................................................................................9

7.1服务环境...................................................................................................................................................9

I

DB4401/T95—2020

7.2工作人员要求.........................................................................................................................................10

7.3服务时间及服务告示.............................................................................................................................10

7.3.1服务时间.........................................................................................................................................10

7.3.2服务告示.........................................................................................................................................10

7.4导引标识.................................................................................................................................................10

7.5馆藏揭示.................................................................................................................................................10

7.6服务过程控制.........................................................................................................................................11

7.6.1借阅.................................................................................................................................................11

7.6.2归还.................................................................................................................................................11

7.6.3通借通还.........................................................................................................................................11

7.6.4还书提醒.........................................................................................................................................11

7.6.5违约处理和信用建设.....................................................................................................................11

7.6.6秩序维护.........................................................................................................................................11

7.6.7消毒管理.........................................................................................................................................11

7.6.8有偿服务.........................................................................................................................................12

7.7服务效能.................................................................................................................................................12

7.8活动推广及读者发展.............................................................................................................................12

7.9数字图书馆服务.....................................................................................................................................12

7.10志愿者服务...........................................................................................................................................13

7.11延伸服务...............................................................................................................................................13

7.11.124小时自助图书馆......................................................................................................................13

7.11.2流动图书馆...................................................................................................................................13

7.11.3预约借书.......................................................................................................................................13

7.12便民措施...............................................................................................................................................13

7.12.1自修服务.......................................................................................................................................13

7.12.2停车场服务...................................................................................................................................13

7.12.3失物招领服务...............................................................................................................................13

7.12.4寄存服务.......................................................................................................................................14

7.12.5汽车穿梭还书服务.......................................................................................................................14

7.13服务质量监督检查...............................................................................................................................14

8服务保障及服务安全.......................................