关键词: 公共图书馆, 智慧服务, 行动者网络理论, 用户体验, 人工智能

Abstract:

[Purpose/Significance] With the rapid advancement of the information society and the ongoing construction of smart cities, public libraries are facing increasing pressure to transition into a smart service model. Smart services leverage cutting-edge technologies to enhance user experiences and improve the efficiency of library services. Public libraries in China, however, are encountering challenges such as mismatched service offerings, unsatisfactory user experiences, and inadequate technological implementation as they move toward a smart service model. It is crucial to identify how to optimize this transition in a manner that prioritizes user needs, ensuring that smart library services meet the demands of a diverse user base. This research aims to explore the dynamic relationships among users, technology, content, and the service environment in public library smart services, thereby promoting innovation and addressing diverse user requirements. [Method/Process] The study develops a model to analyze the influence of various factors on the user experience of smart services in public libraries. Adopting Actor-Network Theory (ANT) constructs an integrated framework for understanding the interactions between various actors in the smart service ecosystem. By combining both online and offline surveys, the research captures library users' perceptions of their smart service experiences and identifies the critical factors that influence user experience and provides valuable data support and strategic recommendations for optimizing smart library services.Principal component analysis is used to identify the key factors affecting user experiences. [Results/Conclusions] The findings show that the core factors influencing user experience in smart services include: "advanced technology support," "network compatibility and flexibility," and "convenient communication channels" within the "library technology actors" dimension; "usability, operability, clarity, and comfort of portal browsing" within the "interaction between human-technology actors" dimension; "effort expectancy, information literacy, and time-energy consumption" within the "user (human actor)" dimension; "professionalism and competence of library staff" within the "librarian (human actor)" dimension; and "social influence and facilitating conditions" within the "interaction between human actors" dimension. These factors have a positive impact on the user experience, with particular attention required for the factors related to the "technology actors" dimension. Libraries need to focus on improving three factors in this area while maintaining and further optimizing the other factors. "Human-technology interaction" activities are crucial in improving the usability and user-friendliness of smart services, especially in more complex technological settings. Social influence and enabling conditions play an important role in enhancing user trust and their overall experience. Based on the empirical findings, the study proposes optimization strategies for public library smart services from three dimensions: the technical actors of the smart service system, the "human-technology actors" interactions, and the "translation" activities among human actors. These strategies include enhancing multi-dimensional collaboration among technical actors in the smart service system, improving the sensory experience of users with the smart service terminals in libraries by increasing their ease of use, empowering digital literacy, and optimizing innovation spaces to drive bidirectional reader participation. The aim is to provide a specific guide for the design and optimization of smart library services.

Key words: public library, intelligent service, actor-network theory, user experience, AI