行动者网络理论视域下公共图书馆的智慧服务用户体验研究

doi:10.13998/j.cnki.issn1002-1248.25-0195

Abstract

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

CLC Number:

G258.2

XIAO Keyi, LI Yunfan, CHEN Yingying, PENG Xi. User Experience of Public Library Intelligent Service from the Perspective of Actor Network Theory[J].Journal of library and information science in agriculture, 2025, 37(4): 51-65.

Figures/Tables 8

Fig.1

Table 1

User experience elements of smart library services in public libraries from the perspective of actor-network theory"

维度		影响要素	要素解释
人类行动者	读者（用户）	数字素养和技能	数字素养包括信息检索、技术操作、数据理解等，技能指用户信息技术设备使用能力，表现为对公共图书馆智慧服务常规智能设备、应用软件的操作利用熟练程度等。如果用户的数字素养较低，他们可能会遇到使用障碍，产生困惑甚至放弃使用，从而影响其对图书馆智慧服务的体验和长期使用
		用户服务熟悉度	用户预先对图书馆智慧服务的了解程度，直接影响他们的使用意愿和操作效率。预期决定体验标准，如果用户在体验过程中感受到图书馆提供的服务超出了他们的预先思维设想，那么他们的体验感就会得到提升
		用户技术努力预期	用户对图书馆智慧服务系统学习的难易程度判断（包含耗用时间、努力与付出），即智慧服务的易得程度。反映用户在使用这些智慧服务时的心理负担和投入感知，即用户体验中的“心理负荷”。如果用户认为某个智慧服务的学习成本过高、操作繁琐或使用体验倍感顿挫，他们很可能会放弃尝试，甚至对图书馆的智慧服务产生负面体验评价
技术行动者	技术基础设备	网络连接度	指公共图书馆智慧服务网络中的人与技术之间相互连接强度，高联系度意味着密集的信息和服务流，以丰富的智慧服务类型与手段，营造个性化、沉浸式、泛在化、协同交互的用户体验。如果智慧服务不能与用户的需求有效匹配，用户可能会感到困惑或不满，进而降低其对图书馆服务的使用频率和依赖性
		网络稳定性与动态变化	考量在技术更新和外部环境变化下的自愈能力和变化适应能力，如前沿技术的引入服务情况、对用户反馈建议的回复采纳情况等。关注图书馆智慧服务与用户反馈建议的回复采纳情况，能够帮助图书馆了解读者的真实需求，及时发现问题并加以改进，实现共生共创
		终端互动渠道搭建	指用户与馆员在数字媒介上的互动频率和满意度，如馆员智慧服务引导、便捷与馆员联系进行答疑解惑等
	环境因素	空间规划与导向系统	该层面关注环境的舒适宜人、图书馆内部空间充盈与完善度、导航系统的清晰度，涵盖实体空间内部的导向标识、互动展示屏等元素等对用户体验的影响。有效的空间规划与导航系统能提高空间利用效率，减少读者的迷失感和焦虑，确保他们能够轻松、高效地享受图书馆的各项服务
人类行动者	馆员	馆员的职业精神	表现为馆员对读者的服务态度、责任感，职业理想、精神风貌等，是图书馆职业活动的灵魂和内在驱动力
人类行动者	馆员	馆员的职业能力	具备扎实专业知识和熟练操作技术的馆员，能有效引导读者使用智能设备和系统，提供准确的信息支持，并及时解决技术问题
“转译”活动	用户社群	用户之间社群类互动	用户参与或分享图书馆智慧服务、相关协作项目或活动的意愿，即社会影响因素，强调社交功能和群体互动
	用户与技术	终端易用性判断	如智慧服务复杂程度、设计是否直观，浏览舒适情况等，用户对智慧服务终端的易用性有直接的感知和评价
	用户与技术	联结趋向	用户与智慧服务之间的交互次数、持续时间和个人信息反馈意愿，反映了对智慧服务的吸引力和性能期待

Table 1

Fig.2

Table 2

Questionnaire on user experience perception issues in intelligent service systems"

网络连接度	A您觉得图书馆智慧系统与智慧设备（自动化检索系统、智能书架、手机端平台、自助服务、个性化荐书等）已配备充足，足以满足您目前的需求
网络连接度	A图书馆的智慧系统与设备具有很好的用户亲和力、灵活多样
网络稳定性与动态变化	A您发现若对图书馆提出建议能够及时收到回复结果、采纳与实施等
网络稳定性与动态变化	A您发现可以在图书馆体验到最新的技术设备（VR、AR、元宇宙、智能物联等）并且运行系统令人满意
空间规划与导向系统	A您觉得当前图书馆的整体空间布局很完善（有声交流分享空间，多媒体室等）
空间规划与导向系统	A图书馆具备传感器设备，并且能够按需调节（室内温度、湿度、光线明暗等）
终端互动渠道搭建	A如有需要，您能通过馆内智慧设备或个人移动客户端（手机、电脑、Pad等电子产品）便捷地与馆内服务管理人员联系
数字素养和技能	B您自身已经具备熟练的信息软件操作技术能力（网站浏览与检索、社交软件使用、办公软件操作等）
用户服务熟悉度	B您之前是否了解过“图书馆的智慧服务”相关宣传与功能
用户技术努力预期	B您第一次接触到图书馆的新智慧系统与设备时，没有花费太多时间与努力，很容易便能学会
馆员职业精神	C您感觉图书馆员的语言沟通能力和服务态度令人
馆员职业能力	C您发现向智慧馆员寻求帮助能够弥补智慧机器设备带来的不足
用户之间社群类互动	D您愿意推荐周围的家人朋友、同学同事使用利用图书馆的智慧服务
	D您愿意参与图书馆组织的围绕“智慧图书馆”主题的活动或者协作项目（如馆藏资源检索、数字化技能讲解等宣讲）
	D只要时间方便，您会经常参与图书馆组织的围绕“智慧图书馆”主题的活动或者协作项目
终端易用性判断	E图书馆对已有的智慧系统或智慧设备其使用方法或规则，介绍得通俗易懂
	E您现在可以熟练操作使用图书馆已有的智慧系统和智慧设备（自助借还、自助查询等）
	E您访问图书馆网站时，认为其做到了页面清晰，浏览舒适，功能查询与资源检索便于发现
联结趋向	F您平均每月使用利用图书馆智慧技术、设备、系统的次数
联结趋向	F您乐意接受图书馆根据您自身的检索、借阅记录，推送您可能感兴趣的其他相关内容

Table 2

Table 3

Table 4

Table 5

Table 6

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KMO值		0.948
Bartlett球形度检验	近似卡方	5 345.915
	df	276
	p值	0.000

因子编号	特征根			旋转前方差解释率			旋转后方差解释率
因子编号	特征根	方差解释率/%	累积/%	特征根	方差解释率/%	累积/%	特征根	方差解释率/%	累积/%
1	5.549	27.746	27.746	5.549	27.746	27.746	4.850	24.250	24.250
2	3.207	16.035	43.782	3.207	16.035	43.782	2.237	11.183	35.433
3	2.145	10.725	54.507	2.145	10.725	54.507	2.199	10.994	46.427
4	1.482	7.412	61.918	1.482	7.412	61.918	2.079	10.395	56.822
5	1.086	5.428	67.346	1.086	5.428	67.346	1.732	8.658	65.480
6	0.971	4.857	72.204	0.971	4.857	72.204	1.345	6.724	72.204
7	0.801	4.006	76.210	-	-	-	-	-	-
8	0.633	3.165	79.375	-	-	-	-	-	-
9	0.614	3.069	82.444	-	-	-	-	-	-
10	0.521	2.605	85.050	-	-	-	-	-	-
11	0.451	2.255	87.305	-	-	-	-	-	-
12	0.425	2.125	89.429	-	-	-	-	-	-
13	0.380	1.902	91.332	-	-	-	-	-	-
14	0.338	1.689	93.021	-	-	-	-	-	-
15	0.315	1.576	94.597	-	-	-	-	-	-
16	0.274	1.369	95.966	-	-	-	-	-	-
17	0.225	1.125	97.091	-	-	-	-	-	-
18	0.215	1.073	98.165	-	-	-	-	-	-
19	0.186	0.930	99.095	-	-	-	-	-	-
20	0.181	0.905	100.000	-	-	-	-	-	-

维度	变量	评价因子	因子载荷系数
维度	变量	评价因子	因子1	因子2	因子3	因子4	因子5	因子6
图书馆技术行动者	网络连接度	智慧系统与设备用户亲和力与灵活性	0.824
	网络连接度	智慧系统与设备配备充足度与需求匹配	0.77
	网络稳定与动态变化	前沿技术引入	0.855
	网络稳定与动态变化	用户反馈的回复与采纳响应	0.8
	空间与导航	环境人类体感调控	0.785
	空间与导航	空间布局清晰完备	0.748
	用户馆员互动搭建	用户终端便捷沟通情况	0.772
用户人类行动者	服务预知度	用户智慧服务了解度		0.839
	数字素养和技能	信息软件操作技术能力		0.797
	努力预期	智慧系统与设备时间与努力耗用		0.525
馆员人类行动者	图书馆员支持性	馆员职业精神			0.823
馆员人类行动者	图书馆员支持性	馆员职业能力			0.821
人类行动者之间 “转译”活动	用户社群互动	协作活动参与意愿				0.921
		参与协作活动优先级判定				0.895
		社群智慧服务分享				0.507
“人类-技术行动者”之间“转译”活动	内向——终端易用性	智慧系统与设备使用规则易懂情况					0.778
		门户浏览清晰与舒适情况					0.756
		智慧系统与设备操作熟练度					0.603
	外向——联结趋向	个人信息使用与利用						0.695
	外向——联结趋向	智慧系统与设备利用次数						0.621

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User Experience of Public Library Intelligent Service from the Perspective of Actor Network Theory

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