Analysis Of Archive User Needs Based On Social Listenin

The archives are the bases for the centralized storage of important archives of the Party and the state,and the center for all aspects of society to use archival information resources.Archival institutions constantly emphasize that they must adhere to the concept of "user first",user-centered,demand-oriented,and strive to improve the quality and ability level of archival services,but what are the needs of archival users? What are the requirements? How to conduct research and grasp these needs to provide users with truly personalized,efficient and customized services? At present,the research and investigation methods on the needs of archive users are mostly based on questionnaire research,highly condensed questions,limited choices,the knowledge level of the respondent,the emotional state when filling out the questionnaire and the subjectivity and inducement that may exist in the design of the questionnaire may cause errors between the research results and the real situation,only the objective information actively expressed when the archive user is not controlled by subjective consciousness can effectively reduce the error.In order to obtain authentic,multi-expression,and simple profile user information,this study adopts the method of social listening.Different from the traditional questionnaire method,this method can widely and accurately obtain the expression of the real needs of file users.The social listening method used in this study is to analyze data by extracting valuable information from social media data.This paper relies on the two platforms of the provincial archives website and the archives We Chat public account to collect and analyze the user Q&A and comment information in the interactive communication section.A total of 19,699 user interaction information was collected from the website of provincial archives,and the archive We Chat public account platform collected a total of 2268 interactive information of archive users.After analyzing the data information,the correspondence between normalized expression and specific actual expression was obtained,and 11 real needs of archive users were condensed,such as verification and investigation needs,conflict resolution needs,knowledge service needs,personal improvement needs,practical and aesthetic needs,education needs,service mode innovation needs,solution needs,interaction needs,archive product requirements,and emotional needs,which correspond to the three major demand levels of basic,expectant and excited in the KANO model.The author analyzes the outstanding problems in the three major levels,and finds that there are problems such as insufficient understanding of the functions of the institution and the structure of the archives in the collection,the slow development of archives social media innovation services,and the lack of mature development mode and operation system of archival products,and then propose corresponding solutions to the problems,such as insight into needs to broaden innovative service ideas,activate the educational function of archives,study localized archival product development models,and gain insight into users’ inner world from an emotional perspective.Strategies such as helping to create the meaning of archival products in order to provide some reference ideas for improving the service quality and capability level of archives.