【摘要】 随着互联网普及率的提升，用户对个性化信息服务的需求日益增长，公共图书馆服务的现代化转型成为必然趋势。社会化客户关系管理（SCRM）理论为公共图书馆提供了基于用户需求的个性化服务框架，帮助图书馆通过微信公众平台等新媒体工具实现精准推送、智能体验和定制资源服务等。以SCRM理论为基础，结合公共图书馆的微信公众平台的实践内容，构建了公共图书馆微信公众平台个性化服务体系，并分析了该体系中用户层、内容层、营销层和数据层的功能作用、协同机制与优化路径。更多还原

【Abstract】 With the increasing popularity of the internet, users’ demand for personalized information services is growing, the modernization transformation of public library services has become an inevitable trend.The theory of Social Customer Relationship Management(SCRM)provides a framework for personalized services based on user needs for public libraries, helping libraries achieve precise push, intelligent experience, and customized resource services through new media tools such as WeChat public platform. Based on the SCRM theory and the practical content of the WeChat public platform of public libraries, this paper constructs a personalized service system for the WeChat public platform of public libraries and analyzes the functional roles, collaborative mechanisms, and optimization paths of the user layer, content layer, marketing layer, and data layer in this system.更多还原