为了落实“以读者为中心，以服务为宗旨”的办馆理念，提高服务质量，避免馆员在读者服务中出现不负责任的现象，图书馆制订并推行“首问负责制”工作实施办法。通过这一措施切实建立图书馆服务质量保证体系，为读者提供满意的服务。

（一）“首问负责制”基本内容

“首问负责制”是指读者来馆后所问的第一人作为首问负责人，负责解答或指引到相关部门解答读者在利用图书馆文献资源时提出的各类问题，直到读者的问题得到解决，读者满意为止。

（二）“首问负责制”工作细则

1、对读者提出的咨询问题，无论是否属于本部门、本人的事情，首问负责人都必须主动、热情，不得以任何借口推诿、拒绝、搪塞读者。

2、凡读者咨询的问题，属于本部门工作范围的，首问负责人必须认真解答。由于客观原因不能解答或当时解答不了的，要向读者说明原因，并得到读者的谅解。

3、读者咨询的问题不属于本部门或本人职责范围的，首问负责人应将读者指引到相关部门，接受处理的部门和个人，须给予读者满意的答复。

4、如果读者咨询的问题确实不属于图书馆工作范围，应耐心向读者解释。                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                                           

5、全馆职工必须加强学习，进一步熟悉馆藏文献信息资源和馆内各业务岗位服务质量要求。在接待读者时做到本职工作范围内的咨询问题当场解答，与本职工作范围相关的咨询问题及时转达，使每个业务岗位都能做到“有问必答，有求必应，有应必果”，确保图书馆首问责任制的顺利实施。

（2014年3月修订）