针对高校图书馆全开架服务模式下读者意见的形成因素与管理存在的问题,提出引入“五常法则”对其全面系统的管理,从而提高意见的受理与处理效率,真正起到推进图书馆服务工作的目的。 Aiming at the problems existing in the formation of readers’ opinions and management problems under the model of full-open service in university libraries, this paper proposes that the introduction of the “five rules” be used to manage them comprehensively and systematically so as to improve the efficiency of accepting and processing opinions. The purpose of service work.