請用此 Handle URI 來引用此文件: http://hdl.handle.net/11455/7994
標題: 公共圖書館即時數位參考服務之使用行為研究:以臺北市立圖書館為例
The Use and Patron Behavior of of Real-time Digital Reference Service in the Public Library: A Case Study of Taipei Public Library
作者: 陳育佑
Chen, Yun-Yun
關鍵字: Public Library
公共圖書館
Real-time Digital Reference Service
Patron Behavior
Satisfaction
即時數位參考服務
使用行為
滿意度
出版社: 圖書資訊學研究所
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摘要: 使用者是圖書館成功經營即時數位參考服務的關鍵因素,圖書館在提供即時數位參考服務時,需了解使用者的使用行為及態度,以便更符合使用者的需求。因此,本研究探討即時數位參考服務使用者的使用行為及態度,期作為未來圖書館規劃即時數位參考服務的參考。 本研究以臺北市立圖書館參考服務視訊櫃臺系統的使用者為研究對象,採用問卷調查法並輔以訪談法,問卷採行網路問卷形式供使用者填寫,問卷共回收162份,剔除無效問卷共計12份後,獲得有效問卷150份,封閉性問題以描述性統計、t檢定、卡方檢定及單因子變異數進行資料分析,開放性問題以人工方式進行彙整,分析完問卷之後再邀請20位已填答問卷之使用者進行半結構式訪談,並將訪談結果納入綜合討論之中,以歸納出研究結果。 研究結果總結如下:使用者以學生族群所占比例最高,而以年齡別觀看分布情況,21歲至30歲為使用比例最高之族群。使用者使用即時數位參考服務以嘗試新服務為主要使用理由,面對此情形圖書館需注意如何讓嘗試新服務的使用者,進一步成為服務的忠實使用者。使用者獲知服務管道,以臺北市立圖書館網頁為主要來源。使用者以未曾先自行查詢資源便直接進入系統詢問者居多,使用者直接進入系統詢問問題之原因為使用者認為專業人士查找資源較能節省搜尋資源的時間。而使用者詢問的問題類型以快速型居多,以特別探索型比例較低。學生族群使用地點以學校比例最高,而非學生族群使用地點則以家中比例最高。使用者通常於空閒時才進行問題詢問。使用者的使用日期分布情況,學生族群使用日期以星期日使用比例最高,而造成學生族群於星期日使用之原因為星期日開始著手準備學校的課業及進行假日活動的規劃,非學生族群則以周末假期使用比例最高,因為非學生族群通常於周末假期才有空閒時間進行問題詢問。而使用時段分布情形,學生族群使用時段以下午2點至3點比例最高,非學生族群使用時段以上午10點至中午使用比例最高。使用者遭遇困難情形與主機連線穩定度有關,而主機連線穩定度影響使用者對服務之整體評價及再回訪意願。使用者一般而言皆未要求開啟真人影像或語音。使用者對於即時數位參考服務態度,以持正面態度者居多。 根據研究結論提出以下的建議供參考: 1. 圖書館館方應進行使用者行為與態度之調查。 3. 圖書館館方對於即時數位參考服務應訂定簡潔易懂的服務名稱。 4. 圖書館館方應建立標準化的文字服務流程。 5. 圖書館館方應建立完善的回報管道。 6. 即時數位參考服務館員應加強線上參考諮詢的溝通技巧。
User is the key factor in determinig the success of Real-time Digital Reference Service. Understanding users' need and attitudes could help librarians successfully provide an Real-time Digital Reference Service. The research explores the user's behavior and attitude in Real-time Digital Reference Service for future reference. The subjects of this research were the clients of Real-time Digital Reference Service offered by Taipei Public Library named Live Referservice. The researcher adopted internet questionnaire survey and telephone interview. 150 valid questionnaires were obtained. Fixed-alternative questions were analyzed through Statistical Product and Service Solutions (SPSS) using descriptive statistics, Chi-square, t test and oneway ANOVA. Responses from Open questions were analyzed and subsumed into results. Twenty survey respondents were interviewed with semi-structural method through telephone.The majority of users of the real-time digital reference service were students. Most users aged from 21 to 30. Novelty is the main reason for the users to try the service. The library make an effort in keeping and make them logn-term ones.The primary channed for the users to learn about this service was the website of Taipei Public Library. Most users consulted Real-time Digital Reference before try searching by themselves without prior use of the search system of the website. They believed that professional librarians are more efficient in accessing materials that they are looking for. The most frequently asked questions were ready reference questions, whilespecific search questions an most infrequent. Schools were the main locations for the student users to use this service system; homes were the main locations for non-student users. The users usually used this service system in their casual hours. The distribution of the days they use this service system was: for student users, on Sundays; for non-student users, on weekends, the highest proportion. The causes for this distribution were: for student users, they usually use library to prepare for their school works, plan holiday activities on Sundays; for non-student users, weekends were their leisure time. The student users usually used this service from 2 p.m. to 3 p.m.; the non-student users used it from 10 a.m. to 12 a.m. The reported complaints were mainly about the instability of connection to the server for Real-time Digital Reference Service. Therefore, the stability of server played a key role in the users' whole evaluation of this service system and willingness to reuse it. Most of the users did not ask librarians to turn on the audio-visual feature. Generally, users' evaluations and comments about the service were very positive. Hereby, four suggestions were made, based on the conclusions of this study: 1) The library should conduct a survey of the behaviors of the users. 2) The library should contrive a concise name and self-explantory for the Real-time Digital Reference Service. 3) The library should establish a standardized procedure for text-based service. 4) Real-time Digital Reference librarians of Rreal-time Reference Service should enhance their communication skills for online reference interview.
URI: http://hdl.handle.net/11455/7994
其他識別: U0005-2308200607431500
顯示於類別:圖書資訊學研究所

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