Please use this identifier to cite or link to this item: http://hdl.handle.net/11455/7855
標題: 網路系統對圖書館文獻傳遞服務之影響評估
Evaluating the Impact of a Network System on Document Delivery Services in Libraries
作者: 鍾雪珍
Chung, Hsueh-Jen
關鍵字: document delivery services;文獻傳遞服務;Library Cooperation Online System;perfokrmance evaluation;library network;全國館際合作系統;績效評估;圖書館網路系統
出版社: 圖書資訊學研究所
摘要: 
摘 要
長久以來文獻傳遞服務一直是圖書館擴大讀者使用資料範圍,以及館際間互通有無的途徑,但由於過去多採用人工處理的方式,作業績效並不理想。隨著資訊科技的進步和電腦網路的發達,讀者對於資料的獲取更注重方便性與時效性,館際互借及文獻傳遞服務也朝向電子化、網路化的方向發展。本研究探討由人工作業轉換成網路系統後對文獻傳遞服務所產生的影響。
本研究採用內容分析法和問卷調查法,針對國立交通大學圖書館使用「全國館際合作系統」前後一年,進行網路系統對文獻傳遞服務的影響評估,評估點包括:申請件數量、完成率、回覆時間、費用、傳遞方式、使用者滿意度及文獻品質等項目,比較人工作業與使用網路系統後的績效分析。並輔以訪談法,探討館員使用網路系統後,對其工作產生的影響。
本研究的結論,可分為文獻傳遞服務的績效評估與讀者滿意度調查及館員訪談結果三部份。在文獻傳遞服務績效方面:一、使用網路系統進行文獻傳遞服務後,申請件數量大幅度的成長;二、以網路系統進行文獻傳遞服務後,申請件完成率高達百分之七十以上;三、以網路系統進行文獻傳遞服務後,回覆時間明顯的縮短;四、以網路系統進行文獻傳遞服務後,平均費用略微降低。在讀者使用情況與滿意度調查方面:一、讀者對文獻傳遞服務回覆時間感到滿意;二、讀者對文獻資料的傳遞品質感到滿意;三、讀者在選擇文獻傳遞服務第一個考量因素為回覆時間;四、讀者認為使用網路系統進行文獻傳遞服務後,改善文獻傳遞服務的回覆速度和增加使用率。而館員訪談方面為:一、網路系統使館員在文獻傳遞服務所扮演的角色由執行者轉變為監督者;二、網路系統使圖書館文獻傳遞服務成本降低;三、館員對於使用網路系統進行文獻傳遞服務給予正面的評價,尤其是結算系統,減輕館員許多事務性的工作。
本研究的建議為:一、加強「全國館際合作系統」的宣傳與推廣;二、「全國館際合作系統」應該持續擴增功能及增加合作伙伴;三、「全國館際合作系統」應該有一個常設的單位負責維護;四、文獻傳遞服務的費用應該編列圖書館預算的範圍之一;五、統一文獻傳遞服務的收費標準。
【關鍵詞】:文獻傳遞、全國館際合作系統、績效評估、圖書館網路系統

Abstract
For a long time, the document delivery services have been the channel for readers to broaden the scope of the materials and been the path to support each other among libraries. Due to the past manual operation, the performance of document delivery did not perfect as expected. With the development of the information technology and computer network, readers pay more attention on the convenience and efficiency to obtain materials. The developments of interlibrary loan and document delivery services are heading to the way of more automation. This research discussed the impact on document delivery services from manual operation to the application of the network system.
The methodology in this study includes content analysis, questionnaire survey and domestic participants interview. The key factors for measuring the effectiveness of the “ Library Cooperation Online System” included volume, turnaround time, filling rates, cost, delivery options, materials quality and readers' satisfaction survey. The data gathered from the periods before and after using the system was provided by the interlibrary loan librarians in NCTU library.
The conclusion in this study included three parts: (1)performance evaluation of document delivery;(2)readers' satisfaction survey;(3)librarians' notion. Firstly, the results of the performance evaluation of document delivery indicated that:(1)After using the Library Cooperation Online System , the volumes increased by a wide range;(2)After using the System , the filling rates got up to 70﹪;(3)After using the System , the turnaround time shortened obviously.(4)After using the System ,average cost decreased slightly. Secondly, the results of the readers' satisfaction survey can be specified as follows: (1)The readers are satisfied with turnaround time;(2) The readers are satisfied with delivery quality;(3)The first factor which influenced the readers to choose document delivery services is turnaround time; (4)The readers deemed that using the system improved turnaround time and increased utility rate. Finally, the results about librarians' notion are: (1)The network system changed the role of the librarians from executors to superintendents in the document delivery services;(2)The network system reduced the prime cost of the document delivery in the libraries; (3)The librarians are satisfied with the network system of the document delivery, especially the balance system.
The study proposed that(1)Strengthen the popularization and promotion of the “ Library Cooperation Online System”; (2)The system should continue to increase system functions and cooperated partners;(3)Establish a permanent organization to maintain the system;(4) The cost of document delivery should be included in the budget of the libraries;(5)Unify the charge of document delivery services in the libraries.
URI: http://hdl.handle.net/11455/7855
Appears in Collections:圖書資訊學研究所

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