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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
引用: 一、中文 (一) 圖書 初景利。圖書館數字參考諮詢服務研究。北京:北京圖書館出版社,民93年。 莊健國。圖書館數位合作參考服務的理論與實務。臺北市:文華,民93年。 鄭恆雄、林呈潢、嚴鼎忠合著。參考服務與參考資訊。臺北縣:空大,民85年。 蘇小鳳。即時數位參考諮詢服務。臺北市:文華,民94年。 (二) 期刊論文 王哲。「網絡實時參考服務探討」。情報業務研究 7卷 (民93年),頁98-102。 沈靜。「Chat實時參考諮詢服務及其優缺點分析」。圖書館論壇 24卷3期 (民 93年6月),頁131-133。 柯皓仁。「公共圖書館之數位參考諮詢服務」。臺北市立圖書館館訊 22卷 2期 (民93年12月),頁8-19。 徐嘉僑。「數位參考服務在現代化圖書館的運用」。臺灣圖書館管理季刊 1卷2期 (民94年4月),頁60-76。 涂曉晴。「電子郵件參考服務-邁向虛擬參考服務之路」。國立中央圖書館臺灣分館館刊 6卷3期 (民89年3月),頁46-60。 蔡碧芳。「淺談數位參考服務」。美國資訊科學與技術學會臺北學生分會會訊 15期 ( 民91年12月),頁35-56。 蔡碧芳。「我國大學圖書館數位參考服務發展之研究」。大學圖書館 8卷1期 ( 民93年3月),頁193-215。 簡玉菱、柯皓仁。「網際網路時代的參考諮詢服務-線上合作參考諮詢服 務」。國家圖書館館訊 91卷3期 (民91年8月),頁1-4。 鍾雪珍。「E-Reference-參考服務新趨勢:從美國及上海的聯合數位參考 服務談起」。國家圖書館館訊 90卷4期 (民90年11月),頁5-9。 蘇小鳳。「英、美學術圖書館之虛擬參考服務-從電子郵件至現場網路影音 同步參考諮詢服務」。興大人文學報 32期 (民91年6月),頁557-571。 蘇小鳳。「大學圖書館合作式即時數位參考諮詢服務」。圖書資訊學刊 1卷 4期 (民93年3月),頁1-19。 蘇小鳳。「淺談即時數位參考諮詢服務中的人:參考館員之角色、工作模式 與態度」。中國圖書館學會會報 73期 (民93年12月),頁109-123。 (三) 網路資源 國立交通大學浩然圖書館。「線上互動讀者諮詢服務系統」。 < ategory=NCT> (2005年7月22日)。 臺北市立圖書館。「臺北市立圖書館參考服務視訊櫃臺簡介」。 < ppt#256,1,投影片1> (2005年7月22日)。 二、英文 (一) 圖書 Coffman, Steve. 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Primary Research Group Inc.. Creating the Virtual Reference Service. New York, New York: Primary Research Group, 2003. Ronan, Jana Smith. Chat Reference: A Guide to Live Virtual Reference Services. Westport, Conn.: Libraries Unlimited, 2003. (二) 期刊論文 Anonymous. “The Year in Review: The Top 10 Library Stories.” American Libraries 33, no. 11 (December 2002): 35-40. Arnold, Julie and Neal Kaske. “Evaluating the Quality of a Chat Service.” Portal 5, no. 2 (April 2005): 177-193. Arret, Linda and Steve Coffman. “To Chat or Not to Chat: Taking Another Look at Virtual Reference.” Searcher 12, no. 7 (July/August 2004): 38-46. Ascher, Marie T., Suzanne J. Crow, Haldor Lougee-Heimer, Susanne Markgren. “Asked and Answered-online: How Two Medical Libraries Are Using OCLC''s QuestionPoint to Answer Reference Questions.” Medical Reference Services Quarterly 23, no. 1 (Spring 2004): 13-28. 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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.
其他識別: U0005-2308200607431500
Appears in Collections:圖書資訊學研究所

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