臺灣博碩士論文加值系統

數位參考諮詢服務在國內大學圖書館中已逐漸成為一項常態性服務，此種新型態服務由於網路發達，使用者可不必親自至館員面前詢問問題，因而受到歐美圖書館界重視，認為數位參考諮詢服務可拓展圖書館的使用者族群及加強圖書館服務之範圍。而提供創新的圖書館數位參考諮詢服務必須要定期的評鑑，才可確保服務品質、效率方面都能符合使用者之需求，以期提升大學圖書館的專業形象與滿意度。基於上述背景與動機，本研究之目的係先了解國內大學圖書館數位參考諮詢服務評鑑之現況，再從相關文獻中歸納出數位參考諮詢服務評鑑指標，並以國內大學圖書館參考諮詢館員之實際工作經驗，來了解參考諮詢館員之看法與建議，最後歸納出大學圖書館數位參考諮詢服務評鑑指標。
本研究以問卷調查法為主，訪談法為輔；研究對象為全國97所大學圖書館。研究工具為「大學圖書館數位參考諮詢服務評鑑指標問卷調查」，共計發放176份問卷，回收125份，淨回收率71%。封閉性問題運用SPSS統計軟體，依研究問題性質分別採用描述性統計、t檢定與因素分析等方法進行分析；開放性問題則以人工方式進行彙整。分析完問卷之後，再邀請六位願意接受訪談之參考組長與館員進行半結構式訪談，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：(1)大學圖書館針對數位參考諮詢服務做評鑑者仍屬少數，已執行評鑑之大學圖書館，其評鑑方式以問卷調查使用者滿意度與量化數據呈現之方式比例最高。而大學圖書館尚未做數位參考諮詢服務評鑑之原因，則以人力不足之比例佔最高。(2)本研究之大學圖書館數位參考諮詢服務評鑑指標，共歸納出使用者滿意度面向、成本效益面向、數位參考諮詢服務過程面向與網站與軟體評估面向四大面向，共55項指標。(3)大學圖書館參考諮詢館員認為實際評鑑可行程度較低之指標多為主觀認知強烈之指標，以及計算較為複雜之指標。館員認為具主觀認知較強烈之指標，在實際執行評鑑時會因個人主觀因素之不一致而產生意見分歧之狀況，使得標準不一，造成評鑑之困難。而實際評鑑可行程度較高之指標多為具文字敘述性與基本數據統計之指標。
最後，依據研究結果提出下列四項建議：一、應加強推動大學圖書館數位參考諮詢服務評鑑；二、已做數位參考諮詢服務評鑑之大學圖書館應增加評鑑方式與內容深度；三、大學圖書館應積極制訂數位參考諮詢服務政策；四、大學圖書館平時應確實將評鑑所需資訊完整蒐集與妥善保存。

Digital reference service has become regular in university libraries. This new type service system is deemed important in Europe and US because users can ask questions without going to the librarian. The service can reach a lot more users and expand the library service.
The system should be periodically evaluated to promote service quality and efficiency to meet users’ demands which will enhance university libraries’ professional image and satisfaction. This study tried to generate a set of evaluation indicators of digital reference for service by the university library understanding current evaluation status, reviewing the relevant literature, and soliciting librarians opinions and suggestions through their practical experience.
This study employed questionnaire survey and in-depth interviews. The subjects are from 97 university libraries. A total of 176 copies of questionnaires were distributed and 125 copies were returned. The returned rate of questionnaire was 71%. Fixed-alternative questions were analyzed through Statistical Product and Service Solutions (SPSS) using descriptive statistics, t-test and factor analysis. Open-ended response questions were analyzed and subsumed with semi-structured interviews of six librarians into results.
Study results were as follows:
(1) Currently the most common method of evaluation in practice is to survey users’ satisfaction through questionnaire and the resulted is showed with quantitative data. Only a few university libraries adopted systematic evaluation. Lack of human resource is the major obstacle. (2) The evaluation indicators were divided into four dimensions, inducing users’ satisfaction, cost effectiveness, service process, and evaluation of software, a total of 55 indicators. (3) Indicators of less feasibility were usually those strongly subjective opinions and of high complexity. The personal subjective factors caused criterion inconsistency and increased difficulty of evaluation. Descriptive and basic statistical data were more feasible.
Hereby, four suggestions for university libraries were made, based on the conclusions of this study:
1. To adopt a systematic evaluation of digital reference service.
2. To expand the evaluation and to enhance the depth of evaluation content for libraries that already stasted evaluating their digital reference services.
3. To actively make digital reference service related policies.
4. To fully and accurately gather and preserve the information that evaluation needed.

第一章 緒論…………………………………………………………1
第一節 研究背景與機……………………………………………1
第二節 研究目的…………………………………………………2
第三節 研究問題…………………………………………………3
第四節 研究範圍與限制…………………………………………4
第五節 研究方法概述……………………………………………4
註釋……………………………………………………………….6

第二章 文獻探討……………………………………………………7
第一節 國內數位參考諮詢服務之現況…………………………7
第二節 大學圖書館傳統參考諮詢服務評鑑指標………………14
第三節 大學圖書館數位參考諮詢服務之評鑑指標……………27
註釋……………………………………………………………….42

第三章 研究設計與實施……………………………………………48
第一節 研究方法…………………………………………………48
第二節 研究對象…………………………………………………49
第三節 研究設計與實施…………………………………………50
第四節 資料處理…………………………………………………59
第五節 研究程序…………………………………………………59
註釋……………………………………………………………….61

第四章 研究結果與分析……………………………………………62
第一節 研究樣本資料資料分析…………………………………62
第二節 使用者滿意度面向分析…………………………………64
第三節 成本效益面向分析………………………………………70
第四節 數位參考諮詢服務過程面向中一般統計部分分析……74
第五節 數位參考諮詢服務過程面向中館員態度部分分析……80
第六節 網站與軟體評鑑面向中網站評估部分分析……………87
第七節 網站與軟體評鑑面向中即時軟體評估部分分析………91
第八節 大學圖書館數位參考諮詢服務評鑑指標………………96
第九節 實際執行評鑑之大學圖書館數位參考諮詢服務指標…106
第十節 綜合討論…………………………………………………117

第五章 結論與建議…………………………………………………120
第一節 結論…………………………………………………………120
第二節 建議…………………………………………………………124
第三節 後續研究建議………………………………………………125

參考書目…………………………………………………………….126

附錄一:「大學圖書館數位參考服務評鑑指標調查問卷」………133

附錄二:「大學圖書館數位參考諮詢服務評鑑指標訪談大綱」…140

一、中文
(一)圖書
王錫璋。圖書館的參考服務：理論與實務。臺北市：文史哲，民86年。
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。
林呈潢。圖書館統計標準與電子圖書館服務使用評量。臺北市：國家圖書館，民93年)
張淳淳等編著。參考資源與服務。臺北縣：空大，民92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。
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
吳美美。「參考服務政策與參考服務評鑑」。大學圖書館 3卷3期 (民88年7月)：頁39。
呂姿玲。「參考館員評鑑之探討」。書府 9期 (民77年6月)：頁52-63。
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。「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。
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。
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。
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 90卷4期 (民91年8月)：頁1-4。
羅思嘉。「讀者對參考服務滿意度影響因素之初探」，成功大學圖書館館刊 14期(民94年6月)：頁70-78。
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。「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。

(三)博碩士論文
涂曉晴。「我國大學校院圖書館參考服務應用網際網路之研究」。國立臺灣大學圖書館學系，碩士論文，民85年。
陳育佑。「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」。國立中興大學圖書資訊學所，碩士論文，民95年。
蔡碧芳。「我國大學圖書館數位參考服務發展之研究」。國立臺灣大學圖書資訊學所，碩士論文，民92年。

二、英文
(一)圖書
Baker, Sharon L. and F. W. Lancaster. The Measurement and Evaluation of Library Services. Washington D. C.: Information Resources Press, 1991.
Blandy, Susan G.., ed. Assessment and Accountability in Reference Work. New York: Haworth Press, 1992.
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Coffman, Steve. Going Live: Starting & Running a Virtual Reference Service. Chicago: American Library Association, 2003.
Hernon, Peter and Charles R. McClure. Evaluation & Library Decision Making. New Jersey: Ablex Publishing Corporation, 1990.
Janes, Joseph . Introduction to Reference Work in The Digital Age. New York: Neal-Schuman Publishers, 2003.
Katz, Bill., ed. Digital Reference Services. Binghamton. New York: Haworth Information Press, 2004.
Katz, William A. Introduction to Reference Work Vol. 2. New York: McGraw-Hill, 2002.
Lancaster, F. W. and C. W. Cleverdon. Evaluation and Scientific Management of Libraries and Information Centres. Leyden: Noordhoff, 1977.
Lancaster, F. W. If you want evaluation your library…. Champaign Illinois: University of Illinois Graduate School of Library and Information Science, 1988.
Lankes, R. David, John W. Collins III and Abby S. Kasowitz. Digital Reference Service in the New Millennium. New York: Neal-Schuman, 2000.
Lankes, R. David., ed. Implementing Digital Reference Services. New York: Neal-Schuman, 2003.
Lipow, Anne Grodzins. The Virtual Reference Librarian’s Hanbook. New York: Neal-Schuman, 2003.
Meola, Marc and Sam Stormont. Starting and Operating Live Virtual Reference Services. New York: Neal-Schuman, 2002.
Ronan, Jana Smith. Chat Reference: A Guide To Live Virtual Reference Services. Connecticut: Libraries Unlimited, 2003.

(二)期刊論文
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(三)網路資源
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