大專院校服務團隊之數位服務模式探討－服務學習觀點

A Study of the Digital Service Models of Service Teams in Higher Education Schools from Service-Learning Perspective

林怡秀(Yi-Hsiu Lin)

指導教授 ： 吳肇銘

中原大學/商學院/資訊管理研究所/碩士(2005年)

https://doi.org/10.6840/cycu200500598

摘要

隨著資訊科技的快速發展與知識經濟時代的來臨，資訊及知識的取得與應用成為競爭機會的來源。然而，不同社群、階級因為獲取資訊的資源與能力有所差異，形成了「數位落差」的現象。 這個世界性的問題，近年來在國內受到注意與重視。事實上，運用大專院校的專業能力與資源來協助縮減數位落差工作的方式，漸受到關注。在面對「數位服務」工作時，服務團隊該如何有效應用資訊科技施予不同的專業協助？如何來規劃、 執行？以達最大的雙贏，創造弱勢團體之數位機會，亟需有成功的服務模式做為進行數位服務之參考依據。故本研究以「服務學習」觀點來探討大專院校服務團隊進行的數位服務內容，建構出不同類型之數位服務模式，供未來在準備、執行數位服務時有一參考的基礎。 本研究採用個案研究的方式，針對數位服務內容為資訊應用-商務應用與資訊教育類型的個案團隊，進行深入的剖析。根據個案訪談的過程中，本研究歸納出以下幾點結論： 1. 學校推動機制面：在課程安排方面，必須特別規劃課程的設計、投入、互動、評量；行政配合方面，建置後勤與獎勵機制，有助於數位服務推展進行。 2. 機構（社區）配合面：建置單一溝通窗口機制，而溝通窗口的合作意願、對組織的公信力、資訊素養影響雙方進行數位服務的內容與成效。此外，由於雙方的數位落差，在溝通與流程（業務與教學流程）方面，尤需妥善配合。 3. 學生規劃與執行數位服務面： （1） 業務運作方面：進行數位服務流程主要有選擇服務類型、組成團隊、尋找合適服務對象、取得信任與建立溝通窗口、需求調查與分析、發展服務計畫與尋找外部資源、執行服務、成果評估與檢討等八個步驟流程。而團隊成員之角色與能力、課程的投入、溝通技巧為要素。 （2） 服務內容方面：資訊應用之商務應用類型－可針對原住民部落社區或非營利機構，協助其業務運作之行銷與銷售、服務之活動，以及提供資訊流、商流、部份物流之整合服務。資訊教育類－可針對數位資源不足之學校，進行資訊教學環境基礎建設、資訊能力提升、資訊教育推廣活動等數位服務活動。 （3） 困難方面：進行數位服務遭遇到信任面、資源面、專業調整面、評估面等四方面的問題。

關鍵字

非營利組織 ； 服務學習 ； 資訊科技融入教學 ； 數位落差

並列摘要

To comply with rapid development of information technology as well as approaching of knowledge economy era, obtaining and application of information and knowledge have become to the sources of competitive opportunity. However, a phenomenon of 「digital divide」has been formed due to variation of resources and capabilities in obtaining information among different societies, populations and classes. This worldwide issue is also paid much attention and attached importance in Taiwan. As the matter of fact, it is gradually concerned that the way of assistance in bridging digital divide with using of colleges’ professional capability and resources. To facing the work of 「digital service」, how does service team effectively apply information technology by offering different professional assistance? How do they plan and implement? Creating the digital opportunity for disadvantaged minority in order to achieve maximum win-win, a successful service model as a proceeding reference of digital service is extremely needed. Therefore, this study adopts perspective on service-learning to confer colleges service team in proceeding contents of digital service and to construct different types of digital service model in order to provide a reference for preparation and implementation of digital service in the future. This study adopts ways of case study in the light of contents of digital service as the case team of information application, business application and information education to proceed in depth analysis. According to the process of case interview, the following conclusions are induced: 1. The aspect of moving function in schools: Design, put-in, interaction and assessment of curriculum have to be specially planned with regard to curriculum arrangement. To harmony with administration, establishment of logistics and rewarding function will assist digital service in pushing forward.
2. The dimension of institution (community) match up: Through being established an one-window communication function, its cooperation willingness toward public creditability of organization as well as impact of information accomplishments in proceeding contents and effectiveness of digital service for both parties is required. In addition, due to digital divide of both parties in terms of communication as well as business and teaching processing, proper match-up is needed.
3. Sides of students planning and implementing of digital service:
(1) Operations: Eight steps of proceeding digital service process are: selection of service types, team formation, seeking for appropriate service subject,obtaining trust and establishment of communication window, investigation and analysis of demands, development of service plan and looking for external resources, service implementation, as well as results assessment and discussion. Roles and abilities of team members, curriculum put-in and communication skills are elements as well.
(2) Service Contents: Types of business application of information application – With aim at community of aboriginal tribes or non-profit organization, it assists in marketing and selling of business operation, service activities, as well as providing integration service of information, business and partial logistics. Types of information education – In the light of schools without sufficient digital resources, digital service activities of proceeding basic construction of information teaching environment, promoting of information capability as well as developing of information education are focused.
(3) Difficulties: Areas of trustworthiness, resources, profession adjustment and assessment in proceeding digital service are experienced.

並列關鍵字

Non-profit organization ； Information Technology Integrated Teaching ； Service-Learning ； Digital Divide

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