以服務創新進化觀點探討埔里鎮立圖書館服務創新個案研究

本研究以榮獲2013-2016書香卓越典範圖書館殊榮的埔里鎮立圖書館為研究場域，其主要目的在於探究埔里鎮立圖書館服務創新三維度資源之內涵，及其推動服務創新之考量因素與具體策略。本個案研究以質性研究取向進行，深度訪談埔里鎮立圖書館蘇館長及圖書館活動策畫人員，訪談對象之服務年資從3年到20年不等，並輔以相關文件資料分析與蒐集，根據研究發現，歸納出結論如下：一、埔里鎮立圖書館以「愛上圖書館」為願景，活用文創美學的空間資源，結合館方與地方人力資源網絡，攜手共創社區知識與藝術文化生活中心。二、埔里地區讀者族群多元，埔里鎮立圖書館主動走進社區，以靈活彈性的服務均等的提供多樣化資源，增進讀者使用圖書館資源的便利性。三、埔里鎮立圖書館依循政府政策之引導，以在地情懷為核心精神，深耕社區人際網絡，成功活化在地資源，創造圖書館藝文與在地文化服務特色。四、埔里鎮立圖書館推動服務創新，為不同的利害關係人，創造出富含在地文化性的新價值，更使埔里鎮立圖書館在各項公共圖書館評鑑中屢獲佳績。伍、埔里鎮立圖書館進行新創服務時需考量政策規範、人力資源與經費來源等因素，關注讀者需求，巧妙的連結與整合地理環境資源，共同推動新創服務。最後，本研究根據上述研究結果，針對埔里鎮立圖書館的營運、鄉鎮級圖書館的服務創新及未來相關研究等方面提出建議。

關鍵字

公共圖書館；服務創新；服務創新進化觀點；埔里鎮立圖書館

並列摘要

The case study at Puli Township Library which won the honor of “An good model of scholarly excellecne in 2013-2016”. The main purpose of this study is to explore the connotation of the three-dimensional resources of service innovation and the factors that promote the innovation of service with specific strategy in Puli Township Library based on the evolutionary framework for service innovation. The case study was conducted in a qualitative approach and using in-depth interviews with Curator of library and librarians in Puli Township Library. The service years of interviewees ranged from 3 years to 20 years, supplemented by analysis and collection of relevant documents according to the research findings, the conclusions are summarized as follows: 1. Puli Township Library takes "falling in love with the library" as the development vision, and flexibly utilizes the advantageous space resources of cultural aesthetics, combines professionals in the library with local arts and cultural writers, to create a community center with knowledge and arts and culture. 2. The Puli town area is vast in size and diverse in readership. Puli Township Library takes the initiative to walk into the community to provide the needed resources to readers in a flexible and diversified service mode, and to enhance the convenience of the readers useing library resources.. 3. Puli Town Library, guided by government policies, deepens the network of people in the community with the spirit of geography, and successfully activates local resources to create the arts and in-place cultural features of library services . 4. Puli Township Library promoted service innovation, to create a new value of rich local cultural elements for different stakeholders, but also to make Puli Township Library gets many good successes in the various evaluations of public libraries. 5. Puli Township Library considered many factors for service innovation , as the policy norms, human resources and funding sources , and cleverly integrate and link with geographical resources to promote novel services. Finally, based on the above research results, this study gives some suggestions for Puli Township Library, township municipal library and future research.