圖書館網站功能需求與服務研究－以國家圖書館為例

RESEARCH ON LIBRARY WEBSITE FUNCTION AND SERVICE NEEDS : THE CASE OF NATIONAL CENTRAL LIBRARY

陳澄瑞(Chen-Jui Chen)

指導教授 ： 林淑瓊

大同大學/經營設計學院/資訊經營學系所/碩士(2008年)

摘要

隨著時代變遷與資訊社會發展趨勢，使用者對於網站功能與服務品質要求不斷提升，而國家圖書館在此環境中扮演資料提供者的重要角色，其網站對於使用者而言成為資訊查詢的重要樞紐，所以建置符合使用者需求的優質網站，成為國家圖書館網站經營者的重要課題，在此關連中使用者對於網站功能與服務提供的重視與實際使用的認知程度成為本研究欲探討的主題。研究中首先透過文獻分析，解析與建構圖書館網站的四大評估構面，含「網站內容」、「網站架構與導覽」、「網站設計」、「網站服務與推廣」等，共 41 項指標；同時分析國內外圖書館應用 Library 2.0 的研究文獻及美國國會圖書館網站提供之 Library 2.0 服務項目，由此彙整圖書館網站 Library 2.0 的建議服務項目，包含「部落格」、「RSS」、「即時訊息」及「維基」等等四類服務功能，10 種業務項目。研究中結合網站評估指標與 Library 2.0 之建議服務項目以設計問卷，並以國家圖書館網站使用者為問卷調查對象，調查網站使用者對於國家圖書館網站各項功能的重視程度與實際使用網站的認知符合程度，及若國家圖書館提供 Library 2.0 服務功能時，使用者的重視程度與需求程度。
本研究結果顯示，國家圖書館網站使用者較重視網站內容品質、資源搜尋與內容取得效率等功能指標，並且使用者對於網站功能指標的重視程度與認知符合程度二者間存在顯著差距，尤其以「網站內容」構面，是使用者認為二者間差距較大者，說明使用者認為網站內容的正確性與即時性與實際資訊的提供間具有差異；另對於具有 Web 2.0 基本概念的使用者，若國家圖書館提供 Library 2.0 服務功能，表示是重視且是有需求的，並且「提供部落格作為圖書館與使用者間之學術交流管道」功能，使用的重視程度與需求程度最高。本研究成果可提供國家圖書館作為調整與強化目前網站功能的依據、作為經營決策者或網站維護人員制定相關服務策略時之參考，並提供各類型圖書館網站建置或更新時之參考，藉以提昇網站服務品質與使用者滿意度。

關鍵字

網站評估指標 ； Library 2. 0 ； Web 2.0 ； 國家圖書館 ； 圖書館網站

並列摘要

In response to the change of time and the development trend of information society, the patrons have a higher and higher requirement on the website function and service quality. In this environment, as the National Central Library plays an important role in data provision, its website becomes an important pivot for the patrons to inquire information. For that reason, it becomes an important subject for the website operator of National Central Library to establish good quality website that conforms to the patrons’ requirement. According to such relationship, this research aims to discuss the importance the patrons attach to the website function and service provision as well as their cognition conformity degree during using it. First, this research analyzes some literatures to parse and construct four aspects of the library website, including website content, website structure & navigation, website design, website service & promotion, involving totally 41 indicators. At the same time, this research analyzes the research literatures about the domestic and foreign libraries applying Library 2.0, and the Library 2.0 services provided by the website of Library of Congress, United States. Bases on the above analysis, this research tries to advance some suggestions on the services of Library 2.0. This research designs a questionnaire based on the combination of the above two points, and takes the patrons of National Central Library website as the research objects, in order to discuss the importance the patrons attach to the National Central Library website function and their cognition conformity degree during using it, and discuss the patrons’ attention degree and demanding degree if Library 2.0 services are provided by the National Central Library in the future.
Through the research, it is found that the patrons attach the most importance to the content quality and resource searching function of National Central Library website. However, there is an obvious difference between their attention degree and cognition conformity degree to the website content, suggesting that in the patrons’ opinion, there is a difference between the website content and the real information as for the content correctness and timeliness. For the patrons who have some basic concepts of Web 2.0, that National Central Library provides Library 2.0 services in the future should be emphasized and needed. Among them, the function of providing blogs as a channel for the library and the patrons to make academic communications is most emphasized and required. This research result can be used as a basis for the National Central Library to adjust and enforce the website function, as a reference for the business decision maker or website maintainer to establish related service strategies, and as a reference to establish and update library websites of all kinds, thus improve the website service quality and the patrons’ satisfaction.

並列關鍵字

Website Evaluation Indicator ； Library 2. 0 ； Web 2.0 ； National Library ； Library Website

參考文獻

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