讀者服務與問題讀者

The Study of Users Services and Problem Users for Libraries

宋雪芳(Sheue-Fang Song)

《臺北市立圖書館館訊》 24卷2期 (2006/12) Pp. 45-53

摘要

圖書館是一個具有文化、教育、資訊以及休閒等多樣化功能的社會機構，致力於企圖建構完整的知識服務體系。所以服務讀者的資訊需求成為我們的主要業務。讀者服務中的問題讀者是個老議題，但卻始終存在且仍待解決，本文擬就圖書館在進行讀者服務時，除須照顧一般核心讀者外，同時也須將問題讀者需求納入整體考量的議題做一探究。

關鍵字

讀者服務 ； 特殊讀者服務 ； 問題讀者 ； 困難讀者 ； 具挑戰性讀者

並列摘要

The issue of the problem users in library is as old as the library profession. Till today, libraries still have had to deal with these users. Users Services are very important in library. This article states about library user services history and trends of problem users' issue.

並列關鍵字

Customer Services ； Special Customer Services ； Problem Patron ； Difficult Patron ； Challenging Patron

參考文獻

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Emerita M. Cuesta(1996).Patron Behavior in Libraries: A Handbook of Positive Approaches to Negative Situations.Chicago:American Library Association.

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John H. Sandy(1997).By Any Other Name, They're Still Our Customers.American Libraries.28(7),43-44.