臺北地區公共圖書館問題讀者處遇之研究

林祥昌(Shiang-Chang Lin)

指導教授 ： 盧秀菊

國立臺灣大學/文學院/圖書資訊學研究所/碩士(2006年)

https://doi.org/10.6342/NTU.2006.00418

摘要

圖書館五大類型中，公共圖書館的讀者群最為多元，其所引發的問題事件猶如社會問題之縮影，基於保障資訊普遍利用、避免對個人藐視及誤上標籤的原則，將引發問題事件的讀者視為問題讀者雖受爭議，多數學者仍採用「問題讀者」作為圖書館內問題行為、問題事件及處遇方式之研究議題。

公共圖書館之服務理念，不因服務對象之背景不同而有所差異，對各類型讀者採取極低的使用限制，社會底層階級及弱勢群體在公共圖書館同樣受到歡迎；問題讀者之成因，深受個體本身及情境之間交互作用，影響層面多元且複雜，其所引發的問題事件儼然成為圖書館經營上關注的焦點；為兼顧服務之開放性與資源之普遍利用，對於問題讀者及館內不當行為進行規範及處遇研究，成為必然之趨勢。

近年來國內公共圖書館問題讀者議題之研究，著重於問題行為之認定與問題事件處遇之法律議題部分，與國外研究相較下仍顯不足；研究發現台北地區問題讀者發生之原因及類型複雜，尤其問題讀者個人背景因素不明，成為了解個案上最大的盲點；社工、心理、法律等知識、個人工作資歷及館員在職訓練，皆有助於第一線館員從事問題事件之處遇技巧；此外，館內人力調配、建立危機管理及相關支援機構之聯繫機制皆有助於圖書館掌握及因應問題事件。多數受訪者認為相關規範及政策之訂定有其必要性，本論文亦於研究中擬具館內不當行為規範及處遇模式範例提供實務界參考。

關鍵字

問題讀者 ； 底層階級 ； 處遇 ； 館內不當行為 ； 危機管理

並列摘要

Among five kinds of libraries, the public libraries possess the most multiple readers, the problem incident caused by whom is like the epitome of social problems. Under the principles of protecting general use of information, avoiding personal depreciation, and the misuse of labeling, most scholars still adopted “problem readers” as the research issues while dealing with problem behavior, and problem incidents inside the libraries; although, it was controversial to regard readers who caused the problem incidents as the problem readers.
The service principle of the public libraries does not discriminate readers by their backgrounds. The public libraries allow all types of readers to use their equipment and resources without unreasonable restriction. Underclass and unprivileged people are welcome as well. The causes of problem readers are under the influence of interaction of individuals and situations. Dealing with problem incidents has become the spotlight for library management. In order to consider the openness and general use of information, doing research in norm and treatment toward problem readers and behavior inside the libraries has become an important topic.
In recent years, the studies on problem readers in Taiwan public libraries have emphasized on the law issues concerning how to define the problem behavior and to deal with the problem incidents. Compared with foreign studies, domestic studies on problem readers are still insufficient. This study discovers that the causes and types of problem readers in Taipei area are complicated, especially for problem readers’ backgrounds, which became an obstacle to understand the cases. Knowledge of social work, psychology, law, personal working experience, and on-the-job training can reinforce librarians’ ability to deal with incidents and can improve service skills. Moreover, the arrangement of human resources and the establishment of crisis management and communication of relative assistant institutions are helpful to maintain the libraries and handle the incidents. Many interviewees consider it necessary to establish norm and policy for treatment. The author also drafted a norm for unacceptable behavior and model of treatment in this study for public librarians’ reference.

並列關鍵字

problem reader ； reader’s problem ； underclass ； unprivileged people ； treatment ； unacceptable behavior in the library ； crisis management

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