透過服務設計創新知識服務以支援學術研究活動

Service Design for Innovating Knowledge Service to Support Academic Research Activities

王希(Wang, Xi)

指導教授 ： 林福仁

國立清華大學/科技管理學院/服務科學研究所/碩士(2015年)

摘要

目前教授與碩博士論文作為一個有價值的知識資源，為校園周邊的研究人員提供重要參考。隨著知識呈現的交換方式愈發豐富，本文以國立清華大學為場域，通過服務設計探討一種新的知識提供系統，以便合理開發和利用校園內軟硬體的信息與數據，並在現有條件的基礎上，優化校園知識管理。我們遵循雙鑽石理論，利用形象代言人、服務藍圖等工具進行服務設計。經過活動理論分析之後，做出符合顧客期待的系統原型，並再次運用活動理論進行測試，是否滿足顧客的需要。這項研究的目的在於提出一種新的知識創新方式，以幫助圖書館建立不同學術領域內教師，碩、博士研究生之間的知識網路，並期待為進一步的研究有指向作用。

關鍵字

知識管理 ； 服務設計 ； 雙鑽石理論 ； 活動理論

並列摘要

Academic papers including Ph.D. dissertations and master theses are valuable knowledge resources, as an important reference of researchers in the campus. This article examines a new approach to measuring the service of how to reasonably explore and utilize such information and data, and optimize the knowledge management under existing conditions at the same time. We adopted the Double Diamond Model to guide the use of service design, such as persona and customer service blueprint, to generate service prototypes. Based on the Activity Theory analysis, a system prototype was established after finding out the expectations of users. This research aim to propose a new methodology to facilitate the library of National Tsing Hua University to set up complete links among faculty, PhD and master students majoring in different academic professions.

並列關鍵字

service design ； knowledge management ； Activity Theory ； Double Diamond Model ； Service Blueprint

參考文獻

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Baskerville, R., & Dulipovici, A. (2006). The theoretical foundations of knowledge management. Knowledge Management Research & Practice, 4(2), 83-105.

Barab, S., et al. (2004). "Using activity theory to conceptualize online community and using online community to conceptualize activity theory." Mind, Culture, and Activity 11(1): 25-47.