(第 10 期)   第五卷第二期   2011 年 6 月 1 日出刊

圖書館知識服務經營現況與潛在客戶需求調查研究

本文關鍵字:知識服務圖書館管理知識管理顧客導向 Knowledge servicesLibrary managementKnowledge managementCustomer orientation

本文摘要

本研究旨在探索圖書館知識服務的內容及類型,潛在客戶的需求及各項服務要素的重視度,分別收集供給與需求兩方觀點的實證資料,供給方為國家、學術、公共、專門圖書館等圖書館經營者,需求方來自網路中潛在客戶,研究方法同時採用質化訪談及量化問卷調查。研究結果顯示,內容正確性是潛在客戶利用知識服務之首要考量因素,利用意願較高的是閱讀活動教案設計,最重視平臺知識庫的專業內容,較不重視行動化及社群機制的要素。期許更多圖書館員思索並開發更多的知識產品,主動創造客戶的知識需求。
This study aims to explore the content and type of knowledge services provided by libraries, and the potential customers’ needs and which factors affect their willingness to use. Empirical data were collected from both the supply and demand perspectives. The supply side perspective was collected from national, academic, public, and special library managers, and the demand side perspective was collected from potential customers via the Internet. The results indicate that the most important factor that the potential customers care about is the content accuracy, and they are willing to obtain knowledge about the curriculum design for reading activities from several choices. Moreover, the most influential factor about the knowledge service platform is the professional knowledge content; however, potential customers do not think mobile and social network factors are vital issues for the design of a knowledge service platform. We hope that librarians will develop more knowledge products and actively create the knowledge needs for customers in the future.
全文下載網址:http://lac3.glis.ntnu.edu.tw/vj-attachment/2011/07/attach73.pdf

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