圖書館參考服務中讀者與館員衝突之探討

序號 9
刊名 大學圖書館
年份 1999
出版月份 1月
卷期 Vol.3 No.1
作者 藍素華
作者任職單位 國立台灣大學圖書館
摘要

由於讀者與館員之間的認知、價值觀常有差距,彼此溝通與了解的不足,加上種種的外在背景因素,導致實際參考服務過程中經常存在某些外在的、潛在的,來自讀者、館員,甚至來自圖書館本身的「衝突」。衝突並不全是負面的,圖書館如何面對並妥善因應衝突,如何有效地處理衝突,如何化衝突為圖書館革新的推力,是吾人應當深思的問題。本文即以圖書館參考服務中讀者與館員之間的衝突相關議題進行探討。

關鍵字 人際溝通參考服務專業倫理檢查制度衝突隱私權
頁碼 116-137
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Review
Title Conflicts in Library Reference Services
Author Su-Hua Lan
Author's title Librarian, National Taiwan University, Library
Abstract

This article contributes to a theme issue on conflicts issues in librarianship, especially for reference librarians. It's difficult in decision making for library reference services, due to many inevitable reasons, such as, ethics, value-based or code-based rule approach, privacy, censorship and human communication. This article identifies the three dominant factors to the study of conflicts issues for reference librarians, moral, communication and organization, and discusses how to help us clarifies the real conflicts at issue and opens the way to decision making.

Keywords censorshipconflictsethicshuman communicationprvicyReference services
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DOI