Reference services

圖書館應用網際網路提供參考服務乃時勢所趨，圖書館必須改變參考服務的方式與態度，發展新的資訊服務項目及提昇服務的品質，以滿足使用者真正的資訊需求·國外已有許多文獻探討網際網路於參考服務的應用和影響，但是我國則甚少專門探討該課題的文獻，致使網際網路應用於我國圖書館參考服務的情形如何，不得而知·因而引發筆者的研究動機，以瞭解目前我國大學校院圖書館參考服務應用網際網路的情形，期能進一步提出建議，作為我國大學校院圖書館利用網際網路提供參考服務與拓展資訊服務之參考.

Nowadays it is a trend for libraries to provide reference services through the Internet. Libraries have to change the way of and the attitude toward reference service to develop new information services and to upgrade the quality of services. There are lots of documents dealing with the influence of reference service on the Internet. In Taiwan however there are few documents discussing this issue. Thus we do not know much about how the Internet is used to provide reference services in the libraries in Taiwan. This article is intended to research the conditions under which the Internet is being used in providing reference services in the libraries in Taiwan. Furthermore the author also provides some suggestions for the university and college libraries in Taiwan to adequately provide reference services via the Internet and to promote information services.

網際網路資源以驚人的速度增加，圖書館應用網際網路提供參考服務乃時勢所趨。本文旨在探討網際網路參考資源的類型、參考服務應用網際網路參考資源的效益，以及參考服務應用網際網路資源的問題，並針對上述議題提出若干建議。

The rapid growth of Internet resources makes it the major provider of library reference services. This paper discusses the types, effectiveness and problems of Internet reference resources and services. This paper also offers some suggestions for libraries concerning the providing of reference services through the Internet.

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。

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.