資訊服務

在電子科技的衝擊中，我們正思索圖書館未來的角色與定位，包括電子圖書館應提供什麼服務，內容的深度與廣度等關鍵性的問題。面對組織變革之際，我們極需一套有用的思考工具。本文主張行銷理論提供一個有力的思考架構，可幫助我們有系統地描繪圖書館未來的藍圖。行銷理論不只是一個觀念，更包含一套可行的技術與程序。不但公共圖書館應講究行銷，大學圖書館亦應運用行銷的理論與技術來提昇圖書館在師生心目中的地位，並確保圖書館提供的產品與服務是我們師生所需要與珍惜的。非營利事業之行銷乃為大勢所趨，本文就大學圖書館為什麼應有行銷的觀念，行銷的內涵是什麼，以及大學圖書館如何應用行銷分別探討。

This article discusses the major concepts of marketing as they are applied to library services in an academic community. It is argued that marketing is a powerful tool not only for a public library but also for an academic library. College and university libraries can benefit from practicing customer-oriented information services that is the centrality of marketing management.

Internet上多元的搜尋系統是目前網路上最常被利用的服務之一，由於網路上的資源包羅萬象、類型繁多、又隨時變動，若不能好好利用這類系統，尋找資源將有如大海撈針般的困難。但隨著 Internet 的成長，這些資源搜尋系統也急速增加，了解這些系統的設計架構、種類特色、和未來發展，並從中選擇最適當的系統來協助檢索，已變得相當重要。同時對於圖書資訊人員而言，除了熟悉這些系統的運用外，也應開始思考資源搜尋系統在圖書資訊服務的可能應用及影響，以因應未來電子化圖書館的發展趨勢。

One of the most popular services available on the Internet is the various search tool. With the rapid growth and the diversity of network resources, search tools have proved to be most helpful in finding out relevant information. The purpose of this paper is threefold. First, it introduces the development of network information retrieval and discusses the structural design of a typical search engine. It then reviews all types of search tools by cross comparing their generic features, such as content and search capability. Finally it explores the information service issues that arise from the nature of search tools.

圖書館自動化與網路化之目的在於提昇圖書館全體作業之效能，增進讀者滿意度。本研究係調查我國五所大學圖書館館員、一般讀者及圖書資訊學相關研究所研究生，對大學圖書館在自動化與網路化後提供之資訊服務品質是否提昇之看法；以瞭解大學圖書館各項資訊服務之表現良窳與需要改進之處；並根據問卷調查結果，比較三個群體之認知差距。最後提出建議，作為我國大學圖書館提昇自動化與網路化後資訊服務、館員自我改善及圖書館資訊學相關研究所研究生未來從業準備之參考。

The aim of library automation and network is to enhance the efficiency of operation and offer satisfaction to its readers. A survey was conducted among three different groups: university libraries, common users, and graduate students from Institution of Library and Information Science. This paper first compares the cognitive differences among the three groups involved according to the results of this survey and then makes some suggestions about the promotion of the quality of information service, librarians’ self-improvement, and the occupation preparation for graduate students.

以知識作為資本來發展經濟的時代裡，延伸資訊管理為知識管理並且把知識轉換為生產力的機制，是學術圖書館的專業職責。學術圖書館服務行銷理念的實踐應由內而外，圖書館管理者與館員對學術圖書館的核心價值與願景(促進館務，整合資源，與服務社會等)先建立共識。學術圖書館要做好服務的行銷，前提是先做好質與量的圖書館管理，且由上而下，明確任務，先行規劃，制定策略。學術圖書館資訊服務行銷組合運作前，應先研究及瞭解資訊消費者與資訊市場產銷狀況，亦即先做市場研究、消費者研究、與服務環境的研究，以便為學術圖書館資訊消費者提供適時、適地、適當，且符合經濟效益的資訊服務。學術圖書館資訊服務應「以客為尊」，著重於資訊消費者的個人化及個別化要求，資訊服務的實施更應有團隊精神以落實服務行銷理念。

In an era of knowledge economy, the major task for academic library is to transfer knowledge management and expand information management. Academic libraries should consider promoting library services, integrating resources as well as providing services for the society as their core-value and vision. To achieve this, the author suggests that a well-planned library management based on the findings from their market research and consumer research is essential. Thus, while the marketing of the library services is executed by a top-down approach, a team effort, the service offered by the academic library should be individualized information needs.