參考服務

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.

我國大學圖書館利用BBS從事參考服務已有數年，其互動式的溝通特性為圖書館參考服務帶來不同的面貌。本研究透過問卷調查，以瞭解我國大學圖書館對BBS站圖書館討論區的經營管理現況、臺灣大學圖書館讀者對於該校椰林風情BBS站圖書館討論區的滿意度與認同感，並探討其使用BBS的特性；另以內容分析法檢核臺灣大學椰林風情BBS站圖書館討論區的運作情形，俾為我國大學圖書館利用BBS進行讀者服務工作的參考。

Libraries in Taiwan have been providing services through the BBS which, being interactive, changes the mode of reference service by for severa years. This research is to understand the operation and management of university librariey BBS, while analyzing the performance of NTU BBS Library Board in relation to user demands.

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.

長久以來，圖書館的任務與使命在於蒐集各類傳統紙本印刷媒體資料與類比訊號之視聽媒體等資料以服務讀者。近年來，圖書館在面對各式電子資料、數位媒體以及網際網路的興起與普及的情況下，已開始改變原有的館藏發展政策，加強提供電子出版品服務，以滿足讀者的需求。在多媒體網路與數位化急速發展的趨勢下，圖書館必須瞭解並善用數位媒體發展趨勢與成果，時時發揮想像力，思索並開創新的服務，以開拓圖書館服務讀者的新境界。
對於未來數位圖書館的參考服務型式，筆者提出一些粗淺的想法，如：網上課程隨選服務、視訊參考服務、虛擬圖書館導覽服務、電子參考服務，以及線上廣播服務等，將是本文探討的重點。

With the emergence of new technologies that provide multimedia network services, libraries are no longer the lone providers of information. If libraries hope to lead information providers, libraries must understand the trend of digital media services and create new reference services for digital libraries in the future. Some reflections on new reference services, such as Course on Demand, Video Conferencing Reference Service, Virtual Library Tour, E-reference and online broadcasting service are introduced in the article.

人力不足一直是許多圖書館所共同面臨的問題。本文主要在探討美國學術圖書館之參考諮詢台，以採用工讀生之方式來解決此困難之經驗。首先，介紹諮詢組採用非專業館員之背後原因。接著探討其在採用工讀生時之相關經驗，包括工讀生之錄用、訓練方式、值台方式、工作內容及結果評估等。最後綜合本研究所得，提出諮詢台在採用工讀生時應注意之事項及可能衍生之問題。

Staffing shortages are a common problem in many libraries. Some university reference desks use student assistants to deal with this difficulty. This article describes the status of this practice in U.S. academic libraries and general approaches to problems encountered. First, we review the literature and then summarize U.S. academic libraries’ experiences in student assistants’ hiring, training, job defining, and performance evaluation. At the end of the paper, we highlight problems that should be noticed and suggest some ways to improve the quality of service.