Su-Hua Lan

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.

隨著網際網路時代降臨，大學圖書館提供Web化資訊服務已相當普遍，藉由分析大學圖書館網站內容特色、資源與服務的提供方式，應對提昇大學圖書館網站服務品質有莫大助益。本文以十所美國著名大學圖書館網站為研究對象，進行網站首頁內容分析評比，並對臺大圖書館網站資源與服務進行綜合比較分析，研究結果可作為大學圖書館建置與改善網站服務之參考。

The “Internet decade” has brought an increasing demand for university libraries to provide information resources and services on the Internet. The purpose of this study is to examine the web resources and services of the top ten American university library web sites in comparison with the web sites of National Taiwan University. Some preliminary results have been obtained, including the importance of library web searching and browsing mechanisms. Several problems with web site interfaces and ways of service providing are discussed. The findings should be valuable for library web design.