陳書梅

圖書館身為閱讀的基本機構，典藏著豐富多元的圖書資訊資源，面對當代社會情緒療癒與心理健康促進的潮流，圖書館除了發揮傳統知識性之圖書資訊資源的傳播功能外，該如何進一步運用書目療法之原理於現有之讀者服務上，嘗試施行 「書目療法服務」，以協助有情緒困擾問題之讀者滿足其情緒療癒的心理需求，此實為值得吾人思考的議題。有鑑於書目療法服務在國內尚屬一新興的領域，一般圖書館從業人員，對此項服務之意涵與基本概念仍不甚瞭解，爰此，筆者乃嘗試將書目療法之意義與機制、功能與類型，英國與美國圖書館書目療法服務之發展與施行之爭議以及國內圖書館施行書目療法服務之現況等，作一概略性之探討，藉供同道參考，期能收拋磚引玉之效。

As a basic institution for reading, libraries are responsible for the diversity of information resources. Facing the trend of emotional healing and mental health in the postmodern society, libraries no longer function entirely to spread information resources. Instead, the issue of implementing 'bliotherapeutic service' that assists readers through emotional distress is also worth taking into account. However, as bibliotherapeutic service is an emerging field in Taiwan, librarians are not familiar with the service's basic concepts and implications. With respect to this, the writer explores the origin and development of bibliotherapeutic service and provides reference on its significance, mechanism, functions and types for librarians to consider.

由於經濟發達，物質環境優渥，員工民主意識覺醒，傳統權威式管理已日漸式微，取而代之的乃是人性化之管理，組織成員對工作生活品質之需求亦愈來愈高，藉由提升員工的工作生活品質，能增進員工的組織承諾與忠誠感，並改善組織效能；也因此，有關員工工作生活品質之探討，在企業界已是人力資源管理廣泛研究的主題，但在圖書資訊學領域相關的文獻中，則尚少涉及圖書館館員工作生活品質之研究。本文旨在探討工作生活品質相關的主題，並期冀圖書資訊學界積極從事此方面之實證研究，以了解我國圖書館館員對工作生活品質所重視之面向、各面向之需求程度、當前圖書館館員所享有之工作生活品質水準及工作生活品質各面向對圖書館組織效能的影響等相關議題，從而建立我國圖書館館員工作生活品質整體之概念。

Within business organizations, attention has been focused on their members’ quality of working life (QWL). The concept and application of QWL is a system of thought that stresses the humanizing and self-fulfilling potential of work. This approach considers the organization-wide role of the employee and the social system of the employee’s work place. The prime aim of the QWL programs is to make the total organization more effective, not solely to provide greater satisfaction to the workers. Therefore, research applications on the quality of working life are extensive in industrial and service settings. However, in the library sector it has not been the subject of widespread organization and management research. How do librarians view their quality of working life? What are the personal needs that librarians view as important? Are librarians able to satisfy these needs given the state of library support? How can we improve the quality of working life in our libraries? Relative little information has been published on these aspects of organizational life in the library. The purpose of this paper is to introduce the concept of QWL to the library and information field. A review of the literature on QWL, both in industrial and library administration, is presented. In the library literature, the treatment of the QWL subject is still basically descriptive and normative. The author urges a more critical analysis through the use of empirical research methodologies.

館員乃是圖書館的核心資產，尤其在講求「服務導向」的經濟社會裡，面對科技快速變遷的衝擊，若欲維持與提升圖書館的服務品質，圖書館組織應注意館員的成長與發展等相關議題。但在傳統上圖書館人力資源的管理，較少重視館員之生涯管理，因此本文擬探討圖書館組織實施館員生涯管理制度，建構館員生涯發展系統之重要性，以及做好館員生涯管理所需注意的基本原則。

Managing a librarian’s career development has traditionally been regarded as the responsibility of individual member. However, a library can benefit from librarians’ career development. It is the responsibility of libraries to be concerned about the careers of their employees. This paper discusses career management in organizations from the perspective of matching the needs of individual librarians with the organizational goals of library.

圖書資訊學文獻，向來較少研究館員的心理需求與相關問題，尤其缺乏討論參考館員在提供服務的過程中，所衍生之負面工作情緒。因此，本文擬就此議題加以探討，期冀能引起圖書資訊界重視參考館員的負面工作情緒管理，以收拋磚引玉之效。

Emotional management of employees has been much studied in a variety of work settings over the past decade. Recent literature on emotional management has proposed that negative emotions may have important organizational implications. Research of American librarianship indicates that significant levels of job stress and negative emotions exist among reference librarians. Yet emotional management is largely ignored in Taiwan's libraries. Hence, this paper examines causes and solutions of negative emotions of reference librarians from the perspective of library organization.

圖書館組織經歷經費緊縮、科技快速變遷、人事精簡與讀者日益多元化之資訊需求等難題，身處於變遷如此劇烈的環境中，圖書館館員產生了比以往更大的工作壓力。過度的工作壓力會影響館員的工作績效，故圖書館組織對於館員個人之工作壓力不宜置身事外，而應正視此問題之重要性。要做好圖書館館員之壓力管理，則須先了解館員工作壓力源所在，方能面對工作壓力提出解決之道。筆者以我國公立大學暨學院圖書館館員為研究對象，進行探索性之調查研究，探討圖書館組織中的各種工作壓力源。研究結果顯示科技變遷與工作負荷過重為受訪館員的最大二項工作壓力源。

Libraries are subject to on-going financial and staffing restrains, continuing technological change, and rising patron expectations which have resulted in increased job stress. Stress is not a naturedly bad thing- it may be stimulating, motivating and provide excitement to individuals. However, when it exceeds individual librarian's ability to cope it becomes harmful both to library and staff. The purpose of this study is trying to identify the job-related stressors in the library settings of national universities and colleges in Taiwan. The study indicates that technological change and workload are the most stressful factors.

由於自動化與資訊資源大量電子化等變革，復加以讀者之多元化需求，館員常因自我成長無法跟上科技變遷的速度，而衍生資訊焦慮的情緒。事實上，館員可透過合宜之生涯規劃，建立生涯目標，繼而有規劃地持續進修，以增強個人之專業知識與技術，如此方可避免生涯發展之窘境，並因應新時代之需求。一項合宜的生涯規劃，若能確實加以執行，將能解決工作中可能遭遇之難題，並實現個人之理想。本文探討館員個人生涯規劃上可能出現之相關迷思，並建議生涯規劃之具體策略，藉供館員參酌，以協助規劃適性之個人生涯發展路徑。

Libraries are undergoing transformation caused by rapid technological change and shifting user expectations. Librarians might not simply wait passively for something to happen and then respond. Librarians need to prepare themselves to assume the coming new roles. A more proactive response to transition and change is needed. Librarians can benefit from career planning. It is a process to develop librarians’ abilities and skills over the span of their careers, matching the needs of individual librarians with the organizational goals of library, in response to the changing environment. The primary goal of this article is to discuss the strategies to assist librarians with career planning.

讀者在圖書館環境中之情緒並非全然是平和或愉悅的，而是可能陷於焦慮的情緒中，因而影響其利用圖書館的意願及效能，新時代的圖書館服務不應忽視焦慮情緒對讀者利用圖書館之影響。本文針對圖書館讀者焦慮之意涵、成因、及其對圖書館利用之影響進行探討，並提出圖書館組織紓解讀者焦慮情緒之道。

In library settings, readers are not always in a good mood. They might expe-rience anxiety. Reader's anxiety may cause unwillingness to use library. Library management should not neglect the effect of reader's anxiety on the usage of library. This article presents the meaning, the effect, and the causes of reader's an-xiety. Finally, some suggestions on the ways to alleviate the reader's anxiety are also provided.