參考服務評鑑

圖書館參考服務評鑑應用調查者不介入法之探討

序號 5
刊名 大學圖書館
年份 1999
出版月份 10月
卷期 Vol.3 No.4
作者 邱雅暖
作者任職單位 國立中正文化中心表演藝術圖書室
摘要

為使能在有限資源下發揮最大效能,參考服務品質評估之研究隨著參考服務範圍與內容之日趨廣泛、圖書館資源有限之壓力日增而日益受到重視。過去參考服務品質評估所使用的方式相當多樣,除重視「量」而非「質」之評估指標外,亦多從館方角度而非使用者角度進行評估。然為真正改善參考服務品質,唯有從讀者角度對服務進行確實的評估,始能有效掌握讀者需求。有鑑於參考服務中最重要的即為「問題解答」,而近30年來經常為研究者所使用的「調查者不介入評鑑法」即主要以參考服務中解答問題之正確性及館員之行為為評估重點,並且是從讀者角度進行的評鑑方式,其開啟了參考服務應用不同品質評鑑方式之先。因此本文冀期探討該法之特質及其於圖書資訊學領域之應用,以對未來參考服務之評鑑帶來實際助益。

關鍵字 參考服務評鑑服務品質評估調查者不介入法
頁碼 42-70
全文 全文下載
DOI
Review
Title The Study of Unobtrusive Reference service evaluation
Author Ya-Nuan Chiou
Author's title Performing Arts Library of National Chiang-Kai Shek Cultural Center
Abstract

The evaluation of the quality of reference service gains its importance in three aspects, namely, the range of reference service, the complexity of contents with the change of environment, and the pressure of library resources reduction. In the past, the evaluation methods of reference service mainly focused on the library itself rather than its users. A valid evaluation of the quality of library service should take the readers’ requirements and efficiency of the library service into consideration. The unobtrusive reference evaluation, designed from a user’s perspective, has been widely used by researchers. It assesses not only the accuracy of library staff’s response to readers’ questions but also measures the staff’s behavior. This article first discusses the features of unobtrusive evaluation and its related literatures and then analyzes its application in the field of library and information science. Thus the information gained from the results of the unobtrusive evaluation can be incorporated into the process of library planning and hence improves the quality of library service.

Keywords Reference service evaluationService quality evaluationUnobtrusive
fulltext 全文下載
DOI

參考服務政策與參考服務評鑑

序號 4
刊名 大學圖書館
年份 1999
出版月份 7月
卷期 Vol.3 No.3
作者 吳美美
作者任職單位 臺灣師範大學社會教育學系副教授
摘要

本文說明參考服務是圖書館服務的主要產品之一,產品是否受到市場歡迎,主要靠產品的品質以及使用者的擁護和口耳相傳。明確的參考服務政策和參考服務的評鑑研究是維護和提昇參考服務品質的兩大工具。本文介紹兩者的關係、目的、重要性,以及實施的方法。

關鍵字 參考服務政策參考服務評鑑
頁碼 33-47
全文 全文下載
DOI
Review
Title Policy and Evaluation Issues of Reference Services
Author Mei-mei Wu
Author's title Associate Professor, Department of Educational Media & Library Sciences
Abstract

This paper delineates the important issues of reference policy and reference evaluation, and the relationship between the two issues. Libraries are encouraged to apply these tools to enhance the quality of their information services.

Keywords Reference evaluationReference policy
fulltext 全文下載
DOI
訂閱文章