社區工作組織的社會創新治理模式之研究：使用者為中心的觀點

The Study of Social Innovation Decision-Making Models in Community Work Organizations: A User-Centered Innovation Perspective

歐盟於2012年起，針對高齡社會、移民社會等議題，以「使用者參與」的觀點，創造地方社群治理的新樣態。我國近年社區工作也興起此潮流，透過使用者中心、使用者參與策略，重新思考社區工作策略。本研究以質性研究挑選南投兩個社區工作組織，透過深度訪談了解組織如何以使用者為中心，在社區中推動創新服務。研究發現組織透過社會資本來促成使用者聚集，運用培力的策略促使集體行動，形成「使用者參與」，亦或透過社會資本與共識價值串連在地網絡，並以使用者為中心的服務，讓使用者獲得賦權並更關心社區事務、促進當地組織互動，提升服務成效。然而，就長期而言，以使用者為中心的服務會比較容易成功、有效能，然就立即性而言，會被視為具備高成本，在當下資源有限的情況下，進行嘗試可能為服務提供者帶來挫敗。因此組織的領導者很重要，不但要培力夥伴具備創新的思維，也要了解地方的需求並篩選適合在地的計畫與資源連結以維持社會創新的發展。

Since 2012, the European Union’s INNOSERV project has addressed issues like aging societies and immigrant communities through“User Involvement.”This approach aims to engage local stakeholders in community governance. Similarly, Taiwan’s recent community work initiatives have embraced this trend, utilizing strategies such as deliberative democracy and participatory design to adopt user-centered and userinvolved approaches. This study uses qualitative methods to examine two community work organizations in Nantou that are promoting social innovation programs. Through in-depth stakeholder interviews, it explores how these organizations advance innovative services by focusing on user-centered approaches. The findings reveal that organizations use social capital to gather users and employ empowerment strategies to encourage collective action, forming“user involvement.”Additionally, they connect local network communities through social capital and shared values, fostering exchanges and cooperation to provide locally needed services. This approach results in“user-centered”services, empowering users, increasing their engagement in community affairs, enhancing local organizational interaction, and improving service effectiveness. In the long term, user-centered services are more likely to be successful and effective. However, they are perceived as high-cost in the short term, often leading to frustration for service providers given limited resources. Therefore, organizational leaders play a critical role. They must empower partners with innovative thinking, understand local needs, and select appropriate projects and resources to sustain social innovation development.