圖書館讀者意見書處理及其分析－－以國家圖書館為例

The Management and Analysis of the Library Readers' Suggestions: Case Study of National Central Library

讀者意見是讀者回應圖書館一切服務最直接的方式之一，國內目前針對「讀者意見書」進行的研究，相當罕見。本文藉由相關文獻，瞭解讀者意見的處理概況、處理程序的相關標準，並蒐集國家圖書館2002至2004年為期三年的讀者意見書，以內容分析的方式，從各項目的統計數據，分析可能的原因，進而探究讀者投書的構成因素，最後提出圖書館對讀者意見書的因應對策，以做為國內圖書作之參考。

All the facilities and resources of libraries are developed for providing appropriate services to readers, Library services can not be always satisfied by readers; therefore, it is important for libraries to collect and manage readers' suggestions. The research uses content analysis technique to collect readers' suggestions in National Central Library from 2002 to 2004 and try to understand the reasons, contents and responses from the library.